Spreadsheet: 143297d1330355111-lookup-and-calculate-based-on-group-name-try1-autosaved-
Sheet: Raw Data

opened_at | u_resolve_time | number | priority | u_ticket_type | incident_state | u_pending_explanation | short_description | [NAME] | assignment_group | cmdb_ci | category | subcategory | u_subitem | active | sys_updated_by | u_az_ticket_number | assigned_to | u_assignment_time | business_duration | business_stc | u_ci_entry | impact | [NAME] | u_reopened | reassignment_count | close_code | close_notes | u_resolved_by | TTR
2012-01-09 10:25:51 | 2012-01-09 15:52:34 | INC0010998 | 5 - Medium | Service Request | Closed |  | Internet Explorer - Requesting Newer Version | [NAME] | Deskside - Gaithersburg | Internet Explorer 7 | Applications | COTS | Software Install | False | system |  | Avinash Dunham | 2012-01-09 11:07:16 | 2585-09-13 00:00:00 | 2585-09-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved Remotely (Permanently) | Spoke to user and informed him software was not approved. | Avinash Dunham
2012-01-09 10:49:41 | 2012-01-09 12:12:09 | INC0011005 | 5 - Medium | Service Request | Closed |  | Access to SA Tracker (Real ticket) | [NAME] | CZ - Enterprise Application - Support |  | Applications | Business Applications | New Request | False | system |  | [NAME] | 2012-01-09 11:10:50 | 2581-10-14 00:00:00 | 2581-10-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Resolved (3 Strike) | Access granted to all these users. | [NAME]
2012-01-09 11:32:58 | 2012-01-09 11:52:04 | INC0011009 | 5 - Medium | Incident | Closed |  | [NAME] issues- Could not connect to mediguest | [NAME] | Service Desk |  | Network/Connectivity | Wireless | Access | False | system |  | [NAME] |  | 2574-09-04 00:00:00 | 2574-09-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Had user connect and tested functionaltiy. | [NAME]
2012-01-09 13:56:58 | 2012-01-09 14:09:32 | INC0011031 | 5 - Medium | Service Request | Closed |  | Grid pin reset | [NAME] | Service Desk |  | Applications | Business Applications | [NAME] | False | system |  |  |  | 2551-01-08 00:00:00 | 2551-01-08 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Work Around) | Client call was transferred to IBM for further assistance. | Stephanie Hightower
2012-01-09 15:34:17 | 2012-01-11 08:53:00 | INC0011038 | 5 - Medium | Incident | Closed |  | Symentech group needs access to port 2222 | [NAME] | Unix Server Support |  | Server/Data Center | Database/System | Access | False | system |  | [NAME] | 2012-01-10 19:17:36 | 2771-08-04 00:00:00 | 2771-08-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Work Around) | Per [NAME], This is a Symantec appliance which IBM supports.  A case will be opened with IBM to investigate.  We are going to work with Pritish to get this server moved earlier in the migration schedule. | [NAME]
2012-01-09 16:28:22 | 2012-01-09 16:59:35 | INC0011043 | 5 - Medium | Service Request | Closed |  | User called and said he need 17 astrazenica on the go accounts created | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] |  | 2526-02-24 00:00:00 | 2526-02-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This is a Duplicated ticket _x000D_ Ticket # [NAME] is the ticket that resolved the issue. | [NAME]
2012-01-09 16:33:29 | 2012-02-07 12:45:11 | INC0011047 | 5 - Medium | Service Request | Closed | Assigned External | User called in to create 17 user accounts in active directory and access OTG | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | New | Account | False | system | 2883762 | [NAME] |  | 5009-02-20 00:00:00 | 5009-02-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | checked with [NAME] the ticket has been resolved. | [NAME]
2012-01-09 22:53:41 | 2012-02-06 23:13:22 | [NAME] | 5 - Medium | Service Request | Closed | Pending Customer | Create GPO to add Service-now.com to the Exchange Safe Sender List | [NAME] | Intel Server Support | Outlook 2003 | Other | Other | Other | False | system |  | [NAME] | 2012-01-09 23:01:20 | 4856-12-07 00:00:00 | 4856-12-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This is now being tracked in ticket number INC0012250 | [NAME]
2012-01-10 08:53:54 | 2012-01-10 11:10:48 | INC0011073 | 5 - Medium | Incident | Closed |  | Cannot connect to the network at his new desk (using port A) | [NAME] | Service Desk | [NAME] | Network/Connectivity | Wired | Access | False | system |  | [NAME] | 2012-01-10 09:02:59 | 2719-02-01 00:00:00 | 2719-02-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved Remotely (Work Around) | had instructed mr. [NAME] to turn off wireless switch and then connect again with the network cable. vonzella _x000D_ ref: INC0011109 deskside had fixed the problem with the port a. | [NAME]
2012-01-10 09:23:44 | 2012-01-10 09:45:03 | INC0011076 | 5 - Medium | Service Request | Closed |  | Add BOBBAN to CITRIX-GDLIMS-DEV-User-CPS4 group | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-01-10 09:26:11 | 2595-11-27 00:00:00 | 2595-11-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Contacted IBM and had user account added to the CITRIX-GDLIMS-DEV-User-CPS4 group. | [NAME]
2012-01-10 09:46:07 |  | INC0011084 | 5 - Medium | Service Request | Pending | Pending Customer | Needs to have 32 Karat approved as software that can be installed | [NAME] | SDD - OP Support | CI Not Found | Applications | Business Applications | Install/Remove | True | DonoghueD |  | [NAME] | 2012-01-17 08:53:15 | 00:00:00 |  | testing | 1-2 Users Affected | [NAME] | False | 3
2012-01-10 10:00:15 | 2012-01-16 12:42:02 | INC0011087 | 5 - Medium | Incident | Closed | Assigned External | "Invalid user name and password" in GridGuard | [NAME] | Service Desk |  | Network/Connectivity | Remote | Fault/Error | False | system | 2887750 | [NAME] | 2012-01-10 10:11:16 | 3063-01-07 00:00:00 | 3063-01-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | IBM says they have resolved the ticket. | [NAME]
2012-01-10 11:22:46 | 2012-01-17 10:38:22 | INC0011107 | 5 - Medium | Incident | Closed |  | User cannot save an edited document using pmpoint | [NAME] | CZ - Collaboration & BI - Support |  | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-01-10 11:32:26 | 3167-09-28 00:00:00 | 3167-09-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Resolved (3 Strike) | Steps to resolve the issue has been provided. The user confirmed that the given steps did work for him. | [NAME]
2012-01-10 11:46:15 | 2012-01-10 14:16:37 | INC0011109 | 5 - Medium | Service Request | Closed |  | Turn on port and set up phone for [NAME] | [NAME] | Deskside - Gaithersburg |  | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-01-10 11:49:39 | 2572-06-29 00:00:00 | 2572-06-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Port has already been activated. Activated and setup phone in cube 133F | [NAME]
2012-01-10 11:49:50 | 2012-01-11 09:58:41 | INC0011110 | 5 - Medium | Service Request | Closed |  | Turn on port and set up phone for [NAME] (81183) in 55WWM 136H | [NAME] | Deskside - Gaithersburg | [NAME] | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-01-10 11:51:45 | 2690-03-08 00:00:00 | 2690-03-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/11/12 The Phone has been configured, tested and deployed to the customer. | [NAME]
2012-01-10 11:51:50 | 2012-01-10 14:20:16 | INC0011111 | 5 - Medium | Service Request | Closed |  | Turn on network port in 55WWM 136J and set up phone for x81151 ([NAME]) | [NAME] | Deskside - Gaithersburg |  | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-01-10 11:53:33 | 2571-07-30 00:00:00 | 2571-07-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Port has already been activated. Activated and setup phone in cube 136J | [NAME]
2012-01-10 11:53:52 | 2012-01-10 14:41:39 | INC0011112 | 5 - Medium | Service Request | Closed | Pending Customer | Install MS Project and MS Visio for [NAME] | [NAME] | Service Desk | Microsoft Project Server (Dev) | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-01-10 11:55:20 | 2571-03-30 00:00:00 | 2571-03-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | MS Project and MS Visio installed. | [NAME]
2012-01-10 11:55:46 | 2012-01-12 10:07:38 | INC0011113 | 5 - Medium | Service Request | Closed | Pending Customer | Install MS Visio and MS Project for Richard Beasley | [NAME] | Service Desk |  | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-01-10 11:56:52 | 2807-06-27 00:00:00 | 2807-06-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] and Project were installed while he was at his meeting yesterday by deskside support._x000D_ | [NAME]
2012-01-10 12:28:54 | 2012-01-10 15:16:06 | INC0011116 | 5 - Medium | Incident | Closed | Pending Customer | Customer receives an error when logging in from the Ctrl,Alt,Del screen | [NAME] | Deskside - Gaithersburg |  | Applications | OS | Access | False | system |  | [NAME] | 2012-01-10 14:42:07 | 2565-06-27 00:00:00 | 2565-06-27 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 1 | Solved (Permanently) | Opened control panel > user accounts and checked user must enter username and password at logon. Restarted the machine and opens to the CTL+ALT+DEL screen. | [NAME]
2012-01-10 12:52:41 | 2012-01-10 13:17:22 | INC0011117 | 5 - Medium | Incident | Closed |  |  | [NAME] | Exchange Server Support |  | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-01-10 12:56:09 | 2561-07-31 00:00:00 | 2561-07-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved Remotely (Permanently) | verified mailbox can be accessed through OWA | [NAME]
2012-01-10 13:56:04 | 2012-01-10 15:21:33 | INC0011119 | 5 - Medium | Incident | Closed | Assigned External | can't access org chart, gets blank screen with red x in corner | [NAME] | Deskside - Gaithersburg |  | Applications | Business Applications | Fault/Error | False | system | 2793352 | [NAME] | 2012-01-10 14:19:03 | 2551-03-03 00:00:00 | 2551-03-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Installed Org Chart Plugin | [NAME]
2012-01-10 16:08:41 | 2012-01-10 16:29:10 | INC0011130 | 5 - Medium | Incident | Closed |  | Outlook is slow | [NAME] | Deskside - Gaithersburg | Outlook 2010 | Applications | Outlook | Performance | False | system |  |  | 2012-01-10 16:15:59 | 2647-08-30 00:00:00 | 2647-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved Remotely (Permanently) | Accessed customer system remotely and checked if application was installed.  Installed application and confirmed with customer that is works. | [NAME]
2012-01-10 16:09:00 | 2012-01-10 17:23:32 | INC0011131 | 5 - Medium | Incident | Closed |  | Outlook Application Performance - Excercise | [NAME] | Deskside - Gaithersburg | Outlook 2010 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-01-10 16:11:27 | 2529-05-01 00:00:00 | 2529-05-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JK- closing per chris mcguin as part of test | [NAME]
2012-01-10 16:43:18 | 2012-01-10 16:46:52 | INC0011135 | 5 - Medium | Incident | Closed |  | Performance issue with Outlook 2010 | [NAME] | Deskside - Gaithersburg | Outlook 2010 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-01-10 16:44:45 | 2523-09-12 00:00:00 | 2523-09-12 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | This was a test. Issue resolved | [NAME]
2012-01-10 16:56:40 | 2012-01-10 17:48:55 | INC0011137 | 5 - Medium | Service Request | Closed |  | Applications Outlook Configuration (Outlook 2010) | [NAME] | Deskside - Gaithersburg | Outlook 2010 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-01-10 17:23:55 | 2521-07-02 00:00:00 | 2521-07-02 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Accessed customer system remotely and checked if application was installed.  Installed application and confirmed with customer that is works. | [NAME]
2012-01-10 17:27:01 | 2012-01-11 09:17:37 | INC0011141 | 5 - Medium | Service Request | Closed |  | Add the Service Now ITIL Role to [NAME] | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-01-10 17:34:43 | 2871-05-07 00:00:00 | 2871-05-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added to the Intel Server Support Group. | [NAME]
2012-01-10 18:01:17 | 2012-01-10 18:07:10 | INC0011144 | 5 - Medium | Service Request | Closed |  | Access request for SATracker system. User id - TekumallaR. | [NAME] | CZ - Collaboration & BI - Support |  | Applications | COTS | Configuration | False | system |  | [NAME] | 2012-01-10 18:05:24 | 2510-11-20 00:00:00 | 2510-11-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Resolved (3 Strike) | Access provided to the user (User id - TekumallaR) as requested. | [NAME]
2012-01-10 18:02:47 | 2012-01-30 10:41:19 | INC0011145 | 5 - Medium | Service Request | Closed |  | Create a new Service Account for vCenter Deployment | [NAME] | Intel Server Support | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_New Account | False | system |  | [NAME] | 2012-01-10 18:25:13 | 4166-07-11 00:00:00 | 4166-07-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Added account to required group | [NAME]
2012-01-11 08:38:06 | 2012-01-26 16:27:16 | INC0011154 | 5 - Medium | Incident | Closed | Pending Customer | Phone does not ring when receiving a call | [NAME] | Voice | [NAME] | Telephony | [NAME] | Fault/Error | False | system |  | [NAME] | 2012-01-16 10:46:54 | 3904-06-16 00:00:00 | 3904-06-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Phone configured in Call Manager... | [NAME]
2012-01-11 09:44:09 | 2012-01-11 09:52:54 | INC0011162 | 5 - Medium | Service Request | Closed |  |  | [NAME] | Exchange Server Support | Outlook 2003 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-11 09:51:15 | 2592-07-20 00:00:00 | 2592-07-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Completed the task | [NAME]
2012-01-11 09:55:02 | 2012-01-11 10:02:02 | INC0011164 | 5 - Medium | Service Request | Closed |  | Customer requested [NAME] | [NAME] | Service Desk |  | Applications | COTS | Software Install | False | system |  | Stephanie Hightower |  | 2590-10-06 00:00:00 | 2590-10-06 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | True | 0 | Solved (Permanently) | [NAME] that [NAME] is  not a browser that is supported by Medimmune and it can not be installed. | Stephanie Hightower
2012-01-11 09:55:41 | 2012-01-24 13:46:05 | INC0011165 | 5 - Medium | Service Request | Closed | Assigned External | Add Managers to Distribution List - #AllMedImmune | [NAME] | Service Desk | Outlook 2003 | s_Security/Admin | s_Active Directory | Distribution List | False | system | 2893149 | [NAME] | 2012-01-11 17:21:41 | 3655-02-26 00:00:00 | 3655-02-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 4 | Solved (Permanently) | Both DL's have been successfully added to #ALLMEDIMMUNE per the user's request. | [NAME]
2012-01-11 10:23:06 | 2012-01-11 11:40:03 | INC0011170 | 5 - Medium | Service Request | Closed |  | Caller is requesting a headset for his Cisco Phone | [NAME] | Deskside - Gaithersburg |  | s_Desktop Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-01-11 10:28:10 | 2586-02-25 00:00:00 | 2586-02-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Headsets are not provided by IT. | [NAME]
2012-01-11 10:24:27 | 2012-01-16 08:30:00 | INC0011171 | 5 - Medium | Service Request | Closed | Assigned External | Customer needs new OPS account - [NAME] | Troy Rudy | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_New Account | False | system | 2892745 |  | 2012-01-11 11:43:27 | 2940-10-06 00:00:00 | 2940-10-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Accounts Maintenance team has created account. | [NAME]
2012-01-11 10:28:35 | 2012-01-17 08:21:18 | INC0011173 | 4 - High | Incident | Closed | Assigned External | Synagis.com is down | Desiree Corwin | Service Desk | Synagis.com (N/A) | Server/Data Center | Database/System | Outage | False | system | 2892533 | [NAME] | 2012-01-11 13:10:51 | 3058-05-13 00:00:00 | 3058-05-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved Remotely (Permanently) | Called IBM Service Desk to follow up on ticket, was advised that [NAME] resoved the issue and IBM has resolved the ticket on their end. | [NAME]
2012-01-11 11:09:22 | 2012-01-11 11:12:19 | INC0011185 | 5 - Medium | Service Request | Closed |  | Need 2 new groups created for SDD | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Create New Group | False | system |  | [NAME] | 2012-01-11 11:12:18 | 2815-02-09 00:00:00 | 2815-02-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Created the requested groups and added the requested people | [NAME]
2012-01-11 11:12:25 | 2012-01-11 11:15:02 | INC0011186 | 5 - Medium | Service Request | Closed |  | Please add people to the SDD groups | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-01-11 11:15:02 | 2814-08-10 00:00:00 | 2814-08-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Made the requested changes to groups. | [NAME]
2012-01-11 11:15:54 | 2012-01-11 11:18:01 | INC0011187 | 5 - Medium | Service Request | Closed |  | Please add [NAME] to the SDD - MR Support group | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-01-11 11:17:23 | 2814-01-13 00:00:00 | 2814-01-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I added [NAME] to the requested group | [NAME]
2012-01-11 11:51:35 | 2012-01-12 08:40:51 | INC0011189 | 5 - Medium | Incident | Closed | Assigned External | User needs Exchange Account Provisioned | Pritish Nawlakhe | Service Desk | Outlook 2003 | Applications | Outlook | Access | False | system | IBM 2892846 | [NAME] | 2012-01-11 17:17:30 | 2689-11-23 00:00:00 | 2689-11-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | User had email created in exchange. | [NAME]
2012-01-11 12:13:35 | 2012-01-11 17:40:07 | INC0011190 | 5 - Medium | Service Request | Closed |  |  |  | Service Desk |  | Other | Other | Other | False | system |  | [NAME] |  | 2568-01-02 00:00:00 | 2568-01-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This was a test ticket. | [NAME]
2012-01-11 15:21:55 | 2012-01-16 15:14:12 | INC0011205 | 5 - Medium | Service Request | Closed | Assigned External | [NAME] has multiple certificates preventing him from showing in GAL | [NAME] | Intel Server Support |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system | 2836044 | [NAME] | 2012-01-16 13:17:21 | 2891-11-24 00:00:00 | 2891-11-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Work Around) | Removed certificates per request - this is a temporary fix, and the issue could arise again. Messaging team will be working to put a permanent fix in place - pending [NAME] | [NAME]
2012-01-11 15:54:08 | 2012-01-19 09:34:28 | INC0011206 | 5 - Medium | Service Request | Closed | Assigned External | Access to a calendar | [NAME] | Service Desk |  | Applications | Outlook | How To | False | system | 2892647 | [NAME] | 2012-01-11 17:20:06 | 3241-06-09 00:00:00 | 3241-06-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) |  | [NAME]
2012-01-12 08:57:15 | 2012-01-12 09:38:25 | INC0011214 | 5 - Medium | Service Request | Closed |  | Headset required | [NAME] | Service Desk |  | Telephony | [NAME] | Request For Information | False | system |  | [NAME] |  | 2600-04-04 00:00:00 | 2600-04-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Emailed the user the process cited by deskside. _x000D_ _x000D_ | [NAME]
2012-01-12 09:08:09 | 2012-01-18 11:43:02 | INC0011215 | 5 - Medium | Service Request | Closed |  | User needs [NAME] 450 pro installed | [NAME] | Deskside - Gaithersburg | Printer | s_Desktop Hardware | Peripheral | Configuration | False | system |  | [NAME] | 2012-01-12 14:58:02 | 3071-07-30 00:00:00 | 3071-07-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Issue has already been resolved | [NAME]
2012-01-12 09:21:20 | 2012-01-19 16:38:12 | INC0011216 | 5 - Medium | Incident | Closed | Pending Customer | Unable to upload or save to Sharepoint, permissions still incorrect | [NAME] | CZ - Collaboration & BI - Support | Sharepoint (Prod) | Applications | Business Applications | Access | False | system | 2896409 | [NAME] | 2012-01-13 10:19:35 | 3187-09-09 00:00:00 | 3187-09-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Resolved (3 Strike) | Worked with the user to provide appropriate access permissions to the document folder. Issue is now resolved. | [NAME]
2012-01-12 10:04:46 | 2012-01-12 14:14:49 | INC0011220 | 5 - Medium | Incident | Closed | Assigned External | Onboarding - Richard Klein Phone Setup | Shannon Boorstein | Service Desk |  | Telephony | [NAME] | Access | False | system | 2836848 | [NAME] | 2012-01-16 09:33:02 | 3417-02-09 00:00:00 | 3417-02-09 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 3 | Solved (Work Around) | Resolved to [NAME] ticket 2836848 | [NAME]
2012-01-12 10:22:47 | 2012-01-16 10:16:41 | INC0011222 | 5 - Medium | Service Request | Closed | Assigned External | Onboarding - [NAME] | Shannon Boorstein | Service Desk | Outlook 2003 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Outlook  Issue | False | system | IBM 2896632 | [NAME] | 2012-01-12 12:34:28 | 2822-10-05 00:00:00 | 2822-10-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Reply from: BoorsteinS@MedImmune.com_x000D_ _x000D_ I think that she is good to go!_x000D_ _x000D_ [NAME] Boorstein_x000D_ Communications Coordinator_x000D_ _x000D_ | [NAME]
2012-01-12 10:26:00 | 2012-01-12 10:53:28 | INC0011224 | 5 - Medium | Incident | Closed | Pending Customer | Error message when send/receive in outlook. | [NAME] | Service Desk |  | Applications | Outlook | Access | False | system |  | [NAME] | 2012-01-12 10:43:04 | 2585-09-04 00:00:00 | 2585-09-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Restarted computer and logged into network and outlook. | [NAME]
2012-01-12 13:19:59 | 2012-01-19 10:45:28 | INC0011226 | 5 - Medium | Service Request | Closed | Assigned External | Service Desk has problem reseting gridgard pin | [NAME] |  |  | s_Security/Admin | s_On the Go | Access Request | False | system | N/A - Email | [NAME] |  | 3148-06-26 00:00:00 | 3148-06-26 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 0 | Solved (Permanently) | According to [NAME], Software Engineering for [NAME] (GridGuard), they do not support nested groups for identifying administrators in their application. They restrict their application to lookups within the immediate group only. There are no current plans to support nested groups in the future._x000D_ | [NAME]
2012-01-12 13:36:25 | 2012-01-16 12:46:31 | INC0011230 | 5 - Medium | Service Request | Closed | Assigned External | User trying to have her name changed in AD | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system | 2897153 |  |  | 2790-12-14 00:00:00 | 2790-12-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | IBM says the name has been changed in AD | [NAME]
2012-01-12 14:13:50 | 2012-01-12 14:43:39 | INC0011236 | 5 - Medium | Service Request | Closed |  | Software Install | [NAME] | Deskside - Gaithersburg |  | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-12 14:20:04 | 2548-04-01 00:00:00 | 2548-04-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed as requested | [NAME]
2012-01-12 14:31:20 | 2012-01-12 14:45:31 | INC0011239 | 5 - Medium | Service Request | Closed |  | User called to check on AD account setup | [NAME] | Service Desk | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_New Account | False | system |  |  |  | 2545-05-17 00:00:00 | 2545-05-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved Remotely (Permanently) | I placed a call to the user and I let her know that the IBM helpdesk said it should be complete either today or tomorrow.    I asked her if she would like me to keep this ticket open. _x000D_  She said 'no, close it' | [NAME]
2012-01-12 14:45:43 | 2012-01-13 14:46:14 | INC0011240 | 5 - Medium | Incident | Closed | Assigned External | RLIM System Account | [NAME] | Service Desk |  | Server/Data Center | Database/System | Access | False | system | 2897268 |  |  | 2661-04-16 00:00:00 | 2661-04-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | IBM resolved the ticket. | [NAME]
2012-01-12 15:02:37 | 2012-01-17 09:16:21 | INC0011244 | 1 - Critical Outage | Incident | Closed |  | Problem with OntheGo login | [NAME] | Network Level 2 | OnTheGo | Network/Connectivity | Remote | Access | False | system |  |  | 2012-01-12 16:05:18 | 2895-01-25 00:00:00 | 2895-01-25 00:00:00 |  | 101 or more Users Affected | [NAME] | False | 2 | Solved (Permanently) | Spoke to [NAME] (MIM) and he said the issue is resolved. | [NAME]
2012-01-12 17:04:48 | 2012-01-23 09:11:35 | INC0011257 | 5 - Medium | Incident | Closed | Assigned External | citrix does not have FMDESKTOP | [NAME] | SDD - OP Support |  | Applications | Business Applications | Fault/Error | False | system | 2897486 | [NAME] | 2012-01-13 10:58:47 | 3348-02-09 00:00:00 | 3348-02-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Work Around) | Issue with FM desktop seems to be IE browser based, Each incident will require unique solutioning. Replacement solution shoul dbe online for [NAME] by Apr 2012. | [NAME]
2012-01-13 09:14:36 | 2012-01-13 10:27:03 | INC0011266 | 5 - Medium | Incident | Closed |  |  | [NAME] | Service Desk |  | ServiceNow | Incident | Access | False | system |  | [NAME] |  | 2597-05-28 00:00:00 | 2597-05-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User did not have rights to create ticket. Created new ticket #11273 detailing issue. | [NAME]
2012-01-13 09:15:07 | 2012-01-13 10:22:47 | INC0011267 | 5 - Medium | Incident | Closed |  |  | [NAME] | Service Desk |  | ServiceNow | Incident | Access | False | system |  | [NAME] |  | 2597-04-27 00:00:00 | 2597-04-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User did not have rights to create ticket. Created new ticket #11273 detailing issue. | [NAME]
2012-01-13 09:15:16 | 2012-01-13 10:03:20 | INC0011268 | 5 - Medium | Service Request | Closed |  |  | [NAME] | Service Desk |  | Applications | COTS | Configuration | False | system |  | [NAME] |  | 2597-04-18 00:00:00 | 2597-04-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User did not have rights to create ticket. Made a new ticket #11273 detailing issue. | [NAME]
2012-01-13 09:21:53 | 2012-01-13 09:36:33 | INC0011271 | 5 - Medium | Incident | Closed | Assigned External | User requested a follow up check with an issue at the IBM helpdesk. | [NAME] | Service Desk |  | Applications | Business Applications | Access | False | system | 2900906 | [NAME] | 2012-01-13 09:36:33 | 2596-03-17 00:00:00 | 2596-03-17 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Provided user with an update from IBM reguarding changes that needed to be made to his staffs accounts. Had IBM reset the passwords of four accounts and provided that information to the user. | [NAME]
2012-01-13 09:27:55 | 2012-01-13 10:15:15 | [NAME] | 5 - Medium | Service Request | Closed |  | Unable to see Free/Busy information | [NAME] | Deskside - Gaithersburg |  | Applications | Outlook | How To | False | system |  | [NAME] | 2012-01-13 09:32:56 | 2595-03-21 00:00:00 | 2595-03-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | re-created Outlook profile, tested ok | [NAME]
2012-01-13 09:47:12 | 2012-01-13 16:01:20 | INC0011273 | 5 - Medium | Service Request | Closed |  | User can not edit tickets in Service Now | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-01-13 09:56:34 | 2592-01-19 00:00:00 | 2592-01-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Assigned Justin to the Intel Server Support group, | [NAME]
2012-01-13 09:49:56 | 2012-01-23 09:29:10 | INC0011274 | 5 - Medium | Service Request | Closed |  | buid 10 VM's for SharePoint Project | Thuan Tran | Intel Server Support |  | Other | Other | Other | False | system |  | [NAME] | 2012-01-13 09:52:05 | 3301-04-08 00:00:00 | 3301-04-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | vm's were built by delivery date | [NAME]
2012-01-13 10:58:52 |  | INC0011276 | 5 - Medium | Service Request | Assigned |  | Restore Request | [NAME] | Storage Restore Team | Other | s_Security/Admin | s_Home Folder | s_Home Folder_Modify | True | rheringhaus | IBM 2900878 |  | 2012-02-20 14:19:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-01-13 13:00:05 | 2012-01-16 09:46:40 | INC0011280 | 5 - Medium | Service Request | Closed |  | Offer Remote Assistance problem | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] |  | 2678-08-23 00:00:00 | 2678-08-23 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The service desk is able to use the original script if they are on a medi device. We are working on another solution for those with Tek laptops. | [NAME]
2012-01-13 13:49:49 | 2012-01-13 14:40:12 | INC0011282 | 5 - Medium | Service Request | Closed |  | Enbled users for ActiveSync | [NAME] | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-13 13:53:22 | 2552-03-12 00:00:00 | 2552-03-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Enabled ActiveSync for Collin and [NAME] complete | [NAME]
2012-01-13 14:17:57 | 2012-01-23 09:12:09 | INC0011284 | 5 - Medium | Incident | Closed |  | user cannot view images on ezbuy. | [NAME] | Deskside - Gaithersburg |  | i_Desktop Hardware | Computer | Fault/Error | False | system |  | [NAME] | 2012-01-13 14:26:41 | 3257-03-28 00:00:00 | 3257-03-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | re installed [NAME] and tested. everything works fine | [NAME]
2012-01-13 14:39:23 | 2012-01-13 16:03:16 | INC0011287 | 5 - Medium | Service Request | Closed |  | Was having issues connecting to the Internet | [NAME] | Deskside - Gaithersburg |  | Network | Wired | Access Request | False | system |  | [NAME] | 2012-01-13 14:44:34 | 2544-01-20 00:00:00 | 2544-01-20 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 1 | Solved (Permanently) | JK 1/13-fixed ie settings and tested.  everything is fine ~[5.4.10.87]~1Q11V1~~[R]~_x000D_ | [NAME]
2012-01-13 14:52:16 | 2012-01-13 15:18:14 | INC0011288 | 5 - Medium | Service Request | Closed |  | Can not save to home drive. | [NAME] | Service Desk |  | s_Security/Admin | s_Home Folder | s_Home Folder_Create | False | system |  | [NAME] | 2012-01-13 15:18:14 | 2541-12-08 00:00:00 | 2541-12-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved Remotely (Permanently) | Mapped her home drive to \md1fs011\home\it\stanforde under the drive letter "H". Had the user try to save to the home drive. Test worked properly. | [NAME]
2012-01-13 15:12:46 | 2012-01-23 16:36:27 | INC0011290 | 5 - Medium | Incident | Closed | Pending Customer | When we log in to this now we are receiving a prompt to Activate windows. | [NAME] | Intel Server Support |  | Applications | OS | Fault/Error | False | system |  | Thuan Tran | 2012-01-13 15:14:33 | 3248-03-26 00:00:00 | 3248-03-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Updated the KMS client key on the server. | Thuan Tran
2012-01-13 15:38:43 | 2012-01-13 16:00:53 | INC0011292 | 5 - Medium | Service Request | Closed |  | Restrict modify permissions for a Folder. | [NAME] | Service Desk |  | s_Security/Admin | s_Shared Folder | s_Shared Folder_Modify Access | False | system |  | [NAME] | 2012-01-13 16:00:53 | 2534-04-22 00:00:00 | 2534-04-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved Remotely (Permanently) | Had the user change the permissions of the folder he was the owner of. | [NAME]
2012-01-13 16:04:22 | 2012-01-13 17:13:49 | INC0011297 | 5 - Medium | Service Request | Closed |  | Access request to [NAME] Exchange mailbox | [NAME] | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-13 16:08:09 | 2530-02-03 00:00:00 | 2530-02-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | provider [NAME] and [NAME] with full Access to [NAME] mailbox | [NAME]
2012-01-13 16:22:07 |  | INC0011299 | 6 - Low | Service Request | Pending | Pending Part | Automated/scripted solution that will query every DC for LastLogin time | [NAME] |  | Other | Other | Other | Other | True | HershkowitzJ |  | [NAME] |  | 00:00:00 |  | test | 1-2 Users Affected | [NAME] | False | 0
2012-01-13 16:27:39 | 2012-01-13 16:38:01 | INC0011300 | 5 - Medium | Incident | Closed |  | could not access on the go | [NAME] | Service Desk |  | Network/Connectivity | Remote | Fault/Error | False | system |  | [NAME] | 2012-01-13 16:38:00 | 2526-04-08 00:00:00 | 2526-04-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | tested successfully by going to home page and the results were no authentication popup window | [NAME]
2012-01-13 16:30:39 | 2012-02-06 12:28:57 | INC0011302 | 5 - Medium | Service Request | Closed |  | Automatic Updates showing up | [NAME] | Intel Server Support | MD1AS312 | Other | Other | Other | False | system |  | [NAME] | 2012-01-13 16:39:44 | 4418-03-20 00:00:00 | 4418-03-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This server is under Medimmune support now.  The tool we use for Patch Management is SCCM.  Updates were configured to notify the user that the updates were available, and the date and time of when it would be installed automatically.   Although it uses the same notification that Windows Updates uses, it is actually controlled by SCCM.  sorry for the confusion. | [NAME]
2012-01-13 17:35:17 | 2012-01-13 17:48:14 | INC0011308 | 5 - Medium | Incident | Closed |  | Enable Activesync request | [NAME] | Exchange Server Support |  | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-01-13 17:48:14 | 2515-02-27 00:00:00 | 2515-02-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | get-content c:\user.txt |get-mailbox | set-casmailbox -ActiveSyncEnabled $True _x000D_ run cmdlet against txt file with PrimarySmtpAddress | [NAME]
2012-01-15 08:32:07 | 2012-01-18 10:03:27 | INC0011312 | 5 - Medium | Service Request | Closed |  | Please provide [NAME] for Nov and Dec 2011 | [NAME] | ServiceNow Support | CI Not Found | Other | Other | Other | False | system |  | [NAME] | 2012-01-15 08:35:19 | 3437-08-09 00:00:00 | 3437-08-09 00:00:00 | Remedy | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Ran reports and emailed results to both people. | [NAME]
2012-01-15 13:16:59 | 2012-01-17 08:54:19 | INC0011316 | 5 - Medium | Incident | Closed |  |  | Leszek Okrasa | Service Desk |  | ServiceNow | Incident | Fault/Error | False | system |  |  |  | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | Leszek Okrasa | False | 0 | Solved (Permanently) | Contacted ticket opener. They were using a unsupported browser with Service Now and could not fill in the fields. Resolving ticket. | [NAME]
2012-01-16 04:08:27 | 2012-01-16 04:14:15 | INC0011317 | 5 - Medium | Service Request | Closed |  |  | Caprice DeLaTorre | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-16 04:12:01 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | added permissions ot the public folder for the effected user. | [NAME]
2012-01-16 06:40:20 | 2012-01-26 06:43:14 | INC0011318 | 5 - Medium | Incident | Closed |  | Outlook Exchange server random GUID | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-01-16 06:43:40 | 3555-11-19 00:00:00 | 3555-11-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | SMS team have identified missing hotfixes for the affected machines and have pushed out the hotfixes. | [NAME]
2012-01-16 08:39:11 | 2012-01-16 09:21:40 | INC0011320 | 5 - Medium | Incident | Closed | Assigned External | Error with Open Air (Insight) login | Praveen Kumar |  |  | Applications | Business Applications | Access | False | system | 2907520 | [NAME] |  | 2603-03-24 00:00:00 | 2603-03-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | IBM reset password and emailed to user. I called user and left message with update. | [NAME]
2012-01-16 09:11:38 | 2012-01-17 12:53:06 | INC0011321 | 2 - Severe Outage | Incident | Closed | Assigned External | Cannot send emails to Merck | [NAME] | Exchange Server Support | Exchange 2010 | Applications | Outlook | Fault/Error | False | system | 2907755 | [NAME] | 2012-01-16 09:52:04 | 2834-06-13 00:00:00 | 2834-06-13 00:00:00 |  | 21 to 100 Users Affected | [NAME] | False | 1 | Solved Remotely (Permanently) | The issue was resolved by the Merck.com email team correcting thier TLS Certificate chain | [NAME]
2012-01-16 09:24:35 | 2012-01-24 09:29:59 | INC0011322 | 5 - Medium | Incident | Closed |  | E-mail getting deleted after 30 days | [NAME] | Exchange Server Support |  | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-01-16 09:27:24 | 3305-06-07 00:00:00 | 3305-06-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | reply from: PfleidererA@Medimmune.com_x000D_ _x000D_ This has been resolved._x000D_ _x000D_ [NAME] Regards,_x000D_ _x000D_ [NAME] Pfleiderer_x000D_ | [NAME]
2012-01-16 09:32:49 | 2012-01-19 08:07:51 | INC0011324 | 5 - Medium | Service Request | Closed | Assigned External | Users Need Access to Server Share | [NAME] | Service Desk | MEDIDMZ21 | s_Security/Admin | s_Shared Folder | s_Shared Folder_Grant access | False | system | 2908800 | [NAME] | 2012-01-16 10:13:24 | 2949-03-31 00:00:00 | 2949-03-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | User has write access to server share | [NAME]
2012-01-16 09:43:10 | 2012-02-14 04:12:07 | INC0011327 | 5 - Medium | Service Request | Closed |  | Not able to view the training with Insight via Media Player Plugin | [NAME] | Deskside - Engineers | Internet Explorer 7 | Applications | COTS | Configuration | False | system |  | [NAME] | 2012-01-18 13:31:19 | 5194-10-26 00:00:00 | 5194-10-26 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 2 | Solved (Permanently) | Problems that occur like this should be resolved by the vendor. | [NAME]
2012-01-16 09:54:46 | 2012-01-16 10:16:52 | INC0011329 | 5 - Medium | Incident | Closed |  | eLMS notifications were sent out in error. | SreeLakshmi Tallam | Service Desk |  | Applications | Business Applications | Fault/Error | False | system |  |  | 2012-01-16 09:58:53 | 2590-10-22 00:00:00 | 2590-10-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User did not want to open a ticket. She just wanted to make everyone aware that they may be recieving these errors. | [NAME]
2012-01-16 09:58:29 | 2012-01-20 11:09:43 | INC0011333 | 5 - Medium | Service Request | Closed | Assigned External | Accounts renewal | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system | 2912057 | [NAME] | 2012-01-16 16:01:04 | 3063-04-23 00:00:00 | 3063-04-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | IBM extended the users account successfully. | [NAME]
2012-01-16 10:00:56 | 2012-01-16 12:08:18 | INC0011334 | 5 - Medium | Service Request | Closed | Pending Customer | User requested a password reset to his ops account | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-01-16 10:04:21 | 2589-10-17 00:00:00 | 2589-10-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User remembered his password when I called him back | [NAME]
2012-01-16 10:03:56 |  | INC0011335 | 5 - Medium | Service Request | Pending | Pending Part | Increase C Drive on md1vm097.medimmune.com | [NAME] | Intel Server Support | MD1VM097 | Other | Other | Other | True | ConradB |  | [NAME] | 2012-01-16 10:06:29 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-01-16 10:06:32 | 2012-02-09 13:38:50 | INC0011337 | 5 - Medium | Incident | Closed | Pending Customer | Aris Business Process 7.1 was down | [NAME] | Service Desk | ARISg (Prod) | Applications | Business Applications | Performance | False | system |  | [NAME] | 2012-02-08 12:58:39 | 4717-11-15 00:00:00 | 4717-11-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 5 | Solved (Permanently) | Called the User regarding this ticket. The user informed me that the situation has been resolved. | [NAME]
2012-01-16 10:19:11 | 2012-01-16 15:28:41 | INC0011341 | 5 - Medium | Incident | Closed |  | Malware/Spyware | [NAME] | Deskside - Gaithersburg |  | Applications | COTS | Access | False | system |  | [NAME] | 2012-01-16 10:31:28 | 2586-10-18 00:00:00 | 2586-10-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | ran malwarebytes and removed infections | [NAME]
2012-01-16 10:45:28 | 2012-01-16 10:51:25 | INC0011346 | 5 - Medium | Service Request | Closed |  | [NAME] account experiation | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-01-16 10:51:25 | 2582-06-24 00:00:00 | 2582-06-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Provided customer with his A.D. account experation date. | [NAME]
2012-01-16 10:54:24 | 2012-01-20 11:23:15 | INC0011348 | 5 - Medium | Service Request | Closed | Pending Customer | MS Project request | [NAME] | Service Desk | Project 2003 | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-01-16 11:33:08 | 3527-03-27 00:00:00 | 3527-03-27 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 2 | Solved (Permanently) | User has said that he will call us back when he is ready._x000D_ puting ticket in resolved state. | [NAME]
2012-01-16 10:59:17 | 2012-02-22 13:08:11 | INC0011349 | 5 - Medium | Service Request | Resolved | Pending Customer | VM deployment for Splunk application server | [NAME] | Intel Server Support | VMWARE200 | Server/Data Center | Database/System | Access Request | True | TchaboJ |  | [NAME] | 2012-01-26 11:39:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | deployed the Splunk server as per RFC14413 | [NAME]
2012-01-16 11:00:36 | 2012-01-27 11:19:56 | INC0011351 | 5 - Medium |  | Closed |  | VM deployment for two CV.9 application servers | [NAME] |  |  |  |  |  | False | system |  | [NAME] |  | 3644-06-28 00:00:00 | 3644-06-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 |  |  | [NAME]
2012-01-16 11:01:22 | 2012-01-24 11:28:31 | INC0011352 | 5 - Medium | Service Request | Closed |  | blank VM build for RHEL gold image | [NAME] |  | 4.1 VM Cluster (OMW) | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] |  | 3644-05-13 00:00:00 | 3644-05-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | created the blank VM and released it to [NAME] once his ops account was created | [NAME]
2012-01-16 11:09:59 | 2012-01-19 08:48:29 | INC0011353 | 5 - Medium | Service Request | Closed | Pending Customer | IBM ticket info (Sharepoint) | [NAME] | Service Desk |  | Applications | COTS | How To | False | system | 2908281 | [NAME] |  | 2933-04-14 00:00:00 | 2933-04-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Spoke to [NAME] (EU), who advised that issue has been resolved and we can resolve ticket. | [NAME]
2012-01-16 11:10:07 | 2012-01-16 11:16:12 | INC0011354 | 5 - Medium | Service Request | Closed |  | IBM ticket # 2907993 | [NAME] | Service Desk |  | Other | Other | Other | False | system |  |  | 2012-01-16 11:16:12 | 2578-06-06 00:00:00 | 2578-06-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | When the caller got back on the line she stated that her problem was resloved. | [NAME]
2012-01-16 12:00:12 | 2012-01-16 12:47:28 | INC0011358 | 4 - High | Incident | Closed |  | Service Desk agents cannot use ServiceNow due to GridGuard error | [NAME] | Enterprise System Engineering | ServiceNow (Prod) | ServiceNow | Incident | Fault/Error | False | system |  | [NAME] | 2012-01-16 12:04:33 | 2570-03-15 00:00:00 | 2570-03-15 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 1 | Solved (Permanently) | reply from: TirrellR@MedImmune.com_x000D_ _x000D_ This has been resolved now. The last person who could not get on was using a bad link in his Favorites._x000D_ | [NAME]
2012-01-16 12:12:48 | 2012-01-16 12:19:32 | INC0011359 | 5 - Medium | Service Request | Closed |  | Add network printers | [NAME] | Service Desk | Printer | Printing | Hardware | How To | False | system |  | [NAME] | 2012-01-16 12:19:32 | 2568-02-18 00:00:00 | 2568-02-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] the print server \\md1ps01\ and she wil manually add the specific printers that she wants to her PC. | [NAME]
2012-01-16 12:42:48 | 2012-01-16 16:49:15 | INC0011364 | 5 - Medium | Service Request | Closed |  | User cannot connect wirelessly | [NAME] |  | Wireless | s_Desktop Hardware | Computer | Configuration | False | system |  | [NAME] |  | 2563-03-16 00:00:00 | 2563-03-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Placed a call to the users.    she said that she rebooted her computer and now it is working._x000D_ _x000D_ She thanked me for calling back and she disconected | [NAME]
2012-01-16 13:18:50 | 2012-01-18 14:21:43 | INC0011366 | 5 - Medium | Service Request | Closed | Assigned External | Creation of an H: drive folder for [NAME] | [NAME] | Service Desk |  | s_Security/Admin | s_Home Folder | s_Home Folder_Create | False | system | 2908499 | [NAME] |  | 2793-11-03 00:00:00 | 2793-11-03 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | H:\ has been created for the user and they have verfied that it has been completed. | [NAME]
2012-01-16 13:20:05 | 2012-01-16 14:00:56 | INC0011367 | 5 - Medium | Incident | Closed |  | System is automatically trying to log the user in | [NAME] | Service Desk |  | i_Desktop Hardware | Computer | Fault/Error | False | system |  | [NAME] |  | 2557-01-29 00:00:00 | 2557-01-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved Remotely (Permanently) | remoted into user's machine and checked the box for require password for login | [NAME]
2012-01-16 13:56:22 | 2012-01-17 14:36:36 | INC0011373 | 5 - Medium | Service Request | Closed | Assigned External | check the status of IBM tickets 2894316 & 2894332 | [NAME] | Service Desk |  | s_Desktop Hardware | Computer | Request For Information | False | system | 2894332 | Stephanie Hightower |  | 2669-05-25 00:00:00 | 2669-05-25 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | User called in to verify everything is working properly. | [NAME]
2012-01-16 14:04:00 |  | INC0011374 | 5 - Medium | Incident | Assigned | Assigned External | issue with voicemail not appearing in inbox | [NAME] | Network Level 3 |  | Network/Connectivity | Network Device | Fault/Error | True | rheringhaus | 2908665 | [NAME] | 2012-01-17 16:28:40 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4
2012-01-16 14:23:50 | 2012-01-17 09:35:59 | INC0011378 | 5 - Medium | Service Request | Closed | Pending Customer | Needs GridGuard login reset | [NAME] | Service Desk |  | s_Security/Admin | s_On the Go | [NAME] | False | system |  | [NAME] | 2012-01-16 14:27:31 | 2664-11-19 00:00:00 | 2664-11-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Gridguard account was reset via IBM. User is now able to access [NAME]. | [NAME]
2012-01-16 14:28:24 | 2012-01-24 10:58:50 | INC0011380 | 5 - Medium | Incident | Closed | Pending Customer | Not receiving all emails sent to the Frederick D-List | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-01-16 14:34:28 | 3255-07-10 00:00:00 | 3255-07-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The user called in and said that he is not sure how often mail is sent out to this list.  He asked me to resolve the ticket.   I advised it will stay in the resovled state for 7 days incase he needs the ticket still | [NAME]
2012-01-16 15:12:45 | 2012-02-03 08:09:35 | INC0011382 | 5 - Medium | Service Request | Closed | Assigned External | [NAME] needs an Ops Account | [NAME] | Service Desk | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_New Account | False | system | 2909354 | [NAME] | 2012-01-16 16:03:32 | 4194-06-16 00:00:00 | 4194-06-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | account has been created for the user, they have emailed the user with username and password | [NAME]
2012-01-16 15:14:41 | 2012-02-07 16:51:56 | INC0011383 | 5 - Medium | Service Request | Closed | Assigned External | [NAME] needs an Ops Account | [NAME] | Service Desk | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_New Account | False | system | 2908842 | [NAME] | 2012-02-07 16:51:56 | 4430-09-11 00:00:00 | 4430-09-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 4 | Solved (Permanently) | Called [NAME], she states she recieved conformation that the account has been created. | [NAME]
2012-01-16 16:18:42 | 2012-01-16 19:05:21 | INC0011386 | 5 - Medium | Service Request | Closed |  | User needs local printer set up on her Medi device at home | [NAME] | Deskside - Gaithersburg | Printer | s_Desktop Hardware | Peripheral | Configuration | False | system |  | Avinash Dunham | 2012-01-16 17:29:48 | 2527-09-27 00:00:00 | 2527-09-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved Remotely (Permanently) | Was able to connect remotely to the user, went to HP's website and downloaded drivers and installed on local users machine. | Avinash Dunham
2012-01-16 16:24:53 | 2012-01-16 17:17:47 | INC0011387 | 5 - Medium | Incident | Closed |  | User [NAME] locked out of eLMS - PIN Reset | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-01-16 16:53:37 | 2526-09-21 00:00:00 | 2526-09-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved Remotely (Permanently) | IBM has reset the PIN, and the user has sucessfully logged into eLMS. | [NAME]
2012-01-16 16:36:55 | 2012-01-19 09:16:02 | INC0011388 | 5 - Medium | Incident | Closed | Pending Customer | Desk phone no dial tone. | [NAME] | Service Desk |  | Telephony | [NAME] | Performance | False | system | 2908811 | [NAME] | 2012-01-16 17:01:37 | 2879-07-30 00:00:00 | 2879-07-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] confirmed that issue has been resolved. | [NAME]
2012-01-16 16:37:22 | 2012-01-17 14:24:27 | INC0011389 | 5 - Medium | Service Request | Closed | Assigned External | User need to have her [NAME] password reset | [NAME] | Service Desk |  | Applications | Business Applications | [NAME] | False | system | 2908809 | [NAME] |  | 2642-12-13 00:00:00 | 2642-12-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Spoke to [NAME] and she received the email from IBM with her password for [NAME] | [NAME]
2012-01-17 05:37:06 | 2012-01-17 05:41:03 | INC0011401 | 5 - Medium | Service Request | Closed |  | Add Public Folder Calendars | [NAME] | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Outlook  Issue | False | system |  | [NAME] | 2012-01-17 05:39:59 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Created the calendars in the public folder as requested | [NAME]
2012-01-17 05:52:32 | 2012-01-25 04:04:35 | INC0011402 | 5 - Medium | Service Request | Closed |  | Users sends 1 email but 3 get delivered | [NAME] | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Outlook  Issue | False | system |  | [NAME] | 2012-01-17 05:54:31 | 3319-04-30 00:00:00 | 3319-04-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The triple email happened once. | [NAME]
2012-01-17 06:00:12 | 2012-01-17 06:03:05 | INC0011403 | 5 - Medium | Service Request | Closed |  | Write access to calendar required | [NAME] | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-17 06:01:14 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | granted write permissions to the calendar as requested | [NAME]
2012-01-17 06:35:05 | 2012-01-19 09:48:06 | INC0011404 | 5 - Medium | Service Request | Closed |  | Creation of Service Now groups for EU Deskside Support | [NAME] | ServiceNow [NAME] |  | ServiceNow | Groups | Create New Group | False | system |  | [NAME] | 2012-01-17 09:02:56 | 2846-03-20 00:00:00 | 2846-03-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Added techs to groups as requested. | [NAME]
2012-01-17 06:45:34 | 2012-01-25 07:01:47 | INC0011405 | 5 - Medium | Incident | Closed |  | Internet Explore proxy settings | [NAME] | Deskside - Cambridge |  | Applications | Business Applications | Performance | False | system |  | [NAME] | 2012-01-23 10:57:24 | 3319-04-30 00:00:00 | 3319-04-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 5 | Solved (Permanently) | Web site now accessable, however I have no idea how or what was done, can't work out from the ticket history what or who fixed it | [NAME]
2012-01-17 07:25:49 | 2012-01-18 16:43:43 | INC0011409 | 5 - Medium | Service Request | Closed | Assigned External | User needs access Windows and Citrix Groups | Carly Wilding | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system | 2911405 | [NAME] |  | 2846-03-20 00:00:00 | 2846-03-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Called [NAME], he states that the Access has been implemented . | [NAME]
2012-01-17 07:58:11 | 2012-01-17 14:35:16 | INC0011411 | 5 - Medium | Service Request | Closed | Assigned External | Not able to access the Internet or Intranet wireless or through wired connection | [NAME] | Service Desk |  | Network | Wired | Access Request | False | system | 2901017 |  |  | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Joleen confirmed that [NAME] assisted her and she now is able to access the Internet and [NAME]. | Stephanie Hightower
2012-01-17 09:36:12 | 2012-01-18 09:17:24 | INC0011414 | 5 - Medium | Service Request | Closed |  | Unable to access Data Entry HR mailbox folders | Anju George | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-17 09:37:17 | 2712-02-20 00:00:00 | 2712-02-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The team removed and then added the mailbox as per my instructions and it works. | [NAME]
2012-01-17 09:37:47 | 2012-01-25 13:04:49 | INC0011415 | 5 - Medium | Service Request | Closed |  | Outlook 2010 Calendar issue | [NAME] | Exchange Server Support | Outlook 2003 | Other | Other | Other | False | system |  | [NAME] | 2012-01-17 09:56:01 | 3303-04-07 00:00:00 | 3303-04-07 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Not Solved | The [NAME] client is behaving as designed the recipients can turn off the sound if they need to. | [NAME]
2012-01-17 09:42:33 | 2012-02-08 07:43:12 | INC0011417 | 5 - Medium | Service Request | Closed | Assigned External | Create two service accounts | [NAME] | Service Desk | CI Not Found | s_Security/Admin | s_Active Directory | s_Active Directory_New Account | False | system | 2912260 | [NAME] | 2012-02-07 07:57:28 | 4485-04-03 00:00:00 | 4485-04-03 00:00:00 | account creation | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | The accounts have been created | [NAME]
2012-01-17 09:49:37 | 2012-01-23 10:31:49 | INC0011418 | 5 - Medium | Service Request | Closed |  | Request for Change to Distribution List: RDLT | Stefon Elliott | Exchange Server Support | Outlook 2003 | Applications | Outlook | s_Outlook_Standard [NAME] | False | system |  | [NAME] | 2012-01-17 09:57:10 | 3064-10-06 00:00:00 | 3064-10-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | converted RDLT dist group to universal group allowing user to manage RDLT_x000D_ | [NAME]
2012-01-17 10:43:39 | 2012-01-31 08:03:52 | INC0011423 | 5 - Medium | Service Request | Closed | Assigned External | Needs test network accounts created for Sapphire | [NAME] | Service Desk | CI Not Found | s_Security/Admin | s_Active Directory | s_Active Directory_New Account | False | system | 2913229 | [NAME] | 2012-01-18 15:12:57 | 3765-07-21 00:00:00 | 3765-07-21 00:00:00 | Sapphire | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | accounts has been created and email sent to karen | [NAME]
2012-01-17 10:50:40 | 2012-01-17 11:07:27 | INC0011424 | 5 - Medium | Service Request | Closed |  | Snagit install | [NAME] | Service Desk |  | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-17 10:57:44 | 2581-08-16 00:00:00 | 2581-08-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed snagit on users PC. | [NAME]
2012-01-17 10:51:32 | 2012-01-17 11:03:21 | INC0011425 | 5 - Medium | Service Request | Closed |  | Install SnagIt | [NAME] | Service Desk |  | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-01-17 10:53:13 | 2581-06-25 00:00:00 | 2581-06-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Install SnagIt | [NAME]
2012-01-17 11:00:34 | 2012-01-17 11:41:24 | [NAME] | 5 - Medium | Service Request | Closed |  | Can not send on behalf of a mailbox | [NAME] | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-17 11:01:28 | 2579-12-31 00:00:00 | 2579-12-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Thanks, [NAME]! It works!_x000D_ _x000D_  _x000D_ _x000D_ Thank you,_x000D_ _x000D_ Erin_x000D_ _x000D_  _x000D_ _x000D_  _x000D_ _x000D_ Erin Relunia_x000D_ _x000D_ Clinical Research Associate II_x000D_ _x000D_  _x000D_ _x000D_ MedImmune_x000D_ _x000D_ One MedImmune Way_x000D_ _x000D_ | [NAME]
2012-01-17 11:05:29 | 2012-01-18 14:27:57 | INC0011428 | 5 - Medium | Service Request | Closed | Pending Customer | to install snagit | AnandKumar Rangasamy | Service Desk |  | Applications | COTS | Software Install | False | system |  | [NAME] | 2012-01-17 11:37:20 | 2697-06-20 00:00:00 | 2697-06-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] on users machine. | [NAME]
2012-01-17 11:08:16 | 2012-01-24 15:23:23 | INC0011429 | 6 - Low | Service Request | Closed |  | Install SnagIt | [NAME] | Deskside - Gaithersburg |  | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-01-18 10:07:41 | 3170-02-14 00:00:00 | 3170-02-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | installed as requested | [NAME]
2012-01-17 11:17:35 | 2012-01-17 11:45:54 | INC0011430 | 5 - Medium | Service Request | Closed |  | Snag it install | [NAME] | Service Desk |  | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-01-17 11:45:54 | 2577-03-15 00:00:00 | 2577-03-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved Remotely (Permanently) | App installed, user contacted | [NAME]
2012-01-17 11:39:00 | 2012-01-17 14:01:00 | INC0011433 | 5 - Medium | Incident | Closed |  | Caller ID on Phone is not working: [NAME] | [NAME] | Deskside - Gaithersburg |  | Telephony | [NAME] | Performance | False | system |  | [NAME] | 2012-01-17 11:47:50 | 2573-09-07 00:00:00 | 2573-09-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JK- reset users telephone, everything is fine now. | [NAME]
2012-01-17 11:47:53 | 2012-01-17 12:08:23 | INC0011435 | 5 - Medium | Incident | Closed |  | Unable to login to Service-Now (Deskside Group) | [NAME] | Enterprise System Engineering | ServiceNow (Prod) | ServiceNow | Incident | Access | False | system |  |  | 2012-01-17 11:55:43 | 2572-03-23 00:00:00 | 2572-03-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The screenshot provided shows [NAME] in the url.  [NAME] no longer has the smal profile.  Please recreate your shortcut by manually typing https://medimmune.service-now.com and you will no longer get this error. | [NAME]
2012-01-17 12:07:37 | 2012-01-18 09:36:38 | INC0011437 | 5 - Medium | Service Request | Closed |  | Enterprise System Engineering group change | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Remove From Group | False | system |  | [NAME] | 2012-01-17 13:42:06 | 2687-04-06 00:00:00 | 2687-04-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Removed techs from the list. | [NAME]
2012-01-17 12:11:57 | 2012-01-17 12:21:39 | INC0011439 | 5 - Medium | Incident | Closed |  | Duplicate auto generated from : INC0011435: Service Now Error! - CLOSED | [NAME] | Service Desk | ServiceNow (Prod) | ServiceNow | General | Access | False | system |  | [NAME] |  | 2568-04-09 00:00:00 | 2568-04-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved Remotely (Permanently) | Ticket generated through Service-Now email, from previous ticket INC0011435 | [NAME]
2012-01-17 13:30:12 | 2012-01-20 11:08:43 | INC0011445 | 5 - Medium | Service Request | Closed |  | distortion on the headset | [NAME] | Deskside - Gaithersburg |  | s_Desktop Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-01-17 13:37:50 | 2910-04-02 00:00:00 | 2910-04-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/20/12 I have swapped the receiver out on the customers machine and made a test call. There seems to be no further distortion on the line when making calls. | [NAME]
2012-01-17 13:35:36 | 2012-01-20 08:25:39 | INC0011446 | 5 - Medium | Service Request | Closed |  | Request information to order laptops | [NAME] | Service Desk |  | s_Desktop Hardware | Computer | Request For Information | False | system |  | [NAME] | 2012-01-17 13:45:20 | 2909-05-13 00:00:00 | 2909-05-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Informed user that IBM is still handling PC requests and verified that IBM had received the requests properly and that IBM is working on the requests. | [NAME]
2012-01-17 13:45:11 | 2012-01-18 04:05:55 | INC0011447 | 5 - Medium | Incident | Closed | Assigned External | User calling to check an IBM ticket about a database server down | [NAME] | CZ - Database - Support |  | Server/Data Center | Database/System | Outage | False | system | 2903855 | [NAME] | 2012-01-17 13:57:25 | 2671-03-27 00:00:00 | 2671-03-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Resolved (3 Strike) | Database devprd2 was down and I had brought it up. Currently, on server md1as317 all the the 3 databases (bdm, bdmr2, devprd2 ) and the listener is up and running. | [NAME]
2012-01-17 14:26:08 | 2012-01-17 14:43:47 | INC0011451 | 5 - Medium | Service Request | Closed |  | Office 2010 install needed | [NAME] | Deskside - Gaithersburg |  | Applications | COTS | Install/Remove | False | system |  |  | 2012-01-17 14:43:47 | 2546-03-25 00:00:00 | 2546-03-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Office 2010 was installed for Rachel | [NAME]
2012-01-17 14:27:27 | 2012-01-20 07:47:17 | INC0011452 | 5 - Medium | Service Request | Closed | Assigned External | New Service Account Request - Status | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_New Account | False | system | 2913244 | [NAME] | 2012-01-17 14:51:07 | 3492-03-26 00:00:00 | 3492-03-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Contacted IBM and they informed me the account has been created and [NAME] has been informed. | [NAME]
2012-01-17 14:37:50 | 2012-01-19 12:01:39 | INC0011456 | 5 - Medium | Service Request | Closed | Pending Customer | [NAME] through outlook | [NAME] | Voice |  | Applications | Outlook | How To | False | system |  | [NAME] | 2012-01-17 14:53:32 | 2780-11-11 00:00:00 | 2780-11-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user is now able to access the voicemail through phone and email. | [NAME]
2012-01-17 14:47:17 | 2012-01-17 15:00:46 | INC0011461 | 5 - Medium | Service Request | Closed |  | Service account created | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_New Account | False | system |  | [NAME] | 2012-01-17 14:52:44 | 2542-10-03 00:00:00 | 2542-10-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Duplicate Ticket | [NAME]
2012-01-17 15:34:38 | 2012-01-20 13:51:21 | INC0011465 | 5 - Medium | Service Request | Closed | Assigned External | [NAME] entry for [NAME] in the GAL | [NAME] | Service Desk |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Outlook  Issue | False | system | 2913388 | [NAME] | 2012-01-17 15:54:51 | 2889-10-22 00:00:00 | 2889-10-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | IBM says the issue is resolved on their end. Double checked and did not see the wrong entry in the GAL. | [NAME]
2012-01-17 15:58:06 | 2012-01-17 16:02:27 | INC0011470 | 5 - Medium | Service Request | Closed |  | Employee moved from contrator to Full time. | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-01-17 16:02:27 | 2531-02-14 00:00:00 | 2531-02-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Gave user the information he requested reguarding [NAME] modifications. | [NAME]
2012-01-17 16:14:44 | 2012-01-17 16:26:25 | INC0011471 | 5 - Medium | Service Request | Closed |  | TN change | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-01-17 16:26:25 | 2528-05-22 00:00:00 | 2528-05-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | TN corrected. | [NAME]
2012-01-17 16:25:51 | 2012-01-17 16:37:57 | INC0011474 | 5 - Medium | Incident | Closed |  | Question regarding 11405 | [NAME] | Service Desk |  | Server/Data Center | Database/System | Performance | False | system |  | [NAME] |  | 2526-07-25 00:00:00 | 2526-07-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Takenya calling about case 11405 | [NAME]
2012-01-17 16:54:22 | 2012-02-01 10:16:32 | INC0011476 | 5 - Medium | Service Request | Closed | Pending Customer | Request for Access:SAP | [NAME] | Service Desk | SAP BI (Dev) | Applications | Business Applications | New Request | False | system | 2916534 | [NAME] | 2012-01-18 10:17:43 | 3822-12-07 00:00:00 | 3822-12-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Access to this application has been provided. | [NAME]
2012-01-17 17:13:01 | 2012-01-18 07:26:24 | INC0011479 | 5 - Medium | Service Request | Closed | Assigned External | Ticket Number 2913388 - IS Ticket #11465 | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_Delete Account | False | system | 2913388 | [NAME] |  | 2637-02-03 00:00:00 | 2637-02-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This is a duplicate of ticket 11465 | [NAME]
2012-01-18 03:59:19 | 2012-01-18 04:07:45 | INC0011487 | 5 - Medium | Service Request | Closed |  |  | [NAME] | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Outlook  Issue | False | system |  | [NAME] | 2012-01-18 04:00:21 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added the SPAM sender address to the block list at MessageLabs. | [NAME]
2012-01-18 04:46:13 | 2012-01-18 04:49:30 | INC0011488 | 5 - Medium | Service Request | Closed |  | Block Spammer address | [NAME] | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Outlook  Issue | False | system |  | [NAME] | 2012-01-18 04:48:04 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added the spammers address to the block list at MessageLabs | [NAME]
2012-01-18 04:57:09 | 2012-01-18 04:59:11 | INC0011489 | 5 - Medium | Service Request | Closed |  |  | [NAME] | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-18 04:58:30 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Upgraded the DL Group and removed then added the user as the manager. | [NAME]
2012-01-18 05:14:53 | 2012-01-18 05:17:57 | INC0011490 | 5 - Medium | Service Request | Closed |  | Calendar permissions | Crystal Brooks | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-18 05:17:26 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Granted the permissions as per the request. | [NAME]
2012-01-18 05:42:24 | 2012-02-01 05:23:33 | INC0011491 | 5 - Medium | Incident | Closed | Pending Customer | Can not see Free Busy | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-01-18 05:43:34 | 3792-06-08 00:00:00 | 3792-06-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Hi Team,_x000D_ Yes we received an email from the user stating the issue has been resolved._x000D_ Thank you for your assistance._x000D_  _x000D_ Warm regards,_x000D_ Jennifa_x000D_ MedImmune IT Support Center_x000D_ For issues / requests please call [PHONE] (888-410-MEDI), option 2_x000D_ | [NAME]
2012-01-18 08:08:12 | 2012-01-18 08:26:29 | INC0011495 | 5 - Medium | Service Request | Closed |  | Not able to log in to system remotely. Password may need to be reset | [NAME] | Service Desk |  | s_Security/Admin | s_On the Go | [NAME] | False | system |  | Stephanie Hightower |  | 2608-04-25 00:00:00 | 2608-04-25 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | [NAME] that he will need to go to the site to be able to change his password on the network. | Stephanie Hightower
2012-01-18 08:08:25 | 2012-01-18 08:26:33 | INC0011496 | 5 - Medium | Incident | Closed |  | Not able to send/receive outlook email. | [NAME] | Service Desk |  | Network/Connectivity | Wireless | Fault/Error | False | system |  | [NAME] | 2012-01-18 08:26:33 | 2608-04-12 00:00:00 | 2608-04-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Disconnected user from the guest wireless account and walked them through making sure that the Medi network was first on the wireless network priority list and walked them through connecting to the Medimmune network. | [NAME]
2012-01-18 08:20:00 | 2012-01-19 08:20:32 | INC0011497 | 5 - Medium | Incident | Closed | Assigned External | unable to reach server: UTPRD0015 | [NAME] | Service Desk |  | Server/Data Center | Database/System | Outage | False | system | 2916125 | [NAME] | 2012-01-18 08:33:33 | 2724-08-27 00:00:00 | 2724-08-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User spoke with the Wintel team and was able to get this issue resolved. utprd servers are managed by medimmune and should not be escalated to IBM | [NAME]
2012-01-18 08:51:24 | 2012-01-26 08:24:17 | [NAME] | 5 - Medium | Incident | Closed |  | reset [NAME]. | [NAME] | Voice | [NAME] | Telephony | [NAME] | Access | False | system |  | [NAME] | 2012-01-18 09:00:37 | 3310-11-19 00:00:00 | 3310-11-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account password was reset to 853218 | [NAME]
2012-01-18 09:04:25 | 2012-01-18 09:07:53 | INC0011513 | 5 - Medium | Service Request | Closed |  | AD password reset | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-01-18 09:05:42 | 2599-01-29 00:00:00 | 2599-01-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | AD password reset. Left VM for [NAME] with password | [NAME]
2012-01-18 09:09:40 | 2012-01-18 09:31:23 | INC0011514 | 5 - Medium | Service Request | Closed |  | Request to enable users for ActiveSync | [NAME] | Exchange Server Support |  | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-18 09:31:21 | 2598-03-20 00:00:00 | 2598-03-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The list of users is enabled for ActiveSync as requested. The users were enabled by an automated poweshell cmdlet | [NAME]
2012-01-18 09:33:19 | 2012-01-18 10:25:53 | INC0011515 | 5 - Medium | Incident | Closed |  | Request for Static IP Address | [NAME] | Network Level 2 | [NAME] | Network/Connectivity | Network Device | Access | False | system |  | [NAME] | 2012-01-18 09:54:24 | 2594-05-01 00:00:00 | 2594-05-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Assigned IP address: 10.10.30.224 | [NAME]
2012-01-18 09:39:28 | 2012-01-30 08:44:09 | INC0011517 | 5 - Medium | Service Request | Closed |  | [NAME] is not able to login remotely to On the go. | [NAME] | Deskside - Gaithersburg | Other | s_Security/Admin | s_On the Go | How To | False | system |  | [NAME] | 2012-01-23 08:19:10 | 3539-07-18 00:00:00 | 3539-07-18 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 1 | Not Solved (3 Strike) | no response to email or voicemail | [NAME]
2012-01-18 09:48:04 | 2012-01-18 11:23:08 | INC0011519 | 5 - Medium | Service Request | Closed |  |  | [NAME] | [NAME] |  | s_Desktop Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-01-18 09:55:33 | 2591-11-28 00:00:00 | 2591-11-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I ran a chkdsk on the users computer found a few errors and repaired them and now the users computer docks and undocks with no issues | [NAME]
2012-01-18 09:59:26 | 2012-01-18 12:42:56 | [NAME] | 5 - Medium | Incident | Closed |  | Sound issues on my laptop | [NAME] | Deskside - Gaithersburg |  | i_Desktop Hardware | Computer | Fault/Error | False | system |  | [NAME] | 2012-01-18 10:01:36 | 2590-01-15 00:00:00 | 2590-01-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The Mic input was turned all the way up on the customer machine. The sound was very distorted because of this. Once the Mic had been muted sound was able to be played through the speakers without an issue | [NAME]
2012-01-18 10:01:54 | 2012-01-18 12:56:03 | INC0011522 | 5 - Medium | Service Request | Closed |  | Software Install | [NAME] | Deskside - Gaithersburg |  | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-18 10:03:35 | 2589-08-20 00:00:00 | 2589-08-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Software has been installed. | [NAME]
2012-01-18 10:06:31 | 2012-01-20 14:05:57 | INC0011523 | 5 - Medium | Service Request | Closed |  | Request for a second monitor | [NAME] | Deskside - Gaithersburg |  | s_Desktop Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-01-18 10:08:30 | 2825-06-07 00:00:00 | 2825-06-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/20/12 Customer has ordered a DP to DVI cable so a second monitor can be used with his machine. | [NAME]
2012-01-18 10:26:20 | 2012-01-18 10:32:57 | INC0011525 | 5 - Medium | Service Request | Closed |  | Unable to modify DL | [NAME] | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-18 10:32:29 | 2585-08-15 00:00:00 | 2585-08-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Upgraded the DL and re added the user as the manager. | [NAME]
2012-01-18 10:53:19 | 2012-01-18 11:00:47 | INC0011529 | 5 - Medium | Service Request | Closed |  | reactivation of [NAME] account | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-01-18 11:00:47 | 2581-03-10 00:00:00 | 2581-03-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User would prefer to call IBM | [NAME]
2012-01-18 11:07:29 | 2012-01-18 13:14:51 | INC0011532 | 5 - Medium | Service Request | Closed |  | User needs Ariz business process designer 7.1 | [NAME] |  | ARISg (Dev) | Applications | COTS | Install/Remove | False | system |  | [NAME] |  | 2578-11-11 00:00:00 | 2578-11-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installation was complete.  Setup  was complete.  User now has access to the program | [NAME]
2012-01-18 11:11:22 | 2012-01-19 11:54:18 | INC0011533 | 5 - Medium | Service Request | Closed |  | dropped off a lenovo w520 for win7 imaging | [NAME] | Deskside - Gaithersburg |  | s_Desktop Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-01-18 11:18:43 | 2696-07-02 00:00:00 | 2696-07-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | laptop is completed | [NAME]
2012-01-18 12:04:58 | 2012-01-20 11:34:13 | INC0011534 | 5 - Medium | Incident | Closed | Pending Customer | Outlooks crashes/ gets error | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-01-18 12:24:28 | 2805-12-22 00:00:00 | 2805-12-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User states that she has not had anymore issues with Outlook | [NAME]
2012-01-18 12:12:50 | 2012-01-18 12:25:57 | INC0011535 | 5 - Medium | Service Request | Closed | Assigned External | Request for Login Extension - Network login Expiration | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system | 2917075 | [NAME] | 2012-01-18 12:25:02 | 2568-02-16 00:00:00 | 2568-02-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved Remotely (Permanently) | IBM has resolved the issue by extending the account for 90 days. | [NAME]
2012-01-18 12:22:44 | 2012-01-18 13:32:48 | INC0011536 | 5 - Medium | Service Request | Closed | Pending Part | request  to install Aeris business process designer 7.1 support | [NAME] | Deskside - Gaithersburg |  | Applications | Business Applications | Software Install | False | system |  | Avinash Dunham | 2012-01-18 13:00:21 | 2566-07-02 00:00:00 | 2566-07-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved Remotely (Permanently) | Contacted, user and successfully installed ARIS process designer from the media server. | Avinash Dunham
2012-01-18 12:43:28 | 2012-01-18 13:07:38 | INC0011537 | 5 - Medium | Service Request | Closed |  | Needs PDF Writer | [NAME] | Service Desk |  | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-01-18 12:48:33 | 2563-02-04 00:00:00 | 2563-02-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Work Around) | [NAME] that the Adobe suite needs to be purchased through EZ buy in order to get a license for Adobe Writer. | [NAME]
2012-01-18 12:43:57 | 2012-01-18 13:01:30 | INC0011538 | 5 - Medium | Incident | Closed |  | [NAME] is not loading | [NAME] | Deskside - Gaithersburg |  | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-01-18 12:45:35 | 2563-01-06 00:00:00 | 2563-01-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Plugin needed to be able to view the Org Chart has been installed. The customer is now able to view the Org Chart. | [NAME]
2012-01-18 12:45:48 | 2012-01-18 13:47:41 | INC0011539 | 5 - Medium | Incident | Closed |  | Unable to connect to the Medi Wireless | [NAME] | Deskside - Gaithersburg |  | Network/Connectivity | Wireless | Access | False | system |  | [NAME] | 2012-01-18 12:48:02 | 2562-09-17 00:00:00 | 2562-09-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | iPad has been connected to the MedI Wireless using WPA2 Enterprise and the customers credentials. | [NAME]
2012-01-18 12:49:06 | 2012-02-03 08:17:22 | INC0011540 | 5 - Medium | Service Request | Closed | Assigned External | 1. script used to connect to h: doesnt work | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | Access Request | False | system | 2917242 | Stephanie Hightower | 2012-01-18 13:46:12 | 4336-05-02 00:00:00 | 4336-05-02 00:00:00 | Home Drive Access | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | IBM says that they have resovled the issue. They remoted into the users machine remapped the drive and confirmed that is worked | [NAME]
2012-01-18 14:04:39 | 2012-01-18 14:59:18 | INC0011542 | 5 - Medium | Service Request | Closed |  | Install Aris Business Process Designer 7.1 | [NAME] | Service Desk |  | Applications | Business Applications | Install/Remove | False | system |  | [NAME] |  | 2549-10-04 00:00:00 | 2549-10-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Called Noelle and installed Aris Business Process Designer 7.1 | [NAME]
2012-01-18 14:17:12 | 2012-01-23 14:32:26 | INC0011544 | 5 - Medium | Incident | Closed |  | Laptop will not boot into Windows | [NAME], Jr. | Deskside - Gaithersburg |  | i_Desktop Hardware | Computer | Fault/Error | False | system |  | [NAME] | 2012-01-19 16:03:06 | 2902-07-13 00:00:00 | 2902-07-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | JS 01/23/12 Customers profile has been setup except for [NAME] due to a problem with the Exchange Server. Laptop has been returned to the customer. | [NAME]
2012-01-18 14:29:57 | 2012-01-18 15:32:03 | INC0011546 | 5 - Medium | Service Request | Closed |  | Contractor - needs multiple [NAME] installed (Medi Device) | [NAME] | Deskside - Gaithersburg |  | Applications | Business Applications | Software Install | False | system |  | [NAME] | 2012-01-18 14:49:43 | 2545-08-08 00:00:00 | 2545-08-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JK 1/18-installed software and tested | [NAME]
2012-01-18 15:05:24 | 2012-01-18 15:09:08 | INC0011548 | 5 - Medium | Service Request | Closed |  | Please extend the ServiceNow time out | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | s_General | [NAME] | False | system |  | [NAME] | 2012-01-18 15:09:08 | 2539-10-12 00:00:00 | 2539-10-12 00:00:00 |  | 21 to 100 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I extended the timeout to 4 hours. | [NAME]
2012-01-18 15:05:43 | 2012-01-23 12:59:07 | INC0011549 | 5 - Medium | Service Request | Closed | Assigned External | Ops account needs permissions - [NAME] | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system | 2854125 | [NAME] |  | 3012-11-02 00:00:00 | 3012-11-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | 2854125 account have been created by IBM | [NAME]
2012-01-18 15:07:32 | 2012-01-18 15:12:22 | INC0011550 | 5 - Medium | Service Request | Closed |  | User need us to take case 11423 out of their group | [NAME] |  |  | s_Security/Admin | s_Active Directory | s_Active Directory_New Account | False | system |  | [NAME] |  | 2539-06-06 00:00:00 | 2539-06-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | took case 11423 out of the account admin group. | [NAME]
2012-01-18 15:10:11 | 2012-01-19 12:17:32 | INC0011552 | 5 - Medium | Incident | Closed |  | [NAME]'s admin account issue | [NAME] | Intel Server Support |  | Server/Data Center | Database/System | Access | False | system |  | [NAME] | 2012-01-18 15:20:44 | 2657-04-09 00:00:00 | 2657-04-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Access appears to be correct when checking groups. [NAME] reported that his access was working properly now. | [NAME]
2012-01-18 15:19:32 | 2012-01-18 15:32:47 | INC0011553 | 5 - Medium | Incident | Closed |  |  | [NAME] | Executive Support | Access 2003 | Applications | OS | Access | False | system |  | Farzin Saghri | 2012-01-18 15:30:40 | 2537-06-16 00:00:00 | 2537-06-16 00:00:00 |  | 1-2 Users Affected | Farzin Saghri | False | 0 | Solved (Permanently) | Transferred users share folder back to his home drive. Issue resolved. | Farzin Saghri
2012-01-18 15:32:44 | 2012-01-20 10:53:55 | INC0011554 | 5 - Medium | Service Request | Closed | Assigned External | Need add 4 users to the LDAP access group BPP Users | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_New Account | False | system | 2917415 | [NAME] |  | 2771-11-05 00:00:00 | 2771-11-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Opened a ticket with IBM, who forwarded the issue to the Accounts Maintenance team. After receiving the proper authorization, the users were added to the LDAP group. I called IBM for verification and confirmed that [NAME] had been informed. | [NAME]
2012-01-18 15:35:22 | 2012-01-18 15:56:08 | INC0011555 | 5 - Medium | Incident | Closed |  | Endnote issues | [NAME] | [NAME] |  | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-01-18 15:56:08 | 2534-11-09 00:00:00 | 2534-11-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Configured Endnote to work with word 2003 and now the user is all set | [NAME]
2012-01-18 15:46:38 | 2012-01-18 16:01:40 | INC0011557 | 5 - Medium | Service Request | Closed |  | Request to have Blackberry desktop manager installed | Farzin Saghri | Service Desk |  | Applications | Business Applications | Install/Remove | False | system |  |  | 2012-01-18 16:01:40 | 2533-01-02 00:00:00 | 2533-01-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Provided user with the needed information to have the [NAME] desktop manager software installed. | [NAME]
2012-01-18 16:02:33 | 2012-01-19 15:04:57 | INC0011567 | 5 - Medium | Incident | Closed |  | Not able to log into a new laptop - Shannon | [NAME] | Service Desk |  | i_Desktop Hardware | Computer | Performance | False | system |  | [NAME] | 2012-01-18 16:03:38 | 2648-09-01 00:00:00 | 2648-09-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Shannon will go to a Medimmune location to cache her credentials. | [NAME]
2012-01-18 16:24:57 | 2012-01-19 09:10:16 | INC0011575 | 5 - Medium | Incident | Closed |  | Connection to the Medi Wireless | [NAME] | Deskside - Gaithersburg |  | Network/Connectivity | Wireless | Access | False | system |  | [NAME] | 2012-01-18 16:32:19 | 2644-12-27 00:00:00 | 2644-12-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | iPad2 has been connected to the Medi Wireless. | [NAME]
2012-01-18 17:05:37 | 2012-01-19 10:50:10 | INC0011580 | 5 - Medium | Incident | Closed |  | User trying to find a file that was saved and now is not available on E drive | Sany Joseph | Storage Restore Team | Insight Training Certification (Prod) | Network/Connectivity | Network Device | Fault/Error | False | system |  | [NAME] | 2012-01-18 18:36:58 | 2638-04-23 00:00:00 | 2638-04-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Work requires IBM support. | [NAME]
2012-01-18 17:07:11 | 2012-01-31 04:37:28 | INC0011581 | 5 - Medium | Service Request | Closed |  | Outlook - Request for Distribution List Creation | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | s_Outlook_Standard [NAME] | False | system |  | [NAME] | 2012-01-18 17:17:50 | 3584-04-09 00:00:00 | 3584-04-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Distribution lists were created. | [NAME]
2012-01-18 17:12:55 | 2012-01-18 17:22:18 | [NAME] | 5 - Medium | Service Request | Closed |  | Duplicate of INC0011581: Win7 Mini Pilot Distribution Lists | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | s_Outlook_Standard [NAME] | False | system |  | [NAME] |  | 2518-10-31 00:00:00 | 2518-10-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This is a duplicate of INC0011581 | [NAME]
2012-01-18 17:55:43 |  | [NAME] | 5 - Medium | Service Request | In Progress |  | User complaining about E: drive promting low on space | Sany Joseph | Storage Restore Team |  | Network | Network Device | Request/Replace | True | SchultzD |  | [NAME] | 2012-01-18 19:08:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3
2012-01-18 18:52:06 | 2012-01-20 07:42:48 | INC0011589 | 5 - Medium | Service Request | Closed |  | Need 17 Power Cables | [NAME] | Deskside - Gaithersburg | Laptop | s_Desktop Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-01-19 18:02:26 | 2739-02-04 00:00:00 | 2739-02-04 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 2 | Solved (Permanently) | SD analyst picked up power cords on 2/1912 | [NAME]
2012-01-18 19:00:57 | 2012-02-01 08:33:33 | INC0011590 | 5 - Medium | Service Request | Closed |  | [NAME] access to eLMS for the service desk agents | [NAME] | CZ - Enterprise Application - Support | eLMS Enterprise Elements (Prod) | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-01-18 19:04:49 | 3683-11-10 00:00:00 | 3683-11-10 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Users will be able to login to elms & verify their courses using their network ID and password starting Monday – 1/23/2012._x000D_ _x000D_ | Sridharan Balasubramanian
2012-01-18 19:05:03 |  | INC0011591 | 5 - Medium | Service Request | Pending | Pending Customer | Access for the service desk to do Insight administration | [NAME] | CZ - G&A - Support | Insight | Account Admin | New | Access | True | MuraleedharanH |  | Amit Sahoo | 2012-01-25 09:32:25 | 00:00:00 |  |  | 2 to 20 Users Affected | [NAME] | False | 2
2012-01-18 19:07:19 | 2012-02-06 16:30:32 | INC0011592 | 5 - Medium | Service Request | Closed |  | eFax administration access for the service desk | [NAME] | Service Desk | Fax | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-01-27 13:04:22 | 4037-08-24 00:00:00 | 4037-08-24 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The Service Desk agents were added into the eFax Administrator Database for being able to perform administrator functions (resetting passwords, adding new users and checking status of users faxes. | [NAME]
2012-01-18 19:53:26 | 2012-01-24 08:51:26 | INC0011594 | 6 - Low | Incident | Closed |  | Outlook not loading in onthego | [NAME] | Deskside - PA | Citrix | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-01-23 10:48:50 | 2965-07-28 00:00:00 | 2965-07-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | When I cached on a medi device citrix issue seemed to resolve itself_x000D_ | [NAME]
2012-01-19 06:10:00 | 2012-01-25 04:05:12 | INC0011602 | 5 - Medium | Service Request | Closed |  | Unable to manage [NAME]'s | [NAME] | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-19 06:10:57 | 3082-10-09 00:00:00 | 3082-10-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The group was upgraded and user granted manage rights. | [NAME]
2012-01-19 07:45:00 | 2012-01-25 16:26:30 | INC0011604 | 5 - Medium | Incident | Closed |  | Re: Computer | [NAME] | Deskside - Gaithersburg |  | i_Desktop Hardware | Computer | Outage | False | system |  | Case Dykstra | 2012-01-19 10:42:44 | 3082-10-09 00:00:00 | 3082-10-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 |  |  | Case Dykstra
2012-01-19 08:30:06 | 2012-01-19 11:45:34 | INC0011605 | 5 - Medium | Service Request | Closed |  | [NAME] | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-01-19 11:39:37 | 2604-09-19 00:00:00 | 2604-09-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved Remotely (Permanently) | The user does not need a new password._x000D_ The user's account has expired and her manager needs to request an account exstention. | [NAME]
2012-01-19 08:35:46 | 2012-01-19 08:42:03 | INC0011606 | 5 - Medium | Incident | Closed |  | Unable to log into Service Now | [NAME] | Service Desk |  | ServiceNow | Incident | Access | False | system |  | [NAME] | 2012-01-19 08:42:03 | 2603-10-15 00:00:00 | 2603-10-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) |  | [NAME]
2012-01-19 08:45:25 | 2012-02-09 15:39:48 | INC0011607 | 5 - Medium | Incident | Closed | Assigned External | User trying to find a file that was saved and now is not available on E drive | Sany Joseph | Service Desk | Insight Training Certification (Prod) | Network/Connectivity | Network Device | Fault/Error | False | system | 2920913 | [NAME] | 2012-01-19 10:08:24 | 4376-05-13 00:00:00 | 4376-05-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Sany has confirmed through Service Now that the file has been restored and we can close this ticket. | [NAME]
2012-01-19 09:02:21 | 2012-01-19 09:25:42 | INC0011608 | 5 - Medium | Service Request | Closed |  | Network (AD) Password Reset | [NAME] | Service Desk | AD (Active Directory) Account | Network | Wired | [NAME] | False | system |  | [NAME] | 2012-01-19 09:25:41 | 2599-06-02 00:00:00 | 2599-06-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved Remotely (Permanently) | Sent new password to the user's manager | [NAME]
2012-01-19 09:11:35 | 2012-01-19 09:23:25 | INC0011610 | 5 - Medium | Incident | Closed |  | Wireless Connection | [NAME] |  |  | Network/Connectivity | Wireless | Access | False | system |  | [NAME] |  | 2597-11-25 00:00:00 | 2597-11-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | iPad has been joined to the MedI Wireless. | [NAME]
2012-01-19 09:30:48 | 2012-01-26 16:07:30 | INC0011614 | 5 - Medium | Incident | Closed |  | Antivirus issue | [NAME] | Deskside - Gaithersburg | [NAME] | Applications | COTS | Performance | False | system |  | [NAME] | 2012-01-19 09:43:47 | 3186-02-18 00:00:00 | 3186-02-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | replaced out of warranty PC | [NAME]
2012-01-19 10:22:26 | 2012-01-19 10:44:57 | INC0011618 | 5 - Medium | Service Request | Closed |  |  | [NAME] | ServiceNow [NAME] |  | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-01-19 10:35:23 | 2586-04-06 00:00:00 | 2586-04-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added person to group as requested. | [NAME]
2012-01-19 10:24:31 | 2012-01-19 10:56:58 | INC0011619 | 5 - Medium | Service Request | Closed |  | error when opening outlook. | [NAME] (Rini) Das | Service Desk |  | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-01-19 10:56:58 | 2585-12-02 00:00:00 | 2585-12-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | disabled work in cached mode and started outlook to complete profile creation and to download email. _x000D_ renamed the corrupt .ost file and turned cached mode back on and started outlook again to create a new .ost file | [NAME]
2012-01-19 10:27:56 | 2012-01-19 15:59:33 | [NAME] | 5 - Medium | Incident | Closed |  | Outlook Issues | [NAME] | Deskside - Gaithersburg |  | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-01-19 10:30:17 | 2585-05-11 00:00:00 | 2585-05-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/19/12 There seemed to be an issue with the customer Outlook Profile. I believe the ost file was corrupt on the customers machine. _x000D_ _x000D_ As the customer has been approved for an upgrade the customer was issued with an X220. Outlook has been setup on the machine and appears to be stable. _x000D_ _x000D_ The customer has now been issued with the X220 | [NAME]
2012-01-19 10:29:09 | 2012-01-23 14:18:46 | INC0011622 | 5 - Medium | Service Request | Closed | Pending Customer | [NAME] needs her LiveMeeting user account set up for 2/2 presentation | [NAME] | Service Desk |  | Applications | Business Applications | New Request | False | system |  | [NAME] |  | 2821-09-18 00:00:00 | 2821-09-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Resolved (3 Strike) | Situation has not been resolved, but the User will be out of the office for the next several days. | [NAME]
2012-01-19 10:31:42 | 2012-01-19 10:57:41 | INC0011624 | 5 - Medium | Service Request | Closed |  | delegate control of the win 7 OUs and GPOs to [NAME] | [NAME] | Intel Server Support | AOB (Prod) | s_Security/Admin | s_Active Directory | s_Active Directory_Delete Account | False | system |  | [NAME] | 2012-01-19 10:46:30 | 2584-09-27 00:00:00 | 2584-09-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Delegated full control permissions to the Windows 7 Pilot OUs _x000D_ Systems\Regions\US\USMD1\WKS\Medi\Dev\Dsk _x000D_ Systems\Regions\US\USMD1\WKS\Medi\Dev\Lap _x000D_ Systems\Regions\EU\GBCB1\WKS\Medi\Dev\Dsk _x000D_ Systems\Regions\ EU\GBCB1\WKS\Medi\Dev\Lap _x000D_ _x000D_ Delegated Full Control to the following GPOs _x000D_ _x000D_ [PILOT] gbl.mc.Windows7Computers.gpo _x000D_ [PILOT] gbl.mc.Windows7Laptops.gpo _x000D_ [PILOT] gbl.mu.Windows7Users.gpo _x000D_ _x000D_ Added user account, MedImmune\Ops_zassbanghamb, to gbl.ado.Win7Pilot-OU-Administrator.gs _x000D_ _x000D_ Note, the user will need to log off and back on again to complete membership of the new Group. _x000D_ _x000D_ Further OPS accounts can be added if required. | [NAME]
2012-01-19 10:32:52 | 2012-01-20 10:58:51 | INC0011625 | 5 - Medium | Incident | Closed |  | T61 Battery does not hold charge | [NAME] | Deskside - Gaithersburg |  | i_Desktop Hardware | Computer | Fault/Error | False | system |  | [NAME] | 2012-01-19 16:03:19 | 2702-10-30 00:00:00 | 2702-10-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | JS 01/20/12 Laptop has been replaced with a T420. | [NAME]
2012-01-19 10:34:53 | 2012-01-19 10:40:58 | INC0011626 | 5 - Medium | Service Request | Closed |  | Account Locked Out | [NAME] |  |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] |  | 2584-03-20 00:00:00 | 2584-03-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The customer was also not able to get onto the Wireless network. When I had the customer login the machine was able to connect to the wireless. The customers AD Account had unlocked by the time she got to iTech. | [NAME]
2012-01-19 10:46:41 | 2012-01-24 11:28:20 | INC0011633 | 5 - Medium | Service Request | Closed |  | validate servers for migration acceptance | [NAME] |  | 4.1 VM Cluster (OMW) | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] |  | 3291-12-11 00:00:00 | 3291-12-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | completed acceptance on the servers above | [NAME]
2012-01-19 10:48:35 | 2012-01-27 11:27:02 | INC0011637 | 5 - Medium | Service Request | Closed |  | deploy VM's for RFC14357 | Curtis Lam |  | 3.5 VM Cluster (OMW) | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] |  | 3291-08-19 00:00:00 | 3291-08-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | These servers were created and turned over to the Storage group but they wound up re-purposing them for the CV9 implementation in Gaithersburg. | [NAME]
2012-01-19 11:27:23 | 2012-01-19 11:28:51 | INC0011640 | 5 - Medium | Service Request | Closed |  | Outlook exchange issue | [NAME] | [NAME] |  | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-01-19 11:28:51 | 2575-08-05 00:00:00 | 2575-08-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Changed the users server back to the correct one and now her outlook is all set | [NAME]
2012-01-19 11:39:51 | 2012-01-19 12:41:36 | INC0011641 | 5 - Medium | Service Request | Closed |  | Loaner computer request | [NAME] | [NAME] |  | s_Desktop Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-19 12:41:36 | 2573-07-18 00:00:00 | 2573-07-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User returned loaner laptop | [NAME]
2012-01-19 11:53:49 | 2012-01-19 12:11:26 | INC0011643 | 5 - Medium | Service Request | Closed |  | Installlation of Printer Software | [NAME] | Deskside - Gaithersburg |  | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-01-19 11:55:45 | 2571-04-02 00:00:00 | 2571-04-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Printer software has been installed.The customer will need to complete the install of the printer when he gets home. | [NAME]
2012-01-19 11:54:38 | 2012-01-23 18:27:31 | INC0011644 | 5 - Medium | Service Request | Closed |  | ChangeAuditor Operators | [NAME] | Intel Server Support |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-01-19 12:00:44 | 2807-09-03 00:00:00 | 2807-09-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added user account to group | [NAME]
2012-01-19 12:25:39 | 2012-01-19 12:46:28 | INC0011649 | 5 - Medium | Service Request | Closed |  | Grant calendar access to users. | [NAME] | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-19 12:46:15 | 2684-04-19 00:00:00 | 2684-04-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | granted permissions to the mailbox then granted permissions to the users as per the request.,_x000D_ _x000D_ [NAME] name can not be located in Service Now | [NAME]
2012-01-19 12:27:26 | 2012-01-20 08:25:18 | INC0011650 | 5 - Medium | Service Request | Closed | Assigned External | URGENT - Password account expiration | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system | 2921709 | [NAME] | 2012-01-19 14:04:34 | 2684-01-03 00:00:00 | 2684-01-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Copied and emailed the approval email from [NAME] to IBM.  Once they receive the email, they were able to re-activate the account. _x000D_ I contacted [NAME] and let her know that the account was active until April 20, 2012. | Stephanie Hightower
2012-01-19 12:44:43 | 2012-01-19 12:47:46 | INC0011654 | 5 - Medium | Service Request | Closed |  | Loaner computer request | [NAME] | [NAME] |  | s_Desktop Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-19 12:47:46 | 2562-11-21 00:00:00 | 2562-11-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User returned loaner computer | [NAME]
2012-01-19 12:47:50 | 2012-01-19 12:58:36 | INC0011655 | 5 - Medium | Service Request | Closed |  | Loaner computer request | [NAME] | [NAME] |  | s_Desktop Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-19 12:58:36 | 2562-05-18 00:00:00 | 2562-05-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User returned the loaner computer | [NAME]
2012-01-19 12:53:40 | 2012-01-19 13:06:52 | INC0011656 | 5 - Medium |  | Closed |  | Request for OPS Account | Leszek Okrasa |  |  |  |  |  | False | system |  | Leszek Okrasa |  | 2561-06-02 00:00:00 | 2561-06-02 00:00:00 |  | 1-2 Users Affected | Leszek Okrasa | False | 0 |  |  | Leszek Okrasa
2012-01-19 12:57:22 | 2012-01-19 17:00:37 | INC0011657 | 5 - Medium | Incident | Closed | Pending Customer | The SSL Certificate in USCT1ASV045 issued during October is not working | [NAME] | Intel Server Support | AD (Active Directory) Account | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-01-19 13:04:48 | 2560-10-23 00:00:00 | 2560-10-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | New Certificate issued and installed onto USCT!ASV045 | [NAME]
2012-01-19 12:58:39 | 2012-01-19 13:04:13 | INC0011658 | 5 - Medium | Service Request | Closed |  | Loaner computer request | [NAME] | [NAME] |  | s_Desktop Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-19 13:04:13 | 2560-08-07 00:00:00 | 2560-08-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Loaner computer returned | [NAME]
2012-01-19 13:02:55 | 2012-01-26 08:18:21 | INC0011659 | 5 - Medium | Service Request | Closed | Assigned External | Request for OPS account. - OPS_OKRASAL | Leszek Okrasa | Accounts Administration | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_New Account | False | system | 2925574 IBM | Rankit Thakkar | 2012-02-07 12:46:04 | 4807-03-04 00:00:00 | 4807-03-04 00:00:00 |  | 2 to 20 Users Affected | Leszek Okrasa | True | 2 | Solved (Permanently) | Permission Granted per the Child Ticket. | [NAME]
2012-01-19 13:05:01 | 2012-01-19 13:49:09 | INC0011660 | 5 - Medium | Service Request | Closed |  | Endnote issue | [NAME] | [NAME] |  | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-19 13:49:09 | 2559-07-22 00:00:00 | 2559-07-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Configured endnote to work with word and now the user is all set | [NAME]
2012-01-19 13:19:19 | 2012-01-19 15:04:41 | INC0011661 | 5 - Medium | Service Request | Closed |  | User needs to be added to Deskside - Gaithersburg group | Case Dykstra | ServiceNow [NAME] |  | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-01-19 13:36:51 | 2557-03-16 00:00:00 | 2557-03-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added requested user to group | [NAME]
2012-01-19 15:09:48 | 2012-01-20 13:00:30 | INC0011667 | 5 - Medium | Service Request | Closed |  | port activativation 4ports to have network setup for new computers | [NAME] | Deskside - Gaithersburg |  | Network | Network Device | Request/Replace | False | system |  | Case Dykstra | 2012-01-19 15:29:44 | 2657-05-02 00:00:00 | 2657-05-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Activated ports | Case Dykstra
2012-01-19 15:47:06 | 2012-01-20 11:23:55 | INC0011674 | 5 - Medium | Service Request | Closed | Pending Customer | Needs to have the driver installed for her new printer | Amanda Forst | Deskside - Gaithersburg |  | Printing | Hardware | Configuration | False | system |  | [NAME] | 2012-01-19 17:28:39 | 2651-03-17 00:00:00 | 2651-03-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | installed driver as requested, tested ok | [NAME]
2012-01-19 15:51:27 | 2012-01-19 16:29:35 | INC0011675 | 5 - Medium | Service Request | Closed |  | trying to enter new contact and cannot enter a phone # for the contact | [NAME] | Service Desk |  | Applications | Outlook | How To | False | system |  | [NAME] |  | 2532-03-19 00:00:00 | 2532-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I was alble to remote via go to assist with the user creating a new contact in outlook_x000D_ -promt EU was getting was to setup a default location in outlook_x000D_ -EU is in gaithersburg so entered th Gburhg loc info and was able to create a test contact with a buisnes phone# all ok!_x000D_ -user was sattisfied and no other issue will resolve ticket | [NAME]
