Spreadsheet: 266387d1379598184-calculating-slas-forum
Sheet: Sheet1

 |  | Solution | SLA  not more than 7 days
 |  | ERT 8/1/2013 10:02 AM _x000D_ ACK 8/1/2013 2:31 AM - Informed submitter of issue receipt _x000D_ LCU 8/1/2013 2:44 AM - 1st attempt closure_x000D_ LCU 8/6/2013 3:07 AM - Requested for case closure – 2nd attempt._x000D_ LCU 8/6/2013 5:51 AM - Case Closed_x000D_ SOL Reffered To Local Support
 |  | ERT 8/1/2013 9:03 PM_x000D_ ACK 8/1/2013 1:12 PM - Informed submitter of issue receipt_x000D_ LCU 8/1/2013 1:32 PM - Informed submitter of case escalation to Level 3
 |  | ERT 8/1/2013 9:48 PM_x000D_ ACK 8/1/2013 1:54 PM - Informed submitter of issue receipt and [NAME] to Level 3_x000D_ LCU 8/5/2013 8:27 PM - 1st attempt info_x000D_ LCU 8/6/2013 3:45 PM - Informed submitter of case forwarding to Level 3_x000D_ LCU 8/27/2013 6:22 PM - Submitter informed on issue update & 1st attempt closure_x000D_ LCU 8/28/2013 3:23 PM - Informed submitter of case re-escalation to L3_x000D_ LCU 8/28/2013 5:16 PM - Informed submitter of case  forwardedto L3_x000D_ LCU 8/28/2013 7:35 PM - 1st attempt closure_x000D_ LCU 8/28/2013 7:59 PM - Informed submitter of case re-escalation to L3_x000D_ LCU 8/29/2013 6:11 PM - 1st attempt closure_x000D_ LCU 8/30/2013 2:28 PM - Informed submitter of case re-escalation to L3_x000D_ LCU 9/4/2013 1:27 PM - Submitter informed on issue update_x000D_ LCU 9/5/2013 1:57 PM - Informed user issue being analyzed_x000D_ LCU 9/5/2013 6:42 PM - Submitter informed on issue update
 |  | CRT 8/1/2013 10:42 PM_x000D_ ACK 8/1/2013 2:52 PM - Informed submitter of issue receipt - 1st attempt closure_x000D_ LCU 8/7/2013 3:12 AM - Requested for case closure – 2nd attempt._x000D_ LCU 8/7/2013 11:35 AM - Case closed_x000D_ _x000D_ SOL Referred to Local Support
 |  | ERT 8/1/2013 10:56 PM_x000D_ ACK 8/1/2013 3:12 PM - Informed submitter of issue receipt & case escalation to level 3_x000D_ LCU 8/5/2013 7:28 PM - Submitter updated_x000D_ LCU 8/12/2013 5:30 AM - Weekly follow-up with Level 3_x000D_ LCU 8/13/2013 1:30 AM - Submitter informed on issue update_x000D_ LCU 8/19/2013 6:19 AM - Weekly follow-up with Level 3_x000D_ LCU 8/26/2013 8:42 AM - request update from L3_x000D_ LCU 8/26/2013 11:34 AM - update submitter on new update_x000D_ LCU 9/2/2013 11:06 AM - Informed submitter issue being analyzed_x000D_ LCU 9/4/2013 3:43 PM - 1st attempt closure_x000D_ LCU 9/5/2013 1:11 PM - Re-escalate to Level 3 team
 |  | ERT 8/2/2013 12:14 AM_x000D_ ACK 8/1/2013 4:16 PM - Informed submitter of issue receipt - Informed submitter of case escalation to Level 3_x000D_ LCU 9/10/2013 12:37 PM - Case Closed_x000D_ SOL - Completed Request
 |  | CRT 8/2/2013 1:03 AM_x000D_ LCU 8/1/2013 5:17 PM - Case closed_x000D_ SOL Explained Process
 |  | CRT 8/2/2013 1:18 AM_x000D_ 8/1/2013 5:25 PM - Case Closed_x000D_ SOL Explained Process
 |  | ERT 8/2/2013 1:47 AM_x000D_ ACK 8/1/2013 6:05 PM - Informed submitter of issue receipt - 1st attempt info_x000D_ LCU 8/13/2013 8:19 AM - 2nd attempt closure_x000D_ LCU 8/20/2013 3:12 AM - Case closed_x000D_ _x000D_ SOL - No Contact
 |  | CRT 8/2/2013 2:15 _x000D_ ACK 8/1/2013 6:31 PM - Informed submitter of issue receipt_x000D_ LCU 8/1/2013 6:31 PM - 1st attempt info_x000D_ LCU 8/1/2013 6:39 PM - Submitter updated on request completion – 1st attempt_x000D_ LCU 8/1/2013 7:01 PM - Case Closed_x000D_ SOL Completed Request
 |  | CRT 8/2/2013 4:00_x000D_ SOL - Completed Request
 |  | ERT 8/2/2013 10:19 AM_x000D_ ACK 8/2/2013 2:50 AM - Informed submitter of issue receipt_x000D_ LCU 8/2/2013 3:00 AM - Informed submitter of case escalation to Level 3_x000D_ LCU 8/6/2013 12:28 AM - Submitter informed on issue update / Case Closed_x000D_ _x000D_ SOL - Completed Request
 |  | ERT 8/2/2013 6:50 PM_x000D_ ACK 8/2/2013 10:42 AM - Informed submitter of issue receipt_x000D_ LCU 8/2/2013 10:52 AM - 1st attempt closure_x000D_ LCU 8/6/2013 3:06 AM - Requested for case closure – 2nd attempt._x000D_ LCU 8/6/2013 8:30 PM - Submitter received resolution – 1st attempt closure_x000D_ LCU 8/9/2013 3:03 AM - 2nd attempt closure_x000D_ LCU 8/9/2013 11:10 AM - Weekly closure reminder to be sent_x000D_ LCU 8/16/2013 3:31 AM - Weekly closure reminder sent_x000D_ LCU 8/23/2013 4:44 AM - Weekly closure reminder sent_x000D_ LCU 8/30/2013 4:11 AM - Weekly closure reminder sent_x000D_ LCU 9/6/2013 4:01 AM - Weekly closure reminder sent
 |  | ERT 8/2/2013 7:45 PM_x000D_ ACK 8/2/2013 12:01 PM - Informed submitter of issue receipt_x000D_ LCU 8/2/2013 12:14 PM - Informed submitter of case escalation to Level 3_x000D_ LCU 8/9/2013 5:06 AM - Informed submitter issue being analyzed_x000D_ LCU 8/9/2013 9:58 PM - 1st attempt closure_x000D_ LCU 8/14/2013 3:05 AM - Pending response – 2nd attempt closure_x000D_ LCU 8/21/2013 3:15 AM - Case closed_x000D_ SOL - No Contact
 |  | CRT 8/2/2013 9:50 PM_x000D_ SOL - Manually mark completed
 |  | CRT 8/2/2013 10:48 PM 8/2/2013 2:57 PM - Case Closed SOL Explained Process
 |  | ERT 8/2/2013 10:51 PM_x000D_ ACK 8/2/2013 3:21 PM - Informed submitter of issue receipt - 1st attempt info_x000D_ LCU 8/2/2013 3:42 PM - Submitter updated on request completion – 1st attempt_x000D_ LCU 8/13/2013 8:33 AM - 2nd attempt closure_x000D_ LCU 8/13/2013 1:50 PM - Case closed_x000D_ _x000D_ SOL - Explained Process
 |  | ERT 8/3/2013 1:53 AM_x000D_ ACK 8/2/2013 5:57 PM - Informed submitter of issue receipt - Informed submitter of case escalation to Level 3_x000D_ LCU 8/6/2013 2:44 PM - Case closed_x000D_ _x000D_ SOL - Completed Request
 |  | CRT 8/3/2013 2:23 AM_x000D_ ACK 8/2/2013 6:57 PM - Informed submitter of issue receipt_x000D_ LCU 8/2/2013 6:57 PM - Informed submitter of case escalation to Level 3_x000D_ LCU 8/5/2013 3:49 PM - 1st attempt closure_x000D_ LCU 8/8/2013 4:05 AM - 2nd attempt closure_x000D_ LCU 8/15/2013 6:23 AM - Case Closed_x000D_ SOL - No Contact
 |  | ERT 8/2/2013 7:01 PM ACK 8/2/2013 7:02 PM - Case Closed SOL Completed Request
 |  | CRT 8/3/2013 3:22 AM_x000D_ LCU 8/2/2013 8:07 PM - Case closed_x000D_ SOL - Manually Marked Complete
 |  | CRT 8/3/2013 4:15 AM SOL Manully Mark Complete
 |  | ERT 8/3/2013 5:09 AM_x000D_ ACK 8/2/2013 9:40 PM - Informed submitter of issue receipt_x000D_ LCU 8/2/2013 9:40 PM - Informed submitter of case escalation to Level 3_x000D_ LCU 8/5/2013 10:27 AM - Submitter informed on issue update_x000D_ LCU 8/19/2013 7:19 AM - Submitter informed on issue update & 1st attempt closure_x000D_ LCU 8/22/2013 3:04 AM - 2nd attempt closure._x000D_ LCU 8/29/2013 3:23 AM - Case closed_x000D_ SOL No Contact
 |  | CRT 8/3/2013 5:18 AM 8/2/2013 9:34 PM - Case Closed SOL Explained Process
 |  | CRT 8/3/2013 7:01 AM_x000D_ LCU 8/2/2013 11:22 PM - Case closed_x000D_ SOL - Manually Marked Complete
 |  | CRT 8/3/2013 12:56 PM_x000D_ ACK 8/3/2013 5:31 AM - Informed submitter of issue receipt and [NAME] to Level 3_x000D_ LCU 8/6/2013 12:57 PM - 1st attempt closure_x000D_ LCU 8/9/2013 3:01 AM - 2nd attempt closure_x000D_ LCU 8/9/2013 4:09 AM - 1st attempt closure_x000D_ LCU 8/14/2013 3:56 AM - Pending response – 2nd attempt closure_x000D_ LCU 8/21/2013 3:27 AM - Case closed_x000D_ SOL - No Contact
 |  | ERT [NAME] 3:00 PM_x000D_ ACK 8/5/2013 7:49 AM - Informed submitter of issue receipt_x000D_ LCU 8/5/2013 7:49 AM - Awaiting confirmation for case closure – 1st attempt._x000D_ LCU 8/5/2013 8:29 AM - Informed submitter of case escalation to Level 3_x000D_ LCU 8/5/2013 1:16 PM - TTS 25440_x000D_ LCU 8/5/2013 1:22 PM - update submitter_x000D_ LCU 8/12/2013 5:36 AM - Weekly follow-up with Level 3_x000D_ LCU 8/13/2013 1:41 AM - Submitter informed on issue update_x000D_ LCU 8/19/2013 6:22 AM - Weekly follow-up with Level 3_x000D_ LCU 8/27/2013 3:46 AM - Informed submitter issue being analyzed_x000D_ LCU 8/28/2013 9:17 AM - Detailed Explanation to Submitter_x000D_ LCU 8/28/2013 6:41 PM - 1st attempt closure_x000D_ LCU 9/2/2013 8:34 AM - Requested for case closure – 2nd attempt._x000D_ LCU 9/2/2013 10:52 AM - Case closed_x000D_ SOL Resolved By Development
 |  | ERT [NAME] 6:05 PM_x000D_ ACK 8/5/2013 10:18 AM - informed submitter of issue receipt_x000D_ LCU 8/5/2013 12:20 PM - escalate to Level 3_x000D_ LCU 8/5/2013 03:21 PM - Submitter updated_x000D_ LCU 8/6/2013 7:26 PM - 1st attempt closure_x000D_ LCU 8/9/2013 3:01 AM - 2nd attempt closure_x000D_ LCU 8/13/2013 8:39 AM - Case closed_x000D_ _x000D_ SOL - Explained Process
 |  | ERT 8/5/2013 8:54 PM_x000D_ ACK 8/5/2013 1:12 PM - informed submitter of issue receipt and 1st attempt info_x000D_ LCU 8/8/2013 4:04 AM - 2nd attempt closure_x000D_ LCU 8/8/2013 11:31 AM - 1st attempt closure_x000D_ LCU 8/8/2013 6:11 PM - Case Closed_x000D_ SOL - Walked Through Adjustments
 |  | ERT 8/5/2013 11:08PM_x000D_ ACK 8/5/2013 04:00 PM - Informed submitter on issue recipt and escalation to L3
 |  | ERT 8/5/2013 10:51PM_x000D_ ACK 8/5/2013 3:27 PM - Infomred submitter on issue receipt & Esc to L3
 |  | ERT [NAME] 10:49 PM_x000D_ ACK 8/5/2013 4:27 PM - Informed submitter of issue receipt & 1st attempt closure_x000D_ LCU 8/5/2013 4:27 PM - 2nd attempt closure_x000D_ LCU 8/15/2013 6:20 AM - Case Closed_x000D_ SOL - No Contact
 |  | ERT 8/6/2013 12:43 AM_x000D_ ACK 8/5/2013 4:49 PM - Informed submitter of issue receipt & 1st attempt closure_x000D_ LCU 8/5/2013 7:19 PM - Request information from submitter ; 1st attempt_x000D_ LCU 8/5/2013 8:31 PM - 1st attempt info_x000D_ LCU 8/5/2013 9:08 PM - 1st attempt info_x000D_ LCU 8/6/2013 3:05 PM - 1st attempt info_x000D_ LCU 8/6/2013 4:56 PM - Case closed_x000D_ SOL User Solved
 |  | CRT 8/5/2013 11:53 PM_x000D_ ACK 8/5/2013 5:20 PM - Informed submitter of issue receipt & 1st attempt info_x000D_ LCU 8/8/2013 4:40 AM - 2nd attempt info_x000D_ LCU 8/15/2013 6:17 AM - Case Closed_x000D_ SOL - No Contact
