Status changed from (1.5) In Progress to (5) Completed

will be alleviated by new computer

****This is an outgoing email****
Hi Kenneth,

I need some additional information regarding service request #85278

Description: Slow and lagging computer 

I was wanting to confirm if you would like a new mac setup to replace your current one, I am assuming so but I need to make sure before I put in the replacement request.

I hope your morning is going well,

have a great weekend!

-Jack Martinis, UCS Tech.

Let's go ahead and get this laptop replaced for 
Ken. Looking over the service history, it seems 
like he has had quite a few issues with it. Have 
Joanie put in a manual replacement GFA for him, 
and confirm if he would like a new Mac or a 
Windows laptop.

****This is an incoming email****
This laptop is misbehaving on a regular basis.  
Today's performance is a repeat of something that 
happened about a month ago: the finder window does 
not show the desktop of the machine as a location.  
I had John Rushing help with that a few weeks ago, 
and now it's happening again.  Also, printing on 
the Humanities division printer is being sketchy 
again.  If it's not one thing, it's just another, 
and unpredicably so.  

I just want equipment that works.  As I've 
indicated before, the randomness of how this 
machine works (or doesn't work) makes it difficult 
for me to do the job the University has hired me 
to do.  

It drives me {expletive deleted} crazy, like crazy 
in the head.

Having said all that, I hope you enjoy your 
holiday.

****This is an incoming email****
Yes, it indicated that I did not have the right 
permissions to access the file.  I was able to 
find a work-around, so that problem has been 
overcome.  

I'm really  not sure what to tell you.  Over the 
weekend there were apparently a lot of automatic 
updates that arrived on the machine.  What this 
meant in practice is that it took about half an 
hour of making adjustments so that things would 
work for me again.  You should probably just 
ignore me.  I'm clearly not made to survive in 
this modern world.   Thanks for your help.  

Ken

Status changed from (5) Completed to (1) Pending

Status changed from (2.5) Needs Scheduling to (5) Completed

Task reassigned to Jack Martinis.

Received Ken's Laptop (20191089) and provided loaner 
(20200870) 

****This is an email****
Ken,

Would you prefer a Dell or Mac loaner? 

Are you able to come in @12:30? We can have a 
loaner ready by then. 


Best,
Sam 

****This is an email****
Ken,

How can we best accommodate you? Would you prefer 
we send a tech out to you today to do some 
assessment and provide some insight? They can 
bring a loaner with them as well. 

We would be happy to do so, please let us know how 
you would like to proceed :)

Best,
Sam 

****This is OUTGOING email****
Good Morning Ken,

I am sorry to hear you are experiencing issues 
with your device this morning. We would be able to 
provide you with a temporary loaner while your 
device is being assessed. Our techs highly 
recommend reimaging your device but in order to do 
so you will need to make sure you have saved all 
your data and files because it will be wiped. 

Please let me know when you are planning to drop 
your device over so we can get a loaner ready 
before your arrival. 

Best,
Sam 

****This is an OUTGOING email****

Hi Ken,

Our technicians were able to look into your 
service request, SR# 85278, and highly recommend 
that you bring in your device for reimaging.

We will provide you with a loaner computer while 
they repair yours.

When reimaging your Mac, all data and saved files 
will be erased, resulting in a complete reset of 
the device. 

Therefore, please keep all files on personal 
storage.

Please let me know how you want to proceed and 
when you may drop off your device for evaluation.  

Best,
Kyla

This is probably a Sophos or profile issue. Let's 
make sure Sophos is removed and if Ken gets all his 
files in order. Let's blow out the current profile 
as well.

****This is an email****
It was reimaged about a year ago.  If you want to 
try doing this again I'll need a day or two to 
make sure I've got all my files saved on my H 
drive.  Let me know if you think that reimaging 
would be the best way to go.  Thanks,

Ken

****This is an email****
Greetings,
The laptop I've been using for the last couple of 
years is unhappy. (WOU# 20191089)

For example, I shut it down last night before 
leaving campus, and just now it took about a half 
hour to be useful after I turned it on (I saw only 
the spinning rainbow of uselessness for 
approximately 28 minutes).  Also, at the moment 
the finder window is not showing the desktop as an 
available location, so I'm unable to directly 
access documents I have saved to the desktop.  
These things make it difficult for me to do the 
work I'm hired to do.  

Is there any chance that I can be given a 
different  computer to use?  I prefer a laptop, 
but a desktop model would work for me too.   
Again, I'm just trying to do my job, but the 
equipment I've been issued is not performing 
satisfactorily.

Please let me know what you think when you get a 
chance.  Thanks for your time.  

Ken Kirby
NTT Assistant Professor
Humanities Division