2012-01-19 15:51:59 | 2012-01-19 17:02:55 | INC0011676 | 5 - Medium | Incident | Closed |  | Testing to remote to users pc | [NAME] | Service Desk |  | Network/Connectivity | Remote | Access | False | system |  | [NAME] | 2012-01-19 17:08:17 | 2532-02-16 00:00:00 | 2532-02-16 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 1 | Solved Remotely (Permanently) | Successfully remoted in to the users machine with Go To Assist. | [NAME]
2012-01-19 16:03:54 | 2012-01-19 16:23:07 | INC0011679 | 5 - Medium | Service Request | Closed |  | Software Installation | [NAME] | Deskside - Gaithersburg |  | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-01-19 16:15:55 | 2530-03-03 00:00:00 | 2530-03-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/19/12 Software has been installed as per the current standard in SA Tracker. The customer will need to purchase the license for the software. | [NAME]
2012-01-19 16:06:16 | 2012-01-20 08:00:56 | INC0011681 | 5 - Medium | Service Request | Closed |  | User would like Snaggit installed on her computer | [NAME] | Deskside - Gaithersburg |  | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-19 16:26:21 | 2648-01-22 00:00:00 | 2648-01-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | installed as requested | [NAME]
2012-01-19 16:06:21 | 2012-01-19 16:36:11 | INC0011682 | 5 - Medium | Incident | Closed |  | Unable to open Sharepoint doc (*.xlsm) - Excel 2007 Install |  | Service Desk | Sharepoint (Prod) | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-01-19 16:36:11 | 2529-10-07 00:00:00 | 2529-10-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved Remotely (Permanently) | Installed Excel 2007 | [NAME]
2012-01-19 16:07:40 | 2012-01-19 16:23:05 | [NAME] | 5 - Medium | Incident | Closed |  | cannot access trackwise | [NAME] | Service Desk | Trackwise - MO / EHS (Prod) | Applications | Business Applications | Access | False | system |  |  | 2012-01-19 16:23:05 | 2529-07-20 00:00:00 | 2529-07-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | TEST CALL | [NAME]
2012-01-19 16:11:21 | 2012-01-19 16:14:30 | INC0011686 | 5 - Medium | Incident | Closed |  | OUtlook will not open | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-01-19 16:14:30 | 2528-12-11 00:00:00 | 2528-12-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | clicked onto the [NAME] icon under the start menu | [NAME]
2012-01-19 16:11:31 | 2012-01-20 11:47:52 | INC0011687 | 5 - Medium | Incident | Closed | Pending Customer | User having a problem logging in to Mircosoft lync. | [NAME] | Service Desk |  | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-01-20 11:08:57 | 2647-03-13 00:00:00 | 2647-03-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | End user provided us with the documentation and information for supporting Microsoft Lync and the appropriate contacts for the pilot program. That documentaion is attached to the ticket and should be submitted as a KB article for Supporting Lync and its escalation process. | [NAME]
2012-01-19 16:22:39 | 2012-01-23 11:50:21 | INC0011691 | 5 - Medium | Service Request | Closed |  | requesting an upgrade of Microsoft office and project | [NAME] | Deskside - Gaithersburg | Microsoft Project Server (Prod) | Applications | OS | Software Install | False | system |  | [NAME] | 2012-01-23 09:35:08 | 2763-08-24 00:00:00 | 2763-08-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | installed Office 2010 as requested, Upgrade for Project is not available at this time | [NAME]
2012-01-19 16:24:49 | 2012-01-20 15:38:37 | INC0011693 | 5 - Medium | Service Request | Closed |  | [NAME] To be connected to label printer | [NAME] | Service Desk |  | Printing | Hardware | Configuration | False | system |  | [NAME] | 2012-01-19 16:26:40 | 2645-01-04 00:00:00 | 2645-01-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Functionality has been confirmed. | [NAME]
2012-01-19 16:25:00 | 2012-01-19 16:31:08 | INC0011694 | 5 - Medium | Service Request | Closed |  | Wireless Connection | [NAME] | Deskside - Gaithersburg |  | Network | Wireless | Access Request | False | system |  | [NAME] | 2012-01-19 16:27:49 | 2526-09-14 00:00:00 | 2526-09-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/19/12 iPad has been joined to the MedI Wireless. | [NAME]
2012-01-19 16:25:16 | 2012-01-19 16:50:42 | INC0011695 | 5 - Medium | Incident | Closed |  | Ipad not recieving email. | [NAME] | Service Desk |  | Telephony | i_iPad | i_iPad_Fault/Error | False | system |  | [NAME] | 2012-01-19 16:50:42 | 2526-08-29 00:00:00 | 2526-08-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Advised caller that I could help him connect to OWA through the browser but the IPAD is not supported by the service desk yet. | [NAME]
2012-01-19 16:30:50 | 2012-01-20 12:09:55 | INC0011697 | 5 - Medium | Incident | Closed |  | user needs visio installed on his laptop | Radhakrishna Potukuchi | Service Desk | [NAME] 2003 | Applications | OS | Access | False | system |  | [NAME] | 2012-01-20 08:23:30 | 2644-01-09 00:00:00 | 2644-01-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved Remotely (Permanently) | Installed Standard [NAME] 2003 for the user. | [NAME]
2012-01-19 16:38:46 |  | INC0011698 | 5 - Medium | Incident | In Progress | Assigned External | IBM #2917763 follow up. H: Drive Files | [NAME] | Storage Restore Team | CI Not Found | Server/Data Center | Database/System | Fault/Error | True | LeebP | 2917763 | [NAME] | 2012-02-20 14:22:44 | 00:00:00 |  | Home Drive or Shared Drive | 1-2 Users Affected | [NAME] | False | 3
2012-01-19 16:51:24 | 2012-01-26 16:06:32 | INC0011700 | 5 - Medium | Incident | Closed |  | color printer truncating PDF files. | [NAME] | Deskside - Gaithersburg | [NAME] | Printing | i_Print_Hardware | Fault/Error | False | system |  | [NAME] | 2012-01-19 17:33:30 | 3113-10-03 00:00:00 | 3113-10-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | explained fix to user. he was going to self install updated version of reader | [NAME]
2012-01-19 16:54:26 | 2012-01-23 08:31:44 | INC0011701 | 5 - Medium | Service Request | Closed |  | Ergonomic Desk Setup - Recent Move | Rebecca Mason | Deskside - Gaithersburg |  | s_Desktop Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-01-19 16:59:44 | 2758-06-04 00:00:00 | 2758-06-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Set her up with new monitors, keyboard, mouse and docking stations. | [NAME]
2012-01-19 16:58:31 | 2012-01-20 09:40:10 | INC0011704 | 5 - Medium | Service Request | Closed |  | Laptop power supply needed | [NAME] | Deskside - Gaithersburg |  | s_Desktop Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-01-19 17:00:15 | 2639-06-23 00:00:00 | 2639-06-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/20/12  Customer has been issued with a replaced power supply. | [NAME]
2012-01-19 18:12:31 | 2012-01-19 18:37:30 | INC0011706 | 5 - Medium | Service Request | Closed |  | Software approval request | Rebecca Mason | Service Desk | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] |  | 3100-06-06 00:00:00 | 3100-06-06 00:00:00 | Office Timeline 2012 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Have manager fill out the form through ez buy | [NAME]
2012-01-20 05:02:21 | 2012-01-23 05:06:33 | INC0011709 | 5 - Medium | Service Request | Closed |  | Grant users access to Meeting Room | Prashad Hapuarachchi | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-20 05:03:24 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | granted the permissions. | [NAME]
2012-01-20 05:03:29 | 2012-01-26 06:45:50 | INC0011710 | 5 - Medium | Service Request | Closed |  | Remove mailboxes from non standard mailbox databases | [NAME] | Exchange Server Support | Exchange 2010 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-20 05:05:41 | 3082-10-09 00:00:00 | 3082-10-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | mailboxes that could be moved have been moved. The remaining mailboxes will be moved when space and time allows. | [NAME]
2012-01-20 05:28:36 | 2012-01-20 05:34:07 | INC0011711 | 5 - Medium | Service Request | Closed |  | Create local accounts on AA1004 | [NAME] | Exchange Server Support |  | Other | Other | Other | False | system |  | [NAME] | 2012-01-20 05:31:02 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Create the two accounts._x000D_ Artie Noel_x000D_ Username: noela_x000D_ [NAME]: Pass!W0rd_x000D_ Stuart Johnston_x000D_ Username: johnstons_x000D_ Password: Pass!W0rd_x000D_ _x000D_ Disabled the 3 accounts of ex employees | [NAME]
2012-01-20 05:34:46 | 2012-01-22 04:30:47 | INC0011712 | 5 - Medium | Service Request | Closed |  | Create local accounts on AA1003 | [NAME] | Exchange Server Support |  | Other | Other | Other | False | system |  | [NAME] | 2012-01-20 05:35:35 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Disabled the ex employees on the server_x000D_ _x000D_ Created 2 accounts:_x000D_ Stuart Johnston_x000D_ Username: johnstons_x000D_ Password: Pass!W0rd_x000D_ _x000D_ Artie Noel_x000D_ Username: noela_x000D_ [NAME]: Pass!W0rd | [NAME]
2012-01-20 05:42:16 | 2012-01-24 07:08:18 | INC0011713 | 5 - Medium | Service Request | Closed |  | Unable to modify DL memeber list | [NAME] | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-20 05:46:09 | 2846-03-20 00:00:00 | 2846-03-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Upgraded the group and applied the permissions. | [NAME]
2012-01-20 06:06:51 | 2012-01-31 08:04:42 | INC0011714 | 5 - Medium | Service Request | Closed |  | Unable to write to a calendar | [NAME] | Exchange Server Support | Outlook 2003 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-20 06:07:57 | 3437-08-09 00:00:00 | 3437-08-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Granted permissions to the calendar as per the request. | [NAME]
2012-01-20 09:15:31 | 2012-01-20 09:51:27 | INC0011715 | 5 - Medium | Service Request | Closed |  | Possible automated processing on mailbox | [NAME] | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-20 09:17:14 | 2597-04-03 00:00:00 | 2597-04-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I have run the command to disable auto calendar processing._x000D_ I have also run a command to view the current settings regarding the user and automated processing._x000D_ See below._x000D_ _x000D_ Identity                                                                                        AutomateProcessing_x000D_ --------                                                                                          ------------------_x000D_ medimmune.com/Accounts/Regions/EU/GBCB1/USR/Maria [NAME]_ | [NAME]
2012-01-20 09:37:00 | 2012-01-20 09:38:27 | INC0011716 | 5 - Medium | Service Request | Closed |  | Create New Conference Room | [NAME] | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_New Mailbox creation | False | system |  | [NAME] | 2012-01-20 09:38:02 | 2593-09-22 00:00:00 | 2593-09-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The [NAME] room has been added to exchange. Please allow for replication to occur._x000D_ | [NAME]
2012-01-20 09:56:39 | 2012-01-20 12:06:32 | INC0011717 | 5 - Medium | Service Request | Closed |  | Request - Install Citrix (Full Client) | [NAME] | Service Desk | Citrix | Applications | Business Applications | Software Install | False | system |  | [NAME] | 2012-01-20 10:07:48 | 2590-07-01 00:00:00 | 2590-07-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reinstalled Citrix (full client) per user request. | [NAME]
2012-01-20 10:07:11 | 2012-01-31 12:21:59 | INC0011718 | 5 - Medium | Incident | Closed | Assigned External | Caller need account created | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Access | False | system | 2925241 | [NAME] | 2012-01-27 14:52:35 | 3416-09-17 00:00:00 | 3416-09-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | The call was duplicated and wrong work flows assigned to the exchange team. the mailbox was exported and imported into the new user account as per the original request for the exchange team. | [NAME]
2012-01-20 10:12:29 | 2012-01-20 10:25:46 | INC0011721 | 6 - Low | Service Request | Closed |  |  | [NAME] | ServiceNow [NAME] |  | ServiceNow | s_General | [NAME] | False | system |  | [NAME] | 2012-01-20 10:20:39 | 2587-11-24 00:00:00 | 2587-11-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Renamed the resolver group from Information Technology Command Center (ITCC) to Command Center | [NAME]
2012-01-20 11:16:50 | 2012-01-20 11:27:45 | INC0011729 | 5 - Medium | Service Request | Closed |  | User is locked out of his AD account | [NAME] |  | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] |  | 2577-04-29 00:00:00 | 2577-04-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User thanked me _x000D_ I gave him the ticket number _x000D_ resolving the ticket | [NAME]
2012-01-20 11:16:55 | 2012-01-20 12:55:46 | INC0011730 | 5 - Medium | Service Request | Closed |  | Unable to access mapped network drives | [NAME] | Deskside - Gaithersburg |  | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-01-20 11:18:52 | 2577-04-24 00:00:00 | 2577-04-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/20/12 The customer username had been changed in AD to mirror her change of last name. The customer is now logging in with her new username and is now able to access mapped network drives and she is also no longer being prompted for a password when accessing [NAME]. | [NAME]
2012-01-20 11:30:31 | 2012-01-23 08:49:19 | INC0011731 | 5 - Medium | Service Request | Closed | Pending Customer | Deployed a blank VM with RHEL6 media mounted | [NAME] | Service Desk |  | Applications | OS | How To | False | system |  | [NAME] |  | 2693-05-10 00:00:00 | 2693-05-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] - resolved the ticket. Just unable to close it in Service Now. See Activity log. | [NAME]
2012-01-20 13:34:27 | 2012-01-20 16:33:53 | INC0011741 | 5 - Medium | Service Request | Closed |  | User needs Calibri font | [NAME] | Deskside - Gaithersburg | Word 2003 | Applications | COTS | Configuration | False | system |  | Avinash Dunham | 2012-01-20 15:48:57 | 2554-09-20 00:00:00 | 2554-09-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved Remotely (Permanently) | AD, 1/20 successfully installed the calibri fonts in C:/windows/fonts | Avinash Dunham
2012-01-20 13:49:22 | 2012-01-20 14:06:59 | INC0011742 | 5 - Medium | Incident | Closed |  | Unable to output to an external display | [NAME] | Deskside - Gaithersburg |  | i_Desktop Hardware | Computer | Fault/Error | False | system |  | [NAME] | 2012-01-20 13:51:04 | 2552-04-08 00:00:00 | 2552-04-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/20/12 I have restarted the machine. After the restart the external monitor was picked up by the machine. I have configured the graphics card to extend to the external monitor. The machine can now extend to the external monitor._x000D_ _x000D_ The customer will reach out to me if she has any further issues. | [NAME]
2012-01-20 13:49:34 | 2012-01-20 16:38:03 | [NAME] | 5 - Medium | Service Request | Closed |  | Needs access to a folder on a users computer that is no longer here | [NAME] | [NAME] |  | s_Security/Admin | s_Shared Folder | s_Shared Folder_Grant access | False | system |  | [NAME] | 2012-01-20 16:38:03 | 2552-03-27 00:00:00 | 2552-03-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | received an email from HR stating that it was approved to grant the access for the requesting user | [NAME]
2012-01-20 15:11:40 | 2012-01-20 18:34:39 | INC0011752 | 5 - Medium | Service Request | Closed |  | User needs access to SA Tracker | [NAME] | CZ - Enterprise Application - Support |  | Applications | Business Applications | New Request | False | system |  |  | 2012-01-20 15:19:56 | 2775-04-22 00:00:00 | 2775-04-22 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Resolved (3 Strike) | Access provided to user - JamisonB. | [NAME]
2012-01-20 15:16:00 | 2012-01-20 17:37:04 | INC0011753 | 5 - Medium | Incident | Closed |  | wireless is not working-while on site | Avinash Dunham | Service Desk |  | Network/Connectivity | Wireless | Performance | False | system |  | [NAME] | 2012-01-20 17:33:41 | 2538-01-14 00:00:00 | 2538-01-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | as per avinash  because the medimmune network is private it does not show up in wireless networks._x000D_  you will have to add the medimmune network id in the wireless networks  and remove all of the other network. except for your home network._x000D_  1mw-ssid-HQ09 or 1mw-ssid-HQ04_x000D_ | [NAME]
2012-01-20 15:22:21 | 2012-01-20 17:07:24 | INC0011755 | 5 - Medium | Incident | Closed |  | ITCC Phone Mis-Assignment Issue | [NAME] | Voice |  | Telephony | Line/Circuit | Performance | False | system |  | [NAME] | 2012-01-20 15:30:31 | 2536-12-29 00:00:00 | 2536-12-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Changed [NAME] number to 398-1324 and moved voicemail box to new number. | [NAME]
2012-01-20 15:37:39 | 2012-01-20 16:02:50 | INC0011758 | 5 - Medium | Incident | Closed |  | Needs a ticket opened and sent to Intel Operations S | [NAME] | Intel Server Support |  | Server/Data Center | Database/System | Access | False | system |  | [NAME] | 2012-01-20 15:42:57 | 2534-06-25 00:00:00 | 2534-06-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added 100[NAME] disk on [NAME] DATA01.  Aligned disk to 64K.  default NTFS permissions are intact | [NAME]
2012-01-20 15:50:20 | 2012-01-20 15:55:19 | INC0011760 | 5 - Medium | Incident | Closed |  | Poor battery performance on X200 | [NAME] | Deskside - Gaithersburg |  | i_Desktop Hardware | Computer | Performance | False | system |  | [NAME] | 2012-01-20 15:52:03 | 2532-05-25 00:00:00 | 2532-05-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/20/12 Battery has been replaced. | [NAME]
2012-01-20 16:23:47 |  | INC0011763 | 5 - Medium | Incident | Assigned | Assigned External | Error in RLIMS | [NAME] | Enterprise System Engineering | RLIMS (Prod) | Server/Data Center | Database/System | Fault/Error | True | TorrenceA | 2938982 IBM | [NAME] | 2012-01-20 17:20:03 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-01-20 16:38:07 | 2012-01-20 16:39:49 | INC0011764 | 5 - Medium | Service Request | Closed |  | iTech break fix replacement | [NAME] | [NAME] |  | s_Desktop Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-20 16:39:49 | 2524-07-19 00:00:00 | 2524-07-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | iTech break fix replacement | [NAME]
2012-01-20 16:43:09 | 2012-01-20 16:44:36 | INC0011765 | 5 - Medium | Service Request | Closed |  | Loaner computer request | Tyrell Rivers | [NAME] |  | s_Desktop Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-20 16:44:36 | 2523-09-21 00:00:00 | 2523-09-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User returned loaner computer | [NAME]
2012-01-20 16:45:00 | 2012-01-27 17:04:04 | INC0011766 | 5 - Medium | Incident | Closed | Assigned External | R & D LIMS login script hangs. | [NAME] | Intel Server Support | Citrix | Server/Data Center | Database/System | Fault/Error | False | system | 2908543 IBM | [NAME] | 2012-01-20 16:53:55 | 3114-10-22 00:00:00 | 3114-10-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Profiles moved locally - resolved slowness in logins. | [NAME]
2012-01-20 16:45:14 | 2012-01-20 16:47:29 | INC0011767 | 5 - Medium | Service Request | Closed |  | Outlook forms issue | [NAME] | [NAME] |  | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-01-20 16:47:29 | 2523-05-19 00:00:00 | 2523-05-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Cleared the users outlook forms cache and now the user is all set and able to use her calendar | [NAME]
2012-01-20 16:46:32 | 2012-01-20 19:01:21 | INC0011768 | 5 - Medium | Service Request | Closed |  | Sharepoint:Request Rerun Reports | [NAME] | CZ - Collaboration & BI - Support | Sharepoint (Prod) | Applications | Business Applications | s_Business Applications_Request For [NAME] | False | system |  | [NAME] | 2012-01-20 16:52:35 | 2523-03-02 00:00:00 | 2523-03-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Resolved (3 Strike) | User list for below Site collections have been generated and sent. | [NAME]
2012-01-20 16:47:36 | 2012-01-20 16:50:08 | INC0011770 | 5 - Medium | Service Request | Closed |  | Computer is blue screening when ejecting disk after it finishes burning | [NAME] | [NAME] |  | s_Desktop Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-01-20 16:50:08 | 2522-12-28 00:00:00 | 2522-12-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Ran chkdsk found errors and fixed them and also installed nero instead of sonic | [NAME]
2012-01-20 16:48:15 | 2012-01-27 11:09:27 | INC0011771 | 5 - Medium | Service Request | Closed | Pending Customer | Firewall configuration preventing app install | [NAME] | Service Desk | CI Not Found | Network | Network Device | Request for Information | False | system |  | [NAME] | 2012-01-25 08:41:28 | 3114-04-10 00:00:00 | 3114-04-10 00:00:00 | Unknown business app | 1-2 Users Affected | [NAME] | False | 2 | Not Solved | EU is obtaining a machine that has an image with Windows Firewall on it to further test the issue. He will contact the help desk when ready, and the ticket will be re-opened. | [NAME]
2012-01-20 16:50:10 | 2012-01-20 16:52:42 | INC0011775 | 5 - Medium | Service Request | Closed |  | User needs to have software installed and the computer tweaked | [NAME] | [NAME] |  | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-20 16:52:42 | 2522-07-27 00:00:00 | 2522-07-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed the software for the user and made tweaks to his computer and now the user is all set | [NAME]
2012-01-20 16:52:45 | 2012-01-20 16:54:11 | [NAME] | 5 - Medium | Service Request | Closed |  | Office 2010 upgrade request | Tyrell Rivers | [NAME] |  | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-20 16:54:11 | 2522-02-22 00:00:00 | 2522-02-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed the software for the user and now the user is all set | [NAME]
2012-01-20 16:54:13 | 2012-01-20 16:57:14 | INC0011777 | 5 - Medium | Service Request | Closed |  | Flash player and ie defaults need to be done on the computer as well | Evgeniya Antonova | [NAME] |  | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-20 16:57:14 | 2521-11-26 00:00:00 | 2521-11-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed flash player and configured IE to be the default browser | [NAME]
2012-01-20 16:58:08 | 2012-01-20 16:59:50 | INC0011782 | 5 - Medium | Service Request | Closed |  | Ms converter needs to be installed | Robyn Neal | [NAME] |  | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-20 16:59:50 | 2521-04-05 00:00:00 | 2521-04-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed the MS converter and now the user is all set | [NAME]
2012-01-20 16:59:53 | 2012-01-20 17:02:56 | INC0011784 | 5 - Medium | Service Request | Closed |  | Outlook disconect issues | [NAME] | [NAME] |  | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-01-20 17:02:56 | 2520-12-21 00:00:00 | 2520-12-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Helped the user configure her outlook and showed her what was needed to do and now the user is all set | [NAME]
2012-01-23 04:38:34 | 2012-01-23 04:41:55 | INC0011795 | 5 - Medium | Service Request | Closed |  | Access to Conference Room | [NAME] | Exchange Server Support |  | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-23 04:39:29 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User has been granted access. | [NAME]
2012-01-23 04:43:01 | 2012-01-31 04:49:10 | INC0011796 | 5 - Medium | Service Request | Closed |  | Request to be owner of a group | [NAME] | Exchange Server Support | Outlook 2003 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-23 04:44:16 | 3319-04-30 00:00:00 | 3319-04-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The user has been granted full access to the mailbox. | [NAME]
2012-01-23 05:18:03 | 2012-02-02 12:15:34 | INC0011797 | 5 - Medium | Service Request | Closed | Assigned External | Meeting request errors | [NAME] | Exchange Server Support | Outlook 2003 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Outlook  Issue | False | system | INC000002925832 | [NAME] | 2012-01-23 05:19:13 | 3555-11-19 00:00:00 | 3555-11-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | IT Staff solved the problem with the users client. | [NAME]
2012-01-23 08:46:02 | 2012-01-23 09:21:17 | INC0011803 | 5 - Medium | Service Request | Closed |  | Request to enable users for ActiveSync | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_New Account | False | system |  | [NAME] |  | 2602-02-06 00:00:00 | 2602-02-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Received an e-mail from [NAME] saying that this ticket has been resolved. | [NAME]
2012-01-23 09:12:13 | 2012-01-23 09:16:37 | INC0011805 | 5 - Medium | Incident | Closed |  | Can't Access On the Go | [NAME] | Deskside - Gaithersburg |  | Network/Connectivity | Remote | Access | False | system |  | [NAME] | 2012-01-23 09:16:15 | 2597-10-18 00:00:00 | 2597-10-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JK- reset ie7, deleted temp files, and restarted computer. tested on the go, everything is working fine. | [NAME]
2012-01-23 09:16:44 | 2012-01-23 09:41:52 | INC0011806 | 5 - Medium | Incident | Closed |  |  | [NAME] | Deskside - Gaithersburg |  | i_Desktop Hardware | Computer | Fault/Error | False | system |  | [NAME] | 2012-01-23 09:18:24 | 2597-01-20 00:00:00 | 2597-01-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JK-user had the volume muted. | [NAME]
2012-01-23 09:27:41 | 2012-01-23 14:02:35 | INC0011807 | 5 - Medium | Service Request | Closed |  | Loaner Laptop Request | Baoming [NAME] | Deskside - Gaithersburg |  | s_Desktop Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-23 09:33:33 | 2595-04-04 00:00:00 | 2595-04-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Laptop has been returned. | [NAME]
2012-01-23 09:39:25 | 2012-01-23 09:58:24 | INC0011808 | 5 - Medium | Service Request | Closed |  | Users computer has new image with issues needs re-image | [NAME] | [NAME] |  | s_Desktop Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-01-23 09:58:24 | 2593-04-30 00:00:00 | 2593-04-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Re-imaged the users computer and now the users computer is no longer locking up and is able to put the computer to sleep with no issues | [NAME]
2012-01-23 09:58:30 | 2012-01-23 10:01:30 | INC0011809 | 5 - Medium | Service Request | Closed |  | User needs access to the ms templates folder for iSpeed | [NAME] | [NAME] |  | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-23 10:01:30 | 2590-03-12 00:00:00 | 2590-03-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Gave user modify access to the templates folder and now the user is all set and able to set up her iSpeed | [NAME]
2012-01-23 10:01:48 | 2012-01-23 10:04:33 | INC0011810 | 5 - Medium | Service Request | Closed |  | Users computer blue screens and gives error messages when undocking | [NAME] | [NAME] |  | s_Desktop Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-01-23 10:04:33 | 2589-08-26 00:00:00 | 2589-08-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Re-imaged the users computer transferred all data back configured profile and installed all necessary programs and now the user is all set and no longer receives the error message when undocking | [NAME]
2012-01-23 10:04:47 | 2012-01-23 10:07:20 | INC0011811 | 5 - Medium | Service Request | Closed |  | Excel 2007 install request | [NAME] | [NAME] |  | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-23 10:07:20 | 2589-02-28 00:00:00 | 2589-02-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed excel 2007 onto the users computer and now the user is all set | [NAME]
2012-01-23 10:08:13 | 2012-01-23 10:25:07 | INC0011812 | 5 - Medium | Service Request | Closed |  | Blue screen error upon boot up | [NAME] | [NAME] |  | s_Desktop Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-01-23 10:25:07 | 2588-08-06 00:00:00 | 2588-08-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Re-imaged the users computer and now the user is all set and able to log on and i was able to save most of the users data as well. | [NAME]
2012-01-23 10:25:17 | 2012-01-23 10:52:22 | INC0011813 | 5 - Medium | Service Request | Closed |  | Egis printing issues | [NAME] | [NAME] |  | Applications | Business Applications | How To | False | system |  | [NAME] | 2012-01-23 10:52:21 | 2585-10-17 00:00:00 | 2585-10-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Changed the default reader to adobe reader 9 and showed the user how to pull the printer dialog box up because it was defaulting to adobe pdf as the printer and now the user is all set and able to print via egis | [NAME]
2012-01-23 10:50:23 | 2012-01-23 10:53:56 | INC0011814 | 5 - Medium | Service Request | Closed |  | JMP Installation | [NAME] | Deskside - Gaithersburg |  | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-01-23 10:51:52 | 2581-09-02 00:00:00 | 2581-09-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/23/12 Customer was added to the Citrix group for JMP. | [NAME]
2012-01-23 11:04:35 | 2012-01-23 12:04:57 | INC0011815 | 5 - Medium | Service Request | Closed |  | Software install request | [NAME] | [NAME] |  | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-23 12:04:57 | 2579-05-04 00:00:00 | 2579-05-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed adobe std 7 on the users computer and now the user is all set and able to create pdfs again. | [NAME]
2012-01-23 11:12:13 | 2012-01-23 12:06:26 | INC0011816 | 5 - Medium | Service Request | Closed |  | Unable to access e-mail | Emanuel Schenck | Deskside - Gaithersburg |  | Applications | Outlook | Access Request | False | system |  | [NAME] | 2012-01-23 11:13:40 | 2578-01-31 00:00:00 | 2578-01-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/23/12 Customers password had expired. This has now been reset by the customer and he can now access the Outlook. | [NAME]
2012-01-23 11:36:19 | 2012-01-25 15:08:07 | INC0011817 | 5 - Medium | Service Request | Closed | Assigned External | Please add R&D member to AD global group for access to E:\Research | [NAME] | Service Desk | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system | IBM 2931110 and 2931112 | [NAME] |  | 2810-09-06 00:00:00 | 2810-09-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Spoke with IBM and their tickets are resolved. I called Debbi, left her a voicemail, as well as sent her an email letting her know the status of those tickets. I also informed her that if there are any issues that she can call the Service Desk referencing this ticket number. | [NAME]
2012-01-23 11:52:03 | 2012-01-27 15:06:31 | INC0011818 | 5 - Medium | Service Request | Closed |  | Need ports activated in Lab 2308 | [NAME] | Deskside - Gaithersburg | LAN | Network | Network Device | Request/Replace | False | system |  | Case Dykstra | 2012-01-23 12:49:25 | 3044-08-26 00:00:00 | 3044-08-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | ports active | Case Dykstra
2012-01-23 13:19:13 | 2012-01-24 15:14:02 | INC0011823 | 5 - Medium | Service Request | Closed | Assigned External | Eu calling for update on IBM tickets for new equipment | [NAME] | Service Desk |  | s_Desktop Hardware | Computer | Request/Replace | False | system | 2925803 | [NAME] | 2012-01-23 14:23:44 | 2675-07-02 00:00:00 | 2675-07-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | LVM for EU explaining the two ibm tickets have been resolved | [NAME]
2012-01-23 13:33:25 | 2012-01-27 09:25:43 | INC0011824 | 2 - Severe Outage | Incident | Closed | Pending Customer | Outlook not connecting in disconected mode | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-01-26 09:39:56 | 3028-01-01 00:00:00 | 3028-01-01 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 2 | Not Solved (3 Strike) | Unable to get in touch with user after multiple tries | [NAME]
2012-01-23 13:48:14 | 2012-01-25 13:15:54 | INC0011826 | 4 - High | Service Request | Closed |  | user working remotely outlook not connecting | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Access Request | False | system |  | [NAME] | 2012-01-23 14:16:34 | 3025-07-26 00:00:00 | 3025-07-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Not Solved (3 Strike) | Unable to get in touch with user after multiple tries | [NAME]
2012-01-23 13:51:26 | 2012-01-25 13:22:21 | INC0011827 | 5 - Medium | Incident | Closed |  | Unable to connect to outlook | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Outage | False | system |  | [NAME] | 2012-01-23 14:22:27 | 3025-01-15 00:00:00 | 3025-01-15 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 0 | Not Solved (3 Strike) | Unable to get in touch with user after multiple tries | [NAME]
2012-01-23 13:55:21 | 2012-01-25 19:14:54 | [NAME] | 4 - High | Incident | Closed | Pending Customer | user trying to scheduele a meeting in outlook calendar | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-01-23 14:25:33 | 3024-05-25 00:00:00 | 3024-05-25 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 2 | Not Solved (3 Strike) | Unable to get in touch with user after multiple tries | [NAME]
2012-01-23 14:07:00 | 2012-01-25 15:21:21 | INC0011834 | 5 - Medium | Incident | Closed |  | Unable to access Outlook and OWA | Desiree Corwin | Exchange Server Support | Outlook 2003 | Applications | Outlook | Outage | False | system |  | [NAME] | 2012-01-23 14:27:05 | 3022-06-26 00:00:00 | 3022-06-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Not Solved (3 Strike) | Unable to get in touch with user after multiple tries | [NAME]
2012-01-23 14:09:46 | 2012-01-25 15:22:18 | INC0011835 | 5 - Medium | Incident | Closed |  | User not able to connect to outlook | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Outage | False | system |  | [NAME] | 2012-01-23 14:21:12 | 3022-01-11 00:00:00 | 3022-01-11 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 1 | Not Solved (3 Strike) | Unable to get in touch with user after multiple tries | [NAME]
2012-01-23 14:50:56 | 2012-02-22 13:07:24 | INC0011844 | 5 - Medium | Service Request | Resolved | Pending Customer | Request new WO for application to be installed on Development server for testing | [NAME] | Intel Server Support | USCT1ASV027 | Server/Data Center | Database/System | Access Request | True | TchaboJ | 2934626 IBM | [NAME] | 2012-01-27 14:48:38 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | The customer informed me that this had already been taken care of. I left the ticket open for another week and to make sure was everything was ok. I have not heard back from the customer so I am closing the ticket. | [NAME]
2012-01-23 15:24:13 | 2012-01-23 15:29:19 | INC0011860 | 5 - Medium | Service Request | Closed |  | Office 2010 upgrade request | [NAME] | [NAME] |  | Applications | Business Applications | Software Install | False | system |  | [NAME] | 2012-01-23 15:29:19 | 2536-09-08 00:00:00 | 2536-09-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed office 2010 for the user and now the user is all set | [NAME]
2012-01-23 15:29:20 | 2012-01-26 09:36:56 | INC0011861 | 4 - High | Service Request | Closed |  | User needs his Exchange Server account purged | [NAME] | Exchange Server Support | Outlook 2003 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Deletion | False | system |  | [NAME] | 2012-01-23 15:43:12 | 2890-09-05 00:00:00 | 2890-09-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I used Exchange tools to programmatically remove over 800,000 messages from the customer mailbox. | [NAME]
2012-01-23 15:35:43 | 2012-01-23 15:38:12 | INC0011862 | 5 - Medium | Service Request | Closed |  | User is having issues with her live meeting | [NAME] | [NAME] |  | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-23 15:38:12 | 2534-10-19 00:00:00 | 2534-10-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Used the MS fix it tool to re-establish the file association to live meeting and now the user is all set | [NAME]
2012-01-23 15:50:44 | 2012-01-23 16:01:22 | INC0011864 | 5 - Medium | Service Request | Closed |  | Snag-it install request | [NAME] | [NAME] |  | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-23 16:01:22 | 2532-05-01 00:00:00 | 2532-05-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed snag-it on the users machine and now the user is all set | [NAME]
2012-01-23 16:21:02 | 2012-02-10 11:11:02 | INC0011868 | 6 - Low | Incident | Closed | Pending Customer | Orion Monitoring false positive | [NAME] | Intel Server Support | AD (Active Directory) Account | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-01-23 16:26:15 | 4183-03-29 00:00:00 | 4183-03-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The templates that are used to monitor the Domain Controllers have now been temporarily disabled._x000D_ Only basic monitoring is now active._x000D_ New templates are being developed for future use. | [NAME]
2012-01-23 16:38:42 | 2012-01-23 16:42:12 | INC0011870 | 5 - Medium | Service Request | Closed |  | Endnote Installation | [NAME] | Deskside - Gaithersburg |  | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-01-23 16:40:49 | 2524-06-14 00:00:00 | 2524-06-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/23/12 Endnote has been installed, configured and tested. | [NAME]
2012-01-23 16:47:14 | 2012-01-25 12:26:31 | INC0011871 | 5 - Medium | Service Request | Closed | Assigned External | No access to H: drive. | [NAME] | Service Desk | Other | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system | 2931691 | [NAME] | 2012-01-23 17:04:02 | 2759-08-10 00:00:00 | 2759-08-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | verified through the 'net use' command that the users home drive is properly mapped and connected. | [NAME]
2012-01-23 16:52:16 | 2012-01-23 17:02:42 | INC0011872 | 5 - Medium | Incident | Closed |  | User calling to inform had called in earlier and was put on hold for 15 | [NAME] | Service Desk |  | Applications | OS | Fault/Error | False | system |  | [NAME] |  | 2522-03-23 00:00:00 | 2522-03-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | -I was very apologitic about this and explained at this point that the reason the call never came into an agent becasue the pilot ended on 1-20-12 and apologized for the mix up_x000D_ | [NAME]
2012-01-23 20:33:24 | 2012-01-24 08:50:49 | INC0011873 | 5 - Medium | Service Request | Closed |  | Informational only:utprd0023 being rebooted | [NAME] | Service Desk |  | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  | [NAME] |  | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolved | [NAME]
2012-01-24 07:07:49 | 2012-01-24 10:11:42 | INC0011875 | 5 - Medium | Incident | Closed |  | Orion NPM & NCM Database Server Performance | [NAME] | Network Level 2 |  | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-01-24 08:07:25 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | This requires no further action. These Orion SQL application monitor alerts are normal due to the current physical server environment. There is no impact to users or statistics polling of monitored devices. | [NAME]
2012-01-24 08:00:22 | 2012-01-24 08:06:07 | INC0011876 | 5 - Medium | Service Request | Closed |  | Needed wireless password | Amanda Forst | Service Desk | Wireless | Network | Wireless | [NAME] | False | system |  | [NAME] | 2012-01-24 08:06:06 | 2609-08-08 00:00:00 | 2609-08-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Gave her the wireless password and she was able to connect | [NAME]
2012-01-24 09:44:36 | 2012-01-27 10:20:57 | INC0011892 | 5 - Medium | Service Request | Closed | Pending Customer | Request: Office 2007 Install - Margaret Gaherasoul | [NAME] | Deskside - Gaithersburg | Excel 2007 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-25 16:30:36 | 2947-04-24 00:00:00 | 2947-04-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | repaired office 2003 install that was corrupt from a failed 2007 install by service desk, installed Excel 2007 and office updates, tested ok, followed up with user yesterday afternoon to verify everything was working well | [NAME]
2012-01-24 10:08:25 | 2012-01-30 13:56:14 | INC0011894 | 5 - Medium | Service Request | Closed |  | Request SAP SMS package be pushed to computer | [NAME] | Deskside - Gaithersburg | SAP Solution Manager (Prod) | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-24 16:34:20 | 3061-09-04 00:00:00 | 3061-09-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | pushed but needed to update saplogon.ini, tested ok | [NAME]
2012-01-24 10:11:26 | 2012-01-24 10:20:23 | INC0011895 | 5 - Medium | Incident | Closed |  | Monitor not working | Rebecca Mason | Service Desk | Monitor | i_Desktop Hardware | i_peripheral | Outage | False | system |  | [NAME] | 2012-01-24 10:20:23 | 2588-01-26 00:00:00 | 2588-01-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended Rebecca's desktop to her second monitor in display settings | [NAME]
2012-01-24 10:30:50 | 2012-01-24 10:35:41 | INC0011898 | 5 - Medium | Service Request | Closed |  | Unable to move the cursor from one monitor to the other | Rebecca Mason | Service Desk | Monitor | s_Desktop Hardware | Computer | How To | False | system |  | [NAME] | 2012-01-24 10:36:14 | 2584-11-18 00:00:00 | 2584-11-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | explained to user how to use the display properties to use her dual monitors | [NAME]
2012-01-24 10:45:36 | 2012-01-24 10:51:09 | INC0011900 | 5 - Medium | Incident | Closed |  | Unable to logon to OTG | [NAME] | Deskside - Gaithersburg |  | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-01-24 10:47:56 | 2582-06-16 00:00:00 | 2582-06-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/24/12 The certificate for OTG has been manually installed on the customers machine. The customer is now able to access OTG. | [NAME]
2012-01-24 10:51:27 | 2012-01-26 11:34:45 | INC0011902 | 5 - Medium | Service Request | Closed |  | Add VLAN to 1000v in FRD and OMW | [NAME] | Network Level 2 | FRD-CLUSTER01 | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-01-24 11:23:02 | 2818-01-19 00:00:00 | 2818-01-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | all configurations are in place and have been tested. | [NAME]
2012-01-24 10:58:57 | 2012-01-24 11:11:00 | INC0011904 | 5 - Medium | Service Request | Closed |  | Resolver Group Modification Rquest | [NAME] | ServiceNow [NAME] |  | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-01-24 11:03:45 | 2580-04-06 00:00:00 | 2580-04-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME], [NAME] and [NAME] have been added to the Deskside California resolver group. [NAME] was removed from this resolver group. | [NAME]
2012-01-24 11:15:24 | 2012-01-24 12:00:38 | INC0011906 | 5 - Medium | Incident | Closed | Pending Customer | Outlook Multiple Issues: Unable to Send/Recieve, Unable to Reply | [NAME] | Service Desk | Outlook 2003 | Network/Connectivity | Network Device | Access | False | system |  | [NAME] |  | 3760-05-03 00:00:00 | 3760-05-03 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Changed user to Back-up Default Oultook Profile. User was satisfied with this resolution | [NAME]
2012-01-24 11:16:57 | 2012-01-25 11:13:51 | INC0011907 | 5 - Medium | Service Request | Closed |  | Request to enable users for Exchange ActiveSync | [NAME] | Exchange Server Support | Ad Promo (Prod) | Applications | Business Applications | New Request | False | system |  | [NAME] | 2012-01-24 11:27:02 | 2695-08-02 00:00:00 | 2695-08-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Ran get-content userA.txt | get-mailbox | get-casmailbox -activesyncenbled $true  aginst the smtp addresses submitted | [NAME]
2012-01-24 11:37:46 | 2012-02-06 11:30:32 | [NAME] | 5 - Medium | Service Request | Closed |  | Create a "heartbeat" network in our Datacenters | [NAME] | Network Level 2 | 4.1 VM Cluster (OMW) | Network | Wired | Access Request | False | system |  | [NAME] | 2012-01-24 11:43:59 | 3874-12-10 00:00:00 | 3874-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Created the requeste VLAN and port profiles on all Nexus equipment in all DCs. | [NAME]
2012-01-24 11:40:18 | 2012-01-30 07:24:29 | INC0011911 | 5 - Medium | Service Request | Closed |  | Please add manual routes so the migration transfers route over the [NAME] from SBY | [NAME] | Network Level 2 | [NAME] | Network | Network Device | How To | False | system |  | [NAME] | 2012-01-24 11:47:02 | 3046-08-01 00:00:00 | 3046-08-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Praveen Kumar added routes as necessary | [NAME]
2012-01-24 12:00:52 | 2012-01-26 06:41:48 | INC0011914 | 5 - Medium | Service Request | Closed |  | Mail merge old account to new account. | [NAME] | Exchange Server Support | Outlook 2003 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-24 12:02:08 | 2806-08-25 00:00:00 | 2806-08-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Exported the old mailbox and imported it into the new mailbox. (Sub folder called RecoveredFiles) | [NAME]
2012-01-24 12:19:29 | 2012-01-24 13:37:34 | INC0011921 | 5 - Medium | Incident | Closed |  | Username and Password prompt at MedIZone | [NAME] |  |  | Applications | Business Applications | Access | False | system |  | [NAME] |  | 2567-01-13 00:00:00 | 2567-01-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/24/12 New Password has been synced. The customer is no longer getting prompted to enter his credentials. | [NAME]
2012-01-24 12:42:04 | 2012-01-24 13:01:25 | INC0011923 | 5 - Medium | Service Request | Closed | Assigned External | Ops Account admin Priviledges | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | Access Request | False | system | 2935329 | [NAME] | 2012-01-24 12:51:57 | 2918-02-27 00:00:00 | 2918-02-27 00:00:00 | Administrator Priviledges | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | IBM has created a ticket to send [NAME] a form to fill out for OPS account access to the servers he is requesting access. _x000D_ - Anthony _x000D_ _x000D_ Contacting client JOHN: LMOM - IBM will send him and email about requested access for his OPS account. -Anthony_x000D_ _x000D_ -(01/27/2012 13:02)  LMOM - Need to verify that you ([NAME]) can access the servers that were mentioned in the ticket. Please call us back at [PHONE].  Thank you -Anthony _x000D_ _x000D_ -(1.27.2012 15:14) [NAME] replied and verified that he does have access to the servers.  Ticket is fully SOLVED. -Anthony | [NAME]
2012-01-24 13:20:15 | 2012-02-02 15:14:33 | INC0011926 | 5 - Medium | Service Request | Closed | Pending Customer | User unable to access messages on phone or email. | [NAME] | Service Desk | [NAME] | Telephony | [NAME] | [NAME] | False | system | 2935595, 2959977 | [NAME] |  | 3384-12-29 00:00:00 | 3384-12-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | - Called IBM for a status update, spoke to [NAME], who advised ticket has been resolved. _x000D_ - Linda Frankish (EU) confirmed via email that this issue has been resolved. | [NAME]
2012-01-24 13:38:35 | 2012-01-24 14:23:02 | INC0011927 | 5 - Medium | Service Request | Closed |  | User needs his Elms password reset | [NAME] | Service Desk | eLMS Enterprise Elements (Dev) | Applications | Business Applications | [NAME] | False | system |  | [NAME] | 2012-01-24 14:19:02 | 2554-01-15 00:00:00 | 2554-01-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | -User indicated he had not seen the new set of instructions for logging in _x000D_ -Eu indidcated was able to log in succesfully | [NAME]
2012-01-24 14:48:54 | 2012-01-24 15:37:57 | [NAME] | 5 - Medium | Service Request | Closed |  | Request new WO be created. | [NAME] | Network Level 2 |  | Network | Wireless | Access Request | False | system |  | Leszek Okrasa | 2012-01-24 14:57:23 | 2542-06-28 00:00:00 | 2542-06-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Network Level 3 Engineer - Waqar Dar - has added these MACs. | Leszek Okrasa
2012-01-24 14:51:43 | 2012-01-24 15:55:53 | INC0011932 | 5 - Medium | Incident | Closed |  | Issues with Word 2003 table formatting | [NAME] | Deskside - Gaithersburg |  | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-01-24 15:55:53 | 2542-01-10 00:00:00 | 2542-01-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | JS 01/24/12 There appeared to be a formatting issue with the customers Word 2003 table. We have suggested a special paste to when copying data to see if that helps with the formatting of the table. | [NAME]
2012-01-24 15:48:11 | 2012-01-27 09:06:31 | INC0011935 | 5 - Medium | Service Request | Closed |  | T61 Battery not holding charge | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-24 15:49:49 | 2887-08-01 00:00:00 | 2887-08-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/27/12 The new machine has been issued to the customer. | [NAME]
2012-01-24 15:50:24 | 2012-01-24 15:57:22 | INC0011937 | 5 - Medium | Incident | Closed |  | Unable to connect to the MedI Wireless | [NAME] | Deskside - Gaithersburg |  | Network/Connectivity | Wireless | Access | False | system |  | [NAME] | 2012-01-24 15:51:47 | 2532-05-21 00:00:00 | 2532-05-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/24/12 I have un-installed and re-installed the wireless adapter. I have also updated the wireless drivers. The laptop is now connecting the MedI Wireless. | [NAME]
2012-01-24 16:02:37 | 2012-02-07 09:53:40 | INC0011942 | 5 - Medium | Service Request | Closed |  | 2 cdsvc accounts on server after it was moved | [NAME] | Intel Server Support | USCT1ASV054 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  | [NAME] | 2012-01-24 16:30:06 | 3713-02-26 00:00:00 | 3713-02-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Justin Tchabo fixed the profile issue for [NAME].  Spoke with Mark today and he said we can resolve the ticket. | Thuan Tran
2012-01-24 16:23:07 | 2012-01-24 16:28:17 | INC0011945 | 5 - Medium | Service Request | Closed |  | Users computer is still having issues even after the re-image | [NAME] | [NAME] |  | s_Desktop Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-24 16:28:17 | 2527-01-05 00:00:00 | 2527-01-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Upgraded the user to a 220 and now the user is all set | [NAME]
2012-01-24 16:31:29 | 2012-01-24 16:37:02 | INC0011946 | 5 - Medium | Service Request | Closed |  | Loaner computer resquest | [NAME] | [NAME] |  | s_Desktop Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-24 16:37:02 | 2525-08-21 00:00:00 | 2525-08-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | User returned the loaner computer | [NAME]
2012-01-24 16:37:17 | 2012-01-24 16:38:40 | INC0011948 | 5 - Medium | Service Request | Closed |  | Office 2007 install request | [NAME] | [NAME] |  | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-24 16:38:40 | 2524-09-07 00:00:00 | 2524-09-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Installed the software for the user and now the user is all set | [NAME]
2012-01-24 16:39:32 | 2012-01-24 16:43:27 | INC0011949 | 5 - Medium | Service Request | Closed |  | User needs access to the templates folder for ispeed | [NAME] | [NAME] |  | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-24 16:43:27 | 2524-04-25 00:00:00 | 2524-04-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Gave the user modify access to the templates folder and all child folders and now the user is all set | [NAME]
2012-01-24 16:55:36 | 2012-01-24 16:59:50 | INC0011950 | 5 - Medium | Service Request | Closed |  | [NAME] | [NAME] | Deskside - Gaithersburg |  | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-24 16:58:08 | 2521-09-04 00:00:00 | 2521-09-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/24/12 Software has been installed and tested. | [NAME]
2012-01-24 17:12:04 | 2012-01-25 15:04:58 | INC0011951 | 5 - Medium | Incident | Closed |  | QAS server for Oracle Clinical failing | [NAME] | CZ - Database - Support | Oracle Clinical (QAS) | Applications | Business Applications | Outage | False | system |  | Neeraj Masson | 2012-01-24 17:16:22 | 2637-04-01 00:00:00 | 2637-04-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | IBM has fixed the issue with server and its up now. | Neeraj Masson
2012-01-25 07:19:27 | 2012-01-25 07:26:57 | INC0011953 | 5 - Medium | Service Request | Closed |  | Allow FREDERICK12 SMTP relay through relay_us.medimmune.com | [NAME] | Exchange Server Support |  | Other | Other | Other | False | system |  | [NAME] | 2012-01-25 07:21:29 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | 10.6.100.12 added to the allowed client list on USCT1 HTS servers receive connector "NLB Anonymous" | [NAME]
2012-01-25 08:38:41 | 2012-01-25 09:36:33 | INC0011955 | 5 - Medium | Incident | Closed |  | User is prompted to login to medi-Guest | Sonja [NAME] | Deskside - Gaithersburg | Wireless (Prod) | Network/Connectivity | Wireless | Access | False | system |  | [NAME] | 2012-01-25 09:21:46 | 2603-04-23 00:00:00 | 2603-04-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | removed profile for guest network and removed profile for internal wireless network that was manually created during the call to the help desk. forced a group policy update and confirmed the user had connectivity via the internal wireless medimmune network | [NAME]
2012-01-25 08:52:20 | 2012-01-25 13:57:29 | INC0011956 | 5 - Medium | Incident | Closed | Pending Customer | outlook does not launch. | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-01-25 12:17:02 | 2601-01-24 00:00:00 | 2601-01-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Reinstalled outlook and installed office 2003 sp3. Outlook currently works fine. | [NAME]
2012-01-25 09:19:13 |  | INC0011958 | 4 - High | Service Request | In Progress |  | Disk is full error on the J Drive | [NAME] | Storage Restore Team | Space Allocation Request (Prod) | Network | Network Device | Request/Replace | True | StallingsT |  | [NAME] | 2012-01-25 09:33:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-01-25 09:24:01 | 2012-01-25 09:27:36 | INC0011959 | 5 - Medium | Service Request | Closed |  | Outlook calendar issues | [NAME] | [NAME] |  | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-01-25 09:27:35 | 2595-11-10 00:00:00 | 2595-11-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User came down to iTech and after examining her outlook she was in offline mode after putting it back on the user is now all set and able to view calendars and send and receive mail without having to hit send receive | [NAME]
2012-01-25 09:38:34 | 2012-01-26 16:05:41 | INC0011960 | 5 - Medium | Incident | Closed | Assigned External | [NAME] not coming through to email | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Fault/Error | False | system | 2938269 | [NAME] | 2012-01-25 15:25:28 | 2711-10-01 00:00:00 | 2711-10-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | spoke to user and this was already resolved | [NAME]
2012-01-25 09:44:02 | 2012-01-26 09:36:56 | [NAME] | 5 - Medium | Service Request | Closed |  | User Needs his Exchange Server Account Purged - computer freezes | [NAME] | Exchange Server Support | Outlook 2003 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Deletion | False | system |  | [NAME] | 2012-01-25 09:53:36 | 2710-11-07 00:00:00 | 2710-11-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I used Exchange tools to programmatically remove over 800,000 messages from the customer mailbox. | [NAME]
2012-01-25 10:04:44 | 2012-01-30 15:46:51 | INC0011966 | 5 - Medium | Incident | Closed | Assigned External | Multi alerts for server MD1AS187 | [NAME] | Intel Server Support | 3.5 VM Cluster (OMW) | Server/Data Center | Hardware | Fault/Error | False | system | 2938549 | [NAME] | 2012-01-25 10:07:42 | 2944-01-02 00:00:00 | 2944-01-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved | The server is still under IBM support and the ticket was passed to them via remedy. | [NAME]
2012-01-25 10:22:43 | 2012-02-01 15:43:59 | INC0011970 | 5 - Medium | Service Request | Closed |  | Laptop Request for Service Desk Analyst | [NAME] | IMAC Coordinator | Laptop | s_Desktop Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-31 11:38:17 | 3177-08-09 00:00:00 | 3177-08-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Green Tag - 4890598_x000D_ S/N - MDR8-WZ0BM | [NAME]
2012-01-25 10:46:58 | 2012-02-01 15:54:31 | INC0011976 | 5 - Medium | Service Request | Closed |  | Laptop Request for Service Desk Analyst | [NAME] | IMAC Coordinator | Laptop | s_Desktop Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-31 11:39:11 | 3173-08-15 00:00:00 | 3173-08-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Green Tag - 4890620_x000D_ S/N - MDR8-WZ0CM | [NAME]
2012-01-25 10:50:05 | 2012-02-01 15:52:14 | INC0011980 | 5 - Medium | Service Request | Closed |  | Laptop Request for Service Desk Analyst | [NAME] | IMAC Coordinator | Laptop | s_Desktop Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-31 11:39:39 | 3173-02-09 00:00:00 | 3173-02-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Green Tag - 4890555_x000D_ S/N - MD1R8-WM0YR | [NAME]
2012-01-25 10:53:10 | 2012-02-01 15:49:29 | INC0011983 | 5 - Medium | Service Request | Closed |  | Laptop Request for Service Desk Analyst | [NAME] | IMAC Coordinator | Laptop | s_Desktop Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-31 11:40:08 | 3172-08-08 00:00:00 | 3172-08-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Green Tag 4890557_x000D_ S/N - MD1R8-WM0ZG | [NAME]
2012-01-25 10:57:49 | 2012-01-27 12:13:06 | INC0011984 | 5 - Medium | Incident | Closed |  | sbymas200 was patched in Group 1 rather than Group 2 | [NAME] | Intel Server Support | SBYMAS200 | Server/Data Center | Database/System | Outage | False | system |  | [NAME] | 2012-01-25 11:00:14 | 2817-01-02 00:00:00 | 2817-01-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The system has been moved to Group 2 patching and the cause of the mistake identified. | [NAME]
2012-01-25 11:22:10 | 2012-01-27 12:08:15 | INC0011985 | 5 - Medium | Service Request | Closed |  | [NAME] needs project installed | [NAME] | Deskside - Gaithersburg | Project 2003 | Applications | COTS | Install/Remove | False | system |  | Case Dykstra | 2012-01-25 11:27:20 | 2813-01-02 00:00:00 | 2813-01-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | cd-project installed | Case Dykstra
2012-01-25 11:36:17 | 2012-01-25 13:25:46 | INC0011986 | 5 - Medium | Service Request | Closed |  | Password reset for [NAME] | [NAME] | Service Desk | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-01-25 11:38:12 | 2574-02-17 00:00:00 | 2574-02-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Password reset successful | [NAME]
2012-01-25 12:52:26 | 2012-01-25 14:20:39 | INC0011989 | 5 - Medium | Service Request | Closed |  | Wireless connection issues | Vishal Khemka | Deskside - Gaithersburg | Laptop | Network | Wireless | Access Request | False | system |  | [NAME] | 2012-01-25 14:02:33 | 2561-08-15 00:00:00 | 2561-08-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/15/12 Wireless has been switched on and the certificate re-installed. SQL+ Client has been installed. | [NAME]
2012-01-25 13:15:26 | 2012-01-25 14:04:35 | INC0011992 | 5 - Medium | Incident | Closed |  | User prompted for windows update not sure what to do | [NAME] | Service Desk | Windows XP | Applications | OS | Performance | False | system |  | [NAME] | 2012-01-25 14:04:35 | 2557-11-04 00:00:00 | 2557-11-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | -I informed as long as  its a MS update there should be no concerns _x000D_ -Also informed could go to ICC and hrs of ICC_x000D_ -User said will take lptp to ICC | [NAME]
2012-01-25 13:26:53 | 2012-01-27 10:24:45 | INC0011993 | 6 - Low | Service Request | Closed |  | Eu states when mouse connected to device loses second screen | [NAME] | Deskside - Gaithersburg | [NAME] | s_Desktop Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-01-25 13:35:38 | 2792-07-08 00:00:00 | 2792-07-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Replaced the mouse and left a note to call MG if there is issue | [NAME]
2012-01-25 13:41:07 | 2012-02-07 08:58:15 | INC0011996 | 5 - Medium | Incident | Closed | Assigned External | has access to the home drive H: but no folder exists yet for the user. | [NAME] | Service Desk | Other | Server/Data Center | Database/System | Access | False | system | 2939170 | [NAME] | 2012-01-25 13:55:20 | 3618-02-14 00:00:00 | 3618-02-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | IBM has said that the access has been granted. | [NAME]
2012-01-25 13:49:11 | 2012-02-07 08:54:31 | INC0011997 | 5 - Medium | Service Request | Closed |  | Microsoft Project 2003 | [NAME] | Deskside - Gaithersburg | Microsoft Project Server (Prod) | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-25 14:17:05 | 3616-10-18 00:00:00 | 3616-10-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Not Solved (3 Strike) | No responce from [NAME], sent 3rd strike email. | [NAME]
2012-01-25 14:02:56 | 2012-01-25 14:21:42 | INC0011998 | 5 - Medium | Service Request | Closed |  | Air Card Install | [NAME] | Deskside - Gaithersburg | Laptop | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-01-25 14:07:59 | 2550-01-15 00:00:00 | 2550-01-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/25/12 Aircard has been installed and tested. | [NAME]
2012-01-25 14:59:16 | 2012-01-25 15:08:53 | INC0012002 | 5 - Medium | Service Request | Closed |  | Neeraj Masson is checking to see if he has a Service Now log in. | Neeraj Masson | Service Desk | ServiceNow (Prod) | s_Security/Admin | s_On the Go | Access Request | False | system |  | Stephanie Hightower |  | 2659-01-24 00:00:00 | 2659-01-24 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Client was not sure if he had a Service Now account.  After confirming that he was able to log in to Grid guard, had him log into Service Now._x000D_ He was able to successfully connect to Service Now. | Stephanie Hightower
2012-01-25 14:59:52 | 2012-02-01 08:05:44 | INC0012003 | 5 - Medium | Incident | Closed | Pending Customer | [NAME] is showing busy | [NAME] | Service Desk | Outlook 2003 | Applications | Business Applications | Fault/Error | False | system |  | [NAME] |  | 3132-01-29 00:00:00 | 3132-01-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This has been resolved with verification from [NAME]. | [NAME]
2012-01-25 15:36:17 | 2012-01-25 16:01:02 | INC0012005 | 5 - Medium | Service Request | Closed |  | User requesting to have Excel 2007 installed | [NAME] |  | Excel 2007 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] |  | 3007-10-26 00:00:00 | 3007-10-26 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | waiting on manager approval on case 11892_x000D_ Answered users request for information (1/31/12 | [NAME]
2012-01-25 16:44:46 |  | INC0012012 | 5 - Medium | Service Request | Transferred | Pending Customer | SharePoint PRD MOSS 2007 database backup Copy | [NAME] | CZ - Database - Support | Sharepoint (Prod) | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | HillJo |  | [NAME] | 2012-02-22 06:56:25 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 6
2012-01-25 18:41:49 | 2012-01-25 18:46:45 | INC0012015 | 5 - Medium | Service Request | Closed |  | Provide access to all distribution groups owned by user | [NAME] | Exchange Server Support | Exchange 2010 | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-25 18:46:45 | 2504-03-24 00:00:00 | 2504-03-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | converted all distribution groups owned by [NAME] to Universal groups and converted them for Exchange 2010 management. The management of the distribution groups was verified by the Messaging Team | [NAME]
2012-01-26 05:48:20 | 2012-01-26 11:44:30 | INC0012017 | 5 - Medium | Incident | Pending | Pending Part | Network connectivity error to and from GBCB1ASP017 | [NAME] | Intel Server Support | GBCB1ASP017 | Network/Connectivity | Network Device | Fault/Error | True | alexanders |  | [NAME] | 2012-01-26 11:49:36 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 2 | Solved (Permanently) | plugged in a test laptop to same cable as the server in question and gave it the same IP configuration as the server. I repeated the ping test to the laptop and did not have any packet loss. this confirms that there is not a network problem. | [NAME]
2012-01-26 06:59:22 | 2012-02-15 13:07:41 | INC0012018 | 5 - Medium | Service Request | Closed | Assigned External | Can't see Free Busy | [NAME] | Service Desk | AA1001 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system | INC000002941099 | [NAME] | 2012-02-09 06:43:37 | 4383-10-28 00:00:00 | 4383-10-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Work Around) | Resolving Per users information that the issue is ok. | [NAME]
2012-01-26 09:10:14 | 2012-01-26 10:08:16 | INC0012021 | 5 - Medium | Service Request | Closed | Pending Customer | User needs her OTG account and Grid PIN set up | [NAME] | Service Desk | OnTheGo | Network | On The Go | How To | False | system |  | [NAME] |  | 2598-02-14 00:00:00 | 2598-02-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User is now able to access medizone through an onthego session at home. | [NAME]
2012-01-26 10:12:12 | 2012-01-26 10:27:40 | INC0012025 | 5 - Medium | Incident | Closed |  | Computer no longer booting up | [NAME] | Service Desk | Laptop | i_Desktop Hardware | Computer | Outage | False | system |  | [NAME] | 2012-01-26 10:27:40 | 2587-12-11 00:00:00 | 2587-12-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Had user re-dock her laptop, called IBm to close their ticket | [NAME]
2012-01-26 10:19:39 | 2012-01-26 10:28:02 | INC0012027 | 5 - Medium | Service Request | Closed |  | Can't access outlook from her home computer | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Access Request | False | system |  | [NAME] | 2012-01-26 10:28:02 | 2586-09-20 00:00:00 | 2586-09-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | 2. Connected her to the OWA page but she couldn't remember her password, but she didn't want to continue without her medimmune laptop | [NAME]
2012-01-26 11:07:32 | 2012-01-26 15:01:14 | INC0012029 | 5 - Medium | Service Request | Closed | Assigned External | Grant "Send As" access for the MI Harmony mailbox | [NAME] | Service Desk | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system | 2942265 | [NAME] | 2012-01-26 11:10:22 | 2578-11-08 00:00:00 | 2578-11-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Verified that this request has been resolved. | [NAME]
2012-01-26 11:20:58 | 2012-01-26 11:29:10 | INC0012030 | 5 - Medium | Service Request | Closed |  | Create new CNAMEs for Sharepoint 2012 QAS env | [NAME] | Intel Server Support | FRD-CLUSTER01 | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-01-26 11:27:47 | 2576-08-24 00:00:00 | 2576-08-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added DNS CNAMEs | [NAME]
2012-01-26 11:49:47 | 2012-01-26 13:25:06 | INC0012032 | 5 - Medium | Incident | Closed |  | Unable to logon to my machine | [NAME] | Deskside - Gaithersburg | Laptop | Network/Connectivity | Wired | Fault/Error | False | system |  | [NAME] | 2012-01-26 11:54:35 | 2571-11-30 00:00:00 | 2571-11-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/26/12 I have checked that the machine is in AD. I was able to logon with Ops credentials. I then had the customer logon and he was able to login to windows. | [NAME]
2012-01-26 11:50:13 | 2012-01-26 12:09:08 | INC0012033 | 5 - Medium | Service Request | Closed |  | EU calling in regards 2940784 remedy ticket needed info | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  | [NAME] | 2012-01-26 12:08:44 | 2571-11-04 00:00:00 | 2571-11-04 00:00:00 | Remedy | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | -I explained that we have no acces to remedy tickets here at the IS service desk, but since he is a remdy user he should be able to transfer the ticket with in remedy_x000D_ -Eu said well go ahead and do that he wasnt sure if we had to do the transfer of the re | [NAME]
2012-01-26 11:51:30 | 2012-01-27 12:25:09 | INC0012034 | 5 - Medium | Incident | Closed |  | User unable to see all the fields within Service Now | [NAME] | ServiceNow [NAME] | ServiceNow (Dev) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-01-26 12:10:14 | 2689-11-28 00:00:00 | 2689-11-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Justin Tchabo replied to my email indicating that he has the appropraite access and can make the necessary changes. | [NAME]
2012-01-26 12:35:06 | 2012-01-26 15:25:44 | INC0012036 | 5 - Medium | Incident | Closed |  | Desk phone [NAME] light is on: User has no messages | [NAME] | Voice | [NAME] | Telephony | [NAME] | Fault/Error | False | system |  | [NAME] | 2012-01-26 12:41:32 | 2564-06-20 00:00:00 | 2564-06-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The user self enrolled into the system.  This resolved the voice mail access and email notification issue. | [NAME]
2012-01-26 12:56:40 | 2012-02-01 16:12:36 | INC0012038 | 5 - Medium | Service Request | Closed | Assigned External | Set up TLS encryption between CDSER & MedImmune. | [NAME] | Exchange Server Support | Exchange 2010 | Other | Other | Other | False | system | Messagelabs | [NAME] | 2012-01-26 13:00:14 | 3034-01-14 00:00:00 | 3034-01-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | MessageLabs completed the TLS connection as requested, using MedImmune provided information in MessageLabs TLS request form. | [NAME]
2012-01-26 12:58:58 | 2012-02-08 17:41:45 | INC0012039 | 5 - Medium | Incident | Closed | Assigned External | [NAME] | [NAME] | Service Desk | [NAME] | Telephony | [NAME] | Access | False | system | 2942892 | [NAME] | 2012-01-26 13:21:18 | 3625-01-17 00:00:00 | 3625-01-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | IBM confirms that the issue is Resolved. | [NAME]
2012-01-26 13:18:50 | 2012-01-26 13:27:57 | INC0012041 | 5 - Medium | Service Request | Closed |  | I am unable to receive e-mail | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-01-26 13:22:34 | 2557-04-14 00:00:00 | 2557-04-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | JS 01/26/12 Customers Outlook client was offline. Having looked at the mail settings the customer was mapped to the wrong Exchange Server. I have since changed this and the customer is now receiving mail. | [NAME]
2012-01-26 13:25:43 | 2012-02-14 17:51:48 | INC0012042 | 5 - Medium | Service Request | Closed | Pending Customer | Account needs more permissions | [NAME] | Service Desk | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system | 2943051 | [NAME] | 2012-01-26 13:57:09 | 4212-01-15 00:00:00 | 4212-01-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | 3rd attempt to reach user for conformation. _x000D_ There was no answer...resolving ticket | [NAME]
2012-01-26 13:49:19 | 2012-01-26 13:52:39 | INC0012050 | 5 - Medium | Service Request | Closed |  | Loaner computer request | [NAME] | [NAME] | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-26 13:52:39 | 2552-04-11 00:00:00 | 2552-04-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Loaner computer returned | [NAME]
2012-01-26 13:53:15 | 2012-01-26 13:57:08 | INC0012051 | 5 - Medium | Service Request | Closed |  | Users computer is blue screening | [NAME] | [NAME] | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-26 13:57:08 | 2551-08-19 00:00:00 | 2551-08-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Break-fix upgrade for the user. computer is too messed up to re-image provided the user with a t420 and transferred all the users files and installed all the software and now the user is all set. | [NAME]
2012-01-26 14:57:18 |  | INC0012067 | 5 - Medium | Service Request | Assigned |  | Nijmegen [NAME]/BGP Issue | [NAME] | Network Level 2 | Router | Hardware | Peripheral | Request/Replace | True | KylenM |  | [NAME] | 2012-01-26 15:10:26 | 00:00:00 |  |  | 21 to 100 Users Affected | [NAME] | False | 0
2012-01-26 15:08:49 | 2012-02-07 12:46:57 | INC0012070 | 5 - Medium | Service Request | Closed | Assigned External | Unable to reply to emails that are send to [EMAIL] | [NAME] | Service Desk | Outlook 2003 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Outlook  Issue | False | system | 2942905 | [NAME] | 2012-01-26 15:17:37 | 3485-06-09 00:00:00 | 3485-06-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | checked with [NAME], ticket has been resolved | [NAME]
2012-01-26 15:47:44 | 2012-01-30 11:53:56 | INC0012084 | 5 - Medium | Service Request | Closed |  | [NAME] | Darren Dasburg | Deskside - Gaithersburg | [NAME] | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-01-26 15:53:40 | 2769-05-19 00:00:00 | 2769-05-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/30/12 The add-in had been disabled in Outlook. This has since been re-enabled and the customer is now getting [NAME] delivered to his Outlook client. | [NAME]
2012-01-26 15:49:49 | 2012-02-06 08:39:46 | INC0012085 | 5 - Medium | Service Request | Closed |  | 4 Gig RAM for T60 | [NAME] | Deskside - Gaithersburg | Other | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-26 15:55:49 | 3478-09-14 00:00:00 | 3478-09-14 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | This laptop is used as a secondary laptop and is out of warranty | [NAME]
2012-01-26 16:18:34 | 2012-01-26 16:31:28 | INC0012088 | 5 - Medium | Service Request | Closed |  | Issues with Tardis | [NAME] | Deskside - Gaithersburg | Tardis TDS (Prod) | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-26 16:26:05 | 2527-10-05 00:00:00 | 2527-10-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/26/12 Java 6 Update 14 has been installed. IE settings have been reset. The customer is now able to use Tardis without an issue. | [NAME]
2012-01-26 16:22:27 | 2012-01-27 11:57:34 | INC0012089 | 5 - Medium | Service Request | Closed | Assigned External | Add mailbox [EMAIL] to the DL [EMAIL] | [NAME] | Service Desk | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_Distribution List | False | system | 2942842 | [NAME] | 2012-01-26 16:24:13 | 2645-05-26 00:00:00 | 2645-05-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Hello Team,_x000D_ _x000D_  _x000D_ _x000D_    _x000D_ _x000D_ As per your request we have added the MI-Harmony mailbox to MI-Harmony-reports DL . _x000D_ _x000D_  _x000D_ _x000D_  _x000D_ _x000D_  _x000D_ _x000D_ The reference number for your ticket is listed in the subject and should be referred to whenever contacting the Help desk with regards to this issue. _x000D_ _x000D_  _x000D_ _x000D_  _x000D_ _x000D_ Please feel free to contact us if you any questions._x000D_ _x000D_  _x000D_ _x000D_  _x000D_ _x000D_ Thanks & Regards, _x000D_ _x000D_ Naveen_x000D_ _x000D_ MedImmune IT Support Center_x000D_ _x000D_ For issues / requests,please call 888,410,6334(888-410-MEDI),Option 2_x000D_ _x000D_ | [NAME]
2012-01-26 21:13:14 | 2012-01-26 21:15:00 | INC0012095 | 5 - Medium | Service Request | Closed |  | Please add [NAME] to the CZ - Commercial Support group | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-01-26 21:15:00 | 2491-05-20 00:00:00 | 2491-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added client to queue | [NAME]
2012-01-26 21:15:06 | 2012-01-26 21:17:13 | [NAME] | 5 - Medium | Service Request | Closed |  | Please add Christian Turner to the CZ - Commercial Support group | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-01-26 21:17:13 | 2491-05-20 00:00:00 | 2491-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added client to group | [NAME]
2012-01-26 21:18:10 | 2012-01-26 21:21:36 | INC0012097 | 5 - Medium | Service Request | Closed |  | Please create new security roles | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-01-26 21:21:36 | 2491-05-20 00:00:00 | 2491-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Created role cmdb_application_editor to allow write access to the cmdb_ci_application table & cmdb_server_editor to allow write access to the cmdb_ci_server table. | [NAME]
2012-01-26 21:25:18 | 2012-01-26 21:28:41 | INC0012098 | 5 - Medium | Service Request | Closed |  | Please create daily reports for the VIVA project | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | s_General | Add Item | False | system |  | [NAME] | 2012-01-26 21:28:41 | 2491-05-20 00:00:00 | 2491-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Created 3 reports and requested more info for the 4th.  Scheduled the reports to run daily at 11:55 pm and email the results in excel format to client. | [NAME]
2012-01-26 21:29:23 | 2012-01-26 21:36:33 | INC0012099 | 5 - Medium | Service Request | Closed |  | Please add CIs & CTIs to support the VIVA project | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | s_General | Add Item | False | system |  | [NAME] | 2012-01-26 21:36:33 | 2491-05-20 00:00:00 | 2491-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Attached is a file which shows the CIs & CTIs added in support of the VIVA project | [NAME]
2012-01-26 21:42:49 | 2012-01-26 22:09:58 | INC0012100 | 5 - Medium | Service Request | Closed |  | SAP/ Meeting Room Booking | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Business Applications | New Request | False | system |  | [NAME] | 2012-01-26 22:09:58 | 2491-05-20 00:00:00 | 2491-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The UK Conf rooms were book for the SAP Project as requested. | [NAME]
2012-01-27 04:24:48 | 2012-01-27 04:35:28 | INC0012101 | 5 - Medium | Service Request | Closed |  | Empty a mailbox | [NAME] | Exchange Server Support | Outlook 2003 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-27 04:26:16 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The users mailbox was removed and a new one was created. | [NAME]
2012-01-27 04:35:58 | 2012-01-31 13:22:36 | INC0012102 | 5 - Medium | Service Request | Closed |  | Unable to see Supply Chain ops Calendar in PF | [NAME] | Exchange Server Support | Outlook 2003 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-27 04:37:11 | 2846-03-20 00:00:00 | 2846-03-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Permissions granted as per the request. | [NAME]
2012-01-27 04:43:40 | 2012-02-03 09:51:53 | INC0012103 | 5 - Medium | Service Request | Closed | Assigned External | Meeting Errors | [NAME] | Exchange Server Support | Outlook 2003 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system | INC000002931392 | [NAME] | 2012-01-27 04:44:32 | 3201-01-18 00:00:00 | 3201-01-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | From: IT Support _x000D_ Sent: 03 February 2012 11:33_x000D_ To: Exchange Upgrade Team_x000D_ Subject: RE: USER NEEDS UPDATE: INC000002931392 User unable to accept meetings_x000D_ _x000D_ Hi Team,_x000D_  _x000D_ This ticket is in resolved state as the user sent an email to close this ticket._x000D_  _x000D_  _x000D_ Thanks and regards, _x000D_  _x000D_ [NAME] _x000D_ MedImmune IT Support Center_x000D_ For any issues / requests, Please call [PHONE] (888-410-MEDI), Option 2_x000D_ | [NAME]
2012-01-27 04:48:26 | 2012-01-27 04:59:54 | INC0012104 | 5 - Medium | Service Request | Closed |  | Add message to SPAM | [NAME] | Exchange Server Support | Outlook 2003 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Outlook  Issue | False | system |  | [NAME] | 2012-01-27 04:49:19 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The email address has been blocked at messagelabs level. | [NAME]
2012-01-27 08:01:40 | 2012-01-27 09:41:28 | INC0012105 | 5 - Medium | Incident | Closed | Assigned External | User's permissions for the Y drive have been set to read only | [NAME] | SAN Storage Support | CI Not Found | Server/Data Center | Database/System | Access | False | system | 2945545 |  | 2012-01-27 08:57:41 | 2845-12-10 00:00:00 | 2845-12-10 00:00:00 | Y: drive folder permissions | 2 to 20 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Caller states that she is not having any problems and would like to have this ticket resolved | [NAME]
2012-01-27 08:19:25 | 2012-01-31 08:47:15 | INC0012107 | 4 - High | Service Request | Closed |  | Unable to save to her network drive | [NAME] | Service Desk | CI Not Found | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-01-31 08:47:15 | 2843-01-10 00:00:00 | 2843-01-10 00:00:00 | network drive | 2 to 20 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Caller states that she is not having any problems and would like to have this ticket resolved | [NAME]
2012-01-27 09:20:48 | 2012-01-30 04:46:17 | INC0012114 | 5 - Medium | Service Request | Closed |  | Add power meter server to relay list | [NAME] | Enterprise System Engineering | Exchange 2010 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-01-27 09:31:56 | 2714-09-01 00:00:00 | 2714-09-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added 10.8.204.238 to ACL for relay_is | [NAME]
2012-01-27 09:45:15 | 2012-01-30 09:59:51 | INC0012116 | 5 - Medium | Service Request | Closed | Assigned External | Would like an Outlook account for Corporate Project Managent group | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Access Request | False | TrotmanB | 2945955 | Stephanie Hightower |  | 2947-03-16 00:00:00 | 2947-03-16 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | True | 0 | Solved (Permanently) | I contacted the customer to see if the individuals in the group were able to access the new calendar that was created.  She stated that everyone now has access to the Corporate Project Management Group email account. _x000D_ This request is now resolved. | Stephanie Hightower
2012-01-27 09:56:47 | 2012-02-07 08:58:15 | INC0012119 | 5 - Medium | Service Request | Closed | Assigned External | Unable to access her network drive | [NAME] | Service Desk | CI Not Found | s_Security/Admin | s_Home Folder | s_Home Folder_Create | False | system | 2939170 | [NAME] | 2012-01-27 10:23:31 | 3418-06-03 00:00:00 | 3418-06-03 00:00:00 | Network drive | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | IBM has said that the access has been granted. | [NAME]
2012-01-27 09:57:03 | 2012-01-27 14:30:24 | INC0012120 | 5 - Medium | Service Request | Closed |  | Conflicts in Outlook Calendar | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-01-27 10:06:10 | 2590-06-07 00:00:00 | 2590-06-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/27/12 OST file has been scanned and errors have been repaired. N2K file has been renamed so that a new one can be created as per the customers request. Prism 5 has been installed. | [NAME]
2012-01-27 09:59:22 | 2012-01-30 08:40:03 | INC0012121 | 5 - Medium | Service Request | Closed |  | monitor request | [NAME] | Deskside - Gaithersburg | Monitor | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-01-27 14:10:11 | 2708-05-01 00:00:00 | 2708-05-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | setup as requested | [NAME]
2012-01-27 10:06:25 | 2012-01-31 08:47:16 | [NAME] | 4 - High | Service Request | Closed |  |  | [NAME] | SAN Storage Support | CI Not Found | Network | Network Device | Request/Replace | False | system |  |  | 2012-01-27 11:48:15 | 2825-06-13 00:00:00 | 2825-06-13 00:00:00 | H drive: | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Caller states that she is not having any problems and would like to have this ticket resolved | [NAME]
2012-01-27 10:16:37 | 2012-02-02 11:09:49 | INC0012123 | 4 - High | Service Request | Closed |  | New Temporary Monitoring Server | [NAME] | Intel Server Support | Other | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-01-27 10:22:32 | 3060-04-30 00:00:00 | 3060-04-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Closing out ticket as we no longer need these servers. | Thuan Tran
2012-01-27 10:45:47 | 2012-01-27 10:56:47 | INC0012125 | 5 - Medium | Service Request | Closed |  | User needs vector NTI installed | [NAME] | [NAME] | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-27 10:56:47 | 2582-06-05 00:00:00 | 2582-06-05 00:00:00 | Vector NTI | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed Vector NTI for the user and configured the dynamic license and now the user is all set | [NAME]
2012-01-27 10:48:39 | 2012-01-31 08:47:18 | INC0012126 | 4 - High | Incident | Closed |  | User is unable to save/delete on her H:Drive | Eva-Karin Filliben | SAN Storage Support | CI Not Found | Network/Connectivity | Network Device | Fault/Error | False | system |  |  | 2012-01-27 11:28:59 | 2818-07-06 00:00:00 | 2818-07-06 00:00:00 | Network Drive Access | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Caller states that she is not having any problems and would like to have this ticket resolved | [NAME]
2012-01-27 10:57:18 | 2012-01-27 11:30:06 | INC0012128 | 5 - Medium | Service Request | Closed |  | Vector NTI install request | [NAME] | [NAME] | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-27 11:30:05 | 2580-07-14 00:00:00 | 2580-07-14 00:00:00 | Vector NTI | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed the Vector NTI software for the user and now the user is all set and the dynamic license is all set | [NAME]
2012-01-27 11:02:20 | 2012-02-03 16:36:19 | INC0012129 | 5 - Medium | Incident | Closed |  | Desktop Icons randomply disappear | Eva-Karin Filliben | Deskside - Gaithersburg | Desktop | Applications | Business Applications | Fault/Error | False | system |  | Case Dykstra | 2012-01-27 11:06:18 | 3171-02-05 00:00:00 | 3171-02-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | cd-issue caused by uppercase file corruption as indicated by accompanying gradual performance changes. resolved by chkdsk. tested application performance post-check | Case Dykstra
2012-01-27 11:30:14 | 2012-01-27 11:42:53 | INC0012132 | 5 - Medium | Service Request | Closed |  | Outlook reminders issues | [NAME] | [NAME] | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-01-27 11:42:53 | 2575-02-15 00:00:00 | 2575-02-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Repaired the users OST file and now the user no longer receives reminders for old meetings she has already dismissed | [NAME]
2012-01-27 11:32:32 | 2012-01-27 12:14:42 | INC0012133 | 5 - Medium | Service Request | Closed |  | User needs a site added to trusted site. | [NAME] |  | CI Not Found | Other | Other | Other | False | system |  | [NAME] |  | 2574-09-30 00:00:00 | 2574-09-30 00:00:00 | Trusted Sites | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Had the user open Internet Explorer. Had the user go to [NAME], Internet Options. In Internet Options, I had them click on the Security Tab, the trusted sites picture, and then the sites button. I then had the user add "http://*.medimmune.com" to the trusted sites list. | [NAME]
2012-01-27 11:51:05 | 2012-01-27 11:55:56 | [NAME] | 5 - Medium | Service Request | Closed |  | User is having issues with adobe reader | [NAME] | [NAME] | CI Not Found | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-27 11:55:56 | 2571-09-13 00:00:00 | 2571-09-13 00:00:00 | Adobe reader | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Re-installed Adobe reader for the user and now the user is able to search a document with no issues | [NAME]
2012-01-27 11:56:01 | 2012-01-27 11:58:48 | INC0012143 | 5 - Medium | Service Request | Closed |  | Users computer i running slow | [NAME] | [NAME] | Laptop | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-01-27 11:58:48 | 2570-11-21 00:00:00 | 2570-11-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Ran a defrag and a chkdsk and now the user is all set and the machine is running faster | [NAME]
2012-01-27 11:58:04 | 2012-01-27 12:18:09 | INC0012144 | 5 - Medium | Service Request | Closed |  | User needs his gridguard account reset | [NAME] |  | CI Not Found | s_Security/Admin | s_On the Go | [NAME] | False | system |  | [NAME] |  | 2570-07-21 00:00:00 | 2570-07-21 00:00:00 | Grid Guard Reset | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Signed into Grid Guard  using my ops account. Selected Security Center as my destination. In Security Center, I reset the user's account. | [NAME]
2012-01-27 12:00:13 | 2012-01-27 12:06:11 | INC0012145 | 5 - Medium | Incident | Closed |  | Laptop failure | Amanda J Moneypenny | [NAME] | Laptop | Hardware | Computer | Fault/Error | False | system |  | [NAME] | 2012-01-27 12:06:11 | 2570-03-14 00:00:00 | 2570-03-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Had to wait for the user to return to the office then provided the user with a new computer with all data transferred and all programs installed and now the user is all set | [NAME]
2012-01-27 12:02:53 | 2012-01-31 13:56:09 | INC0012146 | 5 - Medium | Service Request | Closed | Assigned External | ops_account still needs to be added to the correct groups | [NAME] |  | CI Not Found | s_Security/Admin | s_Active Directory | s_Active Directory_Security Group | False | system | 2946362 | [NAME] |  | 2806-04-26 00:00:00 | 2806-04-26 00:00:00 | Account Groups Added | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Received an e-mail from [NAME] saying that someone at the Service Desk had fixed his issue. Called IBM and had them resolve the Remedy Ticket. | [NAME]
2012-01-27 12:06:23 | 2012-01-27 12:16:48 | [NAME] | 5 - Medium | Service Request | Closed |  | User is having multiple issues with his computer | [NAME] | [NAME] | Laptop | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-01-27 12:16:48 | 2569-03-09 00:00:00 | 2569-03-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Removed a couple of pieces of software that was causing the error message, re-installed live meeting turned off hibernation for his computer and removed a few tool bars and now the user is all set | [NAME]
2012-01-27 12:16:52 | 2012-01-27 12:19:19 | INC0012152 | 5 - Medium | Service Request | Closed |  | User needs snag-it removed from his computer | [NAME] | [NAME] | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-27 12:19:19 | 2567-06-19 00:00:00 | 2567-06-19 00:00:00 | Snag-it | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | After removing snag-it from the users machine the error messages went away as well as issues with ms office and now the user is all set | [NAME]
2012-01-27 12:34:49 | 2012-01-27 14:15:49 | INC0012154 | 5 - Medium | Service Request | Closed |  | New ip assignment for emerald migration | [NAME] | Intel Server Support | CI Not Found | Network | Network Device | Request/Replace | False | system |  | [NAME] | 2012-01-27 12:39:39 | 3155-11-27 00:00:00 | 3155-11-27 00:00:00 | MD1AS312 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | New IP for MD1AS312 is 10.46.96.29 _x000D_ | [NAME]
2012-01-27 12:40:45 | 2012-01-27 15:08:02 | INC0012156 | 5 - Medium | Incident | Closed |  |  | [NAME] | Deskside - Gaithersburg | [NAME] | Hardware | i_peripheral | Fault/Error | False | system |  | [NAME] | 2012-01-27 12:54:19 | 2563-07-17 00:00:00 | 2563-07-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | JK- reset dock and tested, everything is fine now | [NAME]
2012-01-27 12:45:29 | 2012-01-27 12:52:30 | [NAME] | 5 - Medium | Service Request | Closed |  | User needs help recovering a file | [NAME] | [NAME] | CI Not Found | Other | Other | Other | False | system |  | [NAME] | 2012-01-27 12:52:30 | 2562-10-06 00:00:00 | 2562-10-06 00:00:00 | File Recovery | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Showed the user how to recover a file via properties and previous versions and now the user is all set | [NAME]
2012-01-27 12:52:35 | 2012-01-27 12:55:39 | INC0012158 | 5 - Medium | Service Request | Closed |  | Outlook connect issues | [NAME] | [NAME] | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-01-27 12:55:39 | 2561-08-06 00:00:00 | 2561-08-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Remoted into the users computer and discovered that the user had about 6 instances of outlook open after closing them all the user was all set and able to open his outlook and it was connected and started pulling new mail, | [NAME]
2012-01-27 13:54:54 | 2012-01-27 14:32:04 | INC0012165 | 5 - Medium | Service Request | Closed |  | Adobe Install | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-27 13:59:06 | 2551-05-12 00:00:00 | 2551-05-12 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/27/12 Adobe Standard has been installed and tested. | [NAME]
2012-01-27 13:56:14 | 2012-02-07 14:50:31 | INC0012167 | 5 - Medium | Incident | Closed |  | Outlook meeting items in conflict | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-01-27 14:05:54 | 3379-01-31 00:00:00 | 3379-01-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | closed per users request | [NAME]
2012-01-27 14:21:32 | 2012-01-27 15:02:30 | INC0012170 | 5 - Medium | Service Request | Closed |  | Adjust Daily Reporting Times | [NAME] | ServiceNow [NAME] | MI Mosaic (Offline) | ServiceNow | s_General | Add Item | False | system |  | [NAME] | 2012-01-27 14:26:35 | 2546-12-26 00:00:00 | 2546-12-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Adjusted the report delivery times and the time quality of the reports. | [NAME]
2012-01-27 14:21:59 | 2012-01-30 09:48:42 | INC0012171 | 5 - Medium | Service Request | Closed |  | Enable ActiveSync for the enclosed user list | [NAME] | Exchange Server Support | Exchange 2010 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-27 14:33:37 | 2665-03-10 00:00:00 | 2665-03-10 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The users have had active sync enabled with the production profile | [NAME]
2012-01-27 14:27:20 | 2012-01-27 15:03:29 | INC0012173 | 5 - Medium | Service Request | Closed |  | Add to MI Mosaic (Online) & MI Mosaic (Offline) Incident ticket type | [NAME] | ServiceNow [NAME] | MI Mosaic (Offline) | ServiceNow | s_General | Add Item | False | system |  | [NAME] | 2012-01-27 14:30:11 | 2546-01-12 00:00:00 | 2546-01-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added both under the item field. | [NAME]
2012-01-27 14:27:45 | 2012-02-07 15:02:48 | INC0012174 | 2 - Severe Outage | Service Request | Closed | Assigned External | Enable Junos Pulse for users enclosed via AD group addition | [NAME] | Accounts Administration | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system | 2953219 | [NAME] | 2012-02-07 13:40:52 | 3373-11-27 00:00:00 | 3373-11-27 00:00:00 |  | 21 to 100 Users Affected | [NAME] | False | 3 | Solved (Permanently) | All of the users on the request list have been added to the gbl.junos.gs._x000D_ | [NAME]
2012-01-27 14:42:05 | 2012-01-31 08:47:17 | INC0012175 | 4 - High | Incident | Closed |  | User is unable to access her H: drive | Teresa James | SAN Storage Support | CI Not Found | Network/Connectivity | Network Device | Fault/Error | False | system |  |  | 2012-01-27 15:00:35 | 2780-03-01 00:00:00 | 2780-03-01 00:00:00 | Netwrok Drive Access | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Caller states that she is not having any problems and would like to have this ticket resolved | [NAME]
2012-01-27 14:48:37 | 2012-01-27 16:56:07 | [NAME] | 5 - Medium | Service Request | Closed |  | register with gridguard for the first time | [NAME] | Deskside - Gaithersburg | CI Not Found | Network | On The Go | Access Request | False | system |  | [NAME] | 2012-01-27 14:58:26 | 2542-07-15 00:00:00 | 2542-07-15 00:00:00 | Gridguard registration | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | walked user through setting up grid guard and logging into on the go | [NAME]
2012-01-27 15:12:32 | 2012-01-27 16:41:14 | INC0012179 | 5 - Medium | Service Request | Closed |  | Office 2010 Install | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-27 16:11:21 | 2538-08-10 00:00:00 | 2538-08-10 00:00:00 | Office 2010 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/27/12 Office 2010 has been installed and tested. | [NAME]
2012-01-27 15:30:13 | 2012-01-27 17:29:45 | INC0012181 | 4 - High | Incident | Closed |  | The following user has failed to authenticate via ActiveSync | [NAME] | Exchange Server Support | Exchange 2010 | Applications | Mobile Applications | Account Issue | False | system |  | [NAME] | 2012-01-27 15:56:13 | 2535-09-14 00:00:00 | 2535-09-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | See work notes.  [NAME] and login were different for user account._x000D_ _x000D_ | [NAME]
2012-01-27 15:46:29 | 2012-02-02 10:13:23 | INC0012185 | 5 - Medium | Service Request | Closed |  | Needs a Distribution List created | [NAME] | Exchange Server Support | Exchange 2010 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_New Mailbox creation | False | system |  | [NAME] | 2012-01-27 16:03:03 | 3006-02-21 00:00:00 | 3006-02-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Group has been created and users have been added. | [NAME]
2012-01-27 15:49:45 | 2012-02-02 13:18:49 | INC0012186 | 5 - Medium | Incident | Closed |  | excel vbscript corrupted | [NAME] | Deskside - Gaithersburg | Excel 2007 | Applications | COTS | Fault/Error | False | system |  | [NAME] | 2012-01-27 16:34:19 | 3005-08-09 00:00:00 | 3005-08-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reinstalled MS excel 2007 and installed analysis toolpak/ toolpak [NAME]. Tested and works fine. | [NAME]
2012-01-27 15:52:43 | 2012-02-03 11:13:27 | INC0012187 | 4 - High | Incident | Closed | Pending Customer | User is not receiving voicemail outlook and forgot voicemail pin | [NAME] | Voice | Outlook 2007 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-01-31 13:09:53 | 3123-05-25 00:00:00 | 3123-05-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Account was pointing to the wrong Exchange server... | [NAME]
2012-01-27 16:21:14 | 2012-02-02 08:24:14 | INC0012190 | 5 - Medium | Service Request | Closed | Pending Customer | Please create new service accounts | [NAME] | Service Desk |  | s_Security/Admin | s_Active Directory | s_Active Directory_New Account | False | system | 2953262 | [NAME] | 2012-01-30 08:43:54 | 3000-06-07 00:00:00 | 3000-06-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | IBM states the accounts have been created. Contacted user to confirm and to contact us is there are any issues. | [NAME]
2012-01-27 16:22:24 | 2012-01-27 16:42:07 | INC0012191 | 5 - Medium | Service Request | Closed |  | Unlock Account\ Change Pin Position | [NAME] | Service Desk | CI Not Found | Network | On The Go | [NAME] | False | system |  | [NAME] | 2012-01-27 16:42:07 | 2527-02-17 00:00:00 | 2527-02-17 00:00:00 | Grid Guard | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Unlocked account and reset Pin Position | [NAME]
2012-01-27 16:35:39 | 2012-01-27 16:44:36 | INC0012192 | 5 - Medium | Service Request | Closed |  | Insight issues | [NAME] | [NAME] | CI Not Found | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-27 16:44:36 | 2524-12-14 00:00:00 | 2524-12-14 00:00:00 | Internet Explorer | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Cleared all the settings in IE and cookies had the user try again and now she is all set and able to open up all windows | [NAME]
2012-01-27 18:11:28 | 2012-02-03 17:20:29 | INC0012193 | 4 - High | Service Request | Closed |  | Please create 3 LUNs for FRD cluster testing | [NAME] | Storage Backup Team | FRD-CLUSTER01 | Other | Other | Other | False | system |  | [NAME] | 2012-01-27 18:15:57 | 3100-08-08 00:00:00 | 3100-08-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Please notify when they are to be removed as these are for testing only and are NOT suitable for production use. | [NAME]
2012-01-28 12:47:09 | 2012-02-13 17:00:30 | INC0012194 | 5 - Medium | Service Request | Closed |  | Configuration of WAPs | [NAME] | Network Level 3 | Switch | Network | Wireless | Access Request | False | system |  | Waqar Dar | 2012-01-30 07:22:49 | 3910-09-18 00:00:00 | 3910-09-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | These 2 WAP's have been configured now. | Waqar Dar
2012-01-29 10:35:49 | 2012-01-31 20:28:07 | INC0012197 | 5 - Medium | Service Request | Closed |  | Unable to login several [NAME] | [NAME] |  | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-01-29 10:48:04 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account extended by account maintenance team | [NAME]
2012-01-29 11:27:53 | 2012-01-31 20:29:02 | INC0012198 | 5 - Medium | Service Request | Closed |  | Expired Credentials | [NAME] |  | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-01-29 11:30:08 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account extended by account maintenance team | [NAME]
2012-01-30 04:48:23 | 2012-01-31 10:51:29 | INC0012199 | 5 - Medium | Service Request | Closed |  | Block Email Spammer | [NAME] | Exchange Server Support | Outlook 2003 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Outlook  Issue | False | system |  | [NAME] | 2012-01-30 04:50:40 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I have blocked the email address at messagelabs._x000D_ | [NAME]
2012-01-30 05:16:22 | 2012-02-15 09:29:44 | INC0012200 | 5 - Medium | Service Request | Closed | Assigned External | Outlook Calendar Error | [NAME] | Deskside - Gaithersburg | Outlook 2003 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Outlook  Issue | False | system | INC000002949532 | [NAME] | 2012-02-10 12:09:59 | 4147-04-08 00:00:00 | 4147-04-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | JK 2/15-issue has already been resolved_x000D_ | [NAME]
