Service Request Ticket

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Service Request Information

CONTACT	Name	Marroquin, Jaime	Date	Aug 05, 2024 03:15 PM
	Department	Humanities Division	Phone	89250
	Location		Email	marroquinj@wou.edu

SR INFO	Type		WOU #
	Priority		Equipment Type
	Status		Flagged
	Description	characters left

Laptop	Edit WOU #	20220039 (opens in a new window)	Bldg/Room	BELL 307
	Service Tag		Description	Apple 14-inch MacBook Pro: Apple M1 Pro chip with 8-core CPU and 14-core GPU, 512GB SSD-Space Gray #MKGP3LL/A
	Serial No.	SRQ44FV5QJF	Location	Jaime Marroquin
	CPU	Apple M1 chip with 8-core CPU
	OS	Unknown	Software
	Wireless NIC	BC:D0:74:2D:EE:6B
	Bluetooth NIC	BC:D0:74:31:FC:69

TECHS	Submitted by	Sam Sevugan	Contact	ssevugan20@wou.edu	88925
	Primary Technician		Contact		88925

Tracking

Entered by	Date	Memo
UCS Tech			Email Public
Entered by	Date	Memo
Abigail Ratliff	Feb 05, 2025 10:38 AM	Planning to stop by Monday around 9am to get a loaner so someone can work on her device.	Add Attachment
Abigail Ratliff	Feb 05, 2025 10:37 AM	Task reassigned to UCS Tech.	Add Attachment
Abigail Ratliff	Feb 05, 2025 10:37 AM	**This is an incoming email** Hello, My laptop has been freezing again lately. Could you take another look at it this Monday and lend me another laptop while you see what is happening? It began happening again a few weeks after service. Sometimes the machine seems to work fine, but after a couple of weeks or so it starts freezing again. Thanks,	Add Attachment
David Kunz	Aug 23, 2024 08:13 AM	Status changed from (6) Ready to Deliver to (5) Completed	Add Attachment
David Kunz	Aug 23, 2024 08:13 AM	Closing as resolved	Add Attachment
Lourdes Salazar	Aug 15, 2024 02:44 PM	user picked up computer and was able to login. User brought back loaner 20200874. Put the loaner in the two weeks area.	Add Attachment
Jack Martinis	Aug 14, 2024 01:15 PM	Status changed from (2) Scheduled to (6) Ready to Deliver	Add Attachment
Jack Martinis	Aug 14, 2024 01:15 PM	**This is an outgoing email** Hi Jaime, I need some additional information regarding service request #84306 Description: 8/16/24 @ 4pm \|\| Laptop freezes & restarts We have removed some detected files and such from the laptop and I believe this is all ready to go back to you. -Jack Martinis, UCS Tech.	Add Attachment Public
David Kunz	Aug 14, 2024 11:58 AM	Task reassigned to David Kunz.	Add Attachment
Kyla Aitaro	Aug 13, 2024 05:00 PM	device came with no charging cord and laptop bag. stored in BOX #10	Add Attachment
Kyla Aitaro	Aug 13, 2024 04:58 PM	user delivered device W#20220039 issued loaner W#20200874	Add Attachment
David Kunz	Aug 13, 2024 12:50 PM	**This is an email** Hi jamie, I'm not sure if this has been communicated with you yet but our admin has disabled internet activity on your Macbook due to malicious activity detected. I see there is a ticket open for you to bring the device in on Friday but I wanted you to be aware that this action was taken by UCS. Thanks, David	Add Attachment
Andrew Zhen	Aug 13, 2024 12:01 PM	sentinelone detected adware on user computer // internet access has been disabled since they are 4 malicious software detected	Add Attachment
Jack Martinis	Aug 13, 2024 09:47 AM	Status changed from (1) Pending to (2) Scheduled	Add Attachment
Jack Martinis	Aug 13, 2024 09:47 AM	**outgoing** Good morning Jaime, 4pm sounds great this Friday, if you would like to meet here at UCS and we can take a look at your device and possibly issue a loaner. Good idea on making a backup of the device currently. Thank you for reaching out to me and have a good week, -Jack Martinis, UCS Tech.	Add Attachment
Jack Martinis	Aug 13, 2024 09:43 AM	I'm hoping it's the sophos issue.	Add Attachment
Jack Martinis	Aug 13, 2024 09:43 AM	**incoming** Hi Jack, Could I meet you this Friday at 4 pm? I am pretty sure the computer will have to stay with you for a while, so a loaner sounds great. I will backup my machine before seeing you. Best, Jaime	Add Attachment
Jack Martinis	Aug 09, 2024 11:58 AM	**This is an outgoing email** Hi Jaime, I need some additional information regarding service request #84306 Description: Laptop freezes & restarts I am available Tuesdays through Fridays, 9am - 5pm if there is a good time for you to come in and we can look over your laptop. If there isn't much we can do right when you bring it over, we have loaner laptops and we can send one back with you while we look over this unit. Let me know if you have any other questions, -Jack Martinis, UCS Tech.	Add Attachment Public
Kyla Aitaro	Aug 09, 2024 11:32 AM	**This is an INCOMING email** Could we set up the appointment for this coming week?	Add Attachment
Kyla Aitaro	Aug 09, 2024 11:32 AM	previous message was an outgoing email from Sam on Mon, Aug 5, 2024 at 3:21 PM	Add Attachment
Kyla Aitaro	Aug 09, 2024 11:22 AM	Jaime, Thank you for that information. I have updated your ticket. Our techs will contact you to set up an appointment for when you are available to drop by our office on campus. If I have any updates from them, I will definitely let you know! Best, Sam	Add Attachment
Sam Sevugan	Aug 05, 2024 03:29 PM	**This is an email** Intervals vary, but at least once every two weeks or so. I live in Sherwood. Thanks again, J	Add Attachment
Sam Sevugan	Aug 05, 2024 03:15 PM	**This is an email** Thanks for the quick response, Andrew. The number is: 20220039. If we could schedule some time this coming week after 3 pm that would be great. The laptop suddenly freezes and restarts. Sometimes apps do not run properly. I shut it down every night and that helps but the issue eventually returns. Best, Jaime	Add Attachment
Sam Sevugan	Aug 05, 2024 03:15 PM	**This is an email** Hello Jaime, Could you please provide me with the device's WOU number so that I can look up what device you have? Walk-ins are always welcome at UCS, but in order for a tech to visit you, we need to know your schedule and availability. This allows us to schedule a time that coincides with the available technicians to examine your device. If you can describe the issue you're facing, we can attempt to help in this email thread as well. Best, Andrew	Add Attachment
Sam Sevugan	Aug 05, 2024 03:15 PM	**This is an email** Hello, I have been having some issues with my laptop and would like you to take a look at it. If you could give me a couple of times to see you, that would be great. Best,	Add Attachment