 |  | CRT 8/6/2013 1:01 AM_x000D_ _x000D_ SOL - Explained Process
 |  | ERT 8/6/2013 1:37 AM_x000D_ ACK 8/5/2013 5:46 PM - Informed submitter of issue receipt & 1st attempt info_x000D_ LCU 8/5/2013 7:55 PM - 1st attempt closure_x000D_ LCU 8/8/2013 4:00 AM - 2nd attempt closure_x000D_ LCU 8/8/2013 2:26 PM - 1st attempt closure_x000D_ LCU 8/8/2013 3:10 PM - 1st attempt closure_x000D_ LCU 8/15/2013 2:36 AM - 2nd attempt closure_x000D_ LCU 8/20/2013 6:12 AM - Case closed_x000D_ SOL No Contact
 |  | ERT 8/6/2013 3:12 AM_x000D_ ACK 8/5/2013 7:26 PM - Informed submitter of issue receipt & 1st attempt closure_x000D_ LCU 8/8/2013 3:50 AM - 2nd attempt closure_x000D_ LCU 8/8/2013 11:10 AM - Case closed_x000D_ SOL Explained Process
 |  | ERT 8/6/2013 3:31 AM_x000D_ ACK 8/5/2013 7:43 PM - Infomred submitter on issue receipt & Esc to L3_x000D_ LCU 8/5/2013 8:42 PM - Case Closed_x000D_ _x000D_ SOL - Completed Request
 |  | ERT 8/6/2013 5:17 AM_x000D_ ACK 8/5/2013 10:10 PM - Informed submitter of issue receipt & 1st attempt info_x000D_ LCU 8/6/2013 6:55 AM - 1st attempt info_x000D_ LCU 8/9/2013 4:28 AM - 2nd attempt [NAME]_ LCU 8/9/2013 11:04 AM - Case Closed_x000D_ SOL Explained Process
 |  | ERT 8/6/2013 8:41 AM_x000D_ ACK 8/6/2013 1:29 AM - Informed submitter of issue receipt & 1st attempt closure_x000D_ LCU 8/8/2013 3:49 AM - 2nd attempt closure_x000D_ LCU 8/15/2013 2:43 AM - Case closed_x000D_ SOL - No Contact
 |  | ERT 8/6/2013 7:55 PM _x000D_ ACK 8/6/2013 12:29 PM - Informed submitter of issue receipt / 1st Attempt Info_x000D_ LCU 8/6/2013 4:53 PM - Escalated to Level 3/ TIS Group_x000D_ LCU 8/6/2013 6:48 PM - Submitter updated on request completion – 1st attempt closure_x000D_ LCU 8/9/2013 4:12 AM - 2nd attempt closure_x000D_ LCU 8/16/2013 5:38 AM - Case closed_x000D_ SOL - No Contact
 |  | ERT 8/6/2013 8:55 PM_x000D_ ACK 8/6/2013 1:13 PM - Informed submitter of issue receipt / TTS00025452_x000D_ LCU 8/13/2013 3:47 AM - Informed submitter of issue update_x000D_ LCU 8/13/2013 3:11 PM - Informed submitter of issue update_x000D_ LCU 8/13/2013 3:30 PM - 1st attempt closure_x000D_ LCU 8/19/2013 4:39 AM - Pending response – 2nd attempt closure_x000D_ LCU 8/26/2013 4:09 AM - Case closed as no response_x000D_ SOL No Contact
 |  | ERT 8/6/2013 8:55 PM ACK 8/6/2013 1:20 PM - Informed submitter of issue receipt & Pending Tech Team/TTS00025453 LCU 8/12/2013 7:04 PM - 1st attempt closure LCU 8/15/2013 2:40 AM - 2nd attempt closure LCU 8/16/2013 8:26 AM - Case closed SOL - Completed Request
 |  | ERT 8/7/2013 1:32 AM_x000D_ ACK 8/6/2013 5:56 PM - Informed submitter of issue receipt & 1st attempt closure_x000D_ LCU 8/9/2013 2:59 AM - 2nd attempt closure_x000D_ LCU 8/16/2013 5:43 AM - Case closed_x000D_ SOL - No Contact
 |  | ERT 8/6/2013 7:12 PM_x000D_ ACK 8/6/2013 7:12 PM - Informed submitter of issue receipt & 1st attempt info_x000D_ LCU 8/6/2013 9:53 PM - Escalated to Level 3_x000D_ LCU 8/9/2013 2:33 AM - 1st attempt closure_x000D_ LCU 8/9/2013 2:33 AM - Case Closed_x000D_ SOL - User Solved/Denied Service
 |  | CRT 8/7/2013 3:53 AM_x000D_ _x000D_ SOL - Explained Process
 |  | CRT 8/7/2013 3:16 AM_x000D_ SOL Explained Process
 |  | ERT 8/7/2013 3:27 PM_x000D_ ACK 8/7/2013 7:53 AM - Informed submitter of issue receipt & Escalate to Level 3 team_x000D_ LCU 8/7/2013 9:11 PM - Pending Tech Team_x000D_ LCU 8/8/2013 7:32 AM - Re-escalate to level 3 team_x000D_ LCU 8/8/2013 2:21 PM - Submitter informed on issue updates/TTS 25480_x000D_ LCU 8/9/2013 3:35 PM - 1st attempt closure_x000D_ LCU 8/12/2013 10:35 AM - Case closed_x000D_ SOL Resolved By Development
 |  | CRT 8/7/2013  7:30PM_x000D_ SOL Explained Process
 |  | ERT 8/7/2013 8:56 PM_x000D_ ACK 8/7/2013 1:25 PM - Informed submitter of issue receipt_x000D_ LCU 8/7/2013 1:41 PM - Informed submitter of case escalation to Level 3_x000D_ LCU 8/7/2013 3:16 PM - 1st attempt closure_x000D_ LCU 8/12/2013 5:06 AM - 2nd attempt closure_x000D_ LCU 8/19/2013 4:12 AM - Case closed_x000D_ _x000D_ SOL - No Contact
 |  | ERT 8/7/2013 10:55 PM_x000D_ ACK 8/7/2013 3:06 PM - Informed submitter of issue receipt and [NAME] to Level 3_x000D_ LCU 8/7/2013 3:53 PM - Informed submitter of escalation to Tech Team / TTS 25474_x000D_ LCU 8/9/2013 6:11 PM - 1st attempt closure_x000D_ LCU 8/12/2013 9:59 AM - Case closed_x000D_ _x000D_ SOL - Explained Process
 |  | ERT 8/7/2013 11:47 PM_x000D_ ACK 8/7/2013 4:43 PM - Informed submitter of issue receipt and 1st attempt closure_x000D_ LCU 8/12/2013 5:08 AM - 2nd attempt closure_x000D_ LCU 8/12/2013 1:46 PM - Case closed_x000D_ SOL Explained Process
 |  | ERT 8/8/2013 1:58 AM_x000D_ ACK 8/7/2013 5:58 PM - Informed submitter of issue receipt / 1st attempt closure_x000D_ LCU 8/12/2013 5:10 AM - 2nd attempt closure_x000D_ LCU 8/19/2013 6:07 AM - Case closed_x000D_ SOL No Contact
 |  | ERT 8/8/2013 2:30 AM_x000D_ ACK 8/7/2013 6:30 PM - Informed submitter of issue receipt / 1st attempt closure_x000D_ LCU 8/12/2013 5:12 AM - 2nd attempt closure_x000D_ LCU 8/19/2013 6:12 AM - Case closed_x000D_ SOL No Contact
 |  | ERT 8/8/2013 5:43 AM_x000D_ ACK 8/7/2013 9:43 PM - Informed submitter of issue receipt / 1st attempt closure_x000D_ LCU 8/8/2013 11:35 AM - Case closed_x000D_ SOL Reffered to Local Support
 |  | ERT 8/8/2013 9:53 AM_x000D_ ACK 8/8/2013 2:34 AM - Informed submitter of issue receipt_x000D_ LCU 8/8/2013 2:36 AM - 1st attempt closure_x000D_ LCU 8/8/2013 2:44 AM - Case Closed_x000D_ SOL - 3rd Part Resolution
 |  | ERT 8/8/2013 3:05 PM_x000D_ ACK 8/8/2013 7:22 AM - Informed submitter of issue receipt & Escalate to level 3 team_x000D_ LCU 8/8/2013 2:48 PM - Pending Tech Team_x000D_ LCU 8/9/2013 2:43 PM - 1st attempt closure_x000D_ LCU 8/12/2013 10:32 AM - Case closed_x000D_ SOL Explained Process
 |  | ERT 8/8/2013 9:13 PM_x000D_ ACK 8/8/2013 1:33 PM - Informed submitter of issue receipt_x000D_ LCU 8/8/2013 1:37 PM - Informed submitter of case escalation to Level 3_x000D_ SOL Completed Request
 |  | ERT 8/8/2013 11:14 PM_x000D_ ACK 8/8/2013 3:21 PM - Informed submitter of issue receipt_x000D_ LCU 8/12/2013 1:24 PM - 1st attempt closure_x000D_ LCU 8/12/2013 1:46 PM - Case closed_x000D_ _x000D_ SOL - Resolved by Development
 |  | CRT 8/8/2013 11:21 PM_x000D_ ACK 8/8/2013 4:14 PM - Informed submitter of issue receipt & Escalate to Level 3_x000D_ LCU 8/8/2013 10:05 PM - Pending Learning Admin Team_x000D_ LCU 8/23/2013 10:14 AM - 1st attempt info_x000D_ LCU 8/28/2013 5:15 AM - Informed submitter of case escalation to Level 3_x000D_ LCU 8/28/2013 8:57 PM - 1st attempt info
 |  | ERT 8/8/2013 11:43 PM_x000D_ ACK 8/8/2013 4:28 PM - Informed submitter of issue receipt & 1st attempt closure_x000D_ LCU 8/8/2013 9:07 PM - Case Closed_x000D_ SOL - Referred to Local Support
 |  | ERT 8/9/2013 3:34 AM_x000D_ ACK 8/8/2013 7:42 PM - Informed submitter of issue receipt and 1st attempt closure_x000D_ LCU 8/8/2013 9:06 PM - Case Closed_x000D_ SOL - Referred to Local Support
 |  | CRT 8/9/2013 3:47 AM _x000D_ ACK 8/8/2013 7:58 PM - Informed submitter of issue receipt and 1st attempt closure_x000D_ LCU 8/20/2013 5:16 PM - Case closed_x000D_ SOL No Contact
 |  | CRT 8/9/2013 4:20 AM_x000D_ ACK 8/8/2013 9:23 PM - Informed submitter of issue receipt and [NAME] to Level 3_x000D_ LCU 8/8/2013 9:24 PM- 1st attempt closure_x000D_ LCU 8/13/2013 8:31 AM - 2nd attempt closure_x000D_ LCU 8/13/2013 10:23 AM - Case closed_x000D_ _x000D_ SOL - Explained Process
 |  | ERT 8/9/2013 9:00 AM_x000D_ ACK 8/9/2013 2:00 AM - Informed submitter of issue receipt and 1st attempt closure_x000D_ LCU 8/9/2013 2:36 AM - Case Closed_x000D_ SOL User Solved
 |  | ERT 8/9/2013 10:58 AM_x000D_ ACK 8/9/2013 3:28 AM - Informed submitter of issue receipt & Escalate to level 3 team_x000D_ LCU 8/9/2013 2:02 PM - 1st attempt closure_x000D_ LCU 8/12/2013 1:09 PM - Case closed_x000D_ _x000D_ SOL - Completed Request
 |  | CRT 8/9/2013 8:40 PM_x000D_ ACK 8/9/2013 12:43 PM - Informed submitter of issue receipt & 1st attempt info_x000D_ LCU 8/9/2013 3:48 PM - 1st attempt closure_x000D_ LCU 8/14/2013 5:26 AM - 2nd attempt closure_x000D_ LCU 8/14/2013 1:41 PM - Case closed_x000D_ _x000D_ SOL - EXplained Process
 |  | CRT 8/9/2013 10:09 PM_x000D_ ACK 8/9/2013 2:30 PM - Informed submitter of issue receipt - 1st attempt info_x000D_ LCU 8/14/2013 5:32 AM - 2nd attempt info_x000D_ LCU 8/21/2013 5:55 AM - Case closed_x000D_ SOL - No Contact
 |  | CRT 8/9/2013 10:10 PM_x000D_ ACK 8/9/2013 2:37 PM - Informed submitter of issue receipt and 1st attempt info_x000D_ LCU 8/9/2013 3:28 PM - 1st attempt closure_x000D_ LCU 8/14/2013 5:29 AM - 2nd attempt closure_x000D_ LCU 8/21/2013 5:59 AM - Case closed_x000D_ SOL - No Contact
 |  | CRT 8/9/2013 11:57 PM_x000D_ ACK 8/9/2013 4:01 PM - Informed submitter of issue receipt - 1st attemtpt info_x000D_ LCU 8/14/2013 5:35 AM - 2nd attempt info_x000D_ LCU 8/21/2013 4:14 AM - Case closed_x000D_ _x000D_ SOL - No Contact
 |  | ERT 8/10/2013 12:06 AM_x000D_ ACK 8/9/2013 4:18 PM - Informed submitter of issue receipt - Informed submitter of case escalation to Level 3_x000D_ LCU 8/12/2013 1:20 PM - Submitter informed on issue update_x000D_ LCU 8/19/2013 6:15 AM - 1st attempt closure_x000D_ LCU 8/22/2013 3:07 AM - 2nd attempt closure._x000D_ LCU 8/23/2013 3:44 PM - Re-escalate to Level 3_x000D_ LCU 8/27/2013 6:36 PM - Submitter informed on issue update & 1st attempt closure_x000D_ LCU 8/28/2013 12:59 PM - Case closure_x000D_ SOL Reffered to Local Support
 |  | ERT 8/10/2013 12:19 AM_x000D_ ACK 8/9/2013 4:51 PM - Informed submitter of issue receipt and [NAME] to Level 3_x000D_ LCU 8/9/2013 9:54 PM - Informed submitter of case re-escalation to Level 3_x000D_ LCU 8/16/2013 5:55 AM - Submitter informed on issue update_x000D_ LCU 8/16/2013 12:51 PM - 1st attempt closure_x000D_ LCU 8/21/2013 6:02 AM - Pending response – 2nd attempt_x000D_ LCU 8/21/2013 1:35 PM - Case closed_x000D_ SOL - Manually [NAME]