2012-01-30 05:26:48 | 2012-02-02 09:27:05 | INC0012201 | 5 - Medium | Service Request | Closed | Assigned External | Public Folder Calendar Access | [NAME] | Exchange Server Support | Outlook 2003 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Outlook  Issue | False | system | INC000002946850 | [NAME] | 2012-01-30 05:31:13 | 2964-06-29 00:00:00 | 2964-06-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Granted permissions to the PF calendar and mailbox. | [NAME]
2012-01-30 05:55:09 | 2012-02-10 10:44:00 | INC0012202 | 5 - Medium | Service Request | Closed | Assigned External | Delegates Error | Amanda Roche | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | False | system | INC000002914711 | [NAME] | 2012-02-09 12:47:21 | 3674-02-27 00:00:00 | 3674-02-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | setup as requested, left follow up voicemail | [NAME]
2012-01-30 06:02:37 | 2012-01-31 10:49:53 | INC0012203 | 5 - Medium | Service Request | Closed |  | [NAME] spammer | [NAME] | Exchange Server Support | Outlook 2003 | Account Admin | Outlook | Fault/Error | False | system |  | [NAME] | 2012-01-30 06:08:05 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | the email spammer has been blocked at messagelabs. | [NAME]
2012-01-30 06:11:48 | 2012-02-09 10:35:44 | INC0012204 | 5 - Medium | Service Request | Closed | Pending Customer | Request to Access mailbox | [NAME] | Accounts Administration | Outlook 2003 | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-02-09 06:35:38 | 3555-11-19 00:00:00 | 3555-11-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Full Access and Send As permissions have been granted for [NAME], [NAME], and [NAME] for mailbox CAT-8015. | [NAME]
2012-01-30 06:16:38 | 2012-01-31 16:27:45 | INC0012205 | 5 - Medium | Service Request | Closed |  | Meeting Room Cancellation | [NAME] | Exchange Server Support | Outlook 2003 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-30 06:19:26 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | cantacted kokila and verified conference room name, removed booking and verified with Kokila that meeting could be booked. | [NAME]
2012-01-30 08:21:41 | 2012-02-01 15:28:42 | [NAME] | 5 - Medium | Service Request | Closed | Assigned External | User calling to have his AD account extended pending exp. | [NAME] | Service Desk | CI Not Found | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system | 2965222 | [NAME] |  | 2842-08-27 00:00:00 | 2842-08-27 00:00:00 | Active Directory renewal | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | IBM informed me his account is now set to expire on Tuesday May1st_x000D_ [NAME] | [NAME]
2012-01-30 08:55:50 | 2012-01-30 09:36:25 | INC0012208 | 5 - Medium | Service Request | Closed |  | Need Distribution list created | [NAME] | Exchange Server Support | Exchange 2010 | Applications | Outlook | s_Outlook_Standard [NAME] | False | system |  | [NAME] | 2012-01-30 09:06:37 | 2600-06-28 00:00:00 | 2600-06-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The group has been created as per the request._x000D_ [NAME] is the owner of the group. | [NAME]
2012-01-30 09:38:00 | 2012-01-30 15:51:08 | INC0012211 | 5 - Medium | Service Request | Closed |  | Machine will not startup | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-30 09:39:42 | 2593-07-24 00:00:00 | 2593-07-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01-30-12 Shell swap has been performed. The X200 seems to have a motherboard/power supply issue. Now the shell swap has been done the customer is back up and running. | [NAME]
2012-01-30 09:43:50 | 2012-01-30 10:26:58 | INC0012212 | 5 - Medium | Service Request | Closed |  | only one additional monitor is displaying when two should be | [NAME] | Service Desk | Monitor | Hardware | Peripheral | Configuration | False | system |  | [NAME] | 2012-01-30 10:26:57 | 2592-08-08 00:00:00 | 2592-08-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | enabled do nothing on lid close and set up her external monitors to display to her satisfaction_x000D_ | [NAME]
2012-01-30 10:31:56 | 2012-02-13 14:41:29 | INC0012222 | 5 - Medium | Service Request | Closed |  | Grant Access to Home Directory | [NAME] | Accounts Administration | AD (Active Directory) Account | s_Security/Admin | s_Home Folder | s_Home Folder_Modify | False | system |  | Rankit Thakkar | 2012-01-30 10:40:19 | 3885-10-02 00:00:00 | 3885-10-02 00:00:00 |  | 1-2 Users Affected | Rankit Thakkar | False | 0 | Solved (Permanently) | Resolved. | Rankit Thakkar
2012-01-30 10:33:39 | 2012-01-30 12:57:48 | [NAME] | 5 - Medium | Service Request | Closed |  | req managers Phone number be corrected in GAL | Pritish Nawlakhe | Service Desk | CI Not Found | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] |  | 2584-06-02 00:00:00 | 2584-06-02 00:00:00 | Phone # | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Completed change in AD at 12:50pm _x000D_ -called Requestor on Ticket Back informed change has been done and can take up to 48hrs for change to be completed. | [NAME]
2012-01-30 10:36:23 | 2012-01-30 10:43:02 | INC0012225 | 5 - Medium | Service Request | Closed |  | Remove AZ address from the GAL | [NAME] | Intel Server Support | Exchange 2010 | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-01-30 10:43:02 | 2583-12-21 00:00:00 | 2583-12-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Flagged contact to not list in GAL. Will be removed after next GAL generation | [NAME]
2012-01-30 11:18:09 | 2012-02-06 16:52:42 | INC0012228 | 5 - Medium | Service Request | Closed |  | Grant Access to Home Directory. | [NAME] | Accounts Administration | AD (Active Directory) Account | s_Security/Admin | s_Home Folder | s_Home Folder_Modify | False | system |  | Rankit Thakkar | 2012-02-01 10:15:07 | 3168-07-01 00:00:00 | 3168-07-01 00:00:00 |  | 1-2 Users Affected | Rankit Thakkar | False | 1 | Solved (Permanently) | Resolved. | Rankit Thakkar
2012-01-30 11:23:09 | 2012-01-30 11:42:32 | INC0012230 | 5 - Medium | Service Request | Closed |  | LAN [NAME] | Skylar Covington | Deskside - Gaithersburg | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-01-30 11:25:26 | 2576-04-15 00:00:00 | 2576-04-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01-30-12 Customer has been verified and the password has not been reset. | [NAME]
2012-01-30 11:25:55 | 2012-01-30 11:40:53 | INC0012231 | 5 - Medium | Service Request | Closed |  | Wireless Issue | Epitacio San Pablo | Deskside - Gaithersburg | Wireless | Network | Wireless | Access Request | False | system |  | [NAME] | 2012-01-30 11:27:58 | 2575-11-01 00:00:00 | 2575-11-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/30/12 I have added the MedImmune AP to the networks list and installed the certificates. The customer can now access the Medi Wireless. I have also removed the IBM Access Connect to improve login speed. | [NAME]
2012-01-30 11:28:25 | 2012-01-30 11:46:07 | INC0012232 | 5 - Medium | Service Request | Closed |  | Documentum Issue | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-30 11:31:09 | 2575-06-04 00:00:00 | 2575-06-04 00:00:00 | Documentum | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01-30-12 IE settings have been reset. Website has also been added to the trusted sites. Customer can now view the ppt document. | [NAME]
2012-01-30 12:11:36 | 2012-02-06 08:18:40 | INC0012234 | 5 - Medium | Service Request | Closed |  | Four new phone configurations | [NAME] | Deskside - Frederick | CI Not Found | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-01-30 12:16:45 | 3159-09-20 00:00:00 | 3159-09-20 00:00:00 | Telephony | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | 4 phones setup and configured for use in building 636, 6M55 area. | [NAME]
2012-01-30 12:22:44 | 2012-02-02 11:27:58 | [NAME] | 5 - Medium | Incident | Closed |  | Server errors/alarms in Frederick server room | [NAME] | Intel Server Support | FREDDRVM102 | Server/Data Center | Hardware | Fault/Error | False | system |  | [NAME] | 2012-01-30 12:25:23 | 2921-05-02 00:00:00 | 2921-05-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Servers need dell dset ran to clear logs wintell cannot log in. | [NAME]
2012-01-30 12:47:14 | 2012-01-30 12:53:39 | INC0012238 | 5 - Medium | Service Request | Closed |  | Blackberry activation request | [NAME] | [NAME] | Blackberry | Telephony | [NAME] | s_BlackBerry_BlackBerry Enterprise [NAME] | False | system |  | [NAME] | 2012-01-30 12:53:39 | 2562-06-23 00:00:00 | 2562-06-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Activated the users account and now the user is all set | [NAME]
2012-01-30 12:53:13 | 2012-01-30 13:11:11 | INC0012239 | 5 - Medium | Service Request | Closed |  | Would like to update DNS Entry for USCT1ASV060 | [NAME] | Intel Server Support | DNS | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  | [NAME] | 2012-01-30 12:59:07 | 2561-06-29 00:00:00 | 2561-06-29 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | [NAME]_ Server:  usmd1dsv003.medimmune.com_x000D_ Address:  10.15.8.249_x000D_ _x000D_ Name:    USCT1ASV060.medimmune.com_x000D_ Address:  10.46.56.22_x000D_ _x000D_ _x000D_ C:\>nslookup 10.46.56.22_x000D_ Server:  usmd1dsv003.medimmune.com_x000D_ Address:  10.15.8.249_x000D_ _x000D_ Name:    usct1asv060.medimmune.com_x000D_ Address:  10.46.56.22_x000D_ | [NAME]
2012-01-30 13:05:33 | 2012-01-30 13:25:24 | INC0012242 | 5 - Medium | Service Request | Closed | Pending Customer | User is requesting permission to save data to external hard drive | [NAME] | Service Desk | CI Not Found | Hardware | Peripheral | Request For Information | False | system |  | [NAME] |  | 2559-06-20 00:00:00 | 2559-06-20 00:00:00 | External Hard drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | as per Jtyree informed caller should contact Mediinfosec@medimmune.com_x000D_ -provided info to caller and redirected to IT security | [NAME]
2012-01-30 13:12:33 | 2012-01-30 15:57:33 | INC0012243 | 5 - Medium | Service Request | Closed |  | Issues with MS Office 2003 | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-30 13:15:23 | 2558-04-26 00:00:00 | 2558-04-26 00:00:00 | MS Office 2003 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01-30-12 MS Office programs have been launched in [NAME]. This has corrected the issues the customer was experiencing when launching the programs. | [NAME]
2012-01-30 13:18:21 | 2012-02-06 08:34:25 | INC0012244 | 4 - High | Incident | Closed |  | VMWare: USMD1FSP001_DEV_T1_DATA01 76% used | [NAME] | Intel Server Support | OMW2-PRD01 | Server/Data Center | Hardware | Access | False | system |  | [NAME] | 2012-01-30 13:19:56 | 3148-10-02 00:00:00 | 3148-10-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Per [NAME], this is happening due to native snapshots being held on.  Once SnapProtect is configured, the alerts will be going away.  We will manually clear out the native Snapshots for now. | Thuan Tran
2012-01-30 13:26:01 | 2012-01-31 08:47:17 | INC0012245 | 5 - Medium | Service Request | Closed |  | Not able to access H:Drive | [NAME] | SAN Storage Support | CI Not Found | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  |  | 2012-01-30 13:50:56 | 2674-05-20 00:00:00 | 2674-05-20 00:00:00 | Home Folder | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Caller states that she is not having any problems and would like to have this ticket resolved | [NAME]
2012-01-30 13:35:42 | 2012-01-30 16:08:53 | INC0012248 | 5 - Medium | Service Request | Closed |  | MS Outlook Issue | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-30 13:37:29 | 2554-07-07 00:00:00 | 2554-07-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01-30-12 Customer Outlook profile was mapped to the wrong Exchange Server. Once this had been changed the customer started receiving mail again. | [NAME]
2012-01-30 14:03:48 |  | INC0012250 | 5 - Medium | Service Request | Pending | Pending Customer | Outlook Safe Senders list needed | [NAME] | Intel Server Support | Outlook 2010 | Applications | Outlook | Configuration | True | HershkowitzJ |  | [NAME] | 2012-01-30 14:16:07 | 00:00:00 |  |  | 2 to 20 Users Affected | [NAME] | False | 0
2012-01-30 14:36:02 | 2012-01-30 15:35:04 | INC0012260 | 5 - Medium | Service Request | Closed |  | Add 3 svc accounts | [NAME] | Intel Server Support |  | s_Security/Admin | s_Active Directory | s_Active Directory_New Account | False | system |  | [NAME] | 2012-01-30 14:37:36 | 2544-08-08 00:00:00 | 2544-08-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Created service accounts and set their passwords in pwsafe | [NAME]
2012-01-30 14:43:25 | 2012-01-30 16:13:22 | INC0012261 | 5 - Medium | Service Request | Closed |  | [NAME] | [NAME] | Deskside - Gaithersburg | Word 2003 | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-30 14:45:22 | 2543-05-23 00:00:00 | 2543-05-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01-30-12 I have taken the steps as per the suggestions the message displayed. This seems to have resolved the issues the customer is having. | [NAME]
2012-01-30 14:45:52 | 2012-01-30 16:14:41 | INC0012262 | 5 - Medium | Service Request | Closed |  | Blue screen error | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-30 14:49:05 | 2542-12-27 00:00:00 | 2542-12-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01-30-12 Machine has been re-imaged, configured and returned to the customer. | [NAME]
2012-01-30 14:51:04 | 2012-01-31 04:48:14 | INC0012263 | 5 - Medium | Service Request | Closed |  | User needs distribution list created. | [NAME] | Exchange Server Support | Outlook 2007 | Applications | Outlook | s_Outlook_Standard [NAME] | False | system |  | [NAME] | 2012-01-30 15:11:45 | 2660-05-30 00:00:00 | 2660-05-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Create the 3 contacts, created the DL as per the request. | [NAME]
2012-01-30 14:51:34 | 2012-02-03 15:50:50 | INC0012264 | 5 - Medium | Service Request | Closed | Assigned External | needs to create a contact in Active Directory | [NAME] | Service Desk | CI Not Found | s_Security/Admin | s_Active Directory | s_Active Directory_New Account | False | system | 2954652 | [NAME] | 2012-01-30 16:29:49 | 3015-03-01 00:00:00 | 3015-03-01 00:00:00 | Contact creation | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] requested to close this ticket | [NAME]
2012-01-30 14:55:32 | 2012-02-01 08:57:16 | INC0012265 | 5 - Medium | Service Request | Closed | Assigned External | Users accounts are getting ready to expire. | [NAME] | Service Desk | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system | 2963578 | [NAME] |  | 2777-12-15 00:00:00 | 2777-12-15 00:00:00 | Account Extension | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Called IBM, and IBM extended both accounts. | [NAME]
2012-01-30 15:09:32 | 2012-01-31 14:05:59 | INC0012269 | 5 - Medium | Service Request | Closed |  | [NAME] and [NAME] need to be added to the  Desk Side Engineering Resolver group | [NAME] | ServiceNow [NAME] | ServiceNow (Dev) | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-01-30 15:18:27 | 2657-05-18 00:00:00 | 2657-05-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] and [NAME] were added to the DeskSide engineering resolver group. | [NAME]
2012-01-30 15:11:58 | 2012-01-31 09:22:28 | INC0012270 | 5 - Medium | Service Request | Closed |  | Mirror my OPS account access to current IBM Acct Maintenance. | Rankit Thakkar | Intel Server Support | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  |  | 2012-01-30 15:20:03 | 2656-12-23 00:00:00 | 2656-12-23 00:00:00 |  | 1-2 Users Affected | Rankit Thakkar | False | 0 | Solved (Permanently) | Completed | [NAME]
2012-01-30 15:20:31 | 2012-01-31 09:21:35 | INC0012273 | 5 - Medium | Service Request | Closed |  | Mirror my OPS account access to current IBM Acct Maintenance. | [NAME] | Intel Server Support | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  |  | 2012-01-30 15:22:11 | 2655-07-29 00:00:00 | 2655-07-29 00:00:00 |  | 1-2 Users Affected | Rankit Thakkar | False | 0 | Solved (Permanently) | Completed | [NAME]
2012-01-30 15:50:14 | 2012-01-30 15:52:12 | INC0012275 | 5 - Medium | Service Request | Closed |  | Loaner computer request | [NAME] | [NAME] | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-30 15:52:12 | 2532-05-31 00:00:00 | 2532-05-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User returned the loaner | [NAME]
2012-01-30 15:52:14 | 2012-01-30 15:54:12 | INC0012276 | 5 - Medium | Service Request | Closed |  | User would like to have articulate installed onto her computer | [NAME] | [NAME] | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-30 15:54:12 | 2532-02-01 00:00:00 | 2532-02-01 00:00:00 | Articulate | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed articulate for the user and now the user is all set | [NAME]
2012-01-30 16:00:58 | 2012-02-01 14:45:30 | INC0012277 | 5 - Medium | Service Request | Closed | Pending Customer | Needs NT Password Renewed | [NAME] | Service Desk | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] |  | 2767-03-17 00:00:00 | 2767-03-17 00:00:00 | AD PAssword | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Called [NAME] back to follow up on email we were waiting for_x000D_ -EU stated that this req for NT credential renewed had already been taken care of by his manager ([NAME]_ -I checked in AD and his credentials have been renewed for 90 days already so will be resolving ticket | [NAME]
2012-01-30 16:04:41 | 2012-01-30 16:06:20 | INC0012278 | 5 - Medium | Service Request | Closed |  | Needs new battery | [NAME] | [NAME] | Battery | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-01-30 16:06:20 | 2530-01-15 00:00:00 | 2530-01-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Provided the user with a new battery and now the user is all set | [NAME]
2012-01-30 16:15:06 | 2012-01-30 16:19:04 | INC0012280 | 5 - Medium | Service Request | Closed |  | [NAME] Issues | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-01-30 16:17:37 | 2528-04-30 00:00:00 | 2528-04-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01-30-12 OST file has been scanned to re-sync with Exchange. I have also repaired the file. | [NAME]
2012-01-30 16:37:52 | 2012-01-30 16:53:06 | INC0012281 | 5 - Medium | Incident | Closed |  | High latency between Cambridge and Hayward. | [NAME] |  | WAN | Network/Connectivity | Network Device | Performance | False | system |  | Leszek Okrasa |  | 2524-08-03 00:00:00 | 2524-08-03 00:00:00 |  | 1-2 Users Affected | Leszek Okrasa | False | 0 | Solved (Permanently) | Added in network command to include the link between Hayward and Mountain View. _x000D_ _x000D_ usca3-mdf-6509-ua01#show run | begin router eigrp_x000D_ router [NAME] 100_x000D_  network 10.1.104.74 0.0.0.0_x000D_ _x000D_ usca3-mdf-6509-ua01#show ip eigrp ne_x000D_ IP-EIGRP neighbors for process 100_x000D_ H   Address                 Interface       Hold Uptime   SRTT   RTO  Q  Seq_x000D_                                             (sec)         (ms)       Cnt Num_x000D_ 2   10.1.104.73             Gi5/2             12 00:11:42    2   200  0  138540_x000D_ 1   10.42.104.6             Gi3/46            13 4d22h       4   200  0  205_x000D_ 0   10.26.104.1             Po100             13 5d00h      38   228  0  121569_x000D_ _x000D_ _x000D_ | Leszek Okrasa
2012-01-31 08:01:52 | 2012-01-31 15:18:20 | INC0012283 | 5 - Medium | Service Request | Closed |  | User unable to see tickets created for her group through service now | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-01-31 15:13:00 | 2609-05-10 00:00:00 | 2609-05-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added Pauline to the Accounts Administration group | [NAME]
2012-01-31 08:47:06 | 2012-02-07 16:52:14 | INC0012286 | 5 - Medium | Service Request | Closed | Assigned External | Can't access H drive | [NAME] | SAN Storage Support | MD1FS011 | Network | Wired | Access Request | False | system | 2958770 |  | 2012-01-31 10:16:00 | 3193-04-24 00:00:00 | 3193-04-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | H drive mapped | [NAME]
2012-01-31 09:06:49 | 2012-01-31 09:11:47 | INC0012288 | 5 - Medium | Incident | Closed |  | Unable to connect to wireless | [NAME] | Service Desk | Wireless | Network/Connectivity | Wireless | Fault/Error | False | system |  | [NAME] | 2012-01-31 09:11:47 | 2598-09-07 00:00:00 | 2598-09-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Ran gpupdate. | [NAME]
2012-01-31 09:18:45 | 2012-02-02 16:58:18 | INC0012290 | 5 - Medium | Service Request | Closed | Pending Customer | User needs 2 ip address assigned | [NAME] | Intel Server Support | ARISg (Dev) | Applications | Mobile Applications | s_Mobile Applications_Configuration [NAME] | False | system |  | [NAME] | 2012-01-31 10:43:28 | 2951-07-23 00:00:00 | 2951-07-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | IPs assigned during one-on one meeting with [NAME]. _x000D_ | [NAME]
2012-01-31 09:33:22 | 2012-01-31 09:47:30 | INC0012292 | 5 - Medium | Service Request | Closed |  | Please allow SMTP relay for utprd0026.medimmune.com | [NAME] | Exchange Server Support |  | Other | Other | Other | False | system |  |  | 2012-01-31 09:36:42 | 2594-04-28 00:00:00 | 2594-04-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added 10.15.248.78 to the allowed relay IP list on Relay-US.medimmune.com receive connector (NLB Anonymous) on both US-Based HT servers. | [NAME]
2012-01-31 09:38:05 | 2012-01-31 09:40:48 | INC0012293 | 5 - Medium | Incident | Closed |  | Can not print from Powerpoint attachments | [NAME] |  | Laptop | Applications | Business Applications | Fault/Error | False | system |  | [NAME] |  | 2593-07-19 00:00:00 | 2593-07-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Can't trust center settings. Tested several layouts. Printing ok now. | [NAME]
2012-01-31 09:56:00 | 2012-02-07 14:45:11 | INC0012295 | 5 - Medium | Service Request | Closed |  | Need small (4-8 port) Gig switch | [NAME] | Network Level 2 | Other | Hardware | Peripheral | Request/Replace | False | system |  | Leszek Okrasa | 2012-01-31 10:04:34 | 3181-12-29 00:00:00 | 3181-12-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Work Around) | The switch requirement has been addressed by management internally. | Leszek Okrasa
2012-01-31 10:20:58 | 2012-02-02 14:34:26 | INC0012298 | 5 - Medium | Service Request | Closed | Pending Customer | User needs 2 hosts created on the flex pod | [NAME] | Intel Server Support | ARISg (Dev) | Applications | Business Applications | Software Install | False | system |  | [NAME] | 2012-01-31 10:40:33 | 2823-01-22 00:00:00 | 2823-01-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Existing Name --> SBYMAS309_x000D_ Existing IP --> 10.29.100.239 _x000D_ New Name --> ASDEV0003 _x000D_ New IP --> 10.46.48.26 _x000D_ _x000D_ _x000D_ Existing Name --> SBYMAS041_x000D_ Existing IP --> 10.29.100.60_x000D_ New Name --> ASDEV0004 _x000D_ New IP --> 10.46.8.16 _x000D_ | [NAME]
2012-01-31 10:25:13 | 2012-02-06 09:44:23 | INC0012299 | 5 - Medium | Service Request | Closed |  | Monitor Request | [NAME] | Executive Support | Monitor | Hardware | Peripheral | Request/Replace | False | system |  | Stefon Elliott | 2012-02-01 16:22:26 | 3058-12-01 00:00:00 | 3058-12-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | New monitor assigned to end user. Issue resolved. | Stefon Elliott
2012-01-31 10:38:26 | 2012-01-31 11:22:44 | INC0012301 | 5 - Medium | Service Request | Closed |  | Issues with MS Office | [NAME] | Deskside - Gaithersburg | Excel 2003 | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-31 10:40:07 | 2583-08-20 00:00:00 | 2583-08-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01/31/12 I launched the MS Office Programs in safe mode which corrected the issues the customer was having with the files. The customer is no longer having issues with opening excel files from e-mail. Outlook is also launching correctly. | [NAME]
2012-01-31 10:43:03 |  | INC0012303 | 4 - High | Incident | Pending | Assigned External | iPad (ActiveSync) Calendar Issue effecting some users | [NAME] | Exchange Server Support | Exchange 2010 | Applications | Business Applications | Fault/Error | True | sj1113 | MSSRX | [NAME] | 2012-01-31 10:50:28 | 00:00:00 |  |  | 21 to 100 Users Affected | [NAME] | False | 1
2012-01-31 10:43:55 | 2012-01-31 10:47:52 | INC0012304 | 5 - Medium | Service Request | Closed |  | Public Folder Access | [NAME] | Exchange Server Support | Outlook 2003 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Outlook  Issue | False | system |  | [NAME] | 2012-01-31 10:45:10 | 2582-09-25 00:00:00 | 2582-09-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | _x000D_ I have granted the permissions as per the request._x000D_ _x000D_ | [NAME]
2012-01-31 10:55:19 | 2012-01-31 11:18:01 | INC0012305 | 5 - Medium | Service Request | Closed |  | Please Henty's ops account the same as IBM account maintinance team member | [NAME] | Intel Server Support | AD (Active Directory) Account | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-01-31 11:03:33 | 2580-11-10 00:00:00 | 2580-11-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Completed | [NAME]
2012-01-31 11:07:02 | 2012-01-31 11:19:00 | INC0012307 | 5 - Medium | Service Request | Closed |  | Please grant [NAME] Ops account [NAME]   - OPS_KellyPa the same | [NAME] | Intel Server Support | AD (Active Directory) Account | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  | [NAME] | 2012-01-31 11:13:39 | 2578-12-08 00:00:00 | 2578-12-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | completed | [NAME]
2012-01-31 11:10:01 | 2012-01-31 11:30:29 | INC0012308 | 5 - Medium | Service Request | Closed |  | Create new Sharepoint Site for AZ Engagement | Krishnan Balasubramanian | CZ - Collaboration & BI - Support | Sharepoint (Prod) | Other | Other | Other | False | system |  | [NAME] | 2012-01-31 11:12:56 | 2578-06-12 00:00:00 | 2578-06-12 00:00:00 |  | 1-2 Users Affected | Karthikeyan Venkatesan | False | 0 | Solved (Permanently) | New site has been created and communicated to the user with its details. | [NAME]
2012-01-31 11:13:45 | 2012-01-31 11:19:22 | INC0012309 | 5 - Medium | Service Request | Closed |  | Please grant [NAME] account OPS_PacuanL the same | [NAME] | Intel Server Support | AD (Active Directory) Account | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-01-31 11:16:35 | 2577-10-31 00:00:00 | 2577-10-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | completed | [NAME]
2012-01-31 12:08:36 | 2012-01-31 12:14:31 | INC0012317 | 5 - Medium | Service Request | Closed |  | User is having issues with .ics files | [NAME] | [NAME] | Outlook 2010 | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-31 12:14:31 | 2568-10-27 00:00:00 | 2568-10-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Had to make user an admin then changed the file association to point to outlook and then took the admin rights back away and now the user is all set | [NAME]
2012-01-31 12:16:03 |  | INC0012320 | 5 - Medium | Service Request | Pending | Pending Customer | GPO settings sticking for Lync client configuration | [NAME] | Intel Server Support | Windows XP | Applications | OS | Configuration | True | HershkowitzJ |  | [NAME] | 2012-01-31 12:31:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-01-31 12:48:17 | 2012-01-31 15:28:48 | INC0012324 | 5 - Medium | Service Request | Closed |  | Update UNIXSupport Group in ServiceNow | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-01-31 13:03:20 | 2562-04-21 00:00:00 | 2562-04-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Users added to group and email added as group email | [NAME]
2012-01-31 12:55:11 |  | INC0012326 | 5 - Medium | Service Request | Pending | Pending Part | links in the elements course are missing and/or not working | [NAME] | CZ - Enterprise Application - Support | Elements | Applications | COTS | How To | True | SamardelisJ |  | [NAME] | 2012-02-03 15:07:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-01-31 12:58:41 | 2012-01-31 13:17:34 | INC0012327 | 5 - Medium | Service Request | Closed |  | Enable Exchange ActiveSync for the following Users | [NAME] | Exchange Server Support | Exchange 2010 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-01-31 13:03:41 | 2560-08-05 00:00:00 | 2560-08-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | ran cmdlet (get-content user2.txt |get-mailbox|set-casmailbox -activesyncenabled $true. the text file contains user smtp address. | [NAME]
2012-01-31 13:02:07 | 2012-02-07 15:02:48 | INC0012328 | 5 - Medium | Service Request | Closed | Assigned External | Enable Junos Pulse by adding users to gbl.junos.gs | [NAME] | Service Desk | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_Security Group | False | system | 2953219 IBM | [NAME] | 2012-01-31 13:16:52 | 3151-06-03 00:00:00 | 3151-06-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | All of the users on the request list have been added to the gbl.junos.gs._x000D_ | [NAME]
2012-01-31 13:16:28 | 2012-01-31 15:44:12 | INC0012329 | 4 - High | Service Request | Closed |  | USMD1ASV022 SCCM Primary Server in Gaithersburg needs an increase in RAM ASAP | [NAME] | Intel Server Support | USMD1ASV022 | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-01-31 13:23:23 | 2557-09-03 00:00:00 | 2557-09-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Wintel has increased the server with 4 PROCs and 16GB of RAM. _x000D_ | [NAME]
2012-01-31 13:40:11 | 2012-01-31 14:54:14 | INC0012332 | 5 - Medium | Service Request | Closed |  | [NAME] Issues | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-01-31 13:43:00 | 2553-10-11 00:00:00 | 2553-10-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 01-31-12 OST files have been scanned to re-sync with Exchange. I have also performed a repair on the OST file. | [NAME]
2012-01-31 13:43:07 | 2012-02-01 08:11:57 | INC0012333 | 5 - Medium | Incident | Closed | Pending Customer | Cannnot sign into Lync. | [NAME] | Service Desk | Laptop | Network/Connectivity | Network Device | Access | False | system | [NAME] | [NAME] |  | 3144-09-07 00:00:00 | 3144-09-07 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | issue has been resolved | [NAME]
2012-01-31 13:53:53 | 2012-01-31 14:26:36 | INC0012338 | 5 - Medium | Service Request | Closed |  | Contractor is Unable to login | [NAME] | Service Desk | Windows XP | Network | Wired | [NAME] | False | system |  | [NAME] |  | 2551-07-12 00:00:00 | 2551-07-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Password has been reset | [NAME]
2012-01-31 13:58:02 | 2012-02-22 09:37:07 | INC0012339 | 5 - Medium | Service Request | Resolved | Pending Part | Replacement Battery | Meggan Czapiga | Deskside - Gaithersburg | Battery | Hardware | Peripheral | Request/Replace | True | SuttonJo |  | [NAME] | 2012-01-31 13:59:44 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-22-12 The battery has been picked up by the customer. | [NAME]
2012-01-31 14:13:58 | 2012-01-31 16:26:07 | INC0012342 | 5 - Medium | Service Request | Closed |  | .ics file issue | Tyrell Rivers | [NAME] | Outlook 2010 | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-31 16:26:07 | 2548-03-24 00:00:00 | 2548-03-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Changed the file association so .ics files open with outlook and now the user is all set | [NAME]
2012-01-31 14:32:18 | 2012-01-31 16:38:44 | INC0012345 | 5 - Medium | Service Request | Closed |  | User needs a new power cord | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-31 15:13:15 | 2545-03-20 00:00:00 | 2545-03-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | provided power cord as requested, left vm | [NAME]
2012-01-31 14:44:05 | 2012-01-31 15:00:22 | INC0012346 | 5 - Medium | Service Request | Closed |  | Cute PDF Install Request | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-01-31 15:00:22 | 2543-04-13 00:00:00 | 2543-04-13 00:00:00 | Cute PDF | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | User wanted Cute PDF installed. App was not in approved Per SA tracker. I suggested Adobe and informed user in either case a request would have to go through her manager for a license. | [NAME]
2012-01-31 14:54:57 | 2012-01-31 15:18:27 | INC0012348 | 5 - Medium | Incident | Closed |  | Connecting to a printer | [NAME] | Service Desk | CI Not Found | Printing | Application | Cannot Print | False | system |  | [NAME] | 2012-01-31 15:14:18 | 2541-06-30 00:00:00 | 2541-06-30 00:00:00 | Printer | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Printer connected. | [NAME]
2012-01-31 14:55:50 | 2012-02-02 11:05:39 | INC0012349 | 2 - Severe Outage | Incident | Closed |  | home directory is missing h: | [NAME] | Intel Server Support | CI Not Found | Server/Data Center | Database/System | Access | False | system |  | Thuan Tran | 2012-01-31 15:20:57 | 2777-11-27 00:00:00 | 2777-11-27 00:00:00 | home directory | 21 to 100 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] robocopied the 68 directories from old share to the new share.  I verified with the users. | Thuan Tran
2012-01-31 14:57:16 | 2012-02-01 15:00:45 | INC0012351 | 5 - Medium | Service Request | Closed |  | need [NAME] reset | [NAME] | Voice | [NAME] | Telephony | [NAME] | [NAME] | False | system |  | [NAME] | 2012-01-31 15:13:40 | 2659-05-24 00:00:00 | 2659-05-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User has enrolled into the voice mail system. | [NAME]
2012-01-31 14:58:08 | 2012-01-31 15:52:00 | INC0012352 | 5 - Medium | Service Request | Closed |  | account recreation messed up | Rankit Thakkar | Accounts Administration | CI Not Found | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-01-31 15:39:23 | 2540-12-21 00:00:00 | 2540-12-21 00:00:00 | account permissions | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Gave permissions needed. | [NAME]
2012-01-31 15:00:25 | 2012-01-31 15:24:05 | INC0012353 | 5 - Medium | Service Request | Closed |  | Permission for Service now | [NAME] | ServiceNow [NAME] | ServiceNow (Dev) | s_Security/Admin | s_On the Go | Access Request | False | system |  |  | 2012-01-31 15:03:47 | 2540-08-06 00:00:00 | 2540-08-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] to the Accounts [NAME] group | [NAME]
2012-01-31 15:01:26 | 2012-01-31 15:20:25 | INC0012354 | 5 - Medium | Service Request | Closed | Assigned External | needs access to Service Now account administration | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | Applications | Business Applications | New Request | False | system | 0 | [NAME] | 2012-01-31 15:13:43 | 2540-06-06 00:00:00 | 2540-06-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added Leonard to the Accounts [NAME] group | [NAME]
2012-01-31 15:02:47 | 2012-02-10 13:47:58 | INC0012356 | 5 - Medium | Service Request | Closed |  | Caller need [NAME] reader updated | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Software Install | False | system |  | [NAME] | 2012-01-31 15:10:09 | 3486-06-06 00:00:00 | 3486-06-06 00:00:00 | Adobe Reader | 1-2 Users Affected | [NAME] | False | 0 | Not Solved (3 Strike) | 3rd attempt to reach user. no answer. Left and message referencing ticket number. Resolving Ticket. | [NAME]
2012-01-31 15:02:49 |  | INC0012357 | 5 - Medium | Incident | Pending | Pending Part | User needs to be able to create 5 Sharepoint tasks at once | [NAME] | CZ - Collaboration & BI - Support | Sharepoint (Prod) | Applications | COTS | Performance | True | GovindasamyR |  | [NAME] | 2012-01-31 15:21:04 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-01-31 15:03:30 | 2012-01-31 15:11:07 | INC0012358 | 5 - Medium | Service Request | Closed |  | Wireless will not connect | [NAME] | Service Desk | Wireless (Prod) | Network | Wireless | How To | False | system |  | [NAME] | 2012-01-31 15:11:07 | 2540-02-03 00:00:00 | 2540-02-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Wireless has reconnected  Automatically | [NAME]
2012-01-31 15:04:20 | 2012-02-03 11:14:10 | INC0012360 | 4 - High | Service Request | Closed | Pending Customer | needs vm password does not remember | [NAME] | Voice | [NAME] | Telephony | [NAME] | Request For Information | False | system |  | [NAME] | 2012-01-31 17:00:01 | 2894-10-14 00:00:00 | 2894-10-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | password reset... | [NAME]
2012-01-31 15:05:34 | 2012-01-31 16:19:39 | INC0012361 | 5 - Medium | Incident | Closed |  | no network connectivity | Leszek Okrasa | Network Level 2 | [NAME] | Network/Connectivity | Wired | Access | False | system |  | Leszek Okrasa | 2012-01-31 16:18:36 | 2539-10-02 00:00:00 | 2539-10-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Test call. | Leszek Okrasa
2012-01-31 15:05:49 | 2012-01-31 15:09:11 | INC0012362 | 5 - Medium | Service Request | Closed |  | Laptop Lock Request | [NAME] | Service Desk | Laptop | Hardware | Peripheral | Request For Information | False | system |  | [NAME] | 2012-01-31 15:09:11 | 2539-09-17 00:00:00 | 2539-09-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | User wanted to request a laptop lock. I informed the user we do not process requests laptop locks. | [NAME]
2012-01-31 15:08:53 | 2012-02-13 14:38:07 | INC0012363 | 5 - Medium | Service Request | Closed | Pending Customer | Outlook does not populate at times for 2-3 hours | [NAME] | Deskside - Gaithersburg | Outlook 2010 | Applications | Outlook | How To | False | system |  | [NAME] | 2012-02-07 14:13:25 | 3721-12-24 00:00:00 | 3721-12-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 4 | Solved (Permanently) | JK- re-created outlook profile, everything is working fine now. | [NAME]
2012-01-31 15:09:51 | 2012-01-31 15:15:16 | INC0012364 | 5 - Medium | Incident | Closed |  | Outlook- Can not send recieve mail | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-01-31 15:15:16 | 2539-01-18 00:00:00 | 2539-01-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | User was in offline mode. Had user uncheck work offline and check download full items. | [NAME]
2012-01-31 15:10:22 | 2012-02-09 17:16:13 | INC0012366 | 5 - Medium | Service Request | Closed | Pending Customer | Microsoft Outlook 2010 request | [NAME] | Service Desk | Outlook 2010 | Applications | Outlook | Install/Remove | False | system |  | [NAME] |  | 3366-11-27 00:00:00 | 3366-11-27 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Received word from the user that Microsoft Office 2010 was successfully installed. | [NAME]
2012-01-31 15:11:58 | 2012-02-08 14:58:19 | INC0012368 | 5 - Medium | Service Request | Closed |  | Spanish language pack - Install | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-01 05:17:01 | 3248-05-13 00:00:00 | 3248-05-13 00:00:00 | Language Pack | 1-2 Users Affected | [NAME] | False | 2 | Solved (Work Around) | working on obtaining language pack | [NAME]
2012-01-31 15:12:33 | 2012-01-31 15:52:51 | INC0012370 | 5 - Medium | Incident | Closed |  | not able to connect to wireless |  | Service Desk | Wireless (Prod) | Network/Connectivity | Wireless | Access | False | system |  | [NAME] | 2012-01-31 15:51:31 | 2538-08-09 00:00:00 | 2538-08-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | recreated SSID's and Angeline was able to connect | [NAME]
2012-01-31 15:14:14 | 2012-02-06 14:59:14 | INC0012371 | 5 - Medium | Incident | Closed |  | User wants to upgrade to Office 2010 | [NAME] | Deskside - Gaithersburg | Word 2010 | Applications | Outlook | Access | False | system |  | [NAME] | 2012-02-10 13:53:38 | 3839-05-19 00:00:00 | 3839-05-19 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 3 | Not Solved (3 Strike) | 3 Strike rule | [NAME]
2012-01-31 15:14:36 | 2012-02-08 16:15:10 | INC0012372 | 5 - Medium | Service Request | Closed |  | User needs applications installed | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-02-03 15:16:42 | 3247-12-07 00:00:00 | 3247-12-07 00:00:00 | COTS | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | installed snagit and project, user does not have license for Adobe but is looking into obtaining key from prior employee and will contact me for install | [NAME]
2012-01-31 15:15:48 | 2012-01-31 15:30:41 | INC0012377 | 5 - Medium | Service Request | Closed |  | User is unable to preview his emails | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | How To | False | system |  | [NAME] | 2012-01-31 15:30:41 | 2538-01-26 00:00:00 | 2538-01-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Advised user to open up outlook- go to view- reading pane- and select bottom or right in order for him to be able to see of preview of his emails when opening outlook | [NAME]
2012-01-31 15:18:05 | 2012-02-01 15:20:31 | INC0012378 | 5 - Medium | Service Request | Closed |  | Can't log into OTG | [NAME] | Service Desk | CI Not Found | Network | On The Go | How To | False | system |  | [NAME] | 2012-02-01 15:19:12 | 2655-12-22 00:00:00 | 2655-12-22 00:00:00 | On The go | 1-2 Users Affected | Stephanie Hightower | False | 4 | Solved (Permanently) | -Called EU back to attempt to finish instal_x000D_ -I was able to [NAME] in via gotoassist (meditech4),  _x000D_ -I added user to [NAME] group locally and was able to complete | [NAME]
2012-01-31 15:29:41 | 2012-01-31 15:45:22 | INC0012381 | 5 - Medium | Service Request | Closed |  | Change booking for [NAME] and remove booking for jerne | [NAME] | Exchange Server Support | Exchange 2010 | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-31 15:45:22 | 2535-10-16 00:00:00 | 2535-10-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The calendar booking for [NAME] was adjusted as requested and [NAME] booking was removed as requested. I open a ticket INC0012381 in Service Now and resolve it so that the work can be tracked | [NAME]
2012-01-31 15:31:25 | 2012-02-01 07:20:35 | INC0012382 | 5 - Medium | Service Request | Closed |  | User would like to remove an icon from the desktop | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Configuration | False | system |  | [NAME] | 2012-01-31 15:57:22 | 2653-10-13 00:00:00 | 2653-10-13 00:00:00 | Desktop Icon | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | resolved by user | [NAME]
2012-01-31 15:31:45 | 2012-01-31 15:51:48 | INC0012383 | 5 - Medium | Service Request | Closed |  | Wireless not picking up any connections | [NAME] | Service Desk | Laptop | Hardware | Computer | How To | False | system |  | [NAME] | 2012-01-31 15:51:48 | 2535-06-14 00:00:00 | 2535-06-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Flipped the switch on, now connected | [NAME]
2012-01-31 15:44:34 | 2012-01-31 15:57:50 | INC0012386 | 5 - Medium | Service Request | Closed |  | shorter keyboard with few keys | Rebecca Mason | Service Desk | CI Not Found | Hardware | Peripheral | Request/Replace | False | system |  |  | 2012-01-31 15:57:50 | 2533-05-06 00:00:00 | 2533-05-06 00:00:00 | keyboard | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | had told the (eu) rebecca to go to ezbuy to request the keyboard with few keys | [NAME]
2012-01-31 15:46:08 | 2012-02-03 11:31:48 | INC0012387 | 5 - Medium | Service Request | Closed | Pending Customer | User needs applications installed | [NAME] | Service Desk | CI Not Found | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-01-31 15:58:01 | 3242-10-02 00:00:00 | 3242-10-02 00:00:00 | COTS | 1-2 Users Affected | [NAME] | True | 0 | Not Solved (3 Strike) | 3 contact attempts made. | [NAME]
2012-01-31 15:58:35 | 2012-02-06 17:04:48 | INC0012390 | 5 - Medium | Service Request | Closed |  | User needs applications installed | Rebecca Mason | Service Desk | CI Not Found | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-01-31 16:03:26 | 3004-02-26 00:00:00 | 3004-02-26 00:00:00 | COTS | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | See notes | [NAME]
2012-01-31 16:14:23 | 2012-02-06 11:11:56 | INC0012393 | 5 - Medium | Service Request | Closed |  | Mailbox/DL created.  Global Accounts Adminstration | Rankit Thakkar | Accounts Administration | Exchange 2010 | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-06 09:04:10 | 3001-07-23 00:00:00 | 3001-07-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The Global Account Administration DL has been created. | [NAME]
2012-01-31 16:17:06 | 2012-02-07 15:47:56 | INC0012394 | 5 - Medium | Incident | Closed |  | No connectivity while in the office | [NAME] | Deskside - Gaithersburg | [NAME] | Network/Connectivity | Wired | Access | False | system |  | [NAME] | 2012-01-31 16:28:17 | 3119-05-23 00:00:00 | 3119-05-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Carol is able to connect to the network with no problems. | [NAME]
2012-01-31 16:26:09 | 2012-01-31 16:28:29 | INC0012397 | 5 - Medium | Service Request | Closed |  | Documentum not working correctly | [NAME] | [NAME] | KIMunity (Dev) | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-31 16:28:29 | 2526-07-07 00:00:00 | 2526-07-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed java 6 update 14 and added documentum to the trusted sites and now the user is all set and able to open all files via documentum | [NAME]
2012-01-31 16:28:42 | 2012-01-31 16:29:52 | INC0012398 | 5 - Medium | Service Request | Closed |  | Battery replacement request | [NAME] | [NAME] | Battery | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-01-31 16:29:52 | 2526-02-04 00:00:00 | 2526-02-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Provided the user with a new battery and now the user is all set | [NAME]
2012-01-31 16:30:00 | 2012-01-31 16:31:53 | INC0012399 | 5 - Medium | Service Request | Closed |  | Zebra printer is printing in landscape instead of portrait | [NAME] | [NAME] | Printer | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-01-31 16:31:53 | 2525-11-18 00:00:00 | 2525-11-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | In the security program i changed the print settings to portrait and now it prints just fine and the user is all set | [NAME]
2012-01-31 16:30:59 | 2012-02-06 10:29:58 | INC0012400 | 5 - Medium | Service Request | Closed | Assigned External | account access to shared drives | [NAME] | Service Desk | CI Not Found | s_Security/Admin | s_Shared Folder | s_Shared Folder_Grant access | False | system | 2960109 | [NAME] | 2012-01-31 16:46:16 | 2998-10-30 00:00:00 | 2998-10-30 00:00:00 | permissions to shared drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | We discovered that she does have access and we installed the drives | [NAME]
2012-01-31 16:31:59 | 2012-01-31 16:34:38 | INC0012401 | 5 - Medium | Service Request | Closed |  | Computer will not go into standby | [NAME] | [NAME] | Laptop | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-01-31 16:34:38 | 2525-07-22 00:00:00 | 2525-07-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Usb dongle the user had plugged in was preventing the computer from going to sleep after removing it the computer went to sleep with no issues | [NAME]
2012-01-31 16:34:41 | 2012-01-31 16:36:22 | INC0012402 | 5 - Medium | Service Request | Closed |  | Loaner computer request | [NAME] | [NAME] | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-31 16:36:22 | 2525-02-10 00:00:00 | 2525-02-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User returned loaner computer | [NAME]
2012-01-31 16:36:24 | 2012-01-31 16:37:35 | INC0012403 | 5 - Medium | Service Request | Closed |  | Loaner computer request | [NAME] | [NAME] | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-31 16:37:35 | 2524-10-30 00:00:00 | 2524-10-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User returned the loaner computer | [NAME]
2012-01-31 16:37:47 | 2012-01-31 16:41:14 | INC0012404 | 5 - Medium | Service Request | Closed |  | Loaner computer request | [NAME] | [NAME] | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-01-31 16:41:14 | 2524-08-08 00:00:00 | 2524-08-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User returned the loaner computer | [NAME]
2012-01-31 17:20:13 | 2012-02-06 11:35:52 | INC0012405 | 5 - Medium | Incident | Closed | Pending Customer | Duplicate IP on UTPRD0024 | [NAME] | Intel Server Support | FRD-CLUSTER01 | Network/Connectivity | Network Device | Fault/Error | False | system |  | [NAME] | 2012-01-31 17:21:30 | 2990-09-28 00:00:00 | 2990-09-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | DHCP was handing out duplicate ips because the NICs on the server were configured statically with no default gateway so conflict resolution set on the DHCP server wasnt working properly. We are now making DHCP reservations for any statically set IP so DHCP will not hand them out and they can have descriptions on them. | [NAME]
2012-02-01 08:35:19 | 2012-02-07 14:46:30 | INC0012410 | 5 - Medium | Incident | Closed |  | Orion has detected a power supply failure on gbcb1_dc_3845_vgw03 | Leszek Okrasa | Network Level 2 | Router | Network/Connectivity | Network Device | Fault/Error | False | system |  | Leszek Okrasa | 2012-02-01 08:38:13 | 3076-12-20 00:00:00 | 3076-12-20 00:00:00 |  | 1-2 Users Affected | Leszek Okrasa | False | 0 | Solved (Permanently) | Issue has not resurfaced since the problem cleared on the day the ticket opened. Closing out ticket. | Leszek Okrasa
2012-02-01 08:38:15 | 2012-02-08 12:13:00 | INC0012412 | 5 - Medium | Incident | Closed |  | Orion has detected a power supply failure on nlge1_dc_3845_vgw01. | [NAME] | Network Level 2 | Router | Network/Connectivity | Network Device | Fault/Error | False | system |  | Leszek Okrasa | 2012-02-01 08:39:34 | 3194-10-07 00:00:00 | 3194-10-07 00:00:00 |  | 1-2 Users Affected | Leszek Okrasa | False | 0 | Solved (Permanently) | Power supply battery has been replaced as well as the power cable between the voice gateway and the UPS. | Leszek Okrasa
2012-02-01 09:31:49 | 2012-02-01 09:42:05 | INC0012413 | 5 - Medium | Incident | Closed |  | Aegis Reports are not working | [NAME] | CZ - Enterprise Application - Support | Aegis (Prod) | Applications | Business Applications | Fault/Error | False | system |  | Sridharan Balasubramanian | 2012-02-01 09:35:52 | 2594-07-30 00:00:00 | 2594-07-30 00:00:00 |  | 1-2 Users Affected | Sridharan Balasubramanian | False | 0 | Solved (Work Around) | Report Server has been rebooted to fix the issue | Sridharan Balasubramanian
2012-02-01 09:33:22 | 2012-02-01 16:27:47 | INC0012414 | 5 - Medium | Service Request | Closed |  | Screen Brightness | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-01 09:45:37 | 2594-04-28 00:00:00 | 2594-04-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-01-12 Brightness has been turned up on the graphics card. | [NAME]
2012-02-01 09:33:39 | 2012-02-01 09:34:48 | INC0012415 | 5 - Medium | Service Request | Closed |  | Access to Conf Rooms | [NAME] | Exchange Server Support | Outlook 2003 | s_Security/Admin | s_Exchange/Outlook | s_Exchange/Outlook_Mailbox Modification | False | system |  | [NAME] | 2012-02-01 09:34:26 | 2594-04-11 00:00:00 | 2594-04-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Permissions granted | [NAME]
2012-02-01 09:47:22 | 2012-02-03 09:51:40 | INC0012416 | 5 - Medium | Service Request | Closed |  | Replacement Power Supply | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-01 09:49:10 | 2828-07-30 00:00:00 | 2828-07-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-03-12 Customer has returned the power supply. | [NAME]
2012-02-01 09:56:26 | 2012-02-01 10:33:05 | INC0012417 | 5 - Medium | Service Request | Closed |  | Lync installed | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Software Install | False | system |  | [NAME] | 2012-02-01 10:33:05 | 2590-07-14 00:00:00 | 2590-07-14 00:00:00 | Lync | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed Lync | [NAME]
2012-02-01 09:58:07 | 2012-02-07 15:47:12 | INC0012418 | 5 - Medium | Service Request | Closed |  | Issues with laptop at startup | [NAME] | Deskside - Gaithersburg | Laptop | Applications | OS | Configuration | False | system |  | [NAME] | 2012-02-01 10:02:10 | 3063-05-15 00:00:00 | 3063-05-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-07-12 Machine has been upgraded under break/fix. This was because the drive failed in his X200. | [NAME]
2012-02-01 10:02:19 | 2012-02-01 11:03:43 | INC0012419 | 5 - Medium | Service Request | Closed |  | [NAME] to Account [NAME]. | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-02-01 10:04:42 | 2589-07-26 00:00:00 | 2589-07-26 00:00:00 |  | 1-2 Users Affected | Rankit Thakkar | False | 0 | Solved (Permanently) | Quang has been added to the Accounts Administration resolver group as requested | [NAME]
2012-02-01 10:16:14 | 2012-02-14 12:06:47 | INC0012422 | 5 - Medium | Service Request | Closed | Assigned External | ops accounts created | [NAME] | Service Desk | CI Not Found | s_Security/Admin | s_Active Directory | s_Active Directory_New Account | False | system | 2964465 | [NAME] | 2012-02-01 10:23:43 | 3770-01-20 00:00:00 | 3770-01-20 00:00:00 | ops account created | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | this account was created on the 2/10 | [NAME]
2012-02-01 10:24:22 | 2012-02-09 12:12:09 | INC0012425 | 5 - Medium | Service Request | Closed |  | Groups added to servers | [NAME] | Intel Server Support | CI Not Found | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | [NAME] | 2012-02-01 10:50:01 | 3295-08-11 00:00:00 | 3295-08-11 00:00:00 | Server account administration | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Server hung, restart required | [NAME]
2012-02-01 10:48:07 | 2012-02-01 10:58:31 | INC0012426 | 5 - Medium | Incident | Closed |  | User unable to access wireless network | Bahija Jallal | Service Desk | Wireless | Network/Connectivity | Wireless | Fault/Error | False | system |  |  |  | 2582-01-16 00:00:00 | 2582-01-16 00:00:00 |  | 1-2 Users Affected | Stefon Elliott | False | 0 | Solved (Work Around) | User was unable to connect to the wireless network. Removed expired network credentials. User is now able to connect to network. | Stefon Elliott
2012-02-01 11:09:30 | 2012-02-01 11:19:15 | INC0012427 | 5 - Medium | Service Request | Closed |  | need the guest wireless network | Amanda Forst | Service Desk | Wireless | Network | Wireless | How To | False | system |  | [NAME] | 2012-02-01 11:19:15 | 2578-07-13 00:00:00 | 2578-07-13 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved First Call by Service Desk | had given amanda the guest wireless network showing on medizone _x000D_ go to departments , information services _x000D_ under guest wireless account_x000D_ | [NAME]
2012-02-01 11:17:03 | 2012-02-03 13:13:53 | INC0012431 | 5 - Medium | Incident | Closed | Pending Customer | Field Sales User unable to receive voicemails via email. | [NAME] | Voice | [NAME] | Telephony | [NAME] | Fault/Error | False | system |  | [NAME] | 2012-02-01 12:13:13 | 2813-11-05 00:00:00 | 2813-11-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | user added to the following distro lists: _x000D_ _x000D_ SM-All Sales and Marketing _x000D_ SM-ID-S _x000D_ SM-ID-BSS _x000D_ SM-ID-S-01 _x000D_ | [NAME]
2012-02-01 12:38:59 | 2012-02-01 12:41:32 | INC0012438 | 5 - Medium | Service Request | Closed |  | Out of Warranty T61 needs replacement | [NAME] |  | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] |  | 2563-10-31 00:00:00 | 2563-10-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Imaged X220. Configured applications. Transferred data. Added printers, installed local printer and aircard. Configured dual monitors. Configured outlook. Confirmed all email boxes and calendars are visible. Installed new docking station. | [NAME]
2012-02-01 13:20:02 | 2012-02-01 13:34:22 | INC0012439 | 5 - Medium | Incident | Closed |  | Wireless- Cannot Connect | [NAME] | Service Desk | Wireless (Prod) | Network/Connectivity | Wireless | Access | False | system |  | [NAME] | 2012-02-01 13:21:54 | 2557-02-01 00:00:00 | 2557-02-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Remoted into users machine. Added the Wireless Networks to the Users computer. Forced the gpupdate. Verified that the certificates were pushed down and that the user had wireless connectivity. | [NAME]
2012-02-01 13:46:05 | 2012-02-01 17:47:52 | INC0012443 | 5 - Medium | Service Request | Closed |  | Needs IP assigned for migration (Frederick flexpod | [NAME] | Intel Server Support | CI Not Found | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-02-01 13:53:39 | 2671-02-01 00:00:00 | 2671-02-01 00:00:00 | IP Migration | 1-2 Users Affected | Stephanie Hightower | False | 1 | Solved (Permanently) | MD1VM126 - 10.46.56.34_x000D_ MD1VM127 - 10.46.48.24_x000D_ MD1VM131 - 10.46.32.17_x000D_ MD1VM132 - 10.46.24.16 _x000D_ _x000D_ RESOLVED _x000D_ | [NAME]
2012-02-01 13:49:27 | 2012-02-01 17:42:45 | INC0012444 | 5 - Medium | Service Request | Closed |  | New IP for Legacy Tier | [NAME] | Intel Server Support | CI Not Found | Network | Wired | Access Request | False | system |  | [NAME] | 2012-02-01 13:51:36 | 2552-04-03 00:00:00 | 2552-04-03 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | New Hostname: UTDEV0011 - 10.46.96.33_x000D_ _x000D_ hostname was clear of ping, nslookup, and in IPAM before assigning. _x000D_ _x000D_ RESOLVED _x000D_ | [NAME]
2012-02-01 13:58:39 | 2012-02-02 14:48:40 | INC0012445 | 5 - Medium | Incident | Closed |  | Users need to be added into groups in Service now. | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-01 14:09:06 | 2669-01-08 00:00:00 | 2669-01-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME], [NAME] and [NAME]  had already been added. Irina was added as  [NAME]. Removed [NAME] and added [NAME]. | [NAME]
2012-02-01 14:01:02 | 2012-02-01 14:03:55 | INC0012446 | 5 - Medium | Incident | Closed |  | Missing Outlook Toolbar Options | [NAME] |  | Laptop | Applications | Outlook | Fault/Error | False | system |  | [NAME] |  | 2550-05-09 00:00:00 | 2550-05-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Re-enabled reply,forward buttons toolbar. | [NAME]
2012-02-01 14:45:48 | 2012-02-02 12:07:06 | INC0012448 | 5 - Medium | Incident | Closed |  | Resolution on left monitor not displaying correctly | [NAME] | Executive Gold - Gaithersburg | Monitor | Hardware | i_peripheral | Performance | False | system |  | [NAME] | 2012-02-01 15:37:28 | 2661-04-11 00:00:00 | 2661-04-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Swapped monitors, installed privacy screens with velcro and adjusted height. Also adjusted resolution settings so both monitors are the same and displaying full screen. | [NAME]
2012-02-01 14:47:48 | 2012-02-02 15:02:49 | INC0012449 | 5 - Medium | Service Request | Closed |  | User would like to know timeline of iPhone availabilty for other VPs | [NAME] | Executive Gold - Gaithersburg | iPad | Telephony | s_iPad | s_iPad_Request For Information | False | system |  | [NAME] | 2012-02-01 15:37:42 | 2660-12-12 00:00:00 | 2660-12-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Timeline for iPhone is March. Let [NAME] know about this. | [NAME]
2012-02-01 14:49:23 | 2012-02-03 15:37:43 | INC0012450 | 5 - Medium | Service Request | Closed |  | Unable to use Remote Assistance | [NAME] | Executive Gold - Gaithersburg | Laptop | Other | Other | Other | False | system |  | [NAME] | 2012-02-01 15:37:59 | 2778-12-19 00:00:00 | 2778-12-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Work Around) | GoToAssist ability is working for remote connectivity. | [NAME]
2012-02-01 14:53:00 | 2012-02-02 15:28:45 | INC0012451 | 5 - Medium | Service Request | Closed |  | Request for laserjet printer | [NAME] | Executive Gold - Gaithersburg | Printer | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-01 15:38:17 | 2660-02-04 00:00:00 | 2660-02-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Gave user my suggestion to order printer through EZBuy. [NAME] will let me know when it arrives so we can test it out. | [NAME]
2012-02-01 14:57:28 | 2012-02-17 14:33:52 | INC0012452 | 5 - Medium | Service Request | Resolved | Pending Part | iPhone Activation for [NAME] | [NAME] | Executive Gold - Gaithersburg | Cell Phone | Hardware | Mobile Device | New Request | True | ElliottS |  | Stefon Elliott | 2012-02-01 15:39:22 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Phone activated and handed off to user with a brief tutorial. No further action required. | Stefon Elliott
2012-02-01 15:02:03 | 2012-02-10 14:23:25 | [NAME] | 5 - Medium | Incident | Closed |  | SMTP Error when scanning/faxing | [NAME] | Accounts Administration | Printer | Printing | i_Print_Hardware | Fault/Error | False | system | COPY0001 | [NAME] | 2012-02-08 15:52:54 | 3368-04-09 00:00:00 | 3368-04-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | 5218 is good to go. Thanks for taking care of this so promptly | [NAME]
2012-02-01 15:24:17 | 2012-02-07 10:14:35 | INC0012458 | 5 - Medium | Service Request | Closed |  | AirCard Replacement | Shou-Bai Chao | Executive Support | Cell Phone | Hardware | Mobile Device | New Request | False | system |  | Stefon Elliott | 2012-02-01 15:40:15 | 3009-10-15 00:00:00 | 3009-10-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Issue has been resolved. | Stefon Elliott
2012-02-01 15:33:31 |  | INC0012459 | 5 - Medium | Service Request | Pending | Pending Customer | Copier on 4th floor needs to be setup to scan to email | Crystal Brooks | Accounts Administration | Printer | Printing | Hardware | Configuration | True | StilesH |  | [NAME] | 2012-02-06 14:06:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-01 15:41:52 | 2012-02-02 14:43:50 | [NAME] | 5 - Medium | Service Request | Closed |  | ServiceNow Access Request - Agimon Ali | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | s_General | Add Item | False | system |  | [NAME] | 2012-02-01 15:47:10 | 2652-01-25 00:00:00 | 2652-01-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] has been added to the BES  and Exchange server support teams as requested. Informed user to have his employee ID updated in AD so that when the automatic data load in Service Now is performed he will be updated. | [NAME]
2012-02-01 15:48:34 | 2012-02-01 16:16:03 | INC0012463 | 5 - Medium | Service Request | Closed |  | User did not get invited to the Lync pilot | [NAME] |  | Access 2010 | Applications | COTS | Configuration | False | system |  | [NAME] |  | 2532-09-08 00:00:00 | 2532-09-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | User said she will email the Lynce pilot group herself and does not want us to follow up with her._x000D_ _x000D_ resolving the ticket | [NAME]
2012-02-01 15:56:47 | 2012-02-01 16:31:28 | INC0012464 | 5 - Medium | Service Request | Closed |  | Software Install | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-02-01 16:00:32 | 2531-05-04 00:00:00 | 2531-05-04 00:00:00 | Adobe Captivate 5.5 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-01-12 Adobe Captivate 5.5 has been installed. | [NAME]
2012-02-01 16:03:02 | 2012-02-02 14:52:25 | INC0012465 | 5 - Medium | Service Request | Closed |  | SCCM Client Issue | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-01 16:06:53 | 2648-08-03 00:00:00 | 2648-08-03 00:00:00 | SCCM | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-02-12 SCCM Client has been re-installed. | [NAME]
2012-02-01 16:07:55 | 2012-02-02 14:54:22 | INC0012466 | 5 - Medium | Service Request | Closed |  | Live Meeting Issue | [NAME] | Deskside - Gaithersburg | Live Meeting | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-01 16:09:25 | 2647-10-15 00:00:00 | 2647-10-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-02-12 Live Meeting and the add-in for [NAME] has been re-installed. | [NAME]
2012-02-01 16:09:58 | 2012-02-02 14:57:12 | [NAME] | 5 - Medium | Service Request | Closed |  | Security Updates | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-01 16:12:08 | 2647-06-14 00:00:00 | 2647-06-14 00:00:00 | SCCM Client | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-02-12 I have spoken with Desktop Engineering team and the updates will need to be pushed again from the SCCM Console. I have provided the DE with the machine name. | [NAME]
2012-02-01 16:12:32 | 2012-02-02 15:07:45 | INC0012468 | 5 - Medium | Service Request | Closed |  | Issues with Outlook and IE | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-02-01 16:15:13 | 2647-01-11 00:00:00 | 2647-01-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-02-12 There was an issue with the customers OST file. This has been repaired and Outlook will now launch without an issue. I could see no issues with the performance of IE when I had the customers machine. | [NAME]
2012-02-01 16:15:32 | 2012-02-03 09:49:39 | INC0012469 | 5 - Medium | Service Request | Closed |  | Origin 7 Install | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-02-01 16:20:47 | 2764-10-24 00:00:00 | 2764-10-24 00:00:00 | Origin 7 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-03-12 Origin 7 has been re-installed. | [NAME]
2012-02-02 07:11:15 | 2012-02-08 08:39:08 | INC0012474 | 5 - Medium | Service Request | Closed |  | Unable to add partitions on DS3524. Reports not licensed for partitioning | O.A Ohio | Unix Server Support | Fred - P740 - 06266BR | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  | O.A Ohio | 2012-02-02 07:21:23 | 3082-10-09 00:00:00 | 3082-10-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Ordered license upgrade and applied license | [NAME]
2012-02-02 08:15:56 | 2012-02-02 11:55:41 | INC0012476 | 5 - Medium | Incident | Closed | Pending Customer | Outlook keeps prompting for Password | [NAME] | Service Desk | Outlook 2003 | Network/Connectivity | Wired | Access | False | system | IBM 2969456 | [NAME] | 2012-02-02 08:47:40 | 2607-01-17 00:00:00 | 2607-01-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Caller is able to log into [NAME] now and the ticket can be resolved. | [NAME]
2012-02-02 08:24:06 | 2012-02-02 09:38:11 | [NAME] | 5 - Medium | Service Request | Closed | Pending Customer | User needs her [NAME] | [NAME] | Voice | [NAME] | Applications | COTS | [NAME] | False | system |  | [NAME] | 2012-02-02 08:34:32 | 2605-09-14 00:00:00 | 2605-09-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Password reset to 853218 | [NAME]
2012-02-02 08:27:05 | 2012-02-02 08:47:55 | INC0012481 | 5 - Medium | Incident | Closed |  | User is no longer receiving her Voice Mail in her Outlook | [NAME] | Voice | [NAME] | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-02 08:37:07 | 2605-03-19 00:00:00 | 2605-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Issue resolved.  The user account was pointing to the wrong Exchange server... | [NAME]
2012-02-02 09:00:53 | 2012-02-02 09:14:08 | INC0012483 | 5 - Medium | Service Request | Closed |  | CAller needs to add aprinter | [NAME] | Service Desk | Printer | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-02 09:14:08 | 2599-08-29 00:00:00 | 2599-08-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | User did not have time  to troubleshoot and ended the call. | [NAME]
2012-02-02 09:14:36 | 2012-02-02 17:59:36 | [NAME] | 4 - High | Service Request | Closed | Pending Customer | User needs a Share copied of the it infostructure library | [NAME] | CZ - Collaboration & BI - Support | Sharepoint (Dev) | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-08 09:22:24 | 3307-01-27 00:00:00 | 3307-01-27 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 4 | Solved (Permanently) | All doc copied to appropriate location -_x000D_ _x000D_ http://sharepointportal/Departments/InformationTechnology/Runbook/NAEteam/ITInfraEngLib/Forms/AllItems.aspx | [NAME]
2012-02-02 10:09:26 | 2012-02-02 11:55:41 | INC0014736 | 5 - Medium | Incident | Closed | Pending Customer | Outlook keeps prompting for Password | Troy Rudy | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] |  | 2706-09-05 00:00:00 | 2706-09-05 00:00:00 |  | 1-2 Users Affected | Troy Rudy | True | 0 | Solved (Permanently) | Caller is able to log into [NAME] now and the ticket can be resolved. | [NAME]
2012-02-02 10:09:39 | 2012-02-02 16:35:08 | INC0014740 | 5 - Medium | Service Request | Closed |  | Upgrade SCCM site server USMD1ASV021 | [NAME] | Intel Server Support | USMD1ASV021 | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-02 10:12:24 | 2588-05-12 00:00:00 | 2588-05-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Completed | [NAME]
2012-02-02 10:13:19 | 2012-02-03 14:09:08 | INC0014743 | 5 - Medium | Service Request | Closed |  | Please add [NAME] as a | [NAME] | ServiceNow [NAME] | ServiceNow (Dev) | ServiceNow | Groups | Create New Group | False | system |  | [NAME] | 2012-02-02 10:47:37 | 2706-01-15 00:00:00 | 2706-01-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Created the Emerald Migration resolver group with [NAME] as the manager and added the following folks:_x000D_ [NAME] Lancaster_x000D_ [NAME] Gerlach_x000D_ [NAME] Pardo_x000D_ [NAME] Barber_x000D_ Mark Pedley_x000D_ Pritish Nawlakhe _x000D_ _x000D_  _x000D_ _x000D_ | [NAME]
2012-02-02 10:15:21 | 2012-02-03 13:46:33 | INC0014746 | 4 - High | Incident | Closed |  | FC Adapter on p740 connected to DS3524 reporting high error rates | [NAME] | Storage Backup Team | Fred - P740 - 06266BR | Server/Data Center | Database/System | Fault/Error | False | system |  |  | 2012-02-02 10:20:44 | 2705-09-15 00:00:00 | 2705-09-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 |  |  | [NAME]
2012-02-02 10:19:15 | 2012-02-02 15:48:31 | INC0014748 | 5 - Medium | Incident | Closed |  | SN desc 22 char limit | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-02 10:22:10 | 2586-10-14 00:00:00 | 2586-10-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User error, did not finish my sentence in the 'short description' field | [NAME]
2012-02-02 10:28:46 | 2012-02-02 10:35:25 | INC0014750 | 5 - Medium | Service Request | Closed |  | MS Office 2010 install | [NAME] | Deskside - Gaithersburg | Outlook 2010 | Applications | Outlook | Install/Remove | False | system |  | [NAME] | 2012-02-02 10:33:43 | 2585-03-22 00:00:00 | 2585-03-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed MS Office 2010, tested software and works fine. | [NAME]
2012-02-02 11:49:33 | 2012-02-07 16:49:52 | INC0014774 | 5 - Medium | Service Request | Closed | Pending Customer | pages on the new sharepoint site and not available | [NAME] | CZ - Collaboration & BI - Support | Sharepoint (Dev) | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-06 14:19:32 | 3045-01-23 00:00:00 | 3045-01-23 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 2 | Solved (Permanently) | Given user the needed steps to resolve the issue. | [NAME]
2012-02-02 12:07:32 | 2012-02-06 10:46:25 | [NAME] | 5 - Medium | Service Request | Closed |  | iPhone service not consistant. Issues sending email | [NAME] | Executive Gold - Gaithersburg | Cell Phone | Other | Other | Other | False | system |  | [NAME] | 2012-02-02 12:09:21 | 2805-07-21 00:00:00 | 2805-07-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | iPhone service seems ok. Sent folder was empty and emails were not sending. Rebooted iPhone. Sent two tests successfully. [NAME] will let me know if it acts up again. | [NAME]
2012-02-02 13:08:12 | 2012-02-02 14:52:31 | INC0014782 | 5 - Medium | Incident | Closed |  | Using OTG at home on medi device not able to get to medizone or outlook | [NAME] | Command Center | OnTheGo | Network/Connectivity | Wireless | Performance | False | system |  |  | 2012-02-02 14:28:03 | 2559-01-12 00:00:00 | 2559-01-12 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | Closing ticket. User adjusted proxy settings. | [NAME]
2012-02-02 13:15:54 | 2012-02-02 15:03:28 | INC0014783 | 5 - Medium | Service Request | Closed |  | Spare Laptop for Presenation | [NAME] |  | Laptop | Hardware | Computer | Configuration | False | system |  | [NAME] |  | 2557-10-07 00:00:00 | 2557-10-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Picked up laptop | [NAME]
2012-02-02 14:44:37 | 2012-02-08 16:19:39 | INC0014792 | 5 - Medium | Service Request | Closed |  | Account needs to be extended | [NAME] | Accounts Administration | CI Not Found | s_Security/Admin | s_Active Directory | s_Active Directory_Account Modification | False | system |  | Rankit Thakkar | 2012-02-07 23:02:11 | 3016-04-21 00:00:00 | 3016-04-21 00:00:00 | Contractor Account | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account was extended to the 23rd day of March of 2012. | Rankit Thakkar
2012-02-02 15:10:26 | 2012-02-02 17:05:48 | INC0014798 | 5 - Medium | Service Request | Closed |  | Add [NAME] to SDD – MR Support | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-02-02 15:12:06 | 2538-12-14 00:00:00 | 2538-12-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] had aready been added to the group. | [NAME]
2012-02-02 16:03:07 | 2012-02-02 16:05:15 | [NAME] | 5 - Medium | Service Request | Closed |  | iPhone Froze | [NAME] | Service Desk | Cell Phone | Hardware | Mobile Device | How To | False | system |  |  |  | 2530-04-19 00:00:00 | 2530-04-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Walked user through rebooting device. | [NAME]
2012-02-02 16:06:04 | 2012-02-09 14:39:36 | INC0014803 | 5 - Medium | Incident | Closed | Pending Customer | When composing an email, it locks up and she has to reboot | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Performance | False | system |  | Stephanie Hightower |  | 3476-01-12 00:00:00 | 3476-01-12 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Not Solved (3 Strike) | Client has not responded to any communication attempts. | Stephanie Hightower
2012-02-02 16:16:28 | 2012-02-06 19:05:32 | INC0014805 | 5 - Medium | Service Request | Closed | Pending Customer | Please allow the Wintel Team to make outbound toll calls | [NAME] | Voice | CI Not Found | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-02 16:22:59 | 2764-08-29 00:00:00 | 2764-08-29 00:00:00 | Telephone | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The following list of users can make outbound calls without using the department code:_x000D_ _x000D_ [NAME]:  3985411_x000D_ [NAME]3983072_x000D_ [NAME]:  3985031_x000D_ [NAME]:  3982361_x000D_ [NAME]:  3982365_x000D_ [NAME]:  3985727_x000D_ [NAME]:  3981159_x000D_ [NAME]:  3982739_x000D_ [NAME]:  3983074_x000D_ [NAME]:  3985754_x000D_ | [NAME]
2012-02-02 16:31:36 | 2012-02-06 12:32:52 | INC0014806 | 5 - Medium | Incident | Closed | Pending Part | To apply the patch  in Sharepoint production servers to remediate the Sev issue | [NAME] | CZ - Enterprise Application - Support | Sharepoint (Prod) | Applications | COTS | Outage | False | system |  | [NAME] | 2012-02-02 16:37:21 | 2762-03-05 00:00:00 | 2762-03-05 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 0 | Solved (Permanently) | RFC14543 has been raised and approved for the scheduled change. The change request will go thro ITCM process. Hence closing ticket. | [NAME]
2012-02-03 08:31:22 | 2012-02-03 10:25:23 | INC0014814 | 5 - Medium | Service Request | Closed |  | Servers must be moved to proper Organizational Units | [NAME] | Intel Server Support | AD (Active Directory) Account | s_Security/Admin | s_Active Directory | s_Active Directory_Security Group | False | system |  | [NAME] | 2012-02-03 08:42:27 | 2604-07-05 00:00:00 | 2604-07-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Moved the servers to the relevant [NAME]'s, syn'd AD and refreshed GPO. | [NAME]
2012-02-03 09:44:19 | 2012-02-03 09:45:52 | INC0014825 | 5 - Medium | Service Request | Closed |  | iPad prompting for exchange password. | [NAME] | Executive Support | iPad | Hardware | Mobile Device | How To | False | system |  | [NAME] | 2012-02-03 09:45:52 | 2592-07-10 00:00:00 | 2592-07-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | To change the MedImmune email password, the following must be done on the iPad:_x000D_ _x000D_ - Go to Setting icon_x000D_ - Select Mail, Contacts, Calendars_x000D_ - From the Accounts menu, select MedImmune_x000D_ - Select Account_x000D_ - In the Password section, enter the new password _x000D_ | [NAME]
2012-02-03 09:48:27 | 2012-02-08 05:20:17 | INC0014827 | 5 - Medium | Incident | Closed |  | Email bounce back | Emil Michelotti | Exchange Server Support | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-03 09:50:48 | 2946-09-05 00:00:00 | 2946-09-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The email bounced back due to the size of the message. The user should try compressing the attachment or splitting them over multiple emails. | [NAME]
2012-02-03 09:53:02 | 2012-02-03 10:11:27 | INC0014832 | 5 - Medium | Service Request | Closed |  | Blue Screen at Startup | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-03 09:54:45 | 2591-02-03 00:00:00 | 2591-02-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-03-12 Due to the issues with the machine it has been re-built and returned to the customer. | [NAME]
2012-02-03 10:04:21 | 2012-02-07 10:33:32 | [NAME] | 5 - Medium | Incident | Closed | Pending Customer | Meeting Request - tentative | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-03 10:06:16 | 2825-10-15 00:00:00 | 2825-10-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | From: Patry, [NAME] _x000D_ Sent: 07 February 2012 13:54_x000D_ To: Giner, [NAME]; Exchange Upgrade Team; IT Support_x000D_ Subject: RE: problems reserving Conf_GB_902WRL3 1110 (12+7) ticket 2920942_x000D_ _x000D_  _x000D_ _x000D_ Thanks [NAME] and all! _x000D_ _x000D_ _x000D_ --------------------------------------------------------------------------------_x000D_ _x000D_ From: Giner, John_x000D_ Sent: Tuesday, February 07, 2012 8:45 AM_x000D_ To: Patry, Mary; Exchange Upgrade Team; IT Support_x000D_ Subject: RE: problems reserving Conf_GB_902WRL3 1110 (12+7) ticket 2920942_x000D_ _x000D_ I believe this room is now correctly set up, thank you.   The ticket can be closed._x000D_ _x000D_  _x000D_ _x000D_ [NAME], PE_x000D_ _x000D_ Associate Director, Facilities_x000D_ _x000D_ [PHONE] Office_x000D_ _x000D_ [PHONE] _x000D_ | [NAME]
2012-02-03 10:22:54 | 2012-02-03 11:13:03 | INC0014846 | 2 - Severe Outage | Incident | Closed |  | [NAME] has expired in Medimmune (Cambridge) | [NAME] | Network Level 2 | Wireless | Network/Connectivity | Wireless | Access | False | system |  | Waqar Dar | 2012-02-03 10:34:22 | 2586-03-09 00:00:00 | 2586-03-09 00:00:00 |  | 101 or more Users Affected | [NAME] | False | 0 | Solved (Permanently) | Guest User expired in Cambridge. Re-created the Guest User account with Medi Home page Guest Credentials. | Waqar Dar
2012-02-03 10:27:38 | 2012-02-06 10:28:43 | INC0014847 | 5 - Medium | Incident | Closed |  | immediate attention spilled hot coffee on laptop | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Computer | Performance | False | system |  | [NAME] | 2012-02-03 10:35:51 | 2703-09-09 00:00:00 | 2703-09-09 00:00:00 | hardware | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-06-12 Closing as this is a duplicate ticket to INC 14893. | [NAME]
2012-02-03 10:30:39 | 2012-02-03 11:35:51 | INC0014849 | 5 - Medium | Service Request | Closed |  | Request to add users to the Service Now Group/Queue | Karthikeyan Venkatesan | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-02-03 10:34:20 | 2584-11-29 00:00:00 | 2584-11-29 00:00:00 |  | 1-2 Users Affected | Karthikeyan Venkatesan | False | 0 | Solved (Permanently) | [NAME] and [NAME] have been added to the CZ G&A and CZ Operations support resolver groups_x000D_ | [NAME]
2012-02-03 10:34:24 | 2012-02-03 11:43:43 | INC0014852 | 5 - Medium | Service Request | Closed |  | Request to remove users from Service Now | Karthikeyan Venkatesan | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Remove From Group | False | system |  | [NAME] | 2012-02-03 10:35:58 | 2584-04-18 00:00:00 | 2584-04-18 00:00:00 |  | 1-2 Users Affected | Karthikeyan Venkatesan | False | 0 | Solved (Permanently) | [NAME] has been removed from the CZ G&A and CZ Operations Support resolver groups. | [NAME]
2012-02-03 10:36:02 | 2012-02-06 14:23:42 | INC0014854 | 5 - Medium | Incident | Closed |  | Request to modify the service accounts - Assign this to Account Maintenance team | Karthikeyan Venkatesan | Accounts Administration | SFTP | Account Admin | i_Account Admin_General | General | False | system |  | [NAME] | 2012-02-03 10:50:20 | 2702-04-23 00:00:00 | 2702-04-23 00:00:00 |  | 2 to 20 Users Affected | Karthikeyan Venkatesan | False | 1 | Solved (Permanently) | The accounts is already set not to expire GAA do not do any update user advised | [NAME]
2012-02-03 11:07:45 | 2012-02-03 16:37:22 | [NAME] | 5 - Medium | Service Request | Closed |  | 3 DNS entries updated | [NAME] | Intel Server Support | DNS | Other | Other | Other | False | system |  | [NAME] | 2012-02-03 11:17:45 | 2578-10-26 00:00:00 | 2578-10-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Updated DNS per request | [NAME]
2012-02-03 11:47:23 | 2012-02-07 09:57:59 | INC0014865 | 5 - Medium | Service Request | Closed |  | Please create an LDAP Read Only account for use by [NAME] | [NAME] | Intel Server Support | AD (Active Directory) Account | Other | Other | Other | False | system |  | [NAME] | 2012-02-03 12:04:07 | 2808-11-11 00:00:00 | 2808-11-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Username: gbl.styleint.sv_x000D_ [NAME]: To be sent via separate email._x000D_ _x000D_ ObjectDN:    CN=gbl.styleint.sv,OU=SVC,OU=ENT,OU=Regions,OU=Accounts,DC=Medimmune,DC=Com | [NAME]
2012-02-03 11:51:21 | 2012-02-03 11:57:06 | INC0014866 | 5 - Medium | Service Request | Closed |  | Frozen machine | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-03 11:57:05 | 2571-08-28 00:00:00 | 2571-08-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-03-12 The customers machine had crashed and I was unable to shut the machine down. I had to power the machine down manually with the power button._x000D_ _x000D_ Once the machine restarted I checked the logs but could not see anything obvious as to why this happened. I suspect the Explorer.exe process had crashed or not loaded properly. I restarted the machine and it seemed stable after the restart. | [NAME]
2012-02-03 12:03:18 | 2012-02-07 16:22:34 | INC0014869 | 5 - Medium | Incident | Closed |  | users unable to Enterprise Activate | [NAME] | Exchange Server Support | Blackberry | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-03 12:57:01 | 2806-04-01 00:00:00 | 2806-04-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 |  |  | [NAME]
2012-02-03 12:06:00 | 2012-02-07 16:25:48 | INC0014870 | 5 - Medium | Service Request | Closed |  | Blackberry device issue | [NAME] | BES Support | Blackberry | Telephony | [NAME] | s_BlackBerry_Configuration | False | system |  | [NAME] | 2012-02-03 15:36:58 | 2805-10-21 00:00:00 | 2805-10-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | moved user to E2K10 and verified EA for BB | [NAME]
2012-02-03 12:11:08 | 2012-02-03 12:23:38 | INC0014872 | 5 - Medium | Service Request | Closed |  | Spotfire install request | [NAME] | [NAME] | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-03 12:23:38 | 2568-05-28 00:00:00 | 2568-05-28 00:00:00 | Tibco Spotfire | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed the requested software for the user and mapped to the correct server and now the user is all set | [NAME]
2012-02-03 12:14:03 | 2012-02-03 14:06:26 | INC0014873 | 5 - Medium | Service Request | Closed |  | H Drive Issue | [NAME] | Deskside - Gaithersburg | Laptop | Account Admin | Modify | Home Folder | False | system |  | [NAME] | 2012-02-03 12:22:20 | 2567-12-05 00:00:00 | 2567-12-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-03-12 I have assisted the customer in mapping and disconnecting the incorrect drive. The customer can now save to H Drive. | [NAME]
2012-02-03 12:23:40 | 2012-02-03 12:25:31 | INC0014875 | 5 - Medium | Service Request | Closed |  | [NAME] install request | [NAME] | [NAME] | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-03 12:25:31 | 2566-05-07 00:00:00 | 2566-05-07 00:00:00 | [NAME] update 14 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed Java 6 update 14 and now the user is all set and able to work in documentum with no issues | [NAME]
2012-02-03 12:25:35 | 2012-02-03 12:26:37 | INC0014876 | 5 - Medium | Service Request | Closed |  | Loaner computer request | [NAME] | [NAME] | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-03 12:26:37 | 2566-01-12 00:00:00 | 2566-01-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User returned the loaner computer | [NAME]
2012-02-03 12:27:02 | 2012-02-03 12:28:31 | INC0014877 | 5 - Medium | Service Request | Closed |  | Loaner computer request | [NAME] | [NAME] | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-03 12:28:31 | 2565-10-17 00:00:00 | 2565-10-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User returned the loaner computer | [NAME]
2012-02-03 12:28:33 | 2012-02-03 12:33:02 | INC0014878 | 5 - Medium | Service Request | Closed |  | User needs an adobe product installed | [NAME] | [NAME] | CI Not Found | Applications | Business Applications | Software Install | False | system |  | [NAME] | 2012-02-03 12:33:02 | 2565-07-18 00:00:00 | 2565-07-18 00:00:00 | adobe software | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed the requested software for the user | [NAME]
2012-02-03 12:33:07 | 2012-02-03 12:37:01 | INC0014879 | 5 - Medium | Service Request | Closed |  | Computer wont boot into windows | [NAME] | [NAME] | Laptop | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-03 12:37:01 | 2564-10-17 00:00:00 | 2564-10-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Ran a chkdsk /r on the users computer and now it boots back into windows | [NAME]
2012-02-03 12:37:04 | 2012-02-03 12:56:02 | INC0014880 | 5 - Medium | Service Request | Closed |  | User is having issues with her outlook and calendars | [NAME] | [NAME] | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-02-03 12:56:02 | 2564-02-23 00:00:00 | 2564-02-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Repaired the users .OST file enabled disabled items in outlook and now the user i sable to work with her outlook better but the meeting issue is exchange issue with syncing and will correct that later | [NAME]
2012-02-03 12:53:50 | 2012-02-13 10:21:54 | INC0014882 | 5 - Medium | Service Request | Closed |  | User needs update on equipment replacement request | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-10 13:55:48 | 3389-05-01 00:00:00 | 3389-05-01 00:00:00 | Hardware | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Geoff already taken care about this issue | [NAME]
2012-02-03 12:59:14 | 2012-02-03 13:03:48 | INC0014883 | 5 - Medium | Service Request | Closed |  | [NAME] install request | [NAME] | [NAME] | CI Not Found | Applications | Business Applications | Software Install | False | system |  | [NAME] | 2012-02-03 13:03:48 | 2560-07-03 00:00:00 | 2560-07-03 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed Flash player for the user and now the user is all set | [NAME]
2012-02-03 13:04:00 | 2012-02-03 13:06:22 | INC0014885 | 5 - Medium | Service Request | Closed |  | Office issues | [NAME] | [NAME] | CI Not Found | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-03 13:06:22 | 2559-09-21 00:00:00 | 2559-09-21 00:00:00 | Office 2003 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Re-installed the users office and now the user is all set | [NAME]
2012-02-03 13:06:25 | 2012-02-03 13:22:37 | INC0014886 | 5 - Medium | Service Request | Closed |  | Outlook wont launch | [NAME] | [NAME] | Outlook 2010 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-02-03 13:22:37 | 2559-04-29 00:00:00 | 2559-04-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Re-built the users OST file it was 50 [NAME] in size and now the users outlook opens and i recommended to the user to delete a lot of emails from her outlook to prevent this issue in the future | [NAME]
2012-02-03 13:23:33 | 2012-02-03 13:25:41 | INC0014887 | 5 - Medium | Service Request | Closed |  | Needs otg and java configured correctly | N-Neka Smith | [NAME] | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-03 13:25:41 | 2556-07-05 00:00:00 | 2556-07-05 00:00:00 | [NAME] update 14 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Configured the users OTG and installed java 6 update 14 and now the user is all set | [NAME]
2012-02-03 13:38:48 | 2012-02-03 17:03:27 | INC0014893 | 5 - Medium | Service Request | Closed |  | Coffee spill on machine | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-03 13:46:11 | 2554-01-02 00:00:00 | 2554-01-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-03-12 Shell swap has been performed and the machine has been renamed. The machine has been returned to the customer. | [NAME]
2012-02-03 13:47:08 | 2012-02-03 14:08:28 | INC0014895 | 5 - Medium | Service Request | Closed |  | Mass Lynx | [NAME], Jr. | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Configuration | False | system |  | [NAME] | 2012-02-03 13:58:41 | 2552-08-20 00:00:00 | 2552-08-20 00:00:00 | Mass Lynx | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-03-12 I have added the additional option to the customers install of Mass Lynx. | [NAME]
2012-02-03 13:59:05 | 2012-02-03 16:26:25 | INC0014896 | 5 - Medium | Service Request | Closed |  | Wireless and Audio Visual issues | [NAME] | Deskside - Gaithersburg | Laptop | Network | Wireless | Access Request | False | system |  | [NAME] | 2012-02-03 14:03:04 | 2550-09-03 00:00:00 | 2550-09-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-03-12 I have connected the customer's machine to the Medi wireless. I have also assisted the customer with getting the presentation up and running on the projector in the meeting room. | [NAME]
2012-02-03 14:14:27 | 2012-02-15 10:43:28 | INC0014898 | 5 - Medium | Service Request | Closed | Pending Customer | [NAME] | [NAME] | Executive Support | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | Stefon Elliott | 2012-02-06 16:36:31 | 3612-08-23 00:00:00 | 3612-08-23 00:00:00 | install app | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Computer was replaced. Spoke to [NAME], this can be closed. | [NAME]
2012-02-03 14:18:39 | 2012-02-03 14:28:05 | INC0014899 | 5 - Medium | Service Request | Closed |  | Users computer is constantly blue screening | [NAME] | [NAME] | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-03 14:28:05 | 2547-06-17 00:00:00 | 2547-06-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Did a break fix upgrade for the user and now the user is all set | [NAME]
2012-02-03 14:28:09 | 2012-02-03 14:30:22 | INC0014902 | 5 - Medium | Service Request | Closed |  | Fan error | [NAME] | [NAME] | Laptop | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-03 14:30:22 | 2545-11-24 00:00:00 | 2545-11-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Blew the fan out with compressed air and now the user is all set | [NAME]
2012-02-03 14:46:21 | 2012-02-03 16:41:36 | INC0014903 | 5 - Medium | Service Request | Closed |  | Request to remove users from the service now group | Karthikeyan Venkatesan | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Remove From Group | False | system |  | [NAME] | 2012-02-03 14:51:25 | 2542-11-28 00:00:00 | 2542-11-28 00:00:00 |  | 1-2 Users Affected | Karthikeyan Venkatesan | False | 0 | Solved (Permanently) | [NAME] and [NAME]  were removed from the CZ - Commercial Support resolver group as requested._x000D_ | [NAME]
2012-02-03 14:53:13 | 2012-02-03 16:35:34 | INC0014906 | 5 - Medium | Service Request | Closed |  | Request to remove user from service now group | Karthikeyan Venkatesan | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Remove From Group | False | system |  | [NAME] | 2012-02-03 14:57:34 | 2541-10-12 00:00:00 | 2541-10-12 00:00:00 |  | 1-2 Users Affected | Karthikeyan Venkatesan | False | 0 | Solved (Permanently) | [NAME] has been removed from the  CZ - G&A Support resolver group_x000D_ _x000D_ | [NAME]
2012-02-03 14:59:32 | 2012-02-03 15:12:19 | INC0014907 | 5 - Medium | Service Request | Closed |  | Install MS Project 2003 | [NAME] |  | Project 2003 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] |  | 2540-09-28 00:00:00 | 2540-09-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | MS Project 2003 has been installed. | [NAME]
2012-02-03 15:06:33 | 2012-02-06 16:50:31 | INC0014909 | 5 - Medium | Service Request | Closed |  | Request for the Database Team: Execut NuGenesis Discovery SQL | [NAME] | CZ - Database - Support | CI Not Found | Server/Data Center | Database/System | Access Request | False | system |  | Neeraj Masson | 2012-02-06 13:21:49 | 2657-11-13 00:00:00 | 2657-11-13 00:00:00 | Database Request | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Script ran against database and output sent to user | Neeraj Masson
2012-02-03 15:34:23 | 2012-02-03 16:41:36 | INC0014918 | 5 - Medium | Incident | Closed |  | Wireless Networks Disappeared | [NAME] | Service Desk | Wireless (Prod) | Network/Connectivity | Wireless | Access | False | system |  | [NAME] | 2012-02-03 15:37:02 | 2535-01-07 00:00:00 | 2535-01-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Wireless nic was disabled._x000D_ _x000D_ resolved | [NAME]
2012-02-03 15:44:38 | 2012-02-03 16:28:11 | INC0014921 | 5 - Medium | Incident | Closed |  | Excel selecting a lot of cells when she selects one cell | [NAME] | Service Desk | Excel 2003 | Applications | Business Applications | Performance | False | system |  | [NAME] | 2012-02-03 16:28:11 | 2533-05-02 00:00:00 | 2533-05-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Issue was resolved when selecting the middle mouse key. | [NAME]
2012-02-03 15:54:00 | 2012-02-06 08:28:16 | INC0014923 | 5 - Medium | Incident | Closed |  | Received multiple alerts from VCenter for servers powered off. | [NAME] | Intel Server Support | UTPRD0029 | Server/Data Center | Hardware | Access | False | system |  | Thuan Tran | 2012-02-03 16:05:22 | 2650-01-27 00:00:00 | 2650-01-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Alerts due to migration of servers and rebooting due to migrations and testing. | Thuan Tran
2012-02-03 16:05:03 |  | INC0014924 | 5 - Medium | Incident | Pending | Pending Part | Wireless SSID not detected in 55WWM | Nita Sureka | Network Level 2 | Wireless | Network/Connectivity | Wireless | Access | True | OkrasaL |  | Leszek Okrasa | 2012-02-03 16:10:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-03 16:11:57 | 2012-02-10 15:10:17 | INC0014925 | 5 - Medium | Incident | Closed |  | No Wireless connection in conference room | Abhishake Chhibber | Deskside - Gaithersburg | Wireless (Prod) | Network/Connectivity | Wireless | Access | False | system |  | [NAME] | 2012-02-09 12:38:15 | 3120-03-27 00:00:00 | 3120-03-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Re-installed the driver and resolved the issue | [NAME]
2012-02-03 16:15:30 |  | INC0014926 | 5 - Medium | Incident | Pending | Pending Customer | user not able to connect to internet after 9pm - daily | [NAME] | Service Desk | [NAME] | Network/Connectivity | Wired | Access | True | WeaverA |  | [NAME] | 2012-02-10 14:50:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-03 16:18:59 | 2012-02-09 13:28:36 | INC0014928 | 5 - Medium | Service Request | Closed |  | New Servers for SEP upgrade | [NAME] | Intel Server Support | Symantec End Point Protection (SEP) | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  | [NAME] | 2012-02-03 16:26:15 | 3000-10-20 00:00:00 | 3000-10-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | These servers have been created and joined to the infrastructure gold vlan (308)._x000D_ _x000D_ The host names are: ASPRD0046, ASPRD0047, ASPRD0048 and the IP address are: 10.15.8.38, 10.15.8.39, 10.15.8.40, respectively._x000D_ _x000D_ These servers have passed the Qualys security scan. | [NAME]
2012-02-03 16:23:29 |  | INC0014929 | 5 - Medium | Incident | Pending | Assigned External | Medimmune87(oracle clinical QAS) server not reachable - inconsistent | Neeraj Masson | Network Level 2 | MEDIMMUNE87 | Server/Data Center | Database/System | Access | True | [NAME] | 2903706 | [NAME] | 2012-02-15 13:04:55 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-03 16:30:23 |  | INC0014931 | 5 - Medium | Incident | Assigned |  | problems to connect to the building access | [NAME] | Network Level 2 | Security (Prod) | Hardware | i_peripheral | Fault/Error | True | DarU |  | [NAME] | 2012-02-05 18:59:46 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-03 16:36:32 | 2012-02-03 17:00:43 | INC0014932 | 5 - Medium | Service Request | Closed |  | Endnote install request | [NAME] | [NAME] | CI Not Found | Applications | Business Applications | Software Install | False | system |  | [NAME] | 2012-02-03 17:00:43 | 2524-10-22 00:00:00 | 2524-10-22 00:00:00 | End Note X1 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed endnote for the user and now the user is all set | [NAME]
2012-02-03 16:37:41 | 2012-02-09 13:26:05 | INC0014934 | 5 - Medium | Service Request | Closed |  | Need new server for automation | [NAME] | Intel Server Support | Other | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  | [NAME] | 2012-02-03 16:41:38 | 2997-09-23 00:00:00 | 2997-09-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This server has been created and joined to the management vlan (548).  The host name is: UTPRD0034 and the IP address is: 10.15.248.84._x000D_ _x000D_ The host has passed the Qualys security scan. | [NAME]
2012-02-03 16:55:43 | 2012-02-03 17:02:12 | INC0014945 | 5 - Medium | Service Request | Closed |  | Issues with OTG | Sophia Levitskaya | Deskside - Gaithersburg | Internet Explorer 7 | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-03 16:57:38 | 2521-08-28 00:00:00 | 2521-08-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-03-12 I have removed the Juniper client and installed the latest version at the OTG logon. This has resolved the issue the customer was having. The customer can now login to OTG. | [NAME]
2012-02-03 17:02:56 | 2012-02-06 11:13:20 | [NAME] | 5 - Medium | Incident | Closed |  | problems to connect to the building access | [NAME] | Network Level 2 | Security (Prod) | Hardware | i_peripheral | Fault/Error | False | system |  | [NAME] | 2012-02-05 19:00:04 | 2638-10-01 00:00:00 | 2638-10-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | This is a duplicate ticket. See ticket #INC0014931 for future work info updates. | [NAME]
2012-02-03 17:06:10 |  | INC0014951 | 5 - Medium | Incident | Pending | Pending Part | Wireless to be configured | [NAME] | Network Level 2 | Wireless (Prod) | Network/Connectivity | Wireless | Fault/Error | True | OkrasaL |  | Leszek Okrasa | 2012-02-03 17:09:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-03 18:19:26 | 2012-02-06 12:00:03 | INC0014962 | 5 - Medium | Service Request | Closed |  | Add members to CZ-RD-Support group | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | General | Access | False | system |  | [NAME] | 2012-02-03 18:21:13 | 2626-03-08 00:00:00 | 2626-03-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The  folks below have been added to the R&D support group as requested_x000D_ Sambath Chung_x000D_ [NAME] Ehlman_x000D_ [NAME] Westcott_x000D_ [NAME]_ | [NAME]
2012-02-04 08:17:23 | 2012-02-04 19:14:37 | INC0015025 | 2 - Severe Outage | Incident | Closed |  | [NAME] | [NAME] | Exchange Server Support | BMS (Prod) | Network/Connectivity | Wired | Outage | False | system |  | [NAME] | 2012-02-04 08:43:24 | 2491-05-20 00:00:00 | 2491-05-20 00:00:00 |  | 21 to 100 Users Affected | [NAME] | False | 1 | Solved (Permanently) | BMS system was setup to use "relay.medimmune.com" This is not working at the minute as the two bridgehead servers in the send connector (from 2003 – 2010) are currently down for maintenance and should be back up within the hour.In the mean time I am trying to see if I can add some US servers as bridgeheads on this connector.All the emails that were send via relay.medimmune.com and this connector are currently queued and will be delivered as soon as this is resolved. _x000D_ _x000D_ Online servers in the US added to the Bridgehead Server connector._x000D_ _x000D_ [NAME] resolved._x000D_ _x000D_ UK Servers brought back online following a NetApp Storage upgrade._x000D_ | [NAME]
2012-02-04 13:30:49 | 2012-02-04 14:29:56 | INC0015027 | 5 - Medium | Incident | Closed | Pending Customer | user not able to login to Outlook | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] |  | 2491-05-20 00:00:00 | 2491-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Password Reset competed sent via email to Manager | [NAME]
2012-02-04 13:43:26 | 2012-02-04 14:01:34 | INC0015028 | 5 - Medium | Service Request | Closed |  | User Request we install Lync | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] |  | 2491-05-20 00:00:00 | 2491-05-20 00:00:00 | Lync | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) |  | [NAME]
2012-02-04 15:01:34 | 2012-02-04 19:12:32 | INC0015029 | 4 - High | Service Request | Closed |  | Make me the owner of the IT Support mailbox and reset the password | [NAME] | Exchange Server Support | Exchange 2010 | Applications | Outlook | Access Request | False | system |  | [NAME] | 2012-02-04 19:02:53 | 2491-05-20 00:00:00 | 2491-05-20 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Added the user to the mailbox. The account is disabled nad does not require the password to be set._x000D_ With [NAME] access permissions the user can open the mailbox and do what is needed. | [NAME]
2012-02-04 15:53:35 | 2012-02-15 10:47:18 | INC0015030 | 5 - Medium | Service Request | Closed | Pending Customer | Outlook not loading in offline mode | [NAME] | Executive Gold - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | Stefon Elliott | 2012-02-04 17:36:51 | 3555-11-18 00:00:00 | 3555-11-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | We have addressed this issue but we will be replacing the laptop again. We will make sure everything is working properly and work from the new pc ticket. | [NAME]
2012-02-04 18:27:39 | 2012-02-07 10:22:38 | INC0015032 | 4 - High | Service Request | Closed |  | User is Requesting a Doc that is on E:\ drive | [NAME] | Storage Restore Team | Excel 2003 | Applications | OS | Software Install | False | system |  | [NAME] | 2012-02-04 19:44:34 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Not Solved | Although the first file was salvaged, the second was not available on backups | [NAME]
2012-02-04 20:15:01 | 2012-02-04 20:30:30 | INC0015034 | 5 - Medium | Service Request | Closed |  | Would like to extend sleep mode time out on laptop (power scheme) | [NAME] | Service Desk | Laptop | Applications | OS | How To | False | system |  |  |  | 2491-05-20 00:00:00 | 2491-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | -was able to webex with EU and change power scheme with EU preference_x000D_ -control panel >display settings > screen saver > monitor power > power schemes | [NAME]
2012-02-04 22:45:50 | 2012-02-04 23:05:18 | INC0015036 | 5 - Medium | Service Request | Closed |  | User unable to connect wirelss from home | [NAME] | Service Desk | Wireless | Network | Wireless | How To | False | system |  | [NAME] | 2012-02-04 23:05:18 | 2846-03-20 00:00:00 | 2846-03-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Advised user to run ipconfig.   Advised user to locate and turn on wireless switch.  User was able to see and connect to networks. | [NAME]
2012-02-04 23:15:56 | 2012-02-06 11:16:05 | INC0015037 | 5 - Medium | Incident | Closed |  | Sharepoint is down | DawnAmber Straughn | CZ - Collaboration & BI - Support | Sharepoint (Prod) | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-05 01:53:00 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Sharepoint came back up and running fine after the scheduled maintenance window. | [NAME]
2012-02-05 02:06:43 | 2012-02-06 09:26:09 | INC0015038 | 5 - Medium | Service Request | Closed |  | User Account is expired | [NAME] | Accounts Administration | ADM (Prod) | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-05 03:23:02 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | ______________________________________________x000D_ From: [NAME], [NAME] _x000D_ Sent: Monday, February 06, 2012 9:13 AM_x000D_ To: Kelly, Pauline_x000D_ Subject: RE: Expired accounts, INC0015041, INC0015038_x000D_ _x000D_ I approve this mail_x000D_ _x000D_ [NAME] Pinnington_x000D_ _x000D_ Account extended as per manager's approval email_x000D_ | [NAME]
2012-02-05 06:22:16 | 2012-02-06 09:22:19 | INC0015041 | 5 - Medium | Service Request | Closed |  | User account expired | [NAME] | Accounts Administration | ADM (Prod) | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-05 06:28:39 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended account as per manager's approval email - see worklog | [NAME]
2012-02-05 08:56:43 | 2012-02-06 05:25:41 | INC0015043 | 1 - Critical Outage | Incident | Closed |  | Exchange server | [NAME] | Exchange Server Support | 3.5 VM Cluster (SBY) | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-05 09:06:56 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | A storage capacity problem was identified which affected application performance. The Exchange Support team created additional space in the storage area which enabled e-mail delivery to resume. Problem Management will investigate the status of storage monitoring. _x000D_ | [NAME]
2012-02-05 10:01:52 | 2012-02-05 11:48:25 | INC0015044 | 5 - Medium | Service Request | Closed |  | needs to print from home computer | [NAME] | Service Desk | Printer | Printing | Hardware | Configuration | False | system |  | [NAME] | 2012-02-05 10:46:21 | 2491-05-20 00:00:00 | 2491-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | See notes_x000D_ | [NAME]
2012-02-05 11:48:30 | 2012-02-09 09:41:59 | INC0015045 | 4 - High | Incident | Closed | Pending Customer | Duplicate Meetings in iPad calendar | [NAME] | CZ - Commercial - Support | iPad | Applications | Mobile Applications | Error/Bug | False | system | NA | [NAME] | 2012-02-08 10:37:46 | 2964-06-29 00:00:00 | 2964-06-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Work Around) | Forwarded to Exchange | [NAME]
2012-02-05 11:59:30 | 2012-02-06 08:29:59 | INC0015046 | 5 - Medium | Incident | Closed |  | Active directory alerts | [NAME] | Intel Server Support | AD (Active Directory) Account | Applications | Business Applications | Fault/Error | False | system |  |  | 2012-02-05 12:03:48 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Alerts due to Netapp work being done in Cambridge, which this VM lives on.  So the VM was brought down.  RDP into the server this morning. | Thuan Tran
2012-02-05 16:26:42 | 2012-02-05 16:41:40 | INC0015047 | 5 - Medium | Service Request | Closed | Pending Customer | User needs help installing printer drivers | [NAME] | Service Desk | Printer | Printing | Application | Configuration | False | system |  | [NAME] |  | 2491-05-20 00:00:00 | 2491-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I was able to remote in to complete setup for printer drivers with my ops account via gotoassist (meditech3)_x000D_ | [NAME]
2012-02-05 17:05:15 | 2012-02-15 10:45:56 | INC0015048 | 5 - Medium | Service Request | Closed | Pending Customer | User would like a printer added to device (New Image on device) | [NAME] | Executive Gold - Gaithersburg | Printer | Hardware | Peripheral | Configuration | False | system |  | Stefon Elliott | 2012-02-05 17:49:18 | 3555-11-18 00:00:00 | 3555-11-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Installed home printer on Friday. | [NAME]
2012-02-05 17:12:22 |  | INC0015050 | 5 - Medium | Service Request | In Progress | Pending Customer | User needs [NAME] and EZbuy links added to all programs folder. | [NAME] | Service Desk | Windows XP | Applications | OS | Configuration | True | LockS |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-05 22:29:23 | 2012-02-17 08:24:59 | INC0015053 | 5 - Medium | Service Request | Resolved |  | User needs grid pin number | Hema Srinivasan | Accounts Administration | CI Not Found | Account Admin | Reset | Position | True | StilesH |  | [NAME] | 2012-02-13 04:54:43 | 00:00:00 |  | [NAME] | 1-2 Users Affected | [NAME] | False | 2 | Solved (Work Around) | Had [NAME] log on as Hema on the domain then [NAME] was able to access Grid Guard, get logged on then change the password.  You can't access grid guard or domain if the account is checked change password at next logon. | [NAME]
2012-02-06 00:17:07 | 2012-02-06 22:13:04 | INC0015055 | 6 - Low | Incident | Closed |  | Monitoring Ticket for Enterprise operations | [NAME] | CZ - Collaboration & BI - Support | Aegis (Dev) | Applications | Business Applications | Fault/Error | False | system |  | Sridharan Balasubramanian | 2012-02-06 22:10:03 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | REsolved | [NAME]
2012-02-06 00:54:03 | 2012-02-06 22:12:24 | INC0015058 | 6 - Low | Incident | Closed |  | Monitoring TickEt Enterprise Operations | [NAME] | CZ - Enterprise Application - Support | Aegis (Prod) | Applications | Business Applications | Fault/Error | False | system |  | Sridharan Balasubramanian | 2012-02-06 00:57:37 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolved | [NAME]
2012-02-06 00:59:21 | 2012-02-06 21:21:51 | INC0015059 | 6 - Low | Incident | Closed |  | Monitoring Tickets for G & A | [NAME] | CZ - G&A - Support | Insight | Applications | Business Applications | Fault/Error | False | system |  | Amit Sahoo | 2012-02-06 01:01:55 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Monitored the applications and the applications are up and running fine. | Amit Sahoo
2012-02-06 01:03:00 | 2012-02-06 22:11:34 | INC0015060 | 6 - Low | Incident | Closed |  | Monitoring Tickets for C n R | [NAME] | CZ - Clinical & Regulatory - Support | CoreDossier (Prod) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-06 01:07:04 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolved | [NAME]
2012-02-06 01:25:49 | 2012-02-06 10:05:52 | INC0015063 | 1 - Critical Outage | Incident | Closed |  | Server is down (SBYMAS306) | [NAME] | Intel Server Support | eCTD Viewer (Prod) | Server/Data Center | Hardware | Outage | False | system |  | Thuan Tran | 2012-02-06 01:32:07 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 | server | 101 or more Users Affected | [NAME] | False | 0 | Solved (Permanently) | Rebooted SBYMAS306 per [NAME] and Moses Reddy.  That addressed the application issue. | Thuan Tran
2012-02-06 01:59:43 | 2012-02-06 08:10:08 | INC0015065 | 5 - Medium | Service Request | Closed |  | Windows log in is expired. | [NAME] | Accounts Administration | ADM (Prod) | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-06 02:07:31 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Request resolved by another support team. | [NAME]
2012-02-06 02:19:36 | 2012-02-06 07:07:41 | INC0015067 | 5 - Medium | Incident | Closed |  | Movement of older IIS Logs from SBYMAS 106 portal server to shared drive | Srinam Misra | CZ - Collaboration & BI - Support | SBYMAS106 | Applications | COTS | Performance | False | system |  | Srinam Misra | 2012-02-06 02:25:36 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | Srinam Misra | False | 0 | Solved (Permanently) | All older IIS Logs from primary portal server SBYMAS106 have been moved and now free space in C Drive is more than 10 GB. | Srinam Misra
2012-02-06 02:26:17 | 2012-02-07 01:45:10 | INC0015068 | 5 - Medium | Incident | Closed |  | Creation of Weekly Oracle WCI Analytics Metrics | Srinam Misra | CZ - Collaboration & BI - Support | SBYMAS106 | Applications | COTS | Access | False | system |  | Srinam Misra | 2012-02-06 02:35:20 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | Srinam Misra | False | 0 | Solved (Permanently) | The two weekly reports have been created using ORacle WCI Analytics and mailed to [NAME]. I am resolving this ticket as of now as all work has been completed on this ticket. | Srinam Misra
2012-02-06 02:37:50 | 2012-02-07 01:32:03 | INC0015069 | 5 - Medium | Incident | Closed |  | Display Name of user [NAME] incorrect in MediZone | Srinam Misra | CZ - Collaboration & BI - Support | SBYMAS106 | Applications | COTS | Access | False | system |  | Srinam Misra | 2012-02-06 02:39:54 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | Srinam Misra | False | 0 | Solved (Permanently) | Display name of user has been corrected now and is displaying correctly in MediZone profile page. | Srinam Misra
2012-02-06 03:47:20 | 2012-02-06 07:11:30 | INC0015071 | 5 - Medium | Incident | Closed |  | D Drive in SBYMAS 107 having low space | Srinam Misra | CZ - Collaboration & BI - Support | SBYMAS107 | Other | Other | Other | False | system |  | Srinam Misra | 2012-02-06 03:49:12 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | Srinam Misra | False | 0 | Solved (Permanently) | All older PTSPY Log files have been deleted now and there is more than 20 GB space on SBYMAS107 server_x000D_ _x000D_ From: Misra, Srinam _x000D_ Sent: Monday, February 06, 2012 3:47 AM_x000D_ To: 'CognizantApplicationSupportDesk'; govindasamyr_x000D_ Subject: RE: Space in D: drive of SBYMAS107 is over 90% full_x000D_ _x000D_ Hi All,_x000D_ _x000D_ I have resolved the issue and now logs are occupying less space. The D Drive currently has about 20 GB of free space._x000D_ _x000D_ Regards,_x000D_ Sri._x000D_ _x000D_ Srinam Misra_x000D_ _x000D_ | Srinam Misra
2012-02-06 03:54:00 | 2012-02-08 17:55:55 | INC0015072 | 5 - Medium | Service Request | Closed |  | User needs server medimmune 118 backed up | Sumitra ChellappanPillai | Service Desk | MEDIMMUNE118 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  |  | 2012-02-08 17:37:27 | 2846-03-20 00:00:00 | 2846-03-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Storage Restore Team says the backup is complete. | [NAME]
2012-02-06 04:02:50 | 2012-02-06 04:11:04 | INC0015073 | 5 - Medium | Service Request | Closed |  | Locked out of network account | DawnAmber Straughn | Service Desk | Windows XP | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-06 04:11:04 | 2846-03-20 00:00:00 | 2846-03-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Within AD found user account and unclocked it.  User confirmed her account was unlocked. | [NAME]
2012-02-06 05:41:27 | 2012-02-13 12:41:20 | INC0015075 | 5 - Medium | Service Request | Pending | Assigned External | AZ GCS System access | [NAME] | Service Desk | AZ - Contract Manager (N/A) | Account Admin | New | Access | True | LuccaM | AZ | [NAME] | 2012-02-13 13:51:03 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | handled by AZ. | [NAME]
2012-02-06 05:54:29 |  | INC0015076 | 5 - Medium | Service Request | Assigned |  | AZ GCS systems access [NAME] thompson | [NAME] | AZA - Lite Requests | AZ - Contract Manager (N/A) | Other | Other | Other | True | rn403 |  | Asheesh Chhabra | 2012-02-06 05:58:52 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-06 05:58:59 |  | INC0015077 | 5 - Medium | Service Request | Pending | Pending Customer | AZ GCS system access for [NAME] | [NAME] | Service Desk | AZ - Contract Manager (N/A) | Account Admin | New | Account | True | al220 | none | [NAME] | 2012-02-14 11:30:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3
2012-02-06 06:50:04 | 2012-02-06 13:13:24 | INC0015078 | 5 - Medium | Service Request | Closed | Pending Customer | User is unable to connect wireless | [NAME] | Deskside - Gaithersburg | Wireless | Network | Wireless | Access Request | False | system |  | [NAME] | 2012-02-06 09:39:10 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Re-configed  the wireless profile and resolved the issue | [NAME]
2012-02-06 07:21:29 | 2012-02-06 10:43:37 | INC0015080 | 5 - Medium | Incident | Closed |  | Needs employee ID updated for Lutfat Rahaman | SreeLakshmi Tallam | Accounts Administration | CI Not Found | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-06 10:28:21 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 | Employee Id Updated in Active Directory | 1-2 Users Affected | Stephanie Hightower | False | 3 | Solved (Permanently) | Changed the employee number. | [NAME]
2012-02-06 07:54:37 | 2012-02-07 09:34:14 | INC0015082 | 5 - Medium | Incident | Closed |  | Service desk cannot get to https://guestwireless to reset the guest wireless pw | [NAME] | Network Level 2 | Wireless (Prod) | Network/Connectivity | Wireless | Access | False | system |  | [NAME] | 2012-02-06 08:05:02 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 0 | Solved (Permanently) | all [NAME] WLC password are reset and working fine. | [NAME]
2012-02-06 08:11:25 |  | INC0015083 | 5 - Medium | Service Request | In Progress |  | port problem with e-copy printer | Lester Millar | Deskside - Gaithersburg | CI Not Found | Other | Other | Other | True | SuttonJo |  | [NAME] | 2012-02-15 09:33:23 | 00:00:00 |  | port problem | 1-2 Users Affected | [NAME] | False | 3
2012-02-06 08:15:15 | 2012-02-16 08:14:47 | INC0015085 | 5 - Medium | Service Request | Resolved | Assigned External | Duplicate email addresses | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Remove | Account | True | TorrenceA | UK CAT Helpdesk | [NAME] | 2012-02-09 14:08:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Not Solved (3 Strike) | UK support has not been responsive. | [NAME]
2012-02-06 08:18:05 | 2012-02-06 09:04:07 | INC0015086 | 5 - Medium | Service Request | Closed |  | Expired Account for Contractor | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-06 08:20:17 | 2606-09-10 00:00:00 | 2606-09-10 00:00:00 | Account Expiration | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account extended until May 7th, 2012 | [NAME]
2012-02-06 08:20:29 | 2012-02-06 10:36:33 | INC0015087 | 5 - Medium | Service Request | Closed | Pending Customer | Account Expiration - Request for Extension | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-06 09:13:35 | 2606-04-19 00:00:00 | 2606-04-19 00:00:00 | Expired Temp Account | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Changed account status to reflect her FTE. | [NAME]
2012-02-06 08:21:44 | 2012-02-06 15:18:50 | INC0015088 | 5 - Medium | Incident | Closed |  | Pls update [NAME]'s employee # in active directory | SreeLakshmi Tallam | Accounts Administration | CI Not Found | Account Admin | General | General | False | system |  | [NAME] | 2012-02-06 08:27:34 | 2606-02-03 00:00:00 | 2606-02-03 00:00:00 | Active directory update | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Updated the employee number in AD. | [NAME]
2012-02-06 08:22:16 | 2012-02-06 08:47:13 | INC0015090 | 5 - Medium | Service Request | Closed |  | User cannot log into computer | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-06 08:47:13 | 2606-01-02 00:00:00 | 2606-01-02 00:00:00 | Domain | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reset users password successfully - see work notes for further details. | [NAME]
2012-02-06 08:23:45 | 2012-02-06 13:53:01 | INC0015091 | 5 - Medium | Service Request | Closed |  | battery on laptop doesn't charge | [NAME] | Deskside - Frederick | Battery | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-06 08:28:03 | 2605-10-05 00:00:00 | 2605-10-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | New battery installed into system. Faulty battery removed and disposed of. | [NAME]
2012-02-06 08:25:14 | 2012-02-07 09:42:50 | INC0015093 | 5 - Medium | Incident | Closed |  | Desk phone requests username and pin | [NAME] | Voice | CI Not Found | Telephony | [NAME] | Fault/Error | False | system |  | [NAME] | 2012-02-06 08:34:51 | 2723-10-18 00:00:00 | 2723-10-18 00:00:00 | Telephone | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Issue resolved.  User was able to bypass the login screen by pressing the exit button. | [NAME]
2012-02-06 08:28:06 | 2012-02-06 09:49:53 | INC0015094 | 5 - Medium | Incident | Closed |  | 15063 - P1 ticket that did not send an email to MIM | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Incident | Fault/Error | False | system |  | [NAME] | 2012-02-06 08:30:11 | 2605-01-17 00:00:00 | 2605-01-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | The current business rule that fires off the MIM notification looks for new incidents that have a sev 1, 2 or 3 value.  This incident was created as a sev 5 and then raised to a 1.  As a result, the business rule did not catch it.  i will work with [NAME] during today's call to update the rule to allow it to catch upgraded incidents. | [NAME]
2012-02-06 08:33:26 | 2012-02-06 09:57:38 | INC0015095 | 5 - Medium | Service Request | Closed | Pending Customer | Account Expired | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | Rankit Thakkar | 2012-02-06 08:38:40 | 2604-03-03 00:00:00 | 2604-03-03 00:00:00 | Account Admin | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account extended per Email from [NAME]. | Rankit Thakkar
2012-02-06 08:34:24 | 2012-02-06 09:01:31 | INC0015096 | 5 - Medium | Service Request | Closed |  | Contrator Account Has Expired | Robyn Greczek | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | Rankit Thakkar | 2012-02-06 08:36:21 | 2604-01-05 00:00:00 | 2604-01-05 00:00:00 | Account Expiration | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account Extended till May 3, 2012. | Rankit Thakkar
2012-02-06 08:35:08 | 2012-02-06 09:46:34 | INC0015098 | 5 - Medium | Service Request | Closed |  | Account Expiration - Request for Extension | [NAME] | Service Desk | CI Not Found | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-06 08:40:13 | 2603-11-22 00:00:00 | 2603-11-22 00:00:00 | Expired Account | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Duplicate to INC0015095_x000D_ _x000D_ Already sent with manager's approval. | [NAME]
2012-02-06 08:36:19 | 2012-02-06 12:07:17 | INC0015099 | 5 - Medium | Incident | Closed |  | [NAME] unable to access ServiceNow | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Incident | Access | False | system |  | [NAME] | 2012-02-06 08:40:48 | 2603-09-12 00:00:00 | 2603-09-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] has been assigned to all Desk Side, Field Sales, Executive Support and iTech Queues.  [NAME] confirmed access to the resolver groups._x000D_  _x000D_ _x000D_ | [NAME]
2012-02-06 08:37:28 | 2012-02-06 11:52:14 | INC0015100 | 5 - Medium | Incident | Closed |  | Monitor on the 4th floor of OMW is not functioning. | [NAME] | Deskside - Gaithersburg | CI Not Found | Other | Other | Other | False | system |  | [NAME] | 2012-02-06 08:44:26 | 2603-07-05 00:00:00 | 2603-07-05 00:00:00 | Monitors in the hallway | 1-2 Users Affected | Stephanie Hightower | False | 1 | Solved (Permanently) | Informed the AV team regarding the issue | [NAME]
2012-02-06 08:39:22 | 2012-02-09 12:00:28 | INC0015102 | 5 - Medium | Incident | Closed |  | Computer Shuts Down Unexpectedly | [NAME] | Deskside - Frederick | Laptop | Hardware | Computer | Performance | False | system |  | [NAME] | 2012-02-06 08:42:10 | 2958-01-10 00:00:00 | 2958-01-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Switched out computer due to hardware issues. | [NAME]
2012-02-06 08:42:12 | 2012-02-07 11:56:38 | INC0015105 | 5 - Medium | Incident | Closed |  | [NAME]'s autoforward isn't working | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-06 08:59:28 | 2721-01-03 00:00:00 | 2721-01-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] cancelling the appointment, claiming she found the problems | [NAME]
2012-02-06 08:43:20 | 2012-02-06 08:44:30 | INC0015106 | 5 - Medium | Incident | Closed |  | Can't connect using [NAME] | [NAME] |  | Laptop | Network/Connectivity | Wireless | Access | False | system |  | [NAME] |  | 2602-07-18 00:00:00 | 2602-07-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Connected to Smart-Devices | [NAME]
2012-02-06 08:43:45 | 2012-02-06 09:13:23 | INC0015107 | 5 - Medium | Service Request | Closed |  | Account Expired | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Account | False | system |  | Rankit Thakkar | 2012-02-06 08:48:28 | 2602-06-23 00:00:00 | 2602-06-23 00:00:00 | Accounts [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolved. | Rankit Thakkar
2012-02-06 08:45:57 | 2012-02-06 10:07:05 | INC0015108 | 5 - Medium | Service Request | Closed |  | Contractor account extended | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-06 08:47:23 | 2602-02-11 00:00:00 | 2602-02-11 00:00:00 | Account Expiration | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | From: [NAME], [NAME] _x000D_ Sent: Monday, February 06, 2012 9:45 AM_x000D_ To: Kelly, Pauline_x000D_ Subject: RE: Account status for [NAME] - INC0015108_x000D_ _x000D_ I approve the account extension for [NAME]_ _x000D_ [NAME] Tucker_x000D_ _x000D_ _x000D_ _x000D_ Account extended until May 3,2012 per Manager's approval | [NAME]
2012-02-06 08:46:43 | 2012-02-06 11:12:21 | INC0015109 | 5 - Medium | Service Request | Closed |  | H: Drive Access | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Home Folder | False | system |  | Rankit Thakkar | 2012-02-06 10:31:56 | 2601-12-27 00:00:00 | 2601-12-27 00:00:00 | Remapp H: Drive | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | Granted user (XuXi) Modify Permissions to her Home Folder. | Rankit Thakkar
2012-02-06 08:49:22 | 2012-02-06 15:20:38 | INC0015110 | 5 - Medium | Service Request | Closed |  | Account Expired | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-06 08:52:24 | 2601-07-21 00:00:00 | 2601-07-21 00:00:00 | Accounts [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended the account. | [NAME]
2012-02-06 08:49:24 | 2012-02-06 09:02:39 | INC0015111 | 5 - Medium | Incident | Closed |  | Forgot password for eLMS | [NAME] | Service Desk | Elements | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-06 08:54:10 | 2601-07-19 00:00:00 | 2601-07-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | - I advised user that the log in is the same as his Network login_x000D_ - User confirmed he was able to log in now. | [NAME]
2012-02-06 08:51:23 | 2012-02-06 11:03:50 | INC0015112 | 5 - Medium | Service Request | Closed |  | Requesting health check of pc, aircard etc | [NAME] | Executive Gold - Gaithersburg | Laptop | Other | Other | Other | False | system |  | [NAME] | 2012-02-06 08:54:32 | 2601-03-22 00:00:00 | 2601-03-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Stopped up to see user. Paired bluetooth headset with iPhone. Tested Mifi. Aircard works with international. Called Rivermine to confirm internation plan on mifi device, added international to mifi. | [NAME]
2012-02-06 08:54:14 | 2012-02-06 13:14:45 | INC0015114 | 5 - Medium | Service Request | Closed |  | Phone number issue in the GAL | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-06 09:01:03 | 2600-10-02 00:00:00 | 2600-10-02 00:00:00 | Account Adminstration | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Called user and confirm his phone number has been updated, he also updated his greeting. | [NAME]
2012-02-06 08:56:09 | 2012-02-06 09:04:47 | INC0015115 | 5 - Medium | Service Request | Closed |  | doesn't have access to marketing drive | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  | [NAME] |  | 2600-06-09 00:00:00 | 2600-06-09 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | See Work Log | [NAME]
2012-02-06 08:57:12 | 2012-02-06 09:00:47 | INC0015116 | 5 - Medium | Incident | Closed |  | Not able to log in to eLMS with password | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Access | False | system |  | Stephanie Hightower | 2012-02-06 09:00:46 | 2600-04-07 00:00:00 | 2600-04-07 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Informed customer that you now log in to eLMS using the network login and password_x000D_ he was able to get logged in. | Stephanie Hightower
2012-02-06 08:59:10 | 2012-02-06 09:12:32 | INC0015117 | 5 - Medium | Service Request | Closed |  | Contractor Account Expired | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Account | False | system |  | Rankit Thakkar | 2012-02-06 09:01:02 | 2599-12-10 00:00:00 | 2599-12-10 00:00:00 | Account Expiration | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Duplicate Ticket. Please refer to Ticket - INC0015095 for updates. | Rankit Thakkar
2012-02-06 09:00:58 | 2012-02-06 09:03:40 | INC0015118 | 5 - Medium | Service Request | Closed |  | IE explorer not opening correctly | [NAME] | Service Desk | Internet Explorer 7 | Applications | Business Applications | How To | False | system |  | [NAME] | 2012-02-06 09:03:22 | 2599-08-24 00:00:00 | 2599-08-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | See Work Log | [NAME]
2012-02-06 09:01:03 | 2012-02-16 21:39:21 | INC0015119 | 5 - Medium | Incident | Resolved | Pending Part | Unable to log into Insight | [NAME] | CZ - G&A - Support | Insight | Applications | Business Applications | Access | True | KrishnarajS |  | Amit Sahoo | 2012-02-06 09:26:46 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | The user now is able to log into Insight. With the confirmation mail from the client, closing the ticket | [NAME]
2012-02-06 09:02:17 | 2012-02-09 16:13:23 | INC0015120 | 5 - Medium | Service Request | Closed | Assigned External | Backup Image of Medimmune118 due to upgrade. | Sumitra ChellappanPillai |  | MEDIMMUNE118 | Server/Data Center | Hardware | Configuration | False | system | 2980760 | [NAME] |  | 2954-04-06 00:00:00 | 2954-04-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Ticket was resolved internally. Emailed IBM to close ticket. Ticket was 15072 | [NAME]
2012-02-06 09:11:15 | 2012-02-06 14:19:21 | INC0015122 | 4 - High | Incident | Closed |  | Blackberry not getting any Service. | [NAME] | Executive Support | Blackberry | Network/Connectivity | Wireless | Performance | False | system |  | Stefon Elliott | 2012-02-06 09:15:39 | 2597-12-15 00:00:00 | 2597-12-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | After user power cycle the device, i can confirm that the device is now working. Closing ticket. | Stefon Elliott
2012-02-06 09:15:42 | 2012-02-07 14:32:47 | INC0015123 | 5 - Medium | Service Request | Closed |  | dvi chord reques | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-06 09:20:42 | 2715-07-04 00:00:00 | 2715-07-04 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Issued the DVI cord | [NAME]
2012-02-06 09:17:00 | 2012-02-10 14:40:34 | INC0015124 | 5 - Medium | Service Request | Closed |  | Give the service desk agents the ability to send as the IT Support mailbox | [NAME] | Accounts Administration | Exchange 2010 | Account Admin | Modify | Mailbox | False | system |  | [NAME] | 2012-02-06 09:19:55 | 3070-02-14 00:00:00 | 3070-02-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The IS-Service Desk group has been granted Full Access and Send As permissions on the IT Support Mailbox. | [NAME]
2012-02-06 09:17:46 | 2012-02-07 10:51:29 | INC0015125 | 5 - Medium | Service Request | Closed |  | Old laptop in lab that needs Office installed | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | Case Dykstra | 2012-02-06 09:32:30 | 2715-03-02 00:00:00 | 2715-03-02 00:00:00 | Office Install | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | cd-machine is out of service/unassigned dell. Pulling machine, having user request assigned machine for purpose | Case Dykstra
2012-02-06 09:22:14 | 2012-02-06 11:33:15 | INC0015127 | 5 - Medium | Service Request | Closed |  | Account Expired | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-06 10:20:15 | 2596-02-25 00:00:00 | 2596-02-25 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Account extended per manager's request | [NAME]
2012-02-06 09:22:39 | 2012-02-08 07:22:21 | INC0015128 | 5 - Medium | Incident | Closed |  | Low Disk Space C: Drive - FREDDRVM112 | Pramod [NAME] | Intel Server Support | FREDDRVM112 | Server/Data Center | Database/System | Performance | False | system |  | [NAME] | 2012-02-06 09:24:10 | 2832-08-21 00:00:00 | 2832-08-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | server is to be decommissioned | [NAME]
2012-02-06 09:23:48 | 2012-02-07 00:36:29 | INC0015129 | 5 - Medium | Incident | Closed |  | Computer having problems | Kimberly Jeffries | Network Level 2 | Desktop | Hardware | Computer | Performance | False | system |  | [NAME] | 2012-02-06 09:52:12 | 2714-03-05 00:00:00 | 2714-03-05 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 2 | Solved (Work Around) | Reset TCP/IP stack in Windows OS. Did not appear to be network related but an OS issue affecting the network adapter. | [NAME]
2012-02-06 09:26:42 | 2012-02-06 11:42:29 | INC0015132 | 5 - Medium | Incident | Closed |  | Not able to connect mediummune network - account disabled | [NAME] | Accounts Administration | Internet Explorer 6 | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-06 09:40:33 | 2595-06-02 00:00:00 | 2595-06-02 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 1 | Solved (Permanently) | Enabled account and extended to the final date. | [NAME]
2012-02-06 09:26:57 | 2012-02-06 09:42:35 | INC0015133 | 5 - Medium | Incident | Closed |  | No access to H: Drive. | [NAME] |  | CI Not Found | Account Admin | General | Fault/Error | False | system |  | [NAME] |  | 2595-05-18 00:00:00 | 2595-05-18 00:00:00 | H drive | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Had the user re-map their home folder. User Confirmed that the map was successful. | [NAME]
2012-02-06 09:27:12 | 2012-02-07 14:35:05 | INC0015135 | 5 - Medium | Service Request | Closed |  | Wireless access | Sridhar Pennathur | Deskside - Gaithersburg | Wireless (Prod) | Network | Wireless | Access Request | False | system |  | [NAME] | 2012-02-06 09:49:02 | 2713-08-13 00:00:00 | 2713-08-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Re-configured the wireless configuration and resolved the issue | [NAME]
2012-02-06 09:29:23 | 2012-02-06 10:46:49 | INC0015137 | 4 - High | Service Request | Closed |  | user does not have access the network | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-06 09:36:55 | 2594-12-23 00:00:00 | 2594-12-23 00:00:00 | Account admin | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] network account has been extended until May 4, 2012. | [NAME]
2012-02-06 09:31:42 | 2012-02-06 10:35:06 | [NAME] | 5 - Medium | Incident | Closed |  | Unable to open hyperlinks in outlook. | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-06 10:35:06 | 2594-08-06 00:00:00 | 2594-08-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | set IE as default. resolved. | [NAME]
2012-02-06 09:32:41 | 2012-02-06 10:32:24 | INC0015139 | 5 - Medium | Service Request | Closed | Pending Customer | Unable to login to OnTheGo | [NAME] | Service Desk | OnTheGo | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-06 09:41:49 | 2594-06-08 00:00:00 | 2594-06-08 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 1 | Not Solved (3 Strike) | User will be returning next Monday - February 13, 2012 | [NAME]
2012-02-06 09:35:51 | 2012-02-06 11:25:30 | INC0015140 | 5 - Medium | Incident | Closed |  | Server disk space low | [NAME] | Intel Server Support | MD2AS001 | Server/Data Center | Hardware | Fault/Error | False | system |  |  | 2012-02-06 09:42:40 | 2593-11-30 00:00:00 | 2593-11-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Removed unnecessary folders in the C:\ drive.  Removed user profiles.  Cleared 2.86 GB of free space in the C:\ drive. | Thuan Tran
2012-02-06 09:36:35 | 2012-02-09 16:07:16 | INC0015141 | 5 - Medium | Incident | Closed |  | No dial tone on phone | [NAME] | Deskside - Gaithersburg | CI Not Found | Telephony | [NAME] | Outage | False | system |  | [NAME] | 2012-02-08 11:04:03 | 2948-08-17 00:00:00 | 2948-08-17 00:00:00 | Telephone | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | JS 02-09-12 The customer has been provided with a replacement phone. | [NAME]
2012-02-06 09:36:51 | 2012-02-07 14:05:09 | INC0015142 | 5 - Medium | Incident | Closed |  | Can't write to the G drive | [NAME] | Accounts Administration | CI Not Found | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-06 12:48:41 | 2712-01-12 00:00:00 | 2712-01-12 00:00:00 | G drive access | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User's drive is still pointing to the wrong location. Updated user's policy and added her to the DEPT-Research-Maryland group. Tested copying stuff on the user's home drive. Worked fine. | [NAME]
2012-02-06 09:39:50 | 2012-02-06 14:09:50 | INC0015143 | 5 - Medium | Service Request | Closed |  | needs to be able to make DNS updates | [NAME] | Intel Server Support | DNS | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-02-06 09:43:12 | 2593-04-05 00:00:00 | 2593-04-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Changed both 'A' records to reflect the new IP addresses.  Please verfiy name resolution. | [NAME]
2012-02-06 09:40:05 | 2012-02-08 15:15:27 | INC0015144 | 5 - Medium | Service Request | Closed |  | Issues with Outlook | Viki Creath | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-02-06 09:41:35 | 2829-10-10 00:00:00 | 2829-10-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-08-12 The Outlook profile has been placed in cached mode. The un-read mail folder is now being populated and can be accessed. | [NAME]
2012-02-06 09:41:52 | 2012-02-06 09:46:40 | INC0015145 | 5 - Medium | Incident | Closed |  | [NAME] is missing | [NAME] | Deskside - Gaithersburg | ZipTerr (Prod) | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-06 09:44:27 | 2592-12-04 00:00:00 | 2592-12-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Walked up to user's computer and re-installed it. | [NAME]
2012-02-06 09:42:45 | 2012-02-06 11:38:13 | [NAME] | 4 - High | Incident | Closed |  | server disk out space | [NAME] | Intel Server Support | PA2AS013 | Server/Data Center | Hardware | Fault/Error | False | system |  | [NAME] | 2012-02-06 09:46:29 | 2592-10-12 00:00:00 | 2592-10-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Compressed old files on the server and reclaimed 5GB of disk space. | [NAME]
2012-02-06 09:44:58 | 2012-02-06 11:41:22 | INC0015148 | 5 - Medium | Service Request | Closed |  | Contractor Account Expired | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-06 09:47:16 | 2592-06-01 00:00:00 | 2592-06-01 00:00:00 | Accounts [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Enabled the account and extended to the date. | [NAME]
2012-02-06 09:46:37 | 2012-02-06 10:17:24 | [NAME] | 5 - Medium | Incident | Closed |  | Network password reset- Field user | [NAME] | Service Desk | OnTheGo | Account Admin | General | Access | False | system |  | Stephanie Hightower |  | 2592-02-23 00:00:00 | 2592-02-23 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Has [NAME] lock the computer and log back in using the new password. He was then able to sync his passwords.  He was able to log in to Medizone. | Stephanie Hightower
2012-02-06 09:47:21 | 2012-02-08 15:44:43 | INC0015150 | 5 - Medium | Service Request | Closed |  | User needs [NAME] | [NAME] | Deskside - Gaithersburg | InfoPath | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-06 12:01:45 | 2828-07-31 00:00:00 | 2828-07-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JK 2/8-installed software and tested_x000D_ | [NAME]
2012-02-06 09:50:06 | 2012-02-06 10:36:50 | INC0015154 | 5 - Medium | Service Request | Closed |  | H drive issues | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Home Folder | False | system |  | Rankit Thakkar | 2012-02-06 09:58:45 | 2591-07-29 00:00:00 | 2591-07-29 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Granted user Modify rights to her folder. | Rankit Thakkar
2012-02-06 09:52:04 | 2012-02-15 13:08:25 | INC0015155 | 5 - Medium | Service Request | Closed | Assigned External | Printer Setup and Installation | [NAME] | Service Desk | Printer | Printing | Hardware | Configuration | False | system | [NAME] | [NAME] | 2012-02-06 10:02:29 | 3537-06-21 00:00:00 | 3537-06-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Handled by group that is not in Service now | [NAME]
2012-02-06 09:56:03 | 2012-02-06 17:19:24 | INC0015156 | 5 - Medium | Service Request | Closed |  | Replace Laptop battery - Will not hold a charge | [NAME] | Deskside - Gaithersburg | Battery | Hardware | Computer | Request/Replace | False | system |  | Case Dykstra | 2012-02-06 10:00:56 | 2590-08-06 00:00:00 | 2590-08-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | cd-battery delivered | Case Dykstra
2012-02-06 09:58:41 | 2012-02-06 11:21:28 | INC0015157 | 5 - Medium | Service Request | Closed |  | Air card reinstalled | [NAME] | Executive Support | Wireless (Prod) | Hardware | Peripheral | Configuration | False | system |  | Stefon Elliott | 2012-02-06 10:13:47 | 2590-03-01 00:00:00 | 2590-03-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Aircard has been installed. Closing ticket. | Stefon Elliott
2012-02-06 10:02:56 | 2012-02-06 10:07:22 | INC0015158 | 5 - Medium | Incident | Closed |  | couldn't log into ELMS | Christeen Moburg | Service Desk | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-06 10:07:22 | 2589-06-19 00:00:00 | 2589-06-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] that her regular Medimmune credentials should be used and she was able to log in | [NAME]
2012-02-06 10:08:17 | 2012-02-06 14:39:18 | INC0015159 | 5 - Medium | Service Request | Closed |  | H drive issue | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Home Folder | False | system |  | Rankit Thakkar | 2012-02-06 10:31:20 | 2588-08-02 00:00:00 | 2588-08-02 00:00:00 | network drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Transferred user's Data Folder to correct Location. | Rankit Thakkar
2012-02-06 10:12:34 | 2012-02-06 10:29:26 | INC0015161 | 5 - Medium | Incident | Closed | Assigned External | MS Access issue | [NAME] | Service Desk | CI Not Found | Applications | Mac | Fault/Error | False | system | 2973807 |  | 2012-02-06 10:29:26 | 2587-11-19 00:00:00 | 2587-11-19 00:00:00 | Access Issue | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | - I spoke to [NAME] (Deskside), who created an account for him._x000D_ - I called [NAME] (EU), who was now able to create and blank database. | [NAME]
2012-02-06 10:13:52 | 2012-02-06 13:25:10 | INC0015162 | 5 - Medium | Service Request | Closed |  | Needs port on other side of office activated. | [NAME] | Executive Support | [NAME] | Network | Wired | Access Request | False | system |  | Farzin Saghri | 2012-02-06 10:24:36 | 2587-09-02 00:00:00 | 2587-09-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Activated port, [NAME] was able to connect his conf phone in his office. Issue resolved. | Farzin Saghri
2012-02-06 10:15:33 | 2012-02-10 15:25:53 | INC0015164 | 5 - Medium | Incident | Closed | Pending Customer | Phone Drops Calls | [NAME] | Deskside - Gaithersburg | CI Not Found | Telephony | [NAME] | Performance | False | system |  | [NAME] | 2012-02-08 11:12:51 | 3060-07-03 00:00:00 | 3060-07-03 00:00:00 | Phone | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Re-booted the phone and resolved the issue | [NAME]
2012-02-06 10:15:44 | 2012-02-06 10:18:54 | INC0015166 | 5 - Medium | Service Request | Closed |  | can't log into elms | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Applications | Business Applications | How To | False | system |  | [NAME] | 2012-02-06 10:18:54 | 2587-05-13 00:00:00 | 2587-05-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] had capslock on, once removed she could log in | [NAME]
2012-02-06 10:17:33 | 2012-02-07 06:39:10 | INC0015168 | 5 - Medium | Incident | Closed | Pending Customer | Also not receiving emails through company Blackberry device (925) 334-1613 | [NAME] | Service Desk | Blackberry | Applications | Outlook | Access | False | system |  | Stephanie Hightower | 2012-02-06 10:20:02 | 2705-05-06 00:00:00 | 2705-05-06 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Client emailed and stated he is now able to receive all emails that were not populated on device after performing a battery pull._x000D_ This issue is resolved. | Stephanie Hightower
2012-02-06 10:18:30 | 2012-02-06 15:39:14 | INC0015169 | 5 - Medium | Service Request | Closed | Pending Customer | Contractor Account Expiration | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-06 15:08:44 | 2586-11-28 00:00:00 | 2586-11-28 00:00:00 | Accounts [NAME] | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] account has been extended to May 15, 2012. | [NAME]
2012-02-06 10:18:51 | 2012-02-06 13:14:45 | INC0015170 | 5 - Medium | Service Request | Closed |  | Phone - Duplicate entry in GAL for two users | [NAME] | Voice | [NAME] | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-06 10:22:21 | 2586-11-07 00:00:00 | 2586-11-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Called user and confirm his phone number has been updated, he also updated his greeting. | [NAME]
2012-02-06 10:24:56 | 2012-02-07 09:23:40 | INC0015172 | 5 - Medium | Incident | Closed |  | needs replacement laptop | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Mobile Device | General | False | system |  | [NAME] | 2012-02-06 10:29:14 | 2704-02-18 00:00:00 | 2704-02-18 00:00:00 | Hardware | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | replaced laptop as requested | [NAME]
2012-02-06 10:25:52 | 2012-02-13 10:06:18 | INC0015174 | 5 - Medium | Service Request | Closed | Pending Customer | Contractor has left the Company | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-06 10:28:35 | 3295-05-12 00:00:00 | 3295-05-12 00:00:00 | Accounts [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Immediate termination processed, manager advised to contact HR to advise of termination | [NAME]
2012-02-06 10:25:54 | 2012-02-06 10:39:05 | INC0015175 | 5 - Medium | Service Request | Closed |  | add a printer | [NAME] | Service Desk | Printer | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-06 10:39:05 | 2585-09-10 00:00:00 | 2585-09-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | mapped the printer and was able to print | [NAME]
2012-02-06 10:27:12 | 2012-02-06 11:02:18 | INC0015177 | 5 - Medium | Service Request | Closed |  | Application install | Nirav Thaker | Service Desk | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-06 11:01:00 | 2585-06-24 00:00:00 | 2585-06-24 00:00:00 | Installations | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed Apps | [NAME]
2012-02-06 10:28:41 | 2012-02-06 10:33:13 | INC0015178 | 5 - Medium | Incident | Closed |  | MediGuest | [NAME] |  | Wireless | Network/Connectivity | Wireless | Access | False | system |  | [NAME] |  | 2585-03-27 00:00:00 | 2585-03-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | I informed the user that the MediGuest password has not been reset from last week. | [NAME]
2012-02-06 10:30:07 | 2012-02-06 11:12:25 | INC0015180 | 5 - Medium | Service Request | Closed |  | User could not reach medi content via Citrix | [NAME] |  | OnTheGo | Account Admin | Reset | Password | False | system |  | [NAME] |  | 2584-12-31 00:00:00 | 2584-12-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | After the login box was filled out properly._x000D_ the user was able to access his resources | [NAME]
2012-02-06 10:31:31 | 2012-02-06 13:15:23 | INC0015181 | 4 - High | Incident | Closed | Pending Part | Unable to access SuccessFactors.com | [NAME] | Service Desk | Internet Explorer 7 | Applications | Business Applications | Outage | False | system |  | [NAME] | 2012-02-06 11:07:58 | 2584-10-08 00:00:00 | 2584-10-08 00:00:00 | SuccessFactors.com | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | - I called [NAME] (EU), who advised that she is now able to log into SuccessFactors.com._x000D_ - Site was down for maintenence. | [NAME]
2012-02-06 10:34:59 | 2012-02-09 12:03:31 | INC0015182 | 5 - Medium | Incident | Closed |  | Need to replace Laptop | [NAME] | Deskside - Frederick | Laptop | Hardware | Computer | Performance | False | system |  | [NAME] | 2012-02-06 10:40:56 | 2939-01-13 00:00:00 | 2939-01-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | switched to new laptop | [NAME]
2012-02-06 10:35:21 | 2012-02-06 10:43:14 | INC0015183 | 5 - Medium | Incident | Closed |  | Remote user unable to login to WebEx Live Meeting | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-06 10:43:14 | 2584-02-21 00:00:00 | 2584-02-21 00:00:00 | WebEx Connectivity | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User was able to attend meeting after pasting correct URL into her browser. | [NAME]
2012-02-06 10:35:22 | 2012-02-06 11:09:28 | INC0015184 | 5 - Medium | Incident | Closed |  | On the go issues while at home. | [NAME] | Service Desk | OnTheGo | Network/Connectivity | Citrix | Performance | False | system |  | [NAME] | 2012-02-06 11:09:28 | 2584-02-20 00:00:00 | 2584-02-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | will try a non medi device._x000D_ User called back in she was able to connect to on the go from a different computer to see if she still has latency issues, she will call back if she does. | [NAME]
2012-02-06 10:39:55 | 2012-02-10 16:02:06 | INC0015185 | 6 - Low | Incident | Closed | Pending Customer | Outlook- Meeting reminders can't be dismissed. | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-09 11:42:06 | 3056-07-02 00:00:00 | 3056-07-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved First Call by Service Desk | created new profile | [NAME]
2012-02-06 10:42:20 | 2012-02-22 06:44:06 | INC0015187 | 5 - Medium | Incident | Resolved | Pending Customer | [NAME] email seems to be sending all received emails to Deleted Items | [NAME] | Exchange Server Support | Exchange 2010 | Account Admin | General | Fault/Error | True | roosd |  | [NAME] | 2012-02-06 10:47:58 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | _x000D_ --------------------------------------------------------------------------------_x000D_ _x000D_ From: Nwole, [NAME] _x000D_ Sent: 22 February 2012 10:20_x000D_ To: Roos, [NAME]; [NAME], Shaun_x000D_ Cc: GLBL Messaging Services Team_x000D_ Subject: RE: Mailbox_x000D_ _x000D_  _x000D_ _x000D_ Hi David,_x000D_ _x000D_  _x000D_ _x000D_ My items are definitely appearing back in my inbox now, thanks very much for the help received from al of you. _x000D_ _x000D_  _x000D_ _x000D_ Best Wishes,_x000D_ _x000D_  _x000D_ _x000D_ Adamma_x000D_ _x000D_ **********************************************_x000D_ _x000D_ [NAME] Nwole_x000D_ _x000D_ Administrative Assistant I_x000D_ _x000D_ Medical Organisation Cambridge_x000D_ _x000D_  _x000D_ _x000D_ Ext: 55917_x000D_ _x000D_ _x000D_ --------------------------------------------------------------------------------_x000D_ _x000D_ From: Roos, [NAME] _x000D_ Sent: 21 February 2012 18:58_x000D_ To: [NAME], Shaun; Nwole, Adamma_x000D_ Cc: GLBL Messaging Services Team_x000D_ Subject: Mailbox_x000D_ _x000D_  _x000D_ _x000D_ Hi All_x000D_ _x000D_  _x000D_ _x000D_ The mailbox was exported to a PST file. The mailbox was then deleted and recreated. The PST file was imported into the new mailbox._x000D_ _x000D_ The Legacy DN name which Medi clients will use to email [NAME] via outlooks NK2 file._x000D_ _x000D_  _x000D_ _x000D_ I have tested this and I am not seeing any NDR's and monitored the mailbox and the email count is going up._x000D_ _x000D_  _x000D_ _x000D_ Please let me know if there are any issues tomorrow and hopefully your emails will not be going to your deleted items._x000D_ _x000D_ | [NAME]
2012-02-06 10:47:19 | 2012-02-06 12:30:27 | INC0015189 | 5 - Medium | Service Request | Closed |  | User Account is locked | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-06 10:49:04 | 2582-03-05 00:00:00 | 2582-03-05 00:00:00 | Accounts [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | I unlocked the users account and left it on her voicemail. I also emailed the users manager. | [NAME]
2012-02-06 10:49:07 | 2012-02-06 11:55:39 | INC0015190 | 5 - Medium | Incident | Closed |  | Not able to see Company Meeting | [NAME] | Deskside - Gaithersburg | Laptop | Applications | COTS | Performance | False | system |  | [NAME] | 2012-02-06 11:33:11 | 2581-11-17 00:00:00 | 2581-11-17 00:00:00 | installation | 1-2 Users Affected | [NAME] | False | 1 | Solved (Work Around) | User stated that she already missed the meeting and was not waiting for another hour to have IT call her and help resolve issue. | [NAME]
2012-02-06 10:49:14 | 2012-02-06 10:51:49 | INC0015191 | 5 - Medium | Service Request | Closed |  | User unable to login to WebEx Live Meeting | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | How To | False | system |  |  |  | 2581-11-10 00:00:00 | 2581-11-10 00:00:00 | WebEx Connectivity | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Pasting the link into the URL resolved the issue | [NAME]
2012-02-06 10:49:52 | 2012-02-06 12:14:58 | INC0015192 | 5 - Medium | Service Request | Closed |  | Configure laptop and deskphone for [NAME] | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-06 10:56:42 | 2581-10-03 00:00:00 | 2581-10-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | setup as requested | [NAME]
2012-02-06 10:52:04 |  | INC0015195 | 5 - Medium | Service Request | In Progress |  | User is unable to user her USB ports | [NAME] | Deskside - Gaithersburg | Windows XP | Hardware | Computer | Configuration | True | DykstraC |  | Case Dykstra | 2012-02-06 10:58:44 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-06 10:52:17 |  | [NAME] | 5 - Medium | Incident | Pending | Pending Customer | eLMS- Admin Access Lockout | [NAME] | CZ - Enterprise Application - Support | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Access | True | MullaveeduB |  | [NAME] | 2012-02-06 11:00:49 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-06 10:55:51 | 2012-02-06 11:13:45 | INC0015198 | 5 - Medium | Incident | Closed |  | Unable to access Live Meeting | [NAME] | Service Desk | Live Meeting | Other | Other | Other | False | system |  |  | 2012-02-06 11:13:45 | 2580-10-09 00:00:00 | 2580-10-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | - User states that when clicking the link in email for the Live Meeting, she is unable to access it._x000D_ - I tried to remote into EU's computer but was unable to do so with WebEx. _x000D_ - While trying to get EU's computer name she advised that she would have to | [NAME]
2012-02-06 10:55:58 | 2012-02-06 11:39:55 | INC0015199 | 5 - Medium | Incident | Closed |  | Outlook will no load | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-06 11:18:39 | 2580-10-02 00:00:00 | 2580-10-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | See work notes | [NAME]
2012-02-06 10:58:58 | 2012-02-09 15:57:58 | INC0015200 | 5 - Medium | Service Request | Closed | Pending Customer | User is unable to run CLSD program (L:drive) | [NAME] | Accounts Administration | CI Not Found | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-06 16:39:00 | 2935-02-04 00:00:00 | 2935-02-04 00:00:00 | Run Permissions | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | [NAME] called back and advised that he can access the database now, but is prompted for a password which he will obtain from application admin | [NAME]
2012-02-06 11:05:07 | 2012-02-06 15:38:12 | INC0015203 | 5 - Medium | Service Request | Closed |  | Ops Account Locked | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-06 11:52:22 | 3052-05-12 00:00:00 | 3052-05-12 00:00:00 | Account Locked | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Password has been reset. | [NAME]
2012-02-06 11:05:47 | 2012-02-06 12:07:56 | INC0015204 | 5 - Medium | Service Request | Closed |  | Please update users desk phone ext from 2122 to 2355 | [NAME] | IMAC Coordinator | [NAME] | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-06 11:12:02 | 2579-02-21 00:00:00 | 2579-02-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Called user and confirm his phone number has been updated, he also updated his greeting. | [NAME]
2012-02-06 11:05:55 | 2012-02-07 10:37:41 | INC0015205 | 5 - Medium | Incident | Closed | Pending Customer | [NAME] from office Phone not showing up on Blackberry | [NAME] | Voice | [NAME] | Telephony | [NAME] | Fault/Error | False | system |  | [NAME] | 2012-02-06 11:07:18 | 2697-05-25 00:00:00 | 2697-05-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User accoutn was pointing to the wrong exchange server. | [NAME]
2012-02-06 11:06:03 | 2012-02-06 17:22:06 | INC0015206 | 5 - Medium | Service Request | Closed |  | Request for Study Mailbox in Outlook | [NAME] | Accounts Administration | Exchange 2010 | Applications | Outlook | Request For Information | False | system |  | [NAME] | 2012-02-06 11:17:17 | 2579-02-05 00:00:00 | 2579-02-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The shared mailbox 1092 ([EMAIL]) has been created.  [NAME] is the owner and [NAME] has full access. | [NAME]
2012-02-06 11:10:36 | 2012-02-14 15:56:37 | INC0015207 | 5 - Medium | Incident | Closed |  | call for new laptop and sound is not working | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Performance | False | system |  | [NAME] | 2012-02-06 11:15:55 | 3406-04-17 00:00:00 | 3406-04-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Ran system tools and resloved the mentioned issue | [NAME]
2012-02-06 11:11:56 | 2012-02-16 15:44:52 | INC0015208 | 5 - Medium | Incident | Resolved | Pending Customer | Meeting Live link- Can not connect to meeting. | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Access | True | TorrenceA |  | [NAME] | 2012-02-06 11:14:14 | 00:00:00 |  | Live Meeting | 1-2 Users Affected | [NAME] | False | 0 | Not Solved (3 Strike) | 3 Strikes | [NAME]
2012-02-06 11:12:34 | 2012-02-13 13:07:37 | INC0015209 | 5 - Medium | Service Request | Closed |  | user cannot access web meeting | [NAME] | Deskside - Gaithersburg | Internet Explorer 7 | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-07 12:22:40 | 3287-09-09 00:00:00 | 3287-09-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | JK- meeting is already over, reset things that i hope will fix in the future. | [NAME]
2012-02-06 11:17:14 | 2012-02-06 12:04:14 | INC0015211 | 5 - Medium | Incident | Closed |  | User is unable to access WebEx Live meeting | [NAME] | Deskside - California | CI Not Found | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-06 11:28:33 | 2577-04-05 00:00:00 | 2577-04-05 00:00:00 | WebEx | 1-2 Users Affected | [NAME] | False | 1 | Solved (Work Around) | Tried accessing vir Frederick link. Would not buffer that one either. Rebooted and tried Gaithersburg link. Gaithersburg link connected to meeting and we were able to get audio through customer's headphones | [NAME]
2012-02-06 11:18:43 |  | [NAME] | 5 - Medium | Incident | Pending | Pending Customer | No sound on computer | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Computer | Fault/Error | True | DykstraC |  | Case Dykstra | 2012-02-06 11:20:40 | 00:00:00 |  | Hardware | 1-2 Users Affected | [NAME] | False | 0
2012-02-06 11:21:22 |  | INC0015217 | 5 - Medium | Incident | Pending | Assigned External | SAP- Password Reset | Mustika Tanojo | Service Desk | SAP ECC (Prod) | Applications | Business Applications | Access | True | KrittJ | AZ 2981401 | [NAME] | 2012-02-06 11:52:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-06 11:23:06 | 2012-02-09 15:56:33 | INC0015218 | 5 - Medium | Incident | Closed |  | Expected Virus - Work never saves | [NAME] | Deskside - Frederick | Windows XP | Applications | OS | Performance | False | system |  | [NAME] | 2012-02-06 11:33:09 | 2931-02-17 00:00:00 | 2931-02-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | no response from user after making changes to system. | [NAME]
2012-02-06 11:23:20 | 2012-02-06 12:38:12 | INC0015219 | 5 - Medium | Service Request | Closed |  | Live Meeting won't display slide show | [NAME] | Service Desk | Live Meeting | Applications | Business Applications | Software Install | False | system |  | [NAME] | 2012-02-06 12:38:12 | 2576-04-04 00:00:00 | 2576-04-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | User clicked on Liverpool link and she was able to view the meeting. | [NAME]
2012-02-06 11:24:05 | 2012-02-16 16:15:27 | INC0015220 | 5 - Medium | Incident | Resolved |  | Outlook/ Citrix - OntheGo Configuration Issue | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Access | True | [NAME] |  | [NAME] | 2012-02-13 05:26:58 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3 | Not Solved (3 Strike) | 3rd email sent | [NAME]
2012-02-06 11:29:10 | 2012-02-07 15:50:59 | INC0015223 | 5 - Medium | Service Request | Closed |  | Unresponsive server - UTPRD0023 | [NAME] | Storage Restore Team | CI Not Found | Server/Data Center | Database/System | Access Request | False | system |  |  | 2012-02-06 11:32:51 | 2693-07-30 00:00:00 | 2693-07-30 00:00:00 | Unresponsive server | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | SEP issue, the Wintel team fixed it. | [NAME]
2012-02-06 11:32:56 | 2012-02-06 12:15:55 | INC0015226 | 5 - Medium | Incident | Closed | Pending Customer | Server name MD2DR001 - needs admin access. | [NAME] | Intel Server Support | CI Not Found | Server/Data Center | Database/System | Access | False | system |  |  | 2012-02-06 11:46:56 | 2574-09-06 00:00:00 | 2574-09-06 00:00:00 | Admin support for server | 1-2 Users Affected | Stephanie Hightower | False | 3 | Solved (Permanently) | [NAME] is now RDP into the server. The medi.roles.Operations-StorageandBackup-L2.gs and medi.roles.Operations-StorageandBackup-L3.gs groups have admin access to the server. | Thuan Tran
2012-02-06 11:34:34 | 2012-02-10 14:22:50 | INC0015227 | 5 - Medium | Incident | Closed |  | access through firewall for medicafe POS nodes | [NAME] | Network Level 2 | HqASA | Network/Connectivity | Network Device | Access | False | system |  | [NAME] | 2012-02-06 11:51:38 | 3047-07-11 00:00:00 | 3047-07-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | created RFC to make necessary firewall changes to allow traffic | [NAME]
2012-02-06 11:34:36 | 2012-02-06 11:38:34 | INC0015228 | 5 - Medium | Service Request | Closed |  | locked out of desktop | [NAME] | Service Desk | CI Not Found | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-06 11:38:34 | 2574-05-29 00:00:00 | 2574-05-29 00:00:00 | locked out of computer | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | unlocked account and [NAME] was able to log in | [NAME]
2012-02-06 11:48:32 | 2012-02-06 12:24:11 | INC0015232 | 5 - Medium | Service Request | Closed |  | User would like instructions on how to use Live Meeting | [NAME] | Service Desk | Live Meeting | Other | Other | Other | False | system |  | [NAME] | 2012-02-06 11:58:22 | 2572-02-13 00:00:00 | 2572-02-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | - I called [NAME] (EU), and advised that he will need to contact Intercall to get his username and password._x000D_ - I emailed EU contact information for Intercall. | [NAME]
2012-02-06 11:49:29 | 2012-02-07 10:29:01 | INC0015233 | 5 - Medium | Service Request | Closed |  | needs adobe reader and acrobat installed | [NAME] | [NAME] | [NAME] | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-06 12:52:12 | 2690-03-29 00:00:00 | 2690-03-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Installed the software for the user and now the user is all set. | [NAME]
2012-02-06 11:50:31 |  | INC0015234 | 5 - Medium | Incident | Pending | Assigned External | Emails from AZ are not coming through. | [NAME] | Service Desk | CI Not Found | Applications | Outlook | Fault/Error | True | TirrellR | AZ 2981599 | [NAME] | 2012-02-13 12:49:11 | 00:00:00 |  | AZ | 1-2 Users Affected | [NAME] | False | 1
2012-02-06 11:56:53 | 2012-02-23 09:49:04 | INC0015241 | 5 - Medium | Incident | Resolved | Pending Customer | Outlook seemed to be auto deleting, requesting assistance with retrieval of mail | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Performance | True | JamisonB |  | [NAME] | 2012-02-08 11:37:52 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | spoke to user, she said that she resolved the issue | [NAME]
2012-02-06 11:57:50 |  | INC0015242 | 5 - Medium | Incident | Closed |  | Test#1 For HDI | [NAME] | ServiceNow [NAME] | ServiceNow (Dev) | ServiceNow | Incident | Access | False | LloydCo |  | [NAME] | 2012-02-06 11:58:41 | 1900-02-20 00:00:00 | 1900-02-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Test#1 For HDI
2012-02-06 11:59:12 |  | INC0015243 | 5 - Medium | Incident | Closed |  | Test#2 For HDI | [NAME] | ServiceNow [NAME] | ServiceNow (Dev) | ServiceNow | Incident | Access | False | LloydCo |  | [NAME] | 2012-02-06 12:00:10 | 1900-02-27 00:00:00 | 1900-02-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Test#2 For HDI
2012-02-06 12:00:24 |  | INC0015244 | 5 - Medium | Incident | Closed |  | Test For HDI #3 | [NAME] | ServiceNow [NAME] | ServiceNow (Dev) | ServiceNow | Incident | Access | False | LloydCo |  | [NAME] | 2012-02-06 12:01:34 | 1900-03-10 00:00:00 | 1900-03-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Test For HDI #3
2012-02-06 12:01:42 |  | INC0015245 | 5 - Medium | Incident | Closed |  | Test For HDI #4 | [NAME] | ServiceNow [NAME] | ServiceNow (Dev) | ServiceNow | Incident | Access | False | LloydCo |  | [NAME] | 2012-02-06 12:02:52 | 1900-03-10 00:00:00 | 1900-03-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Test For HDI #4
2012-02-06 12:02:38 | 2012-02-06 12:16:22 | INC0015247 | 5 - Medium | Incident | Closed |  | Account is locked out | [NAME] | Service Desk | CI Not Found | Account Admin | General | Access | False | system |  | Stephanie Hightower |  | 2569-10-20 00:00:00 | 2569-10-20 00:00:00 | account is locked | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Reset the network password via Active Directory. I called and left a message on her voice mail with the new password and ticket number | Stephanie Hightower
2012-02-06 12:03:03 |  | INC0015248 | 5 - Medium | Incident | Closed |  | Test For HDI #5 | [NAME] | ServiceNow [NAME] | ServiceNow (Dev) | ServiceNow | Incident | Access | False | LloydCo |  | [NAME] | 2012-02-06 12:04:25 | 1900-03-22 00:00:00 | 1900-03-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Test For HDI #5
2012-02-06 12:07:03 | 2012-02-14 08:19:33 | INC0015250 | 5 - Medium | Incident | Closed | Pending Customer | User Network Account reactivated. | [NAME] | Accounts Administration | CI Not Found | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-06 12:18:25 | 3397-01-06 00:00:00 | 3397-01-06 00:00:00 | Network | 1-2 Users Affected | [NAME] | False | 1 | Not Solved (3 Strike) | Left 2 voice mails at the number indicated and [NAME] cannot verify his account. | [NAME]
2012-02-06 12:08:53 | 2012-02-07 09:10:52 | INC0015251 | 5 - Medium | Service Request | Closed | Pending Customer | [NAME] is not able to get to her H: drive or her I: drive folder | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | Rankit Thakkar | 2012-02-06 12:11:00 | 2687-01-20 00:00:00 | 2687-01-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Gave user proper access. _x000D_ Spoke to the user and confirmed access. | Rankit Thakkar
2012-02-06 12:12:32 | 2012-02-08 07:48:33 | INC0015252 | 5 - Medium | Incident | Closed | Assigned External | can't remote to sbymas043 | [NAME] | Service Desk | SBYMAS043 | Hardware | Computer | Outage | False | system | 2981664 | [NAME] | 2012-02-06 12:42:24 | 2804-09-24 00:00:00 | 2804-09-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | IBM confirmed this ticket is resolved and I was able to connect to the server | [NAME]
2012-02-06 12:13:01 | 2012-02-13 14:56:21 | INC0015253 | 5 - Medium | Service Request | Closed | Pending Customer | Unable to find printer on the network/ want to make sure it was published | [NAME] | Deskside - Gaithersburg | Printer | Printing | Hardware | Access Request | False | system |  | [NAME] | 2012-02-06 17:02:56 | 3277-10-04 00:00:00 | 3277-10-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | added the priner for the user | [NAME]
2012-02-06 12:13:57 | 2012-02-06 12:24:00 | INC0015255 | 5 - Medium | Incident | Closed |  | personal folder on the h: is giving access denied | [NAME] | Intel Server Support | CI Not Found | Server/Data Center | Hardware | Access | False | system |  |  | 2012-02-06 12:16:11 | 2567-12-11 00:00:00 | 2567-12-11 00:00:00 | network drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added KoopT rights to the NTFS level of medimmune.com\dfs\home\marketing\KoopT.  Verified that user can access his H:\ drive. | Thuan Tran
2012-02-06 12:17:21 | 2012-02-13 15:00:14 | [NAME] | 5 - Medium | Incident | Closed | Pending Customer | trouble with home drive Y: says you do not have permission | [NAME] | Accounts Administration | CI Not Found | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-06 12:47:33 | 3277-01-17 00:00:00 | 3277-01-17 00:00:00 | network drive | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Added him to the department group. | [NAME]
2012-02-06 12:19:05 | 2012-02-07 09:46:37 | INC0015259 | 5 - Medium | Service Request | Closed |  | PC Request Form - Account Creation | [NAME] | IMAC Coordinator | Laptop | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-06 12:53:23 | 2685-05-18 00:00:00 | 2685-05-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | User says she may change her mind and re-open this ticket, but has decided to keep her old computer. | [NAME]
2012-02-06 12:19:32 | 2012-02-07 14:22:54 | INC0015260 | 5 - Medium | Incident | Closed |  | User is attempting to open a file on her H: that has been restored. | [NAME] | Accounts Administration | CI Not Found | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-06 13:14:32 | 2685-04-21 00:00:00 | 2685-04-21 00:00:00 | File Permissions | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | User didn't have rights to her own home folder. Added the user and assigned appropirate permission. | [NAME]
2012-02-06 12:20:25 | 2012-02-06 12:46:45 | INC0015262 | 5 - Medium | Service Request | Closed |  | User need [NAME] installed | [NAME] | Service Desk | [NAME] 2003 | Applications | COTS | Install/Remove | False | system |  |  |  | 2566-11-18 00:00:00 | 2566-11-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | installed the program.   _x000D_ The user did not want to reboot now | [NAME]
2012-02-06 12:23:50 | 2012-02-06 15:33:50 | INC0015264 | 5 - Medium | Service Request | Closed |  | status of IBM Remedy #2942430 | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Peripheral | Request For Information | False | system |  | [NAME] | 2012-02-06 12:32:04 | 2566-04-27 00:00:00 | 2566-04-27 00:00:00 | Hardware | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Issued and configured monitor,[NAME] and mouse | [NAME]
2012-02-06 12:26:10 | 2012-02-06 15:18:47 | INC0015265 | 5 - Medium | Service Request | Closed |  | Please make me the owner of the IS Service Desk mailbox | [NAME] | Accounts Administration | Exchange 2010 | Account Admin | Modify | Mailbox | False | system |  | [NAME] | 2012-02-06 12:31:23 | 2565-12-08 00:00:00 | 2565-12-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | "Full Access" and "Send As" permissions have been granted for [NAME] to IS Service Desk mailbox._x000D_ | [NAME]
2012-02-06 12:28:09 | 2012-02-06 13:11:24 | INC0015266 | 5 - Medium | Service Request | Closed |  | User needs eLMS Username and Password unlocked and reset. | [NAME] | Service Desk | Elements | Other | Other | Other | False | system |  | [NAME] | 2012-02-06 12:40:15 | 2565-08-11 00:00:00 | 2565-08-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | - I called Anthony (EU), who advised that he tried to log in but is still being told that his account is locked._x000D_ - I advised EU to send an email to [EMAIL] advising them that he is locked out of eLMS and doesn't remember his secu | [NAME]
2012-02-06 12:31:44 | 2012-02-07 15:48:13 | INC0015267 | 5 - Medium | Incident | Closed | Pending Customer | issue with on the go | [NAME] | Deskside - Gaithersburg | OnTheGo | Network/Connectivity | Remote | Performance | False | system |  | [NAME] | 2012-02-06 12:55:23 | 2683-04-20 00:00:00 | 2683-04-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-07-12 Juniper client has been installed. | [NAME]
2012-02-06 12:31:50 | 2012-02-06 12:36:56 | INC0015268 | 5 - Medium | Service Request | Closed |  | User Needs the Guest Wireless information | [NAME] |  | Wireless (Prod) | Network | Wireless | Request for Information | False | system |  | [NAME] |  | 2565-01-02 00:00:00 | 2565-01-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Directed the user to Medizone, Departments tab, Information Services. I then informed the user of the needed user name and currect password. | [NAME]
2012-02-06 12:33:02 | 2012-02-06 12:42:01 | INC0015269 | 5 - Medium | Service Request | Closed | Pending Customer | PK Distribution List Removal | [NAME] | Exchange Server Support | Exchange 2010 | Account Admin | Remove | Distribution List | False | system |  |  | 2012-02-06 12:39:22 | 2564-10-22 00:00:00 | 2564-10-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User called to cancel duplicate request. | [NAME]
2012-02-06 12:34:25 | 2012-02-06 15:25:34 | INC0015270 | 5 - Medium | Service Request | Resolved |  | [NAME] on computer | Christine [NAME] | Service Desk | [NAME] 2003 | Applications | COTS | Install/Remove | True | BakerC |  | [NAME] | 2012-02-06 12:37:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] installed. | [NAME]
2012-02-06 12:38:12 | 2012-02-07 14:01:51 | INC0015272 | 5 - Medium | Incident | Closed |  | [NAME] not working | [NAME] | Deskside - Gaithersburg | CI Not Found | Telephony | [NAME] | Fault/Error | False | system |  | [NAME] | 2012-02-07 11:50:49 | 2918-10-17 00:00:00 | 2918-10-17 00:00:00 | Cisco Phone | 1-2 Users Affected | [NAME] | False | 1 | Solved (Work Around) | setup as requested, tested ok, sent follow up email | [NAME]
2012-02-06 12:38:43 | 2012-02-15 16:34:32 | INC0015273 | 4 - High | Incident | Closed | Assigned External | Incident with the [NAME] server- [NAME] only 2.80 gb | Harish Mukkara | Service Desk | SFTP | Hardware | Computer | Performance | False | system | 2985484 | [NAME] | 2012-02-07 09:32:07 | 3510-02-04 00:00:00 | 3510-02-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Called IBM to check the status of the ticket. The advised me that the ticket has been resolved. They freed up several gigs of space. | [NAME]
2012-02-06 12:39:16 | 2012-02-13 14:42:00 | INC0015275 | 5 - Medium | Service Request | Closed |  | [NAME] permission to folder \\md1fs019\data | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | Rankit Thakkar | 2012-02-06 12:45:52 | 3273-06-12 00:00:00 | 3273-06-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolved. | Rankit Thakkar
2012-02-06 12:42:37 | 2012-02-10 13:33:20 | INC0015278 | 5 - Medium | Service Request | Closed |  | On Boarding form - Tina Tarrant 2/13/12 | [NAME] | Accounts Administration | CI Not Found | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-06 12:46:28 | 3036-05-06 00:00:00 | 3036-05-06 00:00:00 | Accounts [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | AD and Exchange created, assigned ext 81217, Manager and training notified via email | [NAME]
2012-02-06 12:49:06 | 2012-02-21 21:03:49 | INC0015281 | 5 - Medium | Service Request | Resolved | Pending Part | User unable to log into Insight | [NAME] | CZ - G&A - Support | Insight | Other | Other | Other | True | MuraleedharanH |  | Amit Sahoo | 2012-02-06 12:58:40 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Received confirmation from the user that he can access the account | [NAME]
2012-02-06 12:50:06 | 2012-02-08 09:21:00 | INC0015282 | 5 - Medium | Incident | Closed | Pending Customer | cannot access home drive | [NAME] | Accounts Administration | CI Not Found | Network/Connectivity | Network Device | Access | False | system |  | [NAME] | 2012-02-06 13:16:10 | 2798-07-24 00:00:00 | 2798-07-24 00:00:00 | home drive not mapping | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Corrected permissions to dept home share. Confirmed with user that she can now access all folders after reboot. | [NAME]
2012-02-06 12:52:06 | 2012-02-07 05:29:20 | INC0015284 | 6 - Low | Incident | Closed |  | Ticket For Monitoring R&D Applications | [NAME] | CZ - Research & Development - Support | Aperio US (Prod) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-06 12:57:23 | 2679-12-15 00:00:00 | 2679-12-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] done. | [NAME]
2012-02-06 12:54:17 | 2012-02-06 16:00:49 | INC0015285 | 5 - Medium | Incident | Closed |  | Computer Speakers | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Fault/Error | False | system |  | Case Dykstra | 2012-02-06 13:13:35 | 2561-04-26 00:00:00 | 2561-04-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | cd-installed hotkey feature utility, tested | Case Dykstra
2012-02-06 12:57:20 | 2012-02-07 11:18:31 | INC0015286 | 5 - Medium | Incident | Closed |  | [NAME] H:/ drive- Can read but cannot write | [NAME] | Accounts Administration | CI Not Found | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-06 13:08:27 | 2679-02-04 00:00:00 | 2679-02-04 00:00:00 | H:/ drive write permissions | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Gave user permission to his home drive. Tested creating an object on the user's home. Worked fine. | [NAME]
2012-02-06 12:58:19 | 2012-02-08 13:48:55 | INC0015287 | 5 - Medium | Service Request | Closed |  | assistance with VM setup | [NAME] | Deskside - Frederick | [NAME] | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-06 13:02:32 | 2797-03-18 00:00:00 | 2797-03-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] account has been setup for user, and he has been notified | [NAME]
2012-02-06 13:01:53 | 2012-02-10 13:58:57 | INC0015288 | 5 - Medium | Service Request | Closed | Assigned External | Add users to mailboxes. | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Access Request | False | system | 2973664 | [NAME] | 2012-02-06 14:17:56 | 3033-03-07 00:00:00 | 3033-03-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | IBM ticket number is resolved | [NAME]
2012-02-06 13:05:10 | 2012-02-07 17:32:46 | INC0015289 | 5 - Medium | Incident | Closed | Pending Customer | Getting the installation message when opening Office Products | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | COTS | Access | False | system |  | [NAME] | 2012-02-06 13:24:38 | 2677-10-22 00:00:00 | 2677-10-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Re-installed MS office and the patches resolved the issue | [NAME]
2012-02-06 13:05:33 | 2012-02-08 13:17:20 | INC0015290 | 5 - Medium | Service Request | Closed | Pending Customer | User cannot log into LMS | [NAME] | CZ - Enterprise Application - Support | Elements | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-06 13:37:15 | 2796-01-09 00:00:00 | 2796-01-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user confirmed | [NAME]
2012-02-06 13:12:00 |  | INC0015291 | 5 - Medium | Service Request | Pending | Assigned External | Request to Install Excel 2010 | [NAME] | Service Desk | Excel 2010 | Applications | Business Applications | Install/Remove | True | DawkinsG | 1909240 | [NAME] | 2012-02-06 13:20:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-06 13:15:18 | 2012-02-13 12:07:11 | INC0015292 | 5 - Medium | Service Request | Closed |  | [NAME] needs SQL server clone installed on the corporate network | [NAME] | Deskside - Frederick | SQL Monitoring (Prod) | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-02-06 13:21:30 | 3267-07-12 00:00:00 | 3267-07-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | after speaking to users manager and user, it was determined that he didnt need this software. user emailed me and ok'd closing of this ticket. | [NAME]
2012-02-06 13:16:57 | 2012-02-06 13:29:14 | INC0015293 | 5 - Medium | Service Request | Closed |  | Network Password Reset | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-06 13:29:14 | 2557-08-05 00:00:00 | 2557-08-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] and sent to Carroll Tilmont | [NAME]
2012-02-06 13:17:08 | 2012-02-10 07:39:55 | INC0015294 | 5 - Medium | Service Request | Closed | Pending Customer | needs service account created for for 4 servers | [NAME] | Service Desk | CI Not Found | Account Admin | New | Access | False | system |  | [NAME] | 2012-02-06 14:09:31 | 3030-09-04 00:00:00 | 3030-09-04 00:00:00 | Service Account | 1-2 Users Affected | [NAME] | False | 1 |  |  | [NAME]
2012-02-06 13:17:08 | 2012-02-06 13:30:03 | INC0015295 | 5 - Medium | Service Request | Closed |  | User states everytime goes to webex must reinstall activex | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | How To | False | system |  |  |  | 2557-07-25 00:00:00 | 2557-07-25 00:00:00 | activex | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | -ran IE as [NAME] and then ran install of webex activex_x000D_ -closed IE reopened and tried to run a webex did not get promted for install I checked addins and now is showing up in addin folder_x000D_ | [NAME]
2012-02-06 13:22:42 | 2012-02-06 13:36:40 | [NAME] | 5 - Medium | Incident | Closed |  | Domain and server name request for calendar on iPhone | [NAME] | Service Desk | CI Not Found | Applications | Outlook | Access | False | system |  | Stephanie Hightower |  | 2556-08-25 00:00:00 | 2556-08-25 00:00:00 | Domain and server name | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Informed client that she can not access her emails on a personal device unless using OWA._x000D_ | Stephanie Hightower
2012-02-06 13:27:00 | 2012-02-08 15:25:55 | INC0015299 | 5 - Medium | Incident | Closed | Pending Customer | User has a broken docking station. | [NAME] | Deskside - Gaithersburg | [NAME] | Hardware | Peripheral | Fault/Error | False | system |  | [NAME] | 2012-02-06 13:33:52 | 2792-07-01 00:00:00 | 2792-07-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Replaced the T400 dockstation | [NAME]
2012-02-06 13:27:21 |  | INC0015300 | 5 - Medium | Service Request | Assigned | Pending Customer | Admin ID and password request | [NAME] | Accounts Administration | CI Not Found | Account Admin | New | Access | True | IsaacD |  | [NAME] | 2012-02-17 15:58:18 | 00:00:00 |  | Globalspace | 1-2 Users Affected | [NAME] | False | 9
2012-02-06 13:27:37 | 2012-02-06 15:23:40 | INC0015301 | 5 - Medium | Service Request | Closed |  | Extend Account Request | Yasir Subeir | Accounts Administration | CI Not Found | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-06 13:29:26 | 2555-11-04 00:00:00 | 2555-11-04 00:00:00 | Accounts [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended the accounts. | [NAME]
2012-02-06 13:29:08 | 2012-02-06 18:46:56 | INC0015302 | 5 - Medium | Service Request | Closed | Pending Customer | User does not know what pin is for voicemail (ext. 5486) | [NAME] | Voice | [NAME] | Telephony | [NAME] | [NAME] | False | system |  | [NAME] | 2012-02-06 13:33:04 | 2555-08-05 00:00:00 | 2555-08-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User was able to access voice mail after resetting the password. | [NAME]
2012-02-06 13:29:43 | 2012-02-06 15:24:04 | INC0015304 | 5 - Medium | Service Request | Closed |  | Extend Account Request | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-06 13:30:48 | 2555-07-01 00:00:00 | 2555-07-01 00:00:00 | Accounts [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended the accounts. | [NAME]
2012-02-06 13:29:48 | 2012-02-09 10:15:17 | INC0015305 | 5 - Medium | Service Request | Closed |  | Install ODBC connection on Clients Laptop | [NAME] | Deskside - Gaithersburg | Other | Other | Other | Other | False | system |  | Case Dykstra | 2012-02-07 14:15:36 | 2910-04-26 00:00:00 | 2910-04-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | cd-registry mod was not granting rights, gave temporary admin rights, created system database in user account, tested connection:successful, pulled rights and rebooted. | Case Dykstra
2012-02-06 13:30:53 | 2012-02-06 15:24:26 | INC0015306 | 5 - Medium | Service Request | Closed |  | Extend Account Request | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-06 13:32:15 | 2555-04-22 00:00:00 | 2555-04-22 00:00:00 | Accounts [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended the accounts. | [NAME]
2012-02-06 13:31:01 |  | INC0015307 | 4 - High | Incident | In Progress | Pending Customer | Network connectivity issue - Client is offsite. | [NAME] | Deskside - Gaithersburg | Wireless (Prod) | Network/Connectivity | Wireless | Performance | True | WoodsV |  | [NAME] | 2012-02-08 05:34:51 | 00:00:00 |  | wireless connection | 1-2 Users Affected | Stephanie Hightower | False | 5
2012-02-06 13:31:20 | 2012-02-06 17:15:30 | INC0015308 | 5 - Medium | Service Request | Closed |  | can't save to the home drive | [NAME] | Accounts Administration | CI Not Found | Network | Network Device | Request for Information | False | system |  | [NAME] | 2012-02-06 13:40:21 | 2555-03-26 00:00:00 | 2555-03-26 00:00:00 | home drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added user to group that have rights to the folder. Had the user log off, back on and tested saving to the home drive. Worked fine. | [NAME]
2012-02-06 13:32:20 | 2012-02-06 15:24:45 | INC0015309 | 5 - Medium | Service Request | Closed |  | Extend Account Request | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-06 13:34:27 | 2555-01-25 00:00:00 | 2555-01-25 00:00:00 | Accounts [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended the accounts. | [NAME]
2012-02-06 13:34:31 | 2012-02-06 13:57:31 | INC0015310 | 5 - Medium | Service Request | Closed |  | Extend Account Request | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-06 13:36:04 | 2554-09-16 00:00:00 | 2554-09-16 00:00:00 | Accounts [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended the date to may 7, 2012 for all the listed. | [NAME]
2012-02-06 13:35:21 | 2012-02-06 16:26:14 | INC0015311 | 5 - Medium | Service Request | Closed |  | status of request for laptop [NAME] #2869945 | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-06 13:40:37 | 2554-07-28 00:00:00 | 2554-07-28 00:00:00 | Hardware | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | provided laptop as requested | [NAME]
2012-02-06 13:35:28 | 2012-02-06 14:45:16 | INC0015312 | 4 - High | Service Request | Closed |  | computer and phone removal | [NAME] | Deskside - California | CI Not Found | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-06 13:48:53 | 2554-07-21 00:00:00 | 2554-07-21 00:00:00 | phone | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | [NAME] (002290BB6A9E) monitor, mouse, keyboard and 200 Series Base. | [NAME]
2012-02-06 13:36:34 | 2012-02-06 14:13:30 | INC0015313 | 5 - Medium | Service Request | Closed |  | Internet Explorer - Upgrade Request | Stephaine Lopez |  | Internet Explorer 7 | Applications | Business Applications | s_Business Applications_Request For [NAME] | False | system |  | [NAME] |  | 2554-05-16 00:00:00 | 2554-05-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Informed user that IE 7 is the only approved version of IE for MedImmune. | [NAME]
2012-02-06 13:37:36 | 2012-02-08 10:12:01 | INC0015314 | 5 - Medium | Incident | Closed |  | User called and said he want spotFire 3.2 or above | [NAME] | Deskside - Gaithersburg | Spotfire Decision Site (Prod) | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-06 14:20:47 | 2790-10-04 00:00:00 | 2790-10-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Work Around) | JS 02-08-12 It looks like AZ have upgraded to a version that we do not have access to at MedImmune. The customer is going to see if the files can be back saved so he can open them. | [NAME]
2012-02-06 13:37:40 | 2012-02-13 11:29:07 | INC0015315 | 5 - Medium | Service Request | Closed |  | User does not want archiving setup in Outlook anymore | [NAME] | Executive Support | Outlook 2010 | Applications | COTS | Configuration | False | system |  | Farzin Saghri | 2012-02-06 16:24:15 | 3263-11-08 00:00:00 | 3263-11-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Removed users archive folders as those folders were corrupted causing outlook to lock up. Once removed, issue resolved. | Farzin Saghri
2012-02-06 13:48:22 | 2012-02-06 14:55:37 | INC0015318 | 5 - Medium | Service Request | Closed |  | Contractor needs Net account extended | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-06 13:50:48 | 2552-06-07 00:00:00 | 2552-06-07 00:00:00 | Net account | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Extended to May 10, 2012. | [NAME]
2012-02-06 13:50:38 | 2012-02-07 10:26:03 | INC0015319 | 5 - Medium | Service Request | Closed | Pending Customer | Need to have OPS and network account extended. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-07 10:01:02 | 2670-05-04 00:00:00 | 2670-05-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Extended account after receiving manager's approval. | [NAME]
2012-02-06 13:53:02 | 2012-02-06 15:06:31 | INC0015320 | 5 - Medium | Service Request | Closed |  | reference to ticket number 2981667 | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-06 13:56:10 | 2669-12-11 00:00:00 | 2669-12-11 00:00:00 | account | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] AD account has been updated to reflect [NAME] as his manager. | [NAME]
2012-02-06 13:53:12 | 2012-02-17 10:03:24 | INC0015321 | 5 - Medium | Incident | Resolved | Pending Customer | Error message when opening a PDF | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Fault/Error | True | GeorgeMa |  | [NAME] | 2012-02-06 14:28:33 | 00:00:00 |  | Adobe Pro 10 | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User getting an upgraded Laptop today and to close this ticket | [NAME]
2012-02-06 13:54:37 | 2012-02-06 14:07:55 | INC0015323 | 5 - Medium | Service Request | Closed |  | Request to install [NAME] 2003 | Thomas Fries | Service Desk | [NAME] 2003 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-06 14:07:55 | 2551-05-29 00:00:00 | 2551-05-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Remote into the user's PC and installed [NAME] 2003 | [NAME]
2012-02-06 13:55:09 | 2012-02-07 12:16:56 | INC0015324 | 5 - Medium | Service Request | Closed |  | Issues with Documentum | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-06 13:57:24 | 2669-08-06 00:00:00 | 2669-08-06 00:00:00 | Documentum | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-07-12 IE 7 has been re-installed along with MS Office 2003. The customers local profile has also been re-created. Word is now opening without errors and the customer is also able to open the Word document in documentum. | [NAME]
2012-02-06 13:56:45 | 2012-02-07 00:39:38 | INC0015325 | 5 - Medium | Incident | Closed |  | Hayward wd01 Switch Is Down | [NAME] | Network Level 2 | Switch | Network/Connectivity | Network Device | Outage | False | system |  | [NAME] | 2012-02-06 13:59:52 | 2669-05-02 00:00:00 | 2669-05-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] was rebooted by onsite site lead and is functioning normally again. | [NAME]
2012-02-06 13:57:32 | 2012-02-07 16:30:56 | INC0015326 | 5 - Medium | Service Request | Closed |  | Infected machine | [NAME] | Deskside - Gaithersburg | Laptop | Applications | COTS | Configuration | False | system |  | [NAME] | 2012-02-06 13:59:36 | 2669-03-16 00:00:00 | 2669-03-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-07-12 The machine has been cleaned of a fake anti-malware program. The machine is now stable and has been returned to the customer. | [NAME]
2012-02-06 14:03:30 | 2012-02-09 13:58:20 | INC0015329 | 5 - Medium | Service Request | Closed | Pending Customer | User needs name on phone and e-mail user name corrected. | [NAME] | Accounts Administration | CI Not Found | Hardware | Peripheral | Configuration | False | system |  | [NAME] | 2012-02-06 14:18:52 | 2904-10-12 00:00:00 | 2904-10-12 00:00:00 | First Day Setup | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The user's last name has been update in AD and on the Exchange. | [NAME]
2012-02-06 14:03:57 | 2012-02-08 12:54:50 | INC0015330 | 4 - High | Service Request | Closed | Pending Customer | User getting no dial tone or incoming calls | [NAME] | Deskside - Gaithersburg | CI Not Found | Telephony | [NAME] | Update Phone Display Name | False | system |  | [NAME] | 2012-02-06 14:14:11 | 2786-06-06 00:00:00 | 2786-06-06 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Re-configured and phone and resolved the issue | [NAME]
2012-02-06 14:08:45 | 2012-02-06 14:26:27 | INC0015332 | 5 - Medium | Incident | Closed |  | [NAME] is unable to modify or read his personal share drive folders. | [NAME] | Executive Support | AD (Active Directory) Account | Account Admin | General | Access | False | system |  | Farzin Saghri | 2012-02-06 14:11:41 | 2549-01-31 00:00:00 | 2549-01-31 00:00:00 |  | 1-2 Users Affected | Farzin Saghri | False | 0 | Solved (Permanently) | Remapped users H drive to directly show his share folders. Issue resolved. | Farzin Saghri
2012-02-06 14:10:08 | 2012-02-13 07:46:07 | INC0015333 | 5 - Medium | Incident | Closed | Pending Customer | SAP Password Reset | [NAME] | Service Desk | SAP ECC (Prod) | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-06 17:58:49 | 3258-07-09 00:00:00 | 3258-07-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | User's password has been reset. | [NAME]
2012-02-06 14:10:53 | 2012-02-06 16:54:28 | INC0015334 | 5 - Medium | Incident | Closed |  | 15307 - why is a Service Desk ticket assigned to a person not in that group? | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Incident | Fault/Error | False | system |  | [NAME] | 2012-02-06 14:14:04 | 2548-09-25 00:00:00 | 2548-09-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This was a result of 2 people updating the ticket at the same time.  I'll watch the tickets to make sure it's not happening again. | [NAME]
2012-02-06 14:14:51 | 2012-02-06 16:37:57 | INC0015335 | 5 - Medium | Incident | Closed |  | computer is having multiple issues | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Computer | Performance | False | system |  | [NAME] | 2012-02-06 14:35:53 | 2548-01-31 00:00:00 | 2548-01-31 00:00:00 | computer | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User's profile was created as temp and re-created to the old one and resolved the issue | [NAME]
2012-02-06 14:15:47 | 2012-02-06 14:25:34 | INC0015336 | 4 - High | Incident | Closed |  | User is unable to access her H Drive. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | General | Access | False | system |  | Rankit Thakkar | 2012-02-09 12:28:04 | 3021-01-15 00:00:00 | 3021-01-15 00:00:00 |  | 1-2 Users Affected | Farzin Saghri | True | 1 | Solved (Permanently) | Gave Proper Permissions to user's Home Directory. | Farzin Saghri
2012-02-06 14:18:59 | 2012-02-06 14:25:38 | INC0015338 | 5 - Medium | Service Request | Closed |  | Internet Explorer requires autentication on startup. | [NAME] | Service Desk | CI Not Found | Applications | COTS | How To | False | system |  |  |  | 2547-05-28 00:00:00 | 2547-05-28 00:00:00 | Medizone Verification | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Had the user click on Tools, Internet Options, Security, trusted sites, sites. I then had him add http://*medimmune.com to the trusted sites list after he had unchecked the server verification box. | [NAME]
2012-02-06 14:24:07 | 2012-02-06 16:30:31 | INC0015340 | 5 - Medium | Service Request | Closed |  | Dead Laptop Battery | [NAME] | Deskside - California | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-06 14:36:57 | 2546-07-24 00:00:00 | 2546-07-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | This user will be purchasing her own battery through her dept. | [NAME]
2012-02-06 14:31:00 | 2012-02-08 14:17:37 | INC0015342 | 5 - Medium | Service Request | Closed |  | [NAME] | [NAME] | Deskside - Field Sales | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-07 15:42:27 | 2781-12-26 00:00:00 | 2781-12-26 00:00:00 | Adobe | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Adobe was installed for the user and user was given information on how to order a new batteries | [NAME]
2012-02-06 14:35:46 | 2012-02-09 12:04:51 | INC0015343 | 5 - Medium | Incident | Closed |  | Monitor displays lines | [NAME] | Deskside - Frederick | Monitor | Hardware | Peripheral | Fault/Error | False | system |  | [NAME] | 2012-02-06 14:40:58 | 2899-06-24 00:00:00 | 2899-06-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | replacement monitor | [NAME]
2012-02-06 14:36:05 | 2012-02-06 15:03:28 | INC0015345 | 5 - Medium | Service Request | Closed |  | User needs account extended for 90 days | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-06 14:43:42 | 2544-08-05 00:00:00 | 2544-08-05 00:00:00 | Net account renewal | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Extended both to May 7. 2012. | [NAME]
2012-02-06 14:37:22 | 2012-02-06 15:49:51 | INC0015346 | 5 - Medium | Incident | Closed |  | BSI Error in Medi SAP QAS system | [NAME] | CZ - SAP Administration | ERPDEV2 | ServiceNow | Incident | Fault/Error | False | system |  | [NAME] | 2012-02-06 14:41:11 | 2544-05-20 00:00:00 | 2544-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | _________________________________________x000D_ From: [NAME], Ramaswamy _x000D_ Sent: Monday, February 06, 2012 3:22 PM_x000D_ To: [NAME], Dilbagh; [NAME], Tirupati_x000D_ Cc: SAP-BASIS-Support_x000D_ Subject: RE: ERPDEV2 : Server Performance Issue - URGENT _x000D_ _x000D_ This is Great!_x000D_ _x000D_ Thanks [NAME] and Dilbagh!_x000D_ _x000D_ _________________________________________x000D_ From: [NAME], Dilbagh _x000D_ Sent: Monday, February 06, 2012 3:20 PM_x000D_ To: Addagatlal, Tirupati_x000D_ Cc: SAP-BASIS-Support_x000D_ Subject: RE: ERPDEV2 : Server Performance Issue - URGENT _x000D_ _x000D_ Tiru,_x000D_ _x000D_ Thanks! For tacking care of this, I informed the business, they are happy it is working._x000D_ _x000D_ Thanks_x000D_ Dilbagh_x000D_ _x000D_ _________________________________________x000D_ From: Addagatlal, Tirupati _x000D_ Sent: Monday, February 06, 2012 3:17 PM_x000D_ To: [NAME], Dilbagh_x000D_ Cc: SAP-BASIS-Support_x000D_ Subject: RE: ERPDEV2 : Server Performance Issue - URGENT _x000D_ _x000D_ Dilbagh,_x000D_ _x000D_ Changes have been done and now SAP QAS pointing to BSI PRD._x000D_ _x000D_ Please check and update to business accordingly. _x000D_ _x000D_ Thanks & Regards_x000D_ [NAME] _x000D_ _x000D_ _x000D_ _x000D_ _________________________________________x000D_ From: [NAME], Dilbagh _x000D_ Sent: Monday, February 06, 2012 3:15 PM_x000D_ To: Addagatlal, Tirupati_x000D_ Cc: SAP-BASIS-Support_x000D_ Subject: RE: ERPDEV2 : Server Performance Issue - URGENT _x000D_ _x000D_ Tiru,_x000D_ _x000D_ It is really good idea, please go head point SAP QAS to BSI PRD_x000D_ _x000D_ _x000D_ Thanks_x000D_ Dilbagh_x000D_ _x000D_ _________________________________________x000D_ From: Addagatlal, Tirupati _x000D_ Sent: Monday, February 06, 2012 3:12 PM_x000D_ To: [NAME], Dilbagh_x000D_ Cc: SAP-BASIS-Support_x000D_ Subject: RE: ERPDEV2 : Server Performance Issue - URGENT _x000D_ _x000D_ Gill,_x000D_ _x000D_ If is it very critical, can we change the pointer SAP QAS to BSI PRD and let complete the testing?? … so we no need to hold business on testing part. _x000D_ _x000D_ Please suggest so I can re-point to Medimmune52 server._x000D_ _x000D_ Thanks _x000D_ [NAME] _x000D_ | [NAME]
2012-02-06 14:38:28 | 2012-02-07 13:46:00 | INC0015347 | 5 - Medium | Service Request | Closed |  | needs acces to E: drive | Mustimbo [NAME] | Accounts Administration | CI Not Found | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-02-06 14:42:50 | 2662-06-25 00:00:00 | 2662-06-25 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Added user to the SHARE-RESEARCH-M after getting approval from the manager. | [NAME]
2012-02-06 14:38:39 | 2012-02-08 06:03:52 | INC0015348 | 5 - Medium | Service Request | Closed |  | Sharepoint config File | [NAME] | CZ - Clinical & Regulatory - Support | Sharepoint (Prod) | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-06 15:49:11 | 2780-09-23 00:00:00 | 2780-09-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Hub configuration for the study CD-RI-MEDI4212-1085 Version2.0 has been completed. | [NAME]
2012-02-06 14:43:16 | 2012-02-08 12:21:09 | INC0015354 | 5 - Medium | Service Request | Closed |  | IP for Printer/Copier | Crystal Brooks | Intel Server Support | Printer | Printing | Hardware | Configuration | False | system |  | [NAME] | 2012-02-06 14:49:43 | 2779-12-21 00:00:00 | 2779-12-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | MD1_1_4214_Ecopy = 10.10.49.208 as per [NAME]. | [NAME]
2012-02-06 14:43:45 | 2012-02-10 14:31:11 | INC0015355 | 5 - Medium | Service Request | Closed |  | On Boarding Form - OBF13155 - Priscilla Cosby, 2/13/12 | [NAME] | Accounts Administration | CI Not Found | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-06 14:50:20 | 3016-06-12 00:00:00 | 3016-06-12 00:00:00 | Accounts [NAME] | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account created and manager notified via email | [NAME]
2012-02-06 14:44:55 | 2012-02-06 16:17:18 | INC0015358 | 4 - High | Service Request | Closed |  | Request to add users to group | [NAME] | ServiceNow [NAME] | Other | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-02-06 14:45:57 | 2543-02-22 00:00:00 | 2543-02-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] and [NAME] have been added to the CZ- Commercial Support resolver group | [NAME]
2012-02-06 14:45:54 | 2012-02-06 14:55:41 | [NAME] | 5 - Medium | Service Request | Closed |  | update for Remedy#2938135 | [NAME] | Service Desk | CI Not Found | Hardware | Computer | Request For Information | False | system |  |  |  | 2779-07-16 00:00:00 | 2779-07-16 00:00:00 | Hardware | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | See work log_x000D_ | [NAME]
2012-02-06 14:55:37 | 2012-02-15 17:28:42 | INC0015365 | 5 - Medium | Incident | Resolved | Assigned External | Can not access AZ live meetings. | [NAME] | Service Desk | Live Meeting | Applications | Business Applications | Access | True | KrittJ | AZ 2982005 | [NAME] | 2012-02-13 12:48:34 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Called AZ for update and was advised has been closed. _x000D_ _x000D_ Software already installed. | [NAME]
2012-02-06 14:56:37 | 2012-02-16 10:16:17 | INC0015366 | 5 - Medium | Service Request | Resolved | Pending Customer | I need to install the CommVault Simpana agent to enable backups of this server | [NAME] | Intel Server Support | MEDIMMUNE118 | Server/Data Center | Database/System | Access Request | True | TranTh |  | [NAME] | 2012-02-07 12:28:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4 | Solved (Permanently) | [NAME] rights.  Resolving ticket. | Thuan Tran