 |  | SOL - Manually Marked Complete
 |  | ERT 8/10/2013 1:18 AM_x000D_ ACK 8/9/2013 5:22 PM - Informed submitter of issue receipt - Informed submitter of case escalation to Level 3_x000D_ LCU 8/26/2013 12:48 PM - Case Closed_x000D_ SOL Completed Request
 |  | ERT 8/10/2013 3:27 AM_x000D_ ACK 8/9/2013 7:32 PM - Informed submitter of issue receipt - Informed submitter of case escalation to Level 3_x000D_ LCU 8/9/2013 7:59 PM - Informed submitter of case re-escalation to Level 3_x000D_ LCU 8/16/2013 2:37 AM - Informed submitter of issue update_x000D_ LCU 8/16/2013 12:50 PM - 1st attempt closure_x000D_ LCU 8/16/2013 7:28 PM - case closed_x000D_ SOL - Completed Request
 |  | ERT 8/11/2013 9:45 PM_x000D_ ACK 8/11/2013 2:42 PM - Informed submitter of issue receipt / 1st Attempt Info_x000D_ LCU 8/12/2013 4:08 AM - Request information from submitter / 1st attempt info_x000D_ LCU 8/12/2013 1:29 PM - Submitter informed on files receiving / 1st attempt info_x000D_ LCU 8/14/2013 12:12 PM - Submitter informed on issue update / TTS25533_x000D_ LCU 8/14/2013 3:49 PM - Pending Tech Team_x000D_ LCU 8/14/2013 4:40 PM - 1st attempt closure_x000D_ LCU 8/15/2013 7:17 AM - 1st attempt closure_x000D_ LCU 8/20/2013 3:15 AM - 2nd attempt closure_x000D_ LCU 8/27/2013 2:28 AM - Case Closed_x000D_ SOL No Contact
 |  | ERT 8/12/2013 6:17 PM_x000D_ ACK 8/12/2013 10:22 AM - Informed submitter of issue receipt & escalation to L3 / TTS 25503_x000D_ LCU 8/14/2013 2:45 PM - Pending Tech team_x000D_ LCU 8/16/2013 4:56 PM - 1st attempt closure_x000D_ LCU 8/21/2013 4:25 AM - Pending response – 2nd attempt closure_x000D_ LCU 8/28/2013 5:24 AM - Case closed_x000D_ SOL - No Contact
 |  | ERT 8/12/2013 06:38 PM_x000D_ ACK 8/12/2013 10:38 AM - Informed submitter of issue receipt / Escalated to Level 3_x000D_  LCU 8/22/2013 3:44 PM - Submitter updated on request completion – 1st attempt_x000D_ LCU 8/27/2013 2:30 AM - Requested for case closure – 2nd attempt_x000D_ LCU 9/3/2013 5:03 AM - Case Closed_x000D_ _x000D_ SOL - No Contact
 |  | CRT 8/12/2013 10:35 PM_x000D_ SOL Explained Process
 |  | ERT 8/13/2013 12:14 AM_x000D_ LCU 8/12/2013 4:41 PM - Informed submitter of issue receipt / Awaiting confirmation for case closure – 1st attempt_x000D_ LCU 8/12/2013 6:56 PM - Case Closed_x000D_ SOL Reffered to Local Support
 |  | ERT 8/13/2013 12:19 AM_x000D_ ACK 8/12/2013 4:50 PM - Informed submitter of issue receipt / Awaiting confirmation for case closure – 1st attempt_x000D_ LCU 8/12/2013 7:40 PM - Case closed_x000D_ SOL Reffered to Local Support
 |  | CRT 8/13/2013 1:10 AM_x000D_ SOL Completed Request
 |  | CRT 8/13/2013 12:40 AM_x000D_ SOL Explained Process
 |  | ERT 8/13/2013 2:25 PM_x000D_ ACK 8/13/2013 6:43 AM - Informed submitter of issue receipt & case escalation to Level 3_x000D_ LCU 8/14/2013 4:37 PM - TTS00025537_x000D_ LCU 8/22/2013 2:56 AM - Informed submitter of issue update_x000D_ LCU 8/28/2013 2:25 PM - Submitter informed on issue update_x000D_ LCU 9/4/2013 12:40 PM - Weekly followup with Level3 and update user
 |  | ERT 8/13/2013 2:47 PM_x000D_ ACK 8/13/2013 6:50 AM - Informed submitter of issue receipt & escalation to L3_x000D_ LCU 8/13/2013 12:36 PM - Submitter informed on issue update / TTS 25518_x000D_ LCU 8/15/2013 2:31 PM - 1st attempt closure_x000D_ LCU 8/21/2013 6:04 AM - Pending response – 2nd attempt_x000D_ LCU 8/28/2013 5:26 AM - Case closed_x000D_ SOL - No Contact
 |  | ERT 8/13/2013 9:16 PM_x000D_ ACK 8/13/2013 1:27 PM - Informed submitter of issue receipt & 1st atttempt closure_x000D_ LCU 8/13/2013 3:12 PM - case closed_x000D_ SOL - COMPLETED REQUEST
 |  | ERT [NAME] 9:48 PM_x000D_ ACK 8/13/2013 1:48 PM - Informed submitter of issue receipt / 1st attempt info_x000D_ LCU 8/13/2013 2:25 PM - 1st attempt info_x000D_ LCU 8/13/2013 3:01 PM - Awaiting confirmation for case closure – 1st attempt_x000D_ LCU 8/16/2013 3:19 AM - 2nd attempt closure_x000D_ LCU 8/23/2013 10:19 AM - Case closed_x000D_ SOL - No Contact
 |  | CRT 8/13/2013 9:49 PM_x000D_ SOL Explained Process
 |  | CRT 8/13/2013 10:45 PM ACK 8/13/2013 2:50 PM - Informed submitter of issue receipt & 1st attempt [NAME] 8/16/2013 3:24 AM - 2nd attempt info LCU 8/16/2013 12:39 PM - Case Closed SOL - Explained Process
 |  | ERT 8/13/2013 10:57 PM_x000D_ LCU 8/13/2013 3:12 PM - Informed submitter of issue receipt / Informed submitter of case escalation to Level 3
 |  | ERT 8/13/2013 11:34 PM_x000D_ LCU 8/13/2013 3:41 PM - Informed submitter of issue receipt / 1st Attempt Info_x000D_ LCU 8/15/2013 9:17 PM - 1st attempt closure_x000D_ LCU 8/15/2013 10:04 PM - 1st attempt closure_x000D_ LCU 8/21/2013 6:07 AM - Pending response – 2nd attempt_x000D_ LCU 8/28/2013 5:29 AM - Case closed_x000D_ SOL - No Contact
 |  | CRT 8/13/2013 11.35 PM_x000D_ ACK 8/13/2013 3:59 PM - Informed submitter of issue receipt & 1st attempt info_x000D_ LCU 8/16/2013 3:28 AM - 2nd attempt info_x000D_ LCU 8/23/2013 10:21 AM - Case closed_x000D_ SOL - No Contact
 |  | CRT 8/13/2013 11:55 PM_x000D_ ACK 8/13/2013 4:15 PM - informed submitter of issue receipt and 1st attempt closure_x000D_ LCU 8/16/2013 3:23 AM - 2nd attempt closure_x000D_ LCU 8/23/2013 10:24 AM - Case closed_x000D_ SOL - No Contact
 |  | ERT  8/14/2013 12:17 AM_x000D_ LCU 8/13/2013 4:19 PM - Informed submitter of issue receipt / Informed submitter of case escalation to Level 3_x000D_ LCU 8/14/2013 3:05 PM - Re-escalate to Level 3 team_x000D_ LCU 8/14/2013 8:13 PM - 1st attempt info_x000D_ LCU 8/19/2013 5:58 AM - 2nd attempt info_x000D_ LCU 8/26/2013 4:16 AM - Case closed as no response_x000D_ LCU 8/26/2013 12:58 PM - Re-escalate to Level 3 team_x000D_ LCU 8/26/2013 2:32 PM - Submitter informed on issue update_x000D_ LCU 8/28/2013 4:47 PM - 1st attempt closure_x000D_ LCU 9/2/2013 8:36 AM - 2nd attempt closure_x000D_ LCU 9/2/2013 10:55 AM - Case closed_x000D_ SOL 3rd Party Resolution
 |  | CRT 8/13/2013 12:26 AM_x000D_ LCU 8/13/2013 4:34 PM - Informed submitter of issue receipt / 1st Attempt Info_x000D_ LCU 8/13/2013 6:21 PM - 1st attempt info_x000D_ LCU 8/15/2013 5:50 PM - 1st attempt closure_x000D_ LCU 8/15/2013 7:56 PM - Case closed_x000D_ [NAME]
 |  | ERT 8/14/2013 1:52 AM_x000D_ ACK 8/13/2013 6:27 PM- Informed submitter of issue receipt & 1st attempt closure_x000D_ LCU 8/13/2013 9:17 PM - Case closed_x000D_ SOL Reffered to Local Support
 |  | ERT 8/14/2013 5:13 PM_x000D_ ACK 8/14/2013 9:21 AM - Informed submitter of issue receipt & escalation to L3 / TTS 25532_x000D_ LCU 8/21/2013 4:38 AM - Submitter reminded on case status_x000D_ LCU 8/22/2013 10:20 AM - Informed submitter of issue update_x000D_ LCU 8/29/2013 6:15 AM - Submitter informed on issue update_x000D_ LCU 9/5/2013 3:08 AM - Informed submitter issue being analyzed_x000D_ LCU 9/5/2013 7:46 PM - 1st attempt closure_x000D_ LCU 9/10/2013 2:20 AM - 2nd attempt closure
 |  | ERT 8/14/2013 7:30 PM_x000D_ ACK 8/14/2013 11:30 AM - Informed submitter of issue receipt
 |  | ERT 8/14/2013 9:52 PM _x000D_ ACK 8/14/2013 2:31 PM - Informed submitter of issue receipt _x000D_ LCU 8/14/2013 2:37 PM - 1st attempt closure_x000D_ LCU 8/20/2013 2:38 AM - 2nd attempt closure_x000D_ LCU 8/27/2013 2:38 AM - Case Closed_x000D_ SOL No Contact
 |  | ERT 8/14/2013 10:16 PM_x000D_ ACK 8/14/2013 2:48 PM - Informed submitter of issue receipt_x000D_ LCU 8/14/2013 3:00 PM - 1st attempt info_x000D_ LCU 8/14/2013 3:23 PM - 1st attempt info_x000D_ LCU 8/15/2013 8:02 AM - 1st attempt info_x000D_ LCU 8/15/2013 11:47 AM - Pending Tech Team_x000D_ LCU 8/15/2013 4:45 PM - 1st attempt closure_x000D_ LCU 8/19/2013 11:42 AM - Case closed_x000D_ SOL Resolved By Development
 |  | ERT 8/14/2013 10:59 PM_x000D_ ACK 8/14/2013 3:10 PM - informed submitter of issue receipt and escalation to Level 3_x000D_ LCU 8/16/2013 7:48 PM - Case closed_x000D_ SOL - Completed Request
 |  | ERT 8/15/2013 12:08 AM_x000D_ ACK 8/14/2013 4:14 PM - Informed submitter of issue receipt and 1st attempt info_x000D_ LCU 8/14/2013 4:22 PM - Case closed_x000D_ SOL - User Solved/Denied Service
 |  | ERT 8/15/2013 12:52 AM_x000D_ ACK 8/14/2013 5:24 PM - Informed submitter of issue receipt_x000D_ LCU 8/14/2013 5:38 PM - Informed submitter of case escalation to Level 3/TTS00025538_x000D_ LCU 8/22/2013 2:51 AM - Informed submitter of issue update_x000D_ LCU 8/28/2013 1:04 PM - 1st attempt closure_x000D_ LCU 9/2/2013 8:41 AM - 2nd attempt closure_x000D_ LCU 9/9/2013 2:57 AM - Case closed_x000D_ _x000D_ SOL - No Contact
 |  | CRT 8/15/2013 3:45 AM_x000D_ ACK 8/14/2013 8:27 PM - Informed submitter of issue receipt & 1st attempt info_x000D_ LCU 8/14/2013 9:19 PM - Escalate to Level 3 team_x000D_ LCU 8/14/2013 10:14 PM - De-escalated to Level 1 team_x000D_ LCU 8/15/2013 6:31 AM - Awaiting response_x000D_ LCU 8/16/2013 2:02 AM - Case closed_x000D_ SOL Reffered to Local Support
 |  | ERT 8/15/2013 5:57 AM_x000D_ LCU 8/14/2013 10:04 PM - Informed submitter of issue receipt / 1st Attempt Info_x000D_ LCU 8/19/2013 4:31 AM - Request information from submitter - 2nd attempt_x000D_ LCU 8/19/2013 3:59 PM - case closed_x000D_ SOL - Explained Process
 |  | ERT 8/15/2013 5:47 PM_x000D_ ACK 8/15/2013 10:05 AM - Informed submitter of issue receipt & case escalation to Level 3_x000D_ LCU 8/15/2013 4:07 PM - Informed submitter of escalation to Tech Team_x000D_ LCU 8/20/2013 2:54 AM - Informed submitter of request forwarded to level 3_x000D_ LCU 8/20/2013 11:52 AM - Submitter informed on issue update_x000D_ LCU 8/27/2013 3:44 AM - Informed submitter issue being analyzed_x000D_ LCU 8/27/2013 6:05 PM - Submitter informed on issue update_x000D_ LCU 9/3/2013 4:48 AM - request update from L3_x000D_ LCU 9/3/2013 11:10 AM - 1st attempt closure_x000D_ LCU 9/3/2013 11:10 AM - 2nd attempt closure