2012-02-06 14:56:53 | 2012-02-06 15:07:39 | INC0015367 | 5 - Medium | Service Request | Closed |  | needs to connect to a printer | [NAME] | Service Desk | Print (Prod) | Hardware | Peripheral | How To | False | system |  | [NAME] | 2012-02-06 15:07:39 | 2541-03-06 00:00:00 | 2541-03-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | connected [NAME] to that printer | [NAME]
2012-02-06 14:56:55 | 2012-02-06 14:58:27 | INC0015368 | 5 - Medium | Service Request | Closed |  | Replace docking station | [NAME] | Executive Gold - Gaithersburg | [NAME] | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-06 14:58:27 | 2541-03-04 00:00:00 | 2541-03-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Replaced docking station | [NAME]
2012-02-06 14:59:25 | 2012-02-06 15:11:07 | [NAME] | 5 - Medium | Service Request | Closed |  | [NAME] of Servise Desk | [NAME] | Service Desk | CI Not Found | Other | Other | Other | False | system |  | [NAME] | 2012-02-06 15:11:07 | 2540-10-05 00:00:00 | 2540-10-05 00:00:00 | IT support | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Advised caller to send to [EMAIL] | [NAME]
2012-02-06 15:02:21 | 2012-02-09 15:27:54 | INC0015370 | 5 - Medium | Service Request | Closed |  | User trying to get a email passed thru Spam manager | [NAME] | Exchange Server Support | CI Not Found | Applications | Outlook | How To | False | system |  | [NAME] | 2012-02-06 19:34:14 | 2895-02-10 00:00:00 | 2895-02-10 00:00:00 | Spam Manager | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] asked that call be resolved | [NAME]
2012-02-06 15:02:42 |  | INC0015371 | 5 - Medium | Service Request | In Progress | Assigned External | SAPGUI 7.0 patch 14 installation | [NAME] | Deskside - Gaithersburg | SAP BI (Prod) | Applications | Business Applications | Install/Remove | True | SuttonJo | AZ 2986874 | [NAME] | 2012-02-16 08:17:34 | 00:00:00 |  | install | 1-2 Users Affected | [NAME] | False | 4
2012-02-06 15:05:20 | 2012-02-09 13:38:06 | INC0015372 | 5 - Medium | Service Request | Closed |  | Computer needs to be added to the network | Gregory Nguyen | Deskside - California | [NAME] | Network | Network Device | Request/Replace | False | system |  | [NAME] | 2012-02-06 15:07:33 | 2894-08-15 00:00:00 | 2894-08-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Lab computer was added to the domain, I installed EndPoint and installed the MS updates | [NAME]
2012-02-06 15:07:20 | 2012-02-09 11:29:05 | INC0015374 | 5 - Medium | Service Request | Closed | Pending Customer | Please add new user to citrix group | [NAME] | Accounts Administration | Citrix | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-06 15:12:41 | 2894-04-17 00:00:00 | 2894-04-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Added to group. | [NAME]
2012-02-06 15:10:08 | 2012-02-08 15:19:34 | INC0015375 | 5 - Medium | Incident | Closed |  | User is trying to get Administrative Access | [NAME] | Accounts Administration | CI Not Found | Account Admin | General | Access | False | JonesSha |  | [NAME] | 2012-02-07 17:21:16 | 2775-07-23 00:00:00 | 2775-07-23 00:00:00 | New User Account | 1-2 Users Affected | [NAME] | False | 4 | Solved (Permanently) | Resolving with current memberships. | [NAME]
2012-02-06 15:11:22 | 2012-02-08 16:13:47 | INC0015376 | 5 - Medium | Incident | Closed |  | Need Equipement for New location in Building 55 Room 128 | [NAME] | Deskside - Gaithersburg | Desktop | Telephony | [NAME] | Access | False | system |  | [NAME] | 2012-02-08 14:40:51 | 2775-05-10 00:00:00 | 2775-05-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 4 | Solved (Permanently) | setup as requested | [NAME]
2012-02-06 15:15:06 | 2012-02-06 17:31:10 | INC0015378 | 5 - Medium | Service Request | Closed |  | User needs to be added to Cz Enterprise Application Support | [NAME] | ServiceNow [NAME] | CI Not Found | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-02-06 15:28:46 | 2538-03-09 00:00:00 | 2538-03-09 00:00:00 | Service Now Group. | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | [NAME] has been added to the Enterprise Application Support Group as requested | [NAME]
2012-02-06 15:15:46 | 2012-02-06 15:24:29 | INC0015379 | 5 - Medium | Incident | Closed |  | User is unable to send/receive e-mail throughout the day. | [NAME] | Executive Support | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | Farzin Saghri | 2012-02-06 15:19:40 | 2538-01-28 00:00:00 | 2538-01-28 00:00:00 |  | 1-2 Users Affected | Farzin Saghri | False | 0 | Solved (Permanently) | User had incorrect exchange server name. Provided the correct exchange server address. Issue resolved. | Farzin Saghri
2012-02-06 15:17:22 | 2012-02-07 09:24:31 | INC0015380 | 3 - Tier 3 App Outage | Incident | Closed | Pending Customer | ERPDEV2 - Server Performance Issue | [NAME] | Service Desk | ERPDEV2 | Server/Data Center | Database/System | Performance | False | system | IBM 2982258 | [NAME] | 2012-02-06 18:15:13 | 2656-02-03 00:00:00 | 2656-02-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Issue has been resolved. Closing per Client | [NAME]
2012-02-06 15:19:44 | 2012-02-06 15:25:56 | INC0015382 | 5 - Medium | Incident | Closed |  | [NAME] is unable to open outlook 2003. Outlook locks up. | [NAME] | Executive Support | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | Farzin Saghri | 2012-02-06 15:20:51 | 2537-06-04 00:00:00 | 2537-06-04 00:00:00 |  | 1-2 Users Affected | Farzin Saghri | False | 0 | Solved (Permanently) | [NAME] outlook profile as he was continuously having issues. Once created, [NAME] has no longer had issues with his calender and e-mails locking up. Issue resolved. | Farzin Saghri
2012-02-06 15:20:36 | 2012-02-06 22:47:29 | INC0015383 | 5 - Medium | Service Request | Closed |  | Admin Access | [NAME] | Intel Server Support | CI Not Found | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-06 15:33:47 | 2773-11-02 00:00:00 | 2773-11-02 00:00:00 | Accounts [NAME] | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | Account has now been created.  Account name = ops_singhg | [NAME]
2012-02-06 15:24:56 | 2012-02-07 08:51:30 | INC0015384 | 5 - Medium | Incident | Closed |  | Excel- Can not open worksheet. | [NAME] | Service Desk | Excel 2003 | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-06 15:26:34 | 2654-11-06 00:00:00 | 2654-11-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Converted the non sensitive file for user. He was able to open successfully. | [NAME]
2012-02-06 15:26:06 | 2012-02-06 15:30:11 | INC0015385 | 5 - Medium | Incident | Closed |  | User is unable to use her mouse and keyboard when she is docked. | [NAME] | Executive Support | [NAME] | Hardware | Peripheral | Fault/Error | False | system |  | Farzin Saghri | 2012-02-06 15:28:48 | 2536-05-18 00:00:00 | 2536-05-18 00:00:00 |  | 1-2 Users Affected | Farzin Saghri | False | 0 | Solved (Permanently) | Power cycled [NAME]'s workstation. Docked her machine - mouse and keyboard worked as intended. Issue resolved. | Farzin Saghri
2012-02-06 15:32:13 | 2012-02-06 15:36:09 | INC0015387 | 5 - Medium | Incident | Closed |  | [NAME] is requesting to have read access to his departments share drive. | [NAME] | Executive Support | AD (Active Directory) Account | Account Admin | General | Access | False | system |  | Farzin Saghri | 2012-02-06 15:36:09 | 2535-05-17 00:00:00 | 2535-05-17 00:00:00 |  | 1-2 Users Affected | Farzin Saghri | False | 0 | Solved (Permanently) | [NAME] access to his departments share drive (Clinical). | Farzin Saghri
2012-02-06 15:33:56 | 2012-02-07 12:07:29 | INC0015388 | 5 - Medium | Service Request | Closed | Pending Customer | Needs password reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system |  | [NAME] |  | 2653-05-15 00:00:00 | 2653-05-15 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | As per email from EU issue has been resolved | [NAME]
2012-02-06 15:34:04 | 2012-02-06 16:08:15 | INC0015389 | 5 - Medium | Service Request | Closed |  | Phone number in AD wrong | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-06 15:38:05 | 2535-01-26 00:00:00 | 2535-01-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Changed the phone number in AD with the updated phone number user sent. | [NAME]
2012-02-06 15:34:24 | 2012-02-09 09:41:24 | INC0015390 | 5 - Medium | Service Request | Closed | Assigned External | Account Names Error | [NAME] | CZ - Commercial - Support | MI Mosaic (Offline) | Applications | Mobile Applications | s_Mobile Applications_Business Operation | False | system | HCP Add/Update | [NAME] | 2012-02-06 16:28:45 | 2889-11-05 00:00:00 | 2889-11-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Work Around) | Forwarded to Business Ops | [NAME]
2012-02-06 15:36:57 | 2012-02-06 15:50:03 | INC0015391 | 5 - Medium | Service Request | Closed |  | Unable to save to her H drive. | [NAME] | Service Desk | AD (Active Directory) Account | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-02-06 15:50:03 | 2534-08-06 00:00:00 | 2534-08-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Contacted EU issue has been resolved | [NAME]
2012-02-06 15:37:16 | 2012-02-06 15:38:49 | INC0015392 | 5 - Medium | Incident | Closed |  | User is requesting to add a new mailbox for external relations. | [NAME] | Executive Support | Outlook 2003 | Applications | Outlook | Access | False | system |  | Farzin Saghri | 2012-02-06 15:38:24 | 2534-07-18 00:00:00 | 2534-07-18 00:00:00 |  | 1-2 Users Affected | Farzin Saghri | False | 0 | Solved (Permanently) | Added External Relations to [NAME]'s mailbox. Issue resolved. | Farzin Saghri
2012-02-06 15:37:44 | 2012-02-06 15:45:02 | INC0015394 | 5 - Medium | Incident | Closed |  | Unable to change | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | Performance | False | system |  | [NAME] | 2012-02-06 15:45:02 | 2534-06-20 00:00:00 | 2534-06-20 00:00:00 | H: Drive Issue | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) |  | [NAME]
2012-02-06 15:38:08 | 2012-02-06 19:25:07 | INC0015395 | 5 - Medium | Service Request | Closed |  | Elms Password Reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system |  | [NAME] |  | 2534-05-27 00:00:00 | 2534-05-27 00:00:00 | Elms | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | EU emailed us back to inform issue is taken care of | [NAME]
2012-02-06 15:40:13 | 2012-02-06 16:47:16 | INC0015396 | 5 - Medium | Incident | Closed |  | Realplayer causes an script error for IE | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Fault/Error | False | system |  | [NAME] | 2012-02-06 16:55:04 | 2770-08-13 00:00:00 | 2770-08-13 00:00:00 | Real Player | 2 to 20 Users Affected | [NAME] | True | 3 | Solved (Permanently) | JK- real player was opening up vm's instead of windows media player. switch programs and everythign is fine now | [NAME]
2012-02-06 15:43:48 | 2012-02-18 22:17:26 | [NAME] | 5 - Medium | Service Request | Resolved |  | can't view all groups when assigning to a new group | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | True | LloydCo |  | [NAME] | 2012-02-07 09:46:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Not Solved | Was unable to replicate the issue even when impersonating the client. | [NAME]
2012-02-06 15:44:48 | 2012-02-06 16:15:22 | INC0015399 | 5 - Medium | Service Request | Closed |  | needs snagit installed | [NAME] | Service Desk | CI Not Found | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-02-06 16:15:22 | 2533-04-22 00:00:00 | 2533-04-22 00:00:00 | Application | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] per the notes. | [NAME]
2012-02-06 15:47:01 |  | INC0015401 | 5 - Medium | Incident | Assigned |  | Management Service on Cisco ACS server not responding | Waqar Dar | Network Level 3 | Wireless | Network/Connectivity | Wireless | Access | True | DarW |  | Waqar Dar | 2012-02-06 15:57:06 | 00:00:00 |  |  | 1-2 Users Affected | Waqar Dar | False | 1
2012-02-06 15:50:30 | 2012-02-06 17:28:14 | [NAME] | 5 - Medium | Service Request | Closed | Pending Customer | Please see below. LMS, does not take my current password | [NAME] | Service Desk | Elements | Applications | Business Applications | How To | False | system |  | [NAME] | 2012-02-06 15:55:54 | 2532-05-15 00:00:00 | 2532-05-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User is able to log in at this point | [NAME]
2012-02-06 15:53:13 | 2012-02-07 17:51:10 | INC0015403 | 5 - Medium | Service Request | Closed | Pending Customer | Needs an update on ticket 2960064 | [NAME] | Voice | [NAME] | Telephony | [NAME] | [NAME] | False | system |  | [NAME] | 2012-02-06 15:58:19 | 2650-03-15 00:00:00 | 2650-03-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User was able to self enroll into the voice mail system. | [NAME]
2012-02-06 15:55:25 | 2012-02-06 15:58:10 | INC0015404 | 5 - Medium | Service Request | Closed |  | eLMS Account Lockout | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-06 15:58:10 | 2531-07-25 00:00:00 | 2531-07-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Called User. User confirmed that she is able to log in to eLMS and her account is not locked | [NAME]
2012-02-06 15:56:39 | 2012-02-06 16:00:24 | INC0015405 | 5 - Medium | Service Request | Closed |  | Need Elms Password Reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system |  | [NAME] |  | 2531-05-12 00:00:00 | 2531-05-12 00:00:00 | Elms Password | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | contacted user issue has been resolved | [NAME]
2012-02-06 15:57:20 | 2012-02-07 09:32:10 | INC0015406 | 4 - High | Incident | Closed |  | User is not able to get into her Outlook. | [NAME] | Deskside - Gaithersburg | Outlook 2007 | Applications | Outlook | Access | False | system |  | [NAME] | 2012-02-06 16:09:34 | 2649-07-11 00:00:00 | 2649-07-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-07-12 Customers password had expired. Once this had been changed the customer was able to receive mail. | [NAME]
2012-02-06 15:57:37 | 2012-02-21 21:06:25 | INC0015407 | 5 - Medium | Service Request | Resolved | Pending Part | Insight PW reset | [NAME] | CZ - G&A - Support | Insight | Applications | Business Applications | [NAME] | True | MuraleedharanH |  | Amit Sahoo | 2012-02-06 16:02:04 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Received confirmation from the user that he was able to login to his account | [NAME]
2012-02-06 15:58:39 | 2012-02-06 17:28:59 | INC0015409 | 5 - Medium | Service Request | Closed |  | eLMS password reset | [NAME] | Service Desk | Elements | Applications | Business Applications | [NAME] | False | system |  | [NAME] | 2012-02-06 15:59:41 | 2531-01-12 00:00:00 | 2531-01-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | user is able to log in now | [NAME]
2012-02-06 15:59:21 |  | INC0015410 | 5 - Medium | Incident | Pending | Pending Customer | ELMS access | [NAME] | CZ - Enterprise Application - Support | eLMS Enterprise Elements (Dev) | Applications | Business Applications | Access | True | MullaveeduB |  | [NAME] | 2012-02-06 16:18:45 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-06 15:59:35 | 2012-02-07 08:42:03 | INC0015411 | 5 - Medium | Incident | Closed | Assigned External | Locked out of her account | [NAME] | Service Desk | CI Not Found | Account Admin | General | Access | False | system | Pending Az ticket # | [NAME] | 2012-02-06 17:59:27 | 2649-02-26 00:00:00 | 2649-02-26 00:00:00 | SAP Production ARP | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) |  | [NAME]
2012-02-06 16:04:43 | 2012-02-08 16:14:10 | INC0015414 | 5 - Medium | Incident | Closed |  | Desk phone cutting out | [NAME] | Deskside - Gaithersburg | CI Not Found | Telephony | [NAME] | Performance | False | system |  | [NAME] | 2012-02-08 11:13:19 | 2766-08-04 00:00:00 | 2766-08-04 00:00:00 | phone | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | swapped phone, tested ok | [NAME]
2012-02-06 16:04:49 | 2012-02-10 15:25:46 | INC0015415 | 5 - Medium | Service Request | Closed | Pending Customer | New IP and Host name for VM | [NAME] | Service Desk | MD3AS040 | Server/Data Center | Hardware | Configuration | False | system |  | [NAME] | 2012-02-06 16:08:50 | 3003-02-17 00:00:00 | 3003-02-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Duplicate ticket. | [NAME]
2012-02-06 16:09:33 | 2012-02-07 16:44:54 | INC0015419 | 5 - Medium | Service Request | Closed | Pending Customer | eLMS password reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system |  | [NAME] |  | 2647-07-09 00:00:00 | 2647-07-09 00:00:00 | elMS | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | reply from: GonzalezM@MedImmune.com_x000D_ _x000D_ Thank you this was worked out._x000D_ _x000D_ Monica_x000D_ | [NAME]
2012-02-06 16:09:35 |  | INC0015420 | 5 - Medium | Incident | Assigned | Pending Customer | eTMF Timeout Issue | [NAME] | Enterprise System Engineering | eTMF (DEV) | Applications | Business Applications | Fault/Error | True | rheringhaus |  | [NAME] | 2012-02-14 12:15:44 | 00:00:00 |  | eTMF | 1-2 Users Affected | [NAME] | False | 7
2012-02-06 16:16:09 | 2012-02-07 12:48:16 | INC0015422 | 5 - Medium | Service Request | Closed | Pending Customer | Unable to access her H drive | [NAME] | Service Desk | AD (Active Directory) Account | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-02-06 16:24:20 | 2646-06-08 00:00:00 | 2646-06-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User stated the issue has been resolved | [NAME]
2012-02-06 16:16:28 | 2012-02-08 13:54:27 | INC0015423 | 4 - High | Service Request | Closed | Assigned External | SAP Password Reset Request | [NAME] | Service Desk | SAP BI (Prod) | Account Admin | Reset | Password | False | system | 2982295 | [NAME] | 2012-02-06 17:59:57 | 2764-08-29 00:00:00 | 2764-08-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | AZ has emailed us informing of resolution. Called user and left voicemail detailing that the PW has been reset. | [NAME]
2012-02-06 16:18:14 | 2012-02-07 10:24:43 | INC0015424 | 5 - Medium | Service Request | Closed | Pending Customer | Louisville Security is having issues with logging in to our PCSC system | [NAME] | Intel Server Support | PCSC (Prod) | Applications | Business Applications | How To | False | system |  | [NAME] | 2012-02-07 03:35:01 | 2646-02-03 00:00:00 | 2646-02-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | The customer called application support for the application in question and they resolved the issue. | [NAME]
2012-02-06 16:18:54 | 2012-02-10 12:22:51 | INC0015425 | 5 - Medium | Service Request | Closed | Pending Customer | eLMS password Reset | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-06 16:19:58 | 3000-10-25 00:00:00 | 3000-10-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Was an old ticket imported into IT Support Mailbox | [NAME]
2012-02-06 16:23:30 | 2012-02-06 16:27:21 | INC0015427 | 5 - Medium | Service Request | Closed |  | User wants to know what the Company # is in Open Air | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | How To | False | system |  |  |  | 2526-12-13 00:00:00 | 2526-12-13 00:00:00 | Open Air | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The company # is the employee #. | [NAME]
2012-02-06 16:26:22 | 2012-02-08 17:36:24 | INC0015430 | 5 - Medium | Service Request | Closed | Assigned External | Check the status of IBM ticket # 2964146 | [NAME] | Service Desk | CI Not Found | Other | Other | Other | False | system | IBM 2964146 | [NAME] | 2012-02-06 16:28:26 | 2763-01-13 00:00:00 | 2763-01-13 00:00:00 | IBM ticket follow up | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | IBM says account has been created. Called user and left voicemail detailing such. | [NAME]
2012-02-06 16:27:26 | 2012-02-06 16:37:05 | INC0015431 | 5 - Medium | Service Request | Closed |  | ops account locked | [NAME] | Accounts Administration | CI Not Found | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-07 15:16:10 | 2881-02-18 00:00:00 | 2881-02-18 00:00:00 | password reset | 1-2 Users Affected | [NAME] | True | 3 | Solved (Permanently) | unlocked [NAME]'s account, and assigned him a new password | [NAME]
2012-02-06 16:33:05 | 2012-02-06 17:06:38 | INC0015433 | 5 - Medium | Service Request | Closed |  | Please hide IS Service Desk from the GAL | [NAME] | Accounts Administration | Exchange 2010 | Account Admin | Modify | Mailbox | False | system |  | [NAME] | 2012-02-06 16:37:32 | 2525-05-17 00:00:00 | 2525-05-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The IS Service Desk mailbox has been hidden from Exchange address lists, which could take up to 48 hours to replicate. | [NAME]
2012-02-06 16:38:15 | 2012-02-06 17:00:06 | INC0015437 | 5 - Medium | Service Request | Closed |  | User called to check up on IBM ticket # 297220 | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Provisioning | Change In Position | False | system |  | [NAME] |  | 2524-07-11 00:00:00 | 2524-07-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Let the user know that he has the right form and that he needs to select Account operator on the form | [NAME]
2012-02-06 16:48:11 | 2012-02-07 12:03:46 | INC0015440 | 5 - Medium | Service Request | Closed |  | [NAME] Issues | Evgeniya Antonova | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-02-06 16:53:55 | 2641-03-04 00:00:00 | 2641-03-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-07-12 There looked to be an issue with the OST file. This was scanned errors were found and repaired. | [NAME]
2012-02-06 16:57:59 | 2012-02-07 11:49:51 | INC0015443 | 5 - Medium | Service Request | Closed |  | User does not have read\write access to own home folder | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Home Folder | False | system |  | [NAME] | 2012-02-06 17:00:00 | 2639-07-25 00:00:00 | 2639-07-25 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User called back confirming that he's able to access his home folder. Closing this ticket. | [NAME]
2012-02-06 17:04:18 | 2012-02-06 17:09:28 | INC0015447 | 5 - Medium | Incident | Closed |  | Can't Send Email | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-06 17:09:28 | 2520-03-31 00:00:00 | 2520-03-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Had user close and reopen outlook. _x000D_ | [NAME]
2012-02-06 17:15:28 | 2012-02-08 12:52:03 | INC0015449 | 5 - Medium | Service Request | Closed |  | Cannot access Home Folder | Ambarish Shah | Service Desk | CI Not Found | Account Admin | Modify | Home Folder | False | system |  |  | 2012-02-08 10:26:31 | 2754-12-20 00:00:00 | 2754-12-20 00:00:00 | Home Folder | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User called back. Walked the user through getting his H: drive back. | [NAME]
2012-02-06 17:22:46 | 2012-02-06 22:00:16 | INC0015453 | 5 - Medium | Service Request | Closed |  | Please create a report that shows all tickets opened by the service desk agents | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Incident | [NAME] | False | system |  | [NAME] | 2012-02-06 17:27:03 | 2517-03-19 00:00:00 | 2517-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Created report named "Opened by Service Desk" and published it to everyone.  You can find it in the Incidents section of the reports page.  You can add/remove fields and change the time frame easily.  Schedule a 20 minute webex with me and I'll go over reporting with you so you can create reports on the fly. | [NAME]
2012-02-06 17:29:35 | 2012-02-20 04:13:09 | INC0015455 | 5 - Medium | Service Request | Resolved | Pending Part | Insight PW Reset | [NAME] | CZ - G&A - Support | Insight | Applications | Business Applications | [NAME] | True | MuraleedharanH |  | Amit Sahoo | 2012-02-06 17:31:49 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Received mail from user saying that she can access her account now. | [NAME]
2012-02-06 17:30:36 | 2012-02-10 13:33:00 | INC0015456 | 5 - Medium | Incident | Closed | Pending Customer | Excel not opening | [NAME] | Service Desk | Excel 2003 | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-06 17:32:32 | 2989-01-13 00:00:00 | 2989-01-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | installed compatibility, told user if he is still having same issue contact us back | [NAME]
2012-02-06 17:39:48 | 2012-02-06 18:15:42 | INC0015457 | 4 - High | Service Request | Closed |  | User needs to be made a member of the Telcom group. | Christine [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-06 17:49:29 | 2514-06-01 00:00:00 | 2514-06-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Sent an email to the user and her manager for approval. Added user to the SHARE-TELECOM-M group after getting  the approval from the manager. | [NAME]
2012-02-06 17:40:24 | 2012-02-09 11:44:27 | INC0015458 | 5 - Medium | Service Request | Closed |  | Request To Move Server To Gig Switchport | [NAME] | Network Level 2 | MD3AS063 | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-06 17:48:37 | 2869-02-23 00:00:00 | 2869-02-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The server was relocated to a gig port on a user access portion of the stack. | [NAME]
2012-02-06 17:44:07 |  | INC0015463 | 5 - Medium | Service Request | Pending | Assigned External | Printing closed work orders within SAP is not working normally | [NAME] | Service Desk | Printer | Printing | Application | Configuration | True | YeY | 3006052 | [NAME] | 2012-02-06 17:49:38 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently)
2012-02-06 17:45:37 | 2012-02-14 06:56:13 | INC0015464 | 5 - Medium | Incident | Resolved | Pending Customer | Need RCA document to find out what causes SBYMAS306 server down twice on the [NAME] | [NAME] | Intel Server Support | eCTD Viewer (Prod) | Server/Data Center | Database/System | Fault/Error | True | KirkhamB |  | [NAME] | 2012-02-06 17:51:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | resolved | [NAME]
2012-02-06 17:51:48 | 2012-02-06 21:51:53 | INC0015465 | 5 - Medium | Service Request | Closed |  | User's name is incorrect in Service Now | Christine [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-06 17:54:34 | 2512-06-11 00:00:00 | 2512-06-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Fixed first name. | [NAME]
2012-02-06 17:53:42 | 2012-02-06 19:07:14 | [NAME] | 5 - Medium | Incident | Closed |  | Pay roll team needs this Server (ERPDEV2) back online immediately | [NAME] | Exchange Server Support | ERPDEV2 | Server/Data Center | Database/System | Outage | False | system |  |  | 2012-02-06 17:58:31 | 2512-02-18 00:00:00 | 2512-02-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Ticket is a duplicate of INC0015380 | [NAME]
2012-02-06 17:58:51 | 2012-02-09 10:34:15 | INC0015469 | 5 - Medium | Incident | Closed | Pending Customer | wireless printer | [NAME] | Deskside - Field Sales | Printer | Printing | Hardware | Fault/Error | False | system |  | [NAME] | 2012-02-06 18:25:50 | 2866-02-12 00:00:00 | 2866-02-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Spoke to user this morning who stated that he is no longer having the issue with his wireless closing ticket | [NAME]
2012-02-06 18:01:13 | 2012-02-14 11:22:53 | INC0015473 | 5 - Medium | Incident | Closed |  | User needs Citrix on his Mac 0c 10.7.3 (lion) | Ambarish Shah |  | Citrix | Applications | Business Applications | Access | False | system |  | [NAME] |  | 3338-11-02 00:00:00 | 3338-11-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | We do not have access to the files needed to conifure the users personaly owned [NAME] for citrix._x000D_ _x000D_ | [NAME]
2012-02-06 18:06:22 |  | INC0015475 | 5 - Medium | Service Request | In Progress |  | 12371 - need to look at what happens when someone replies to an email from S-Now | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Incident | Change Process | True | TirrellR |  | [NAME] | 2012-02-06 18:12:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-06 18:11:49 |  | INC0015477 | 5 - Medium | Service Request | Pending | Assigned External | called to check on ticket 2960186 | Ramesh Ganaraju | Service Desk | CI Not Found | Other | Other | Other | True | TorrenceA | 2960186 | [NAME] |  | 00:00:00 |  | SPN | 1-2 Users Affected | [NAME] | False | 0
2012-02-06 18:29:13 | 2012-02-06 18:52:21 | INC0015478 | 5 - Medium | Service Request | Closed |  | trying to connect to OTG and getting invalid password error | [NAME] | Service Desk | OnTheGo | Applications | Business Applications | [NAME] | False | system |  |  |  | 2506-04-19 00:00:00 | 2506-04-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | -I reset her grid gaurd_x000D_ -User setup grid gaurd tried to login and succesfully logged in... | [NAME]
2012-02-06 18:29:24 | 2012-02-08 07:31:35 | INC0015479 | 5 - Medium | Service Request | Closed |  | User needs his Network Account extended. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-06 18:33:37 | 2742-10-28 00:00:00 | 2742-10-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account extended and manager notified. New expiration 5/14/2012 | [NAME]
2012-02-06 19:12:27 | 2012-02-13 17:42:06 | INC0015483 | 5 - Medium | Incident | Closed | Pending Customer | User is not able to login to elms | [NAME] | CZ - Enterprise Application - Support | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-06 19:23:24 | 3327-02-19 00:00:00 | 3327-02-19 00:00:00 | elms | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | user able to login to appilication | [NAME]
2012-02-06 19:43:59 | 2012-02-07 13:47:10 | INC0015484 | 5 - Medium | Service Request | Closed |  | User would like Chem Station app installed on her device | Shweta Hegde | Deskside - California | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-06 20:59:09 | 2612-04-17 00:00:00 | 2612-04-17 00:00:00 | Chem station | 1-2 Users Affected | [NAME] | False | 1 | Solved (Work Around) | Uninstalled and Re-installed Chemstation. tried opening file from [NAME] drive and still got "Not a sub string" error. Copied folder in question (It had a pretty long name to it) to the _x000D_ C:\Chemstation\1\Test folder (created for test puposes) and we were able to open it the datastring. This could point to either a corruption on the [NAME] drive or a possible Long File Name issue. Suggested copying data to workstation or shorting the folder name containing the data. | [NAME]
2012-02-06 19:57:32 | 2012-02-09 11:32:33 | INC0015486 | 5 - Medium | Service Request | Closed | Pending Customer | issues in booking the bays through the Public Folders under Lab Animal Res. | [NAME] | Exchange Server Support | CI Not Found | Other | Other | Other | False | system |  | [NAME] | 2012-02-09 10:22:14 | 2846-08-15 00:00:00 | 2846-08-15 00:00:00 | Laboratory Animal Resources | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | _x000D_ I have granted permissions on the Laboratory Animal Resources to Gianluca Carlesso._x000D_ _x000D_ | [NAME]
2012-02-06 19:59:19 |  | INC0015487 | 5 - Medium | Service Request | In Progress |  | Need to have [NAME] soft 2.2 installed | [NAME] | Deskside - California | CI Not Found | Applications | Business Applications | Install/Remove | True | liceaj |  | [NAME] | 2012-02-06 20:09:56 | 00:00:00 |  | gua soft 2.2 | 1-2 Users Affected | [NAME] | False | 0
2012-02-06 20:20:23 | 2012-02-07 14:15:44 | INC0015490 | 5 - Medium | Service Request | Closed | Pending Customer | Adobe PDF maker for ppt | [NAME] | Service Desk | PowerPoint 2003 | Applications | Business Applications | How To | False | system |  | [NAME] | 2012-02-06 20:30:02 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | emailed user to have her manager request a license through ezbuy | [NAME]
2012-02-06 21:20:44 | 2012-02-15 16:36:53 | [NAME] | 5 - Medium | Service Request | Closed |  | PC Equipment installation requests | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-06 21:41:02 | 3555-11-18 00:00:00 | 3555-11-18 00:00:00 | new equipment | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JK 2/15-installed software and tested_x000D_ | [NAME]
2012-02-06 21:45:58 |  | [NAME] | 5 - Medium | Incident | Pending | Pending Customer | User is locked out of SAP | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Access | True | TyreeJ |  | [NAME] | 2012-02-14 14:34:36 | 00:00:00 |  | SAP ARP | 1-2 Users Affected | [NAME] | False | 2
2012-02-06 21:46:30 | 2012-02-14 17:32:05 | INC0015496 | 5 - Medium | Incident | Pending | Pending Customer | Having multiple issues with aegis | Vanisree Battar | Service Desk | Aegis (Prod) | Applications | Business Applications | Fault/Error | True | YeY |  | [NAME] | 2012-02-07 04:19:09 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 2 | Solved (Permanently) | 3rd strike | [NAME]
2012-02-06 21:50:15 | 2012-02-07 15:36:21 | INC0015497 | 5 - Medium | Incident | Closed | Pending Customer | The firewall setting is blocking my access to wireless at home | [NAME] | Service Desk | Wireless (Prod) | Network/Connectivity | Wireless | Access | False | system |  | [NAME] |  | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | -EU states someone from deskside changed the firewall settings _x000D_ -I will be resolving ticket and if issues continue EU has been directed to call back in and make ref to this ticket # | [NAME]
2012-02-06 22:08:21 | 2012-02-14 22:36:33 | INC0015500 | 5 - Medium | Service Request | Closed |  | Problmes opening a doc in Kimunity | [NAME] | SDD - RD Support | KIMunity (Prod) | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-06 22:09:35 | 3437-08-08 00:00:00 | 3437-08-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User able to use KIMunity | [NAME]
2012-02-06 22:20:48 | 2012-02-07 14:40:20 | INC0015501 | 6 - Low | Service Request | Closed |  | Unable to assign ticket to [NAME] | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-02-06 22:24:16 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] has been added to the Command Center resolver group. | [NAME]
2012-02-06 23:25:00 | 2012-02-09 08:16:02 | INC0015503 | 5 - Medium | Service Request | Closed | Assigned External | Delete mailbox for [NAME] (IBM) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Remove | Mailbox | False | system | N/A | [NAME] | 2012-02-06 23:36:19 | 2846-03-20 00:00:00 | 2846-03-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Closing ticket, awaiting HR Report to process the termination | [NAME]
2012-02-07 00:34:37 | 2012-02-10 14:07:30 | INC0015506 | 5 - Medium | Service Request | Closed | Assigned External | Server needs to be rebooted | [NAME] | Service Desk | MD1AS134 | Server/Data Center | Hardware | Configuration | False | system | 2985476 | [NAME] | 2012-02-07 09:20:51 | 2964-06-29 00:00:00 | 2964-06-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Called IBM and the ticket has been resolve. Server has been rebooted. | [NAME]
2012-02-07 00:55:23 | 2012-02-07 23:57:49 | INC0015507 | 6 - Low | Incident | Closed |  | Monitoring Ticket For G & A | [NAME] | CZ - G&A - Support | Insight | Applications | Business Applications | Fault/Error | False | system |  | Amit Sahoo | 2012-02-07 00:59:53 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Monitoring done | [NAME]
2012-02-07 01:00:02 | 2012-02-07 23:58:21 | INC0015508 | 6 - Low | Incident | Closed |  | Monitoring Ticket For EO | [NAME] | CZ - Enterprise Application - Support | Aegis (Prod) | Applications | Business Applications | Fault/Error | False | system |  | Sridharan Balasubramanian | 2012-02-07 01:01:31 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Monitoring done | [NAME]
2012-02-07 01:02:19 | 2012-02-08 00:02:13 | INC0015509 | 6 - Low | Incident | Closed |  | Monitoring Ticket For EDM | [NAME] | CZ - Collaboration & BI - Support | Sharepoint (Prod) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-07 01:04:48 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Monitpring done | [NAME]
2012-02-07 01:05:03 | 2012-02-07 23:56:43 | INC0015510 | 6 - Low | Incident | Closed |  | Monitoring Ticket For C & R | [NAME] | CZ - Clinical & Regulatory - Support | IRMS (Prod) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-07 01:06:56 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 |  |  | [NAME]
2012-02-07 02:04:45 | 2012-02-08 06:18:15 | INC0015512 | 5 - Medium | Incident | Closed |  | Creation of year-end metrics | [NAME] | CZ - Collaboration & BI - Support | SBYMAS106 | Applications | COTS | Access | False | system |  | Srinam Misra | 2012-02-07 02:09:34 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | All reports for the whole year of 2011 have been generated and mailed across to [NAME]. I am resolving this ticket as of now. | Srinam Misra
2012-02-07 02:22:41 |  | INC0015513 | 5 - Medium | Service Request | Pending | Assigned External | User needs account with [NAME] for expense report | Carly Wilding | Service Desk | CI Not Found | Applications | Business Applications | Configuration | True | MooneyA | 11111111 | [NAME] |  | 00:00:00 |  | Azer account | 1-2 Users Affected | [NAME] | False | 0
2012-02-07 03:51:04 |  | INC0015515 | 5 - Medium | Service Request | Pending | Assigned External | User want update on ticket number 2973091 | [NAME] | Service Desk | ADM (Prod) | Account Admin | New | Account | True | TorrenceA | 2973091 | [NAME] | 2012-02-07 04:03:58 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-07 04:47:35 | 2012-02-07 04:52:52 | INC0015516 | 5 - Medium | Service Request | Closed |  | Public Folder Calendar Access | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Access Request | False | system |  | [NAME] | 2012-02-07 04:52:36 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Hi All_x000D_ _x000D_ The permissions have been granted._x000D_ [NAME], you should be able to access those calendars in the public folders now._x000D_ _x000D_ Regards_x000D_ [NAME] Roos_x000D_ | [NAME]
2012-02-07 05:05:13 | 2012-02-08 05:23:17 | INC0015517 | 5 - Medium | Service Request | Closed | Assigned External | Conf Room name changes | [NAME] | Exchange Server Support | Outlook 2003 | Account Admin | Modify | Account | False | system | INC000002975149 | [NAME] | 2012-02-07 05:06:37 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The name changes have been completed. | [NAME]
2012-02-07 05:09:27 | 2012-02-07 05:10:51 | INC0015518 | 5 - Medium | Service Request | Closed |  | Unable to modify DL | Sushmitha Modukuri | Exchange Server Support | Outlook 2003 | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-07 05:10:27 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Hi Team_x000D_ _x000D_ The reported DL was not on the original ticket to be upgraded._x000D_ _x000D_ I have upgraded the DL and added the user as the manager._x000D_ _x000D_ | [NAME]
2012-02-07 05:29:31 | 2012-02-08 04:54:27 | [NAME] | 6 - Low | Incident | Closed |  | Monitoring Ticket for R &D Applications | [NAME] | CZ - Research & Development - Support | Aperio US (Prod) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-07 05:31:56 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Monitoring completed successfully | [NAME]
2012-02-07 06:12:42 | 2012-02-07 06:22:36 | INC0015520 | 5 - Medium | Service Request | Closed |  | Locked out LMS | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-07 06:22:36 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | User was able to enter her network password and username which enabled her to use the e signature and complete the trainings.  Verified user was able to use the e signature. | [NAME]
2012-02-07 06:47:47 | 2012-02-10 08:43:47 | INC0015521 | 5 - Medium | Service Request | Closed | Pending Customer | Exchange Calendar Creation | [NAME] | Accounts Administration | Exchange 2010 | Other | Other | Other | False | system |  | [NAME] | 2012-02-08 05:25:10 | 2964-06-29 00:00:00 | 2964-06-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The calendar GBCB1.Structural_Suite has been created._x000D_ | [NAME]
2012-02-07 06:50:11 | 2012-02-14 13:43:49 | INC0015522 | 5 - Medium | Service Request | Closed |  | Account Creation for Rita Ebium | [NAME] | Accounts Administration | CI Not Found | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-07 06:54:43 | 3319-04-29 00:00:00 | 3319-04-29 00:00:00 | New account creation | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | No phone was needed for this user, deskside completed setup on child ticket | [NAME]
2012-02-07 06:57:32 | 2012-02-07 16:16:02 | INC0015523 | 5 - Medium | Service Request | Closed |  | reports_scheduler | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Roles | Add Role | False | system |  | [NAME] | 2012-02-07 07:21:51 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The report_scheduler role has been assigned to the following group members:venugopalb,[NAME],RajanC,BalasubramanianS. [NAME] is not a memeber of the application support group | [NAME]
2012-02-07 07:39:35 | 2012-02-16 16:04:48 | INC0015525 | 5 - Medium | Incident | Resolved | Pending Part | Requested to have a folder restored from a backup | [NAME] | Storage Restore Team | MD2FS001 | Server/Data Center | Database/System | Access | True | [NAME] |  | [NAME] | 2012-02-07 07:44:47 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Work Around) | resolved by user recreating the file instead of restore | [NAME]
2012-02-07 07:42:08 | 2012-02-07 10:55:45 | INC0015526 | 5 - Medium | Incident | Closed |  | Fabric is down | [NAME] | Network Level 2 | Cable | Network/Connectivity | Wired | Fault/Error | False | system |  | [NAME] | 2012-02-07 07:47:06 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Power was restored to the devices and all traffic is back to normal. | [NAME]
2012-02-07 07:44:52 |  | INC0015527 | 5 - Medium | Service Request | Pending | Assigned External | Cannot log into the AZA Lite American Service Window | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | [NAME] | True | TyreeJ | 3015558 | [NAME] | 2012-02-14 11:02:05 | 00:00:00 |  | AZ Lite | 1-2 Users Affected | [NAME] | False | 1
2012-02-07 07:45:55 | 2012-02-07 12:06:34 | [NAME] | 5 - Medium | Incident | Closed | Pending Customer | error message regarding her fan | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Outage | False | system |  | [NAME] | 2012-02-07 07:50:24 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Swapped out the users computer with another x200 and swapped the hard drive into the new machine and now the user is all set | [NAME]
2012-02-07 07:52:25 | 2012-02-08 15:18:26 | INC0015529 | 5 - Medium | Service Request | Resolved |  | Need access to send mail from other mailboxes | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Access | True | StilesH |  | [NAME] | 2012-02-07 07:57:26 | 00:00:00 |  | Outlook | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | [NAME] send on behalf on both. | [NAME]
2012-02-07 07:56:52 | 2012-02-07 08:02:06 | INC0015530 | 5 - Medium | Incident | Closed |  | Laptop is not working | [NAME] |  | Laptop | Hardware | Computer | Performance | False | system |  | [NAME] |  | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | [NAME]. | [NAME]
2012-02-07 07:57:27 | 2012-02-07 16:51:55 | INC0015531 | 5 - Medium | Incident | Closed |  | exhange alerts | [NAME] | Exchange Server Support | Exchange 2010 | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-07 08:01:58 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 0 | Solved (Permanently) | issues were resolved by remote reboot of server | [NAME]
2012-02-07 08:02:18 | 2012-02-07 08:11:26 | INC0015532 | 5 - Medium | Incident | Closed |  | How to share email folders | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Access | False | system |  | Stephanie Hightower | 2012-02-07 08:10:41 | 2609-04-14 00:00:00 | 2609-04-14 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Provided instruction for client to set up permissions to share her inbox with a coworker while she is out on medical leave. | Stephanie Hightower
2012-02-07 08:07:41 | 2012-02-16 09:32:12 | [NAME] | 5 - Medium | Service Request | Resolved |  | Need ports activated in OMW2 on the Build Network | [NAME] | Network Level 2 | Switch | Network | Wired | Access Request | True | GutierrezL |  | [NAME] | 2012-02-07 08:48:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Configured ports according to RFC#14582 | [NAME]
2012-02-07 08:12:00 | 2012-02-07 09:10:49 | INC0015535 | 4 - High | Service Request | Closed |  | Share Email Account with another user. | [NAME] | Security Team | Outlook 2003 | Account Admin | Modify | Mailbox | False | system |  |  | 2012-02-07 08:14:10 | 2607-09-10 00:00:00 | 2607-09-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | customer requeste that ticket be marked as resolved. | [NAME]
2012-02-07 08:30:43 | 2012-02-10 10:27:37 | [NAME] | 5 - Medium | Service Request | Closed |  | PC Request | [NAME] | Deskside - Frederick | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-07 08:32:34 | 2959-06-13 00:00:00 | 2959-06-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | new system provided to user | [NAME]
2012-02-07 08:33:00 | 2012-02-15 15:36:07 | INC0015538 | 5 - Medium | Service Request | Closed |  | On Boarding Form - OBF13157 - [NAME], 2/13/12 | [NAME] | Accounts Administration | CI Not Found | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-07 08:37:30 | 3432-03-07 00:00:00 | 3432-03-07 00:00:00 | Accounts [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account information sent to manager | [NAME]
2012-02-07 08:35:13 | 2012-02-07 08:43:54 | INC0015539 | 5 - Medium | Incident | Closed |  | Possible: Phishing email (virus suspected). | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-07 08:43:09 | 2603-11-17 00:00:00 | 2603-11-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Informed the user of standard practice, to delete the e-mail. | [NAME]
2012-02-07 08:35:52 | 2012-02-15 15:21:17 | INC0015540 | 5 - Medium | Service Request | Closed | Pending Part | HRLT Document Audit. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | Rankit Thakkar | 2012-02-07 08:38:51 | 3431-09-17 00:00:00 | 3431-09-17 00:00:00 |  | 1-2 Users Affected | Rankit Thakkar | False | 0 | Solved (Permanently) | complete. | Rankit Thakkar
2012-02-07 08:45:10 | 2012-02-07 13:20:33 | INC0015542 | 5 - Medium | Incident | Closed | Pending Customer | Wirless Connection Issue | [NAME] | Executive Support | Wireless | Network/Connectivity | Wireless | Performance | False | system |  | Stefon Elliott | 2012-02-07 08:46:29 | 2602-03-30 00:00:00 | 2602-03-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | End User hanged network password. After removing the network and re-establishing it with the correct credentials the user was able to connect to the network without incident. | Stefon Elliott
2012-02-07 08:47:17 | 2012-02-07 14:26:12 | INC0015543 | 5 - Medium | Service Request | Closed |  | Add test Accounts to AD | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-07 08:48:33 | 2601-11-23 00:00:00 | 2601-11-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | added to AD.  ACcounts will expire on 5/8/12.  _x000D_ _x000D_ Spoke with [NAME]. | [NAME]
2012-02-07 08:52:48 | 2012-02-07 12:32:31 | INC0015545 | 5 - Medium | Incident | Closed | Pending Customer | Robyn is having trouble opening attachments in Outlook | Robyn Neal | Deskside - Gaithersburg | Outlook 2003 | Applications | COTS | Access | False | system |  | [NAME] | 2012-02-07 08:59:54 | 2600-12-27 00:00:00 | 2600-12-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | JS 02-07-12 I have spoken with the customer and it would appear there was an issue with the original attachments that were sent. The sender has re-saved and re-sent the mail and the customer is now able to open the attachments. | [NAME]
2012-02-07 08:55:32 | 2012-02-07 09:39:13 | INC0015546 | 5 - Medium | Incident | Closed |  | docking station | [NAME] | Executive Support | [NAME] | Hardware | Peripheral | Performance | False | system |  | Farzin Saghri | 2012-02-07 08:59:17 | 2600-07-16 00:00:00 | 2600-07-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Power cycled [NAME]'s laptop. Turned it back on, issue resolved. | Farzin Saghri
2012-02-07 08:55:56 | 2012-02-07 17:33:26 | INC0015547 | 5 - Medium | Incident | Closed |  | Requesting full access to Procurement US mailbox: INC000002896272 | [NAME] | Accounts Administration | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-07 09:08:59 | 2600-06-22 00:00:00 | 2600-06-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The following users have been granted Full Access and Send As permissions on mailbox Procurement US:_x000D_  _x000D_ [NAME] _x000D_ [NAME] _x000D_ [NAME] _x000D_ [NAME] _x000D_ | [NAME]
2012-02-07 08:59:18 | 2012-02-07 09:30:01 | INC0015548 | 5 - Medium | Incident | Closed |  | I: drive is gone | [NAME] | Service Desk | Laptop | Applications | COTS | Fault/Error | False | system |  |  | 2012-02-07 09:02:52 | 2599-12-02 00:00:00 | 2599-12-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Irene let me know that Rankit has worked with her to get her I: drive back. | [NAME]
2012-02-07 09:01:52 | 2012-02-07 09:05:41 | INC0015549 | 5 - Medium | Incident | Closed |  | Outlook is offline | [NAME] | Service Desk | Outlook 2003 | Network/Connectivity | Wired | Outage | False | system |  | [NAME] | 2012-02-07 09:05:41 | 2599-07-01 00:00:00 | 2599-07-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) |  | [NAME]
2012-02-07 09:02:37 | 2012-02-07 09:21:01 | INC0015550 | 5 - Medium | Incident | Closed |  | cannot log into computer | [NAME] | Service Desk | Laptop | Network/Connectivity | Wired | Fault/Error | False | system |  | [NAME] | 2012-02-07 09:21:01 | 2599-05-17 00:00:00 | 2599-05-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | See work notes. | [NAME]
2012-02-07 09:06:02 | 2012-02-07 09:12:46 | INC0015552 | 5 - Medium | Incident | Closed |  | outllook stopped | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-07 09:12:46 | 2598-10-24 00:00:00 | 2598-10-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | advised [NAME] not to send the issue to microsoft unless it becomes a recurring problem | [NAME]
2012-02-07 09:06:45 | 2012-02-07 09:14:07 | INC0015553 | 5 - Medium | Service Request | Closed |  | Account need extension | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-07 09:14:07 | 2598-09-11 00:00:00 | 2598-09-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Advised caller that she has to make requestfor extension a little closer to the expiration date. | [NAME]
2012-02-07 09:09:45 | 2012-02-13 17:18:31 | INC0015555 | 5 - Medium | Service Request | Closed |  | Extend NT Password Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  |  | 2012-02-13 15:34:45 | 3307-11-13 00:00:00 | 3307-11-13 00:00:00 | Accounts [NAME] | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Sent an email to the user explaining that passwords for all Medi employees do expire at certain point and will need to be reset. | [NAME]
2012-02-07 09:10:06 | 2012-02-13 12:39:42 | INC0015556 | 5 - Medium | Incident | Closed | Pending Part | Hardware Failure: Fan has failed | [NAME] | Deskside - Field Sales | Laptop | Hardware | Computer | Outage | False | system |  | [NAME] | 2012-02-07 09:26:16 | 3189-07-13 00:00:00 | 3189-07-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Computer have been sent back to that user and the fan have been replaced. | [NAME]
2012-02-07 09:11:05 | 2012-02-07 16:19:53 | INC0015557 | 5 - Medium | Service Request | Closed |  | Naemeh Pourshafie Password Request | Naemeh Pourshafie | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-07 09:13:49 | 2597-12-25 00:00:00 | 2597-12-25 00:00:00 | New Employee Information | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] completed setup and provided the password information to assistant, see ticket 294484 _x000D_ | [NAME]
2012-02-07 09:17:07 | 2012-02-07 09:24:19 | INC0015561 | 5 - Medium | Service Request | Closed |  | insight | [NAME] | Service Desk | Insight | Applications | Business Applications | How To | False | system |  | [NAME] | 2012-02-07 09:24:19 | 2596-12-28 00:00:00 | 2596-12-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Directed Ruchi to her manager | [NAME]
2012-02-07 09:25:40 | 2012-02-08 11:11:29 | INC0015562 | 5 - Medium | Service Request | Closed | Pending Customer | Find out Members in a E Drive folder | Adolf Brown | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Group | False | system |  | Rankit Thakkar | 2012-02-07 09:32:16 | 3186-12-22 00:00:00 | 3186-12-22 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | Emailed user the screen shots for group Members. | Rankit Thakkar
2012-02-07 09:27:17 | 2012-02-08 05:26:11 | INC0015563 | 5 - Medium | Service Request | Closed |  | AZ: Request to hide and OOO for AZ user with MedImmune account | [NAME] | Exchange Server Support | Outlook 2003 | Account Admin | Modify | Mailbox | False | system |  | [NAME] | 2012-02-07 09:29:01 | 2713-08-08 00:00:00 | 2713-08-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Completed the work as per the request. | [NAME]
2012-02-07 09:29:10 | 2012-02-09 10:22:37 | INC0015565 | 5 - Medium | Service Request | Closed | Pending Customer | Contractor's account - Extension | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | Rankit Thakkar | 2012-02-07 09:35:24 | 2831-07-27 00:00:00 | 2831-07-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account Extended till May 8th, 2012. | Rankit Thakkar
2012-02-07 09:29:30 | 2012-02-23 08:46:04 | INC0015566 | 5 - Medium | Service Request | Resolved |  | Needs test accounts mapped to AD group | [NAME] | SDD - OP Support | CI Not Found | Account Admin | New | Account | True | JonesDe |  | [NAME] | 2012-02-07 12:10:33 | 00:00:00 |  | AD | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Test accounts are only locaed in MD2 OU on a temp bases until a proper OU can be created for Test and Service accounts requireing MedI PRIDs. | [NAME]
2012-02-07 09:31:02 | 2012-02-15 16:14:18 | INC0015567 | 5 - Medium | Incident | Closed | Pending Customer | SAP password reset | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-14 14:33:37 | 3422-08-25 00:00:00 | 3422-08-25 00:00:00 | SAP ARP | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | duplicate tickets: 18238, 18155, 18154, 18153, 18152, 18151, 18150, 18148 | [NAME]
2012-02-07 09:34:35 | 2012-02-17 11:01:01 | INC0015569 | 5 - Medium | Incident | Resolved | Pending Customer | Computer Will not Boot into Windows | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Fault/Error | True | GeorgeMa |  | [NAME] | 2012-02-07 09:38:33 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User informed that system is working fine without any issues | [NAME]
2012-02-07 09:34:46 | 2012-02-07 09:43:31 | INC0015570 | 5 - Medium | Incident | Closed |  | Locked out of account  - password reset request | [NAME] | Service Desk | CI Not Found | Account Admin | General | Performance | False | system |  | Stephanie Hightower |  | 2594-02-03 00:00:00 | 2594-02-03 00:00:00 | Change password | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Created a new password in Active Directory and left a voice message for client._x000D_ I will call her back to ensure she was able to get logged in. | Stephanie Hightower
2012-02-07 09:35:20 | 2012-02-07 09:43:46 | INC0015572 | 5 - Medium | Service Request | Closed |  | Needed software installed for mouse | [NAME] | Service Desk | CI Not Found | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-02-07 09:43:46 | 2593-12-31 00:00:00 | 2593-12-31 00:00:00 | Peripheral | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed driver using ops account. issue resolved. | [NAME]
2012-02-07 09:40:12 | 2012-02-16 08:30:24 | INC0015574 | 5 - Medium | Incident | Resolved |  | Training for Insight is not working properly. | [NAME] | Service Desk | Insight | Applications | Business Applications | Access | True | HeathC |  | [NAME] | 2012-02-15 11:06:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4 | Solved (Work Around) |  | [NAME]
2012-02-07 09:44:09 | 2012-02-07 11:46:55 | INC0015576 | 5 - Medium | Incident | Closed |  | Outlook is offline | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-07 10:01:43 | 2592-07-20 00:00:00 | 2592-07-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | JS 02-07-12 Customer's Outlook profile was mapped to the incorrect Exchange server. This has now been changed and the issue has been resolved. | [NAME]
2012-02-07 09:48:07 | 2012-02-07 15:10:01 | INC0015580 | 5 - Medium | Incident | Closed |  | not able to access Outlook | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-07 10:25:33 | 2591-11-25 00:00:00 | 2591-11-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | removed profile for guest wireless. attached to a network cable, ran gpupdate /force, connected to medimmune wireless, tested ok | [NAME]
2012-02-07 09:49:39 | 2012-02-09 13:37:35 | INC0015581 | 5 - Medium | Incident | Closed |  | Needs to have a confernece room added to Outlook Directory | [NAME] | Accounts Administration | Outlook 2003 | Applications | Outlook | Access | False | system |  | Rankit Thakkar | 2012-02-07 11:46:32 | 2828-03-15 00:00:00 | 2828-03-15 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 1 | Solved (Permanently) | Created. | Rankit Thakkar
2012-02-07 09:51:02 | 2012-02-10 09:16:45 | INC0015582 | 5 - Medium | Service Request | Closed | Pending Customer | home drive unmapped | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Home Folder | False | system |  | Rankit Thakkar | 2012-02-08 12:34:46 | 2946-04-03 00:00:00 | 2946-04-03 00:00:00 | Home drive unmapped | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Resolved per Email from user. | Rankit Thakkar
2012-02-07 09:52:19 | 2012-02-13 16:42:49 | INC0015583 | 5 - Medium | Incident | Closed | Pending Customer | Wireless Connection Is Having Problems | [NAME] | Deskside - Field Sales | CI Not Found | Network/Connectivity | Wireless | Performance | False | system |  | [NAME] | 2012-02-07 10:02:54 | 3182-08-06 00:00:00 | 3182-08-06 00:00:00 | Laptop | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User is no longer having the issue with his wireless. He stated that he will call the help desk if the problem occur again _x000D_ | [NAME]
2012-02-07 09:52:39 | 2012-02-07 10:09:51 | INC0015584 | 5 - Medium | Incident | Closed |  | Cannot access Y:Drive | [NAME] | Service Desk | Sharepoint (Dev) | Server/Data Center | Database/System | Fault/Error | False | system |  | [NAME] | 2012-02-07 10:09:51 | 2591-02-26 00:00:00 | 2591-02-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Had user save to new map H: drive....She was able to save. | [NAME]
2012-02-07 09:54:32 | 2012-02-07 10:14:18 | INC0015585 | 5 - Medium | Service Request | Closed |  | User needs Nquery installed | [NAME] | Service Desk | CI Not Found | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-02-07 10:14:18 | 2590-11-05 00:00:00 | 2590-11-05 00:00:00 | App Installation | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | - I installed Nquery, however the key we have is expired._x000D_ - I advised user to go to EZBuy and purchase a new one. | [NAME]
2012-02-07 09:56:10 |  | INC0015586 | 5 - Medium | Service Request | Pending | Pending Customer | Update Community Information: E-mail Address | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Account | True | DonackiN |  | [NAME] | 2012-02-22 10:23:29 | 00:00:00 |  | Community | 1-2 Users Affected | [NAME] | False | 2
2012-02-07 09:56:25 | 2012-02-10 12:32:52 | INC0015587 | 5 - Medium | Incident | Closed |  | Word- Asks to open in safe mode. | [NAME] | Service Desk | Word 2003 | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-07 09:58:18 | 2945-05-15 00:00:00 | 2945-05-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User emailed saying the issue is resolved. | [NAME]
2012-02-07 10:01:21 | 2012-02-07 10:12:45 | INC0015588 | 5 - Medium | Incident | Closed |  | monitor | [NAME] | Deskside - Gaithersburg | Monitor | Hardware | Peripheral | Outage | False | system |  | [NAME] | 2012-02-07 10:05:46 | 2589-09-22 00:00:00 | 2589-09-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User called to report that the problem has been resolved | [NAME]
2012-02-07 10:01:48 | 2012-02-07 12:19:57 | INC0015589 | 5 - Medium | Service Request | Closed |  | Issues with Outlook | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-02-07 10:03:17 | 2589-08-26 00:00:00 | 2589-08-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-07-12 I have shown the customer how to take the [NAME] client out of Offline mode. | [NAME]
2012-02-07 10:02:03 | 2012-02-08 09:43:44 | INC0015590 | 5 - Medium | Service Request | Closed |  | user needs TM1 and hyperion Smart viewer installed | [NAME] | Deskside - Gaithersburg | Trackwise - MO / EHS (Dev) | Applications | Business Applications | Install/Remove | False | system |  | Case Dykstra | 2012-02-07 10:21:22 | 2707-11-22 00:00:00 | 2707-11-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | cd-software installed | Case Dykstra
2012-02-07 10:02:21 | 2012-02-08 16:03:08 | INC0015591 | 5 - Medium | Incident | Closed | Pending Customer | Telephony issue | [NAME] | Voice | [NAME] | Telephony | Line/Circuit | Performance | False | system |  | [NAME] | 2012-02-07 10:09:15 | 2707-11-04 00:00:00 | 2707-11-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Phones are working properly...  No known issue at this time.  [NAME] will check the hardware... | [NAME]
2012-02-07 10:05:56 | 2012-02-07 10:45:32 | INC0015593 | 5 - Medium | Service Request | Closed |  | home drive | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Shared Folder | False | system |  | Rankit Thakkar | 2012-02-07 10:14:16 | 2588-12-21 00:00:00 | 2588-12-21 00:00:00 | homedrive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Changed user's logon Script to reflect her group. | Rankit Thakkar
2012-02-07 10:07:56 | 2012-02-07 14:56:05 | INC0015594 | 5 - Medium | Service Request | Closed |  | User needs software installed on new laptop | [NAME] | Deskside - Gaithersburg | Desktop | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-07 10:10:43 | 2588-08-23 00:00:00 | 2588-08-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JK 2/7-installed software and tested_x000D_ | [NAME]
2012-02-07 10:09:26 | 2012-02-07 15:22:04 | INC0015595 | 4 - High | Incident | Closed |  | Blank screen/error message while docked | Alfreda Fisher | Deskside - Gaithersburg | Laptop | Hardware | Computer | Fault/Error | False | system |  | Case Dykstra | 2012-02-07 10:32:25 | 2588-05-25 00:00:00 | 2588-05-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | cd-replaced machine, motherboard failure on existing. unable to post | Case Dykstra
2012-02-07 10:10:49 | 2012-02-07 11:47:59 | INC0015597 | 5 - Medium | Service Request | Closed |  | Outlook Disconnected | Evgeniya Antonova | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-02-07 10:14:41 | 2588-03-03 00:00:00 | 2588-03-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-07-12 I have placed the Outlook client back online. | [NAME]
2012-02-07 10:12:42 |  | INC0015599 | 5 - Medium | Incident | Pending | Pending Customer | cannot is not able to see availability in outlook. | LeeAndria Wills | Exchange Server Support | Outlook 2003 | Applications | Outlook | Fault/Error | True | ThomasAnt |  | [NAME] | 2012-02-09 12:25:46 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4
2012-02-07 10:16:35 | 2012-02-07 10:27:28 | [NAME] | 5 - Medium | Incident | Closed |  | User unable to log into computer | [NAME] | Executive Support | CPU | Network/Connectivity | Network Device | Fault/Error | False | system |  | Stefon Elliott | 2012-02-07 10:17:58 | 2587-03-23 00:00:00 | 2587-03-23 00:00:00 |  | 1-2 Users Affected | Stefon Elliott | False | 0 | Solved (Permanently) | Restart end user machine and was able to log into the machine without incident. No further action required. | Stefon Elliott
2012-02-07 10:17:52 | 2012-02-14 15:58:02 | INC0015604 | 5 - Medium | Incident | Closed | Pending Customer | unable to access the internet from home | [NAME] | Deskside - Gaithersburg | OnTheGo | Network/Connectivity | Wired | Outage | False | system |  | [NAME] | 2012-02-07 10:21:16 | 3296-09-03 00:00:00 | 3296-09-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Re-installed the wireless driver and re-configured it | [NAME]
2012-02-07 10:18:56 | 2012-02-10 16:01:45 | INC0015605 | 5 - Medium | Incident | Closed | Pending Customer | Sharepoint unable to view certain Documents | [NAME] | CZ - Collaboration & BI - Support | Sharepoint (Prod) | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-07 10:25:46 | 2941-09-02 00:00:00 | 2941-09-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Gave the steps to resolve and it did worked. Issue resolved. | [NAME]
2012-02-07 10:21:44 | 2012-02-07 10:31:48 | INC0015606 | 5 - Medium | Service Request | Closed |  | change layout | [NAME] | Service Desk | Word 2003 | Applications | COTS | How To | False | system |  | [NAME] | 2012-02-07 10:31:48 | 2586-05-18 00:00:00 | 2586-05-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] found the option to change the layout, tested and it worked | [NAME]
2012-02-07 10:22:24 | 2012-02-07 10:58:01 | INC0015608 | 5 - Medium | Service Request | Closed |  | User needs to add names to the DCP Team distribution list | [NAME] | Accounts Administration | Exchange 2010 | Account Admin | Modify | Distribution List | False | system |  | [NAME] | 2012-02-07 10:40:20 | 2704-07-19 00:00:00 | 2704-07-19 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Added users to the distribution list._x000D_ _x000D_ Added the other two users requested. | [NAME]
2012-02-07 10:29:27 | 2012-02-07 10:40:45 | INC0015613 | 5 - Medium | Incident | Closed |  | Emails received for software install while on leave. | [NAME] | Service Desk | CI Not Found | Other | Other | Other | False | system |  | [NAME] | 2012-02-07 10:40:45 | 2585-02-09 00:00:00 | 2585-02-09 00:00:00 | Remedy | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | - I had [NAME] (Deskside) open one of the [NAME] tickets and he advised that he didn't know why they would open a ticket like that._x000D_ - He stated to tell the user that she was fine and up to date. | [NAME]
2012-02-07 10:33:25 | 2012-02-07 10:39:44 | INC0015614 | 5 - Medium | Service Request | Closed |  | needs to add a printer | [NAME] | Service Desk | Printer | Printing | Hardware | Configuration | False | system |  | [NAME] | 2012-02-07 10:39:44 | 2584-06-16 00:00:00 | 2584-06-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | added printer successfully | [NAME]
2012-02-07 10:35:05 | 2012-02-07 10:57:18 | INC0015615 | 5 - Medium | Incident | Closed |  | virus definitions out of date | Rafaela-Socorro Roncal | Service Desk | Symantec End Point Protection (SEP) | Other | Other | Other | False | system |  | [NAME] | 2012-02-07 10:57:18 | 2584-03-08 00:00:00 | 2584-03-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved First Call by Service Desk | ran symantec live update | [NAME]
2012-02-07 10:36:33 | 2012-02-07 10:41:30 | INC0015616 | 1 - Critical Outage | Service Request | Closed |  | test | [NAME] | Service Desk | 3.5 VM Cluster (Fred) | Account Admin | New | Access | False | system |  | [NAME] |  | 2583-12-11 00:00:00 | 2583-12-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 |  |  | [NAME]
2012-02-07 10:41:23 | 2012-02-07 10:52:13 | INC0015619 | 5 - Medium | Incident | Closed |  | No Icon on desktop | [NAME] | Service Desk | Desktop | Hardware | Computer | Fault/Error | False | system |  | [NAME] | 2012-02-07 10:52:13 | 2583-02-24 00:00:00 | 2583-02-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | went to the desktop folder and placed all icon back on her desktop. | [NAME]
2012-02-07 10:42:52 | 2012-02-07 13:27:06 | INC0015621 | 5 - Medium | Service Request | Closed | Pending Customer | user needs [NAME] reset | [NAME] | Voice | [NAME] | Telephony | [NAME] | [NAME] | False | system |  | [NAME] | 2012-02-07 11:03:41 | 2582-11-27 00:00:00 | 2582-11-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Password reset and user can access voice mail. | [NAME]
2012-02-07 10:43:45 | 2012-02-16 21:36:29 | INC0015623 | 5 - Medium | Incident | Resolved | Pending Part | Unlock [NAME] Employee ID | [NAME] | CZ - G&A - Support | Insight | Applications | Business Applications | Fault/Error | True | KrishnarajS |  | [NAME] | 2012-02-07 10:55:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | The user now finds the account to be unlocked. With the confirmation mail from the client, closing the ticket | [NAME]
2012-02-07 11:00:24 | 2012-02-22 11:13:19 | INC0015630 | 5 - Medium | Incident | In Progress |  | Internet Explorer Is having problems | [NAME] | Deskside - California | Internet Explorer 7 | Applications | COTS | Access | True | liceaj |  | [NAME] | 2012-02-07 11:20:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 0 | Not Solved | Spoke with customer. Closing ticket. | [NAME]
2012-02-07 11:00:34 |  | INC0015631 | 5 - Medium | Incident | In Progress | Pending Customer | [NAME] displays noticafication a Hour ahead of time | [NAME] | Executive Support | Outlook 2003 | Applications | Outlook | Fault/Error | True | SaghriF |  | Farzin Saghri | 2012-02-21 16:11:25 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 5
2012-02-07 11:03:45 | 2012-02-13 13:47:24 | INC0015632 | 5 - Medium | Service Request | Closed | Assigned External | AD account disabled | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Access | False | system | N/A | [NAME] | 2012-02-07 11:09:51 | 3170-11-11 00:00:00 | 3170-11-11 00:00:00 | Domain | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] network account has been re-enabled. | [NAME]
2012-02-07 11:04:20 | 2012-02-08 13:18:20 | INC0015633 | 5 - Medium | Incident | Closed |  | Unable to login to eLMS | SreeLakshmi Tallam | Accounts Administration | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-07 11:09:09 | 2697-08-28 00:00:00 | 2697-08-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Please see correction to employee number for AshtonT, updated employee numbers as requested by eLMS support desk contact and notification sent. | [NAME]
2012-02-07 11:06:04 | 2012-02-07 13:51:03 | INC0015634 | 5 - Medium | Incident | Closed |  | Losing Network Connectivity After 5 Minutes of Use | [NAME] | Network Level 2 | Desktop | Network/Connectivity | Wired | Performance | False | system |  | [NAME] | 2012-02-07 11:24:52 | 2579-02-04 00:00:00 | 2579-02-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reset TCP/IP stack within Windows and rebooted. Network connection has been restored. | [NAME]
2012-02-07 11:09:43 | 2012-02-23 11:00:44 | INC0015635 | 5 - Medium | Service Request | Resolved | Pending Customer | needs software updated | [NAME] | Deskside - Gaithersburg | Laptop | Applications | Business Applications | Software Install | True | GeorgeMa |  | [NAME] | 2012-02-07 11:51:52 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] informed that all the software issues are taken care off. | [NAME]
2012-02-07 11:16:07 | 2012-02-07 17:32:50 | INC0015636 | 5 - Medium | Incident | Closed |  | Name is misspelled in the phone registry | Denice Denzin | Voice | CI Not Found | Account Admin | General | General | False | system |  | [NAME] | 2012-02-07 11:20:00 | 2577-06-11 00:00:00 | 2577-06-11 00:00:00 | Telephone listing | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Name corrected in the phone system... | [NAME]
2012-02-07 11:17:47 | 2012-02-07 16:41:42 | INC0015637 | 5 - Medium | Service Request | Closed |  | Cannot access H drive | [NAME] | Accounts Administration | CI Not Found | Network | Network Device | Request/Replace | False | system |  | Rankit Thakkar | 2012-02-07 11:21:23 | 2577-03-03 00:00:00 | 2577-03-03 00:00:00 | Home Drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Fixed Permission on User's Home Directory._x000D_ _x000D_ User to log-out and log-in to see the changes. | Rankit Thakkar
2012-02-07 11:19:23 | 2012-02-14 17:53:56 | INC0015639 | 5 - Medium | Service Request | Assigned | Pending Customer | Receiving unwanted messages | [NAME] | Exchange Server Support | CI Not Found | Applications | Outlook | Configuration | True | rheringhaus |  |  | 2012-02-17 15:40:20 | 00:00:00 |  | unknown messages | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | informed the user that we cannot offer traditional support for users personal devices | [NAME]
2012-02-07 11:19:41 | 2012-02-09 08:03:46 | INC0015640 | 5 - Medium | Service Request | Closed | Pending Customer | Account Expiration: Unable to get into OnTheGo | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-09 08:03:46 | 2813-05-31 00:00:00 | 2813-05-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Extended account per received approval._x000D_ Until: May 2, 2012 | [NAME]
2012-02-07 11:19:55 | 2012-02-07 11:31:05 | INC0015641 | 5 - Medium | Incident | Closed |  | blackberry e mail setup | [NAME] | Service Desk | Blackberry | Hardware | Mobile Device | General | False | system |  | [NAME] | 2012-02-07 11:31:05 | 2576-10-26 00:00:00 | 2576-10-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Informed user of instruction manual for syncing enterprise email. Also directed to rivermine if further support is needed. | [NAME]
2012-02-07 11:24:19 | 2012-02-07 15:13:50 | INC0015643 | 5 - Medium | Incident | Closed |  | unable to access the h: | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | General | Access | False | system |  | Rankit Thakkar | 2012-02-07 12:53:21 | 2576-02-05 00:00:00 | 2576-02-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Fixed Permissions issue on the User's Home Directory._x000D_ _x000D_ User to log oFF and login to see the changes. | Rankit Thakkar
2012-02-07 11:27:00 | 2012-02-07 11:42:09 | INC0015645 | 5 - Medium | Service Request | Closed |  | User needs printer installed | Vishal Khemka |  | Printer | Hardware | Peripheral | Configuration | False | system |  | [NAME] |  | 2575-08-28 00:00:00 | 2575-08-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Installed the printer | [NAME]
2012-02-07 11:31:17 | 2012-02-08 15:23:38 | INC0015646 | 5 - Medium | Service Request | Closed |  | Shared drive access | Radhakrishna Potukuchi | Accounts Administration | CI Not Found | Network | Wired | Access Request | False | system |  | [NAME] | 2012-02-07 12:03:44 | 2693-03-25 00:00:00 | 2693-03-25 00:00:00 | network drive | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Gave rights to the user after getting approval from the manager. | [NAME]
2012-02-07 11:32:46 | 2012-02-13 12:07:47 | INC0015647 | 5 - Medium | Service Request | Closed | Pending Customer | [NAME] Upgrade | [NAME] | Deskside - Frederick | CI Not Found | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-07 15:51:18 | 3166-02-04 00:00:00 | 3166-02-04 00:00:00 | UPS Software | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | installed UPS software on users system. | [NAME]
2012-02-07 11:38:44 | 2012-02-08 08:10:10 | INC0015648 | 5 - Medium | Incident | Closed |  | Account extension request for [NAME] | [NAME] | Accounts Administration | CI Not Found | Account Admin | General | General | False | system |  | [NAME] | 2012-02-07 11:46:30 | 2692-01-03 00:00:00 | 2692-01-03 00:00:00 | Account extension | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Extended to may 9, 2012. | [NAME]
2012-02-07 11:42:33 | 2012-02-09 12:44:22 | INC0015649 | 5 - Medium | Service Request | Closed |  | Please give Wintel group access to a Sharepoint site | [NAME] | CZ - Enterprise Application - Support | Sharepoint (Prod) | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-09 12:26:33 | 2809-08-28 00:00:00 | 2809-08-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Contribute access permission provided to both the win groups. | [NAME]
2012-02-07 11:42:50 | 2012-02-08 13:38:07 | INC0015651 | 5 - Medium | Service Request | Closed | Pending Customer | Temp has been terminated | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-07 12:05:18 | 2691-05-02 00:00:00 | 2691-05-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account disabled.  Will move to proper [NAME] when the HR report comes out with her name on it | [NAME]
2012-02-07 11:43:28 | 2012-02-09 07:47:42 | INC0015653 | 4 - High | Service Request | Closed |  | New Server needed for Radius | [NAME] | Intel Server Support | Other | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-07 11:45:54 | 2809-07-04 00:00:00 | 2809-07-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Built Radius VM according to specifications | [NAME]
2012-02-07 11:45:22 | 2012-02-07 15:01:54 | INC0015654 | 5 - Medium | Service Request | Closed | Pending Customer | Needs [NAME] reset | [NAME] | Voice | [NAME] | Telephony | [NAME] | [NAME] | False | system |  | [NAME] | 2012-02-07 11:47:01 | 2572-08-21 00:00:00 | 2572-08-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user was able to access their voice mail | [NAME]
2012-02-07 11:47:34 |  | INC0015656 | 5 - Medium | Service Request | In Progress |  | Port Activation | [NAME] | Deskside - Gaithersburg | [NAME] | Network | Wired | Access Request | True | HillJos |  | Avinash Dunham | 2012-02-22 11:00:25 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-07 11:50:04 | 2012-02-07 11:55:04 | INC0015657 | 5 - Medium | Incident | Closed |  | Elements Login | [NAME] | Service Desk | Elements | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-07 11:51:36 | 2571-11-13 00:00:00 | 2571-11-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Issue is resolved informed user that they changed the login process for eLMS. | [NAME]
2012-02-07 11:57:16 | 2012-02-10 15:08:41 | INC0015661 | 5 - Medium | Service Request | Closed | Assigned External | Network ID request | [NAME] | Service Desk | CI Not Found | Account Admin | New | Account | False | system | 2965270 | [NAME] | 2012-02-07 12:02:32 | 2925-07-08 00:00:00 | 2925-07-08 00:00:00 | Network ID | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Called IBM and ticket was resolved._x000D_ Called user and confirmed she had her log in onfo and she does._x000D_ resolving ticket | [NAME]
2012-02-07 11:58:34 | 2012-02-07 13:21:26 | INC0015662 | 5 - Medium | Service Request | Closed |  | Lync Client | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-07 12:00:14 | 2570-06-21 00:00:00 | 2570-06-21 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-07-12 Lync Client has been installed. | [NAME]
2012-02-07 12:06:44 | 2012-02-10 18:43:23 | INC0015663 | 5 - Medium | Incident | Closed |  | Performance issues with documentum | [NAME] | Deskside - California | CI Not Found | Applications | Business Applications | Performance | False | system |  | [NAME] | 2012-02-07 13:01:30 | 2923-12-18 00:00:00 | 2923-12-18 00:00:00 | Documentum | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Spoke to end user yesterday. He has not had problems with documentum since running del-temp.bat on Big Sur laptop. | [NAME]
2012-02-07 12:18:50 | 2012-02-15 10:04:30 | INC0015665 | 5 - Medium | Incident | Closed |  | unable to saved to this folder H: | [NAME] | Service Desk | AD (Active Directory) Account | Network/Connectivity | Wired | Access | False | system |  | [NAME] | 2012-02-08 10:31:36 | 3395-01-30 00:00:00 | 3395-01-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | successfully remapped users home folder to the proper location. | [NAME]
2012-02-07 12:19:54 | 2012-02-07 12:34:45 | INC0015666 | 5 - Medium | Service Request | Closed |  | Notification of Server Maintenance | K Narendran | Intel Server Support | CI Not Found | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  |  | 2012-02-07 12:22:49 | 2566-12-19 00:00:00 | 2566-12-19 00:00:00 | Notification | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This is not an incident.  [NAME] should have been forwarded to [EMAIL] | Thuan Tran
2012-02-07 12:22:46 | 2012-02-09 10:55:17 | INC0015667 | 5 - Medium | Incident | Closed | Pending Customer | Outlook is not responsive at times and shuts down | [NAME] | Accounts Administration | Outlook 2003 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-08 09:09:11 | 2803-01-19 00:00:00 | 2803-01-19 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 1 | Solved (Permanently) | initially users AD account had expired. after that had been renewed i created a new user profile in outlook and had the user manually enter her password and set outlook to remember the password. _x000D_ | [NAME]
2012-02-07 12:22:55 | 2012-02-22 11:07:41 | INC0015668 | 5 - Medium | Service Request | Resolved |  | User need an upgrade of sigma Plot | [NAME] | Deskside - California | Unclaimed Property (Prod) | Applications | Business Applications | Configuration | True | HillJos |  | [NAME] | 2012-02-07 13:20:35 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Not Solved (3 Strike) | Left 3msgs and no response | [NAME]
2012-02-07 12:28:12 |  | INC0015669 | 4 - High | Service Request | Assigned |  | User is having issues with certian rooms via her calender | [NAME] | Exchange Server Support | CI Not Found | Account Admin | Modify | Mailbox | True | AliA |  | [NAME] | 2012-02-08 09:31:10 | 00:00:00 |  | Calender 2003 | 1-2 Users Affected | [NAME] | False | 2
2012-02-07 12:33:06 | 2012-02-07 13:31:50 | INC0015671 | 5 - Medium | Service Request | Closed |  | MS Outlook Issue | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-02-07 12:37:12 | 2564-10-18 00:00:00 | 2564-10-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-07-12 Outlook OST file has been scanned and repaired. The Add-in for VM has also been re-enabled. | [NAME]
2012-02-07 12:34:22 | 2012-02-10 16:08:01 | INC0015672 | 5 - Medium | Incident | Closed | Pending Customer | cannot print to PDF | [NAME] | Service Desk | Printer | Printing | Application | Cannot Print | False | system |  | [NAME] | 2012-02-07 12:44:06 | 2919-06-04 00:00:00 | 2919-06-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | duplicate case 15463 | [NAME]
2012-02-07 12:40:11 | 2012-02-07 12:43:37 | [NAME] | 5 - Medium | Service Request | Closed |  | A/c Adapter request | [NAME] | [NAME] | CI Not Found | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-07 12:43:37 | 2563-08-20 00:00:00 | 2563-08-20 00:00:00 | A/c Adapter | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Provided the user with a new A/c Adapter and now the user is all set | [NAME]
2012-02-07 12:40:23 | 2012-02-07 16:24:10 | INC0015674 | 5 - Medium | Service Request | Closed |  | phone setup | Ana [NAME] | Voice | CI Not Found | Hardware | Peripheral | Configuration | False | system |  | [NAME] | 2012-02-07 12:46:03 | 2563-08-08 00:00:00 | 2563-08-08 00:00:00 | phone | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | changed name on the phone to new users name.  E-mailed phone user guide to include common phone tasks, softkey definitions, phone screen icons and button icon names. | [NAME]
2012-02-07 12:43:07 | 2012-02-07 12:52:08 | INC0015676 | 5 - Medium | Service Request | Closed |  | User changed offices and wishes to know if she can take her phone with her | [NAME] | Service Desk | CI Not Found | Hardware | Peripheral | Request For Information | False | system |  |  |  | 2563-02-25 00:00:00 | 2563-02-25 00:00:00 | Telephone | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Informed the user that they are allowed to take their old medi phone with them | [NAME]
2012-02-07 12:48:16 |  | INC0015677 | 5 - Medium | Service Request | Assigned | Pending Customer | Needs the BPM Publisher tool in [NAME] for AZ to access | Krishnan Balasubramanian | Network Level 3 | USCT1ASV011 | Applications | Business Applications | New Request | True | rheringhaus |  |  | 2012-02-08 13:05:09 | 00:00:00 |  | BPP | 1-2 Users Affected | [NAME] | False | 2
2012-02-07 12:56:44 | 2012-02-07 15:11:37 | INC0015678 | 5 - Medium | Incident | Closed |  | need to have network id reset, gridpin position reset, | [NAME] | Service Desk | CI Not Found | Network/Connectivity | Wired | Access | False | system |  | [NAME] |  | 2560-11-30 00:00:00 | 2560-11-30 00:00:00 | password reset | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | - I reset [NAME] (EU) password, called an left a VM with new password._x000D_ - I followed up with [NAME], who confirmed that she is now able to log in. | [NAME]
2012-02-07 12:58:14 | 2012-02-07 13:32:56 | INC0015679 | 5 - Medium | Incident | Closed |  | phone/internet | [NAME] | Deskside - Gaithersburg | [NAME] | Network/Connectivity | Wired | Fault/Error | False | system |  |  | 2012-02-07 13:32:55 | 2560-09-01 00:00:00 | 2560-09-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JK- network cabbles were not plugged in correctly, once i did the proper cable managment everything was fine. | [NAME]
2012-02-07 13:03:15 | 2012-02-17 11:34:53 | INC0015681 | 5 - Medium | Service Request | Resolved |  | User is not receiving email on his Blackberry | [NAME] | Deskside - California | Blackberry | Telephony | Line/Circuit | Request/Replace | True | liceaj |  | [NAME] | 2012-02-07 13:27:52 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Asked the user to call the 84400 number option 1 and have the telephany people reset his blackberry | [NAME]
2012-02-07 13:06:55 | 2012-02-07 13:28:54 | INC0015683 | 5 - Medium | Service Request | Closed |  | Install.Net Framework Version | Deniz Koteen | Service Desk | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | Stephanie Hightower | 2012-02-07 13:08:11 | 2559-03-30 00:00:00 | 2559-03-30 00:00:00 | .net framework | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Remoted into client machine via Webex and installed the latest version of .Net with ops account. | Stephanie Hightower
2012-02-07 13:08:53 | 2012-02-10 11:00:24 | INC0015685 | 4 - High | Service Request | Closed |  | New User Req acct from HR | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | Stephanie Hightower | 2012-02-13 06:42:41 | 3268-07-31 00:00:00 | 3268-07-31 00:00:00 | New Employee setup | 1-2 Users Affected | [NAME] | True | 2 | Solved (Permanently) | ______________________________________________x000D_ From: Global Account Administration _x000D_ Sent: Friday, February 10, 2012 10:55 AM_x000D_ To: [NAME], [NAME]_ Subject: Account information INC0015685 - F.P.G. Wijnands_x000D_ _x000D_ The following new account has been created for the New Hire ([NAME]) as per the HR Weekly Report dated 2/7/2012_x000D_  _x000D_ Employee Name: [NAME] Wijnands_x000D_ Employee ID: 14829_x000D_ [NAME]: [NAME] Wijnands_x000D_ User ID: WijnandsF_x000D_ Password: XXXXXXXXX_x000D_ Email: WijnandsF@medimmune.com_x000D_  _x000D_ Please note that if user is working from Remote location then following external link will be used to change the password._x000D_ https://mail.medimmune.com/iisadmpwd/aexp2b.asp?https://mail.medimmune.com_x000D_  _x000D_ Please refer to the ticket number if you need to contact us for anything related to the account creation_x000D_ | [NAME]
2012-02-07 13:11:58 | 2012-02-10 15:48:43 | INC0015686 | 5 - Medium | Incident | Closed |  | can't connect to wireless | [NAME] | Service Desk | Wireless (Prod) | Network/Connectivity | Wireless | Access | False | system |  | [NAME] | 2012-02-07 13:30:16 | 2913-03-31 00:00:00 | 2913-03-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Closing the ticket based on [NAME]'s request | [NAME]
2012-02-07 13:13:03 | 2012-02-07 17:31:33 | INC0015687 | 5 - Medium | Service Request | Closed | Assigned External | Request Outlook DL Name be edited | [NAME] | Accounts Administration | Outlook 2003 | Applications | Outlook | Configuration | False | system | N/A | [NAME] | 2012-02-07 13:48:24 | 2558-03-27 00:00:00 | 2558-03-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | The Global Account Administration Team has verified the membership of the CTAT_ distribution lists.  We have spoken to the user and have advised the user to reach out to the SharePoint Support Team. | [NAME]
2012-02-07 13:19:51 | 2012-02-10 15:16:32 | INC0015689 | 5 - Medium | Service Request | Closed | Assigned External | Request changes be made to their SAP rf scanner suite | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Configuration | False | system | INC000002990548 | [NAME] | 2012-02-07 14:55:32 | 2911-12-14 00:00:00 | 2911-12-14 00:00:00 | SAP rf Scanner | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | AstraZeneca has reported that the configuration has been updated as required | [NAME]
2012-02-07 13:22:11 | 2012-02-07 13:24:59 | INC0015691 | 5 - Medium | Service Request | Closed |  | locked out of her network account | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-07 13:24:59 | 2556-09-25 00:00:00 | 2556-09-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user was unlocked while on call | [NAME]
2012-02-07 13:25:10 | 2012-02-07 15:05:05 | [NAME] | 5 - Medium | Service Request | Closed |  | Enable ActiveSync for the users listed in Description | [NAME] | Exchange Server Support | Exchange 2010 | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-07 13:29:36 | 2556-03-30 00:00:00 | 2556-03-30 00:00:00 |  | 21 to 100 Users Affected | [NAME] | False | 0 | Solved (Permanently) | enabled the users for activesync by txt file | [NAME]
2012-02-07 13:25:59 | 2012-02-08 13:54:38 | INC0015695 | 5 - Medium | Service Request | Closed |  | Cannot save documents to home drive h: drive | [NAME] |  | AD (Active Directory) Account | Account Admin | Modify | Home Folder | False | system |  | [NAME] | 2012-02-08 13:30:46 | 2674-05-22 00:00:00 | 2674-05-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 4 | Solved (Permanently) | Looks lilke the rights hasn't propagated since the user has huge folder structure. Tried modifying two random files and it worked fine. | [NAME]
2012-02-07 13:28:42 | 2012-02-09 10:54:13 | INC0015698 | 5 - Medium | Incident | Closed | Pending Customer | User needs the printer username corrected. | [NAME] | Accounts Administration | Printer | Hardware | Peripheral | Fault/Error | False | system |  | [NAME] | 2012-02-07 13:43:32 | 2792-03-21 00:00:00 | 2792-03-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Need to add a coma after the name to continue the search. | [NAME]
2012-02-07 13:30:02 | 2012-02-15 14:40:24 | INC0015700 | 5 - Medium | Service Request | Closed |  | Need a fax number | [NAME] | Voice | Fax | Telephony | Line/Circuit | Request/Replace | False | system |  | [NAME] | 2012-02-07 13:34:56 | 3383-05-21 00:00:00 | 3383-05-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | A new eFax number was setup in eFax for end user [NAME] and sent via e-mail to her attention. | [NAME]
2012-02-07 13:31:15 | 2012-02-07 16:51:55 | INC0015701 | 5 - Medium | Incident | Resolved | Pending Customer | User is kicked out of [NAME] every 10 minutes and is unable to open attachments | [NAME] | Deskside - Frederick | Outlook 2003 | Applications | COTS | Fault/Error | True | BosherB |  | [NAME] | 2012-02-07 13:37:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Microsoft office 2010 installed on users system | [NAME]
2012-02-07 13:32:06 | 2012-02-07 15:02:48 | INC0015702 | 5 - Medium | Service Request | Closed | Pending Customer | Add the users listed in the description field to AD group gbl.junos.gs | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] |  | 2555-02-08 00:00:00 | 2555-02-08 00:00:00 |  | 21 to 100 Users Affected | [NAME] | False | 0 | Solved (Permanently) | All of the users on the request list have been added to the gbl.junos.gs._x000D_ | [NAME]
2012-02-07 13:32:28 | 2012-02-09 11:36:16 | INC0015703 | 5 - Medium | Service Request | Closed | Pending Customer | monitor | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Peripheral | Configuration | False | system |  | Case Dykstra | 2012-02-07 19:47:57 | 2791-08-08 00:00:00 | 2791-08-08 00:00:00 | Vendor | 1-2 Users Affected | [NAME] | False | 1 | Solved (Work Around) | cd-monitors reset | Case Dykstra
2012-02-07 13:36:04 | 2012-02-07 14:04:03 | INC0015704 | 5 - Medium | Service Request | Closed |  | Payroll HD number to be added to her desk phone | [NAME] | Voice | CI Not Found | Telephony | Line/Circuit | Request/Replace | False | system |  | [NAME] | 2012-02-07 13:54:59 | 2554-06-15 00:00:00 | 2554-06-15 00:00:00 | Telephone | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Number added to user phone... | [NAME]
2012-02-07 13:36:53 | 2012-02-08 10:48:01 | INC0015705 | 5 - Medium | Incident | Closed |  | can't send messages in outlook | [NAME] | Executive Support | Outlook 2003 | Applications | Outlook | Performance | False | system |  | Farzin Saghri | 2012-02-07 13:49:51 | 2672-08-06 00:00:00 | 2672-08-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME]'s previous profile was not functioning at all, recreated it. Added all mailboxes and folders. Issue resolved. | Farzin Saghri
2012-02-07 13:41:28 | 2012-02-07 14:25:46 | INC0015707 | 5 - Medium | Incident | Closed |  | Phone number wrong in the GAL | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | General | Fault/Error | False | system |  | [NAME] | 2012-02-07 13:44:40 | 2671-11-05 00:00:00 | 2671-11-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Changed user's phone number with the correct one. | [NAME]
2012-02-07 13:44:03 | 2012-02-07 14:02:20 | INC0015708 | 5 - Medium | Service Request | Closed |  | cannot connect to wireless | [NAME] |  | [NAME] | Hardware | Computer | Configuration | False | system |  | [NAME] |  | 2553-02-21 00:00:00 | 2553-02-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Connect to wireless | [NAME]
2012-02-07 13:45:05 | 2012-02-08 11:07:06 | INC0015709 | 5 - Medium | Incident | Closed |  | No dial tone | [NAME] | Deskside - California | CI Not Found | Telephony | [NAME] | Outage | False | system |  | [NAME] | 2012-02-08 10:23:58 | 2671-04-02 00:00:00 | 2671-04-02 00:00:00 | Voice | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Looks like the cat5 cable had disconnected from the phone, reinstalled the cables and the phone started working again. | [NAME]
2012-02-07 13:49:30 | 2012-02-07 14:29:47 | INC0015712 | 5 - Medium | Service Request | Closed |  | Please add [NAME] to the distribution group listed below | [NAME] | Accounts Administration | Outlook 2003 | Account Admin | Modify | Distribution List | False | system |  | [NAME] | 2012-02-07 13:52:04 | 2552-03-31 00:00:00 | 2552-03-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added user to the distribution list. | [NAME]
2012-02-07 13:50:07 | 2012-02-08 15:18:29 | INC0015713 | 5 - Medium | Service Request | Closed | Pending Customer | insight training | [NAME] | Deskside - Gaithersburg | Insight Training Certification (Prod) | Applications | Business Applications | How To | False | system |  | [NAME] | 2012-02-07 13:55:46 | 2670-06-04 00:00:00 | 2670-06-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved | JS 02-08-12 I have looked at the machine and Windows Media player does not launch. This is a known issue and the vendor is also looking into a solution. There is not a fix for this issue at the moment. | [NAME]
2012-02-07 13:51:16 | 2012-02-15 09:03:41 | INC0015714 | 5 - Medium | Service Request | Closed |  | Sharepoint needs owner | [NAME] | Service Desk | CI Not Found | Account Admin | Modify | Share | False | system |  | [NAME] | 2012-02-07 14:05:02 | 3379-11-24 00:00:00 | 3379-11-24 00:00:00 | Sharepoint access | 1-2 Users Affected | [NAME] | False | 0 | Not Solved (3 Strike) | Called user as well as emailed him. When calling I did not get an answer and I have called 3 times._x000D_ | [NAME]
2012-02-07 13:54:08 | 2012-02-07 16:51:55 | INC0015715 | 1 - Critical Outage | Incident | Closed |  | User is being kicked out of outlook every few | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Business Applications | Fault/Error | False | system |  |  | 2012-02-07 14:02:26 | 2551-06-27 00:00:00 | 2551-06-27 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 0 | Solved (Permanently) | issues were resolved by remote reboot of server | [NAME]
2012-02-07 13:55:55 | 2012-02-09 14:48:38 | INC0015716 | 5 - Medium | Service Request | Closed |  | R&D Software Install | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-09 14:29:31 | 2787-10-01 00:00:00 | 2787-10-01 00:00:00 | R & D Application Install | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | JS 02-09-12 Software has been installed. | [NAME]
2012-02-07 13:56:02 | 2012-02-07 16:35:45 | INC0015717 | 5 - Medium | Service Request | Closed |  | Remove old files from [NAME]*.* | [NAME] | Storage Backup Team | CI Not Found | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  | [NAME] | 2012-02-07 13:59:12 | 2551-03-05 00:00:00 | 2551-03-05 00:00:00 | Network Drives | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Removed files as requested | [NAME]
2012-02-07 13:59:55 |  | INC0015718 | 5 - Medium | Service Request | Assigned |  | Needs WAP moved | [NAME] | Network Level 3 | CI Not Found | Network | Wireless | Access Request | True | MooneyA |  |  | 2012-02-07 14:37:19 | 00:00:00 |  | Network | 1-2 Users Affected | [NAME] | False | 1
2012-02-07 14:02:25 | 2012-02-07 15:45:27 | INC0015719 | 4 - High | Service Request | Closed |  | request for Install .Net framework Version | Deniz Koteen | Service Desk | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] |  | 2550-02-15 00:00:00 | 2550-02-15 00:00:00 | .NET Framework | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Called EU back to complete install EU stated issue has already been fixed | [NAME]
2012-02-07 14:11:04 | 2012-02-13 09:58:28 | INC0015724 | 5 - Medium | Service Request | Closed | Pending Customer | User need Wire shark put on these servers | [NAME] | CZ - Middleware & Citrix - Support | Citrix | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-07 17:17:09 | 3140-02-03 00:00:00 | 3140-02-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Wireshark installtion completed on the requested Servers. | [NAME]
2012-02-07 14:11:29 | 2012-02-07 14:14:06 | INC0015726 | 5 - Medium | Service Request | Closed | Pending Customer | User ID expired | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-07 14:12:40 | 2548-08-20 00:00:00 | 2548-08-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | send email to user to let her know the account will expire on march 11 | [NAME]
2012-02-07 14:17:16 | 2012-02-07 16:34:53 | INC0015727 | 5 - Medium | Service Request | Closed |  | [NAME] issue | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-02-07 14:28:55 | 2547-09-08 00:00:00 | 2547-09-08 00:00:00 | Adobe [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-07-12 Adobe Flash player 10 has been installed. | [NAME]
2012-02-07 14:18:24 | 2012-02-14 14:02:36 | INC0015728 | 5 - Medium | Service Request | Closed |  | User would like a CD\DVD burner for large files | [NAME] | Service Desk | CI Not Found | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-07 14:36:12 | 3257-02-28 00:00:00 | 3257-02-28 00:00:00 | Hardware | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User advised me to close the ticket, and that if he has any issues transferring the files he will call back. | [NAME]
2012-02-07 14:23:05 | 2012-02-08 11:38:52 | INC0015729 | 5 - Medium | Service Request | Closed | Pending Customer | Unable to log into ELMS | [NAME] | Service Desk | Elements | Applications | Business Applications | [NAME] | False | system |  | [NAME] | 2012-02-07 15:09:34 | 2665-01-03 00:00:00 | 2665-01-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | user verified that she is able to connect now | [NAME]
2012-02-07 14:31:05 | 2012-02-07 16:32:55 | INC0015732 | 5 - Medium | Service Request | Closed |  | Auto Login Issue | [NAME] | Deskside - Gaithersburg | Laptop | Applications | OS | Configuration | False | system |  | [NAME] | 2012-02-07 14:32:35 | 2545-06-01 00:00:00 | 2545-06-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-07-12 Microsoft fix has been applied to the machine which has corrected the issue. | [NAME]
2012-02-07 14:35:22 | 2012-02-13 08:45:28 | INC0015734 | 5 - Medium | Service Request | Closed | Assigned External | User needed a file restored | [NAME] | Service Desk | CI Not Found | Other | Other | Other | False | system | 2877567 | [NAME] | 2012-02-07 14:45:18 | 3136-02-06 00:00:00 | 3136-02-06 00:00:00 | Server | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) |  | [NAME]
2012-02-07 14:35:39 | 2012-02-07 15:52:56 | INC0015736 | 5 - Medium | Service Request | Closed |  | Safe View plugin | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-02-07 14:38:05 | 2544-08-31 00:00:00 | 2544-08-31 00:00:00 | Safe View Plugin | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-07-12 Plugin has been installed. | [NAME]
2012-02-07 14:36:56 | 2012-02-09 10:40:13 | INC0015738 | 5 - Medium | Incident | Closed | Pending Customer | User's phone is only displaying the calling number and not caller's name | [NAME] | Voice | CI Not Found | Hardware | Peripheral | Fault/Error | False | system |  | [NAME] | 2012-02-07 14:43:41 | 2781-01-04 00:00:00 | 2781-01-04 00:00:00 | Phone- Caller ID | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Caller ID has the correct information... | [NAME]
2012-02-07 14:38:11 | 2012-02-07 16:02:31 | INC0015740 | 5 - Medium | Service Request | Closed |  | Needs user added to Citrix groups | [NAME] | Accounts Administration | Citrix | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-07 14:40:46 | 2544-04-01 00:00:00 | 2544-04-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added her to both groups. | [NAME]
2012-02-07 14:42:07 | 2012-02-09 12:40:50 | INC0015745 | 5 - Medium | Service Request | Closed |  | User cannot acces Sharepoint site - error Access Denied | [NAME] | CZ - Enterprise Application - Support | Sharepoint (Prod) | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-02-09 12:27:03 | 2780-02-28 00:00:00 | 2780-02-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Access provided to the user. User should now be able to access the site without any issues. | [NAME]
2012-02-07 14:43:46 | 2012-02-07 14:53:01 | INC0015748 | 5 - Medium | Incident | Closed |  | General question on how long emails stay on server | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Access | False | system |  | [NAME] | 2012-02-07 14:53:01 | 2543-05-02 00:00:00 | 2543-05-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | see notes | [NAME]
2012-02-07 14:44:25 | 2012-02-07 15:08:55 | INC0015749 | 5 - Medium | Service Request | Closed |  | Approval to extend network access | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-07 14:46:42 | 2543-03-24 00:00:00 | 2543-03-24 00:00:00 | Account Administration | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended to May 11, 2012._x000D_ | [NAME]
2012-02-07 14:46:06 | 2012-02-07 16:06:55 | INC0015750 | 5 - Medium | Service Request | Closed |  | user needs access to E:\SAE Reconciliation | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-07 14:48:08 | 2542-12-13 00:00:00 | 2542-12-13 00:00:00 | E: drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added user to the group that has access to the folder. | [NAME]
2012-02-07 14:47:42 | 2012-02-14 13:27:51 | INC0015752 | 5 - Medium | Incident | Closed | Assigned External | Citrix hang ups | [NAME] | Service Desk | Citrix | Network/Connectivity | Citrix | Performance | False | system | IBM 2993182 | [NAME] | 2012-02-08 11:21:10 | 3252-05-07 00:00:00 | 3252-05-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Not Solved (3 Strike) | User has not contacted us back. | [NAME]
2012-02-07 14:48:05 | 2012-02-07 16:40:00 | INC0015753 | 5 - Medium | Incident | Closed |  | Monitor will not display any images (blank) | [NAME] | Deskside - Gaithersburg | Monitor | Hardware | Peripheral | Performance | False | system |  | [NAME] | 2012-02-07 14:56:44 | 2542-08-16 00:00:00 | 2542-08-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-07-12 Monitor has been replaced. | [NAME]
2012-02-07 14:48:13 | 2012-02-07 16:23:34 | INC0015754 | 5 - Medium | Incident | Closed | Pending Customer | outlook on citrix | [NAME] | CZ - Middleware & Citrix - Support | Citrix | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-13 20:21:38 | 3370-07-17 00:00:00 | 3370-07-17 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 6 | Solved (Work Around) | I spoke to [NAME] and she is going to test this from another PC. If the issue still exists this ticket needs to be re-assigned to a group that could provide support regarding the Citrix environment. This error is occuring while using a non-medimmune asset and therefore is not a desktop support issue. | [NAME]
2012-02-07 14:50:42 | 2012-02-07 14:54:17 | INC0015757 | 5 - Medium | Incident | Closed |  | Not able to log in to eLMS | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Access | False | system |  | Stephanie Hightower | 2012-02-07 14:52:57 | 2542-03-12 00:00:00 | 2542-03-12 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Informed customer that he should now be logging in with his network ID and password._x000D_ Confirmed client could successfully log in while on the phone | Stephanie Hightower
2012-02-07 14:51:45 | 2012-02-15 15:14:01 | INC0015758 | 5 - Medium | Incident | Closed | Assigned External | Cannot access SAP workflow | [NAME] | Service Desk | SAP ECC (Prod) | Applications | Business Applications | Fault/Error | False | system | 2990898 | [NAME] | 2012-02-07 17:45:39 | 3369-12-17 00:00:00 | 3369-12-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User states that he is not having a problem anymore and would like for the ticket to be resolved. | [NAME]
2012-02-07 14:56:40 | 2012-02-14 13:25:05 | INC0015759 | 5 - Medium | Incident | Closed | Assigned External | Cirtix hang ups | [NAME] | Service Desk | RLIMS (Prod) | Network/Connectivity | Citrix | Performance | False | system | IBM | [NAME] | 2012-02-08 11:21:51 | 3250-11-16 00:00:00 | 3250-11-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Not Solved (3 Strike) | User has not contacted us back. | [NAME]
2012-02-07 15:02:29 | 2012-02-10 10:29:48 | INC0015760 | 5 - Medium | Service Request | Closed | Pending Customer | [NAME] access to Org Chart on Medizone | [NAME] | Deskside - Frederick | CI Not Found | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-02-09 02:46:56 | 2895-02-02 00:00:00 | 2895-02-02 00:00:00 | Intranet Access | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | installed missing plugin | [NAME]
2012-02-07 15:02:43 |  | INC0015761 | 5 - Medium | Incident | Assigned |  | User's GAL only extends to S in Outlook | [NAME] | Exchange Server Support | CI Not Found | Applications | Outlook | Fault/Error | True | AliA |  | [NAME] | 2012-02-13 15:12:21 | 00:00:00 |  | Global Address List- Outlook | 1-2 Users Affected | [NAME] | False | 2
2012-02-07 15:07:47 | 2012-02-07 15:14:57 | INC0015762 | 5 - Medium | Service Request | Closed |  | OSI pi data link excel add in installed | [NAME] | Service Desk | Excel 2003 | Other | Other | Other | False | system |  | [NAME] | 2012-02-07 15:14:57 | 2539-05-22 00:00:00 | 2539-05-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Advised user that i would create the ticket for the 2 users to have the addin installed. | [NAME]
2012-02-07 15:09:10 | 2012-02-07 16:29:40 | INC0015765 | 5 - Medium | Service Request | Closed |  | Not able to save to Y:\LiuX drive | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-07 15:19:43 | 2539-02-28 00:00:00 | 2539-02-28 00:00:00 | H: drive issue | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Gave rights to the user's own home folder. | [NAME]
2012-02-07 15:09:14 | 2012-02-09 14:49:12 | INC0015766 | 5 - Medium | Service Request | Closed |  | [NAME]'s name is mispelled in his outlook account | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-07 15:16:11 | 3130-07-15 00:00:00 | 3130-07-15 00:00:00 | name mispelled in outlook | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Corrected user's phone number in AD._x000D_ _x000D_ [NAME]'s name has been correct on the exchange account, see attachments. | [NAME]
2012-02-07 15:10:19 | 2012-02-08 09:25:52 | INC0015767 | 5 - Medium | Service Request | Closed |  | Global Distribution Lists | [NAME] | Executive Support | CI Not Found | Server/Data Center | Database/System | Access Request | False | system |  | Stefon Elliott | 2012-02-07 15:12:37 | 2657-04-01 00:00:00 | 2657-04-01 00:00:00 | Accounts Administration | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Worked along with the exchange team to resolve this issue. No further action required. | Stefon Elliott
2012-02-07 15:10:44 | 2012-02-07 15:25:24 | INC0015768 | 5 - Medium | Incident | Closed |  | Not able to log in to Medizone | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Access | False | system |  | Stephanie Hightower | 2012-02-07 15:23:46 | 2538-11-26 00:00:00 | 2538-11-26 00:00:00 | Medizone | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Walked customer through adding medimmune to the trusted sites._x000D_ After adding the site to trusted sites, she opened the browser and was able to log in to Medizone. | Stephanie Hightower
2012-02-07 15:15:20 | 2012-02-09 11:35:43 | INC0015769 | 5 - Medium | Service Request | Closed |  | OSI pi Excel data link add-in install | [NAME] | Deskside - Gaithersburg | Excel 2003 | Applications | Business Applications | Install/Remove | False | system |  | Case Dykstra | 2012-02-07 15:19:03 | 2774-09-14 00:00:00 | 2774-09-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | cd-installed, will create KB doc on second ticket | Case Dykstra
2012-02-07 15:16:59 | 2012-02-10 17:18:17 | INC0015771 | 5 - Medium | Service Request | Closed | Pending Customer | User requests his wireless mouse be removed/uninstalled | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-07 15:28:35 | 2892-09-15 00:00:00 | 2892-09-15 00:00:00 | Hardware Removal | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Uninstalled the wireless mouse driver, re-installed the Laptop pointer driver and resolved the issue | [NAME]
2012-02-07 15:19:07 | 2012-02-09 14:11:51 | INC0015772 | 5 - Medium | Service Request | Closed |  | OSI pi excel data link add-in install | [NAME] | Deskside - Gaithersburg | Excel 2003 | Applications | Business Applications | Install/Remove | False | system |  | Case Dykstra | 2012-02-07 15:20:22 | 2774-01-30 00:00:00 | 2774-01-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | cd-software installed, KB created | Case Dykstra
2012-02-07 15:20:28 | 2012-02-17 08:54:54 | INC0015774 | 5 - Medium | Incident | Resolved | Pending Customer | Cannot access eCTMS | [NAME] | CZ - Clinical & Regulatory - Support | eCTMS ([NAME]) (QAS) | Account Admin | General | Access | True | AmalrajJ |  | [NAME] | 2012-02-07 15:33:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Issue Resolved for the user._x000D_ _x000D_ _x000D_ _x000D_ _________________________________________x000D_ From: [NAME], [NAME] _x000D_ Sent: Friday, February 17, 2012 8:51 AM_x000D_ To: J, Amalraj; [NAME], Jeremy_x000D_ Cc: [NAME], [NAME]; Kumar, Sathish; Bourque, Ron_x000D_ Subject: RE: INC0015774 - Cannot access eCTMS_x000D_ _x000D_ Hi: _x000D_ _x000D_ This was resolved last week. Thanks!_x000D_ _x000D_ Warmest Regards, _x000D_ Nicole Martin_x000D_ Lead Clinical Research Associate_x000D_ Clinical Operations_x000D_ MedImmune|904 Wind River Lane| Gaithersburg, MD 20878_x000D_ ?: 301.398.2671_x000D_ ?: 301.398.7614_x000D_ ?: MartinN@medimmune.com_x000D_ | [NAME]
2012-02-07 15:20:47 | 2012-02-07 15:43:38 | INC0015775 | 5 - Medium | Service Request | Closed |  | unable to log into onthego | [NAME] | Service Desk | OnTheGo | Account Admin | New | Access | False | system |  | [NAME] | 2012-02-07 15:43:38 | 2537-04-02 00:00:00 | 2537-04-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | updated her trusted sites list | [NAME]
2012-02-07 15:23:36 | 2012-02-07 15:46:31 | INC0015777 | 5 - Medium | Incident | Closed |  | Cannot write or save to H drive | Sany Joseph | Service Desk | CI Not Found | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-07 15:46:31 | 2536-10-15 00:00:00 | 2536-10-15 00:00:00 | network drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | remapped to appropriate location.  EU able to write to her folder. | [NAME]
2012-02-07 15:24:28 | 2012-02-07 17:39:05 | INC0015778 | 5 - Medium | Service Request | Closed |  | Missing Distribution List | [NAME] | Accounts Administration | Outlook 2003 | Applications | Outlook | s_Outlook_Standard [NAME] | False | system |  | [NAME] | 2012-02-07 15:35:57 | 2536-08-24 00:00:00 | 2536-08-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] is already in AD. The email address is: USR&[EMAIL] | [NAME]
2012-02-07 15:27:29 | 2012-02-07 15:37:15 | INC0015780 | 5 - Medium | Incident | Closed |  | Getting no sound on external speakers connected to dock | [NAME] | Service Desk | CI Not Found | Hardware | Peripheral | Fault/Error | False | system |  |  |  | 2536-02-25 00:00:00 | 2536-02-25 00:00:00 | Computer sound error | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | duplicate issue EU called in twice for same issue, INC0015207 is ticket being already worked for this issue by deskside | [NAME]
2012-02-07 15:28:31 |  | INC0015781 | 5 - Medium | Service Request | Pending | Pending Part | Create Report in ELMs system | [NAME] | CZ - Enterprise Application - Support | eLMS Enterprise Elements (Dev) | Applications | Business Applications | Configuration | True | MullaveeduB |  | [NAME] | 2012-02-07 15:37:35 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-07 15:37:58 | 2012-02-08 15:57:38 | INC0015783 | 5 - Medium | Incident | Closed |  | unable to send meeting requests | [NAME] | Executive Support | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | Farzin Saghri | 2012-02-07 15:43:19 | 2652-09-15 00:00:00 | 2652-09-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Recreated outlook profile, once all e-mails were loaded back up she was able to send all her meeting requests. Issue resolved. | Farzin Saghri
2012-02-07 15:44:48 | 2012-02-07 15:51:46 | INC0015787 | 5 - Medium | Service Request | Closed |  | User needs a docking station | [NAME] | [NAME] | [NAME] | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-07 15:51:46 | 2533-04-22 00:00:00 | 2533-04-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Provided the user with a docking station | [NAME]
2012-02-07 15:44:55 | 2012-02-10 14:38:52 | INC0015788 | 5 - Medium | Service Request | Closed |  | Network PW Reset | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-07 16:23:37 | 2888-02-13 00:00:00 | 2888-02-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Press Ctrl+Alt+Del _x000D_ [NAME] _x000D_ User changed her PW. | [NAME]
2012-02-07 15:46:00 | 2012-02-08 12:23:09 | INC0015789 | 5 - Medium | Service Request | Closed |  | Port Activation | [NAME] | Deskside - Gaithersburg | CI Not Found | Network | Network Device | Request/Replace | False | system |  | [NAME] | 2012-02-07 15:47:55 | 2651-05-22 00:00:00 | 2651-05-22 00:00:00 | Network | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Activated the mentione port | [NAME]
2012-02-07 15:47:31 | 2012-02-09 09:38:44 | INC0015792 | 5 - Medium | Service Request | Closed |  | Status: Onboarding - Allan Taggart | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-07 15:55:24 | 2769-06-01 00:00:00 | 2769-06-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account created and manager notified, pending deskside setup on ticket 2975757 | [NAME]
2012-02-07 15:52:43 | 2012-02-07 16:03:13 | INC0015798 | 5 - Medium | Service Request | Closed |  | Blue screen during boot up | [NAME] | [NAME] | Laptop | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-07 16:03:13 | 2532-01-03 00:00:00 | 2532-01-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Ran chkdsk /r and now the user computer boots up into windows with no issues | [NAME]
2012-02-07 16:00:45 | 2012-02-07 16:16:45 | INC0015802 | 5 - Medium | Incident | Closed |  | User is unable to save in his shared folders | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | Access | False | system |  |  |  | 2530-09-08 00:00:00 | 2530-09-08 00:00:00 | Unable to write to H: drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Changed the desktop shortcut's path from the Y:/ drive path to the H:/ drive path. | [NAME]
2012-02-07 16:02:38 | 2012-02-07 16:20:43 | INC0015804 | 5 - Medium | Incident | Closed |  | new employee trying to set up grid guard, problem with onthego | [NAME] | Service Desk | OnTheGo | Network/Connectivity | Wired | Access | False | system |  | [NAME] | 2012-02-07 16:20:43 | 2530-05-18 00:00:00 | 2530-05-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | added onthego to trusted sites list. resolved. | [NAME]
2012-02-07 16:03:42 | 2012-02-07 16:07:42 | INC0015805 | 5 - Medium | Service Request | Closed |  | Project and snag-it install request | [NAME] | [NAME] | Project 2003 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-07 16:07:42 | 2530-03-15 00:00:00 | 2530-03-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed the software for the user and now the user is all set with snag-it and project | [NAME]
2012-02-07 16:05:22 | 2012-02-07 18:15:53 | INC0015806 | 5 - Medium | Service Request | Closed |  | Request form for new server | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  | [NAME] | 2012-02-07 16:20:26 | 2529-12-05 00:00:00 | 2529-12-05 00:00:00 | Server | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | See notes | [NAME]
2012-02-07 16:06:49 | 2012-02-13 13:56:29 | INC0015808 | 5 - Medium | Service Request | Closed | Pending Customer | Request to Install specific version of JRE and JCE on [NAME] computers | [NAME] | Service Desk | CI Not Found | Applications | OS | Configuration | False | system |  | [NAME] | 2012-02-13 09:21:31 | 3121-01-28 00:00:00 | 3121-01-28 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | I was able to remte via webex, remove all existing versions of [NAME] from [NAME] computer and followed the instructions attached to this ticket and installed specific versions of JRE, JCE. Installation files are attached to this ticket | [NAME]
2012-02-07 16:07:45 | 2012-02-07 16:13:31 | INC0015809 | 5 - Medium | Service Request | Closed |  | User needs software installed onto his computer | [NAME] | [NAME] | PRISM (Prod) | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-07 16:13:31 | 2529-07-15 00:00:00 | 2529-07-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed software for the user and removed icons and now the user is all set | [NAME]
2012-02-07 16:08:38 | 2012-02-07 16:37:37 | INC0015810 | 5 - Medium | Service Request | Closed |  | Cannot access H Drive | Chenxiong Le | Accounts Administration | CI Not Found | Server/Data Center | Database/System | Access Request | False | system |  | Rankit Thakkar | 2012-02-07 16:11:33 | 2529-05-23 00:00:00 | 2529-05-23 00:00:00 | Network Drives | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Changed Permission on User's Home Directory._x000D_ _x000D_ User to Log-out and Log-in to see the changes. | Rankit Thakkar
2012-02-07 16:13:07 | 2012-02-07 16:22:47 | INC0015811 | 5 - Medium | Service Request | Closed |  | user cannot access website | [NAME] |  | Internet Explorer 7 | Applications | COTS | Configuration | False | system |  | [NAME] |  | 2528-08-27 00:00:00 | 2528-08-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | see notes issue is fixed | [NAME]
2012-02-07 16:13:32 | 2012-02-07 16:19:27 | INC0015812 | 5 - Medium | Service Request | Closed |  | [NAME] install request | [NAME] | [NAME] | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-07 16:19:27 | 2528-08-02 00:00:00 | 2528-08-02 00:00:00 | [NAME] update 14 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed Java 6 update 14 on the users computer and now the user is all set | [NAME]
2012-02-07 16:13:41 | 2012-02-08 10:37:31 | INC0015813 | 4 - High | Service Request | Closed | Pending Customer | add users to AD group | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | Rankit Thakkar | 2012-02-08 07:21:09 | 2646-11-03 00:00:00 | 2646-11-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User's Added to the group. | Rankit Thakkar
2012-02-07 16:18:18 | 2012-02-14 13:53:46 | INC0015816 | 5 - Medium | Service Request | Closed | Pending Customer | User Requesting access 2 Employee Health and Wellness Clinic Mailbox | [NAME] | Accounts Administration | Outlook 2003 | Applications | Outlook | Access Request | False | system |  | [NAME] | 2012-02-07 16:42:34 | 3237-06-19 00:00:00 | 3237-06-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Added to the send on behalf in Exchange. | [NAME]
2012-02-07 16:23:06 | 2012-02-07 16:45:14 | INC0015818 | 5 - Medium | Service Request | Closed |  | User cannnot access EAM equiptment request | [NAME] | CZ - SAP Administration | Internet Explorer 7 | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-07 16:44:31 | 2527-01-06 00:00:00 | 2527-01-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | gpupdate /force._x000D_ went right into website after that | [NAME]
2012-02-07 16:26:42 | 2012-02-07 17:01:12 | INC0015819 | 5 - Medium | Service Request | Closed |  | Users name is incorrect in AD | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | Rankit Thakkar | 2012-02-07 16:34:23 | 2526-06-04 00:00:00 | 2526-06-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Made Proper name change in AD. | Rankit Thakkar
2012-02-07 16:29:40 | 2012-02-07 16:35:17 | INC0015820 | 5 - Medium | Service Request | Closed |  | How to log in to company meeting | [NAME] | Service Desk | Live Meeting | Applications | Business Applications | How To | False | system |  | [NAME] | 2012-02-07 16:35:17 | 2525-12-08 00:00:00 | 2525-12-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Provided user with correct login information | [NAME]
2012-02-07 16:32:50 | 2012-02-09 13:14:03 | INC0015823 | 5 - Medium | Incident | Closed | Pending Customer | [NAME] issues | [NAME] | Voice | [NAME] | Telephony | [NAME] | Access | False | system |  | [NAME] | 2012-02-08 09:07:53 | 2761-12-21 00:00:00 | 2761-12-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | password reset to 853218 | [NAME]
2012-02-07 16:35:10 | 2012-02-07 16:37:50 | INC0015825 | 5 - Medium | Service Request | Closed |  | X200 Battery Issue | [NAME] | Deskside - Gaithersburg | Battery | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-07 16:36:56 | 2525-01-12 00:00:00 | 2525-01-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-07-12 Critical battery error was being displayed. The battery has been replaced. | [NAME]
2012-02-07 16:39:09 | 2012-02-07 17:41:31 | [NAME] | 5 - Medium | Incident | Closed | Pending Customer | Phone is showing a voicemail, but there voicemail is empty. | [NAME] | Voice | [NAME] | Telephony | [NAME] | Fault/Error | False | system |  | [NAME] | 2012-02-07 16:42:10 | 2760-12-07 00:00:00 | 2760-12-07 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | MWI is off... | [NAME]
2012-02-07 16:46:24 | 2012-02-13 19:42:50 | [NAME] | 5 - Medium | Service Request | Pending | Pending Customer | Please create new MEDIA volume on [NAME] | [NAME] | Storage Backup Team | 4.1 VM Cluster (OMW) | Server/Data Center | Hardware | Configuration | True | SchultzD |  | [NAME] | 2012-02-07 16:51:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | snapmirror in progress from OMW to [NAME], soon as it's complete you should see the media datastore and be able to mount it. I would guess it will be sometime on 2/14 when it will be caught up and will sync every hour on the 45, around the clock after that. | [NAME]
2012-02-07 16:47:55 | 2012-02-13 13:24:41 | INC0015831 | 5 - Medium | Service Request | Closed |  | HPQC access | [NAME] | ServiceNow [NAME] | HPQC (Prod) | ServiceNow | Groups | Create New Group | False | system |  | [NAME] | 2012-02-07 18:18:59 | 3114-04-29 00:00:00 | 3114-04-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Created the HP Quality Center resolver group and added [NAME] and Asheesh Chhabra | [NAME]
2012-02-07 16:48:08 | 2012-02-08 15:16:33 | INC0015832 | 5 - Medium | Service Request | Closed |  | Access for another users mailbox | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Mailbox | False | system |  | [NAME] | 2012-02-07 17:02:47 | 2641-03-07 00:00:00 | 2641-03-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] access per [NAME]. | [NAME]
2012-02-07 16:52:41 | 2012-02-07 17:37:50 | INC0015833 | 5 - Medium | Service Request | Closed |  | [NAME] | [NAME] | Voice | [NAME] | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-07 16:56:26 | 2522-02-26 00:00:00 | 2522-02-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account created and instructions sent to the user. | [NAME]
2012-02-07 16:53:21 |  | INC0015834 | 5 - Medium | Incident | Closed |  | Test 6 | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Incident | Access | False | LloydCo |  | [NAME] | 2012-02-07 16:54:32 | 1900-03-11 00:00:00 | 1900-03-11 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Test 6
2012-02-07 16:59:05 | 2012-02-07 17:08:58 | INC0015837 | 5 - Medium | Service Request | Closed | Pending Customer | Access to R drive for 2 users | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-02-09 10:56:52 | 3112-06-28 00:00:00 | 3112-06-28 00:00:00 | Network drives | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | Users successfully mapped R drive and can both access it.  Closing per [NAME] request. | [NAME]
2012-02-07 17:03:27 | 2012-02-08 16:04:15 | INC0015839 | 5 - Medium | Service Request | Closed |  | Join computer to Domain | [NAME] | Deskside - California | CI Not Found | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-07 17:08:38 | 2638-08-31 00:00:00 | 2638-08-31 00:00:00 | Join to Domain | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Connected to network. Joined system to AD. Installed Symantec End Point (AV) for Windows 7. | [NAME]
2012-02-07 17:03:58 | 2012-02-13 09:07:14 | INC0015840 | 5 - Medium | Service Request | Closed |  | User would like [NAME] installed on his computer. | [NAME] | Deskside - Gaithersburg | [NAME] 2003 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-07 17:24:55 | 3111-09-09 00:00:00 | 3111-09-09 00:00:00 | Program Install | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Spoke with [NAME], remoted into his machine and installed visio standard 2003. | [NAME]
2012-02-07 17:08:41 | 2012-02-07 18:37:29 | INC0015841 | 5 - Medium | Service Request | Closed |  | Activate Internet Port | [NAME] | Deskside - California | CI Not Found | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-07 17:14:58 | 2519-07-12 00:00:00 | 2519-07-12 00:00:00 | Port activation | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Activated port 1270C in 297. Emailed customer | [NAME]
2012-02-07 17:16:40 | 2012-02-08 09:00:47 | INC0015845 | 5 - Medium | Service Request | Closed |  | Add [NAME] as the manager of the Voice group in S-Now | Christine [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-02-07 17:20:02 | 2636-06-29 00:00:00 | 2636-06-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] has been added to the Voice resolver group and made manager of that group as requested. | [NAME]
2012-02-07 17:19:38 | 2012-02-07 17:34:04 | INC0015848 | 4 - High | Service Request | Closed |  | Not able to log into https://performancemanager4.successfactors.com/login | [NAME] | Service Desk | CI Not Found | Other | Other | Other | False | system |  |  |  | 2517-09-23 00:00:00 | 2517-09-23 00:00:00 | Success Factor | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | _i did inform user we would be closing ticket since this a third party app | [NAME]
2012-02-07 17:43:43 | 2012-02-09 18:41:04 | INC0015854 | 5 - Medium | Service Request | Closed |  | Fax number association | [NAME] | Voice | Fax | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-07 17:49:45 | 2750-04-30 00:00:00 | 2750-04-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Created a fax for "1092" and forwarded the login and pw to the new user. | [NAME]
2012-02-07 17:47:47 | 2012-02-08 08:45:48 | INC0015855 | 5 - Medium | Service Request | Closed |  | DNS updates for 2/10/12 | [NAME] | Intel Server Support | DNS | Network | Network Device | Request/Replace | False | system |  | [NAME] | 2012-02-07 17:48:37 | 2631-05-20 00:00:00 | 2631-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] emailed [NAME] stating [NAME] has DNS update rights and showed [NAME] how [NAME] can update the DNS records. | Thuan Tran
2012-02-07 17:50:54 | 2012-02-14 14:46:47 | INC0015857 | 5 - Medium | Service Request | Closed |  | Request for OPS account - OPS_DARU | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Access | False | system |  | Rankit Thakkar | 2012-02-07 17:53:56 | 3222-04-03 00:00:00 | 3222-04-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Permission Granted per the Child Ticket. | Rankit Thakkar
2012-02-07 17:52:53 | 2012-02-14 14:47:14 | INC0015858 | 5 - Medium | Service Request | Closed |  | Request for OPS account. OPS_GUTIERREZL and OPS_KYLENM | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Access | False | system |  | Rankit Thakkar | 2012-02-07 17:54:58 | 3221-12-05 00:00:00 | 3221-12-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Permission Granted per the Child Ticket. | Rankit Thakkar
2012-02-07 17:54:01 | 2012-02-13 15:58:42 | INC0015859 | 5 - Medium | Service Request | Closed |  | Request for OPS account. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Access | False | system |  | Rankit Thakkar | 2012-02-07 17:55:19 | 3103-06-20 00:00:00 | 3103-06-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME]. _x000D_ _x000D_ Please refer to INC0017600 for Resolution. | Rankit Thakkar
2012-02-07 18:08:47 | 2012-02-07 18:29:04 | INC0015863 | 5 - Medium | Service Request | Closed |  | SAP Zebra printer [NAME] needs to be serviced or repaired | [NAME] | Service Desk | CI Not Found | Hardware | Peripheral | How To | False | system |  |  |  | 2746-03-18 00:00:00 | 2746-03-18 00:00:00 | Zebra | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | We do not support Hardware issues with SAP Zebra printers, EU must contact vendor they procurred the hardware from as per doc 3300 in sharepoint_x000D_ | [NAME]
2012-02-07 18:17:11 | 2012-02-08 17:15:52 | INC0015865 | 5 - Medium | Service Request | Closed |  | Unable to open a word document on the network. | [NAME] | Service Desk | Citrix | Network | Citrix | How To | False | system |  | [NAME] | 2012-02-08 10:57:12 | 2626-07-21 00:00:00 | 2626-07-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | There are no issues with exchange. or network. | [NAME]
2012-02-07 18:22:44 | 2012-02-10 12:11:08 | INC0015866 | 5 - Medium | Service Request | Closed |  | User checking up on IBM ticket # 2975892 (name change) | Chastity Angulo |  | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] |  | 2862-03-12 00:00:00 | 2862-03-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Form has been | [NAME]
2012-02-07 18:31:31 | 2012-02-09 13:44:08 | INC0015867 | 4 - High | Service Request | Closed |  | User requesting all drives be mapped has no drives mapped | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Access | False | system |  | Rankit Thakkar | 2012-02-07 19:02:29 | 2742-06-23 00:00:00 | 2742-06-23 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Confirmed with user that issue is resolved. | Rankit Thakkar
2012-02-07 18:32:59 | 2012-02-07 18:38:21 | INC0015869 | 5 - Medium | Incident | Closed |  | request to have distribution groups created | [NAME] | Exchange Server Support | Exchange 2010 | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-07 18:38:21 | 2505-09-05 00:00:00 | 2505-09-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | created 4 distribution for [NAME] as the manger | [NAME]
2012-02-07 18:37:26 | 2012-02-09 14:47:56 | INC0015870 | 5 - Medium | Service Request | Closed |  | PC REQUEST FORM | [NAME] | Deskside - California | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-07 19:14:21 | 2741-07-03 00:00:00 | 2741-07-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Set up system. Installed Software. Copied Data. Delivered system. | [NAME]
2012-02-07 18:39:26 | 2012-02-08 11:05:40 | INC0015871 | 5 - Medium | Incident | Closed |  | laptop is infected with virus | [NAME] | Deskside - California | Laptop | Other | Other | Other | False | system |  | [NAME] | 2012-02-07 18:40:50 | 2622-11-24 00:00:00 | 2622-11-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I had to reimage the laptop, then reinstall the applications he was using. This was a root kit virus that had made the HD unreadable. | [NAME]
2012-02-07 19:30:49 | 2012-02-07 19:43:50 | INC0015875 | 5 - Medium | Service Request | Closed |  | Cannot open documents in S: drive | [NAME] | Service Desk | CI Not Found | Account Admin | Modify | Access | False | system |  |  |  | 2496-03-05 00:00:00 | 2496-03-05 00:00:00 | S: drive | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | I remoted in via webex_x000D_ -When i was remopted and had user try to open doc I saw it is password protected_x000D_ _I asked EU if she has the password and EU stated she did_x000D_ -I had her enter the password open not read only edit and save succesfully (Caller was unaware she had to enter password and she would then have full right) | [NAME]
2012-02-07 21:09:48 |  | INC0015877 | 5 - Medium | Incident | Pending | Pending Customer | IE is prompting for a login when on Medizone | Ameila Amaya | Deskside - Field Sales | OnTheGo | Network/Connectivity | Wireless | Fault/Error | True | AkpanEm |  | [NAME] | 2012-02-07 21:41:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-07 21:42:24 | 2012-02-13 13:30:43 | INC0015881 | 5 - Medium | Service Request | Closed |  | request for name change in Outlook | Ameila Amaya | Accounts Administration | Outlook 2003 | Account Admin | Provisioning | Name Change | False | system |  | [NAME] | 2012-02-07 21:45:54 | 3201-01-17 00:00:00 | 3201-01-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Renamed user account to velardee. Kept the old email addresses as a secondary email. | [NAME]
2012-02-07 21:46:07 |  | INC0015882 | 5 - Medium | Service Request | Pending | Pending Customer | Computer performance is slower than usual | Ameila Amaya | Deskside - Field Sales | CI Not Found | Hardware | Computer | Request/Replace | True | AkpanEm |  | [NAME] | 2012-02-07 21:55:07 | 00:00:00 |  | Performance | 1-2 Users Affected | [NAME] | False | 0
2012-02-07 22:05:17 | 2012-02-08 11:34:07 | INC0015883 | 4 - High | Service Request | Closed |  | Need email terminated immediately. | Tazeen Asadullah | Accounts Administration | CI Not Found | Account Admin | Remove | Mailbox | False | system |  | [NAME] | 2012-02-07 22:11:15 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 | email access | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Request for immediate lockout has been processed and manager/HR notified. | [NAME]
2012-02-08 00:02:24 | 2012-02-09 00:47:24 | INC0015886 | 6 - Low | Incident | Closed |  | Monitoring Ticket For EO | [NAME] | CZ - Enterprise Application - Support | Aegis (Prod) | Applications | Business Applications | Fault/Error | False | system |  | Sridharan Balasubramanian | 2012-02-08 00:05:12 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | REsolved | [NAME]
2012-02-08 00:05:19 | 2012-02-09 00:52:22 | INC0015887 | 6 - Low | Incident | Closed |  | Monitoring Ticket For G & A | [NAME] | CZ - G&A - Support | Insight | Applications | Business Applications | Fault/Error | False | system |  | Amit Sahoo | 2012-02-08 00:08:08 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolved | [NAME]
2012-02-08 00:08:28 | 2012-02-09 00:50:20 | INC0015888 | 6 - Low | Incident | Closed |  | Monitoring Ticket For C & R | [NAME] | CZ - Clinical & Regulatory - Support | SmartSupplies Forecast (Prod) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-08 00:09:48 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | resolved | [NAME]
2012-02-08 00:09:52 | 2012-02-09 00:48:32 | INC0015889 | 6 - Low | Incident | Closed |  | Monitoring Ticket For EDM | [NAME] | CZ - Collaboration & BI - Support | Sharepoint (Prod) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-08 00:11:09 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | REsolved_x000D_ | [NAME]
2012-02-08 01:19:15 | 2012-02-08 03:58:38 | INC0015890 | 5 - Medium | Service Request | Closed | Assigned External | MD1AS134 needs to be rebooted. | Chelliah Pandia rajan | Service Desk | MD1AS134 | Server/Data Center | Hardware | Configuration | False | system | 2985476 |  | 2012-02-08 01:29:56 | 2846-03-20 00:00:00 | 2846-03-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Called IBM and the ticket has been resolve. Server has been rebooted. | [NAME]
2012-02-08 02:11:30 | 2012-02-13 12:09:02 | INC0015892 | 5 - Medium | Incident | Closed |  | [NAME] not playing from media player for company meeting | [NAME] | Deskside - Frederick | CI Not Found | Hardware | Computer | Fault/Error | False | system |  | [NAME] | 2012-02-08 02:22:38 | 3082-10-08 00:00:00 | 3082-10-08 00:00:00 | audio | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | deleted sound device from device manager. rescanned system and device was found and installed properly. tested and works. | [NAME]
2012-02-08 02:34:59 | 2012-02-09 02:35:10 | INC0015893 | 5 - Medium | Incident | Closed | Pending Customer | Create directory on medimmune13. | Saket Sinho | CZ - G&A - Support | SAP ECC (QAS) | Other | Other | Other | False | system |  | Amit Sahoo | 2012-02-08 02:43:49 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | Saket Sinho | False | 0 | Solved (Permanently) | Yesterday I have created the following directory structure on medimmune13. _x000D_ _x000D_ \\medimmune13\Databases\SAPInterfaces_HR\OrgPublisher_Test\SAP\Data_Out\_x000D_  _x000D_ \\medimmune13\Databases\SAPInterfaces_HR\PD_TEST_x000D_  _x000D_ \\medimmune13\Databases\SAPInterfaces_HR\openAir_test\_x000D_ _x000D_ | Amit Sahoo
2012-02-08 04:08:04 | 2012-02-10 12:52:17 | INC0015898 | 4 - High | Service Request | Closed | Assigned External | SAP Password Reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system | INC000002996511 | [NAME] | 2012-02-08 17:52:04 | 2846-03-20 00:00:00 | 2846-03-20 00:00:00 | AZ - ARP system. | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | resolved per AZ | [NAME]
2012-02-08 04:46:19 | 2012-02-08 05:59:49 | INC0015899 | 5 - Medium | Incident | Closed |  | MD1VM122 [NAME] | [NAME] | Intel Server Support | 2811-TermS-MD1 | Server/Data Center | Database/System | Fault/Error | False | system |  | [NAME] | 2012-02-08 04:59:47 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 0 |  |  | [NAME]
2012-02-08 04:56:18 | 2012-02-09 03:47:03 | INC0015900 | 6 - Low | Incident | Closed |  | Issue: Ticket for Monitoring all R&D applications | [NAME] | CZ - Research & Development - Support | Aperio US (Prod) | Applications | Business Applications | Performance | False | system |  | [NAME] | 2012-02-08 04:59:34 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Montioring completed | [NAME]
2012-02-08 05:05:42 | 2012-02-08 05:10:05 | INC0015901 | 5 - Medium | Service Request | Closed |  | Public folder Calendar Access | [NAME] | Exchange Server Support | Outlook 2003 | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-08 05:07:13 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Granted the user permissions as per the request. | [NAME]
2012-02-08 05:29:51 | 2012-02-08 06:22:47 | INC0015902 | 5 - Medium | Service Request | Closed |  | [NAME] from user account | LeeAndria Wills | Intel Server Support | Outlook 2003 | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-08 06:18:43 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | removed older certificates from users AD account only latest remans | [NAME]
2012-02-08 06:00:32 | 2012-02-15 00:10:05 | INC0015906 | 5 - Medium | Service Request | Closed | Assigned External | [NAME] for [NAME] and [NAME] | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | Access Request | False | system | AZ 2991561 | [NAME] | 2012-02-08 07:02:51 | 3319-04-29 00:00:00 | 3319-04-29 00:00:00 | ARP 010 | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Ticket has been resolved. The request for [NAME] and [NAME] has been complete. _x000D_ _x000D_ -Anthony_x000D_ _x000D_ (2991561)_x000D_ | [NAME]
2012-02-08 06:40:18 | 2012-02-09 10:00:33 | INC0015907 | 4 - High | Incident | Closed |  | Exchange alerts | [NAME] | Command Center | SQL Monitoring (Prod) | Server/Data Center | Database/System | Performance | False | system |  | [NAME] | 2012-02-08 14:32:24 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 2 | Solved (Work Around) | We have a workaround in place and will work toward a perminent solution. | [NAME]
2012-02-08 07:06:06 | 2012-02-08 11:06:03 | INC0015908 | 2 - Severe Outage | Incident | Closed |  | Orion Database server in critical state | [NAME] | Command Center | SQL Monitoring (Prod) | Server/Data Center | Database/System | Performance | False | system |  | [NAME] | 2012-02-08 07:25:50 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 21 to 100 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] was unnecessary and removed. | [NAME]
2012-02-08 07:26:31 | 2012-02-08 11:06:03 | INC0015909 | 5 - Medium | Incident | Closed |  | Orion Database server in critical state |  | Service Desk | SQL Monitoring (Prod) | Server/Data Center | Database/System | Performance | False | system |  |  |  | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] was unnecessary and removed. | [NAME]
2012-02-08 07:31:07 | 2012-02-09 10:40:54 | INC0015911 | 5 - Medium | Incident | Closed | Assigned External | Locked out of SAP. Need password reset | [NAME] | Service Desk | CI Not Found | Account Admin | General | Access | False | system | 2993258 | [NAME] | 2012-02-08 17:48:08 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 | SAP (ARP) | 1-2 Users Affected | Stephanie Hightower | False | 4 | Solved (Permanently) | Ticket went to  SAP sercurity. _x000D_ Account has been unlocked. | [NAME]
2012-02-08 07:38:52 | 2012-02-08 07:59:28 | INC0015913 | 5 - Medium | Incident | Resolved |  | outlook doesnt connect stays in offline mode. | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Access | True | HallW |  | [NAME] | 2012-02-08 07:59:28 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Changed an incorrect exchange server address in users outlook profile | [NAME]
2012-02-08 07:40:16 | 2012-02-08 08:11:15 | INC0015914 | 5 - Medium | Service Request | Closed |  | esignature needs to be reset | [NAME] | Service Desk | Elements | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-08 08:11:15 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Called [NAME] and informed him that the e-signature is now the windows password. I asked him to call the service desk back if he still has issues with this. | [NAME]
2012-02-08 07:45:47 | 2012-02-09 10:00:33 | INC0015915 | 5 - Medium | Incident | Closed |  | Exchange alerts |  | Service Desk | 3.5 VM Cluster (OMW) | Applications | Business Applications | Fault/Error | False | system |  |  |  | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | We have a workaround in place and will work toward a perminent solution. | [NAME]
2012-02-08 07:55:24 | 2012-02-08 08:03:54 | INC0015916 | 5 - Medium | Incident | Closed |  | dead port | [NAME] | Service Desk | [NAME] | Hardware | Peripheral | Performance | False | system |  | [NAME] | 2012-02-08 08:03:54 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | she has 3 usb ports on the docking station and we've discovered one of the ports is dead, she will use the other two for now and will call in when she needs the 3rd port | [NAME]
2012-02-08 08:02:59 | 2012-02-08 14:57:58 | INC0015917 | 5 - Medium | Incident | Closed | Pending Customer | Server is offline | [NAME] | Intel Server Support | MD1VM116 | Server/Data Center | Database/System | Outage | False | system |  |  | 2012-02-08 14:38:14 | 2609-03-04 00:00:00 | 2609-03-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 5 | Solved (Permanently) | Server is not down.  This is an IBM alert for a server they do not manage.  I can RDP into the server.  Resolving the ticket. | Thuan Tran
2012-02-08 08:06:42 | 2012-02-08 08:13:15 | INC0015918 | 5 - Medium | Incident | Closed |  | Virus  Definitions out of date | [NAME] | Service Desk | Symantec End Point Protection (SEP) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-08 08:13:15 | 2608-07-24 00:00:00 | 2608-07-24 00:00:00 | Virus Definitions | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Informed the user of Virus Definitions Auto-update | [NAME]
2012-02-08 08:13:56 | 2012-02-09 10:16:30 | INC0015920 | 5 - Medium | Incident | Closed |  | Check status of ticket # 2974594 | [NAME] | Deskside - Gaithersburg | CI Not Found | Other | Other | Other | False | system |  | Case Dykstra | 2012-02-08 08:16:35 | 2725-08-26 00:00:00 | 2725-08-26 00:00:00 | check status of IBM ticket | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | cd-called user, refeered him to itquality managers. Deskside cannot answer these questions | Case Dykstra
2012-02-08 08:15:26 | 2012-02-10 12:47:32 | INC0015921 | 5 - Medium | Incident | Closed | Pending Customer | can't open xlsx files | [NAME] | Deskside - Gaithersburg | Excel 2003 | Applications | COTS | Access | False | system |  | [NAME] | 2012-02-08 08:35:20 | 3316-10-15 00:00:00 | 3316-10-15 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Re-installed the compatibility tools and resolved the issue | [NAME]
2012-02-08 08:20:06 | 2012-02-08 08:31:33 | INC0015922 | 5 - Medium | Service Request | Closed |  | Installed MS Project 2003 | [NAME] | Service Desk | Project 2003 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-08 08:31:33 | 2606-05-12 00:00:00 | 2606-05-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Installed MS Project 2003 Standard | [NAME]
2012-02-08 08:28:46 | 2012-02-08 14:54:00 | INC0015924 | 5 - Medium | Service Request | Closed |  | Needs access to Service Now | [NAME] | ServiceNow [NAME] | ServiceNow (Dev) | ServiceNow | Roles | Create New Role | False | system |  | [NAME] | 2012-02-08 08:37:45 | 2604-12-08 00:00:00 | 2604-12-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] has been added to the Desk Side Engineers resolver group. | [NAME]
2012-02-08 08:34:43 | 2012-02-09 07:19:15 | INC0015925 | 5 - Medium | Service Request | Closed |  | Backup SQL DB's for Lync on GBCB1DBV006 | [NAME] | Intel Server Support | CI Not Found | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  | [NAME] | 2012-02-08 08:45:40 | 2722-03-28 00:00:00 | 2722-03-28 00:00:00 | GBCB1DBV006 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] created for Lync DB's, snapped in NFS | [NAME]
2012-02-08 08:35:04 | 2012-02-08 10:08:49 | INC0015927 | 5 - Medium | Incident | Closed | Pending Customer | Client would like to have [NAME] 2003 installed | [NAME] | Deskside - Gaithersburg | [NAME] 2003 | Applications | COTS | Access | False | system |  | [NAME] | 2012-02-08 08:48:01 | 2603-11-26 00:00:00 | 2603-11-26 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 1 | Solved (Permanently) | JS 02-08-12 Visio 2003 has been installed and tested. | [NAME]
2012-02-08 08:35:27 | 2012-02-08 10:46:42 | INC0015928 | 5 - Medium | Service Request | Closed |  | Account expire | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-08 10:36:48 | 2603-11-03 00:00:00 | 2603-11-03 00:00:00 | Account Expiration | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account has been extended until May 7, 2012 and manager notified | [NAME]
2012-02-08 08:38:04 | 2012-02-09 10:19:41 | INC0015932 | 5 - Medium | Service Request | Closed |  | Needs permissions changed in AD | [NAME] | Intel Server Support | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-08 12:05:45 | 2721-09-08 00:00:00 | 2721-09-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Updated permissions so that they included inhertible permissions for both users_x000D_ | [NAME]
2012-02-08 08:38:53 |  | [NAME] | 5 - Medium | Incident | Pending | Pending Customer | Outlook Calender - Location does not update on users Computer Outlook | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Fault/Error | True | ThomasAnt |  | [NAME] | 2012-02-08 16:56:35 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-08 08:41:15 | 2012-02-10 10:43:27 | INC0015934 | 4 - High | Service Request | Closed |  | renew a contractors password. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | Rankit Thakkar | 2012-02-08 08:45:51 | 2839-06-10 00:00:00 | 2839-06-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account Extended till May 7th 2012. | Rankit Thakkar
2012-02-08 08:44:38 | 2012-02-08 17:31:40 | INC0015935 | 5 - Medium | Service Request | Closed |  | Request to Install Filezilla / winSCP - FTPs | [NAME] | SDD - CS Support | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-08 09:03:37 | 2602-05-01 00:00:00 | 2602-05-01 00:00:00 | Software Install | 1-2 Users Affected | [NAME] | False | 1 | Solved (Work Around) | Resolved by installing WINSCP instead of seeking approval for FILEZILLA. | [NAME]
2012-02-08 08:45:34 | 2012-02-08 14:35:01 | INC0015936 | 5 - Medium | Incident | Closed |  | Needs programmed installed | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | OS | Access | False | system |  | [NAME] | 2012-02-08 08:48:37 | 2602-03-06 00:00:00 | 2602-03-06 00:00:00 | Windows 7 Pilot | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | installed Project and [NAME] 2003 standard | [NAME]
2012-02-08 08:48:44 | 2012-02-15 09:41:44 | INC0015937 | 5 - Medium | Service Request | Closed | Pending Customer | Needs account created for [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-08 08:53:19 | 3311-04-27 00:00:00 | 3311-04-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account created and email sent to Marcus. | [NAME]
2012-02-08 08:51:24 | 2012-02-08 09:54:58 | INC0015938 | 4 - High | Service Request | Closed |  | account expired | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-08 09:39:47 | 2601-03-21 00:00:00 | 2601-03-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Extended account to may 9, 2012.  Sent email to [NAME]. | [NAME]
2012-02-08 08:54:46 | 2012-02-08 09:08:31 | INC0015939 | 5 - Medium | Service Request | Closed |  | Needs | Sandra Black | Service Desk | Blackberry | Hardware | Mobile Device | New Request | False | system |  | [NAME] | 2012-02-08 09:08:31 | 2600-08-31 00:00:00 | 2600-08-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Transferred user to rivermine support and supplied rivermine with order numbers obtained from the user. | [NAME]
2012-02-08 09:02:34 | 2012-02-08 13:36:23 | INC0015940 | 4 - High | Service Request | Closed |  | install SAP | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-08 09:06:42 | 2599-05-20 00:00:00 | 2599-05-20 00:00:00 | SAP install | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | installed manually, tested ok | [NAME]
2012-02-08 09:03:41 | 2012-02-08 15:31:10 | INC0015941 | 5 - Medium | Service Request | Closed |  | Request for Login information | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-08 09:09:26 | 2599-03-14 00:00:00 | 2599-03-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reset user's password and provided credentials to the user's manager. | [NAME]
2012-02-08 09:05:00 |  | INC0015942 | 5 - Medium | Incident | Assigned |  | Investigate  Lost Network Redundancy in FRD | [NAME] | Intel Server Support | VHPRD0022 | Network/Connectivity | Network Device | Fault/Error | True | ConradB |  | [NAME] | 2012-02-08 10:27:45 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-08 09:08:15 | 2012-02-13 14:37:52 | INC0015944 | 5 - Medium | Incident | Closed |  | Google displays 404 Not Found | [NAME] | Deskside - Gaithersburg | Internet Explorer 7 | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-10 14:03:01 | 3071-07-23 00:00:00 | 3071-07-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | JS 02-13-12 There were an issue with the host files on this machine. Having cleared the host files IE was able to browse through to Google.com | [NAME]
2012-02-08 09:10:18 | 2012-02-08 09:35:06 | INC0015947 | 5 - Medium | Incident | Closed |  | [NAME] needs to have default voice mail pin | [NAME] | Voice | CI Not Found | Account Admin | General | Access | False | system |  |  | 2012-02-08 09:14:18 | 2598-02-10 00:00:00 | 2598-02-10 00:00:00 | [NAME] pin | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | User received an instructional email on how to setup and use her voicemail. | [NAME]
2012-02-08 09:10:28 | 2012-02-08 09:21:07 | INC0015948 | 5 - Medium | Incident | Closed |  | cannot get into outlook to open. | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Access | False | system |  | [NAME] | 2012-02-08 09:21:06 | 2598-01-31 00:00:00 | 2598-01-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Walked user through the new email account setup wizard. | [NAME]
2012-02-08 09:14:02 | 2012-02-08 09:32:21 | INC0015951 | 5 - Medium | Service Request | Closed |  | MS Outlook/Exchange Issue | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-02-08 09:16:03 | 2597-07-01 00:00:00 | 2597-07-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-08-12 The customers Outlook profile has now been mapped to the correct Exchange server. | [NAME]
2012-02-08 09:19:43 | 2012-02-08 16:32:29 | INC0015955 | 5 - Medium | Incident | Closed |  | Outlook Contact Disappeared Once added | [NAME] |  | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] |  | 2596-07-25 00:00:00 | 2596-07-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Manually added contact for user. Created rule. | [NAME]
2012-02-08 09:21:51 | 2012-02-08 10:52:34 | INC0015956 | 5 - Medium | Service Request | Closed |  | temp employee needs to extend user account. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | Rankit Thakkar | 2012-02-08 10:02:09 | 2596-03-19 00:00:00 | 2596-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Extended Account until May 14, 2012._x000D_ | Rankit Thakkar
2012-02-08 09:23:04 | 2012-02-08 09:38:46 | INC0015957 | 5 - Medium | Incident | Closed |  | Password reset request | [NAME] | Service Desk | CI Not Found | Account Admin | General | Access | False | system |  | Stephanie Hightower | 2012-02-08 09:24:39 | 2596-01-06 00:00:00 | 2596-01-06 00:00:00 | Password | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Reset the password in AD. Left a voice message on clients machine. _x000D_ I will follow up to ensure she was able to get logged in. | Stephanie Hightower
2012-02-08 09:25:33 | 2012-02-10 14:21:40 | INC0015958 | 5 - Medium | Service Request | Closed |  | Users name is incorrect in AD. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-08 09:31:14 | 2832-02-29 00:00:00 | 2832-02-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Need updated HR report with corrected name. | [NAME]
2012-02-08 09:26:18 | 2012-02-08 09:34:46 | INC0015959 | 5 - Medium | Incident | Closed |  | User reports Laptop will not boot up | Frances Palmer-Hill | Service Desk | Laptop | Hardware | Computer | Fault/Error | False | system |  | [NAME] | 2012-02-08 09:34:45 | 2595-06-26 00:00:00 | 2595-06-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reboot Laptop | [NAME]
2012-02-08 09:27:13 |  | INC0015961 | 4 - High | Incident | Pending | Pending Customer | Outlook - sent messages are stuck in the outbox | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Performance | True | LeachJ |  | [NAME] | 2012-02-08 09:30:48 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 0
2012-02-08 09:30:39 | 2012-02-13 15:03:56 | INC0015962 | 5 - Medium | Incident | Closed | Pending Customer | Not able to search using google | [NAME] | Deskside - Gaithersburg | Internet Explorer 7 | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-08 09:37:16 | 3067-11-17 00:00:00 | 3067-11-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User informed that Mosses working on it and closing the ticket by Mosses request | [NAME]
2012-02-08 09:31:41 | 2012-02-08 13:40:02 | INC0015964 | 5 - Medium | Incident | Closed |  | Monitor is not working | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Peripheral | Performance | False | system |  | Case Dykstra | 2012-02-08 09:35:45 | 2594-08-07 00:00:00 | 2594-08-07 00:00:00 | Monitor not working | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | cd-plugged back in monitor | Case Dykstra
2012-02-08 09:33:15 | 2012-02-08 09:42:21 | INC0015965 | 5 - Medium | Service Request | Closed |  | NT Password | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-08 09:42:21 | 2594-05-05 00:00:00 | 2594-05-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Password successfully reset. | [NAME]
2012-02-08 09:33:57 | 2012-02-08 15:18:40 | INC0015966 | 5 - Medium | Service Request | Closed |  | Needs 3 users added to LDAP Group "BPP Users" | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-08 09:41:20 | 2594-03-24 00:00:00 | 2594-03-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Access granted as requested and requestor notified | [NAME]
2012-02-08 09:35:44 | 2012-02-13 14:00:21 | INC0015967 | 5 - Medium | Incident | Closed |  | [NAME] to Print in Aegis | [NAME] | Deskside - Frederick | Aegis (QAS) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-09 20:59:55 | 3067-01-16 00:00:00 | 3067-01-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved First Call by Service Desk | stopped by users desk and was notified that the issue was already resolved. | [NAME]
2012-02-08 09:36:46 |  | INC0015968 | 5 - Medium | Incident | In Progress |  | Live Meeting Invites Not Sending | [NAME] | Exchange Server Support | Live Meeting | Applications | Business Applications | Fault/Error | True | ThomasAnt |  | [NAME] | 2012-02-08 10:00:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-08 09:39:27 |  | INC0015969 | 5 - Medium | Incident | Assigned |  | Scott's meetings being pushed one hour | [NAME] | Exchange Server Support | Outlook 2010 | Applications | Business Applications | Fault/Error | True | loebc |  | [NAME] | 2012-02-08 10:02:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-08 09:39:48 | 2012-02-22 13:59:39 | INC0015970 | 5 - Medium | Incident | Resolved | Pending Customer | Unable to connect to AZ network | Tyrell Rivers | Service Desk | CI Not Found | Network/Connectivity | Wired | Access | True | StallingsT |  | [NAME] | 2012-02-08 10:06:18 | 00:00:00 |  | AZ Network connection | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Advised that ticket has been resolved. | [NAME]
2012-02-08 09:41:56 | 2012-02-09 09:38:35 | INC0015971 | 5 - Medium | Incident | Closed |  | Microsoft Office configures everytime he opens an office program | [NAME] | Service Desk | CI Not Found | Applications | COTS | Fault/Error | False | system |  | Stephanie Hightower | 2012-02-09 09:30:38 | 2711-03-13 00:00:00 | 2711-03-13 00:00:00 | Microsoft Office | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Assisted client with opening applications in safe mode. He was able to open all applications with no issues. | Stephanie Hightower
2012-02-08 09:43:09 | 2012-02-08 12:53:10 | [NAME] | 5 - Medium | Service Request | Closed |  | Electronic Signature | [NAME] | Executive Gold - Gaithersburg | Word 2010 | Other | Other | Other | False | system |  | [NAME] | 2012-02-08 09:46:12 | 2592-09-18 00:00:00 | 2592-09-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] the files for the electronic signature for [NAME]. | [NAME]
2012-02-08 09:43:36 | 2012-02-08 10:32:34 | INC0015973 | 5 - Medium | Incident | Closed |  | Local printer - software needs to be loaded to his laptop | [NAME] | Service Desk | Printer | Printing | Hardware | Performance | False | system |  | Stephanie Hightower |  | 2592-08-22 00:00:00 | 2592-08-22 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | remoted into clients machine via webex and installed the software for his printer and camera._x000D_ Also updated his trusted sites and added OTG to his favorites._x000D_ assisted him with logging in to create his grid guard pin. | Stephanie Hightower
2012-02-08 09:46:24 | 2012-02-08 15:54:29 | INC0015975 | 5 - Medium | Incident | Closed |  | Extra long login time | [NAME] | Executive Gold - Gaithersburg | Laptop | Network/Connectivity | Wired | Performance | False | system |  | [NAME] | 2012-02-08 09:48:43 | 2592-03-07 00:00:00 | 2592-03-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Cathy will reboot. I tested a few machines and there doesn't seem to be a wide spread issue. We may swap [NAME] into an x220 in the near future. | [NAME]
2012-02-08 09:46:49 | 2012-02-08 16:35:21 | INC0015976 | 5 - Medium | Service Request | Closed |  | live meeting doesn't work | [NAME] | Service Desk | Live Meeting | Applications | Business Applications | s_Business Applications_New Functionalit | False | system |  | [NAME] |  | 2592-02-11 00:00:00 | 2592-02-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolving issue per customer. User updated Live Meeting. | [NAME]
2012-02-08 09:47:36 | 2012-02-16 14:12:01 | INC0015977 | 4 - High | Service Request | Resolved |  | Add AZ sharepoint sites to Scansafe proxy exclusion list + put in Intranet zone | [NAME] | Security Team | Desktop | Applications | Business Applications | Configuration | True | HartL |  | [NAME] | 2012-02-08 15:37:10 | 00:00:00 |  |  | 101 or more Users Affected | [NAME] | False | 1 | Solved (Permanently) | Added urls to scansafe | [NAME]
2012-02-08 09:49:07 | 2012-02-08 16:21:41 | INC0015978 | 5 - Medium | Service Request | Closed | Pending Customer | Login Account Extension - 90 days | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | Rankit Thakkar | 2012-02-08 09:52:01 | 2591-09-26 00:00:00 | 2591-09-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account Extended till May 10 2012 per the request. | Rankit Thakkar
2012-02-08 09:56:25 | 2012-02-08 10:10:51 | INC0015981 | 5 - Medium | Service Request | Closed |  | password reset | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-08 10:10:51 | 2590-07-15 00:00:00 | 2590-07-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I reset her password and made sure to select change password on next login, [NAME] will login, change her password and test outlook. She will call back if she can't access her new emails. | [NAME]
2012-02-08 10:00:11 | 2012-02-14 14:22:43 | INC0015983 | 5 - Medium | Service Request | Closed |  | Modify Server Switchport to 1Gb | [NAME] | Network Level 2 | [NAME] | Network | Wired | Access Request | False | system |  | [NAME] | 2012-02-08 10:04:27 | 3181-04-21 00:00:00 | 3181-04-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Set server switchport to auto negotiate instead of speed 100. Did not resolve issue and server did not renegotiate at 1G. Further troubleshooting was not approved by server/migration team. Migration will move forward with server operating at 100mb. | [NAME]
2012-02-08 10:03:13 | 2012-02-08 10:11:36 | INC0015984 | 5 - Medium | Service Request | Closed |  | wondering if internet explorer 8 installed. | [NAME] | Service Desk | Internet Explorer 7 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-08 10:11:36 | 2589-06-02 00:00:00 | 2589-06-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Informed user that IE8 is not an approved application to be installed. | [NAME]
2012-02-08 10:05:45 | 2012-02-08 10:15:28 | INC0015985 | 5 - Medium | Service Request | Closed |  | Request to Install WinZip | [NAME] | Service Desk | WinZip | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-08 10:15:28 | 2589-01-01 00:00:00 | 2589-01-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Installed WinZip 10 | [NAME]
2012-02-08 10:11:52 | 2012-02-15 19:02:43 | INC0015987 | 4 - High | Incident | Closed | Pending Customer | trying to get into elms | [NAME] | CZ - Enterprise Application - Support | eLMS Enterprise Elements (Dev) | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-08 10:30:26 | 3297-08-29 00:00:00 | 3297-08-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user able to login | [NAME]
2012-02-08 10:13:04 | 2012-02-08 18:42:52 | INC0015988 | 4 - High | Service Request | Closed |  | access to shares | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-08 10:23:11 | 2587-10-20 00:00:00 | 2587-10-20 00:00:00 | access to shared folders | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Assigned user to the appropriate group after getting  the approval from the manager. | [NAME]
2012-02-08 10:13:40 | 2012-02-15 13:10:22 | INC0015989 | 5 - Medium | Incident | Closed |  | User nees SAP Software installed on a new computer | [NAME] |  | SAP Enterprise Portal (Prod) | Applications | Business Applications | Access | False | system |  | [NAME] |  | 3297-05-13 00:00:00 | 3297-05-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User has yet to find out what Aplication he needs.   3rd attempt to help the user has already past.   Ticket will remain open for 7 days. | [NAME]
2012-02-08 10:14:34 | 2012-02-14 14:44:46 | [NAME] | 5 - Medium | Service Request | Closed |  | [NAME] to the security desk desktops | [NAME] | Deskside - Frederick | Desktop | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-08 10:18:19 | 3178-12-10 00:00:00 | 3178-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed extra memory in computer. removed items from startup and services to lessen load. user tested for few days without any compliants. | [NAME]
2012-02-08 10:18:32 | 2012-02-08 11:38:00 | INC0015991 | 4 - High | Service Request | Closed | Pending Customer | creation of folder on e drive | [NAME] | Accounts Administration | CI Not Found | Account Admin | New | Access | False | system | 2965163 | Rankit Thakkar | 2012-02-08 11:17:23 | 2586-11-26 00:00:00 | 2586-11-26 00:00:00 | Folder creation | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Folder has been created already by the IBM Team. | Rankit Thakkar
2012-02-08 10:19:00 | 2012-02-10 09:47:41 | INC0015992 | 4 - High | Service Request | Closed |  | Add and [NAME] users to the MI-Harmony-Reports DL | [NAME] | CZ - Commercial - Support | AD (Active Directory) Account | Account Admin | Modify | Distribution List | False | system |  | [NAME] | 2012-02-10 09:47:41 | 2823-05-20 00:00:00 | 2823-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] updated DL | [NAME]
2012-02-08 10:19:13 | 2012-02-08 10:26:19 | INC0015993 | 5 - Medium | Incident | Closed |  | completion ID for elms | [NAME] | Service Desk | eLMS Enterprise Elements (Dev) | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-08 10:25:30 | 2586-10-16 00:00:00 | 2586-10-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | informed EU of new login and verification process for ELMS. resolved. | [NAME]
2012-02-08 10:19:30 | 2012-02-08 10:31:25 | INC0015994 | 5 - Medium | Incident | Closed |  | Outlook won't open | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Access | False | system |  | [NAME] | 2012-02-08 10:31:25 | 2586-09-29 00:00:00 | 2586-09-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Had user type in new PW and outlook is working | [NAME]
2012-02-08 10:19:49 | 2012-02-09 16:46:30 | INC0015995 | 5 - Medium | Service Request | Closed |  | Add a CI for eTMF | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | CMDB | Add Item | False | system |  | [NAME] | 2012-02-08 10:21:34 | 2704-12-21 00:00:00 | 2704-12-21 00:00:00 | eTMF | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | [NAME] leiner has updated the CMDB with the eTMF information. | [NAME]
2012-02-08 10:31:58 | 2012-02-22 09:57:39 | INC0016001 | 5 - Medium | Service Request | Resolved |  | [NAME] - outlook slow, freezing | [NAME] | Deskside - Frederick | Outlook 2003 | Applications | Outlook | Configuration | True | BosherB |  | [NAME] | 2012-02-08 16:42:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Upgraded user to Office 2010 | [NAME]
2012-02-08 10:32:24 | 2012-02-09 08:45:15 | INC0016003 | 5 - Medium | Service Request | Closed | Pending Customer | Wrong name come up on phone when the user calls | [NAME] | Deskside - Gaithersburg | [NAME] | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-08 16:39:43 | 2702-11-27 00:00:00 | 2702-11-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | changed name as requested, left follow up voicemail | [NAME]
2012-02-08 10:32:27 | 2012-02-13 09:20:46 | INC0016004 | 5 - Medium | Service Request | Closed |  | nquery install | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | Case Dykstra | 2012-02-08 10:56:07 | 3057-09-22 00:00:00 | 3057-09-22 00:00:00 | Nquery | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | cd-nquery installed | Case Dykstra
2012-02-08 10:33:22 | 2012-02-14 14:45:52 | INC0016005 | 5 - Medium | Service Request | Closed |  | [NAME] | [NAME] | Deskside - Frederick | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-08 10:39:33 | 3175-11-08 00:00:00 | 3175-11-08 00:00:00 | snagit | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | installed software on remaining users systems (J. Leach & S. Boffemmyer). In total 6 users had this software installed on their systems. | [NAME]
2012-02-08 10:38:17 | 2012-02-08 10:44:36 | INC0016008 | 5 - Medium | Incident | Closed |  | MI-Mosaic: iPad Calendar Spanning Meeting Issue | [NAME] | CZ - Commercial - Support | iPad | Applications | Mobile Applications | Error/Bug | False | system |  | [NAME] | 2012-02-08 10:44:36 | 2701-12-09 00:00:00 | 2701-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved | This is an issue that can ONLY be corrected by Microsoft Patch with an ETA of April | [NAME]
2012-02-08 10:38:47 | 2012-02-08 16:28:13 | INC0016009 | 5 - Medium | Incident | Closed |  | User Can not access Her I: Drive | [NAME] | Service Desk | [NAME] | Applications | Business Applications | Performance | False | system |  |  | 2012-02-08 16:28:13 | 2583-07-30 00:00:00 | 2583-07-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Work Around) | Duplicate ticket | [NAME]
2012-02-08 10:39:04 | 2012-02-08 11:41:01 | INC0016010 | 4 - High | Incident | Closed |  | SAP Printers not responding - SBYMAS332 | [NAME] | CZ - SAP Administration | SAP ECC (Prod) | Printing | Application | Cannot Print | False | system |  | [NAME] | 2012-02-08 10:44:23 | 2583-07-13 00:00:00 | 2583-07-13 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 0 | Solved (Permanently) | _x000D_ _________________________________________x000D_ From: [NAME], Ariana _x000D_ Sent: Wednesday, February 08, 2012 11:23 AM_x000D_ To: Addagatlal, Tirupati; IS Service Desk_x000D_ Cc: SAP-BASIS-Support; AZ: Chavali, Prakashrao (Infosys); AZ: Birthare, Abhishek (Infosys)_x000D_ Subject: RE: 4 - High ticket [NAME] has been assigned to group CZ - SAP Administration_x000D_ _x000D_ We just tested a few of the printers and they are working fine now. _x000D_ _x000D_ Thanks!_x000D_ Ariana Banach_x000D_ MedImmune Project Manager_x000D_ [NAME], KY 40165_x000D_ Desk: 502-543-5129_x000D_ Cell: 502-773-3247_x000D_ _________________________________________x000D_ From: Addagatlal, Tirupati _x000D_ Sent: Wednesday, February 08, 2012 11:07 AM_x000D_ To: [NAME], Ariana; IS Service Desk_x000D_ Cc: SAP-BASIS-Support; AZ: Chavali, Prakashrao (Infosys); AZ: Birthare, Abhishek (Infosys)_x000D_ Subject: RE: 4 - High ticket [NAME] has been assigned to group CZ - SAP Administration_x000D_ _x000D_ Ariana,_x000D_ _x000D_ Now all the printers are back online on SBYMAS332 server and it seems fine. _x000D_ Can you please check and let me know if you still facing any issues. _x000D_ | [NAME]
2012-02-08 10:41:03 | 2012-02-13 14:13:00 | INC0016011 | 5 - Medium | Service Request | Closed |  | User cannot open the  I: Drive | [NAME] | Accounts Administration | [NAME] | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-08 16:16:15 | 3056-04-24 00:00:00 | 3056-04-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | [NAME] called in stating that she's now able to access the share. | [NAME]
2012-02-08 10:42:32 | 2012-02-08 11:19:21 | INC0016012 | 5 - Medium | Service Request | Closed |  | cannot access files on a flash drive. | [NAME] | Service Desk | CI Not Found | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-08 11:19:21 | 2582-12-17 00:00:00 | 2582-12-17 00:00:00 | flash drive install | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | successfully installed drivers for 2 flash drives. | [NAME]
2012-02-08 10:43:59 | 2012-02-08 11:00:49 | INC0016013 | 5 - Medium | Incident | Closed |  | Caller is not recieving email that he his CC on. | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-08 11:00:49 | 2582-09-21 00:00:00 | 2582-09-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | i had the user erase the rule and sent a test email with him CC'd and it work. | [NAME]
2012-02-08 10:44:45 | 2012-02-13 13:33:03 | INC0016014 | 5 - Medium | Service Request | Closed |  | H drive access | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Home Folder | False | system |  | Rankit Thakkar | 2012-02-08 11:02:35 | 3055-09-15 00:00:00 | 3055-09-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | She stated that she tried accessing her H drive today was able to access it with no problem. | [NAME]
2012-02-08 10:45:23 | 2012-02-15 20:23:41 | [NAME] | 5 - Medium | Incident | Closed | Pending Customer | Unable to login to eLMS | [NAME] | CZ - Enterprise Application - Support | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-08 10:51:11 | 3292-02-26 00:00:00 | 3292-02-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user able to login | [NAME]
2012-02-08 10:46:55 | 2012-02-15 13:20:59 | INC0016016 | 5 - Medium | Incident | Closed | Pending Customer | Command Center Tech | [NAME] | Service Desk | AD (Active Directory) Account | Other | Other | Other | False | system |  | [NAME] | 2012-02-08 11:10:31 | 3291-11-26 00:00:00 | 3291-11-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved (3 Strike) | No further action can be taken bu the service desk. | [NAME]
2012-02-08 10:47:19 | 2012-02-08 16:12:27 | INC0016017 | 5 - Medium | Service Request | Closed |  | User is getting acces denied on her h drive | [NAME] | Service Desk | CI Not Found | Account Admin | Modify | Home Folder | False | system |  | [NAME] | 2012-02-08 11:59:31 | 2582-03-05 00:00:00 | 2582-03-05 00:00:00 | Network share | 1-2 Users Affected | [NAME] | False | 1 | Solved First Call by Service Desk | Ran gpupdate on users computer and verified functionality and access to home folder. | [NAME]
2012-02-08 10:49:17 | 2012-02-18 22:16:20 | INC0016018 | 5 - Medium | Service Request | Resolved |  | Modify Server CI GUI | [NAME] | ServiceNow [NAME] | ServiceNow (Dev) | ServiceNow | CMDB | Change Process | True | LloydCo |  | [NAME] | 2012-02-08 10:52:39 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Applied update set to production. | [NAME]
2012-02-08 10:49:21 | 2012-02-14 11:11:06 | INC0016019 | 5 - Medium | Incident | Closed |  | Needs 2 drives mapped (E: and I:) | [NAME] | Accounts Administration | CI Not Found | Server/Data Center | Database/System | Access | False | system |  | [NAME] | 2012-02-08 14:56:00 | 3173-03-24 00:00:00 | 3173-03-24 00:00:00 | Drives mapped | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Called [NAME]. [NAME] explained that she has got access to the folders, but her computer is crashing. Closing this ticket._x000D_ _x000D_ User explained that she was out and was not able to respond to my email. | [NAME]
2012-02-08 10:52:34 | 2012-02-10 14:20:36 | INC0016023 | 5 - Medium | Service Request | Closed | Pending Customer | User would like access to the [EMAIL] mail box | [NAME] | Accounts Administration | Outlook 2003 | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-08 11:04:10 | 2817-11-13 00:00:00 | 2817-11-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Has access to the mailbox. | [NAME]
2012-02-08 10:57:23 | 2012-02-13 09:11:38 | INC0016024 | 5 - Medium | Incident | Closed |  | Excel Issues - Currency changes | [NAME] | Deskside - Gaithersburg | Excel 2007 | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-08 11:10:17 | 3053-08-18 00:00:00 | 3053-08-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | JK- user found actual work around.  closing ticket. | [NAME]
2012-02-08 10:58:59 | 2012-02-08 11:35:43 | INC0016025 | 5 - Medium | Service Request | Closed |  | needs Write - N - Cite approved/installed | Rafaela-Socorro Roncal | Service Desk | CI Not Found | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-02-08 11:32:17 | 2580-04-04 00:00:00 | 2580-04-04 00:00:00 | write n cite | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | awaiting approval. | [NAME]
2012-02-08 11:06:08 | 2012-02-08 13:45:48 | INC0016027 | 5 - Medium | Service Request | Closed |  | [NAME] software on the following Computers | [NAME] | Deskside - Frederick | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-08 11:10:02 | 2579-01-31 00:00:00 | 2579-01-31 00:00:00 | [NAME] not found | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This is one of three tickets opened for this issue. Closing this ticket and will work on request using ticket # 16005. | [NAME]
2012-02-08 11:09:47 | 2012-02-08 11:16:53 | INC0016028 | 5 - Medium | Service Request | Closed |  | Laptop Issue | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-08 11:13:56 | 2578-06-26 00:00:00 | 2578-06-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-08-12 Battery pull has been performed. The [NAME] client has also been created. | [NAME]
2012-02-08 11:10:07 | 2012-02-08 13:45:05 | INC0016029 | 5 - Medium | Service Request | Closed |  | User needs Snagit installed on the following computers | [NAME] | Deskside - Frederick | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-08 11:13:10 | 2578-06-06 00:00:00 | 2578-06-06 00:00:00 | Snagit | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This is one of three tickets opened for this issue. Closing this ticket and will work on request using ticket # 16005. | [NAME]
2012-02-08 11:17:14 | 2012-02-08 13:58:25 | INC0016032 | 5 - Medium | Service Request | Closed |  | Remove the user from the following AD groups | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-08 11:21:51 | 2577-04-05 00:00:00 | 2577-04-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Both groups are managed and owned by [NAME], but the user [NAME] is no longer an active user. Account is disabled in AD. No actions has been taken by Global Account Administration. Requestor notified | [NAME]
2012-02-08 11:17:19 | 2012-02-08 11:26:34 | INC0016033 | 5 - Medium | Service Request | Closed |  | EMERGENCY LOCKOUT - 08/02/2012- Please disable Unity account | Tazeen Asadullah | Voice | AD (Active Directory) Account | Account Admin | Remove | Access | False | system |  | [NAME] | 2012-02-08 11:21:21 | 2577-03-31 00:00:00 | 2577-03-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Request for immediate lockout has been processed and manager/HR notified. | [NAME]
2012-02-08 11:21:39 | 2012-02-08 12:39:17 | INC0016036 | 5 - Medium | Service Request | Closed |  | Unable to run any commands from command prompt on server MD1VM024 | [NAME] | Intel Server Support | 3.5 VM Cluster (OMW) | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-02-08 11:28:19 | 2576-07-14 00:00:00 | 2576-07-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | wintel will do the work on server | [NAME]
2012-02-08 11:24:11 | 2012-02-08 16:13:33 | INC0016037 | 5 - Medium | Service Request | Closed |  | needs account re enabled for contractor [NAME] has been disabled | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-08 11:49:35 | 2576-02-13 00:00:00 | 2576-02-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Re-enabled account and assigned a new password for the user. Left VM to [NAME]'s credentials. | [NAME]
2012-02-08 11:25:16 | 2012-02-15 12:44:10 | INC0016038 | 5 - Medium | Service Request | Closed |  | [NAME] From | [NAME] | Deskside - Frederick | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-08 11:27:21 | 3285-08-08 00:00:00 | 3285-08-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | new system reimaged and configured for user. installed requested software. user will move data to system himself. _x000D_ _x000D_ OLD PC_x000D_ t61_x000D_ 0002795723_x000D_ L3LM121_x000D_ _x000D_ NEW PC_x000D_ t420_x000D_ 0004890584_x000D_ R8WN3AV_x000D_ _x000D_ _x000D_ _x000D_ | [NAME]
2012-02-08 11:28:04 | 2012-02-08 11:41:55 | INC0016039 | 5 - Medium | Service Request | Closed |  | user wants a different version of adobe acrobat | [NAME] | Service Desk | [NAME] | Applications | Business Applications | Software Install | False | system |  | [NAME] | 2012-02-08 11:41:55 | 2575-06-25 00:00:00 | 2575-06-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | informed user that she would have to purchase the license herself then contact the service desk to perform the installation. | [NAME]
2012-02-08 11:29:07 | 2012-02-08 12:06:31 | INC0016041 | 4 - High | Incident | Closed |  | unable to RDP to md1as017 | [NAME] | Intel Server Support | MD1AS017 | Server/Data Center | Database/System | Access | False | system |  | [NAME] | 2012-02-08 11:40:56 | 2575-04-23 00:00:00 | 2575-04-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | restarted server | [NAME]
2012-02-08 11:30:03 | 2012-02-22 12:39:14 | INC0016042 | 5 - Medium | Service Request | Resolved |  | Onboarding From [NAME] | [NAME] | Accounts Administration | CI Not Found | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-08 11:33:57 | 00:00:00 |  | Onboarding form | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account was created by IBM from HR Weekly Rpt Feb, 2nd, 2012. Created ticket for voice team to setup voicemail to number they assigned -INC0020351 | [NAME]
2012-02-08 11:34:29 | 2012-02-08 12:58:15 | INC0016043 | 5 - Medium | Service Request | Closed |  | distribution list needs a new owner | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Distribution List | False | system |  | Rankit Thakkar | 2012-02-08 11:43:57 | 2574-06-05 00:00:00 | 2574-06-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolved. | Rankit Thakkar
2012-02-08 11:36:05 | 2012-02-08 15:32:29 | INC0016045 | 5 - Medium | Incident | Closed |  | User unable to login (Connect to Domain) | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Fault/Error | False | system |  | [NAME] | 2012-02-08 11:45:57 | 2574-03-01 00:00:00 | 2574-03-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | re-added unit to the domain. and tested everything works now. | [NAME]
2012-02-08 11:36:49 |  | INC0016046 | 5 - Medium | Service Request | Assigned |  | Unable to run any commands from command prompt on server MD1VM024 | [NAME] | Enterprise System Engineering | 3.5 VM Cluster (OMW) | Server/Data Center | Database/System | Access Request | True | sj1113 |  | [NAME] | 2012-02-08 15:57:00 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-08 11:37:49 | 2012-02-09 11:37:43 | INC0016047 | 5 - Medium | Service Request | Closed |  | Poxybox keep opening with IE7 | [NAME] | Service Desk | Internet Explorer 7 | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-08 13:15:38 | 2692-02-27 00:00:00 | 2692-02-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | placed a call to the user.   went to the security tab and added home.medimmune.com to the trusted sites._x000D_ _x000D_ took check out of requires Auth._x000D_ _x000D_ had the user close and reopen browwer._x000D_ _x000D_ it worked | [NAME]
2012-02-08 11:40:08 | 2012-02-08 12:02:45 | INC0016048 | 5 - Medium | Incident | Closed |  | eCTMS [NAME] issue correction | [NAME] | CZ - Clinical & Regulatory - Support | SBYMAS103 | Applications | COTS | Fault/Error | False | system |  | [NAME] | 2012-02-08 11:46:13 | 2573-07-01 00:00:00 | 2573-07-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Executed the WI IT-WI-30358-01.doc. _x000D_ Mysite issue in eCTMS has been corrected. | [NAME]
2012-02-08 11:44:34 | 2012-02-08 12:05:28 | INC0016050 | 5 - Medium | Service Request | Closed |  | Printer replacement request | Christina Payne | Service Desk | Printer | Printing | Hardware | Request/Replace | False | system |  | [NAME] | 2012-02-08 12:02:35 | 2572-10-08 00:00:00 | 2572-10-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] will order through given form | [NAME]
2012-02-08 11:44:45 |  | INC0016051 | 5 - Medium | Service Request | New |  | Changes to UK National Holidays | [NAME] | Deskside - Engineers | Exchange 2010 | Account Admin | Modify | Mailbox | True | roosd |  |  | 2012-02-10 07:05:52 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-08 12:00:20 | 2012-02-09 10:00:33 | INC0016052 | 5 - Medium | Incident | Closed | Pending Customer | Fredrick Exchange Servers | [NAME] | Deskside - Frederick | Exchange 2010 | Network/Connectivity | Network Device | Outage | False | system |  | [NAME] | 2012-02-08 19:01:56 | 2688-06-16 00:00:00 | 2688-06-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Work Around) | We have a workaround in place and will work toward a perminent solution. | [NAME]
2012-02-08 12:04:29 | 2012-02-09 15:42:37 | INC0016053 | 5 - Medium | Service Request | Closed | Pending Customer | Email distribution list | [NAME] | Accounts Administration | Outlook 2003 | Account Admin | Modify | Distribution List | False | system |  | [NAME] | 2012-02-09 12:43:41 | 2687-10-11 00:00:00 | 2687-10-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] has been added to the MedImmune IS/IT + DL, see attachment. | [NAME]
2012-02-08 12:07:50 | 2012-02-08 12:20:50 | INC0016054 | 5 - Medium | Incident | Closed |  | ELMS login | [NAME] | Service Desk | eLMS Enterprise Elements (Dev) | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-08 12:20:01 | 2568-12-12 00:00:00 | 2568-12-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | EU able to login. resolved. | [NAME]
2012-02-08 12:11:45 | 2012-02-08 13:24:17 | INC0016055 | 5 - Medium | Service Request | Closed |  | Reactivate Accounts | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-08 12:14:19 | 2568-04-21 00:00:00 | 2568-04-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Activated both accounts for ninety day until May 9, 2012. | [NAME]
2012-02-08 12:23:18 | 2012-02-09 11:16:13 | INC0016057 | 5 - Medium | Service Request | Closed | Pending Customer | [NAME] distribution | [NAME] | Accounts Administration | Outlook 2003 | Account Admin | Modify | Distribution List | False | system |  | [NAME] | 2012-02-08 12:28:03 | 2684-09-07 00:00:00 | 2684-09-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added [NAME] to the manager role. | [NAME]
2012-02-08 12:25:49 | 2012-02-10 14:57:21 | INC0016058 | 5 - Medium | Service Request | Closed |  | Firewall configuration preventing app install | [NAME] | Deskside - Gaithersburg | Windows XP | Applications | OS | Install/Remove | False | system |  | [NAME] | 2012-02-08 12:31:10 | 2802-07-20 00:00:00 | 2802-07-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | issue does not appear to be realted to windows firewall, provided freshly imaged pcs for further testing | [NAME]
2012-02-08 12:28:41 | 2012-02-08 12:46:27 | INC0016060 | 5 - Medium | Incident | Closed |  | not able to login to medi stars | [NAME] | Service Desk | CI Not Found | Network/Connectivity | Remote | Access | False | system |  | [NAME] | 2012-02-08 12:42:12 | 2565-07-10 00:00:00 | 2565-07-10 00:00:00 | medi-stars | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | have to email [EMAIL] | [NAME]
2012-02-08 12:28:59 |  | INC0016061 | 5 - Medium | Incident | Closed |  | Final Test | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Incident | Performance | False | LloydCo |  | [NAME] | 2012-02-08 12:30:32 | 1900-04-02 00:00:00 | 1900-04-02 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | By george, think I've got it
2012-02-08 12:29:24 | 2012-02-08 14:59:52 | INC0016063 | 5 - Medium | Service Request | Closed |  | Needs a docking station | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-08 12:36:56 | 2565-05-28 00:00:00 | 2565-05-28 00:00:00 | Hardware Request | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Dropped off the  T420 dockstation at (OMW 25A77) | [NAME]
2012-02-08 12:29:34 | 2012-02-09 09:41:02 | INC0016064 | 5 - Medium | Incident | Closed |  | printing blank sheets | [NAME] | Deskside - Gaithersburg | Printer | Hardware | Peripheral | Performance | False | system |  | Case Dykstra | 2012-02-08 12:43:19 | 2683-08-28 00:00:00 | 2683-08-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User rebooted and that fixed the problem | [NAME]
2012-02-08 12:33:49 | 2012-02-10 13:54:00 | INC0016066 | 5 - Medium | Service Request | Closed |  | Request for Visio Installation | [NAME] | Service Desk | [NAME] 2003 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-08 12:36:53 | 2801-03-27 00:00:00 | 2801-03-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | installed by deskside | [NAME]
2012-02-08 12:38:34 | 2012-02-08 13:58:34 | INC0016067 | 5 - Medium | Service Request | Closed |  | AD Account Expired | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-08 13:17:31 | 2563-11-25 00:00:00 | 2563-11-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Account Extended._x000D_ _x000D_ Extended by: Leo Pacuan_x000D_ Approved by: Brandon Lam_x000D_ Ticket #: INC0016067_x000D_ Extension Dates: August 7, 2012 | [NAME]
2012-02-08 12:39:20 | 2012-02-08 12:59:24 | INC0016068 | 5 - Medium | Service Request | Closed |  | TEST System Oracle scripts needed to be run - (please) | [NAME] | CZ - Database - Support | CI Not Found | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  | Neeraj Masson | 2012-02-08 12:41:36 | 2563-10-10 00:00:00 | 2563-10-10 00:00:00 | [NAME] database | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Tom,_x000D_ _x000D_  I ran below three scripts. For running 2nd script I created user BPM. I got below error while running this script as one of the table was not present_x000D_ _x000D_ INSERT INTO DATABASEIQ (PRODUCT_VERSION, RELEASE_VERSION, MODULE_DESCRIPTION)_x000D_ _x000D_             *_x000D_ _x000D_ ERROR at line 1:_x000D_ _x000D_ ORA-00942: table or view does not exist_x000D_ _x000D_  _x000D_ _x000D_ I manually created this table_x000D_ _x000D_  _x000D_ _x000D_ All other scripts ran fine. Please verify and let me know_x000D_ | Neeraj Masson
2012-02-08 12:42:54 | 2012-02-09 10:26:04 | INC0016070 | 5 - Medium | Service Request | Closed |  | Please add [NAME] to: MedImmune IS/IT+ distribution list | [NAME] | Accounts Administration | Outlook 2003 | Account Admin | Modify | Distribution List | False | system |  | [NAME] | 2012-02-08 12:46:32 | 2681-06-19 00:00:00 | 2681-06-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added to group. | [NAME]
2012-02-08 12:45:22 | 2012-02-08 12:50:27 | INC0016072 | 5 - Medium | Service Request | Closed |  | Group management (group upgrades) | [NAME] | Exchange Server Support | Outlook 2003 | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-08 12:46:28 | 2562-10-13 00:00:00 | 2562-10-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | upgraded the one group and confirmed that the other two groups were upgraded already. | [NAME]
2012-02-08 12:47:04 | 2012-02-08 13:38:11 | [NAME] | 5 - Medium | Service Request | Closed |  | Needs new printer installed | [NAME] | Service Desk | Printer | Hardware | Peripheral | Configuration | False | system |  | [NAME] | 2012-02-08 13:38:11 | 2562-07-03 00:00:00 | 2562-07-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I remoted into Richards computer and installed printer._x000D_ - I verified with [NAME] that he is able to print from computer. | [NAME]
2012-02-08 12:48:29 | 2012-02-09 13:45:13 | INC0016074 | 5 - Medium | Incident | Closed | Pending Customer | printer won't print | [NAME] | Deskside - Field Sales | Printer | Hardware | Peripheral | Performance | False | system |  | [NAME] | 2012-02-08 13:05:56 | 2680-07-19 00:00:00 | 2680-07-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reinstalled the users printer user is now able to print documents closing ticket | [NAME]
2012-02-08 12:51:22 | 2012-02-08 15:06:44 | INC0016076 | 5 - Medium | Incident | Closed | Pending Customer | Unable to go to the Desktop when my mouse/Ethernet Cable is plugged in | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Fault/Error | False | system |  | [NAME] | 2012-02-08 13:15:36 | 2561-10-18 00:00:00 | 2561-10-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Work Around) | seemed like mouse driver was not installing under her profile. user will try again tonight and let me know if issue is resolved | [NAME]
2012-02-08 12:52:13 | 2012-02-08 13:18:59 | INC0016077 | 5 - Medium | Service Request | Closed |  | Needs account extended | Skylar Covington | [NAME] | CI Not Found | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-08 13:18:59 | 2561-08-28 00:00:00 | 2561-08-28 00:00:00 | Account | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Supervisor provided us with an email to extend his account and now the user is all set and the email is attached to this ticket | [NAME]
2012-02-08 12:53:08 | 2012-02-10 16:30:16 | INC0016078 | 5 - Medium | Incident | Closed |  | Cannot save to external hard drive | [NAME] | Accounts Administration | CI Not Found | Hardware | Peripheral | Fault/Error | False | system |  | Rankit Thakkar | 2012-02-08 15:48:00 | 2798-01-23 00:00:00 | 2798-01-23 00:00:00 | external hard drive | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Issue Resolved. | Rankit Thakkar
2012-02-08 12:54:03 | 2012-02-22 16:49:05 | INC0016079 | 5 - Medium | Service Request | Resolved | Pending Customer | onboarding and setting up a new profile in outlook | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | New | Access | True | MainJ |  | [NAME] | 2012-02-08 13:20:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved (3 Strike) | resolving due to 3 strike _x000D_ attempted to contact 3 times and no response | [NAME]
2012-02-08 12:55:38 | 2012-02-09 15:16:15 | INC0016080 | 5 - Medium | Service Request | Closed |  | ELMS team needs users AD accounts updated with their employee numbers | SreeLakshmi Tallam | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | Rankit Thakkar | 2012-02-08 13:02:38 | 2679-05-17 00:00:00 | 2679-05-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Re Entered the Employee Numbers for the user's listed above. | Rankit Thakkar
2012-02-08 13:00:34 | 2012-02-08 13:23:14 | INC0016082 | 5 - Medium | Incident | Closed |  | HPC Cluster - Patch problem | Daniel Ingber | Unix Server Support | CI Not Found | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-08 13:05:07 | 2560-04-14 00:00:00 | 2560-04-14 00:00:00 | Infrastructure | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | During patching on Jan29th the perl package was updated. Once the update was completed the perl modules were no longer functioning right. We relinked the modules by performing the following command. _x000D_ _x000D_ _x000D_ perl -MCPAN -e "CPAN::Shell->force(qw(install Scalar::Util));" | [NAME]
2012-02-08 13:01:35 | 2012-02-14 13:08:00 | INC0016083 | 5 - Medium | Incident | Closed |  | Not able to get connected using the Medizone password | [NAME] | Deskside - California | CI Not Found | Network/Connectivity | Wireless | Access | False | system |  | [NAME] | 2012-02-08 13:10:36 | 3151-07-04 00:00:00 | 3151-07-04 00:00:00 | Wireless connection | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | User was able to start using the wireless on his own mac | [NAME]
2012-02-08 13:01:37 |  | INC0016084 | 5 - Medium | Service Request | Pending | Pending Customer | I need to request two IP addresses and two fqdn. | [NAME] | Intel Server Support | DNS | Other | Other | Other | True | TchaboJ |  | [NAME] | 2012-02-09 10:22:57 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-08 13:04:43 | 2012-02-08 13:22:05 | INC0016086 | 5 - Medium | Service Request | Closed |  | User is requesting help installing Microsoft Lync | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-08 13:22:05 | 2559-08-09 00:00:00 | 2559-08-09 00:00:00 | Microsoft Lync | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Directed the user to the control panel. In the Control Panel, I had the user click on Run Advertised Programs. Form there I had him select MEDI - Microsoft Lync. This installed the program. I then assited the user in reconfiguring his [NAME] for lync | [NAME]
2012-02-08 13:05:13 | 2012-02-08 16:16:59 | INC0016087 | 5 - Medium | Service Request | Closed |  | Laptop Issue | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-08 13:12:49 | 2559-07-10 00:00:00 | 2559-07-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-08-12 The fake anti-malware has been removed from the machine. Symantec full-scan has also been run and it has come back clean. There have been no further messaes popping up so I have returned the machine to the customer. | [NAME]
2012-02-08 13:11:08 | 2012-02-08 13:31:35 | INC0016094 | 5 - Medium | Service Request | Closed |  | H: drive files not found | [NAME] | Service Desk | Windows XP | Network | Network Device | How To | False | system |  | [NAME] | 2012-02-08 13:31:35 | 2558-07-20 00:00:00 | 2558-07-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Remapped the H: drive for the user | [NAME]
2012-02-08 13:11:55 | 2012-02-09 17:27:03 | INC0016095 | 5 - Medium | Incident | Closed | Pending Customer | Needs access to a drive that is only accessible in the UK | [NAME] | Accounts Administration | CI Not Found | Server/Data Center | Database/System | Access | False | system |  | [NAME] | 2012-02-09 09:17:25 | 2676-09-12 00:00:00 | 2676-09-12 00:00:00 | Needs access to drive in UK | 2 to 20 Users Affected | Stephanie Hightower | False | 1 | Solved (Permanently) | Gave right only to [NAME] per the manager's and associate's request. See email below:_x000D_ _x000D_ _x000D_ _x000D_ _x000D_ _________________________________________x000D_ From: [NAME], [NAME] _x000D_ Sent: Thursday, February 09, 2012 5:23 PM_x000D_ To: Pacuan, Leonard; [NAME], [NAME]; [NAME], Sathish_x000D_ Cc: [NAME], Cristina_x000D_ Subject: RE: Approval required for accessing R drive in Cambridge_x000D_ _x000D_ No – I do not need access to this folder.  I am coordinating for the group._x000D_ _x000D_ Thanks,_x000D_ --Ram_x000D_ _x000D_ _________________________________________x000D_ From: [NAME], Leonard _x000D_ Sent: Thursday, February 09, 2012 5:19 PM_x000D_ To: [NAME], [NAME]; [NAME], [NAME]; [NAME], Sathish_x000D_ Cc: [NAME], Cristina_x000D_ Subject: RE: Approval required for accessing R drive in Cambridge_x000D_ _x000D_ Open Windows Explorer._x000D_ _x000D_ On  the address bar, type in_x000D_ _x000D_ \\wol\departments\Regulatory_Affairs\CAT-354_x000D_ _x000D_ And press the ENTER key._x000D_ _x000D_ Am I leaving you on the list of people who has access to this folder, Ram?_x000D_ _x000D_ -LEO_x000D_ _x000D_ _________________________________________x000D_ From: [NAME], [NAME] _x000D_ Sent: Thursday, February 09, 2012 5:11 PM_x000D_ To: Pacuan, Leonard; [NAME], [NAME]; [NAME], Sathish_x000D_ Cc: [NAME], Cristina_x000D_ Subject: RE: Approval required for accessing R drive in Cambridge_x000D_ _x000D_ Hi Leo,_x000D_ _x000D_ Could you give Cristina instructions on how to access this drive/server so that we can verify?_x000D_ _x000D_ Thanks,_x000D_ --Ram_x000D_ _x000D_ _________________________________________x000D_ From: [NAME], Leonard _x000D_ Sent: Thursday, February 09, 2012 5:08 PM_x000D_ To: [NAME], [NAME]; [NAME], [NAME]; [NAME], Sathish_x000D_ Cc: [NAME], Cristina_x000D_ Subject: RE: Approval required for accessing R drive in Cambridge_x000D_ _x000D_ Hi,_x000D_ _x000D_ [NAME] already has access to the folder CAT-354 files._x000D_ _x000D_ Should I still give Read/Write access to these users:_x000D_ _x000D_ [NAME], Kristy Remphry,  [NAME], [NAME],[NAME], [NAME]; Clarke, Paras;_x000D_ _x000D_ _x000D_ Please let me know._x000D_ _x000D_ -LEO_x000D_ _x000D_ _________________________________________x000D_ From: [NAME], [NAME] _x000D_ Sent: Thursday, February 09, 2012 5:04 PM_x000D_ To: [NAME], [NAME]; [NAME], Sathish_x000D_ Cc: Pacuan, [NAME]; Makela, Cristina_x000D_ Subject: RE: Approval required for accessing R drive in Cambridge_x000D_ Importance: High_x000D_ _x000D_ Hi all:_x000D_ _x000D_ I reviewed this with [NAME], and we would like to modify the requested access.  Please provide access to all CAT-354 files; the path should be:_x000D_ _x000D_ R:\CAT-354 (and its subdirectories)_x000D_ _x000D_ This access should only be given to [NAME] (cc'ed on this email) to review to determine the presence of blinded data.  After her review, we will be able to determine who else should be provided access and to which folders._x000D_ _x000D_ Thank you,_x000D_ --Ram_x000D_ _x000D_ _________________________________________x000D_ From: [NAME], [NAME] _x000D_ Sent: Thursday, February 09, 2012 4:47 PM_x000D_ To: [NAME], Sathish_x000D_ Cc: Pacuan, Leonard; [NAME], Ram_x000D_ Subject: RE: Approval required for accessing R drive in Cambridge_x000D_ _x000D_ [NAME], I approve read/write access to the R drive in Cambridge, for the individuals listed, as does [NAME] from the Regulatory Affairs Department._x000D_ _x000D_ Correct Ram?_x000D_ _x000D_ _________________________________________x000D_ From: [NAME], Sathish _x000D_ Sent: Thursday, February 09, 2012 4:41 PM_x000D_ To: [NAME], John_x000D_ Cc: Pacuan, Leonard_x000D_ Subject: Approval required for accessing R drive in Cambridge_x000D_ _x000D_ Hi [NAME] ,_x000D_ _x000D_ [NAME] from accounts administration team wants the mangers approval for providing access to users [NAME], [NAME], Kristy Remphry,  [NAME], [NAME],[NAME], [NAME]; Clarke, Paras;_x000D_ for the R dive in cambridge . Can you please provide me the approval for the same? _x000D_ _x000D_ The path of R drive is_x000D_ _x000D_ R:\CAT-354\APPLICATION NUMBER TBA CP1054\EU\2012-Jan CTA\03 published_x000D_ _x000D_ _x000D_ Thanks,_x000D_ Sathish_x000D_ | [NAME]
2012-02-08 13:18:14 | 2012-02-08 15:22:56 | INC0016097 | 5 - Medium | Incident | Closed |  | control key locked down | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Fault/Error | False | system |  | [NAME] | 2012-02-08 15:16:14 | 2557-05-20 00:00:00 | 2557-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | JS 02-08-12  A battery pull on the machine has resolved the initial error message at boot. As this is the second time the customer has had this issue now with a different key I have replaced the keyboard in the T410. The customer has tested this and is able to work without the error message appearing. | [NAME]
2012-02-08 13:21:01 |  | INC0016100 | 5 - Medium | Incident | Assigned |  | New Phone number Assigned to User x81232 | Shipra Dash | Voice | [NAME] | Telephony | [NAME] | Fault/Error | True | rheringhaus |  | [NAME] | 2012-02-21 13:40:28 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4