 |  | ERT [NAME] 7:55 PM_x000D_ ACK 8/15/2013 12:10 PM - Informed submitter of issue receipt & case escalation to Level 3_x000D_ LCU 8/15/2013 1:30 PM - 1st attempt closure_x000D_ LCU 8/15/2013 4:29 PM - Case closed_x000D_ SOL Completed Request
 |  | ERT 8/15/2013 10:34 PM_x000D_ ACK 8/15/2013 2:49 PM - Informed submitter of issue receipt & 1st attempt closure_x000D_ LCU 8/15/2013 4:24 PM - 1st attempt info_x000D_ LCU 8/15/2013 5:47 PM - Escalate to Level 3 team_x000D_ LCU 8/16/2013 5:04 PM - 1st attempt closure_x000D_ LCU 8/19/2013 1:44 PM - Case closed_x000D_ SOL Explained Process
 |  | CRT 8/16/2013 1:30 AM_x000D_ ACK 8/15/2013 5:38 PM - Informed submitter of issue receipt & De-escalate to Level 1 team_x000D_ LCU 8/16/2013 5:14 AM - Requested for Maximo Incident ticket number_x000D_ LCU 8/16/2013 3:15 PM - 1st attempt closure_x000D_ LCU 8/21/2013 6:10 AM - Requested for Maximo Incident ticket number_x000D_ _x000D_ SOL - Referred to Local Support
 |  | CRT 8/16/2013 5:41 AM_x000D_ SOL - Manually Marked Complete
 |  | CRT 8/16/2013 6:47 AM_x000D_ SOL - Explained Process
 |  | ERT [NAME] AM_x000D_ ACK 8/16/2013 12:21 AM - Informed submitter of issue receipt and 1st attempt closure_x000D_ LCU 8/21/2013 6:12 AM - Case closed_x000D_ SOL Referred to Local Support
 |  | ERT [NAME] PM_x000D_ ACK 8/16/2013 11:04 AM - Informed submitter of issue receipt & case escalation to Level 3_x000D_ LCU 8/16/2013 12:58 PM - 1st attempt info_x000D_ LCU 8/16/2013 4:48 PM - informed user on case re-escalation_x000D_ LCU 8/19/2013 1:59 PM - 1st attempt closure_x000D_ LCU 8/22/2013 3:09 AM - 2nd attempt closure_x000D_ LCU 8/29/2013 5:05 AM - Case closed_x000D_ SOL - No Contact
 |  | ERT [NAME] PM_x000D_ ACK 8/16/2013 11:08 AM - Informed submitter of issue receipt - Informed submitter of case escalation to Level 3_x000D_ LCU 8/16/2013 12:05 PM - 1st attempt info_x000D_ LCU 8/20/2013 9:26 AM - Re-escalated to Level 3_x000D_ LCU 8/22/2013 12:29 PM - 1st attempt closure_x000D_ LCU 8/22/2013 2:23 PM - CASE CLOSED_x000D_ SOL - Compeleted Request
 |  | ERT [NAME] PM_x000D_ ACK 8/16/2013 11:22 AM - Informed submitter of issue receipt - Informed submitter of case escalation to Level 3_x000D_ LCU 8/16/2013 8:02 PM - 1st attempt closure_x000D_ LCU 8/22/2013 3:12 AM - 2nd attempt closure_x000D_ LCU 8/29/2013 5:08 AM - Case closed_x000D_ SOL - No Contact
 |  | ERT [NAME] PM_x000D_ ACK 8/16/2013 11:23 AM - Informed submitter of issue receipt & case escalation to Level 3_x000D_ LCU 8/16/2013 1:24 PM - Informed submitter of escalation to Tech Team / TTS25557_x000D_ LCU 8/23/2013 2:43 AM - Informed submitter of issue update_x000D_ LCU 8/23/2013 9:34 AM - Informed submitter of issue update - Pending Tech Team_x000D_ LCU 8/29/2013 1:18 PM - Submitter updated on request completion – 1st attempt_x000D_ LCU 9/2/2013 8:38 AM - Requested for case closure – 2nd attempt._x000D_ LCU 9/2/2013 1:46 PM - Case Closed_x000D_ SOL Completed Request
 |  | [NAME] 7:35 PM_x000D_ ACK 8/16/2013 11:48 AM - Informed submitter of issue receipt_x000D_ LCU 8/16/2013 12:27 PM - 1st attempt closure_x000D_ LCU 8/21/2013 3:32 AM - 2nd attempt closure_x000D_ LCU 8/28/2013 5:31 AM - Case closed_x000D_ SOL - No Contact
 |  | ERT 8/17/2013 12:00 AM_x000D_ ACK 8/16/2013 4:13 PM - Informed submitter of issue receipt_x000D_ LCU 8/16/2013 4:24 PM - 1st attempt closure_x000D_ LCU 8/21/2013 7:35 PM - 2nd attempt closure_x000D_ LCU 8/21/2013 7:43 PM - case closed_x000D_ SOL - Explained Process
 |  | ERT [NAME] PM_x000D_ ACK 8/16/2013 4:48 PM - Informed submitter of issue receipt and 1st attempt closure_x000D_ LCU 8/22/2013 3:14 AM - 2nd attempt closure_x000D_ LCU 8/22/2013 4:11 PM - case closed_x000D_ SOL - Completed Request
 |  | ERT 8/17/2013 1:42 AM_x000D_ ACK 8/16/2013 5:47 PM - Informed submitter of issue receipt_x000D_ LCU 8/16/2013 5:57 PM - 1st attempt closure_x000D_ LCU 8/22/2013 3:20 AM - 2nd attempt closure_x000D_ LCU 8/29/2013 3:26 AM - Case closed_x000D_ SOL No Contact
 |  | CRT 8/17/2013 2:09 AM_x000D_ SOL - Manualy Marked Complete
 |  | ERT - 8/17/2013 2:00 AM_x000D_ ACK 8/16/2013 6:57 PM - Informed submitter of issue receipt and 1st attempt closure_x000D_ LCU 8/16/2013 9:20 PM - Case Closed_x000D_ SOL - Referred to Local Support
 |  | ERT 8/17/2013 2:24 AM_x000D_ ACK 8/16/2013 7:18 PM - Informed submitter of issue receipt and escalate to Level 3
 |  | ERT 8/17/2013 2:30 AM_x000D_ ACK 8/16/2013 7:16 PM - Informed submitter of issue receipt_x000D_ LCU 8/16/2013 7:21 PM - Informed submitter of case escalation to Level 3
 |  | ERT 8/17/2013 2:50 AM_x000D_ ACK 8/16/2013 7:34 PM - Informed submitter of issue receipt and 1st attempt closure_x000D_ LCU 8/22/2013 8:35 AM - 2nd attempt closure_x000D_ LCU 8/26/2013 2:59 PM - 1st attempt closure_x000D_ LCU 8/29/2013 2:35 AM - 2nd attempt closure_x000D_ LCU 8/29/2013 2:35 PM - Case Closed_x000D_ SOL - Referred to Local Support
 |  | ERT 8/17/2013 2:37 AM_x000D_ ACK 8/16/2013 7:37 PM - Informed submitter of issue receipt_x000D_ LCU 8/16/2013 7:46 PM - 1st attempt closure_x000D_ LCU 8/19/2013 2:17 PM - 1st attempt closure_x000D_ LCU 8/19/2013 2:39 PM - Awaiting confirmation for case closure – 1st attempt._x000D_ LCU 8/20/2013 2:46 PM - Informed submitter of case escalation to Level 3_x000D_ LCU 8/21/2013 3:58 PM - 1st attempt closure_x000D_ LCU 8/26/2013 3:40 AM - 2nd attempt closure_x000D_ LCU 8/26/2013 3:13 PM - Case closed_x000D_ _x000D_ SOL - Referred to Local Support
 |  | ERT 8/17/2013 3:56 AM_x000D_ ACK 8/16/2013 8:43 PM - Informed submitter of issue receipt_x000D_ LCU 8/16/2013 9:11 PM - 1st attempt closure_x000D_ LCU 8/22/2013 8:37 AM - 2nd attempt closure_x000D_ LCU 8/29/2013 3:30 AM - Case closed_x000D_ SOL No Contact
 |  | CRT 8/17/2013 3:05 AM_x000D_ SOL - Manually Marked Complete
 |  | CRT 8/17/2013 4:01 AM_x000D_ ACK 8/16/2013 8:56 PM - Informed submitter of issue receipt and 1st attempt closure_x000D_ ACK 8/16/2013 10:28 PM - deescalate to level 1_x000D_ LCU 9/2/2013 8:38 AM - requesting maximo ticket_x000D_ LCU 9/3/2013 4:56 AM - requesting maximo incident number_x000D_ LCU 9/3/2013 5:24 AM - Case closed_x000D_ SOL Reffered to Local Support
 |  | ERT 8/17/2013 5:01 AM_x000D_ ACK 8/16/2013 9:50 PM - Informed submitter of issue receipt_x000D_ LCU 8/16/2013 10:17 PM - Informed submitter of case escalation to Level 3_x000D_ LCU 8/17/2013 3:09 PM - Submitter informed with the above updates._x000D_ LCU 8/21/2013 7:11 PM - request update from Level 3_x000D_ LCU 8/21/2013 10:23 PM - 1st attempt closure_x000D_ LCU 9/2/2013 8:43 AM - 2nd attempt closure_x000D_ LCU 9/9/2013 5:37 AM - Case closed_x000D_ SOL No Contact
 |  | ERT 8/17/2013 5:28 AM_x000D_ ACK 8/16/2013 10:35 PM - Informed submitter of issue receipt_x000D_ LCU 8/16/2013 10:40 PM - Informed submitter of case escalation to Level 3_x000D_ LCU 8/22/2013 2:34 PM - requesting update from L3_x000D_ LCU 8/26/2013 3:50 PM - Submitter informed on update request_x000D_ LCU 8/29/2013 7:31 PM - request update from L3_x000D_ LCU 8/29/2013 9:12 PM - 1st attempt closure_x000D_ LCU 8/30/2013 12:48 AM - case closed_x000D_ SOL - Completed Request_x000D_ LCU 9/3/2013 4:57 PM - Re-escalated to Level 3_x000D_ LCU 9/3/2013 5:56 PM - Submitter updated on request completion – 1st attempt closure_x000D_ LCU 9/6/2013 4:01 PM - Case closed_x000D_ SOL - Manually Marked Complete
 |  | CRT 8/17/2013 6:00 AM_x000D_ ACK 8/17/2013 12:05 AM - Informed submitter of issue receipt_x000D_ LCU 8/17/2013 12:18 AM - Informed submitter of case escalation to Level 3_x000D_ LCU 8/17/2013 2:49 PM - Submitter informed with the above updates._x000D_ LCU 8/20/2013 3:32 AM - 2nd attempt closure_x000D_ LCU 8/27/2013 2:42 AM - Case Closed_x000D_ SOL No Contact
 |  | CRT 8/17/2013 6:45 AM_x000D_ ACK 8/17/2013 12:39 AM - Informed submitter of issue receipt_x000D_ LCU 8/17/2013 1:01 AM - 1st attempt info_x000D_ LCU 8/22/2013 8:43 AM - 2nd attempt info_x000D_ LCU 8/29/2013 5:10 AM - Case closed_x000D_ SOL - No Contact
 |  | CRT 8/17/2013 7:00 AM_x000D_ ACK 8/17/2013 1:09 AM - Informed submitter of issue receipt_x000D_ LCU 8/17/2013 1:13 AM - 1st attempt info_x000D_ LCU 8/22/2013 8:46 AM - 2nd attempt info_x000D_ LCU 8/29/2013 5:12 AM - Case closed_x000D_ SOL - No Contact
 |  | ERT 8/17/2013 2:09 PM_x000D_ ACK 8/17/2013 10:14 AM - Informed submitter of issue receipt - 1st attempt info_x000D_ LCU 8/19/2013 2:41 PM - Case Closed_x000D_ SOL Useer Solved
 |  | CRT 8/17/2013 11:13 PM_x000D_ ACK 8/17/2013 3:13 PM - Informed submitter of issue receipt_x000D_ LCU 8/17/2013 3:23 PM - 1st attempt closure_x000D_ LCU 8/22/2013 8:41 AM - 2nd attempt closure_x000D_ LCU 8/29/2013 5:15 AM - Case closed_x000D_ SOL - No Contact
 |  | ERT 8/18/2013 10:42 PM_x000D_ ACK 8/18/2013 3:57 PM - informed submitter of issue receipt and 1st attempt info_x000D_ LCU 8/19/2013 12:19 AM - escalate to Level 3_x000D_ LCU 8/21/2013 9:28 PM - 1st attempt closure_x000D_ LCU 8/27/2013 2:45 AM - Requested for case closure – 2nd attempt_x000D_ LCU 8/27/2013 10:38 AM - Case closure_x000D_ SOL Explained Process
 |  | ERT 8/19/2013 1:20 AM_x000D_ ACK 8/18/2013 5:43 PM - Informed submitter of issue receipt / 1st Attempt Info_x000D_ LCU 8/19/2013 11:38 PM - escalate to Level 3_x000D_ LCU 8/20/2013 1:35 AM - Awaiting confirmation for case closure – 1st attempt_x000D_ LCU 8/23/2013 2:50 AM - 2nd attempt closure_x000D_ LCU 8/23/2013 12:43 PM - Case Closed_x000D_ SOL - Referred to Local Support_x000D_ LCU 8/30/2013 6:39 PM - 1st attempt info_x000D_ LCU 9/4/2013 2:47 AM - 2nd attempt info_x000D_ LCU 9/9/2013 1:15 AM - CASE CLOSED_x000D_ SOL-REFERRED TO LOCAL SUPPORT