2012-02-08 13:22:13 | 2012-02-10 16:45:58 | INC0016101 | 5 - Medium | Service Request | Closed | Pending Part | User requests SDN Reports Generation | [NAME] | CZ - G&A - Support | SDN (N/A) | Other | Other | Other | False | system |  | [NAME] | 2012-02-08 13:27:10 | 2793-04-14 00:00:00 | 2793-04-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reports have been generated successfully | [NAME]
2012-02-08 13:22:22 | 2012-02-13 14:38:13 | INC0016102 | 5 - Medium | Incident | Closed | Pending Customer | forwards email and receives FW: Failure Notice | [NAME] | Accounts Administration | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-10 11:44:32 | 3029-10-24 00:00:00 | 3029-10-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Removed the rule from his outlook. | [NAME]
2012-02-08 13:25:33 | 2012-02-08 13:39:13 | INC0016104 | 5 - Medium | Incident | Closed |  | can't access on the go | [NAME] | Service Desk | OnTheGo | Network/Connectivity | Wireless | Access | False | system |  | [NAME] | 2012-02-08 13:39:13 | 2556-03-07 00:00:00 | 2556-03-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | able to connect after selecting east coast instead of europe | [NAME]
2012-02-08 13:25:35 | 2012-02-09 11:05:00 | INC0016105 | 5 - Medium | Service Request | Closed |  | ms [NAME], MS Project standard | [NAME] | Deskside - Gaithersburg | [NAME] 2003 | Applications | Business Applications | Software Install | False | system |  | [NAME] | 2012-02-08 15:55:42 | 2674-06-15 00:00:00 | 2674-06-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | JK 2/9-installed software and tested_x000D_ | [NAME]
2012-02-08 13:26:35 | 2012-02-09 15:46:20 | INC0016106 | 5 - Medium | Service Request | Closed |  | User needs his network account extended | [NAME] Sy | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-08 14:25:00 | 2674-04-16 00:00:00 | 2674-04-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Extended to May 10 and emailed. | [NAME]
2012-02-08 13:28:30 | 2012-02-13 12:10:44 | INC0016108 | 5 - Medium | Service Request | Closed |  | [NAME] - install visio | [NAME] | Deskside - Frederick | [NAME] 2003 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-08 13:43:59 | 3028-10-21 00:00:00 | 3028-10-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | installed visio 2003 on computer. tested and works | [NAME]
2012-02-08 13:32:44 | 2012-02-08 13:40:51 | INC0016112 | 5 - Medium | Service Request | Closed |  | Install Adobe [NAME] | Micah [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-08 13:40:51 | 2555-01-01 00:00:00 | 2555-01-01 00:00:00 | Adobe | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Informed user of the Software approval and purchase process | [NAME]
2012-02-08 13:34:29 | 2012-02-09 17:17:38 | INC0016114 | 5 - Medium | Service Request | Closed | Pending Customer | Installing Live Meeting | [NAME] | Service Desk | Live Meeting | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-08 13:40:57 | 2672-12-28 00:00:00 | 2672-12-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | advised user to request license through ezbuy | [NAME]
2012-02-08 13:38:36 | 2012-02-08 14:21:04 | INC0016120 | 5 - Medium | Incident | Closed |  | trying to connect to OTG at AZ | [NAME] | Service Desk | Internet Explorer 7 | Network/Connectivity | Wired | Performance | False | system |  | [NAME] | 2012-02-08 14:21:04 | 2554-01-14 00:00:00 | 2554-01-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | had contacted AZ helpdesk and did a warm transfer. vw | [NAME]
2012-02-08 13:41:23 | 2012-02-08 13:52:07 | INC0016122 | 5 - Medium | Service Request | Closed |  | employee number update | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | Rankit Thakkar | 2012-02-08 13:46:16 | 2671-11-10 00:00:00 | 2671-11-10 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Employee Number for [NAME] in AD is same as listed in the ticket above. | Rankit Thakkar
2012-02-08 13:41:24 | 2012-02-08 13:43:11 | INC0016123 | 5 - Medium | Service Request | Closed |  | Needs printer installed | [NAME] | Service Desk | Printer | Printing | Hardware | Configuration | False | system |  | [NAME] | 2012-02-08 13:43:10 | 2553-07-30 00:00:00 | 2553-07-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I remoted into Richards computer and installed the software for printer._x000D_ - Verified with [NAME] that he is now able to print to printer. | [NAME]
2012-02-08 13:42:58 | 2012-02-09 11:49:55 | INC0016125 | 5 - Medium | Service Request | Closed |  | PC Request From | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-08 13:51:44 | 2671-08-07 00:00:00 | 2671-08-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | provided laptop as requested, assisted user with getting logged in | [NAME]
2012-02-08 13:44:44 | 2012-02-08 13:58:53 | INC0016128 | 5 - Medium | Incident | Closed |  | Unable to access email | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Access | False | system |  | [NAME] | 2012-02-08 13:58:53 | 2553-01-11 00:00:00 | 2553-01-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I configured Outlook on her loaner computer._x000D_ - She is now able to access Outlook. | [NAME]
2012-02-08 13:45:16 | 2012-02-08 16:23:57 | INC0016129 | 5 - Medium | Service Request | Closed | Pending Customer | have not received voicemail PW | [NAME] | Voice | [NAME] | Telephony | [NAME] | Request For Information | False | system |  | [NAME] | 2012-02-08 14:02:25 | 2552-12-10 00:00:00 | 2552-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User was able to access her voice mail and complete the enrollment process. | [NAME]
2012-02-08 13:48:27 | 2012-02-22 17:17:16 | INC0016130 | 5 - Medium | Service Request | Resolved |  | How to use Livemeeting | [NAME] | Deskside - California | Live Meeting | Applications | Business Applications | How To | True | liceaj |  | [NAME] | 2012-02-08 13:52:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user set up a meeting with an outside vendor and is comfortable w/ the process | [NAME]
2012-02-08 13:50:23 | 2012-02-08 14:14:15 | INC0016131 | 5 - Medium | Incident | Closed |  | needs tickets created for some servers. | [NAME] | Service Desk | MD1AS059 | Server/Data Center | Database/System | Fault/Error | False | system |  | [NAME] | 2012-02-08 14:14:15 | 2552-02-07 00:00:00 | 2552-02-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Supplied user with IBM supports phone number. | [NAME]
2012-02-08 13:51:34 | 2012-02-09 10:53:42 | INC0016132 | 4 - High | Service Request | Closed | Pending Customer | Access to \\santaclara7\depts\Development\Process Develop | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Shared Folder | False | system |  | Rankit Thakkar | 2012-02-08 13:56:46 | 2670-03-09 00:00:00 | 2670-03-09 00:00:00 | folder access | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME]. | Rankit Thakkar
2012-02-08 13:53:27 | 2012-02-14 14:39:09 | INC0016136 | 5 - Medium | Service Request | Closed |  | Onboarding From ([NAME]) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-08 13:59:16 | 3142-12-26 00:00:00 | 3142-12-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account and equipment provided to user. see Child tickets for details | [NAME]
2012-02-08 13:54:58 | 2012-02-13 09:36:07 | INC0016137 | 5 - Medium | Service Request | Closed | Pending Customer | software installations | [NAME] | Deskside - Gaithersburg | Desktop | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-08 16:59:55 | 3024-06-16 00:00:00 | 3024-06-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | JS 02-13-12 I have installed the software that i have access to. I have let the customer know that the Research IS tech support will need to install and configure the scientific software. | [NAME]
2012-02-08 13:55:57 | 2012-02-14 17:45:43 | INC0016139 | 5 - Medium | Service Request | Closed | Assigned External | Locked out of SAP | [NAME] | Service Desk | SAP ECC (Prod) | Applications | Business Applications | [NAME] | False | system | 2993379 | [NAME] | 2012-02-08 17:05:33 | 3142-07-29 00:00:00 | 3142-07-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | This is regarding the incident raised INC000002993379 by you. Your account has been unlocked in ARP system as requested. _x000D_ As the issue is solved now, we are resolving the ticket._x000D_  _x000D_ Thanks and Regards,_x000D_ Sahithi Duggirala_x000D_ SAP Security Team_x000D_ | [NAME]
2012-02-08 13:56:05 | 2012-02-08 17:42:59 | INC0016140 | 5 - Medium | Service Request | Closed |  | User needs a name corrected in a DL | [NAME] | Exchange Server Support | CI Not Found | Account Admin | Modify | Distribution List | False | system |  |  | 2012-02-08 14:00:47 | 2551-03-02 00:00:00 | 2551-03-02 00:00:00 | Distribution List | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User's disabled account was assigned to group and assigned to manage the group. | [NAME]
2012-02-08 13:57:28 | 2012-02-10 10:32:11 | INC0016142 | 5 - Medium | Service Request | Closed |  | [NAME] needs update | [NAME] | Deskside - Frederick | CI Not Found | Applications | OS | Software Install | False | system |  | [NAME] | 2012-02-08 14:03:00 | 2787-06-30 00:00:00 | 2787-06-30 00:00:00 | Updates | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | general how-to concerning software push | [NAME]
2012-02-08 13:57:45 | 2012-02-08 15:21:34 | INC0016143 | 5 - Medium | Service Request | Closed |  | Move File over to production folder | [NAME] | CZ - Enterprise Application - Support | Other | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  | [NAME] | 2012-02-08 14:00:19 | 2550-11-22 00:00:00 | 2550-11-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | File moved to PRD successfully. | [NAME]
2012-02-08 13:58:51 | 2012-02-09 13:40:16 | INC0016144 | 5 - Medium | Incident | Closed |  | Server Access Denied | [NAME] | Service Desk | CI Not Found | Network/Connectivity | Network Device | Fault/Error | False | system |  | [NAME] | 2012-02-09 08:18:38 | 2668-12-27 00:00:00 | 2668-12-27 00:00:00 | Server Access | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Duplicate ticket. Please reference ticket 16199 which has been resolved. | [NAME]
2012-02-08 13:59:53 | 2012-02-08 14:06:47 | INC0016145 | 5 - Medium | Service Request | Closed |  | User needs SAP password reset | [NAME] | Service Desk | SAP BI (Prod) | Applications | Business Applications | [NAME] | False | system |  | [NAME] | 2012-02-09 12:26:25 | 2787-02-05 00:00:00 | 2787-02-05 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 2 | Solved (Permanently) | Placed a call to the user.   I asked if the SAP password reset worked.    it he said everything is good | [NAME]
2012-02-08 14:00:47 | 2012-02-08 15:05:52 | INC0016146 | 5 - Medium | Service Request | Closed |  | Please renew network account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | Rankit Thakkar | 2012-02-08 14:01:49 | 2550-05-24 00:00:00 | 2550-05-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] till May 15, 2012 | Rankit Thakkar
2012-02-08 14:01:32 | 2012-02-10 10:16:46 | INC0016147 | 4 - High | Service Request | Closed |  | User needs the auto-updater for [EMAIL] changed. | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-02-08 14:10:22 | 2786-10-29 00:00:00 | 2786-10-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Worked with [NAME] to create a new rule in exchange for the desired text. She tested it and it works fine. Closing ticket. | [NAME]
2012-02-08 14:03:00 | 2012-02-09 11:59:31 | INC0016148 | 5 - Medium | Service Request | Closed |  | PC Request Form - PCR11254 | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-09 11:22:46 | 2668-04-22 00:00:00 | 2668-04-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | provided laptop as requested, sent follow up email to manager | [NAME]
2012-02-08 14:07:38 | 2012-02-08 15:00:07 | INC0016153 | 5 - Medium | Service Request | Closed |  | [NAME] Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-08 14:08:52 | 2549-04-08 00:00:00 | 2549-04-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account has been extended and manager notified | [NAME]
2012-02-08 14:08:52 | 2012-02-13 14:27:48 | INC0016156 | 5 - Medium | Incident | Closed |  | Recover Deleted Folder | [NAME] | Executive Gold - Gaithersburg | Outlook 2010 | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-09 11:38:43 | 3022-03-05 00:00:00 | 3022-03-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Recovered folder, recreated rule and cleaned up mail box issues. | [NAME]
2012-02-08 14:09:03 | 2012-02-09 13:52:39 | INC0016157 | 5 - Medium | Service Request | Closed | Pending Customer | NT account extension - Edel Alcairo | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | Rankit Thakkar | 2012-02-09 13:08:56 | 2667-04-25 00:00:00 | 2667-04-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account Extended till May 10, 2012 | Rankit Thakkar
2012-02-08 14:12:43 | 2012-02-22 15:00:14 | INC0016160 | 5 - Medium | Service Request | Resolved | Pending Customer | Deleting emails | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | How To | True | PerryA |  | [NAME] | 2012-02-08 14:13:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User called in, indicating resolution of this issue. | [NAME]
2012-02-08 14:14:53 | 2012-02-14 08:57:58 | INC0016163 | 5 - Medium | Service Request | Closed | Assigned External | Aegis Account Access | [NAME] | Service Desk | Aegis (Prod) | Account Admin | Provisioning | New Hire (On-Boarding) | False | system | OIS-SVC-1146 | [NAME] | 2012-02-09 06:04:27 | 3139-06-19 00:00:00 | 3139-06-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [Submitted by [EMAIL]] _x000D_ This confirms that your request has been completed. Listed below is the resolution._x000D_ --------------------------------------------------------------------------------_x000D_ _x000D_ Operations Information Systems (OIS) Service Request _x000D_  _x000D_ Request: OIS-SVC-1146     Date Requested: 10-Feb-12 _x000D_ Name:Torrence, [NAME]: IT (7225) _x000D_ EMail: [EMAIL]   Phone:   _x000D_ Date Required: 17-Feb-12                                                                                                                         Requestor Use Only_x000D_ System:          Aegis                               _x000D_ Type:             Access    Sub-Type: Add/Modify AccessDescription:_x000D_        Hello, I am contacting you from the Medimmune IS Service Desk on behalf of [NAME]. _x000D_ -User needs to get into Aegis_x000D_ -User has never logged into Aegis before._x000D_ _x000D_ [NAME] Contact information is as follows. Phone:[PHONE] Email: [EMAIL]         _x000D_ Site (User Location):Gaithersburg _x000D_ File Attachment _x000D_ _x000D_    Impact Analysis/Comment:                                                                                                  OIS Use Only_x000D_     Assigned To Flag ¨_x000D_ Assigned To:      Assigned E-Mail: Priority:        Low    Target Date:  Level:          Minor    Change Record:Environment: Production        QIS Status: COMPLETEDate Started: Resolution: Access will be granted after the training curriculum is assigned and completed in eLMS. Access granted during normal process schedule. _x000D_    Closed By:Kadel, Seryozha     Date Closed: 13-Feb-12 _x000D_    Status:     COMPLETED _x000D_ | [NAME]
2012-02-08 14:16:51 | 2012-02-10 12:39:01 | INC0016165 | 5 - Medium | Service Request | Closed |  | Onboarding Form ([NAME]) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-08 14:22:03 | 2784-04-23 00:00:00 | 2784-04-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account information emailed to manager and requestor. | [NAME]
2012-02-08 14:19:39 | 2012-02-08 14:24:41 | INC0016166 | 5 - Medium | Service Request | Closed |  | Not able to log into On The Go | [NAME] | Service Desk | OnTheGo | Applications | Business Applications | [NAME] | False | system |  | [NAME] | 2012-02-08 14:24:41 | 2547-04-18 00:00:00 | 2547-04-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | _x000D_ While on the phone user was able to log in | [NAME]
2012-02-08 14:20:12 | 2012-02-08 15:39:41 | INC0016168 | 5 - Medium | Incident | Closed |  | Create hyperlink to citeline Trialtrove | [NAME] | Service Desk | PowerPoint 2003 | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-08 14:41:27 | 2547-03-16 00:00:00 | 2547-03-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Informed the user that he must contact:_x000D_ _x000D_  [EMAIL] or [PHONE]. | [NAME]
2012-02-08 14:20:17 |  | INC0016169 | 5 - Medium | Incident | Pending | Pending Part | laptop is dead no power. | [NAME] | Deskside - California | Laptop | Hardware | Computer | Outage | True | MaggioloM |  | [NAME] | 2012-02-08 14:28:14 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-08 14:23:56 |  | INC0016172 | 5 - Medium | Incident | Pending | Pending Customer | Issues with taking a course in eLMS | Faith [NAME] | CZ - Enterprise Application - Support | Elements | Applications | Business Applications | Fault/Error | True | KarisF |  | [NAME] | 2012-02-08 14:34:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-08 14:26:47 | 2012-02-08 14:44:03 | INC0016174 | 5 - Medium | Incident | Closed |  | User cannot save to her shared drive | Teresita Perez |  | AD (Active Directory) Account | Server/Data Center | Database/System | Access | False | system |  | [NAME] |  | 2546-02-14 00:00:00 | 2546-02-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Remoted into the user's computer. Remapped her g:// drive  to \\medimmune.com\dfs\home\[dept name]\[username] | [NAME]
2012-02-08 14:27:37 | 2012-02-10 10:34:08 | INC0016175 | 5 - Medium | Service Request | Closed |  | [NAME] will not power up | [NAME] | Deskside - Frederick | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-08 14:35:17 | 2782-07-17 00:00:00 | 2782-07-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | switched hdd to another laptop | [NAME]
2012-02-08 14:31:00 | 2012-02-09 13:27:29 | INC0016178 | 5 - Medium | Service Request | Closed |  | Reimage Desktop | [NAME] | Deskside - Gaithersburg | Desktop | Hardware | Computer | How To | False | system |  | [NAME] | 2012-02-08 15:09:23 | 2663-09-16 00:00:00 | 2663-09-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | reimaged as requested | [NAME]
2012-02-08 14:37:22 | 2012-02-08 15:14:04 | INC0016181 | 5 - Medium | Service Request | Closed |  | Update employee number in AD. | SreeLakshmi Tallam | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-08 14:42:15 | 2662-08-30 00:00:00 | 2662-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | There's really no way to remove an employee ID at least from my knowledge. What I did is just enter "000" on her emplyee number and put in the right employee number, 90009159._x000D_ _x000D_ Changed to 90009159. | [NAME]
2012-02-08 14:38:41 | 2012-02-10 19:58:20 | INC0016182 | 5 - Medium | Service Request | Closed | Pending Part | request for cz-application support group | [NAME] | CZ - Enterprise Application - Support | Aegis (Dev) | Applications | Business Applications | New Request | False | system |  | Sridharan Balasubramanian | 2012-02-08 14:45:18 | 2780-09-21 00:00:00 | 2780-09-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reports are updated in PRD Successfully | Sridharan Balasubramanian
2012-02-08 14:40:28 | 2012-02-08 14:55:07 | INC0016183 | 5 - Medium | Service Request | Closed |  | Unable to access H:drive | [NAME] | Service Desk | Windows XP | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-08 14:55:07 | 2543-11-16 00:00:00 | 2543-11-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Remapped user's H: drive | [NAME]
2012-02-08 14:41:33 | 2012-02-08 15:42:42 | INC0016184 | 5 - Medium | Service Request | Closed | Pending Customer | VM pin reset | [NAME] | Voice | [NAME] | Telephony | [NAME] | [NAME] | False | system |  | [NAME] | 2012-02-08 14:52:55 | 2543-09-12 00:00:00 | 2543-09-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User was able to access voice mail after password reset. | [NAME]
2012-02-08 14:41:35 | 2012-02-14 14:47:25 | INC0016185 | 5 - Medium | Service Request | Closed |  | On Boarding Form - OBF13162 - Andy Goglia | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-08 14:44:38 | 3135-01-29 00:00:00 | 3135-01-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account created and phone assigned | [NAME]
2012-02-08 14:42:14 | 2012-02-08 16:38:15 | INC0016186 | 5 - Medium | Incident | Closed |  | Needs a phone number assigned | [NAME] | Voice | [NAME] | Telephony | [NAME] | Access | False | system |  | [NAME] | 2012-02-08 16:37:03 | 2543-08-02 00:00:00 | 2543-08-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | User was assigned 3982171... | [NAME]
2012-02-08 14:43:17 | 2012-02-08 15:16:36 | INC0016187 | 5 - Medium | Service Request | Closed |  | mediguest | [NAME] | Service Desk | Wireless | Network | Wireless | Access Request | False | system |  | [NAME] | 2012-02-08 14:50:11 | 2543-05-31 00:00:00 | 2543-05-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Sent the password to [NAME] | [NAME]
2012-02-08 14:45:20 | 2012-02-13 16:33:08 | INC0016189 | 5 - Medium | Service Request | Closed |  | On Boarding Form - OBF13163 -Abhishk Venkataramanan - 2/14/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-08 14:46:19 | 3016-03-08 00:00:00 | 3016-03-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts created and tickets sent to other IT teams to complete onboarding. | [NAME]
2012-02-08 14:46:35 | 2012-02-08 15:30:18 | INC0016190 | 5 - Medium | Incident | Closed |  | Cannot receive emails | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-08 15:27:04 | 2542-11-14 00:00:00 | 2542-11-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | JK- exchange server had been changed to instance.  reset and put it to correct exchange server address. tested and everything works. | [NAME]
2012-02-08 14:47:12 | 2012-02-08 16:37:24 | INC0016191 | 5 - Medium | Incident | Closed |  | Phone number assigned during onboarding is already in use | [NAME] | Voice | [NAME] | Account Admin | General | Fault/Error | False | system |  | [NAME] | 2012-02-08 16:31:38 | 2542-10-08 00:00:00 | 2542-10-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | User phone was configured with 3981108 extension... | [NAME]
2012-02-08 14:48:43 | 2012-02-08 16:33:18 | INC0016192 | 5 - Medium | Service Request | Closed | Pending Customer | Log in | [NAME] | Service Desk | iPad | Network | Wireless | Access Request | False | system |  | [NAME] | 2012-02-08 14:51:43 | 2542-07-09 00:00:00 | 2542-07-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | reset password on the guest wireless network to exactly the same password that is currently posted on medizone | [NAME]
2012-02-08 14:52:45 | 2012-02-23 08:02:10 | INC0016193 | 5 - Medium | Service Request | Resolved | Pending Customer | User requests [NAME] rights to 2 servers | [NAME] | Intel Server Support | AD (Active Directory) Account | Account Admin | Modify | Group | True | FoerterL |  | [NAME] | 2012-02-15 14:39:32 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Admin rights were assigned by [NAME]. _x000D_ | [NAME]
2012-02-08 14:53:15 | 2012-02-09 13:26:16 | INC0016195 | 5 - Medium | Service Request | Closed |  | ops account locked. | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-08 15:02:43 | 2660-01-20 00:00:00 | 2660-01-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Sent passwords to [NAME]'s manager | [NAME]
2012-02-08 14:53:39 | 2012-02-09 10:26:20 | INC0016196 | 5 - Medium | Service Request | Closed |  | Multi application install | [NAME] | Deskside - Gaithersburg | Project 2003 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-08 15:13:55 | 2659-12-27 00:00:00 | 2659-12-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User informed that the ticket is not assigned by the user | [NAME]
2012-02-08 14:56:08 | 2012-02-09 11:46:59 | INC0016199 | 5 - Medium | Service Request | Closed | Pending Customer | Needs access to 2 IBM Servers on his OPS account | [NAME] | Service Desk | SBYVCI001 | Server/Data Center | Database/System | Access Request | False | system | 2993054 | [NAME] | 2012-02-08 14:57:06 | 2659-07-31 00:00:00 | 2659-07-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) |  | [NAME]
2012-02-08 15:05:00 | 2012-02-09 11:56:49 | INC0016203 | 5 - Medium | Incident | Closed |  | [NAME] | [NAME] | CZ - Commercial - Support | [NAME] (N/A) | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-08 16:00:14 | 2658-02-14 00:00:00 | 2658-02-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User called me and said that he got an email this morning and now he can login to the system to get RSV Information. Hence resolving the ticket. | [NAME]
2012-02-08 15:05:01 | 2012-02-14 16:08:51 | INC0016204 | 5 - Medium | Incident | Closed |  | Cannot remove attachment in Service Now | [NAME] | ServiceNow [NAME] | ServiceNow (Dev) | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-08 15:06:28 | 3131-03-25 00:00:00 | 3131-03-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I tested a couple of accounts and the problem was not limited to one user. I contacted [NAME], Service Now vendor who resolved  the problem. The user now has the option to remove an attachment. | [NAME]
2012-02-08 15:06:44 | 2012-02-09 09:31:23 | INC0016205 | 5 - Medium | Service Request | Closed |  | Remove group [NAME] from Service Now | Neeraj Masson | ServiceNow [NAME] | ServiceNow (Dev) | ServiceNow | Groups | Remove From Group | False | system |  | [NAME] | 2012-02-08 15:07:58 | 2657-11-02 00:00:00 | 2657-11-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The  Oracle DB Support group has been removed as requested | [NAME]
2012-02-08 15:08:31 |  | INC0016207 | 5 - Medium | Service Request | Pending | Assigned External | Need Password rEST for AZA-Lite Citrix | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | True | TyreeJ | 3015211 | [NAME] | 2012-02-14 11:01:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-08 15:10:59 | 2012-02-08 15:23:13 | INC0016209 | 5 - Medium | Service Request | Closed |  | needs to approve a workflow in aegis | Baoming [NAME] | Service Desk | Aegis (Prod) | Applications | Business Applications | How To | False | system |  | [NAME] | 2012-02-08 15:23:13 | 2538-11-11 00:00:00 | 2538-11-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | user found resolution on his own. | [NAME]
2012-02-08 15:16:27 | 2012-02-17 09:09:49 | INC0016213 | 5 - Medium | Service Request | Resolved | Pending Customer | Microsoft office 2010 | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Install/Remove | True | GeorgeMa |  | [NAME] | 2012-02-14 11:39:29 | 00:00:00 |  | Microsoft Office 2010 | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | The mentioned software is not approved yet an closing the ticket | [NAME]
2012-02-08 15:18:19 | 2012-02-08 15:26:09 | INC0016214 | 5 - Medium | Service Request | Closed |  | Unable to access the S: drive | [NAME] | Service Desk | Windows XP | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-08 15:26:09 | 2537-08-28 00:00:00 | 2537-08-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Mapped S: drive | [NAME]
2012-02-08 15:30:49 | 2012-02-09 16:33:43 | INC0016217 | 5 - Medium | Incident | Closed |  | Unable to connect the laptop with the medimmune wireless network | [NAME] | Deskside - Gaithersburg | Laptop | Other | Other | Other | False | system |  | [NAME] | 2012-02-08 15:49:49 | 2772-02-28 00:00:00 | 2772-02-28 00:00:00 |  | 1-2 Users Affected | Karthikeyan Venkatesan | False | 1 | Solved (Permanently) | re-conncected to the medimmune wireless network | [NAME]
2012-02-08 15:30:56 | 2012-02-08 16:11:14 | INC0016218 | 4 - High | Incident | Closed |  | User is unable to connect to Mediguest | [NAME] | Deskside - Gaithersburg | Wireless | Hardware | Computer | Fault/Error | False | system |  | [NAME] | 2012-02-08 15:40:47 | 2535-08-02 00:00:00 | 2535-08-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-08-12 The customer is now connected to the Mediguest wifi. | [NAME]
2012-02-08 15:32:07 | 2012-02-10 14:25:27 | INC0016220 | 5 - Medium | Service Request | Closed |  | HR help desk wants to setup an autoreply multiple times | Christopher March | Exchange Server Support | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-02-08 15:48:02 | 2771-12-12 00:00:00 | 2771-12-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Walked [NAME] through creating the rule. | [NAME]
2012-02-08 15:36:44 | 2012-02-08 16:03:23 | INC0016222 | 5 - Medium | Incident | Closed |  | user prompted with a driver error for her wireless | [NAME] | Service Desk | Wireless | Network/Connectivity | Wireless | Fault/Error | False | system |  | [NAME] | 2012-02-08 16:03:23 | 2534-08-19 00:00:00 | 2534-08-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | connected wired so startup script could run completely. _x000D_ instructed user on use of onthego and gridguard. | [NAME]
2012-02-08 15:40:27 | 2012-02-08 15:59:44 | INC0016223 | 5 - Medium | Incident | Closed |  | Mediguest PW not working | [NAME] | Service Desk | Wireless | Network/Connectivity | Wireless | Access | False | system |  | [NAME] | 2012-02-08 15:49:42 | 2534-01-08 00:00:00 | 2534-01-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reset the PW and caller was able to login | [NAME]
2012-02-08 15:40:44 | 2012-02-08 16:01:25 | INC0016224 | 5 - Medium | Service Request | Closed |  | [NAME] needs access to her H: Drive folder | [NAME] | Accounts Administration | CI Not Found | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | Rankit Thakkar | 2012-02-08 15:54:27 | 2533-12-22 00:00:00 | 2533-12-22 00:00:00 | mapped drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Created Home Directory Folder for [NAME] ([NAME]) under the H: drive. | Rankit Thakkar
2012-02-08 15:49:49 | 2012-02-08 15:52:59 | INC0016226 | 5 - Medium | Service Request | Closed |  | Account Locked Out | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-08 15:52:59 | 2532-06-25 00:00:00 | 2532-06-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Unlocked the user's account in Active Directory | [NAME]
2012-02-08 15:50:51 | 2012-02-13 12:09:48 | INC0016228 | 5 - Medium | Service Request | Closed | Pending Customer | Unable to sign into OnTheGo | [NAME] | Service Desk | OnTheGo | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-08 15:59:28 | 3005-06-03 00:00:00 | 3005-06-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user able to log into onthego now | [NAME]
2012-02-08 15:50:57 | 2012-02-10 10:35:23 | INC0016229 | 5 - Medium | Service Request | Closed |  | [NAME] to set up grid pin | [NAME] | Deskside - Frederick | CI Not Found | Network | On The Go | Access Request | False | system |  | [NAME] | 2012-02-08 15:54:54 | 2768-11-07 00:00:00 | 2768-11-07 00:00:00 | gridpin setup | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user was able to setup grid password with instructions that were sent to her. | [NAME]
2012-02-08 15:52:35 | 2012-02-08 16:36:07 | INC0016230 | 5 - Medium | Service Request | Closed |  | User's name is wrong in AD | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Distribution List | False | system |  | [NAME] | 2012-02-08 15:56:26 | 2532-01-11 00:00:00 | 2532-01-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Change request fulfilled. | [NAME]
2012-02-08 15:59:02 |  | INC0016237 | 5 - Medium | Service Request | Pending | Assigned External | User cannot log into SAP | [NAME] | Service Desk | SAP BI (Prod) | Account Admin | Reset | Password | True | [NAME] | 2996525 | [NAME] | 2012-02-14 10:52:34 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-08 15:59:57 | 2012-02-08 16:09:00 | INC0016238 | 5 - Medium | Incident | Closed |  | User's name is displayed wrong on he phone | Pritish Nawlakhe | Voice | CI Not Found | Hardware | Peripheral | Fault/Error | False | system |  | [NAME] | 2012-02-08 16:03:50 | 2530-10-26 00:00:00 | 2530-10-26 00:00:00 | Telephone | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Caller ID update to Pritish Nawlakhe | [NAME]
2012-02-08 16:04:44 |  | INC0016239 | 5 - Medium | Service Request | Pending | Pending Customer | Immediate Termination - Laurie [NAME] Emp #2398 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Immediate Termination | True | StilesH |  | [NAME] | 2012-02-08 16:09:51 | 00:00:00 |  |  | 1-2 Users Affected | Rankit Thakkar | False | 0
2012-02-08 16:10:54 | 2012-02-14 08:36:10 | INC0016243 | 5 - Medium | Incident | Closed |  | Webcam needs updated driver | [NAME] | Service Desk | Laptop | Hardware | Computer | Fault/Error | False | system |  | [NAME] |  | 3120-05-28 00:00:00 | 3120-05-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | successfully installed and verified drivers requested by user for her webcam. | [NAME]
2012-02-08 16:11:59 | 2012-02-10 10:27:28 | INC0016245 | 5 - Medium | Incident | Closed |  | Issue with Out of Office Reply | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-08 16:56:44 | 2765-05-25 00:00:00 | 2765-05-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Resolving ticket. | [NAME]
2012-02-08 16:16:20 | 2012-02-10 15:19:47 | INC0016248 | 5 - Medium | Incident | Closed |  | permission to access a calendar folder in outlook | [NAME] | Exchange Server Support | Outlook 2003 | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-10 08:00:50 | 2764-09-06 00:00:00 | 2764-09-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 4 | Solved (Permanently) | [NAME] now has publishing editor access to the calendar. | [NAME]
2012-02-08 16:17:19 | 2012-02-08 16:40:42 | INC0016250 | 5 - Medium | Service Request | Closed |  | IE Issues | [NAME] | Deskside - Gaithersburg | Internet Explorer 7 | Applications | OS | Configuration | False | system |  | [NAME] | 2012-02-08 16:23:19 | 2527-12-19 00:00:00 | 2527-12-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-08-12 IE has been reset. The customer is now able to access the website. | [NAME]
2012-02-08 16:17:29 | 2012-02-09 13:16:01 | INC0016251 | 5 - Medium | Service Request | Closed |  | SAP BI install | [NAME] | Deskside - Gaithersburg | SAP BI (Dev) | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-08 16:44:41 | 2646-03-20 00:00:00 | 2646-03-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | replaced saplogon.ini, tested ok | [NAME]
2012-02-08 16:23:25 | 2012-02-08 16:43:09 | INC0016253 | 5 - Medium | Service Request | Closed |  | Blackberry Configuration | [NAME] | Deskside - Gaithersburg | Blackberry | Hardware | Mobile Device | How To | False | system |  | [NAME] | 2012-02-08 16:34:32 | 2526-12-18 00:00:00 | 2526-12-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-08-12 The device has been configured so when mail is deleted on the device it is also deleted on the mailbox. | [NAME]
2012-02-08 16:30:04 | 2012-02-08 16:50:00 | INC0016257 | 5 - Medium | Service Request | Closed | Pending Customer | Mail stuck in the outbox | [NAME] | Service Desk | Outlook 2003 | Applications | Business Applications | Configuration | False | system |  | [NAME] |  | 2525-11-14 00:00:00 | 2525-11-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | suggested that EU re-compose those two remaining emails. | [NAME]
2012-02-08 16:33:59 | 2012-02-08 18:50:42 | INC0016259 | 5 - Medium | Service Request | Closed |  | Change the support group for the RSV CIs | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | CMDB | Update Item | False | system |  |  | 2012-02-08 16:37:09 | 2525-03-24 00:00:00 | 2525-03-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Updated Application CIs for:_x000D_ [NAME] and RSV Connection to reflect CZ-Commercial Support as the support group and [NAME] as the Domain Owner | [NAME]
2012-02-08 16:34:32 | 2012-02-08 17:01:25 | INC0016260 | 5 - Medium | Service Request | Closed |  | User needs AD Password reset | [NAME] |  | AD (Active Directory) Account | Applications | Business Applications | [NAME] | False | system |  | [NAME] |  | 2525-02-19 00:00:00 | 2525-02-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | see notes | [NAME]
2012-02-08 16:39:53 | 2012-02-09 10:26:59 | INC0016262 | 5 - Medium | Service Request | Closed | Pending Customer | [NAME] is forwarding to another user | [NAME] | Voice | [NAME] | Account Admin | Modify | Mailbox | False | system |  | [NAME] | 2012-02-08 17:03:40 | 2642-07-15 00:00:00 | 2642-07-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Voice mail is assigned to the correct user. | [NAME]
2012-02-08 16:51:39 | 2012-02-08 17:34:37 | INC0016272 | 5 - Medium | Incident | Closed |  | Unable to access H: drive | [NAME] | Accounts Administration | Windows XP | Network/Connectivity | Network Device | Fault/Error | False | system |  | [NAME] | 2012-02-08 17:20:15 | 2522-04-29 00:00:00 | 2522-04-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | I checked that all data is present on the new file share, it is._x000D_ I checked that the logon script was mapping the drive correctly, it is._x000D_ I called Alla, who confirmed that she can access the H drive. | [NAME]
2012-02-08 16:57:11 | 2012-02-08 17:18:59 | INC0016275 | 4 - High | Service Request | Closed |  | Immediate Termination - Laurie [NAME] 84733 | [NAME] | Voice | [NAME] | Telephony | [NAME] | [NAME] | False | system |  | [NAME] | 2012-02-08 17:04:03 | 2521-06-01 00:00:00 | 2521-06-01 00:00:00 |  | 1-2 Users Affected | Rankit Thakkar | False | 0 | Solved (Permanently) | Account removed from the system..., | [NAME]
2012-02-08 17:01:46 | 2012-02-21 08:51:37 | INC0016276 | 5 - Medium | Service Request | Resolved |  | User cannot access the Pastuer conference room | [NAME] | Exchange Server Support | CI Not Found | Applications | Mobile Applications | New Request | True | roosd |  | [NAME] | 2012-02-13 15:13:44 | 00:00:00 |  | Conference Room | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Granted permissions to the calendar | [NAME]
2012-02-08 17:05:25 | 2012-02-17 15:07:30 | INC0016277 | 1 - Critical Outage | Incident | Resolved | Pending Customer | [NAME] keeps crashing | [NAME] | Deskside - Frederick | Outlook 2003 | Network/Connectivity | Wireless | Outage | True | BosherB |  | [NAME] | 2012-02-08 18:59:44 | 00:00:00 |  |  | 2 to 20 Users Affected | [NAME] | False | 4 | Solved (Permanently) | replaced system and upgraded user to Office 2010 | [NAME]
2012-02-08 17:09:37 | 2012-02-08 17:49:40 | INC0016279 | 5 - Medium | Service Request | Closed |  | Immediate Cancellation of IT/Security Access | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Remove | Access | False | system |  | [NAME] | 2012-02-08 17:49:40 | 2519-05-17 00:00:00 | 2519-05-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | 16239 | [NAME]
2012-02-08 17:20:02 | 2012-02-09 15:21:49 | INC0016280 | 5 - Medium | Service Request | Closed |  | DHCP Issues in Labs at OMW | [NAME] | Network Level 2 | Wireless | Network | Wired | Access Request | False | system |  | [NAME] | 2012-02-08 17:34:25 | 2635-12-10 00:00:00 | 2635-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Resovle -_x000D_ For Area 6 devices - Update DHCP scope and assisgned switch ports to vlan 211 (10.8.209.0/24). _x000D_ For Area 4 devices - Update switch port to provlan 130 | [NAME]
2012-02-08 17:23:49 | 2012-02-08 17:29:36 | INC0016281 | 5 - Medium | Service Request | Closed |  | Immediate Termination | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-08 17:28:46 | 2517-01-15 00:00:00 | 2517-01-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Disabled the user's account and called the manager. | [NAME]
2012-02-08 17:25:49 | 2012-02-08 17:50:45 | INC0016282 | 5 - Medium | Service Request | Closed |  | How long are emails retained on the Exchange server | [NAME] | Service Desk | Outlook 2003 | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-08 17:50:45 | 2516-09-17 00:00:00 | 2516-09-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Work Around) | Sent email to the user with the answer | [NAME]
2012-02-08 17:27:22 | 2012-02-10 13:20:57 | INC0016283 | 5 - Medium | Service Request | Closed | Pending Customer | Cannot find printer in directory | [NAME] | Service Desk | Printer | Printing | Hardware | How To | False | system |  | [NAME] | 2012-02-08 17:39:40 | 2753-01-05 00:00:00 | 2753-01-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Successfully Mapped Network Printer | [NAME]
2012-02-08 17:30:47 | 2012-02-15 15:28:15 | INC0016284 | 5 - Medium | Service Request | Closed |  | User needs to Establish a fax number | [NAME] | Service Desk | CI Not Found | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-09 09:37:24 | 3225-07-23 00:00:00 | 3225-07-23 00:00:00 | eFax | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Logged into eFax and assigned the user a fax number. | [NAME]
2012-02-08 17:31:43 | 2012-02-14 12:16:43 | INC0016285 | 5 - Medium | Service Request | Closed |  | DNS update [NAME] | [NAME] | Intel Server Support | DNS | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-08 17:35:50 | 3107-02-17 00:00:00 | 3107-02-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] resolved issue for [NAME].  He changed the DHCP names in IPAM cause they are misspelled.  Verified with [NAME] that ticket is resolved. | Thuan Tran
2012-02-08 17:38:14 | 2012-02-08 18:04:15 | INC0016286 | 5 - Medium | Incident | Closed |  | cannot access the H: | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-08 18:03:20 | 2514-09-03 00:00:00 | 2514-09-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | i mapped the drive and checked to see if he was able to save and he was sucessful.vw | [NAME]
2012-02-08 17:40:20 | 2012-02-08 18:00:55 | [NAME] | 5 - Medium | Incident | Closed |  | Cannot acess [NAME] | [NAME] | Service Desk | CI Not Found | Other | Other | Other | False | system |  | [NAME] | 2012-02-08 18:00:55 | 2514-04-30 00:00:00 | 2514-04-30 00:00:00 | H drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Ran gp update_x000D_ Re-connect h drive. | [NAME]
2012-02-08 17:41:04 | 2012-02-09 12:02:21 | INC0016289 | 5 - Medium | Service Request | Closed |  | User needs old phone picked up | [NAME] | Deskside - Gaithersburg | CI Not Found | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-08 17:47:23 | 2632-06-26 00:00:00 | 2632-06-26 00:00:00 | phone | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Picked up the phone | [NAME]
2012-02-08 17:41:09 | 2012-02-14 09:05:44 | INC0016290 | 5 - Medium | Service Request | Closed | Pending Customer | Static IP Address and [NAME] for Lab 3325 Printer | [NAME] | Accounts Administration | Printer | Printing | Hardware | Configuration | False | system |  | [NAME] | 2012-02-10 16:00:15 | 3105-07-31 00:00:00 | 3105-07-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 5 | Solved (Permanently) | Printer is setup on server md1ps003, md1_1_3325A_BW.  It's in lab 3325 | [NAME]
2012-02-08 17:43:52 |  | INC0016291 | 5 - Medium | Service Request | Assigned |  | On Boarding Form - OBF13165 - Mingyan Yang- 3/12/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | True | KellyPa |  | [NAME] | 2012-02-08 17:44:45 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-08 17:50:57 | 2012-02-10 09:24:27 | INC0016293 | 5 - Medium | Service Request | Closed |  | Onboarding From ([NAME]) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-08 17:55:02 | 2749-02-20 00:00:00 | 2749-02-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account information emailed to the manager, no equipment or phone needed since this person is offshore. | [NAME]
2012-02-08 17:55:22 | 2012-02-08 18:15:30 | INC0016294 | 5 - Medium | Service Request | Closed |  | Please add new user to Citrix Group | [NAME] | Accounts Administration | Citrix | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-08 18:05:44 | 2511-11-10 00:00:00 | 2511-11-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Checked group. User is already part of the group. | [NAME]
2012-02-08 17:57:21 |  | INC0016295 | 5 - Medium | Service Request | Assigned |  | LPA access request | [NAME] | Security Team | AD (Active Directory) Account | Account Admin | New | Account | True | KrausM |  |  | 2012-02-10 13:07:26 | 00:00:00 |  |  | 1-2 Users Affected | Desiree Corwin | False | 7
2012-02-08 18:12:32 | 2012-02-09 12:29:59 | INC0016300 | 5 - Medium | Service Request | Closed |  | Fax number has been apoved | [NAME] | Voice | Fax | Telephony | [NAME] | Configuration | False | system |  |  | 2012-02-08 18:19:53 | 2627-04-26 00:00:00 | 2627-04-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Created a efax account for the user and emailed her the information. | [NAME]
2012-02-08 18:13:17 | 2012-02-13 19:47:44 | INC0016301 | 5 - Medium | Service Request | Closed | Pending Customer | External Hard drive Not Recognized | [NAME] | Service Desk | Desktop | Hardware | Peripheral | How To | False | system |  | [NAME] | 2012-02-08 18:23:28 | 2982-01-08 00:00:00 | 2982-01-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | per user | [NAME]
2012-02-08 18:21:49 |  | INC0016307 | 5 - Medium | Service Request | Pending | Pending Customer | provide access of Emanuel Schenck's files to Raffaele | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | SchenckE |  | Rankit Thakkar | 2012-02-08 18:25:39 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-08 18:23:42 |  | INC0016308 | 5 - Medium | Service Request | In Progress |  | User needs assistance saving a PDF | [NAME] | Deskside - California | CI Not Found | Applications | Business Applications | How To | True | MaggioloM |  | [NAME] | 2012-02-08 18:33:03 | 00:00:00 |  | PDF | 1-2 Users Affected | [NAME] | False | 0
2012-02-08 18:29:13 | 2012-02-13 15:26:28 | INC0016313 | 5 - Medium | Service Request | Closed |  | Install VMware Vclient on the users desktop | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Configuration | False | system |  | [NAME] |  | 2979-05-28 00:00:00 | 2979-05-28 00:00:00 | VMware | 1-2 Users Affected | [NAME] | False | 0 | Not Solved (3 Strike) | left 3rd message | [NAME]
2012-02-08 18:29:26 | 2012-02-08 19:37:49 | INC0016314 | 5 - Medium | Service Request | Closed |  | Please install Endnote | [NAME] | Deskside - California | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-08 18:52:26 | 2506-04-06 00:00:00 | 2506-04-06 00:00:00 | endnote | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Installed Endnote | [NAME]
2012-02-08 18:31:49 | 2012-02-14 16:27:42 | INC0016315 | 5 - Medium | Incident | Closed | Pending Customer | accout is locked for mohammed alarameen | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-08 18:45:41 | 3097-04-03 00:00:00 | 3097-04-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved (3 Strike) | Resolving ticket due to no response had attempted to contact 3 times . | [NAME]
2012-02-08 18:33:46 | 2012-02-13 13:48:05 | INC0016316 | 5 - Medium | Incident | Closed | Pending Customer | Aegis error massage | [NAME] | CZ - Enterprise Application - Support | Aegis (Prod) | Applications | Business Applications | Access | False | system |  | Sridharan Balasubramanian | 2012-02-08 18:39:36 | 2978-08-28 00:00:00 | 2978-08-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | ActiveX installed by user as advised | Sridharan Balasubramanian
2012-02-08 19:15:14 | 2012-02-09 15:27:46 | INC0016322 | 4 - High | Service Request | Closed |  | install realplayer | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-02-09 15:26:16 | 2617-01-06 00:00:00 | 2617-01-06 00:00:00 | Applications | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | installed as requested, sent follow up email | [NAME]
2012-02-08 19:19:19 | 2012-02-09 07:13:30 | INC0016324 | 4 - High | Incident | Closed |  | SBYMAS301 [NAME] | [NAME] | Intel Server Support | CI Not Found | Server/Data Center | Database/System | Outage | False | system |  | [NAME] | 2012-02-08 19:30:25 | 2616-05-06 00:00:00 | 2616-05-06 00:00:00 | NuGenesis Test | 2 to 20 Users Affected | [NAME] | False | 0 | Solved (Permanently) | this server is being migrated from SB to OMW | [NAME]
2012-02-08 19:22:49 | 2012-02-09 07:34:56 | INC0016325 | 5 - Medium | Service Request | Closed |  | DNS Entry Request for OLECM Dev | [NAME] | Intel Server Support | DNS | Network | Network Device | Request/Replace | False | system |  | [NAME] | 2012-02-08 19:23:33 | 2615-10-09 00:00:00 | 2615-10-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Created DNS alias - _x000D_ Name:    ip-0a2064c4.medimmune.com_x000D_ Address:  10.32.100.196_x000D_ Aliases:  olecm_dev.medimmune.com | [NAME]
2012-02-08 19:23:38 | 2012-02-09 07:32:30 | INC0016326 | 5 - Medium | Service Request | Closed |  | DNS Entry Request for OLECM QAS | [NAME] | Intel Server Support | DNS | Network | Network Device | Request/Replace | False | system |  | [NAME] | 2012-02-08 19:24:26 | 2615-08-21 00:00:00 | 2615-08-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Created Alias in DNS_x000D_ Name:    asqas0015.medimmune.com_x000D_ Address:  10.46.72.20_x000D_ Aliases:  olecm_qas.medimmune.com | [NAME]
2012-02-08 19:24:29 | 2012-02-09 07:34:08 | INC0016327 | 5 - Medium | Service Request | Closed |  | DNS Entry Request for OLECM Prod | [NAME] | Intel Server Support | DNS | Network | Network Device | Request/Replace | False | system |  | [NAME] | 2012-02-08 19:25:17 | 2615-07-01 00:00:00 | 2615-07-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Created DNS alias - _x000D_ Name:    usmd1asv015.medimmune.com_x000D_ Address:  10.15.24.15_x000D_ Aliases:  olecm.medimmune.com | [NAME]
2012-02-08 19:25:29 |  | [NAME] | 5 - Medium | Service Request | In Progress |  | Shivanna - PC Request Form - PCR11255 | Bannikuppe Shivanna | Deskside - Frederick | Desktop | Hardware | Computer | Request/Replace | True | BosherB |  | [NAME] | 2012-02-09 09:39:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-08 19:31:11 | 2012-02-09 14:37:26 | INC0016330 | 5 - Medium | Service Request | Closed |  | User requests new image | [NAME] | Deskside - Gaithersburg | Laptop | Printing | Application | Configuration | False | system |  | [NAME] | 2012-02-08 19:35:58 | 2614-05-25 00:00:00 | 2614-05-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | let user know he will need to call service desk to have printers installed. there is not a universal cure for XP | [NAME]
2012-02-08 19:33:17 | 2012-02-10 18:41:26 | [NAME] | 5 - Medium | Incident | Closed | Pending Part | Aegis printing error | [NAME] | Deskside - California | Aegis (Prod) | Printing | Application | Fault/Error | False | system |  | [NAME] | 2012-02-09 20:59:05 | 2732-04-30 00:00:00 | 2732-04-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Uninstalled Adobe Reader and [NAME]. Rebooted syste. [NAME]. Installed [NAME] . Checked File association s for PDF. Deleted Default printer. Added Default printer. Opened Aegis and tested document succcessfully. Installed [NAME]. 7.0 from server. | [NAME]
2012-02-08 21:28:57 | 2012-02-09 13:29:19 | INC0016338 | 5 - Medium | Service Request | Closed |  | access to Azer | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | New Request | False | system |  | [NAME] | 2012-02-08 21:52:30 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 | Azer | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Per Azer support team's request | [NAME]
2012-02-08 21:32:44 | 2012-02-09 14:15:00 | INC0016339 | 5 - Medium | Service Request | Closed |  | Add Contractor to "All Site" Distribution Lists | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Distribution List | False | system |  | [NAME] | 2012-02-09 04:08:36 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 | Distrabution list | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] has been added to All MedImmune Hayward and All MedImmune Santa Clara._x000D_ _x000D_ | [NAME]
2012-02-08 21:42:29 | 2012-02-08 21:53:38 | INC0016341 | 5 - Medium | Service Request | Closed |  | Unable to access to OWA | [NAME] | Service Desk | Outlook 2007 | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-08 21:53:38 | 2491-05-20 00:00:00 | 2491-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] created a new password using the computer he was located on. | [NAME]
2012-02-08 22:00:41 | 2012-02-14 09:50:02 | INC0016343 | 5 - Medium | Incident | Closed | Assigned External | Critical Alert (md3as051) | [NAME] | Service Desk | MD3AS051 | Hardware | Computer | Fault/Error | False | system | 2997470 | Stephanie Hightower | 2012-02-09 07:11:14 | 3201-01-17 00:00:00 | 3201-01-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | IBM states the Intel team cancelled this request. | Stephanie Hightower
2012-02-08 22:02:18 | 2012-02-08 22:20:48 | INC0016344 | 5 - Medium | Service Request | Closed |  | [NAME] client | [NAME] | Service Desk | AZ Intranet (YourAZ) | Network | Wired | Access Request | False | system |  | [NAME] | 2012-02-08 22:20:48 | 2491-05-20 00:00:00 | 2491-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Disconnected from network and reconnected. _x000D_ _x000D_ User able to connect fine.  However, he states that this typically happens every few weeks. _x000D_ _x000D_ -Anthony | [NAME]
2012-02-08 22:32:23 | 2012-02-14 07:44:25 | INC0016346 | 5 - Medium | Service Request | Closed | Assigned External | ezBuy access | [NAME] | Service Desk | CI Not Found | Account Admin | Modify | Access | False | system | 3003127 | [NAME] | 2012-02-08 22:42:10 | 3201-01-17 00:00:00 | 3201-01-17 00:00:00 | EZ BUY | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Closing ticket due to AZ asking [NAME] to test, [NAME] will call back if she still has issues._x000D_ | [NAME]
2012-02-09 01:10:31 | 2012-02-10 19:50:22 | INC0016347 | 6 - Low | Incident | Closed |  | Monitoring Ticket For C & R | [NAME] | CZ - Clinical & Regulatory - Support | SmartSupplies Forecast (Prod) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-09 01:12:36 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] | [NAME]
2012-02-09 01:14:20 | 2012-02-10 00:59:28 | INC0016348 | 6 - Low | Incident | Closed |  | Monitoring Ticket For EDM | [NAME] | CZ - Collaboration & BI - Support | SBYMAS096 | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-09 01:15:51 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | REsolved | [NAME]
2012-02-09 01:15:53 | 2012-02-10 01:42:55 | INC0016349 | 5 - Medium | Incident | Closed |  | Monitoring Ticket For EO | [NAME] | CZ - Enterprise Application - Support | SBYMAS006 | Applications | Business Applications | Fault/Error | False | system |  | Sridharan Balasubramanian | 2012-02-09 01:17:04 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | resolved | [NAME]
2012-02-09 01:17:06 | 2012-02-10 03:48:58 | INC0016350 | 6 - Low | Incident | Closed |  | Monitoring Ticket For G & A | [NAME] | CZ - G&A - Support | MD1AS172 | Applications | Business Applications | Fault/Error | False | system |  | Amit Sahoo | 2012-02-09 01:18:45 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | We have monitored all the FTP jobs and .Net Applications | Amit Sahoo
2012-02-09 02:26:43 | 2012-02-09 15:01:17 | INC0016351 | 5 - Medium | Service Request | Closed |  | Account Extension for [NAME] | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-09 02:31:41 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 | Account Extension | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account extended and manager notified | [NAME]
2012-02-09 02:37:48 | 2012-02-09 02:48:34 | INC0016352 | 5 - Medium | Service Request | Closed |  | Status has been updated to Completed.  Summary: Email: NT account extension | [NAME] | Service Desk | CI Not Found | Other | Other | Other | False | system |  | [NAME] | 2012-02-09 02:48:34 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 | NT Account | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Informed user about expiration date for their account. _x000D_ Via Service Now Ticket._x000D_ _x000D_ -Anthony | [NAME]
2012-02-09 02:49:24 | 2012-02-17 08:04:35 | INC0016354 | 5 - Medium | Service Request | Resolved |  | MedImmune User ID Renewal | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | KellyPa |  | [NAME] | 2012-02-09 02:55:26 | 00:00:00 |  | User ID Renewal | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Closing for no response | [NAME]
2012-02-09 03:47:10 | 2012-02-10 04:58:53 | INC0016357 | 6 - Low | Incident | Closed |  | Issue: Ticket for Monitoring R&D application | [NAME] | CZ - Research & Development - Support | Aperio US (Prod) | Applications | Business Applications | Performance | False | system |  | [NAME] | 2012-02-09 03:49:13 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] | [NAME]
2012-02-09 03:47:12 | 2012-02-09 05:44:28 | INC0016358 | 1 - Critical Outage | Service Request | Closed |  | [NAME] down in Cambridge | [NAME] | Network Level 2 | Wireless | Network | Wireless | Access Request | False | system |  |  | 2012-02-09 03:52:03 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 101 or more Users Affected | [NAME] | False | 0 | Solved (Permanently) | _________________________________________x000D_ From: [NAME], [NAME] _x000D_ Sent: Thursday, February 09, 2012 5:39 AM_x000D_ To: IT Support_x000D_ Subject: RE: INC0016361 - Cambridge Mediguest password is not authenticating users_x000D_ _x000D_ I can confirm Guest wireless is now working again_x000D_ _x000D_ Thanks Rob_x000D_ _x000D_ From: IS Service Desk [mailto:[EMAIL]] _x000D_ Sent: 09 February 2012 09:31_x000D_ To: [NAME], [NAME]; [NAME], Gignesh; [NAME], [NAME]; [NAME], Binal; White, [NAME]; [NAME], Anthony_x000D_ Subject: INC0016361 - Cambridge Mediguest password is not authenticating users_x000D_ _x000D_ Greetings, _x000D_  _x000D_  _x000D_ There is a major outage at the Cambridge site regarding the guest network. Could your team take a look into it on your side? _x000D_ The MIM team have been contacted via Voice Mail._x000D_  _x000D_  _x000D_ Thank you in advance. _x000D_ -Anthony _x000D_ T: 866.805.6660_x000D_  _x000D_ Please reply to the email for it will update the ticket as well. _x000D_  _x000D_ Ref:MSG0014207_x000D_ | [NAME]
2012-02-09 04:19:00 | 2012-02-09 05:42:15 | INC0016361 | 2 - Severe Outage | Incident | Closed |  | Cambridge Mediguest password is not authenticating users | [NAME] | Network Level 2 | Wireless | Network/Connectivity | Wireless | Access | False | system |  |  | 2012-02-09 04:22:40 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 101 or more Users Affected | [NAME] | False | 0 | Solved (Permanently) | _________________________________________x000D_ From: [NAME], [NAME] _x000D_ Sent: Thursday, February 09, 2012 5:39 AM_x000D_ To: IT Support_x000D_ Subject: RE: INC0016361 - Cambridge Mediguest password is not authenticating users_x000D_ _x000D_ I can confirm Guest wireless is now working again_x000D_ _x000D_ Thanks Rob_x000D_ _x000D_ From: IS Service Desk [mailto:[EMAIL]] _x000D_ Sent: 09 February 2012 09:31_x000D_ To: [NAME], [NAME]; [NAME], Gignesh; [NAME], [NAME]; [NAME], Binal; White, [NAME]; [NAME], Anthony_x000D_ Subject: INC0016361 - Cambridge Mediguest password is not authenticating users_x000D_ _x000D_ Greetings, _x000D_  _x000D_  _x000D_ There is a major outage at the Cambridge site regarding the guest network. Could your team take a look into it on your side? _x000D_ The MIM team have been contacted via Voice Mail._x000D_  _x000D_  _x000D_ Thank you in advance. _x000D_ -Anthony _x000D_ T: 866.805.6660_x000D_  _x000D_ Please reply to the email for it will update the ticket as well. _x000D_  _x000D_ Ref:MSG0014207_x000D_ | [NAME]
2012-02-09 04:40:06 | 2012-02-09 10:01:38 | INC0016363 | 5 - Medium | Incident | Closed | Pending Part | Need screen shots to complete QA Virtualization testing. | Saket Sinho | Service Desk | SAP BI (QAS) | Other | Other | Other | False | system |  |  | 2012-02-09 10:07:43 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | Saket Sinho | False | 2 | Solved (Permanently) | Sent screen shot to user. | [NAME]
2012-02-09 05:56:58 | 2012-02-09 17:31:19 | INC0016369 | 5 - Medium | Service Request | Closed |  | MI Major [NAME] (MD1AS049) | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  |  | 2012-02-09 06:53:34 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 | Monitoring console | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Alerts from MI Major Alerts (MD1AS049) can be ignored. If a call is received from IBM, inform the IBM technician that the alerts can be ignored. | [NAME]
2012-02-09 06:00:48 | 2012-02-09 07:26:34 | INC0016370 | 6 - Low | Incident | Closed |  | SBYMAS311 maxed out on terminal connections | [NAME] | Intel Server Support | 3.5 VM Cluster (OMW) | Server/Data Center | Database/System | Access | False | system |  | [NAME] | 2012-02-09 06:11:00 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | logged off inactive users | [NAME]
2012-02-09 06:24:16 | 2012-02-15 17:26:41 | INC0016371 | 5 - Medium | Service Request | Closed |  | Microsoft web meeting. | [NAME] | Deskside - PA | CI Not Found | Applications | OS | Configuration | False | system |  | [NAME] | 2012-02-09 06:56:18 | 3201-01-17 00:00:00 | 3201-01-17 00:00:00 | Microsoft Live meeting | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Working Properly | [NAME]
2012-02-09 06:59:54 | 2012-02-09 08:22:27 | INC0016372 | 5 - Medium | Incident | Closed | Pending Customer | Locked out of the Medi PRD SAP system | [NAME] | CZ - SAP Administration | SAP BSI (Prod) | Account Admin | General | Access | False | system |  |  | 2012-02-09 07:02:38 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | User account is unlocked and password is reset. | [NAME]
2012-02-09 07:11:18 | 2012-02-09 10:26:29 | INC0016374 | 5 - Medium | Incident | Closed |  | Need Member Access for Groups | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | Applications | COTS | Access | False | system |  | [NAME] | 2012-02-09 07:17:48 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Venugopal Balaji has been added to the Clinical & Regulatory support group. [NAME] has already been added to that group. | [NAME]
2012-02-09 07:25:33 | 2012-02-09 13:03:34 | INC0016376 | 5 - Medium | Service Request | Closed |  | MD1as168 and MD1AS065 needs space | Venkatesh Srinivasan | Service Desk | MD1AS168 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  | [NAME] | 2012-02-09 07:56:40 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Work Around) | compressed the old files using the disk cleanup utility to free up 3GB on MD1AS065 and 14GB on MD1AS168 | [NAME]
2012-02-09 07:31:46 | 2012-02-09 07:58:12 | INC0016377 | 1 - Critical Outage | Incident | Closed |  | Active Directory Alarms on Orion (GBCB1DSV002) | [NAME] | Intel Server Support | AD (Active Directory) Account | Applications | Business Applications | Outage | False | system |  | [NAME] | 2012-02-09 07:35:04 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 101 or more Users Affected | [NAME] | False | 0 | Solved (Permanently) | Server hung at login, softreboot of the server has resolved the issues and all stable | [NAME]
2012-02-09 07:50:29 | 2012-02-09 11:19:13 | INC0016380 | 1 - Critical Outage | Incident | Closed |  | Exchange 2003 in Unknown state | [NAME] | Command Center | Exchange 2010 | Applications | OS | Fault/Error | False | system |  | [NAME] | 2012-02-09 08:19:31 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 101 or more Users Affected | [NAME] | False | 1 | Solved (Work Around) | We will have a permanent solution in place within 2 weeks. | [NAME]
2012-02-09 07:53:52 | 2012-02-09 10:20:30 | INC0016381 | 5 - Medium | Service Request | Closed |  | Home drive unmaps | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Shared Folder | False | system |  | Rankit Thakkar | 2012-02-09 07:59:15 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 | drive unmaps | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolved. | Rankit Thakkar
2012-02-09 07:56:47 | 2012-02-10 11:49:25 | INC0016382 | 5 - Medium | Incident | Closed | Pending Customer | battery not working | [NAME] | Deskside - Gaithersburg | Battery | Hardware | Peripheral | Outage | False | system |  | [NAME] | 2012-02-09 08:00:53 | 2727-12-10 00:00:00 | 2727-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-10-12 I have spoken with the customer and a member of IS has already issued the customer with a replacement battery. | [NAME]
2012-02-09 08:07:55 | 2012-02-10 10:30:01 | INC0016384 | 5 - Medium | Service Request | Closed |  | Unable to log into eLMS | [NAME] | Accounts Administration | Elements | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-09 08:11:17 | 2726-08-22 00:00:00 | 2726-08-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Updated employee number and notified support team | [NAME]
2012-02-09 08:14:26 | 2012-02-09 10:03:57 | INC0016385 | 5 - Medium | Service Request | Closed |  | wants a daily report on how the service desk is performing through service-now. | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-09 08:16:58 | 2607-04-17 00:00:00 | 2607-04-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Report created and scheduled to run daily | [NAME]
2012-02-09 08:16:26 | 2012-02-10 12:14:44 | [NAME] | 5 - Medium | Service Request | In Progress |  | Remote Acrobat Writer from XP machine and install on Windows 7 machine instead | [NAME] | Deskside - Gaithersburg | [NAME] | Applications | Business Applications | Install/Remove | True | [NAME] |  | [NAME] | 2012-02-10 14:12:33 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 1 | Solved First Call by Service Desk | Informed user that there is no way to transfer programs. | [NAME]
2012-02-09 08:19:26 | 2012-02-14 08:36:10 | INC0016387 | 5 - Medium | Service Request | Closed | Pending Customer | [NAME] webcam driver on her X200 | [NAME] | Service Desk | Other | Hardware | Computer | Configuration | False | system |  | [NAME] |  | 3079-07-30 00:00:00 | 3079-07-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | successfully installed and verified drivers requested by user for her webcam. | [NAME]
2012-02-09 08:20:33 | 2012-02-10 08:01:48 | INC0016388 | 5 - Medium | Incident | Resolved | Pending Customer | Images Shaking and distorted on the  Monitor | [NAME] | Deskside - Gaithersburg | Monitor | Hardware | Peripheral | Performance | True | GeorgeMa |  | [NAME] | 2012-02-10 09:00:56 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 1 | Solved (Work Around) | user will order a new monitor. | [NAME]
2012-02-09 08:20:41 | 2012-02-09 08:55:16 | INC0016389 | 5 - Medium | Incident | Closed |  | Outlook needs to be reconfigured | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Access | False | system |  | Stephanie Hightower | 2012-02-09 08:55:16 | 2606-04-07 00:00:00 | 2606-04-07 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Remoted to clients machine and logged off the technicians profile. Had client log in under his own credentials._x000D_ He was able to access his outlook. | Stephanie Hightower
2012-02-09 08:28:54 | 2012-02-09 08:57:47 | INC0016390 | 5 - Medium | Incident | Closed |  | Outlook is Prompting her for password | [NAME] | Service Desk | Outlook 2003 | Account Admin | General | General | False | system |  | [NAME] | 2012-02-09 08:36:14 | 2604-11-30 00:00:00 | 2604-11-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reset password but her account needs to be extended. She will not be able to log in until that happens. | [NAME]
2012-02-09 08:30:32 | 2012-02-09 08:42:19 | [NAME] | 5 - Medium | Incident | Closed |  | outlook printing in landscape and on legal | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-09 08:42:19 | 2604-08-24 00:00:00 | 2604-08-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Changed the settings in page setup tested and it worked | [NAME]
2012-02-09 08:33:52 | 2012-02-09 08:35:59 | INC0016392 | 5 - Medium | Service Request | Closed |  | Needs Home Directory Created. | Thomas Fries | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Home Folder | False | system |  | Rankit Thakkar | 2012-02-09 08:35:25 | 2604-02-06 00:00:00 | 2604-02-06 00:00:00 |  | 1-2 Users Affected | Rankit Thakkar | False | 0 | Solved (Permanently) | Created Home Directory Folder. | Rankit Thakkar
2012-02-09 08:36:22 | 2012-02-15 13:45:20 | INC0016393 | 5 - Medium | Incident | Closed | Pending Customer | [NAME] Not working Correctly | [NAME] | Voice | [NAME] | Telephony | [NAME] | Access | False | system |  | [NAME] | 2012-02-13 15:23:06 | 3195-01-27 00:00:00 | 3195-01-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 5 | Solved (Permanently) | I was able to leave a test message... | [NAME]
2012-02-09 08:38:39 | 2012-02-16 16:59:20 | INC0016394 | 5 - Medium | Incident | Resolved | Pending Customer | Excel is Shutting down | [NAME] | Deskside - Gaithersburg | Excel 2003 | Applications | COTS | Access | True | GeorgeMa |  | [NAME] | 2012-02-09 09:19:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Replaced the T60-L3MKM56  [PHONE] with T61-L3AGA1W [PHONE] and configured | [NAME]
2012-02-09 08:45:14 |  | INC0016397 | 5 - Medium | Incident | Pending | Pending Part | Unable to log into Elements | [NAME] | CZ - Enterprise Application - Support | Elements | Applications | Business Applications | Access | True | BlackborowS |  | [NAME] | 2012-02-09 11:09:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-09 08:48:35 | 2012-02-09 09:49:43 | INC0016399 | 5 - Medium | Service Request | Closed |  | User unable to access to the Intranet Homepage | [NAME] | Service Desk | Intranet - MediZone (Prod) | Account Admin | New | Access | False | system |  | [NAME] | 2012-02-09 09:04:11 | 2601-09-06 00:00:00 | 2601-09-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Added the homepage to the user's trusted site. | [NAME]
2012-02-09 08:50:16 | 2012-02-09 11:08:09 | INC0016400 | 5 - Medium | Service Request | Closed |  | Needs Adobe Writer added to machine | [NAME] | Service Desk | CI Not Found | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-02-09 09:13:55 | 2601-05-28 00:00:00 | 2601-05-28 00:00:00 | Adobe Writer Install | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - Duplicate request. Please refer to 16419 | [NAME]
2012-02-09 08:52:32 | 2012-02-09 09:46:05 | INC0016402 | 5 - Medium | Service Request | Closed |  | account extension | Daniel Ingber | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | Rankit Thakkar | 2012-02-09 09:12:38 | 2601-01-12 00:00:00 | 2601-01-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Extended Till May 7th 2012 | Rankit Thakkar
2012-02-09 08:54:56 | 2012-02-14 13:46:11 | INC0016403 | 5 - Medium | Incident | Closed |  | users name does not display in GAL. | [NAME] | Service Desk | Outlook 2003 | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-09 15:00:06 | 3073-09-29 00:00:00 | 3073-09-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | EU called in to follow up_x000D_ -Webexed into his device_x000D_ -was able to disable cached mode and issue was resolved | [NAME]
2012-02-09 08:55:44 | 2012-02-09 09:46:40 | INC0016404 | 5 - Medium | Service Request | Closed |  | Account extension | Daniel Ingber | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | Rankit Thakkar | 2012-02-09 09:13:37 | 2600-07-04 00:00:00 | 2600-07-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Extended Till May 7th 2012 | Rankit Thakkar
2012-02-09 08:55:44 | 2012-02-13 08:58:00 | INC0016405 | 5 - Medium | Incident | Closed | Pending Customer | Account Disable | [NAME] Proctor | Accounts Administration | AD (Active Directory) Account | Account Admin | General | General | False | system |  | [NAME] | 2012-02-09 08:58:09 | 2955-05-03 00:00:00 | 2955-05-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts Disabled, email hid, tickets sent  to voice and deskside. | [NAME]
2012-02-09 08:56:02 | 2012-02-09 09:59:49 | INC0016406 | 5 - Medium | Service Request | Closed |  | account extension | Daniel Ingber | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | Rankit Thakkar | 2012-02-09 09:14:21 | 2600-06-16 00:00:00 | 2600-06-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Extended Till May 7th 2012_x000D_ | Rankit Thakkar
2012-02-09 08:58:18 | 2012-02-09 10:56:46 | INC0016408 | 5 - Medium | Incident | Closed |  | Please remove from voice and phone | [NAME] Proctor | Deskside - Gaithersburg | [NAME] | Account Admin | General | General | False | system |  | [NAME] | 2012-02-09 10:29:07 | 2954-11-30 00:00:00 | 2954-11-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Accounts Disabled, email hid, tickets sent  to voice and deskside. | [NAME]
2012-02-09 09:00:11 | 2012-02-09 09:52:54 | INC0016409 | 5 - Medium | Service Request | Closed |  | Login Account Expiration | Deepti Cole | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-09 09:05:06 | 2599-10-10 00:00:00 | 2599-10-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] account has been extended until 5/7/12. | [NAME]
2012-02-09 09:03:19 | 2012-02-09 09:21:09 | INC0016410 | 5 - Medium | Service Request | Pending | Assigned External | request for update on IBM ticket. | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | LuccaM | 2998042 | [NAME] | 2012-02-09 09:21:09 | 00:00:00 |  | IBM Ticket | 1-2 Users Affected | [NAME] | True | 0 | Solved (Work Around) | gave user an update based on the information IBM had given me. | [NAME]
2012-02-09 09:04:05 | 2012-02-09 11:25:21 | INC0016411 | 5 - Medium | Incident | Closed | Pending Customer | R: Drive in Cambridge - which server is it located on. | Sathish Kumar | Service Desk | CI Not Found | Server/Data Center | Database/System | Access | False | system |  | Stephanie Hightower | 2012-02-09 09:09:38 | 2599-02-18 00:00:00 | 2599-02-18 00:00:00 | R:Drive | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Client called to cancel this request. He no longer needs this | Stephanie Hightower
2012-02-09 09:04:29 | 2012-02-09 15:19:11 | INC0016412 | 5 - Medium | Service Request | Closed |  | H: New Hire asking about his home Folder | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Home Folder | False | system |  | Rankit Thakkar | 2012-02-09 09:10:11 | 2599-01-25 00:00:00 | 2599-01-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Created a Home Directory folder for the user ([NAME]) with Modify Rights. | Rankit Thakkar
2012-02-09 09:08:40 | 2012-02-15 16:12:40 | INC0016414 | 5 - Medium | Incident | Closed |  | New folder on "E" drive. Owner of folder needs access to it | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-09 09:55:25 | 3189-10-07 00:00:00 | 3189-10-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Assigned Full Control rights to Traci after getting approval. | [NAME]
2012-02-09 09:12:10 | 2012-02-09 14:11:55 | INC0016417 | 4 - High | Incident | Closed |  | [NAME]'s computer has crashed. He has a blue screen | [NAME] | Executive Support | CI Not Found | Hardware | Computer | Performance | False | system |  | Stefon Elliott | 2012-02-09 12:59:57 | 2597-10-21 00:00:00 | 2597-10-21 00:00:00 | Hardware | 1-2 Users Affected | Stephanie Hightower | False | 1 | Solved (Permanently) | This issues has been resolved. Reset machine Bios and was able to recover data. No further action required. | Stefon Elliott
2012-02-09 09:14:14 | 2012-02-17 15:46:50 | INC0016419 | 5 - Medium | Service Request | Resolved |  | Needs [NAME] installed | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Install/Remove | True | KeyserM |  | [NAME] | 2012-02-09 09:25:16 | 00:00:00 |  | Adobe Writer Install | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Installed adobe acrobat X and works fine. | [NAME]
2012-02-09 09:15:29 | 2012-02-13 14:44:04 | INC0016421 | 5 - Medium | Service Request | Closed |  | Off Boarding | [NAME] Weeks | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-09 09:24:02 | 2952-02-03 00:00:00 | 2952-02-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account disabled, email hid, sent tickets to voice and deskside. | [NAME]
2012-02-09 09:17:02 | 2012-02-09 10:35:55 | INC0016423 | 5 - Medium | Incident | Closed |  | [NAME] not being sent to Outlook | [NAME] | Voice | [NAME] | Telephony | [NAME] | Fault/Error | False | system |  | [NAME] | 2012-02-09 09:28:56 | 2597-01-02 00:00:00 | 2597-01-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | voice mail account was pointing to the wrong exchange server.  After I made the change, the integration was successful... | [NAME]
2012-02-09 09:17:35 | 2012-02-09 09:33:14 | INC0016424 | 5 - Medium | Service Request | Closed |  | Request to Install XLfit | [NAME] | Service Desk | Excel 2003 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-09 09:33:13 | 2596-11-30 00:00:00 | 2596-11-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Remote into the user's PC and installed the software_x000D_ Extracted to [NAME] and ran xlfit .exe | [NAME]
2012-02-09 09:17:55 | 2012-02-09 09:34:20 | [NAME] | 5 - Medium | Incident | Closed |  | Share drive is missing | Teresita Perez | Service Desk | CI Not Found | Other | Other | Other | False | system |  | [NAME] | 2012-02-09 09:34:20 | 2596-11-10 00:00:00 | 2596-11-10 00:00:00 | share drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Drive was renamed H drive. | [NAME]
2012-02-09 09:20:08 | 2012-02-09 10:02:47 | INC0016428 | 5 - Medium | Service Request | Closed |  | Change name for VIVA reports | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | CMDB | Update Item | False | system |  | [NAME] | 2012-02-09 09:23:53 | 2596-06-30 00:00:00 | 2596-06-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reports and the emails that deliver them have been renamed accordingly. | [NAME]
2012-02-09 09:21:22 | 2012-02-09 10:56:46 | INC0016429 | 5 - Medium | Incident | Closed |  | Computer Retrieval | [NAME] Proctor | Deskside - Gaithersburg | Desktop | Account Admin | General | General | False | system |  | [NAME] | 2012-02-09 09:36:22 | 2596-04-17 00:00:00 | 2596-04-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | removed extension from phone as requested | [NAME]
2012-02-09 09:21:56 | 2012-02-09 09:38:11 | INC0016430 | 5 - Medium | Incident | Closed |  | Issue: sbymas081- Nugenesis Dev server down unable to connect and ping the serve | [NAME] | Intel Server Support | NuGenesis US (Prod) | Applications | Business Applications | Fault/Error | False | system |  |  | 2012-02-09 09:23:32 | 2596-03-14 00:00:00 | 2596-03-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | this server is being migrated from SB to OMW | [NAME]
2012-02-09 09:29:00 | 2012-02-13 06:40:48 | INC0016432 | 5 - Medium | Incident | Closed |  | Load CD-ON-MEDI-573-1028_Hub_Config_File | [NAME] | CZ - Clinical & Regulatory - Support | CI Not Found | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-09 09:40:27 | 2949-11-14 00:00:00 | 2949-11-14 00:00:00 | Clinical Support | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | The study CD-ON-MEDI-573-1028 V2.0 Hub configuration has been completed. | [NAME]
2012-02-09 09:43:41 | 2012-02-14 07:31:55 | INC0016442 | 5 - Medium | Incident | Closed | Pending Customer | Outlook issues - unable to create an appointment in calendar | Caprice DeLaTorre | Service Desk | Outlook 2003 | Applications | Outlook | Performance | False | system |  | Stephanie Hightower | 2012-02-09 09:48:08 | 3065-09-26 00:00:00 | 3065-09-26 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Not Solved (3 Strike) | Placing this request in the resolved status.  Client has not reponded to communication attempts. | Stephanie Hightower
2012-02-09 09:43:46 | 2012-02-13 09:00:18 | INC0016443 | 5 - Medium | Incident | Closed | Pending Customer | Account Disable | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | General | General | False | system |  | [NAME] | 2012-02-09 09:45:03 | 2947-06-12 00:00:00 | 2947-06-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts Disabled, email hid, tickets sent  to voice and deskside. | [NAME]
2012-02-09 09:45:04 | 2012-02-15 15:19:51 | INC0016445 | 5 - Medium | Service Request | Closed | Assigned External | Locked out of SAP | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | [NAME] | False | system | 2998115 | [NAME] | 2012-02-09 10:02:25 | 3183-10-15 00:00:00 | 3183-10-15 00:00:00 | SAP ARP | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Called AZ helpdesk for update...ticket has resolve and account has been unlocked _x000D_ CAlled user, left VM stating account is unlocked and ticket will be resolved. | [NAME]
2012-02-09 09:48:58 | 2012-02-13 09:00:18 | INC0016448 | 5 - Medium | Incident | Closed | Pending Customer | Computer Retrevial | [NAME] | Deskside - Field Sales | Desktop | Account Admin | General | General | False | system |  | [NAME] | 2012-02-10 08:39:16 | 2946-08-04 00:00:00 | 2946-08-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Accounts Disabled, email hid, tickets sent  to voice and deskside. | [NAME]
2012-02-09 09:52:38 | 2012-02-11 20:28:16 | INC0016450 | 5 - Medium | Incident | Closed |  | Retreive Phone/Voicemail | [NAME] | Deskside - Field Sales | [NAME] | Account Admin | General | General | False | system |  | [NAME] | 2012-02-10 08:21:50 | 2945-12-27 00:00:00 | 2945-12-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Accounts Disabled, email hid, tickets sent  to voice and deskside. | [NAME]
2012-02-09 09:53:40 | 2012-02-13 12:02:26 | INC0016452 | 5 - Medium | Incident | Closed |  | Unable to view others availabilities in Outlook | Faith [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-09 10:00:49 | 2945-10-26 00:00:00 | 2945-10-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Per Faith [NAME] (EU); I just checked and I can see AZ colleagues' availability in Outlook. | [NAME]
2012-02-09 10:02:28 | 2012-02-09 11:32:48 | INC0016456 | 5 - Medium | Service Request | Closed |  | Needs Main Clinic Line added to another extension | [NAME] | IMAC Coordinator | CI Not Found | Telephony | Line/Circuit | Request/Replace | False | system |  | [NAME] | 2012-02-09 11:14:06 | 2589-07-17 00:00:00 | 2589-07-17 00:00:00 | Phone Line | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | GH, set up phones like requested wanted. called user to inform. | [NAME]
2012-02-09 10:02:31 | 2012-02-09 10:11:43 | INC0016457 | 5 - Medium | Service Request | Closed |  | User wants to set up a share point sight. | [NAME] |  | Sharepoint (Prod) | Applications | Business Applications | Configuration | False | system |  | [NAME] |  | 2589-07-14 00:00:00 | 2589-07-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Placed a call to the user.  I asked him to email [NAME].   he said he would | [NAME]
2012-02-09 10:03:47 | 2012-02-09 17:32:28 | INC0016458 | 5 - Medium | Service Request | Closed |  | MI Major [NAME] | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | Access Request | False | system |  |  | 2012-02-09 10:08:09 | 2589-04-29 00:00:00 | 2589-04-29 00:00:00 | monitoring console | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Issues regarding MI Major [NAME] from IBM can be ignored. | [NAME]
2012-02-09 10:03:49 | 2012-02-17 12:40:45 | INC0016459 | 5 - Medium | Incident | Resolved | Pending Customer | Off Board Weibing Sheng | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | General | General | True | StilesH |  | [NAME] | 2012-02-09 10:06:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Child tickets closed. | [NAME]
2012-02-09 10:07:24 | 2012-02-09 10:11:50 | INC0016461 | 5 - Medium | Incident | Closed |  | Multiple software issues. | [NAME] | Deskside - PA | Laptop | Network/Connectivity | Wired | Access | False | system |  | [NAME] | 2012-02-09 10:10:49 | 2588-09-24 00:00:00 | 2588-09-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | All issues resolved. | [NAME]
2012-02-09 10:07:44 | 2012-02-16 16:50:22 | INC0016462 | 5 - Medium | Incident | Resolved |  | Retrieve Computer | [NAME] | Deskside - Gaithersburg | Desktop | Account Admin | General | General | True | StilesH |  | [NAME] | 2012-02-09 10:10:29 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Child tickets closed. | [NAME]
2012-02-09 10:10:43 | 2012-02-16 16:45:25 | INC0016464 | 5 - Medium | Incident | Resolved |  | Retreive Phone | [NAME] | Deskside - Gaithersburg | [NAME] | Account Admin | General | General | True | StilesH |  | [NAME] | 2012-02-09 10:27:24 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Child tickets closed. | [NAME]
2012-02-09 10:11:47 | 2012-02-10 12:48:58 | INC0016465 | 5 - Medium | Service Request | Closed | Pending Customer | Needs readable access granted to a list of Users | LeeAndria Wills | Accounts Administration | CI Not Found | Account Admin | Modify | Access | False | system | 2908770 | [NAME] | 2012-02-09 11:13:19 | 2706-04-17 00:00:00 | 2706-04-17 00:00:00 | Access | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The following users have been granted Read Only access for the RDOS Calendar: _x000D_  _x000D_ Booth, Coreen _x000D_ [NAME], Uwe _x000D_ Bell, [NAME] _x000D_ [NAME], Jan _x000D_ [NAME], [NAME] _x000D_ Bishop, [NAME] _x000D_ [NAME], [NAME] _x000D_ Thompson, Julia _x000D_ Sarni, Lisa _x000D_ [NAME], [NAME] _x000D_ [NAME], [NAME]; _x000D_ [NAME], [NAME]; _x000D_ Scharf, Orit _x000D_ [NAME], [NAME] _x000D_ Gammons, [NAME] _[NAME]_ Shah, Priti _x000D_ Cochrane, [NAME] _x000D_ [NAME], [NAME] _x000D_ Joelsson, [NAME] _x000D_  _x000D_ The following users have Read, and Edit rights for the [NAME] email inbox: _x000D_  _x000D_ Bell, [NAME] _x000D_ Tadikonda, Kalyan _x000D_ | [NAME]
2012-02-09 10:14:11 | 2012-02-09 13:54:16 | INC0016467 | 4 - High | Service Request | Closed |  | Contractor account extension | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-09 10:50:46 | 2587-08-14 00:00:00 | 2587-08-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User account extended for another 90 days | [NAME]
2012-02-09 10:14:40 | 2012-02-09 14:25:26 | INC0016469 | 5 - Medium | Incident | Closed |  | IBM MedImmune Operations (email has been sent) | [NAME] | Service Desk | PA2ER002 | Server/Data Center | Hardware | Fault/Error | False | system |  | [NAME] | 2012-02-09 10:38:17 | 2587-07-16 00:00:00 | 2587-07-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved | [NAME] (resolved per [NAME]) | [NAME]
2012-02-09 10:16:34 | 2012-02-09 10:25:40 | INC0016470 | 5 - Medium | Service Request | Closed |  | User called to get account reinstated | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | Rankit Thakkar | 2012-02-09 10:21:36 | 2587-03-24 00:00:00 | 2587-03-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account Extended till May 8th, 2012 | Rankit Thakkar
2012-02-09 10:26:19 | 2012-02-13 08:59:53 | INC0016471 | 5 - Medium | Incident | Closed | Pending Customer | internet connection | [NAME] | Deskside - Gaithersburg | Internet Explorer 7 | Applications | COTS | Access | False | system |  | [NAME] | 2012-02-09 10:44:36 | 2940-06-15 00:00:00 | 2940-06-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Ran all disk cleanup and system tools to resove the issue | [NAME]
2012-02-09 10:33:31 |  | INC0016474 | 5 - Medium | Incident | Pending | Assigned External | Problem With Compute Node | [NAME] | Service Desk | MD1AS275M | Hardware | Computer | Fault/Error | True | [NAME] | 2998275 | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-09 10:44:58 | 2012-02-14 09:03:17 | INC0016476 | 5 - Medium | Service Request | In Progress | Pending Customer | conference room set up | [NAME] | Accounts Administration | Outlook 2003 | Applications | Outlook | Configuration | True | NguyenQ | N/A | [NAME] | 2012-02-14 07:52:08 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | A room mailbox has created for Conference rooms A101 and A126. | [NAME]
2012-02-09 10:51:54 | 2012-02-22 10:30:59 | INC0016481 | 5 - Medium | Service Request | In Progress |  | PC Request | [NAME] | IMAC Coordinator | CI Not Found | Hardware | Computer | Request/Replace | True | HerronG |  | [NAME] | 2012-02-16 09:55:39 | 00:00:00 |  | laptop request | 1-2 Users Affected | [NAME] | True | 1 |  |  | [NAME]
2012-02-09 10:54:25 | 2012-02-09 12:53:45 | INC0016484 | 5 - Medium | Service Request | Closed |  | Machine is running a little slow | [NAME] | Deskside - Gaithersburg | Laptop | Applications | OS | Configuration | False | system |  | [NAME] | 2012-02-09 10:58:07 | 2581-01-03 00:00:00 | 2581-01-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS [NAME] has been performed on the machine. Temp files have also been cleared. | [NAME]
2012-02-09 10:56:18 | 2012-02-15 16:43:31 | INC0016485 | 5 - Medium | Incident | Closed | Pending Customer | Unable to access eLMS | [NAME] | CZ - Enterprise Application - Support | Elements | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-09 10:57:20 | 3172-02-01 00:00:00 | 3172-02-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user able to login | [NAME]
2012-02-09 10:58:02 | 2012-02-15 09:32:22 | INC0016489 | 5 - Medium | Incident | Closed | Pending Customer | Unable to log into Kumunity | [NAME] |  | CI Not Found | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-09 13:11:42 | 3171-10-20 00:00:00 | 3171-10-20 00:00:00 | Kuminity | 1-2 Users Affected | [NAME] | False | 1 | Solved (Work Around) | [NAME] from Kimunity is working with them to get access.  We  don't have access to their system. | [NAME]
2012-02-09 10:58:13 | 2012-02-17 16:30:19 | INC0016490 | 5 - Medium | Service Request | Resolved |  | Unable to login to Windows | Nuria Torres | Deskside - Gaithersburg | Laptop | Applications | OS | Configuration | True | SuttonJo |  | [NAME] | 2012-02-09 10:59:57 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-17-12 There appeared to be an issue with the OS. I have re-imaged the machine and returned it to the customer. | [NAME]
2012-02-09 10:59:48 | 2012-02-10 08:38:49 | INC0016493 | 5 - Medium | Incident | Closed |  | Sync Error in iPad | [NAME] | CZ - Commercial - Support | MI Mosaic (Offline) | Applications | Mobile Applications | Error/Bug | False | system |  | Ashwin Kumar | 2012-02-09 11:06:47 | 2698-05-27 00:00:00 | 2698-05-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | This error can be ignored because it does not stop sync, but this has been forwarded VEEVA (L3) for proper resolution. | [NAME]
2012-02-09 11:04:23 | 2012-02-09 11:10:48 | INC0016495 | 5 - Medium | Incident | Closed |  | got a new battery for laptop now cannot get any network access | [NAME] | Service Desk | Outlook 2003 | Network/Connectivity | Wired | Access | False | system |  | [NAME] | 2012-02-09 11:10:48 | 2579-05-16 00:00:00 | 2579-05-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | issue self resolved itself. _x000D_ had user uncheck work offline in outlook. | [NAME]
2012-02-09 11:21:33 | 2012-02-22 16:14:48 | INC0016499 | 5 - Medium | Service Request | Resolved | Pending Customer | Local Printer install - HP Office Jet 6000 | [NAME] | Deskside - Gaithersburg | Printer | Hardware | Peripheral | Configuration | True | SuttonJo |  | [NAME] | 2012-02-09 11:39:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-22-12 The printer has been installed and tested. | [NAME]
2012-02-09 11:26:01 |  | INC0016503 | 5 - Medium | Service Request | Pending | Assigned External | called about ticket 2973806 but would like to have excel 2007 installed | Pushkala Subramanian | Service Desk | Excel 2003 | Applications | Business Applications | Software Install | True | WoodsV | 2973806 | [NAME] | 2012-02-09 11:37:40 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-09 11:27:09 |  | INC0016504 | 5 - Medium | Service Request | Pending | Pending Customer | [NAME] - add to domain | Nishit Jain | Deskside - Frederick | CI Not Found | Hardware | Computer | Configuration | True | BosherB |  | [NAME] | 2012-02-10 16:32:20 | 00:00:00 |  | computer configuration | 1-2 Users Affected | [NAME] | False | 3
2012-02-09 11:28:24 | 2012-02-09 11:34:05 | INC0016505 | 5 - Medium | Service Request | Closed |  | SDN Distribution Summary - Review - For 02/03/2012 | [NAME] | CZ - Commercial - Support | Other | Other | Other | Other | False | system |  | [NAME] | 2012-02-09 11:32:05 | 2575-06-05 00:00:00 | 2575-06-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | SDN Distribution Summary - Review - For 02/03/2012 - Completed | [NAME]
2012-02-09 11:34:37 | 2012-02-09 16:22:29 | INC0016506 | 5 - Medium | Service Request | Closed |  | Issues with my machine | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-09 11:46:51 | 2574-05-28 00:00:00 | 2574-05-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-09-12 The file converter seemed to be in working order. Auto login has been switched off. I have also re-created the normal.dot file and re-installed Office. Outlook is responding quicker and typing is no longer delayed. The disk was analyzed and there was no need for a defrag. | [NAME]
2012-02-09 11:35:44 | 2012-02-09 11:38:33 | INC0016507 | 5 - Medium | Service Request | Closed |  | AMS Report - Generation - 20120206 | Marion Pridgen | CZ - Commercial - Support | Other | Other | Other | Other | False | system |  | [NAME] | 2012-02-09 11:38:06 | 2574-03-22 00:00:00 | 2574-03-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | AMS Report - Generation - 20120206 - Completed | [NAME]
2012-02-09 11:40:36 | 2012-02-09 14:02:09 | INC0016508 | 5 - Medium | Incident | Closed |  | No able to access the H: Drive | [NAME] | Accounts Administration | CI Not Found | Server/Data Center | Database/System | Access | False | system |  | Rankit Thakkar | 2012-02-09 12:19:13 | 2573-06-03 00:00:00 | 2573-06-03 00:00:00 | H: Drive Access | 1-2 Users Affected | Stephanie Hightower | False | 1 | Solved (Permanently) | Granted proper access to user's home directory._x000D_ _x000D_ User to log-out and log-in to see the changes. | Rankit Thakkar
2012-02-09 11:40:38 | 2012-02-10 13:43:29 | INC0016509 | 5 - Medium | Service Request | Closed | Assigned External | Aegis Account locked | Can Nhan | Service Desk | Aegis (Dev) | Applications | Business Applications | [NAME] | False | system | OIS-SVC-1143 | [NAME] | 2012-02-09 12:00:59 | 2691-09-11 00:00:00 | 2691-09-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account lock was removed. | [NAME]
2012-02-09 11:42:49 | 2012-02-09 12:08:04 | INC0016510 | 5 - Medium | Service Request | Closed |  | needs an extra docking station | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-09 11:46:43 | 2573-01-21 00:00:00 | 2573-01-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Mentioned user that IT not providing any extra dockstation for X201 | [NAME]
2012-02-09 11:44:26 | 2012-02-09 11:51:07 | INC0016511 | 5 - Medium | Service Request | Closed |  | Install new keyboard | [NAME] | Service Desk | Keyboard | Hardware | Peripheral | Request For Information | False | system |  | [NAME] | 2012-02-09 11:51:07 | 2572-10-16 00:00:00 | 2572-10-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I advised him to skip the install step and try to configure it without it, he will call back if he runs into any issues | [NAME]
2012-02-09 11:48:35 | 2012-02-13 11:10:19 | INC0016512 | 5 - Medium | Incident | Closed |  | unable to view certain links in sharepoint | [NAME] | Executive Gold - Gaithersburg | Internet Explorer 6 | Network/Connectivity | Wireless | Performance | False | system |  | Farzin Saghri | 2012-02-09 12:01:43 | 2926-12-10 00:00:00 | 2926-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Update users java to 6_14. Reinstalled adobe flash as it was not working. Issue resolved. Advised user to call me back directly if the issue comes up again. | Farzin Saghri
2012-02-09 11:49:02 | 2012-02-09 12:24:37 | INC0016513 | 5 - Medium | Incident | Closed |  | The VM Needs to be rebooted | [NAME] | Intel Server Support | MD1VM085 | Hardware | Computer | Fault/Error | False | system |  | [NAME] | 2012-02-09 11:57:29 | 2572-01-14 00:00:00 | 2572-01-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Server hung restarted | [NAME]
2012-02-09 11:49:36 | 2012-02-09 12:04:19 | INC0016514 | 5 - Medium | Service Request | Closed |  | User requesting Hardware - Monitor and Keyboard | [NAME] | Deskside - Gaithersburg | Monitor | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-09 11:52:31 | 2571-12-11 00:00:00 | 2571-12-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | provided keyboard and monitor, sent follow up email | [NAME]
2012-02-09 11:50:27 | 2012-02-09 11:57:52 | INC0016515 | 5 - Medium | Service Request | Closed |  | Citrix outlook is making the user reconfigure | [NAME] |  | Outlook 2003 | Account Admin | Modify | Access | False | system |  | [NAME] |  | 2571-10-21 00:00:00 | 2571-10-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Outlook let her in after she completed the setup wizard | [NAME]
2012-02-09 11:58:01 | 2012-02-09 12:03:31 | INC0016518 | 5 - Medium | Service Request | Closed |  | Locked out of computer. | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-09 12:03:31 | 2570-07-24 00:00:00 | 2570-07-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | unlocked account and user was able to log in | [NAME]
2012-02-09 12:00:03 | 2012-02-22 11:29:03 | INC0016519 | 5 - Medium | Service Request | Resolved | Pending Customer | Spam Manager - you have Spam messages | [NAME] | Exchange Server Support | CI Not Found | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | PerryA |  | [NAME] | 2012-02-16 14:16:32 | 00:00:00 |  | Spam Manager | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | [EMAIL] has been added to the MedImmune WhiteList at MessageLabs._x000D_ PLease allow 2 - 4 hours for this change to take effect. | [NAME]
2012-02-09 12:04:04 | 2012-02-09 12:30:55 | [NAME] | 5 - Medium | Incident | Closed |  | outlook messages stuck in outbox | Daria Curtis | Service Desk | Outlook 2003 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-09 12:30:55 | 2687-11-05 00:00:00 | 2687-11-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | created a new outlook profile | [NAME]
2012-02-09 12:08:01 | 2012-02-14 12:19:03 | INC0016521 | 5 - Medium | Service Request | Closed |  | ASDZ0004  PLACEDIN the apropriet OU. | [NAME] | Intel Server Support | Citrix | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-09 12:19:41 | 3042-01-10 00:00:00 | 3042-01-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Per [NAME], [NAME] has resolved the issue. | Thuan Tran
2012-02-09 12:09:20 | 2012-02-09 12:14:52 | INC0016522 | 5 - Medium | Service Request | Closed |  | Cannot Get Into Outlook (Icon gone) | [NAME] | Service Desk | Outlook 2003 | Applications | COTS | Configuration | False | system |  | [NAME] | 2012-02-09 12:13:54 | 2686-12-24 00:00:00 | 2686-12-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Created a new icon for her. | [NAME]
2012-02-09 12:18:19 | 2012-02-17 18:34:00 | INC0016523 | 5 - Medium | Service Request | Resolved | Assigned External | LEX Team Meeting 7-8th Feb 2012 | [NAME] | Service Desk | Security (Prod) | Server/Data Center | Database/System | Access Request | True | YeY | 2998848 | [NAME] | 2012-02-09 12:41:46 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | resolved per AZ | [NAME]
2012-02-09 12:21:36 | 2012-02-09 12:45:39 | INC0016525 | 5 - Medium | Service Request | Closed |  | Calendar showing east coast time | [NAME] | Service Desk | Outlook 2003 | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-09 12:45:39 | 2566-09-08 00:00:00 | 2566-09-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | CAller was using home PC. _x000D_ Advise caller to us webmail. | [NAME]
2012-02-09 12:22:04 | 2012-02-09 13:54:40 | INC0016526 | 5 - Medium | Incident | Closed |  | moved to a new office and phone does not work | [NAME] | Deskside - Gaithersburg | CI Not Found | Telephony | Line/Circuit | Performance | False | system |  | [NAME] | 2012-02-09 12:41:19 | 2566-08-11 00:00:00 | 2566-08-11 00:00:00 | cisco phone | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | plugged into active port, tested ok, sent follow up email | [NAME]
2012-02-09 12:25:12 | 2012-02-10 15:48:40 | INC0016527 | 5 - Medium | Incident | Closed |  | OPS_ACCOUNT Unable to access Exchange Console | [NAME] | Exchange Server Support | Excel 2010 | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-09 12:40:47 | 2684-05-16 00:00:00 | 2684-05-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added to correct role group | [NAME]
2012-02-09 12:28:02 | 2012-02-10 09:30:41 | [NAME] | 5 - Medium | Incident | Closed | Assigned External | Not able to log into server Medimmune92 | [NAME] | Service Desk | CoreDossier (Prod) | Network/Connectivity | Network Device | Access | False | system | 2998867 | [NAME] | 2012-02-09 12:45:48 | 2683-11-28 00:00:00 | 2683-11-28 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 1 | Solved (Permanently) | server renamed, user contacted via email by IBM agent. | [NAME]
2012-02-09 12:33:37 | 2012-02-14 09:03:35 | INC0016533 | 5 - Medium | Incident | Closed | Pending Customer | Having issues connecting to OnTheGo | Rakhee Batra | Service Desk | OnTheGo | Applications | Business Applications | Access | False | system |  | Stephanie Hightower | 2012-02-09 13:25:12 | 3037-10-27 00:00:00 | 3037-10-27 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Per ticket number 17399 (resolved by [NAME]), the client is now able to get logged in to her system with OnTheGo.  It appeared that her password was the issue and once they were sync'd she can now access her system. | Stephanie Hightower
2012-02-09 12:33:48 | 2012-02-10 09:08:44 | INC0016534 | 5 - Medium | Incident | Closed | Assigned External | Unable to log into Aegis | [NAME] | Service Desk | Aegis (Prod) | Applications | Business Applications | Access | False | system | OIS-SVC-1141 Aegis HD | [NAME] | 2012-02-09 12:35:02 | 2682-12-17 00:00:00 | 2682-12-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | - Per [NAME]; confirmed with [NAME] (EU) that she was able to log into Aegis. | [NAME]