 |  | CRT 8/19/2013 7:50 AM_x000D_ LCU 8/19/2013 12:15 AM - Case Closed_x000D_ SOL - Completed Request
 |  | CRT 8/19/2013 11:29 AM_x000D_ _x000D_ SOl - User Solved
 |  | CRT 8/19/2013 6:16 PM_x000D_ ACK 8/19/2013 10:27 AM - Informed submitter of issue receipt / 1st attempt closure_x000D_ LCU 8/20/2013 7:50 AM - Case closed_x000D_ SOL - Walked Through Adjustments
 |  | ERT 8/19/2013 7:08 PM_x000D_ ACK 8/19/2013 11:08 AM - Informed submitter of issue receipt_x000D_ LCU 8/19/2013 11:08 AM - Informed submitter of case escalation to Level 3 / TTS 25563_x000D_ LCU 8/26/2013 8:44 AM - request update from L3_x000D_ LCU 8/26/2013 12:43 PM - Updated submitter accordingly_x000D_ LCU 9/2/2013 11:10 AM - Informed submitter issue being analyzed_x000D_ LCU 9/3/2013 7:08 PM - 1st attempt closure_x000D_ LCU 9/3/2013 7:08 PM - case closed_x000D_ SOL - Completed Request
 |  | ERT 8/19/2013 8:33 PM_x000D_ ACK 8/19/2013 12:33 PM - Informed submitter of issue receipt_x000D_ LCU 8/19/2013 12:33 PM - Informed submitter of case escalation to Level 3 / TTS 25565_x000D_ LCU 8/23/2013 2:04 PM - 1st attempt info_x000D_ LCU 8/30/2013 4:16 AM - Submitter informed on issue update_x000D_ LCU 9/3/2013 7:12 PM - 1st attempt closure_x000D_ LCU 9/6/2013 4:21 AM - 2nd attempt closure_x000D_ LCU 9/6/2013 9:39 AM - case closed_x000D_ SOl - Completed Request
 |  | ERT 8/19/2013 8:44 PM_x000D_ ACK 8/19/2013 12:44 PM - Informed submitter of issue receipt / Escalated to Level 3_x000D_ LCU 8/26/2013 12:50 PM - Case Closed_x000D_ SOL Completed Request
 |  | CRT 8/19/2013 8:46 PM_x000D_ ACK 8/19/2013 1:11 PM - Informed submitter of issue receipt / 1st attempt closure_x000D_ LCU 8/19/2013 5:19 PM - Awaiting confirmation for case closure – 1st attempt_x000D_ LCU 8/19/2013 7:35 PM - Case Closed_x000D_ [NAME]
 |  | CRT 8/19/2013 10:13 PM_x000D_ SOL Completed Request
 |  | ERT 8/19/2013 9:35 PM_x000D_ ACK 8/19/2013 2:38 PM - informed submitter of issue receipt and escalation to expertise zone_x000D_ LCU 8/19/2013 2:44 PM - 1st attempt info_x000D_ LCU 8/22/2013 8:48 AM - 2nd attempt info_x000D_ LCU 8/29/2013 3:34 AM - Case closed_x000D_ SOL No Contact
 |  | CRT 8/19/2013 11:35 PM_x000D_ LCU 8/19/2013 3:53 PM - CASE CLOSED_x000D_ SOL-EXPLAINED PROCESS
 |  | ERT 8/20/2013 12:21 AM_x000D_ LCU 8/19/2013 4:31 PM - Informed submitter of issue receipt / Awaiting confirmation for case closure – 1st attempt_x000D_ LCU 8/20/2013 2:33 PM - 1st attempt info_x000D_ LCU 8/20/2013 2:58 PM - 1st attempt info_x000D_ LCU 8/20/2013 3:46 PM - Case Closed_x000D_ SOL User Solved
 |  | ERT 8/20/2013 1:11 AM_x000D_ ACK 8/19/2013 5:32 PM - Informed submitter of issue receipt / Awaiting confirmation for case closure – 1st attempt_x000D_ LCU 8/23/2013 2:52 AM - 2nd attempt closure._x000D_ LCU 8/26/2013 12:06 PM - Awaiting confirmation for case closure – 1st attempt._x000D_ LCU 8/26/2013 6:25 PM - 1st attempt closure_x000D_ LCU 8/29/2013 5:02 AM - Pending response – 2nd attempt_x000D_ LCU 8/29/2013 5:02 AM - case closed_x000D_ SOL - No Contact_x000D_ LCU 9/5/2013 4:27 PM - Informed submitter of case escalation to Level 3_x000D_ LCU 9/10/2013 2:32 AM - 1st attempt closure_x000D_ LCU 9/10/2013 2:37 AM - Case closed_x000D_ _x000D_ SOL - Explained Process
 |  | ERT 8/20/2013 1:29 AM_x000D_ LCU 8/19/2013 5:37 PM - Informed submitter of issue receipt / 1st Attempt Info_x000D_ LCU 8/23/2013 4:37 AM - 1st Attempt Info_x000D_ LCU 9/2/2013 8:39 AM - Requested for case closure – 2nd attempt._x000D_ LCU 9/3/2013 3:39 PM - Request information from submitter - 1st attempt_x000D_ LCU 9/6/2013 4:25 AM - Request information from submitter - 1st attempt 1nfo_x000D_ LCU 9/6/2013 12:46 PM - 1st attempt closure
 |  | ERT 8/20/2013 2:21 AM_x000D_ ACK 8/19/2013 6:40 PM - informed submitter of issue receipt_x000D_ LCU 8/19/2013 6:45 PM - escalate to expertise zone and 1st attempt info_x000D_ LCU 8/19/2013 7:19 PM - escalate to Level 3_x000D_ LCU 8/21/2013 3:36 PM - 1st attempt closure_x000D_ LCU 8/21/2013 3:40 PM - CASE CLOSED_x000D_ SOL - Explained Process
 |  | ERT 8/20/2013 3:36 AM_x000D_ ACK 8/19/2013 7:48 PM - informed submitter of issue receipt_x000D_ LCU 8/20/2013 1:34 AM - 1st attempt info_x000D_ LCU 8/22/2013 8:51 AM - 2nd attempt info_x000D_ LCU 8/29/2013 5:17 AM - Case closed_x000D_ SOL - No Contact
 |  | ERT 8/20/2013 4:09 AM_x000D_ LCU 8/19/2013 8:21 PM - Informed submitter of issue receipt / Awaiting confirmation for case closure – 1st attempt_x000D_ LCU 8/23/2013 3:07 AM - 2nd attempt closure_x000D_ LCU 9/2/2013 8:50 AM - Case closed_x000D_ SOL No Contact_x000D_ _x000D_ _x000D_ LCU 9/3/2013 4:35 PM - 1st attempt info_x000D_ LCU 9/6/2013 4:29 AM - 1st attempt info_x000D_ LCU 9/10/2013 2:42 PM - Awaiting confirmation for case closure – 1st attempt
 |  | ERT 8/20/2013 4:19 AM_x000D_ ACK 8/19/2013 8:34 PM - informed submitter of issue receipt_x000D_ LCU 8/20/2013 1:22 AM - 1st attempt info_x000D_ LCU 8/20/2013 12:34 PM - 1st attempt info_x000D_ LCU 8/23/2013 4:38 AM - 2nd attempt info_x000D_ LCU 8/23/2013 11:29 AM - Case Closed_x000D_ SOL - User Solved
 |  | ERT 8/20/2013 4:53 AM _x000D_ LCU 8/19/2013 9:20 PM - Informed submitter of issue receipt / 1st Attempt Info_x000D_ LCU 8/19/2013 9:21 PM - Awaiting confirmation for case closure – 1st attempt_x000D_ LCU 8/23/2013 3:09 AM - 2nd attempt closure_x000D_ LCU 8/26/2013 4:57 PM - Weekly closure request_x000D_ LCU 8/26/2013 5:17 PM - 1st attempt closure_x000D_ LCU 8/29/2013 2:43 AM - 2nd attempt closure_x000D_ LCU 8/29/2013 11:43 AM - Case closed_x000D_ SOL Explained Process
 |  | ERT 8/20/2013 2:14 PM_x000D_ ACK 8/20/2013 6:31 AM - Informed submitter of issue receipt_x000D_ LCU 8/20/2013 6:59 AM - Submitter informed on issue update_x000D_ LCU 8/20/2013 8:18 AM - Submitter informed on issue update_x000D_ LCU 8/20/2013 2:57 PM - 1st attempt closure_x000D_ LCU 8/26/2013 3:14 AM - Requested for case closure – 2nd attempt_x000D_ LCU 8/26/2013 9:50 AM - Case closed_x000D_ SOL Completed Request
 |  | CRT 8/20/2013 2:32 PM _x000D_ SOL Explained Process
 |  | ERT 8/20/2013 11:02 PM_x000D_ ACK 8/20/2013 3:06 PM - Informed submitter of issue receipt & 1st attempt closure_x000D_ LCU 8/21/2013 5:53 AM - Case closed_x000D_ SOL Referred to Local Support
 |  | ERT 8/20/2013 11:25 PM_x000D_ ACK 8/20/2013 3:32 PM - Informed submitter of issue receipt & 1st attempt closure_x000D_ LCU 8/23/2013 3:14 AM - 2nd attempt closure_x000D_ LCU 8/23/2013 12:14 PM - Case Closed_x000D_ SOL - Referred to Local Support
 |  | CRT 8/21/2013 12:45 AM_x000D_ SOL Reffered to Local Support
 |  | CRT 8/21/2013 3.40 AM_x000D_ ACK 8/20/2013 8:00 PM - Informed submitter of issue receipt & Case closed_x000D_ SOL Explained Process
 |  | CRT 8/21/2013 4:52 AM_x000D_ SOL Completed Request
 |  | ERT 8/21/2013 4:56 AM_x000D_ ACK 8/20/2013 9:06 PM - informed submitter of issue receipt and escalation to level 3_x000D_ LCU 8/27/2013 8:36 PM - Submitter informed on issue update & 1st attempt closure_x000D_ LCU 8/27/2013 9:06 PM - Case closed_x000D_ _x000D_ SOl - Explained Process
 |  | ERT 8/21/2013 6:04 AM_x000D_ ACK 8/20/2013 10:11 PM - Informed submitter of issue receipt / 1st Attempt Info_x000D_ LCU 8/20/2013 11:09 PM - Escalate to Level 3 team_x000D_ LCU 8/27/2013 8:26 PM - 1st attempt closure_x000D_ LCU 9/2/2013 8:42 AM - 2nd attempt closure_x000D_ LCU 9/2/2013 8:42 AM - case closed_x000D_ SOL - No Contact
 |  | CRT 8/20/2013 6:20 AM_x000D_ SOL Explained Process
 |  | ERT 8/21/2013 8:41 AM_x000D_ ACK 8/21/2013 12:45 AM - informed submitter of issue receipt and 1st attempt closure_x000D_ LCU 8/23/2013 4:27 AM - 2nd attempt closure_x000D_ LCU 8/30/2013 4:18 AM - Case closed_x000D_ SOL - No Contact_x000D_ LCU 8/30/2013 4:22 PM - Informed submitter of case escalation to Level 3_x000D_ LCU 9/4/2013 2:59 AM - 2nd attempt info_x000D_ LCU 9/4/2013 3:52 PM - 1st attempt closure_x000D_ LCU 9/10/2013 2:24 AM - 2nd attempt closure
 |  | ERT 8/21/2013 10:33 AM_x000D_ ACK 8/21/2013 2:31 AM - Informed submitter of issue receipt_x000D_ LCU 8/21/2013 2:31 AM - Informed submitter of case escalation to Level 3 / TTS 25582_x000D_ LCU 8/21/2013 4:40 AM - Informed submitter of issue update_x000D_ LCU 8/22/2013 9:50 AM - Informed submitter of issue update_x000D_ LCU 8/22/2013 11:53 AM - Submitter updated on request completion – 1st attempt_x000D_ LCU 8/23/2013 11:17 AM - Case closed_x000D_ SOL - Referred to Local Support
 |  | ERT 8/21/2013 10:44 AM_x000D_ ACK 8/21/2013 2:59 AM - Informed submitter of issue receipt - 1st attempt info_x000D_ LCU 8/21/2013 12:58 PM - 1st attempt closure_x000D_ LCU 9/2/2013 8:41 AM - Requested for case closure – 2nd attempt._x000D_ LCU 9/3/2013 12:26 PM - Case closed_x000D_ [NAME]
 |  | CRT 8/21/2013 9:46 PM_x000D_ ACK 8/21/2013 2:07 PM - Informed submitter of issue receipt - 1st attempt info_x000D_ LCU 8/23/2013 4:42 AM - 2nd attempt info_x000D_ LCU 8/26/2013 2:37 PM - 1st attempt closure_x000D_ LCU 9/3/2013 8:37 PM - 1st attempt info_x000D_ LCU 9/4/2013 6:26 PM - Case closure_x000D_ SOL Completed Request
 |  | CRT 8/21/2013 10:50 PM_x000D_ [NAME]
 |  | CRT 8/22/2013 11:50 AM_x000D_ ACK 8/21/2013 4:00 PM - informed submitter of issue receipt and 1st attempt closure_x000D_  LCU 8/21/2013 4:50 PM - Pending response – 2nd attempt _x000D_ SOL - Completed Request
 |  | ERT 8/21/2013 11:56 PM_x000D_ ACK 8/21/2013 4:05 PM - Informed submitter of issue receipt & 1st attempt info_x000D_ LCU 8/21/2013 4:24 PM - 1st attempt closure_x000D_ LCU 8/26/2013 3:12 AM - Requested for case closure – 2nd attempt_x000D_ LCU 8/26/2013 3:47 PM - Case closed_x000D_ [NAME]
 |  | CRT 8/22/2013 12:10 AM_x000D_ LCU 8/21/2013 4:51 PM - Request Maximo Ticket No._x000D_ LCU 8/26/2013 3:08 AM - Requested Maximo ticket ID._x000D_ LCU 8/26/2013 9:49 AM - Case Closed_x000D_ SOL Reffered To Local Support
 |  | CRT 8/21/2013 1:30 PM _x000D_ ACK 8/21/2013 5:29 PM - Informed submitter of issue receipt _x000D_ LCU 8/21/2013 5:50 PM - 1st attempt closure_x000D_ LCU 8/30/2013 9:29 AM - Pending response – 2nd attempt_x000D_ LCU 8/30/2013 9:29 AM - case closed_x000D_ SOL - No Contact
 |  | ERT 8/22/2013 1:47 AM_x000D_ ACK 8/21/2013 6:13 PM - Informed submitter of issue receipt and 1st attempt closure_x000D_ LCU 8/26/2013 3:05 AM - Requested for case closure – 2nd attempt._x000D_ LCU 9/2/2013 8:46 AM - case closed_x000D_ SOL - No Contact
 |  | SOL- [NAME]
 |  | ERT 8/22/2013 4:29 AM_x000D_ ACK 8/21/2013 8:46 PM - informed submitter of issue receipt and 1st attempt info_x000D_ LCU 8/22/2013 7:41 PM - 1st attempt closure_x000D_ LCU 8/23/2013 3:25 PM - Escalate to Level 3_x000D_ LCU 8/27/2013 7:54 PM - 1st attempt closure_x000D_ LCU 8/27/2013 8:59 PM - 1st attempt info_x000D_ LCU 8/30/2013 4:24 AM - 2nd attempt info_x000D_ LCU 9/6/2013 4:37 AM - Case closed_x000D_ SOL No Contact
 |  | CRT 8/22/2013 6:15 AM_x000D_ [NAME] Through Adjustment_x000D_  LCU 8/22/2013 10:11 PM - Submitter updated on request completion – 1st attempt _x000D_  LCU 8/22/2013 10:12 PM - request MAXIMO ticket number_x000D_ LCU 8/26/2013 4:41 PM - Request information from user/1st attempt_x000D_ LCU 8/29/2013 2:56 PM - Request MAXIMO ticket number_x000D_ LCU 8/30/2013 4:26 AM - Request MAXIMO ticket number_x000D_ LCU 8/30/2013 2:24 PM - Case closed_x000D_ SOL - Referred to Local Support
 |  | ERT 8/22/2013 7:40 PM_x000D_ ACK 8/22/2013 11:49 AM - Informed submitter of issue receipt_x000D_ LCU 8/22/2013 12:24 PM - 1st attempt info_x000D_ LCU 9/2/2013 8:36 AM - Requested for case closure – 2nd attempt._x000D_ LCU 9/9/2013 5:39 AM - Case closed_x000D_ SOL No Contact
 |  | ERT 8/22/2013 9:35 PM_x000D_ ACK 8/22/2013 1:50 PM - Informed submitter of issue receipt_x000D_ LCU 8/22/2013 1:50 PM - 1st attempt info_x000D_ LCU 8/22/2013 2:30 PM - Case Closed_x000D_ SOL - User Solved/Denied Service
 |  | ERT 8/22/2013 9:40 PM_x000D_ ACK 8/22/2013 1:46 PM - Informed submitter of issue receipt / Informed submitter of case escalation to Level 3_x000D_  LCU 8/22/2013 2:59 PM - Submitter updated on request completion – 1st attempt_x000D_ LCU 8/27/2013 9:19 AM - 2nd attempt closure_x000D_ LCU 9/2/2013 9:35 AM - Case Closed_x000D_ SOL No Contact
 |  | ERT 8/22/2013 10:05 PM_x000D_ ACK 8/22/2013 2:31 PM - Informed submitter of issue receipt_x000D_ LCU 8/22/2013 2:51 PM - 1st attempt closure_x000D_ LCU 8/27/2013 9:23 AM - 2nd attempt closure_x000D_ LCU 8/27/2013 1:36 PM - Case Closed_x000D_ SOL Explained Process
 |  | ERT 8/22/2013 10:10 PM_x000D_ ACK 8/22/2013 2:39 PM - Informed submitter of issue receipt and [NAME] to Level 3_x000D_ LCU 8/22/2013 6:45 PM - 1st attempt closure_x000D_ LCU 8/27/2013 9:25 AM - 2nd attempt closure_x000D_ LCU 9/2/2013 9:34 AM - Case Closed_x000D_ SOL No Contact
 |  | ERT 8/22/2013 10:39 PM _x000D_ ACK 8/22/2013 3:01 PM - Informed submitter of issue receipt _x000D_ LCU 8/22/2013 3:24 PM - Informed submitter of case escalation to Level 3
 |  | ERT 8/23/2013 12:14 AM_x000D_ ACK 8/22/2013 4:25 PM - Informed submitter of issue receipt and [NAME] to Level 3_x000D_ LCU 8/28/2013 3:06 AM - 1st attempt closure_x000D_ LCU 9/2/2013 9:12 AM - 2nd attempt closure_x000D_ LCU 9/3/2013 7:18 PM - Case closed_x000D_ SOL Referred to Local Support
 |  | ERT 8/23/2013 1:28 AM _x000D_ ACK 8/22/2013 5:39 PM - Informed submitter of issue receipt _x000D_ LCU 8/22/2013 5:52 PM - 1st attempt closure_x000D_ LCU 8/23/2013 11:04 AM - Case closed_x000D_ SOL - Completed Request
 |  | _x000D_ ERT 8/23/2013 4:23 AM _x000D_ ACK 8/22/2013 8:27 PM - Informed submitter of issue receipt_x000D_ LCU 8/22/2013 8:36 PM - Informed submitter of case escalation to Level 3
 |  | CRT 8/23/2013 4:38 AM_x000D_ ACK 8/22/2013 8:54 PM - Informed submitter of issue receipt and De-escalate to Level 1_x000D_ LCU 8/27/2013 9:27 AM - requesting [NAME] ticket_x000D_ LCU 8/27/2013 9:27 AM - requesting [NAME] ticket_x000D_ LCU 8/30/2013 4:28 AM - requesting [NAME] ticket_x000D_ LCU 9/2/2013 8:32 AM - requesting [NAME] ticket_x000D_ LCU 9/3/2013 4:58 AM - requesting [NAME] ticket_x000D_ LCU 9/3/2013 5:27 AM - Case closed_x000D_ SOL Referred to Local Support
 |  | ERT 8/23/2013 4:42 PM_x000D_ ACK 8/23/2013 9:00 AM - Informed submitter of issue receipt_x000D_ LCU 8/23/2013 9:00 AM - Informed submitter of case escalation to Level 3_x000D_ LCU 8/23/2013 1:49 PM - Submitter updated on request completion – 1st attempt_x000D_ LCU 8/23/2013 6:50 PM - CASE CLOSED_x000D_ SOL - Completed Request
 |  | ERT 8/23/2013 4:42 PM_x000D_ ACK 8/23/2013 8:57 AM - Informed submitter of issue receipt - Informed submitter of case escalation to Level 3 - Pending Tech Team / TTS 25617_x000D_ LCU 8/29/2013 12:56 PM - 1st attempt closure_x000D_ LCU 9/3/2013 3:25 AM - 2nd attempt closure_x000D_ LCU 9/10/2013 3:01 AM - Case closed_x000D_ _x000D_ SOL - No Contact
 |  | CRT 8/23/2013 7:57 PM 8/23/2013 12:09 PM - Case Closed SOL Manually [NAME]
 |  | ERT 8/23/2013 8:31 PM_x000D_ ACK 8/23/2013 12:40 PM - Informed submitter of issue receipt - 1st attempt closure_x000D_ LCU 8/23/2013 1:19 PM - 1st attempt info_x000D_ LCU 8/23/2013 1:52 PM - 1st attempt closure_x000D_ LCU 8/23/2013 3:38 PM - 1st attempt closure_x000D_ LCU 8/23/2013 4:44 PM - case closed_x000D_ SOL - completed request
 |  | CRT 8/23/2013 9:22 PM_x000D_ ACK 8/23/2013 1:41 PM - Informed submitter of issue receipt - Informed submitter of case escalation to Level 3_x000D_ LCU 8/26/2013 3:04 AM - 1st attempt closure_x000D_ LCU 8/26/2013 6:38 PM - 1st attempt closure_x000D_ LCU 8/29/2013 2:57 AM - 2nd attempt closure_x000D_ LCU 8/29/2013 12:43 PM - Re-escalate to Level 3 team_x000D_ LCU 8/29/2013 2:53 PM - de-escalate to L1_x000D_ LCU 8/30/2013 3:44 AM - Requested Maximo Ticket Number_x000D_ LCU 9/2/2013 8:43 AM - Requested Maximo Ticket Number_x000D_ LCU 9/3/2013 5:00 AM - Requested Maximo Ticket Number_x000D_ LCU 9/3/2013 5:29 AM - Case closed_x000D_ SOL Referred to Local Support
 |  | CRT 8/23/2013 10:00 PM_x000D_ ACK 8/23/2013 2:41 PM - Informed submitter of issue receipt_x000D_ LCU 8/23/2013 2:52 PM - 1st attempt closure_x000D_ LCU 8/23/2013 3:20 PM - case closed_x000D_ SOL - Completed Request
 |  | ERT 8/24/2013 12:11 AM_x000D_ ACK 8/23/2013 4:20 PM - Informed submitter of issue receipt and 1st attempt info_x000D_ LCU 8/23/2013 4:51 PM - 1st attempt closure_x000D_ LCU 8/28/2013 1:13 PM - Case closed_x000D_ SOL Reffered to Local Support
 |  | ERT 8/24/2013 12:40 AM_x000D_ ACK 8/23/2013 5:18 PM - Informed submitter of issue receipt_x000D_ LCU 8/23/2013 5:36 PM> - 1st attempt info_x000D_ LCU 9/4/2013 7:41 AM - case closed_x000D_ SOL - No COntact
 |  | CRT 8/24/2013 1:01 AM_x000D_ ACK 8/23/2013 5:46 PM - Informed submitter of issue receipt and [NAME] ticket number_x000D_ LCU 8/27/2013 9:32 AM - case closed_x000D_ SOL - Explained Process
 |  | ERT 8/24/2013 12:36 AM_x000D_ ACK 8/23/2013 6:29 PM - Informed submitter of issue receipt_x000D_ LCU 8/23/2013 6:39 PM - Informed submitter of case escalation to Level 3_x000D_ LCU 8/23/2013 8:19 PM - 1st attempt closure_x000D_ LCU 9/2/2013 8:50 AM -2nd attempt closure_x000D_ LCU 9/2/2013 8:50 AM -case closed_x000D_ SOL - No Contact
 |  | CRT 8/24/2013 2:57 AM_x000D_ SOL - Explained Process
 |  | ERT 8/24/2013 3:14 AM_x000D_ ACK 8/23/2013 7:21 PM - Informed submitter of issue receipt and 1st attempt closure_x000D_ LCU 8/28/2013 5:00 PM - Case Closed_x000D_ SOL - Completed Request
 |  | ERT 8/26/2013 10:15 AM_x000D_ ACK 8/26/2013 2:38 AM - Informed submitter of issue receipt / Informed submitter of case escalation to Level 3_x000D_ LCU 8/26/2013 4:22 PM - Submitter informed on issue update & 1st attempt closure_x000D_ LCU 8/27/2013 10:14 AM - Case closed_x000D_ SOL Explained Process
 |  | ERT 8/26/2013 5:24 PM _x000D_ ACK 8/26/2013 9:47 AM - informed submitter of issue receipt and 1st attempt info_x000D_ LCU 8/29/2013 3:17 AM - 2nd attempt info_x000D_ LCU 9/3/2013 12:33 AM - Case Closed_x000D_ _x000D_ SOL - Explained Process
 |  | ERT 8/26/2013 5:42 PM_x000D_ ACK 8/26/2013 9:58 AM - Informed submitter of issue receipt & 1st attempt info_x000D_ LCU 8/27/2013 4:59 AM - 1st attempt info_x000D_ LCU 8/30/2013 3:41 AM - Requested for case closure – 2nd attempt._x000D_ LCU 8/30/2013 4:45 AM - Case Closed_x000D_ SOL Explained Process
 |  | ERT 8/26/2013 6:00 PM_x000D_ ACK 8/26/2013 10:11 AM - Informed submitter of issue receipt / Informed submitter of case escalation to Level 3_x000D_ LCU 8/26/2013 3:55 PM - 1st attempt closure_x000D_ LCU 8/27/2013 1:59 AM - Submitter informed on weekly  closure reminder_x000D_ LCU 9/2/2013 9:30 AM - Weekly Closure Reminder_x000D_ LCU 9/9/2013 5:34 AM - Weekly closure reminder
 |  | ERT 8/26/2013 8:08 PM_x000D_ ACK 8/26/2013 12:33 PM - informed submitter of issue receipt and escalation to level 3
 |  | ERT 8/26/2013 9:17 PM ACK 8/26/2013 1:39 PM - Informed submitter of issue receipt & 1st attempt closure LCU 8/29/2013 2:45 AM - 2nd attempt closure LCU 8/30/2013 6:46 PM - Case Closed SOL Referred to Local Support
 |  | CRT 8/26/2013 10:09 PM_x000D_ _x000D_ SOL - Referred to Local Support
 |  | CRT 8/27/2013 12:14 PM_x000D_ ACK 8/26/2013 4:30 PM - Informed submitter of issue receipt / 1st attempt info_x000D_ LCU 8/26/2013 4:59 PM - 1st attempt closure_x000D_ LCU 8/26/2013 6:07 PM - Case closed_x000D_ SOL Manually Marked Complete
 |  | ERT 8/27/2013 1:22 AM_x000D_ ACK 8/26/2013 5:33 PM - Informed submitter of issue receipt & 1st attempt closure_x000D_ LCU 8/29/2013 2:50 AM - 2nd attempt closure_x000D_ LCU 8/29/2013 2:50 AM - Case closed_x000D_ SOl - No Contact
 |  | ERT 8/27/2013 1:23 AM_x000D_ ACK 8/26/2013 5:33 PM - Informed submitter of issue receipt / 1st attempt closure_x000D_ LCU 8/26/2013 6:32 PM - Case closed_x000D_ SOL Completed Request
 |  | ERT 8/27/2013 1:22 AM_x000D_ ACK 8/26/2013 5:52 PM - Informed submitter of issue receipt & 1st attempt info_x000D_ LCU 8/26/2013 8:10 PM - Submitter informed on issue update & 1st attempt info_x000D_ LCU 8/26/2013 8:45 PM - 1st attempt closure_x000D_ LCU 8/29/2013 2:55 AM - 2nd attempt closure_x000D_ LCU 8/29/2013 3:10 PM - Case Closed_x000D_ SOL - Walked Through Adjustments
 |  | CRT 8/27/2013 2:37 AM_x000D_ ACK 8/26/2013 7:54 PM - Informed submitter of issue receipt & 1st attempt info_x000D_ LCU 8/29/2013 3:21 AM - 2nd attempt info_x000D_ LCU 9/3/2013 9:49 PM - 1st attempt closure_x000D_ LCU 9/6/2013 4:41 AM - 2nd attempt closure_x000D_ LCU 9/6/2013 12:54 PM - Case closed_x000D_ SOL Explained Process
 |  | CRT 8/27/2013 2:41 AM_x000D_ [NAME]
 |  | CRT 8/27/2013 2:54 AM_x000D_ _x000D_ SOL - Explained Process
 |  | CRT 8/27/2013 4:20 AM_x000D_ ACK 8/26/2013 9:02 PM - Informed submitter of issue receipt & 1st attempt info_x000D_ LCU 8/27/2013 2:26 PM - Informed submitter of case escalation to Level 3_x000D_ LCU 8/28/2013 11:56 AM - Submitter informed on issue update_x000D_ LCU 9/10/2013 7:33 AM - 1st attempt closure
 |  | ERT 8/27/2013 11:53 AM_x000D_ ACK 8/27/2013 4:00 AM - informed submitter of issue receipt_x000D_ LCU 8/27/2013 10:17 AM - TTS00025638_x000D_ LCU 8/29/2013 7:27 AM - Submitter updated on request completion – 1st attempt_x000D_ LCU 9/2/2013 2:48 AM - Case Closed_x000D_ _x000D_ SOL - Completed Request
 |  | SOL-DUPLICATE CASE
 |  | ERT 8/27/2013 3:28 PM_x000D_ ACK 8/27/2013 7:41 AM - informed submitter of issue receipt_x000D_ LCU 8/27/2013 8:07 AM - informed user latest update_x000D_ LCU 8/27/2013 8:49 AM - escalate to Level 3_x000D_ LCU 8/27/2013 1:15 PM - Submitter informed on issue update_x000D_ LCU 8/28/2013 2:40 PM - Submitter informed on issue update & 1st attempt closure_x000D_ LCU 9/2/2013 8:44 AM - Requested for case closure – 2nd attempt._x000D_ LCU 9/2/2013 9:10 AM - Case Closed_x000D_ SOL Comleted Request
 |  | ERT 8/27/2013 3:36 PM - _x000D_ ACK 8/27/2013 8:00 AM - Informed submitter of issue receipt / Informed submitter of case escalation to Level 3_x000D_ LCU 8/27/2013 3:49 PM - Submitter informed on issue update_x000D_ LCU 8/28/2013 2:47 PM - Submitter informed on issue update & 1st attempt closure_x000D_ LCU 8/29/2013 6:58 AM - Case closed_x000D_ SOL Explained Process
 |  | ERT 8/27/2013 5:25 PM_x000D_ ACK 8/27/2013 9:45 AM - Informed submitter of issue receipt & Seek advise from Level 3 team_x000D_ LCU 8/27/2013 12:41 PM - Case closed_x000D_ SOL Duplicate Case
 |  | ERT 8/27/2013 5:25 PM_x000D_ ACK 8/27/2013 10:06 AM - Informed submitter of issue receipt / Informed submitter of case escalation to Level 3_x000D_ LCU 8/29/2013 6:05 PM - 1st attempt closure_x000D_ LCU 8/30/2013 5:35 AM - Case Closed_x000D_ SOL Completed Request
 |  | ERT 8/27/2013 7:10 PM_x000D_ ACK 8/27/2013 11:28 AM - Informed submitter of issue receipt / Informed submitter of case escalation to Level 3_x000D_ LCU 8/27/2013 3:15 PM - Submitter informed on issue update & 1st attempt closure_x000D_ LCU 8/30/2013 3:39 AM - Requested for case closure – 2nd attempt_x000D_ LCU 9/6/2013 4:40 AM - Case closed_x000D_ SOL No Contact
 |  | ERT 8/27/2013 7:59 PM_x000D_ ACK 8/27/2013 12:16 PM - informed submitter of issue receipt_x000D_ LCU 8/27/2013 12:34 PM - 1st attempt info_x000D_ LCU 8/28/2013 9:17 AM - informed submitter on case escalation_x000D_ LCU 8/28/2013 11:07 AM - 1st attempt closure_x000D_ LCU 9/2/2013 9:16 AM - 2nd attempt closure_x000D_ LCU 9/2/2013 11:35 AM - Case Closed_x000D_ SOL Completed Request
 |  | ERT 8/27/2013 8:11 PM_x000D_ ACK 8/27/2013 12:41 PM - Informed submitter of issue receipt / Inf1st Attempt Info_x000D_ LCU 8/27/2013 1:12 PM - Informed submitter of case escalation to Level 3_x000D_ LCU 8/27/2013 5:45 PM - TTS00025646/Pending Tech Team_x000D_ LCU 9/3/2013 3:52 AM - Informed submitter issue being analyzed_x000D_ LCU 9/9/2013 1:20 PM - 1st attempt closure
 |  | ERT 8/27/2013 8:20 PM_x000D_ ACK 8/27/2013 12:40 PM - Informed submitter of issue receipt & 1st attempt info_x000D_ LCU 8/27/2013 1:31 PM - 1st attempt closure_x000D_ LCU 8/30/2013 3:37 AM - Requested for case closure – 2nd attempt._x000D_ LCU 9/2/2013 11:37 AM - Case Closed_x000D_ SOL Completed Request
 |  | CRT 8/27/2013 10:07 PM_x000D_ ACK 8/27/2013 2:54 PM - Informed submitter of issue receipt &  case escalation to Level 3_x000D_ LCU 8/28/2013 11:48 AM - Submitter informed on issue update_x000D_ LCU 9/3/2013 4:39 PM - 1st attempt info_x000D_ LCU 9/3/2013 4:41 PM - 1st attempt closure_x000D_ LCU 9/3/2013 5:06 PM - Case Closed_x000D_ SOL - Manually Marked Complete
 |  | CRT 8/27/2013  11:18 PM_x000D_ _x000D_ SOL - Explained Process
 |  | CRT 8/27/2013 10:43 PM_x000D_ ACK 8/27/2013 3:40 PM - Informed submitter of issue receipt & 1st attempt closure_x000D_ LCU 8/30/2013 3:33 AM - Requested for case closure – 2nd attempt_x000D_ LCU 8/30/2013 9:57 PM - Case Closed_x000D_ SOL - Explained Process
 |  | CRT 8/27/2013 10:25 PM_x000D_ ACK 8/27/2013 4:07 PM - Informed submitter of issue receipt_x000D_ LCU 8/27/2013 5:15 PM - 1st attempt closure_x000D_ LCU 8/30/2013 3:30 AM - Requested for case closure – 2nd attempt._x000D_ LCU 9/6/2013 4:43 AM - Case closed_x000D_ SOL NO Contact
 |  | ERT 8/28/2013 2:26 AM_x000D_ ACK 8/27/2013 6:39 PM - Informed submitter of issue receipt & 1st attempt info_x000D_ LCU 8/27/2013 7:20 PM - 1st attempt closure_x000D_ LCU 8/28/2013 12:39 PM - Case closed_x000D_ SOL Reffered to Local Support
 |  | ERT 8/28/2013 2:40 AM ACK 8/27/2013 7:18 PM - Informed submitter of issue receipt & 1st attempt closure LCU 8/28/2013 4:40 PM - 2nd attempt closure LCU 8/28/2013 9:33 PM - Case Closed SOL Completed Request
 |  | ERT 8/28/2013 3:25 AM_x000D_ ACK 8/27/2013 7:30 PM - Informed submitter of issue receipt & 1st attempt closure_x000D_ LCU 8/30/2013 3:27 AM - Requested for case closure – 2nd attempt._x000D_ LCU 8/30/2013 4:48 PM - Case Closed._x000D_ _x000D_ SOL - Explained Process
 |  | CRT 8/28/2013 3:24 AM_x000D_ _x000D_ SOL - Explained Process
 |  | ERT 8/28/2013 6:09 PM ACK 8/28/2013 10:39 AM - Informed submitter of issue receipt LCU 8/28/2013 10:39 AM - Informed submitter of case escalation to Level 3 LCU 8/28/2013 12:27 PM - Submitter informed on issue update / TTS00025651 LCU 8/28/2013 5:28 PM - 1st attempt closure LCU 9/2/2013 7:57 AM - Case closed SOL Resolved by Development
 |  | ERT 8/28/2013 6:14 PM_x000D_ ACK 8/28/2013 10:31 AM - Informed submitter of issue receipt_x000D_ LCU 8/28/2013 10:41 AM - Informed submitter of case escalation to Level 3_x000D_ LCU 8/28/2013 12:03 PM - Informed submitter of escalation to Tech Team - TTS00025651_x000D_ LCU 8/28/2013 5:23 PM - 1st attempt closure_x000D_ LCU 9/2/2013 8:46 AM - Requested for case closure – 2nd attempt._x000D_ LCU 9/9/2013 5:25 AM - Case closed_x000D_ SOL No Contact
 |  | ERT 8/28/2013 8:27 PM_x000D_ ACK 8/28/2013 1:03 PM - Informed submitter of issue receipt_x000D_  - 1st attempt info_x000D_ LCU 8/28/2013 3:44 PM - 1st attempt closure_x000D_ LCU 9/2/2013 8:45 AM -  2nd attempt closure_x000D_ LCU 9/3/2013 12:06 AM - Case closed_x000D_ SOL Referred to Local Support
 |  | ERT 8/28/2013 8:31 PM_x000D_ ACK 8/28/2013 12:47 PM - Informed submitter of issue receipt & Escalate to level 3_x000D_ LCU 9/4/2013 3:18 AM - Informed submitter issue eing analyzed
 |  | ERT 8/28/2013 9:20 PM_x000D_ ACK 8/28/2013 1:37 PM - Informed submitter of issue receipt_x000D_ LCU 8/28/2013 1:57 PM - 1st attempt closure_x000D_ LCU 9/2/2013 8:53 AM - 2nd attempt closure_x000D_ LCU 9/6/2013 4:45 AM - Case closed_x000D_ SOL No Contact
 |  | CRT 8/28/2013 9:45 PM_x000D_ ACK 8/28/2013 1:52 PM - Informed submitter of issue receipt & 1st attempt info_x000D_ LCU 8/29/2013 12:37 PM - 1st attempt closure_x000D_ LCU 9/3/2013 3:34 AM - 2nd attempt closure_x000D_ LCU 9/3/2013 12:25 PM - Case Closed_x000D_ SOL Manually Marked Complete
 |  | ERT 8/28/2013 10:28 PM_x000D_ ACK 8/28/2013 3:07 PM - Informed submitter of issue receipt _x000D_ LCU 8/28/2013 3:24 PM - Informed submitter of case escalation to Level 3_x000D_ LCU 8/28/2013 6:49 PM - Informed submitter of escalation to Tech Team / TTS 25655_x000D_ LCU 9/4/2013 3:54 PM - 1st attempt closure_x000D_ LCU 9/9/2013 2:50 AM - Pending response – 2nd attempt closure
 |  | ERT 8/29/2013 1:24 AM_x000D_ ACK 8/28/2013 5:33 PM - Informed submitter of issue receipt & 1st attempt closure_x000D_ LCU 8/29/2013 8:22 PM - Case Closed_x000D_ SOL - Referred to Local Support
 |  | CRT 8/29/2013 2:18 AM_x000D_ ACK 8/28/2013 6:33 PM - Informed submitter of issue receipt - 1st attempt info_x000D_ LCU 9/2/2013 9:18 AM - 2nd attempt closure_x000D_ LCU 9/3/2013 1:32 PM - 1st attempt closure_x000D_ LCU 9/6/2013 4:42 AM - 2nd attempt closure
 |  | CRT 8/29/2013 3:15 AM Case Closed SOL Completed Request
 |  | CRT 8/29/2013 3:07 AM_x000D_ ACK 8/28/2013 7:48 PM - Informed submitter of issue receipt / 1st attempt info_x000D_ LCU 8/30/2013 4:50 PM - Informed submitter of case escalation to Level 3_x000D_ LCU 8/30/2013 7:57 PM - Informed submitter of case re-escalation to Level 3_x000D_ LCU 8/30/2013 8:30 PM - 1st attempt info_x000D_ LCU 8/31/2013 2:34 AM - Informed submitter of case re-escalation to Level 3_x000D_ LCU 9/9/2013 2:49 PM - Awaiting confirmation for case closure – 1st attempt
 |  | CRT 8/29/2013 3:52 AM_x000D_ _x000D_ SOl - Explained Process
 |  | CRT 8/29/2013 1:24 AM_x000D_ ACK 8/29/2013 5:57 AM - Informed submitter of issue receipt - 1st attempt closure_x000D_ LCU 9/3/2013 3:38 AM - 2nd attempt closure_x000D_ LCU 9/10/2013 3:09 AM - Case closed_x000D_ _x000D_ SOL - No Contact
 |  | ERT 8/29/2013 3:46 PM_x000D_ ACK 8/29/2013 8:11 AM - Informed submitter of issue receipt_x000D_ LCU 8/29/2013 8:11 AM - Informed submitter of case escalation to Level 3 - TTS00025660_x000D_ LCU 9/5/2013 3:06 AM - Informed submitter issue being analyzed_x000D_ LCU 9/9/2013 1:16 PM - Submitter updated on request completion – 1st attempt closure
 |  | ERT 8/29/2013 5:00 PM_x000D_ ACK 8/29/2013 9:14 AM - Informed submitter of issue receipt & Escalate to level 3 team_x000D_ LCU 8/29/2013 6:20 PM - 1st attempt closure_x000D_ LCU 9/2/2013 12:46 PM - escalate to Level 3_x000D_ LCU 9/3/2013 2:01 PM - Awaiting confirmation for case closure – 1st attempt_x000D_ LCU 9/4/2013 6:49 AM - Re-escalate to level 3 team_x000D_ LCU 9/4/2013 5:02 PM - Submitter updated on request completion – 1st attempt_x000D_ LCU 9/10/2013 2:26 AM - 2nd attempt closure
 |  | ERT 8/29/2013 5:08 PM_x000D_ ACK 8/29/2013 9:43 AM - Informed submitter of issue receipt_x000D_ LCU 8/29/2013 10:53 AM - 1st attempt closure_x000D_ LCU 9/3/2013 3:30 AM - 2nd attempt closure_x000D_ LCU 9/4/2013 10:10 AM - Case closed_x000D_ [NAME]
 |  | ERT 8/29/2013 6:30 PM_x000D_ ACK 8/29/2013 11:32 AM - Informed submitter of issue receipt & 1st attempt closure_x000D_ LCU 9/3/2013 3:06 AM - Requested for case closure – 2nd attempt._x000D_ LCU 9/9/2013 7:30 PM - Case closed_x000D_ _x000D_ SOL - Explained Process
 |  | ERT 8/29/2013 7:43 PM_x000D_ ACK 8/29/2013 12:05 PM - Informed submitter of issue receipt & Escalate to Level 3 team
 |  | ERT 8/29/2013 7:49 PM_x000D_ ACK 8/29/2013 12:19 PM - Informed submitter of issue receipt_x000D_ LCU 8/29/2013 12:19 PM - Informed submitter of case escalation to Level 3
 |  | CRT 8/29/2013 7:55 PM_x000D_ SOL Explained Process
 |  | CRT 8/29/2013 8:44 PM _x000D_ ACK 8/29/2013 1:06 PM - Informed submitter of issue receipt - 1st attempt info_x000D_ LCU 8/29/2013 4:49 PM - Deescalate to Hertz Level 1 Helpdesk_x000D_ LCU 8/30/2013 2:28 PM - Case closed_x000D_ SOL - Referred to Local Support
 |  | CRT 8/29/2013 10:33 PM_x000D_ ACK 8/29/2013 2:50 PM - Informed submitter of issue receipt - 1st attempt closure_x000D_ LCU 9/3/2013 3:02 AM - Requested for case closure – 2nd attempt_x000D_ LCU 9/10/2013 7:09 AM - Case closed_x000D_ SOL No Contact
 |  | ERT 8/29/2013 10:26 PM_x000D_ ACK 8/29/2013 2:50 PM - Informed submitter of issue receipt & 1st attempt closure_x000D_ LCU 9/3/2013 3:01 AM - Requested for case closure – 2nd attempt_x000D_ LCU 9/3/2013 2:10 PM - Case closed_x000D_ SOL Explained Process
 |  | ERT 8/29/2013 10:27 PM_x000D_ LCU 8/29/2013 2:55 PM - informed submitter of issue receipt and escalation to level 3
 |  | ERT 8/29/2013 10:53 PM_x000D_ ACK 8/29/2013 3:59 PM - Informed submitter of issue receipt - 1st attempt info_x000D_ LCU 8/29/2013 4:38 PM - 1st attempt info_x000D_ LCU 9/3/2013 2:58 AM - Requested for case closure – 2nd attempt_x000D_ LCU 9/10/2013 7:12 AM - Case closed_x000D_ SOL No Contact
 |  | ERT 8/30/2013 12:57 AM_x000D_ ACK 8/29/2013 5:21 PM - Informed submitter of issue receipt - 1st attempt closure_x000D_ LCU 9/4/2013 2:33 AM - 2nd attempt closure_x000D_ LCU 9/4/2013 9:00 PM - Case closed_x000D_ SOL Completed Request
 |  | ERT 8/30/2013 1:37 AM_x000D_ ACK 8/29/2013 5:43 PM - Informed submitter of issue receipt_x000D_ LCU 8/29/2013 6:25 PM - 1st attempt info_x000D_ LCU 8/30/2013 2:57 AM - 1st attempt info_x000D_ LCU [NAME] attempt closure_x000D_ LCU 9/3/2013 4:55 PM - Case closed_x000D_ SOL - Referred to Local Support
 |  | CRT 8/29/2013 5:01 AM_x000D_ LCU 8/29/2013 9:21 PM - case closed_x000D_ SOL-MANUALLY MARKED COMPLETED
 |  | ERT 8/30/2013 4:56 AM_x000D_ ACK 8/29/2013 9:25 PM - informed submitter of issue receipt_x000D_ LCU 8/29/2013 9:45 PM - 1st attempt info_x000D_ LCU 9/3/2013 2:57 AM - Requested for case closure – 2nd attempt_x000D_ LCU 9/10/2013 2:36 AM - Case closed_x000D_ SOL - No Contact
 |  | CRT 8/30/2013 4:51 AM Case Closed SOL Explained Process
 |  | CRT 8/30/2013 5:25 AM_x000D_ SOL - Completed Request
 |  | ERT  8/30/2013 5:29 AM_x000D_ ACK 8/29/2013 9:50 PM - informed submitter of issue receipt and escalation to level 3_x000D_ LCU 8/30/2013 5:58 PM - informed submitter of issue update_x000D_ LCU 9/2/2013 8:59 PM - informed submitter of issue update_x000D_ LCU 9/4/2013 1:34 PM - 1st attempt closure_x000D_ LCU 9/9/2013 2:47 AM - Pending response – 2nd attempt closure_x000D_ LCU 9/9/2013 9:43 PM - reescalate to level 3_x000D_ LCU 9/10/2013 12:07 AM - case closed_x000D_ SOL - Explained Process
 |  | ERT 8/30/2013 7:37 AM_x000D_ ACK 8/30/2013 12:33 AM - informed submitter of issue receipt_x000D_ LCU 8/30/2013 12:40 AM - 1st attempt closure_x000D_ LCU 8/30/2013 2:06 AM - 1st attempt closure_x000D_ LCU 9/3/2013 2:53 AM - Requested for case closure – 2nd attempt._x000D_ LCU 9/3/2013 5:01 PM - Case closed_x000D_ SOL Explained Process
 |  | ERT Fri 8/30/2013 1:45 PM_x000D_ ACK 8/30/2013 6:05 AM - Informed submitter of issue receipt_x000D_ LCU 8/30/2013 6:05 AM - Informed submitter of escalation to Tech Team - TTS00025672_x000D_ LCU 9/6/2013 4:50 AM - Informed submitter issue being analyzed_x000D_ LCU 9/9/2013 8:02 PM - 1st attempt closure
 |  | ERT 8/30/2013 2:26 PM_x000D_ ACK 8/30/2013 6:55 AM - Informed submitter of issue receipt / TTS00025673_x000D_ LCU 9/6/2013 4:53 AM - Informed submitter issue being analyzed
 |  | ERT 8/30/2013 3:28 PM ACK 8/30/2013 3:28 PM - Informed submitter of issue receipt / 1st [NAME] 9/4/2013 4:29 AM - Pending response – 2nd attempt info LCU 9/5/2013 1:47 AM - Pending Tech Team / TTS 25730
 |  | ERT 8/30/2013 3:35 PM_x000D_ ACK 8/30/2013 7:36 AM - Informed submitter of issue receipt - 1st attempt info_x000D_  LCU 9/4/2013 4:36 AM - Pending response – 2nd attempt info
 |  | ERT 8/30/2013 6:26 PM_x000D_ ACK 8/30/2013 11:00 AM - Informed submitter of issue receipt - 1st attempt info_x000D_ LCU 8/30/2013 11:51 AM - 1st Attempt Info_x000D_ LCU 9/4/2013 3:02 AM - 2nd attempt info
 |  | ERT 8/30/2013 8:19 PM_x000D_ ACK 8/30/2013 12:49 PM - Informed submitter of issue receipt / Informed submitter of case escalation to Level 3_x000D_ LCU 8/30/2013 5:27 PM - 1st attempt info_x000D_ LCU 9/6/2013 4:59 AM - 2nd attempt info
 |  | ERT 8/30/2013 9:18 PM_x000D_ ACK 8/30/2013 1:36 PM - Informed submitter of issue receipt - 1st attempt info_x000D_ LCU 8/30/2013 4:14 PM - TTS00025676_x000D_ LCU 8/30/2013 5:11 PM - Submitter informed on request update_x000D_ LCU 8/30/2013 5:54 PM - 1st attempt closure_x000D_ LCU 9/2/2013 7:20 AM - Case Closed_x000D_ SOL Completed Request
 |  | ERT 8/30/2013 9:40 PM_x000D_ ACK 8/30/2013 1:59 PM - Informed submitter of issue receipt - 1st attempt closure_x000D_ LCU 8/30/2013 3:06 PM - 1st attempt closure_x000D_ LCU 8/30/2013 3:09 PM - Case Closed_x000D_ SOL - Referred to Local Support
 |  | ERT 8/30/2013 10:49 PM_x000D_ ACK 8/30/2013 3:43 PM - Informed submitter of issue receipt - 1st attempt info_x000D_ LCU 9/4/2013 5:01 AM - Pending response – 2nd attempt info
 |  | CRT 8/30/2013 11:23 PM_x000D_ ACK 8/30/2013 3:48 PM - Informed submitter of issue receipt - 1st attempt info_x000D_ LCU 9/4/2013 3:05 AM - 2nd attempt info
 |  | ERT 8/30/2013 11:43 PM ACK 8/30/2013 4:04 PM - Informed submitter of issue receipt - 1st attempt [NAME] 8/30/2013 5:15 PM - 1st attempt [NAME] 5:04 AM - 2nd attempt info LCU 9/4/2013 4:42 PM - 1st attempt info LCU 9/4/2013 5:51 PM - 1st attempt closure LCU 9/4/2013 6:13 PM - Case Closed SOL User Solved
 |  | ERT 8/31/2013 12:39 AM_x000D_ ACK 8/30/2013 5:05 PM - Informed submitter of issue receipt - Informed submitter of case escalation to [NAME] attempt closure_x000D_  LCU 9/4/2013 3:51 AM - Pending response – 2nd attempt
 |  | ERT 8/31/2013 12:50 AM_x000D_ ACK 8/30/2013 5:22 PM - Informed submitter of issue receipt - Informed submitter of case escalation to Level 3_x000D_ LCU 9/5/2013 3:03 AM - Informed submitter issue being analyzed
 |  | CRT 8/31/2013 1:51 AM ACK 8/30/2013 6:10 PM - Informed submitter of issue receipt - 1st attempt closure LCU 9/4/2013 4:04 AM - Pending response – 2nd attempt LCU 9/4/2013 5:07 PM - Case Closed SOL Completed Request
 |  | CRT 8/31/2013 2:06 AM_x000D_ ACK 8/30/2013 6:31 PM - Informed submitter of issue receipt_x000D_ LCU 8/30/2013 10:51 PM - Informed submitter of issue update and case escalation to level 3 team_x000D_ LCU 9/5/2013 6:30 PM - Informed submitter of case escalation to Level 3
 |  | CRT 8/31/2013 3:12 AM_x000D_ ACK 8/30/2013 7:35 PM - Informed submitter of issue receipt - 1st attempt info_x000D_ LCU 8/31/2013 12:21 AM - 1st attempt closure_x000D_ LCU 9/4/2013 4:19 AM - 2nd attempt closure_x000D_ SOL Manually Marked Complete
 |  | CRT 8/31/2013 3:19 AM_x000D_ ACK 8/30/2013 7:43 PM - Informed submitter of issue receipt - 1st attempt info_x000D_  LCU 9/4/2013 5:06 AM - Pending response – 2nd attempt info
 |  | ERT 8/31/2013 4:50 AM_x000D_ ACK 8/30/2013 9:10 PM - Informed submitter of issue receipt - 1st attempt closure_x000D_ LCU 9/4/2013 2:36 AM - 2nd attempt closure_x000D_ LCU 9/4/2013 4:01 AM - Case closed_x000D_ SOL Explained Process
 |  | CRT 8/31/2013 5:14 AM_x000D_ ACK 8/30/2013 9:35 PM - Informed submitter of issue receipt & 1st attempt closure_x000D_ LCU 9/4/2013 2:39 AM - 2nd attempt closure
 |  | ERT 8/31/2013 6:38 AM_x000D_ ACK 8/30/2013 11:18 PM - Informed submitter of issue receipt & 1st attempt closure_x000D_ LCU 9/4/2013 2:42 AM - 2nd attempt closure
 |  | ERT 8/31/2013 12:35 AM_x000D_ ACK 8/31/2013 12:18 PM - Informed submitter of issue receipt - 1st attempt closure_x000D_ LCU 9/3/2013 4:50 PM - 1st attempt closure_x000D_ LCU 9/3/2013 7:14 PM - Case closed_x000D_ SOL Referred to Local Support