2012-02-09 12:34:32 | 2012-02-13 14:29:09 | INC0016535 | 5 - Medium | Incident | Closed | Pending Customer | cannot save docs into H: | [NAME] | Accounts Administration | AD (Active Directory) Account | Network/Connectivity | Network Device | Access | False | system |  | [NAME] | 2012-02-13 14:06:47 | 2919-05-24 00:00:00 | 2919-05-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Added user to the group that has access to [NAME]. | [NAME]
2012-02-09 12:36:25 | 2012-02-09 15:47:47 | INC0016536 | 5 - Medium | Incident | Closed |  | SBYMAS311- SQL Server is not starting. | [NAME] | [NAME] | SBYMAS311 | Server/Data Center | Database/System | Fault/Error | False | system |  | [NAME] | 2012-02-09 12:57:07 | 2564-04-02 00:00:00 | 2564-04-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | This server SBYMAS111 was authorized to be decommed by Asheesh.  It will be decom'ed by 3-30-12 | [NAME]
2012-02-09 12:42:32 | 2012-02-09 12:50:19 | INC0016537 | 5 - Medium | Incident | Closed |  | outlook won't send or receive emails | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-09 12:50:19 | 2563-04-01 00:00:00 | 2563-04-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Advised [NAME] to get out of work offline mode | [NAME]
2012-02-09 12:42:47 | 2012-02-09 14:45:25 | INC0016539 | 5 - Medium | Service Request | Closed | Pending Customer | [NAME] access | [NAME] Winter | Accounts Administration | AD (Active Directory) Account | Account Admin | Reset | Position | False | system |  | [NAME] | 2012-02-09 13:09:30 | 2563-03-17 00:00:00 | 2563-03-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Extended til May 10, 2012. | [NAME]
2012-02-09 12:44:18 | 2012-02-09 15:55:37 | INC0016540 | 5 - Medium | Service Request | Closed |  | Account Extension | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-09 12:47:46 | 2562-12-16 00:00:00 | 2562-12-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] account has been extended until 5/09/12._x000D_ | [NAME]
2012-02-09 12:53:45 | 2012-02-09 15:53:01 | INC0016543 | 5 - Medium | Service Request | Closed |  | On-Boarding Contractor - Please assign [PHONE] to - Derek Ritgert | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-09 13:08:32 | 3034-07-07 00:00:00 | 3034-07-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account and equipment provided to user. see Child tickets for details | [NAME]
2012-02-09 12:54:27 | 2012-02-17 18:37:34 | INC0016544 | 5 - Medium | Service Request | Resolved | Pending Customer | Admin rights to install adobe add-on for intralinks | [NAME] | Service Desk | Internet Explorer 7 | Applications | Business Applications | Install/Remove | True | YeY |  | [NAME] | 2012-02-09 12:56:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | 3 strike | [NAME]
2012-02-09 13:02:37 | 2012-02-22 08:49:04 | INC0016548 | 5 - Medium | Incident | Resolved | Pending Part | Unable to log into Elements | [NAME] | CZ - Enterprise Application - Support | Elements | Applications | Business Applications | Access | True | MullaveeduB |  | [NAME] | 2012-02-09 13:29:29 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | user confirmed that issue is resolved | [NAME]
2012-02-09 13:09:43 |  | INC0016549 | 5 - Medium | Incident | Pending | Pending Customer | Plateau Learning - eLMS | [NAME] | CZ - Enterprise Application - Support | eLMS Enterprise Elements (Prod) | Account Admin | General | General | True | VailM |  | [NAME] | 2012-02-09 14:23:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-09 13:10:13 | 2012-02-09 13:14:57 | INC0016550 | 5 - Medium | Service Request | Closed |  | MI-Mosaic Password Reset | [NAME] | CZ - Commercial - Support | [NAME] (Online) | Applications | Mobile Applications | [NAME] | False | system |  | Ashwin Kumar | 2012-02-09 13:13:27 | 2558-09-13 00:00:00 | 2558-09-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Password has been reset and user should have email with update. | [NAME]
2012-02-09 13:12:38 | 2012-02-15 14:57:42 | INC0016552 | 5 - Medium | Service Request | Closed | Pending Customer | User unable to log into ELMS | [NAME] | CZ - Enterprise Application - Support | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-09 13:25:06 | 3149-09-09 00:00:00 | 3149-09-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | user able to login | [NAME]
2012-02-09 13:14:50 | 2012-02-09 14:18:23 | INC0016553 | 5 - Medium | Incident | Closed | Pending Customer | Locked out of [NAME] | [NAME] | Voice | [NAME] | Telephony | [NAME] | Access | False | system |  | [NAME] | 2012-02-09 13:16:31 | 2557-12-10 00:00:00 | 2557-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Another email [NAME] was attached to your number.  I had to re-create your account.  Please follow the instructions below to self enroll. | [NAME]
2012-02-09 13:16:09 | 2012-02-22 15:22:07 | INC0016554 | 5 - Medium | Service Request | Resolved | Pending Customer | User needs PVC consol plugin for excel | [NAME] | Deskside - Gaithersburg | Excel 2003 | Applications | Business Applications | Software Install | True | DunhamAv |  | Avinash Dunham | 2012-02-09 13:42:25 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Not Solved (3 Strike) | AD, 2/22 resolveing ticket, so user can contact us back if hes still haveing issues, was already contacted 3 times during sla. | Avinash Dunham
2012-02-09 13:18:51 | 2012-02-09 15:31:21 | INC0016556 | 5 - Medium | Service Request | Closed |  | Low disk space C drive on server - vmgb215 | Pramod [NAME] | Intel Server Support | VMGB215 | Server/Data Center | Hardware | Configuration | False | system |  | [NAME] | 2012-02-09 13:20:48 | 2557-04-13 00:00:00 | 2557-04-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | compressed old files on server using disk cleanup and was able to reclaim 2GB of disk space on the system partition. | [NAME]
2012-02-09 13:19:33 | 2012-02-15 09:50:16 | INC0016557 | 5 - Medium | Service Request | Closed |  | Create a vCenter folder for [NAME] VMs | [NAME] | Intel Server Support | VMWARE200 | Account Admin | New | Access | False | system |  | [NAME] | 2012-02-09 13:34:44 | 3148-07-21 00:00:00 | 3148-07-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added new role in vCenter to allow "datastore browsing".  [NAME] is all set | [NAME]
2012-02-09 13:19:50 | 2012-02-14 08:15:32 | INC0016558 | 5 - Medium | Service Request | Closed |  | Please assign phone number for [NAME] (x81231) | [NAME] | Deskside - Gaithersburg | [NAME] | Account Admin | New | Access | False | system |  | [NAME] | 2012-02-14 07:32:06 | 3030-03-25 00:00:00 | 3030-03-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 4 | Solved (Permanently) | setup as requested | [NAME]
2012-02-09 13:20:52 | 2012-02-10 12:14:57 | INC0016559 | 5 - Medium | Incident | Closed | Pending Customer | blackberry issue | [NAME] | Service Desk | Blackberry | Hardware | Mobile Device | General | False | system |  | [NAME] | 2012-02-09 13:22:14 | 2675-03-25 00:00:00 | 2675-03-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | transferred issue to rivermine | [NAME]
2012-02-09 13:23:23 | 2012-02-09 14:00:25 | [NAME] | 5 - Medium | Service Request | Closed |  | excel 2k3 and crystall ball installation. | [NAME] | Service Desk | Excel 2003 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-09 14:00:25 | 2556-07-15 00:00:00 | 2556-07-15 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved First Call by Service Desk | applied a fix to Excel 2007 and installed Crystal Ball._x000D_ supplied user with instructions on how to obtain a full crystal ball license. _x000D_ Installed Excel 2003 (G.M.D.) | [NAME]
2012-02-09 13:29:30 | 2012-02-09 14:05:28 | INC0016564 | 5 - Medium | Incident | Closed |  | outlook has been frozen since yesterday | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-09 14:05:28 | 2555-07-14 00:00:00 | 2555-07-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Created new profile in Outlook | [NAME]
2012-02-09 13:31:28 | 2012-02-09 15:13:24 | INC0016565 | 5 - Medium | Service Request | Closed |  | Account Renewal | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | Rankit Thakkar | 2012-02-09 13:34:19 | 2555-03-18 00:00:00 | 2555-03-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolved. | Rankit Thakkar
2012-02-09 13:33:40 | 2012-02-09 14:54:10 | INC0016566 | 5 - Medium | Service Request | Closed |  | battery won't hold charge | [NAME] | Deskside - Gaithersburg | Battery | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-09 13:44:36 | 2554-11-06 00:00:00 | 2554-11-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Provided the user with a new battery and now the user is all set | [NAME]
2012-02-09 13:36:50 | 2012-02-13 08:45:38 | INC0016567 | 5 - Medium | Incident | Closed | Pending Customer | Trackwise not responding see enclosed message | [NAME] | CZ - Enterprise Application - Support | Trackwise - MO / EHS (Prod) | Applications | Business Applications | Fault/Error | False | system |  | Sridharan Balasubramanian | 2012-02-09 13:37:56 | 2909-02-27 00:00:00 | 2909-02-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | ASked User to raise in request  to OIS Helpdesk in Sharepoint link | Sridharan Balasubramanian
2012-02-09 13:38:09 | 2012-02-09 15:11:33 | INC0016568 | 5 - Medium | Service Request | Closed |  | Add user to Active Directory Security Group | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Distribution List | False | system |  | [NAME] | 2012-02-09 13:41:42 | 2554-02-10 00:00:00 | 2554-02-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added. | [NAME]
2012-02-09 13:41:57 | 2012-02-15 12:45:37 | INC0016569 | 5 - Medium | Service Request | Closed |  | IT Support Request form - DeskPhone/Voicemail Activation | [NAME] | Deskside - Frederick | [NAME] | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-09 13:47:24 | 3144-11-15 00:00:00 | 3144-11-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | phone setup and configured for requested area. connected phone in office and tested. | [NAME]
2012-02-09 13:43:33 | 2012-02-09 13:52:01 | INC0016570 | 5 - Medium | Incident | Closed |  | issues with multiple calendars in outlook 2003 | [NAME] | Service Desk | Outlook 2003 | Applications | Business Applications | Performance | False | system |  | [NAME] | 2012-02-09 13:49:34 | 2553-03-23 00:00:00 | 2553-03-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | [NAME] had closed out of the calendar and then reopen it he was able to see his normal calendar _x000D_ i also metion if he has similar issues to call us back. | [NAME]
2012-02-09 13:44:57 | 2012-02-17 15:07:30 | INC0016571 | 5 - Medium | Incident | Resolved | Pending Part | Outlook shuts down when sending emails | [NAME] | Service Desk | Outlook 2003 | Applications | OS | Performance | True | BosherB |  | [NAME] | 2012-02-09 13:48:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | replaced system and upgraded user to Office 2010 | [NAME]
2012-02-09 13:47:33 | 2012-02-15 12:46:23 | INC0016575 | 5 - Medium | Service Request | Closed |  | IT Support Request form - DeskPhone/Voicemail Activation | [NAME] | Deskside - Frederick | [NAME] | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-09 13:49:09 | 3143-12-15 00:00:00 | 3143-12-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | phone setup and configured for requested area. connected phone in office and tested. | [NAME]
2012-02-09 13:48:53 | 2012-02-09 14:16:06 | INC0016577 | 5 - Medium | Incident | Closed |  | Requested Adobe plug in | [NAME] | Service Desk | CI Not Found | Applications | COTS | Performance | False | system |  | Stephanie Hightower |  | 2552-05-07 00:00:00 | 2552-05-07 00:00:00 | Plug in Installation | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Logged in remotely via WebEx and installed the plugin using ops account. Client was able to access the secure document through Intralinks.com_x000D_ | Stephanie Hightower
2012-02-09 13:49:19 | 2012-02-15 12:47:02 | INC0016578 | 5 - Medium | Service Request | Closed |  | IT Support Request form - DeskPhone/Voicemail Activation | [NAME] | Deskside - Frederick | [NAME] | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-09 13:51:15 | 3143-08-31 00:00:00 | 3143-08-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | phone setup and configured for requested area. connected phone in office and tested. | [NAME]
2012-02-09 13:49:56 | 2012-02-13 12:12:16 | INC0016579 | 5 - Medium | Service Request | Closed |  | Contractor-  [NAME], Please assign phone number 81211 to [NAME] | [NAME] | Deskside - Frederick | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-10 08:52:17 | 3025-04-14 00:00:00 | 3025-04-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | No phone was needed for this user, deskside completed setup on child ticket | [NAME]
2012-02-09 13:51:32 | 2012-02-15 12:47:27 | INC0016580 | 5 - Medium | Service Request | Closed |  | IT Support Request form - DeskPhone/Voicemail Activation | [NAME] | Deskside - Frederick | [NAME] | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-09 13:52:36 | 3143-04-20 00:00:00 | 3143-04-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | phone setup and configured for requested area. connected phone in office and tested. | [NAME]
2012-02-09 13:53:53 |  | INC0016582 | 5 - Medium | Service Request | Pending | Assigned External | Requesting ability to enter EAM Notification: Work Orders for [NAME] location | [NAME] | Service Desk | Facilities Management (Prod) | Applications | Business Applications | Configuration | True | DawkinsG | AZ 2998991 | [NAME] | 2012-02-09 14:17:34 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved | AZ Ticket number: 2998991
2012-02-09 13:58:03 | 2012-02-15 12:48:22 | INC0016585 | 5 - Medium | Service Request | Closed |  | IT Support Request form - DeskPhone/Voicemail Activation | [NAME] | Deskside - Frederick | [NAME] | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-09 13:59:12 | 3142-03-25 00:00:00 | 3142-03-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | phone setup and configured for requested area. phone will be delivered byF. [NAME] | [NAME]
2012-02-09 13:59:15 | 2012-02-15 12:48:41 | INC0016586 | 5 - Medium | Service Request | Closed |  | IT Support Request form - DeskPhone/Voicemail Activation | [NAME] | Deskside - Frederick | Desktop | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-09 14:00:52 | 3142-01-12 00:00:00 | 3142-01-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | phone setup and configured for requested area. phone will be delivered byF. [NAME] | [NAME]
2012-02-09 14:01:00 |  | INC0016587 | 5 - Medium | Service Request | Pending | Pending Part | Test and Scan Continuity v6.24 | [NAME] | CZ - Application Desktop Testing | CI Not Found | Applications | Business Applications | Configuration | True | ReddiK | waiting for IBM | [NAME] | 2012-02-13 16:58:10 | 00:00:00 |  | continuity v6.24, rfc14465 | 1-2 Users Affected | [NAME] | False | 3
2012-02-09 14:05:33 |  | INC0016590 | 5 - Medium | Incident | Pending | Pending Customer | [NAME] crashes when alerts pop up | [NAME] | Deskside - Frederick | Outlook 2003 | Applications | Outlook | Fault/Error | True | BosherB |  | [NAME] | 2012-02-09 14:14:33 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-09 14:08:03 | 2012-02-09 14:35:30 | INC0016592 | 5 - Medium | Service Request | Closed |  | User is getting access denied when trying to access his home drive | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Home Folder | False | system |  | [NAME] | 2012-02-09 14:12:50 | 2549-03-14 00:00:00 | 2549-03-14 00:00:00 | Share drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Gave appropriate permission to the user. Confirmed that the user was able to access his home drive. | [NAME]
2012-02-09 14:09:01 |  | INC0016593 | 5 - Medium | Service Request | Assigned |  | Create a DL for SCCM team | [NAME] | Intel Server Support | AD (Active Directory) Account | Account Admin | New | Distribution List | True | SeegarsP |  | [NAME] | 2012-02-09 14:12:03 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-09 14:10:09 |  | INC0016595 | 5 - Medium | Incident | In Progress | Pending Customer | Issues with Computer | Prentice Curry | Deskside - Gaithersburg | Laptop | Hardware | Computer | Performance | True | SuttonJo |  | [NAME] | 2012-02-10 13:11:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-09 14:12:23 | 2012-02-09 14:14:58 | INC0016597 | 5 - Medium | Incident | Closed |  | Error Message appears when users launches [NAME] | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  |  |  | 2548-06-27 00:00:00 | 2548-06-27 00:00:00 |  | 1-2 Users Affected | Stefon Elliott | False | 0 | Solved (Permanently) | User received an error message on startup through startup. Rebuild user .ost profile and launch Outlook without incident. No further action required. | Stefon Elliott
2012-02-09 14:15:24 | 2012-02-16 10:59:21 | INC0016599 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13166 - Sushil Abraham- 3/5/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-09 14:19:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account created and ticket routed to hardware for setup | [NAME]
2012-02-09 14:18:43 | 2012-02-10 08:51:02 | INC0016601 | 5 - Medium | Service Request | Closed |  | Contractor - Alok Dubey, please assign phone number [PHONE] | [NAME] | IMAC Coordinator | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-09 16:47:11 | 2665-09-22 00:00:00 | 2665-09-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Account information emailed to the manager, no equipment or phone needed since this person is offshore. | [NAME]
2012-02-09 14:21:35 | 2012-02-09 16:46:26 | INC0016602 | 5 - Medium | Service Request | Closed |  | Please add user [NAME] to the follwing citrix access groups | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-09 14:32:00 | 2546-12-23 00:00:00 | 2546-12-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added the user to the groups specified. | [NAME]
2012-02-09 14:31:00 | 2012-02-10 08:44:12 | [NAME] | 5 - Medium | Service Request | Closed |  | software install  name bio draw ultra suite v12 | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Software Install | False | system |  |  | 2012-02-09 15:31:15 | 2663-09-16 00:00:00 | 2663-09-16 00:00:00 | application | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | wasn't able to install, so I gave Xianzhi, admin rights and she was able to install the program_x000D_ removed her admin rights and she was still able to use the program | [NAME]
2012-02-09 14:34:41 | 2012-02-09 14:50:17 | INC0016604 | 5 - Medium | Incident | Closed |  | Having problems opening documents in Powerpoint | [NAME] | Service Desk | PowerPoint 2010 | Applications | COTS | Performance | False | system |  | [NAME] | 2012-02-09 14:37:56 | 2544-10-28 00:00:00 | 2544-10-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | We fixed this by going to -> File -> Convert -> Conversion process starts. | [NAME]
2012-02-09 14:34:50 | 2012-02-13 16:38:59 | [NAME] | 5 - Medium | Incident | Closed | Pending Part | issue logging in to ELMS | [NAME] | CZ - Enterprise Application - Support | eLMS Enterprise Elements (Dev) | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-09 15:04:13 | 2899-08-18 00:00:00 | 2899-08-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User is able to login to application | [NAME]
2012-02-09 14:37:19 | 2012-02-14 14:43:47 | INC0016608 | 5 - Medium | Service Request | Closed |  | New Hire, [NAME], HR Report 2/7/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-09 14:41:24 | 3135-10-12 00:00:00 | 3135-10-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | INC0016185 - Created by training with on-boarding form attached. | [NAME]
2012-02-09 14:37:51 | 2012-02-09 14:46:57 | INC0016609 | 5 - Medium | Service Request | Closed |  | Monitor power cord request | [NAME] | [NAME] | Monitor | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-09 14:46:57 | 2544-04-21 00:00:00 | 2544-04-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Provided the user with a power cord for her monitor and now the user is all set | [NAME]
2012-02-09 14:38:24 | 2012-02-21 13:20:21 | INC0016610 | 4 - High | Service Request | Resolved |  | meeting I scheduled I do not have access to change | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Business Applications | How To | True | ThomasAnt |  | [NAME] | 2012-02-09 15:11:01 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | the user requested that matter be resolved as the issue has not re-occurred | [NAME]
2012-02-09 14:40:59 | 2012-02-09 15:17:17 | INC0016612 | 5 - Medium | Incident | Closed |  | Outlook keeps losing connection | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Outage | False | system |  | [NAME] | 2012-02-09 15:17:17 | 2543-10-16 00:00:00 | 2543-10-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Renamed .ost file. Issue Resolved | [NAME]
2012-02-09 14:43:02 |  | INC0016613 | 5 - Medium | Service Request | In Progress | Pending Customer | User would like Visual Studio 2008 installed on a lab computer | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | OS | Install/Remove | True | SuttonJo |  | [NAME] | 2012-02-09 15:07:43 | 00:00:00 |  | Visual Studio 2008 | 1-2 Users Affected | [NAME] | False | 1
2012-02-09 14:44:24 | 2012-02-09 15:13:21 | INC0016614 | 5 - Medium | Incident | Closed | Assigned External | iPad sync issue - TEST | [NAME] | CZ - Commercial - Support | MI Mosaic (Offline) | Applications | Mobile Applications | Synch Issue | False | system | hcp form | Ashwin Kumar | 2012-02-09 14:54:18 | 2543-03-25 00:00:00 | 2543-03-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Test | [NAME]
2012-02-09 14:45:10 | 2012-02-16 11:33:07 | INC0016615 | 5 - Medium | Incident | Resolved |  | does not receive ecopy fax receipts | [NAME] | Service Desk | eCopy | Applications | Business Applications | Performance | True | HeathC |  | [NAME] | 2012-02-16 10:33:04 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Not Solved (3 Strike) | - I called Desiree (EU), left a VM requesting that she call the Service Desk back to resolve issue. _x000D_ - I emailed Desiree (EU), requesting that she call the Service Desk back for a resolution. (3rd Attempt) _x000D_ - I will resolve ticket. | [NAME]
2012-02-09 14:46:27 |  | INC0016617 | 5 - Medium | Incident | Assigned |  | cannot access QAD helpdesk and calender | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Access | True | ThomasAnt |  | [NAME] | 2012-02-09 15:01:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-09 14:54:55 |  | INC0016620 | 5 - Medium | Service Request | Assigned |  | User requests Altova XML Spy | [NAME] | SDD - RD Support | CI Not Found | Other | Other | Other | True | ChungS |  | [NAME] | 2012-02-09 15:19:52 | 00:00:00 |  | Software Request | 1-2 Users Affected | [NAME] | False | 1
2012-02-09 15:00:05 | 2012-02-09 15:04:29 | INC0016623 | 5 - Medium | Service Request | Closed |  | Users computer is set up to auto log | [NAME] | [NAME] | Laptop | Applications | OS | Configuration | False | system |  | [NAME] | 2012-02-09 15:04:29 | 2540-08-26 00:00:00 | 2540-08-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Ran the MS fix-it tool that resolved the users issue with the auto log on and now the user is all set | [NAME]
2012-02-09 15:13:12 | 2012-02-09 16:17:07 | INC0016624 | 5 - Medium | Service Request | Closed | Pending Customer | Provide Access | Deniz Koteen | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | Rankit Thakkar | 2012-02-09 15:19:28 | 2538-07-01 00:00:00 | 2538-07-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User confirmed they have access. | Rankit Thakkar
2012-02-09 15:15:13 | 2012-02-17 12:43:33 | INC0016627 | 5 - Medium | Incident | Resolved |  | User is only able to print the header from an outlook e-mail | [NAME] | Deskside - Gaithersburg | Internet Explorer 7 | Applications | COTS | Fault/Error | True | DunhamAv |  | Avinash Dunham | 2012-02-09 15:50:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Reinstalled IE7 and the user is able to print headers now. | Avinash Dunham
2012-02-09 15:15:24 | 2012-02-09 15:37:13 | INC0016628 | 5 - Medium | Service Request | Closed |  | need gridguard pin reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-09 15:37:13 | 2538-02-19 00:00:00 | 2538-02-19 00:00:00 | Gridguard | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | reset users gridguard pin and position | [NAME]
2012-02-09 15:18:04 | 2012-02-09 16:33:18 | INC0016631 | 5 - Medium | Service Request | Closed |  | Add users to group | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-02-09 15:20:45 | 2537-09-12 00:00:00 | 2537-09-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME],[NAME],[NAME] have been added to the CZ- Commercial Support group_x000D_ _x000D_ _x000D_ | [NAME]
2012-02-09 15:18:19 | 2012-02-10 10:02:18 | INC0016632 | 4 - High | Incident | Closed | Pending Customer | Software installation request - BioSoft Enterprise | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-09 15:23:47 | 2655-12-08 00:00:00 | 2655-12-08 00:00:00 | Biosoft Enterprise Software | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Installed and configured the mentioned software | [NAME]
2012-02-09 15:18:32 | 2012-02-10 08:50:53 | INC0016633 | 5 - Medium | Service Request | Closed | Assigned External | Phone number in Outlook incorrect | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system | N/A | [NAME] | 2012-02-09 15:31:00 | 2655-11-25 00:00:00 | 2655-11-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The updated phone number now shows up in the GAL. | [NAME]
2012-02-09 15:19:42 | 2012-02-09 16:39:00 | INC0016634 | 5 - Medium | Service Request | Closed |  | User does not have access to his home drive | Reza Esfandiary | Accounts Administration | CI Not Found | Account Admin | Modify | Home Folder | False | system |  | [NAME] | 2012-02-09 15:23:29 | 2892-04-04 00:00:00 | 2892-04-04 00:00:00 | Home Drive | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Gave user proper permissions._x000D_ _x000D_ User to log-out and log-in to see the changes. | Rankit Thakkar
2012-02-09 15:20:04 | 2012-02-09 15:41:40 | INC0016635 | 5 - Medium | Incident | Closed |  | Date and time needed to be set Pacific | [NAME] | Deskside - Field Sales | Desktop | Other | Other | Other | False | system |  | [NAME] | 2012-02-09 15:23:09 | 2537-05-15 00:00:00 | 2537-05-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Help user change her date and time with the icon that was placed on her desk that gives her rights the make that adjustment the her settings | [NAME]
2012-02-09 15:20:15 | 2012-02-17 15:36:19 | INC0016636 | 5 - Medium | Service Request | Resolved | Pending Customer | when users calls payroll help desk voicemail no email is generated | [NAME] | Voice | Outlook 2003 | Telephony | [NAME] | Configuration | True | RobertsTr |  | [NAME] | 2012-02-17 07:44:44 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 7 | Solved (Permanently) | Voice mail to email working properly... | [NAME]
2012-02-09 15:22:29 | 2012-02-09 16:27:06 | INC0016638 | 5 - Medium | Service Request | Closed | Pending Customer | Microsoft Excel 2003 and Crystal ball Installation | [NAME] | Service Desk | Excel 2003 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-09 15:25:43 | 2536-12-21 00:00:00 | 2536-12-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User has called to have this ticket cancelled. Duplicate ticket 16560 | [NAME]
2012-02-09 15:23:32 | 2012-02-09 15:26:20 | INC0016639 | 5 - Medium | Service Request | Closed |  | User is unale to open documents in kimunity | Reza Esfandiary | [NAME] | KIMunity (Prod) | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-09 15:26:20 | 2536-10-19 00:00:00 | 2536-10-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Ran IE 8 as an admin had the user log into kimunity again and this time it prompted for a java app to run.  let it run wait about 5 min then the document should open.  then have the user launch ie again as them and log into kimunity and after 5 min for the first launch the document will open and from then on it will open right away | [NAME]
2012-02-09 15:24:29 | 2012-02-14 15:25:28 | INC0016640 | 4 - High | Service Request | Closed |  | Emerald Migration team needs an IP and a host name for the new NAS portable [NAME] | [NAME] | Intel Server Support | CI Not Found | Network | Network Device | Request for Information | False | system |  | [NAME] | 2012-02-09 15:35:08 | 3009-10-02 00:00:00 | 3009-10-02 00:00:00 | [NAME] | 2 to 20 Users Affected | [NAME] | False | 0 | Solved (Permanently) | assigned two IP's as follows:_x000D_ _x000D_ frederick = 10.46.248.68_x000D_ gaithersburg = 10.15.248.85 | [NAME]
2012-02-09 15:24:47 | 2012-02-09 15:39:00 | INC0016641 | 5 - Medium | Incident | Closed |  | Replace Keyboard | [NAME] | Deskside - Field Sales | Keyboard | Hardware | Computer | Fault/Error | False | system |  | [NAME] | 2012-02-09 15:27:45 | 2536-08-05 00:00:00 | 2536-08-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User had keys missing from her keyboard, I replaced the users keyboard and tested it keyboard works find. closing ticket | [NAME]
2012-02-09 15:25:47 | 2012-02-22 15:38:46 | INC0016642 | 5 - Medium | Service Request | Resolved |  | On-Boarding, 2/6/12 -Argus Athanas | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-09 15:27:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | account created and tickets sent to deskside and voice for setup completion | [NAME]
2012-02-09 15:26:41 | 2012-02-09 16:42:02 | INC0016643 | 5 - Medium | Service Request | Closed |  | Enable Junos Pulse for users enclosed via AD group addition | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-09 16:00:36 | 2536-04-13 00:00:00 | 2536-04-13 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The following users have been added to the gbl.junos.gs group:_x000D_ _x000D_ [EMAIL]<mailto:[EMAIL]>,_x000D_ [EMAIL]<mailto:[EMAIL]>,_x000D_ [EMAIL]<mailto:[EMAIL]>,_x000D_ [EMAIL]<mailto:[EMAIL]>,_x000D_ [EMAIL]<mailto:[EMAIL]>_x000D_ | [NAME]
2012-02-09 15:27:03 | 2012-02-09 15:34:54 | INC0016644 | 5 - Medium | Service Request | Closed |  | User Wants to Set up an Intercall Account | [NAME] | Service Desk | Intercall (N/A) | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-09 15:33:26 | 2654-07-02 00:00:00 | 2654-07-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | To get to the Intercall Set up page you should go to ->Explorer IS -> Conferencing -> Intercall Page comes up. | [NAME]
2012-02-09 15:27:09 |  | INC0016645 | 5 - Medium | Service Request | Assigned | Pending Customer | Please open a ticket to upgrade the version of Internet [NAME] and [NAME] on Cit | [NAME] | Enterprise System Engineering | OnTheGo | Applications | Business Applications | Software Install | True | rheringhaus |  | [NAME] | 2012-02-14 13:15:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-09 15:31:55 | 2012-02-14 18:28:25 | INC0016648 | 5 - Medium | Service Request | Closed |  | Printer at home | [NAME] | Deskside - California | Printer | Printing | Hardware | Configuration | False | system |  | [NAME] | 2012-02-09 15:34:17 | 3008-07-13 00:00:00 | 3008-07-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | printer driver was installed for the user | [NAME]
2012-02-09 15:33:15 | 2012-02-09 16:04:51 | INC0016649 | 5 - Medium | Service Request | Closed |  | can't connect to correct ssid | [NAME] | Service Desk | Wireless (Prod) | Network | Wireless | How To | False | system |  | [NAME] | 2012-02-09 16:04:51 | 2535-03-16 00:00:00 | 2535-03-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I had him hardwire in and log out and log in to pull down the certificates | [NAME]
2012-02-09 15:35:37 | 2012-02-15 09:48:53 | INC0016650 | 5 - Medium | Service Request | Closed |  | Please recover data from laptop | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Request For Information | False | system |  | [NAME] | 2012-02-09 15:54:09 | 3126-03-15 00:00:00 | 3126-03-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Fixed the Laptop freezing issue and according to the user closing the ticket | [NAME]
2012-02-09 15:36:51 | 2012-02-09 15:55:59 | INC0016651 | 5 - Medium | Service Request | Closed |  | [NAME] | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-09 15:55:59 | 2534-08-12 00:00:00 | 2534-08-12 00:00:00 | GridGaurd | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reset user's GridGaurd Pin, Position, and Password | [NAME]
2012-02-09 15:38:54 | 2012-02-09 16:07:56 | INC0016653 | 5 - Medium | Service Request | Closed |  | on the go juniper client download | [NAME] | Service Desk | OnTheGo | Network | On The Go | Access Request | False | system |  | [NAME] | 2012-02-09 16:07:56 | 2534-04-11 00:00:00 | 2534-04-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | remotely assisted him and downloaded the juniper client with admin privileges | [NAME]
2012-02-09 15:43:19 | 2012-02-22 14:05:49 | INC0016656 | 5 - Medium | Service Request | Resolved |  | On-boarding [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-09 15:45:28 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts created, see tickets 20250, 20246 | [NAME]
2012-02-09 15:46:59 | 2012-02-10 15:43:56 | INC0016657 | 5 - Medium | Service Request | Closed |  | Enable ActiveSync for list of users enclosed. | [NAME] | Exchange Server Support | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-10 09:17:22 | 2651-03-24 00:00:00 | 2651-03-24 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Resolving ticket after successfully enabling active sync. | [NAME]
2012-02-09 15:49:53 | 2012-02-10 10:25:33 | INC0016658 | 5 - Medium | Service Request | Closed |  | Restore Folder | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Shared Folder | False | system |  | Rankit Thakkar | 2012-02-09 15:53:32 | 2650-10-01 00:00:00 | 2650-10-01 00:00:00 | Data Folder Restore | 1-2 Users Affected | Rankit Thakkar | False | 0 | Solved (Permanently) | [NAME]. _x000D_ Received confirmation from [NAME] | Rankit Thakkar
2012-02-09 15:52:57 | 2012-02-17 11:29:14 | INC0016659 | 5 - Medium | Incident | Resolved |  | Outlook show unread email but the all have been read | [NAME] | Service Desk | Outlook 2003 | Account Admin | General | General | True | [NAME] |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved (3 Strike) | -Unable to reach customer; 3rd attempt; resolving ticket | [NAME]
2012-02-09 15:53:48 | 2012-02-21 14:51:31 | INC0016660 | 5 - Medium | Service Request | Resolved | Pending Customer | Citrix - RDP_Cognizant - CPS4 | [NAME] | Accounts Administration | Citrix | Account Admin | New | Access | True | NguyenQ | N/A | [NAME] | 2012-02-10 14:52:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Closing out ticket, was unable to contact the user after 3 attempts. | [NAME]
2012-02-09 15:59:40 |  | INC0016663 | 5 - Medium | Incident | Pending | Pending Customer | Problem With CLM Application | [NAME] | CZ - G&A - Support | CI Not Found | Printing | Application | Cannot Print | True | SahooA |  | Amit Sahoo | 2012-02-13 19:36:27 | 00:00:00 |  | CLM | 1-2 Users Affected | [NAME] | False | 2
2012-02-09 16:06:16 | 2012-02-13 10:30:34 | [NAME] | 5 - Medium | Service Request | Closed |  | Computer is having issues | [NAME] | Service Desk | CI Not Found | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-09 16:08:42 | 2884-08-10 00:00:00 | 2884-08-10 00:00:00 | Computer Issues | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Per email from [NAME] (EU), The laptop is at least functional now (i.e. it boots up), but is still slower than I would like. | [NAME]
2012-02-09 16:07:12 | 2012-02-13 08:30:48 | INC0016669 | 5 - Medium | Service Request | Resolved | Pending Customer | needs access to modify distribution lists (BST R&D) | Sushmitha Modukuri | Accounts Administration | Outlook 2003 | Applications | Outlook | Access Request | True | NguyenQ |  | [NAME] | 2012-02-15 09:56:15 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 4 | Solved (Permanently) | The groups mentioned have been upgraded and the user has rights to amend the list. | [NAME]
2012-02-09 16:15:26 | 2012-02-09 16:19:35 | INC0016672 | 5 - Medium | Service Request | Closed |  | Adobe Patch install | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-02-09 16:17:56 | 2528-04-10 00:00:00 | 2528-04-10 00:00:00 | Adobe Patch | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-09-12 Patch has been installed. | [NAME]
2012-02-09 16:18:41 | 2012-02-09 16:23:34 | [NAME] | 5 - Medium | Service Request | Closed |  | windows password will expire in 3 days. | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-09 16:23:34 | 2527-09-28 00:00:00 | 2527-09-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | verified user was connected to the medimmune network then walked user through resetting his windows password via ctrl+alt+delete_x000D_ | [NAME]
2012-02-09 16:23:36 | 2012-02-09 16:52:34 | INC0016678 | 5 - Medium | Incident | Closed |  | No wireless an outlook running slow | [NAME] | Service Desk | Wireless | Network/Connectivity | Wireless | Access | False | system |  | [NAME] | 2012-02-09 16:52:34 | 2526-12-07 00:00:00 | 2526-12-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | had user switch wireless switch on. _x000D_ Wireless is working._x000D_ _x000D_ Ran detect and repair on outlook._x000D_ _x000D_ | [NAME]
2012-02-09 16:25:52 | 2012-02-15 15:32:53 | INC0016681 | 5 - Medium | Incident | Closed |  | user wants her boss to be able to do her timesheets while she is away | [NAME] | Service Desk | CI Not Found | Account Admin | General | Performance | False | system |  | [NAME] |  | 3117-12-12 00:00:00 | 3117-12-12 00:00:00 | Payroll | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | messages have been left instructing the user to us the VPN and log her own time | [NAME]
2012-02-09 16:26:41 | 2012-02-13 13:33:42 | INC0016683 | 5 - Medium | Incident | Closed |  | request for information about a users network activity | Prabhu Srinivasan | Accounts Administration | AD (Active Directory) Account | Account Admin | General | General | False | system |  |  | 2012-02-09 16:30:16 | 2881-04-03 00:00:00 | 2881-04-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolving this ticket per the user's request. | [NAME]
2012-02-09 16:29:47 | 2012-02-09 16:41:53 | INC0016686 | 5 - Medium | Incident | Closed |  | ELMS password reset | [NAME] | Service Desk | eLMS Enterprise Elements (Dev) | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-09 16:41:53 | 2525-12-01 00:00:00 | 2525-12-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Had him login with Network Credentials | [NAME]
2012-02-09 16:42:15 | 2012-02-10 11:29:30 | INC0016688 | 5 - Medium | Service Request | Closed |  | OPS_FraserC to have Global Server Operator Access. | [NAME] | Intel Server Support | CI Not Found | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-09 16:50:56 | 2642-02-23 00:00:00 | 2642-02-23 00:00:00 | OPS Account Access | 1-2 Users Affected | Rankit Thakkar | False | 0 | Solved (Permanently) | User account added to gbl.ado.global-Server-Operator.gs | [NAME]
2012-02-09 16:42:55 | 2012-02-09 17:08:15 | INC0016691 | 5 - Medium | Incident | Closed |  | Unable to see images from EZ Buy webpages | [NAME] | Service Desk | Internet Explorer 7 | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-09 17:05:01 | 3115-02-23 00:00:00 | 3115-02-23 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Asked the user to call the EZ Buy Service Desk | [NAME]
2012-02-09 16:46:11 | 2012-02-21 14:43:53 | INC0016692 | 5 - Medium | Service Request | Resolved |  | access to service now CMDB | [NAME] | ServiceNow [NAME] | ServiceNow (Dev) | Applications | Business Applications | New Request | True | TansindaC |  | [NAME] | 2012-02-09 17:28:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Informed user that the access he requested to the CMDB is not currently available. Once it becomes available, I will inform him. | [NAME]
2012-02-09 16:52:11 | 2012-02-10 12:11:46 | INC0016695 | 5 - Medium | Service Request | Pending | Pending Customer | Request to setup SPN in Active Directory | Ramesh Ganaraju | Intel Server Support | AD (Active Directory) Account | Account Admin | Modify | Access | True | TranTh |  | [NAME] | 2012-02-17 13:33:56 | 00:00:00 |  | Setup SPN in AD | 1-2 Users Affected | Rankit Thakkar | True | 3 | Solved (Permanently) | Commands have been run. | [NAME]
2012-02-09 17:00:30 | 2012-02-13 15:48:41 | INC0016698 | 5 - Medium | Service Request | Closed | Assigned External | Emerald project upgrade:service account request. | [NAME] | Accounts Administration | MD1AS015 | Account Admin | New | Account | False | system | INC0017061 | [NAME] | 2012-02-09 17:07:21 | 2993-12-23 00:00:00 | 2993-12-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The shell account created and ticket cretaed to the Wintel AD team account created confirmed with the user | [NAME]
2012-02-09 17:02:27 | 2012-02-14 16:54:54 | INC0016699 | 5 - Medium | Service Request | Closed | Pending Customer | User need adobe 10 standard installed | Micah [NAME] | Deskside - Gaithersburg | [NAME] | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-10 09:39:52 | 2993-08-28 00:00:00 | 2993-08-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Installed the mentioned application | [NAME]
2012-02-09 17:03:05 | 2012-02-14 08:27:47 | INC0016700 | 5 - Medium | Service Request | Closed |  | PC Request Form - PCR11257 | [NAME] | IMAC Coordinator | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-10 09:58:28 | 2993-07-21 00:00:00 | 2993-07-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | GH, delivered to [NAME], T420. Green Tag - 4890519  S/N - MD1R8-XE0A9 | [NAME]
2012-02-09 17:06:21 | 2012-02-10 10:49:48 | INC0016701 | 5 - Medium | Service Request | Closed |  | H Drive is missing | Radhakrishna Potukuchi | Accounts Administration | CI Not Found | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-09 17:26:08 | 2638-03-10 00:00:00 | 2638-03-10 00:00:00 | H drive | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Created a HOME folder for the user. User will need to log off or re-run the log on script. | [NAME]
2012-02-09 17:07:51 | 2012-02-14 15:56:12 | INC0016702 | 5 - Medium | Service Request | Closed |  | PC Request Form - PCR11258 | [NAME] | IMAC Coordinator | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-10 10:00:39 | 2992-10-08 00:00:00 | 2992-10-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | GH, t420 ready to go._x000D_ Green Tag 4890649_x000D_ S/N - MD1R8-WY9ZK | [NAME]
2012-02-09 17:10:23 | 2012-02-10 10:23:58 | INC0016703 | 5 - Medium | Service Request | Closed | Pending Customer | employees need access to mailbox | [NAME] | Accounts Administration | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-02-09 18:58:08 | 2637-07-11 00:00:00 | 2637-07-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The following users have Full Access and Send As permissions to the Campus Update email box:_x000D_ _x000D_ [NAME] _x000D_ [NAME] _x000D_ [NAME] _x000D_ [NAME] Perez_x000D_ | [NAME]
2012-02-09 17:13:53 | 2012-02-09 18:00:29 | INC0016704 | 5 - Medium | Service Request | Closed |  | working remotely need drivers for printer prevail pro 705 | [NAME] | Service Desk | Printer | Applications | Business Applications | Software Install | False | system |  | [NAME] | 2012-02-09 17:36:59 | 2518-09-03 00:00:00 | 2518-09-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | i remoted and installed the printer drivers . vw | [NAME]
2012-02-09 17:17:55 | 2012-02-09 17:26:28 | [NAME] | 5 - Medium | Service Request | Closed |  | user needs a second set of IP for each of the tool servers | [NAME] |  | CI Not Found | Account Admin | Modify | Account | False | system |  | [NAME] |  | 2518-01-04 00:00:00 | 2518-01-04 00:00:00 | server | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User said to disregard | [NAME]
2012-02-09 17:28:42 | 2012-02-13 13:53:35 | INC0016708 | 5 - Medium | Service Request | Closed | Pending Customer | Grid pin reset | Stephaine Lopez | Service Desk | CI Not Found | Account Admin | Reset | Position | False | system |  | [NAME] | 2012-02-09 17:35:10 | 2871-01-25 00:00:00 | 2871-01-25 00:00:00 | gridguard | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | She was then able to login though grid gaurd | [NAME]
2012-02-09 17:28:55 | 2012-02-10 09:24:12 | INC0016709 | 5 - Medium | Service Request | Closed |  | extend [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-09 17:37:04 | 2634-06-25 00:00:00 | 2634-06-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] account has been extended until May 30, 2012._x000D_ | [NAME]
2012-02-09 17:38:19 | 2012-02-14 17:33:26 | INC0016712 | 5 - Medium | Service Request | Closed | Pending Customer | [NAME] | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-09 17:40:22 | 2987-10-07 00:00:00 | 2987-10-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user is now created within ad | [NAME]
2012-02-09 17:40:29 | 2012-02-15 15:29:13 | INC0016713 | 5 - Medium | Service Request | Closed |  | Unresponsive message on MediVision (CCD) screens | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Configuration | False | system |  | [NAME] |  | 3105-09-09 00:00:00 | 3105-09-09 00:00:00 | MediVision (CCD) | 1-2 Users Affected | [NAME] | False | 0 | Not Solved (3 Strike) | 3rd message has been left.  placing the message in a resolved state for lack of response | [NAME]
2012-02-09 17:44:17 | 2012-02-10 11:25:26 | INC0016714 | 5 - Medium | Service Request | Closed |  | Moving to SC | [NAME] | Deskside - California | Desktop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-09 17:45:36 | 2631-12-16 00:00:00 | 2631-12-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User's hardware was moved | [NAME]
2012-02-09 17:46:15 | 2012-02-10 10:43:27 | INC0016715 | 4 - High | Service Request | Closed |  | Help [NAME] | [NAME] | Deskside - Gaithersburg | Other | Other | Other | Other | False | system |  | [NAME] | 2012-02-09 17:50:26 | 2631-08-20 00:00:00 | 2631-08-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | followed up with [NAME] and she said everything is working great since the Office 2010 update | [NAME]
2012-02-09 17:49:14 |  | INC0016716 | 5 - Medium | Service Request | Assigned |  | Users Personal Calendar is public | [NAME] | Service Desk | Outlook 2003 | Applications | Business Applications | Configuration | True | [NAME] |  | [NAME] | 2012-02-21 10:36:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-09 17:51:58 | 2012-02-21 13:19:21 | INC0016717 | 5 - Medium | Service Request | Resolved | Pending Customer | User needs LiveMeeting installed. | [NAME] |  | Live Meeting | Applications | Business Applications | Install/Remove | True | LockS |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User was successfully able to create a LiveMeeting account. | [NAME]
2012-02-09 17:52:28 | 2012-02-23 08:33:07 | INC0016718 | 5 - Medium | Incident | Resolved | Pending Customer | Ecopy scanning issue | Desiree Corwin | Service Desk | eCopy | Printing | Hardware | Performance | True | HeathC |  | [NAME] | 2012-02-13 15:24:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4 | Not Solved (3 Strike) | - I called Desiree (EU), left a VM requesting that she call the Service Desk back to resolve issue. _x000D_ - I emailed Desiree (EU), requesting that she call the Service Desk back for a resolution. (3rd Attempt) _x000D_ - I will resolve ticket. | [NAME]
2012-02-09 17:56:14 | 2012-02-09 18:28:32 | [NAME] | 5 - Medium | Incident | Closed |  | CAnnot save to H drive | [NAME] | Service Desk | CI Not Found | Other | Other | Other | False | system |  | [NAME] | 2012-02-09 18:28:32 | 2511-09-19 00:00:00 | 2511-09-19 00:00:00 | H: Drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | re mapped drive | [NAME]
2012-02-09 17:56:55 | 2012-02-16 13:43:07 | INC0016720 | 5 - Medium | Service Request | Resolved |  | 4D Client | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | How To | True | LockS |  | [NAME] | 2012-02-09 18:07:52 | 00:00:00 |  | 4D client | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Received an e-mail from the user that the issue had been resolved. | [NAME]
2012-02-09 18:19:39 |  | INC0016725 | 5 - Medium | Service Request | Pending | Pending Customer | PC Request Form - PCR11256 | [NAME] | [NAME] | [NAME] | Hardware | Computer | Request/Replace | True | ReeveB |  | [NAME] | 2012-02-13 15:24:11 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3
2012-02-09 18:26:42 | 2012-02-10 13:24:12 | INC0016730 | 5 - Medium | Service Request | Closed |  | PA Maintenance Plan | [NAME] | Service Desk | CI Not Found | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-09 18:42:17 | 2624-12-27 00:00:00 | 2624-12-27 00:00:00 | PA Maintenance plan | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | issue sent to IBM to be put in the requested queue | [NAME]
2012-02-09 18:29:10 | 2012-02-10 11:36:31 | INC0016731 | 5 - Medium | Service Request | Closed | Pending Customer | SharePoint site not working | Ming-Wai Chen | Service Desk | Sharepoint (Prod) | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-02-09 18:31:14 | 2624-08-01 00:00:00 | 2624-08-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user able to get to the sites now | [NAME]
2012-02-09 18:32:50 | 2012-02-09 18:53:11 | INC0016732 | 5 - Medium | Service Request | Closed | Pending Customer | Sharepoint is busted | [NAME] | Service Desk | Sharepoint (Prod) | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-02-09 18:34:25 | 2505-09-14 00:00:00 | 2505-09-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | working now | [NAME]
2012-02-09 18:51:30 | 2012-02-15 09:39:56 | [NAME] | 5 - Medium | Service Request | Closed |  | Please add Wintel team to Sev-1 alerts | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Distribution List | False | system |  | [NAME] | 2012-02-09 18:55:41 | 3094-01-08 00:00:00 | 3094-01-08 00:00:00 | email | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | MIM is including the team in their notifications per [NAME].    No DL exists yet. | [NAME]
2012-02-09 18:59:35 | 2012-02-09 20:29:07 | INC0016738 | 5 - Medium | Service Request | Closed | Pending Customer | FRD network is down | [NAME] | Service Desk | FRD-APPS-NOVMOTION | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-02-09 19:02:08 | 2501-04-23 00:00:00 | 2501-04-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | issue resolved per ben | [NAME]
2012-02-09 19:19:43 | 2012-02-09 19:34:45 | INC0016740 | 5 - Medium | Incident | Closed |  | locked out of ELMS | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-09 19:34:45 | 2497-12-31 00:00:00 | 2497-12-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Reset her network password | [NAME]
2012-02-09 19:42:47 | 2012-02-09 19:44:34 | INC0016742 | 5 - Medium | Service Request | Closed |  | Restart the Application and the Rendering Services in Insight Publisher | Paras Rajput Clarke | CZ - Clinical & Regulatory - Support | Insight Publisher (Dev) | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-09 19:44:34 | 2494-03-18 00:00:00 | 2494-03-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Hi Paras,_x000D_ _x000D_  _x000D_ _x000D_ I have restarted the application & the rendering services and clean-up temp files on all 4 rendering servers. Now the application is working fine. Please let me know for any concerns._x000D_ _x000D_  _x000D_ _x000D_ Thanks,_x000D_ _x000D_ Savio_x000D_ _x000D_ | [NAME]
2012-02-09 20:03:11 | 2012-02-09 20:34:30 | INC0016744 | 5 - Medium | Service Request | Closed |  | User's account is locked out | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] |  | 2491-05-20 00:00:00 | 2491-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] password in AD. Left a message on his manager's VoiceMail detailing the new password. | [NAME]
2012-02-09 20:57:18 | 2012-02-13 17:26:23 | INC0016750 | 5 - Medium | Service Request | Closed | Assigned External | User needs name changed in AD | Christine [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system | N/A | [NAME] | 2012-02-09 21:04:11 | 2964-06-28 00:00:00 | 2964-06-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Closing ticket, will open a new ticket after HR updates their system | [NAME]
2012-02-09 22:05:18 | 2012-02-14 15:43:09 | INC0016752 | 5 - Medium | Service Request | Closed |  | NetGuard Monitoring Alert Serial Number GL77406942-77969 | [NAME] | Network Level 2 | CI Not Found | Applications | Business Applications | Configuration | False | system |  | Leszek Okrasa | 2012-02-14 14:39:01 | 3082-10-08 00:00:00 | 3082-10-08 00:00:00 | md2-rmdc-3750-wd03 | 1-2 Users Affected | [NAME] | False | 5 | Solved (Permanently) | Device intentionally down. | Leszek Okrasa
2012-02-09 22:22:57 | 2012-02-13 16:20:52 | INC0016754 | 5 - Medium | Service Request | Closed |  | Laptop Request | [NAME] | Deskside - California | CI Not Found | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-10 12:14:47 | 2964-06-28 00:00:00 | 2964-06-28 00:00:00 | Laptop Request | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The new laptop was setup for the user. | [NAME]
2012-02-09 22:41:11 | 2012-02-10 10:42:51 | INC0016755 | 5 - Medium | Service Request | Closed |  | Excel and Power Point are not working | [NAME] | Deskside - Gaithersburg | Excel 2003 | Applications | OS | Install/Remove | False | system |  | [NAME] | 2012-02-09 23:08:22 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | removed office file validation addin, tested ok | [NAME]
2012-02-09 23:39:39 | 2012-02-14 08:30:45 | INC0016756 | 5 - Medium | Service Request | Closed |  | Port for the phone in GTS lab rm. G420 needs configuration | [NAME] | IMAC Coordinator | CI Not Found | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-10 11:27:20 | 3082-10-08 00:00:00 | 3082-10-08 00:00:00 | Phone Request | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | GH, activated port. | [NAME]
2012-02-10 01:23:52 | 2012-02-22 06:20:14 | INC0016759 | 5 - Medium | Incident | Resolved | Assigned External | SAP Password Reset. | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Access | True | WeaverA | INC000003017345 | [NAME] | 2012-02-14 14:26:14 | 00:00:00 |  | SAP ARP | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] was able to login to her account successfully. _x000D_ _x000D_ -Anthony Weaver | [NAME]
2012-02-10 01:43:50 | 2012-02-10 04:37:46 | INC0016761 | 5 - Medium | Incident | Closed |  | deletion of IIS logs | Srinam Misra | CZ - Collaboration & BI - Support | SBYMAS106 | Applications | Business Applications | Performance | False | system |  | Srinam Misra | 2012-02-10 01:46:23 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | All older IIS Logs have been moved and now the C drive of the SBYMAS106 server has free space. This ticket is being resolved as of now. | Srinam Misra
2012-02-10 01:48:06 | 2012-02-10 19:49:51 | [NAME] | 6 - Low | Incident | Closed |  | Monitoring Ticket For C & R | [NAME] | CZ - Clinical & Regulatory - Support | SmartSupplies Forecast (Prod) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-10 01:52:23 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Monitoring completed | [NAME]
2012-02-10 01:52:44 | 2012-02-13 00:20:31 | INC0016763 | 6 - Low | Incident | Closed |  | Monitoring Ticket For EDM | [NAME] | CZ - Collaboration & BI - Support | SBYMAS096 | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-10 01:59:15 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolved | [NAME]
2012-02-10 01:59:21 | 2012-02-13 00:20:59 | INC0016764 | 6 - Low | Incident | Closed |  | Monitoring Ticket For EO | [NAME] | CZ - Enterprise Application - Support | SBYMAS006 | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-10 02:02:20 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | resolved | [NAME]
2012-02-10 02:02:27 | 2012-02-10 19:13:46 | INC0016765 | 6 - Low | Incident | Closed |  | Monitoring Ticket For G & A | [NAME] | CZ - G&A - Support | MD1AS172 | Applications | Business Applications | Fault/Error | False | system |  | Amit Sahoo | 2012-02-10 02:08:30 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Completed monitoring. Attached screen shots and logs. | [NAME]
2012-02-10 02:16:28 |  | INC0016767 | 5 - Medium | Incident | Pending | Assigned External | SAP password reset. | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Fault/Error | True | WeaverA | INC000003017349 | [NAME] | 2012-02-14 14:28:22 | 00:00:00 |  | SAP password reset | 1-2 Users Affected | [NAME] | False | 1
2012-02-10 02:46:30 | 2012-02-10 16:49:38 | INC0016768 | 5 - Medium | Service Request | Closed |  | New employee hire password | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-10 14:46:09 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 | New Employee | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Rep stated that 2962629 was for [NAME] and never mentions either username. The ticket has been resoled. Ticket 1904258 is about installing software and that has been completed and resolved. | [NAME]
2012-02-10 04:59:05 | 2012-02-10 19:45:58 | INC0016772 | 6 - Low | Incident | Closed |  | Issue: Ticket for Monitoring R&D application | [NAME] | CZ - Research & Development - Support | Aperio UK (Prod) | Applications | Business Applications | Performance | False | system |  | [NAME] | 2012-02-10 05:00:51 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Monitored all R&D applications | [NAME]
2012-02-10 05:30:44 | 2012-02-17 00:58:12 | INC0016775 | 5 - Medium | Service Request | Resolved | Pending Customer | Mi Critical Alerts | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | WeaverA |  | [NAME] | 2012-02-10 06:40:50 | 00:00:00 |  | Mi Cricial Allerts | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The servers are up and running. _x000D_ _x000D_ -Anthony Weaver | [NAME]
2012-02-10 06:05:19 | 2012-02-10 06:38:16 | INC0016777 | 5 - Medium | Incident | Closed |  | MI Major [NAME] (MD1AS171, SBYMAS059) | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | Outage | False | system |  | [NAME] | 2012-02-10 06:46:19 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 | Monitoring Console | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | these servers are being migrated from SB TO OMW | [NAME]
2012-02-10 06:18:57 | 2012-02-10 09:15:14 | INC0016779 | 4 - High | Incident | Closed |  | sbymas059.medimmune.com reported as down on Orion Monitoring | [NAME] | Service Desk | SAP BI (Prod) | Server/Data Center | Database/System | Outage | False | system |  |  | 2012-02-10 06:37:04 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 101 or more Users Affected | [NAME] | False | 0 | Solved (Permanently) | Server is being mirgrated. | [NAME]
2012-02-10 06:23:34 | 2012-02-17 17:38:18 | INC0016780 | 5 - Medium | Incident | Resolved |  | restoring Calibration manager [NAME] database backup in the <MD1VM051> server | [NAME] | SAN Storage Support | Calibration Manager (Dev) | ServiceNow | Incident | Performance | True | LeebP |  | [NAME] | 2012-02-10 09:16:11 | 00:00:00 |  |  | 2 to 20 Users Affected | [NAME] | False | 1 | Solved (Work Around) | The server will be re-created by cloning the QAS box. After migrating (cloning), the server will be backed up using Snap-Protect._x000D_ | [NAME]
2012-02-10 06:56:21 | 2012-02-10 07:04:09 | INC0016785 | 5 - Medium | Incident | Closed |  | Grid Guard Pin | [NAME] | Service Desk | CI Not Found | Account Admin | General | Access | False | system |  | Stephanie Hightower | 2012-02-10 06:59:56 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 | Grid Guard Password Reset | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Reset grid guard pin and pin position. | Stephanie Hightower
2012-02-10 07:00:53 | 2012-02-10 07:22:07 | INC0016786 | 5 - Medium | Service Request | Closed |  | Outlook 2003 not connecting to network | [NAME] | Service Desk | Outlook 2003 | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-10 07:22:07 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Updated proper server name for his user name. _x000D_ Outlook connects fine. | [NAME]
2012-02-10 07:22:29 | 2012-02-10 07:38:43 | INC0016788 | 5 - Medium | Service Request | Closed |  | MI Major [NAME] (MDI_SBYMAS059_2) | [NAME] | Intel Server Support | CI Not Found | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  |  | 2012-02-10 07:24:44 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 | Mi Major [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | this server is being migrated from SB to OMW | [NAME]
2012-02-10 07:25:36 | 2012-02-16 14:49:03 | INC0016789 | 5 - Medium | Service Request | Resolved | Pending Customer | Log in to Outlook from home | Trishna Goswami | Service Desk | Outlook 2007 | Applications | Outlook | Configuration | True | TorrenceA |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved (3 Strike) | 3 strikes. | [NAME]
2012-02-10 07:27:50 | 2012-02-22 14:14:31 | INC0016790 | 5 - Medium | Service Request | Resolved |  | On-Boarding for [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-10 07:51:24 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account creation completed on 2/8/12, tickets routed to voice and deskside to complete setup, still no on-boarding form | [NAME]
2012-02-10 07:27:57 | 2012-02-10 07:39:44 | INC0016791 | 5 - Medium | Service Request | Closed |  | OWA not accessable | Trishna Goswami | Service Desk | Outlook 2010 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-02-10 07:39:44 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Trishna is able to connect to the citrix session to navigate to her files. _x000D_ _x000D_ -Anthony | [NAME]
2012-02-10 07:30:38 | 2012-02-10 09:10:08 | INC0016792 | 5 - Medium | Service Request | Closed |  | My Computer Account Rights have expired | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-10 08:38:33 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account extended and manager notified | [NAME]
2012-02-10 07:31:55 | 2012-02-15 12:49:04 | INC0016793 | 5 - Medium | Incident | Closed |  | Needs to uninstall [NAME] | [NAME] | Service Desk | KIMunity (Prod) | Applications | COTS | Access | False | system |  | [NAME] | 2012-02-15 12:49:04 | 3082-10-08 00:00:00 | 3082-10-08 00:00:00 | Unistall software | 1-2 Users Affected | Stephanie Hightower | False | 2 | Solved (Permanently) | installed [NAME] on another ticket for the user successfully and this also resolved this ticket. | [NAME]
2012-02-10 07:45:45 | 2012-02-10 07:52:23 | INC0016795 | 5 - Medium | Incident | Closed |  | User received an error message | [NAME] | Service Desk | Windows XP | Applications | OS | Fault/Error | False | system |  | [NAME] | 2012-02-10 07:52:23 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | When [NAME] called in, the error was no longer there and she had full functionality | [NAME]
2012-02-10 07:51:36 | 2012-02-10 08:25:12 | INC0016796 | 5 - Medium | Incident | Closed |  | Problem Sending E-mail | [NAME] | Service Desk | OnTheGo | Network/Connectivity | Wired | Access | False | system |  | [NAME] | 2012-02-10 07:55:29 | 2609-08-30 00:00:00 | 2609-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Walked user through GridGaurd login_x000D_ User has tested [NAME] and sent all emails from '[NAME]' | [NAME]
2012-02-10 07:53:35 | 2012-02-13 08:55:11 | INC0016797 | 5 - Medium | Service Request | Closed |  | Off boarding [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 08:05:22 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts Disabled, email hid, tickets sent  to voice and deskside. | [NAME]
2012-02-10 08:01:50 | 2012-02-13 07:11:57 | INC0016799 | 5 - Medium | Incident | Closed | Assigned External | [NAME] -Onboarding process update | [NAME] | Service Desk | CI Not Found | Account Admin | General | Access | False | system | 2975758 | Stephanie Hightower | 2012-02-10 08:08:13 | 2845-11-29 00:00:00 | 2845-11-29 00:00:00 | Onboarding | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Notifiied Justin of where the install was performed.  Attached the email from the technician listing the location._x000D_ This request was completed. | Stephanie Hightower
2012-02-10 08:04:28 | 2012-02-10 08:23:07 | INC0016800 | 5 - Medium | Incident | Closed |  | Unable to listen to [NAME] through Outlook | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-10 08:08:27 | 2608-12-05 00:00:00 | 2608-12-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I called [NAME] and left a test VM._x000D_ - I remoted into [NAME]'s computer and could not recreate the problem._x000D_ - I was able to listen to voicemail through Outlook. | [NAME]
2012-02-10 08:08:09 | 2012-02-16 10:02:29 | INC0016803 | 5 - Medium | Service Request | Resolved |  | On-boarding for [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-10 08:10:58 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account was created by IBM, see Ticket#INC000002906937, no additional action taken. Resolving ticket | [NAME]
2012-02-10 08:11:05 | 2012-02-13 08:55:11 | INC0016804 | 5 - Medium | Service Request | Closed |  | Retrieve Computer | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 08:12:58 | 2844-05-23 00:00:00 | 2844-05-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts Disabled, email hid, tickets sent  to voice and deskside. | [NAME]
2012-02-10 08:13:10 | 2012-02-13 08:55:11 | INC0016805 | 5 - Medium | Service Request | Closed |  | [NAME] | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 09:11:21 | 2844-01-19 00:00:00 | 2844-01-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Accounts Disabled, email hid, tickets sent  to voice and deskside. | [NAME]
2012-02-10 08:13:45 | 2012-02-10 10:31:01 | INC0016806 | 5 - Medium | Incident | Closed |  | [NAME] | [NAME] | Voice | [NAME] | Telephony | [NAME] | Access | False | system |  | Christine [NAME] | 2012-02-10 08:14:33 | 2607-05-28 00:00:00 | 2607-05-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] and [NAME] is able to access her VM again. | Christine [NAME]
2012-02-10 08:16:34 | 2012-02-10 12:35:20 | INC0016807 | 5 - Medium | Incident | Closed |  | [NAME] her and several contractors off multiple times a day | [NAME] | Network Level 2 | Wireless | Network/Connectivity | Wireless | Access | False | system |  | [NAME] | 2012-02-10 08:38:21 | 3080-01-18 00:00:00 | 3080-01-18 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 2 | Solved (Permanently) | User kick off every 3-4 hours is policy settings on WLC. | [NAME]
2012-02-10 08:28:05 | 2012-02-13 08:55:35 | INC0016809 | 5 - Medium | Service Request | Closed |  | Off Boarding Cinday Shundo | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 08:33:22 | 2841-08-07 00:00:00 | 2841-08-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts Disabled, email hid, tickets sent  to voice and deskside. | [NAME]
2012-02-10 08:29:16 | 2012-02-13 14:12:34 | INC0016810 | 5 - Medium | Service Request | Closed | Pending Customer | Network ID has expired | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-10 09:26:17 | 2841-05-28 00:00:00 | 2841-05-28 00:00:00 | Account Expired | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Extended, | [NAME]
2012-02-10 08:31:47 |  | INC0016811 | 5 - Medium | Incident | Pending | Pending Customer | Coffee spilled on laptop keyboard | [NAME] | Deskside - Field Sales | CI Not Found | Hardware | Computer | Fault/Error | True | AkpanEm |  | [NAME] | 2012-02-10 08:43:45 | 00:00:00 |  | Keyboard Not working | 1-2 Users Affected | Stephanie Hightower | False | 1
2012-02-10 08:33:53 | 2012-02-10 09:25:59 | INC0016812 | 5 - Medium | Service Request | Closed |  | [NAME] for Cinday Shundo | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  |  | 2012-02-10 09:11:05 | 2840-08-24 00:00:00 | 2840-08-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Accounts Disabled, email hid, tickets sent  to voice and deskside. | [NAME]
2012-02-10 08:34:09 | 2012-02-13 08:52:59 | INC0016813 | 5 - Medium | Incident | Closed |  | Intranet and Internet isn't working | [NAME] | Network Level 2 | CI Not Found | Network/Connectivity | Network Device | Access | False | system |  | [NAME] | 2012-02-10 08:52:28 | 2840-08-08 00:00:00 | 2840-08-08 00:00:00 | Network Issues | 2 to 20 Users Affected | [NAME] | False | 1 | Solved (Permanently) | There was Network issue at Frederick due to WAN Accelerator. That is now resolved. | [NAME]
2012-02-10 08:36:27 | 2012-02-10 08:41:33 | INC0016814 | 5 - Medium | Incident | Closed |  | User complains his PC is very | [NAME] | Service Desk | Windows XP | Applications | Business Applications | Performance | False | system |  | [NAME] | 2012-02-10 08:41:33 | 2603-09-04 00:00:00 | 2603-09-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User's PC is very slow (7 minutes) in opening standard software. | [NAME]
2012-02-10 08:37:41 | 2012-02-13 08:55:35 | INC0016815 | 5 - Medium | Service Request | Closed |  | Retrieve Cinday's computer | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 08:39:41 | 2840-01-09 00:00:00 | 2840-01-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts Disabled, email hid, tickets sent  to voice and deskside. | [NAME]
2012-02-10 08:37:46 | 2012-02-10 08:48:11 | INC0016816 | 5 - Medium | Service Request | Closed |  | laptop freezes/crashes | [NAME] | Service Desk | Desktop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-10 08:48:11 | 2603-06-17 00:00:00 | 2603-06-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | instructed user on how to obtain a new laptop and how to backup his work related data. | [NAME]
2012-02-10 08:44:23 | 2012-02-21 10:11:26 | INC0016820 | 5 - Medium | Service Request | Resolved | Assigned External | Change to ENT-DL (GLBL-Storage & Backup-Support) | Curtis Lam | Exchange Server Support | AD (Active Directory) Account | Account Admin | Modify | Distribution List | True | roosd | N/A | [NAME] | 2012-02-17 13:52:54 | 00:00:00 |  |  | 1-2 Users Affected | Rankit Thakkar | False | 1 | Solved (Permanently) | The membership list has been updated. | [NAME]
2012-02-10 08:46:56 |  | INC0016821 | 5 - Medium | Service Request | In Progress |  | Off boarding [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-10 08:48:45 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-10 08:48:53 | 2012-02-10 09:00:23 | INC0016822 | 5 - Medium | Service Request | Closed |  | Unplanned Termination for Kathrine Allikian | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 08:52:26 | 2601-08-19 00:00:00 | 2601-08-19 00:00:00 | Off Boarding | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Users account has been disabled. | [NAME]
2012-02-10 08:49:11 | 2012-02-14 16:43:52 | INC0016823 | 5 - Medium | Service Request | Closed |  | Retrieve [NAME] Phone | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 09:10:45 | 2956-05-30 00:00:00 | 2956-05-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Issue was taken care of previouslty. | [NAME]
2012-02-10 08:52:43 |  | INC0016824 | 5 - Medium | Service Request | In Progress | Pending Customer | Retrieve [NAME] Computer | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | SuttonJo |  | [NAME] | 2012-02-10 08:54:32 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-10 09:00:26 | 2012-02-10 09:18:01 | INC0016826 | 5 - Medium | Service Request | Closed |  | [NAME] email displaying incorrectly | [NAME] | Deskside - Gaithersburg | [NAME] | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-10 09:44:06 | 2954-07-25 00:00:00 | 2954-07-25 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | Instructed the user to unplug the phone for 30 seconds, plug it back in and try to leave another voicemail with [NAME], if he is still having problems, to call us back | [NAME]
2012-02-10 09:00:33 | 2012-02-16 09:39:24 | INC0016827 | 5 - Medium | Service Request | Resolved |  | Offboarding [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-10 09:01:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts disabled and child tickets resolved. | [NAME]
2012-02-10 09:01:32 |  | INC0016828 | 5 - Medium | Service Request | Pending | Pending Customer | AD Service Account (usmd1.addwks.sv) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | True | GebreyesusS |  | [NAME] | 2012-02-10 09:13:46 | 00:00:00 |  |  | 1-2 Users Affected | Rankit Thakkar | False | 0
2012-02-10 09:03:04 | 2012-02-15 16:04:38 | INC0016829 | 5 - Medium | Service Request | Resolved |  | Retrieve phone for [NAME] | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-10 09:12:24 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Accounts disabled and child tickets resolved. | [NAME]
2012-02-10 09:03:30 | 2012-02-14 11:13:22 | INC0016830 | 5 - Medium | Incident | Closed | Pending Customer | cannot log onto laptop. | Terence Schwager | Deskside - Field Sales | AD (Active Directory) Account | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-10 09:15:50 | 2954-01-22 00:00:00 | 2954-01-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Users password have been reset and sync with his computer computer have been sent back to the user closing ticket | [NAME]
2012-02-10 09:05:51 | 2012-02-15 16:05:23 | INC0016831 | 5 - Medium | Service Request | Resolved |  | Retrieve [NAME] Computer | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-10 09:07:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts disabled and child tickets resolved. | [NAME]
2012-02-10 09:11:43 | 2012-02-14 09:03:47 | INC0016832 | 5 - Medium | Service Request | Closed |  | Offboard Naeem Pervez | Naeem Pervez | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 09:12:48 | 2952-09-16 00:00:00 | 2952-09-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The account is disabled and email is hidden.  Child ticket completed. | [NAME]
2012-02-10 09:13:39 | 2012-02-10 09:41:48 | INC0016833 | 5 - Medium | Service Request | Closed |  | Retrieve Phone for Naeem Pervez | Naeem Pervez | Voice | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  |  | 2012-02-10 09:23:43 | 2952-05-23 00:00:00 | 2952-05-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The account is disabled and email is hidden.  Child ticket completed. | Christine [NAME]
2012-02-10 09:21:57 | 2012-02-16 10:41:15 | INC0016836 | 5 - Medium | Service Request | Resolved |  | Add SaravanaBalaji Krishnaraj to the following Cognizant Queue | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | GebreyesusS |  | [NAME] | 2012-02-10 09:29:58 | 00:00:00 |  |  | 1-2 Users Affected | Rankit Thakkar | False | 0 | Solved (Permanently) | User is already a memner of the GROUPS in the list | [NAME]
2012-02-10 09:29:22 |  | INC0016840 | 5 - Medium | Service Request | Pending | Pending Customer | Request to be added to the pilot Office 2010 | [NAME] | Service Desk | Word 2010 | Applications | Business Applications | Install/Remove | True | DawkinsG |  | [NAME] | 2012-02-10 09:36:18 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-10 09:31:53 | 2012-02-10 10:53:13 | [NAME] | 5 - Medium | Service Request | Closed |  | [NAME] installed on his computer | [NAME] | Service Desk | [NAME] 2003 | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-02-10 09:32:49 | 2594-07-26 00:00:00 | 2594-07-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] has been installed on [NAME]'s computer. | [NAME]
2012-02-10 09:31:58 | 2012-02-10 09:52:52 | INC0016844 | 5 - Medium | Service Request | Closed |  | password reset | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-10 09:51:53 | 2594-07-21 00:00:00 | 2594-07-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | left password in VM | [NAME]
2012-02-10 09:34:02 | 2012-02-10 09:38:58 | [NAME] | 5 - Medium | Service Request | Closed |  | Locked out of computer | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-10 09:38:58 | 2594-03-19 00:00:00 | 2594-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | unlocked account in AD and she was able to login. | [NAME]
2012-02-10 09:34:56 | 2012-02-13 14:28:30 | INC0016848 | 5 - Medium | Service Request | Closed |  | AirCard Deactivation | [NAME] | Executive Support | Laptop | Hardware | Mobile Device | Termination | False | system |  | [NAME] | 2012-02-10 09:40:32 | 2830-08-14 00:00:00 | 2830-08-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User has not responded and aircard has been inactive for over a year. Rivermine will be deactivating this device. | [NAME]
2012-02-10 09:35:14 |  | INC0016849 | 5 - Medium | Service Request | Assigned |  | Access to Share Drive. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Shared Folder | True | [NAME] |  | [NAME] | 2012-02-10 09:40:37 | 00:00:00 |  |  | 1-2 Users Affected | Rankit Thakkar | False | 0
2012-02-10 09:36:01 |  | INC0016850 | 5 - Medium | Service Request | Pending | Assigned External | Test AZER faxing | [NAME] | Executive Gold - Gaithersburg | eCopy | Printing | Hardware | Request For Information | True | PortelliN | copy01 | [NAME] | 2012-02-10 09:41:39 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-10 09:36:41 |  | INC0016851 | 5 - Medium | Service Request | In Progress |  | Test onthego | [NAME] | Executive Gold - Gaithersburg | Laptop | Applications | Business Applications | How To | True | PortelliN |  | [NAME] | 2012-02-10 09:41:15 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-10 09:37:04 | 2012-02-13 14:27:16 | INC0016852 | 5 - Medium | Service Request | Closed |  | iPad activation | [NAME] | Executive Support | iPad | Hardware | Mobile Device | New Request | False | system |  | [NAME] | 2012-02-10 09:38:32 | 2830-04-08 00:00:00 | 2830-04-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Got new password and activated iPad. User is all set. | [NAME]
2012-02-10 09:42:00 | 2012-02-10 10:19:34 | INC0016853 | 4 - High | Incident | Assigned |  | excel slow, won't open files | Vani Narasimhan | SAN Storage Support | Excel 2003 | Applications | COTS | Performance | True | rheringhaus |  |  | 2012-02-17 11:07:13 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | I remotely assisted her and removed office file validation | [NAME]
2012-02-10 09:42:49 | 2012-02-10 10:11:31 | INC0016854 | 5 - Medium | Incident | Closed |  | Outlook not working | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-10 09:45:26 | 2592-10-08 00:00:00 | 2592-10-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I remoted into [NAME]'s computer and restarted [NAME]. I did not see any issues, [NAME] opened with no problems._x000D_ - I ran a Detect and Repair but was unable to complete task_x000D_ - I advised [NAME] that I could either send this to Deskside or she could ta | [NAME]
2012-02-10 09:45:12 | 2012-02-10 10:04:15 | INC0016855 | 5 - Medium | Incident | Closed |  | Outlook Meeting Room availability | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-10 10:04:15 | 2592-05-18 00:00:00 | 2592-05-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Recreated the meeting beginning today and it entered the calendar._x000D_ Informed the user that re-ocurring meetings must be recreated beyond the 6 month time frame. | [NAME]
2012-02-10 09:53:08 | 2012-02-23 09:14:46 | INC0016856 | 5 - Medium | Service Request | Assigned | Pending Customer | VM setup | [NAME] | Voice | [NAME] | Telephony | [NAME] | Configuration | True | HightowerS |  |  | 2012-02-10 09:56:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | The end users voicemail has been configured and is available for messages. I confirmed with a direct dial call to the end users phone. | [NAME]
2012-02-10 09:56:03 | 2012-02-21 11:38:57 | INC0016857 | 5 - Medium | Incident | Resolved |  | LCD Screen is Cracked | [NAME] | Deskside - Gaithersburg | Monitor | Hardware | Computer | Fault/Error | True | LuJ |  | [NAME] | 2012-02-10 10:09:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JK 2/16-Lenovo came and switched out lcd screen but the new lcd screen is messed up as well. lenovo is coming back again | [NAME]
2012-02-10 09:56:50 | 2012-02-10 10:06:18 | INC0016858 | 5 - Medium | Incident | Closed |  | Issue with Microsoft Suite - error message | [NAME] | Service Desk | CI Not Found | Applications | COTS | Fault/Error | False | system |  | Stephanie Hightower | 2012-02-10 10:02:21 | 2590-06-20 00:00:00 | 2590-06-20 00:00:00 | Microsoft Office | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Assisted customer with opening Microsoft office applications in safe mode._x000D_ This removed the error messages he was receiving. | Stephanie Hightower
2012-02-10 09:58:11 | 2012-02-10 11:30:16 | INC0016859 | 5 - Medium | Incident | Closed |  | Needs H: Drive Created | [NAME] | Accounts Administration | CI Not Found | Account Admin | General | Access | False | system |  | Rankit Thakkar | 2012-02-10 09:59:26 | 2590-03-31 00:00:00 | 2590-03-31 00:00:00 | Home Folder | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Home Directory Folder created. | Rankit Thakkar
2012-02-10 10:01:06 |  | INC0016861 | 5 - Medium | Incident | Pending | Pending Customer | Scan Docs on print get invalid Username & Password | [NAME] | Accounts Administration | Printer | Printing | Hardware | Access | True | StilesH |  | [NAME] | 2012-02-15 10:04:57 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-10 10:10:09 |  | INC0016864 | 5 - Medium | Incident | In Progress |  | Unable to connect to internet - Assign this to Network Team | Karthikeyan Venkatesan | Deskside - Gaithersburg | Desktop | Network/Connectivity | Wired | Access | True | JamisonB |  | [NAME] | 2012-02-10 11:37:03 | 00:00:00 |  |  | 1-2 Users Affected | Karthikeyan Venkatesan | False | 1
2012-02-10 10:11:18 | 2012-02-10 11:35:01 | INC0016867 | 5 - Medium | Service Request | Closed |  | User does not get print dialog box in aegis | [NAME] | [NAME] | Aegis (Dev) | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-10 11:35:01 | 2588-02-03 00:00:00 | 2588-02-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Logged into IE with my admin credentials had the user log into aegis and then it prompted to install and add on.  I let it install and now the print dialog box comes up.. Had the user try again with ie under her account and now the user is all set and the dialog box come sup with no issue | [NAME]
2012-02-10 10:13:36 | 2012-02-10 12:13:29 | INC0016868 | 5 - Medium | Service Request | Closed |  | Needs S-Plus installed | [NAME] | Service Desk | S-Plus (N/A) | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-10 10:16:54 | 2587-09-18 00:00:00 | 2587-09-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - During install [NAME] had to interrupt the process._x000D_ - I called Keunpyo (EU), and he advised that he had saved folder onto his desktop._x000D_ - I started the install again, and it installed successfully. | [NAME]
2012-02-10 10:16:54 | 2012-02-14 16:21:59 | INC0016869 | 5 - Medium | Incident | Closed |  | EU cannot sign into Lync | [NAME] | Service Desk | CI Not Found | Applications | COTS | Access | False | system |  | [NAME] | 2012-02-10 10:19:11 | 2942-01-01 00:00:00 | 2942-01-01 00:00:00 | Lync | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I talked to [NAME] today and she was able to get in contact with Modality. They were able to fix her issues and she can log into Lync with no issues. | [NAME]
2012-02-10 10:16:56 | 2012-02-10 10:42:01 | INC0016870 | 5 - Medium | Incident | Closed |  | Emails Stuck in Outbox | [NAME] |  | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] |  | 2587-03-02 00:00:00 | 2587-03-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Forwarded the emails for the user. | [NAME]
2012-02-10 10:24:18 | 2012-02-15 09:37:44 | INC0016872 | 5 - Medium | Service Request | Closed |  | Off Board [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 10:25:22 | 3059-01-24 00:00:00 | 3059-01-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts disabled and child tickets done | [NAME]
2012-02-10 10:26:04 | 2012-02-17 12:58:52 | INC0016873 | 5 - Medium | Service Request | Pending | Pending Customer | S plus install | [NAME] | Service Desk | S-Plus (N/A) | Applications | Business Applications | Install/Remove | True | KrittJ |  | [NAME] | 2012-02-10 10:58:58 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 0 | Not Solved (3 Strike) | 3 Strike policy | [NAME]
2012-02-10 10:26:32 | 2012-02-10 10:44:02 | INC0016874 | 5 - Medium | Service Request | Closed |  | Phone for [NAME] | [NAME] | Voice | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  |  | 2012-02-10 10:29:51 | 3058-09-12 00:00:00 | 3058-09-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts disabled and child tickets done | Christine [NAME]
2012-02-10 10:26:55 | 2012-02-10 10:49:51 | [NAME] | 5 - Medium | Service Request | Closed |  | cannot save to home drive. | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Home Folder | False | system |  | [NAME] | 2012-02-10 10:49:51 | 2585-07-11 00:00:00 | 2585-07-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | remapped users H: and tested successfully | [NAME]
2012-02-10 10:28:45 | 2012-02-10 10:38:58 | INC0016876 | 5 - Medium | Service Request | Pending | Pending Customer | Insight Publisher Account Creation | [NAME] | CZ - Clinical & Regulatory - Support | Insight Publisher (QAS) | Account Admin | New | Account | True | AmalrajJ |  | [NAME] | 2012-02-10 10:38:58 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 0 | Not Solved | The group already exists they just need to add this user to that group. | [NAME]
2012-02-10 10:29:19 | 2012-02-10 10:39:08 | INC0016877 | 5 - Medium | Incident | Closed |  | User stuck in off-line Mode in Outlook. | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Access | False | system |  | [NAME] | 2012-02-10 10:39:08 | 2585-02-17 00:00:00 | 2585-02-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Had the user reset her computer. This resolved the situation. | [NAME]
2012-02-10 10:30:01 | 2012-02-14 15:51:27 | INC0016878 | 5 - Medium | Service Request | Resolved |  | Retrieve Computer | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | [NAME] |  | [NAME] | 2012-02-10 10:33:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts disabled and child tickets done | [NAME]
2012-02-10 10:38:36 |  | INC0016880 | 5 - Medium | Service Request | Pending | Pending Customer | Off Board [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-10 10:41:25 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-10 10:41:38 |  | INC0016881 | 5 - Medium | Service Request | In Progress | Pending Customer | Off Board [NAME] | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | HillJos |  | [NAME] | 2012-02-16 14:45:37 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-10 10:41:43 | 2012-02-10 14:27:40 | INC0016882 | 4 - High | Service Request | Closed |  | Read, Write, and Send access for mailboxes | [NAME] | Accounts Administration | Exchange 2010 | Account Admin | Modify | Mailbox | False | system |  | [NAME] | 2012-02-10 10:44:02 | 2583-02-04 00:00:00 | 2583-02-04 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Permissions have been granted for the requested users. | [NAME]
2012-02-10 10:44:56 | 2012-02-15 16:05:02 | INC0016883 | 5 - Medium | Service Request | Closed |  | Off Board [NAME] | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 10:49:57 | 3055-09-04 00:00:00 | 3055-09-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved (3 Strike) | 3 Strikes Since 02/10/2012 | [NAME]
2012-02-10 10:45:04 |  | INC0016884 | 5 - Medium | Service Request | Assigned |  | Request for Access 2007 | [NAME] | SDD - GA Support | Access 2007 | Applications | COTS | Install/Remove | True | LemanskiD |  | [NAME] | 2012-02-10 11:44:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-10 10:45:37 | 2012-02-13 15:57:35 | INC0016885 | 5 - Medium | Service Request | Closed |  | Free/Busy info in Outlook 2003 | LeeAndria Wills | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-02-10 10:47:51 | 2819-01-03 00:00:00 | 2819-01-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-10-12 I have had a look into this issue with the customer. It would appear that the free/busy information is not available for some of the people she needs to send out meeting requests for. I have tried a clean free busy status on the customers machine but this had made no difference. _x000D_ _x000D_ A new Outlook profile had also been created prior to me looking at this issue. The customer asked for to have the people she e-mailed previously available in her new Outlook profile. I have associated the old N2K file with the new Outlook profile. _x000D_ _x000D_ The customer also notified me that [NAME] would sometimes freeze up on launch. Outlook reported having issues with the customers OST file. I scanned the currently used OST file and the errors have now been repaired. _x000D_ _x000D_ One thing we did notice is that the customer seems to have an issue with viewing free/busy info for other people who have been upgraded to 2010. This seems to be more of a problem after April 1 as per the notes above. This issue does seem inttermittent. When we add people who are on 2003 we are able to see their free/busy info. As this customer manages multiple calendars and also has multiple resource calendars mapped there may be a business case to have her upgraded to Office 2010. it may also be worth checking the customers mailbox on the Exchange Server. | [NAME]
2012-02-10 10:49:58 | 2012-02-10 11:00:45 | INC0016887 | 5 - Medium | Service Request | Closed |  | User Needs AD password reset | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-10 10:56:10 | 2581-09-27 00:00:00 | 2581-09-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Enough time passed for the AD account to unlock itself. | [NAME]
2012-02-10 10:50:09 | 2012-02-10 11:04:56 | INC0016888 | 5 - Medium | Incident | Closed |  | Unable to sync iRep | Tracey Paulsen | CZ - Commercial - Support | MI Mosaic (Offline) | Applications | Mobile Applications | Log In Issue | False | system |  | [NAME] | 2012-02-10 11:02:09 | 2581-09-16 00:00:00 | 2581-09-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User was successfully able to reset password, login (Online/Offline), and sync | [NAME]
2012-02-10 10:52:16 | 2012-02-10 11:13:56 | [NAME] | 5 - Medium | Service Request | Closed |  | Verizon Air Card - Verizon Access Manager | [NAME] | Service Desk | CI Not Found | Hardware | Peripheral | Configuration | False | system |  | [NAME] | 2012-02-10 11:10:52 | 2581-05-12 00:00:00 | 2581-05-12 00:00:00 | Verizon AirCard | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed the new software for the user | [NAME]
2012-02-10 10:54:01 | 2012-02-10 10:55:53 | INC0016893 | 5 - Medium | Service Request | Closed |  | User is requesting to install Adobe PDF writer. | Chad Oh | Executive Support | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | Farzin Saghri | 2012-02-10 10:54:49 | 2581-01-27 00:00:00 | 2581-01-27 00:00:00 | Install app | 1-2 Users Affected | Farzin Saghri | False | 0 | Solved (Permanently) | Successfully installed [NAME] writer for user. User was able to edit his documents. Per Chad, issue resolved. | Farzin Saghri
2012-02-10 10:57:31 | 2012-02-14 09:02:31 | INC0016895 | 5 - Medium | Service Request | Closed |  | Off Board for [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 10:58:37 | 2935-05-01 00:00:00 | 2935-05-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The account is disabled and email is hidden, moved to 30 day. | [NAME]
2012-02-10 11:03:01 | 2012-02-10 11:20:18 | INC0016899 | 5 - Medium | Incident | Closed |  | Opening a PDF crashes Internet Explorer | [NAME] | Service Desk | Internet Explorer 7 | Applications | COTS | Fault/Error | False | system |  | [NAME] | 2012-02-10 11:15:45 | 2579-08-06 00:00:00 | 2579-08-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Not Solved | User informed me that a Technician was already in route to her desk to resolve the issue.. | [NAME]
2012-02-10 11:04:59 | 2012-02-15 09:38:35 | INC0016900 | 5 - Medium | Service Request | Closed |  | Off Board [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 11:06:29 | 3052-05-19 00:00:00 | 3052-05-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts disabled and child tickets resolved. | [NAME]
2012-02-10 11:06:36 | 2012-02-10 11:21:30 | INC0016901 | 5 - Medium | Incident | Closed |  | IssueTrak HCP - Error while re-opening an HCP Profile for Issue# 120 | [NAME] | CZ - Commercial - Support | IssueTrak (Prod) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-10 11:10:02 | 2579-01-03 00:00:00 | 2579-01-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Issue has been addressed and fixed. Now the user would be able to resubmit the HCP Profile Info. ([NAME] attachment) | [NAME]
2012-02-10 11:07:14 |  | INC0016902 | 2 - Severe Outage | Incident | In Progress |  | A number of new users created in AD not appearing in GAL | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Fault/Error | True | NoelA |  | [NAME] | 2012-02-10 11:09:04 | 00:00:00 |  |  | 21 to 100 Users Affected | [NAME] | False | 0
2012-02-10 11:07:33 | 2012-02-10 18:33:39 | INC0016903 | 5 - Medium | Service Request | Closed |  | Off Board [NAME] | [NAME] | Voice | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | Christine [NAME] | 2012-02-10 11:10:22 | 3051-12-17 00:00:00 | 3051-12-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts disabled and child tickets resolved. | Christine [NAME]
2012-02-10 11:07:49 | 2012-02-10 13:50:48 | INC0016904 | 5 - Medium | Service Request | Closed |  | activate a port for hp lazer jet printer | [NAME] | Deskside - Gaithersburg | [NAME] | Network | Wired | Access Request | False | system |  | [NAME] | 2012-02-10 11:12:17 | 2578-10-22 00:00:00 | 2578-10-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Acivated the mentioned port | [NAME]
2012-02-10 11:08:21 | 2012-02-10 11:12:30 | INC0016905 | 5 - Medium | Service Request | Closed |  | [NAME] | [NAME] | Service Desk | CI Not Found | Non IT Services related | Non IT Services Related | Phone Call | False | system |  | [NAME] | 2012-02-10 11:11:37 | 2578-09-20 00:00:00 | 2578-09-20 00:00:00 | How-To | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | E-mailed the user with a link to Azer. | [NAME]
2012-02-10 11:10:30 | 2012-02-10 11:15:26 | INC0016906 | 5 - Medium | Incident | Closed |  | Account is locked | [NAME] | Service Desk | CI Not Found | Account Admin | General | Access | False | system |  | Stephanie Hightower | 2012-02-10 11:12:44 | 2578-05-14 00:00:00 | 2578-05-14 00:00:00 | Locked account | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | I changed the password in AD. emailing the manger the new password per his request._x000D_ _x000D_ _x000D_ Sent password to correct email address. | Stephanie Hightower
2012-02-10 11:10:41 | 2012-02-14 16:16:10 | INC0016907 | 5 - Medium | Service Request | Closed |  | Off Board [NAME] | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 11:13:58 | 3051-06-12 00:00:00 | 3051-06-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts disabled and child tickets resolved. | [NAME]
2012-02-10 11:14:45 | 2012-02-13 14:10:59 | INC0016908 | 5 - Medium | Service Request | Closed |  | Off Board [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 11:17:12 | 2814-03-22 00:00:00 | 2814-03-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Acounts disabled, hid email. | [NAME]
2012-02-10 11:17:44 | 2012-02-13 10:00:54 | INC0016909 | 5 - Medium | Service Request | Closed | Pending Customer | Off Board [NAME] | [NAME] | Voice | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 11:19:59 | 2813-09-24 00:00:00 | 2813-09-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Acounts disabled, hid email. | [NAME]
2012-02-10 11:20:07 | 2012-02-13 14:10:59 | INC0016910 | 5 - Medium | Service Request | Closed |  | Off Board [NAME] | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 11:21:56 | 2813-05-04 00:00:00 | 2813-05-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Acounts disabled, hid email. | [NAME]
2012-02-10 11:21:08 | 2012-02-10 11:58:00 | INC0016911 | 5 - Medium | Incident | Closed |  | outlook 2003 is not functioning | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-10 11:25:43 | 2576-08-14 00:00:00 | 2576-08-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | i remoted in  and was able to enable the out of office because it was showing disabled . _x000D_ and after that she did not have the error message anymore. | [NAME]
2012-02-10 11:22:14 | 2012-02-10 11:45:56 | INC0016912 | 5 - Medium | Service Request | Resolved |  | Excel is running slow | [NAME] | Service Desk | Excel 2003 | Applications | Business Applications | s_Business Applications_New Functionalit | True | KrittJ |  | [NAME] | 2012-02-10 11:45:56 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | erased the validation add-in again and excel is running fine. If this happens again, we will send this to desk side to investigate | [NAME]
2012-02-10 11:23:11 | 2012-02-13 12:20:50 | INC0016913 | 5 - Medium | Service Request | Closed | Pending Customer | [NAME] (username: pault) has lost access to his account. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-10 16:15:41 | 2812-11-01 00:00:00 | 2812-11-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Extended the account after getting approval for the manager. | [NAME]
2012-02-10 11:26:05 | 2012-02-13 14:26:42 | INC0016914 | 5 - Medium | Service Request | Closed |  | Install local printer at home | [NAME] | Executive Gold - Gaithersburg | Printer | Hardware | Peripheral | Configuration | False | system |  | [NAME] | 2012-02-10 11:27:14 | 2812-05-11 00:00:00 | 2812-05-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Installed local printer wired and wireless. Tested. | [NAME]
2012-02-10 11:31:49 | 2012-02-10 11:40:20 | INC0016915 | 5 - Medium | Service Request | Closed |  | Wants Adobe Flash Player Installed | [NAME] | Service Desk | CI Not Found | Applications | COTS | Install/Remove | False | system |  | [NAME] |  | 2574-11-12 00:00:00 | 2574-11-12 00:00:00 | Adobe [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed [NAME] on his computer. | [NAME]
2012-02-10 11:35:01 | 2012-02-10 11:37:39 | INC0016917 | 5 - Medium | Service Request | Closed |  | New battey request | [NAME] | [NAME] | Battery | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-10 11:37:39 | 2574-05-04 00:00:00 | 2574-05-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Provided the user with a new battery | [NAME]
2012-02-10 11:37:46 | 2012-02-10 11:50:23 | INC0016918 | 5 - Medium | Service Request | Closed |  | Wireless issues while at work | [NAME] | [NAME] | Wireless | Applications | OS | Configuration | False | system |  | [NAME] | 2012-02-10 11:50:23 | 2573-11-20 00:00:00 | 2573-11-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Removed guest wireless and any other wireless networks that were saved on his computer and added back the HQ09 wireless network and now the user is all set | [NAME]
2012-02-10 11:43:42 | 2012-02-10 11:51:20 | INC0016919 | 5 - Medium | Service Request | Closed |  | FluMist Data Load For AMS Ranking Report Generation | [NAME] | CZ - Commercial - Support | AMS (N/A) | Applications | Business Applications | s_Business Applications_Request For [NAME] | False | system |  | [NAME] | 2012-02-10 11:46:23 | 2572-11-29 00:00:00 | 2572-11-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | - Data Uploaded into AMS and pushed to ARTiS_x000D_ - Communicated User to generate the Ranking Report. | [NAME]
2012-02-10 11:44:35 | 2012-02-13 12:13:01 | INC0016920 | 5 - Medium | Service Request | Closed |  | project, access and vizio install | Fereshteh Abedinpour | Deskside - Frederick | Project 2003 | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-02-10 12:01:00 | 2809-04-27 00:00:00 | 2809-04-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | stopped by users office and installed [NAME], Project, and JMP software. tested and works. | [NAME]
2012-02-10 11:47:32 | 2012-02-10 12:07:11 | INC0016923 | 5 - Medium | Incident | Closed |  | User is unable to open Excel | [NAME] |  | Laptop | Hardware | Computer | Performance | False | system |  | [NAME] |  | 2572-04-13 00:00:00 | 2572-04-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Remoted into the user's computer. Used my ops account to go into Add/Remove Program.Removed the program Office File Validation. Then opened Word, Excel, and [NAME] in Safe Mode to reset the registry keys. | [NAME]
2012-02-10 11:48:00 | 2012-02-10 12:35:44 | INC0016924 | 5 - Medium | Incident | Closed |  | Outlook wont sync | Ameila Amaya | Service Desk | Outlook 2003 | Applications | Outlook | Access | False | system |  | [NAME] | 2012-02-10 12:35:44 | 2572-03-16 00:00:00 | 2572-03-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | erased the validation add-in and excel is running fine. | [NAME]
2012-02-10 11:50:29 | 2012-02-10 11:54:12 | INC0016925 | 5 - Medium | Service Request | Closed |  | A/c Adpater request | [NAME] | [NAME] | CI Not Found | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-10 11:54:12 | 2571-10-19 00:00:00 | 2571-10-19 00:00:00 | A/c Adapter | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Provided the user with a new A/c adapter and now the user is all set | [NAME]
2012-02-10 11:54:02 | 2012-02-13 09:02:44 | INC0016926 | 5 - Medium | Incident | Closed | Assigned External | Double entry of [NAME] address in AZ GAL for [NAME] | [NAME] | Service Desk | Exchange 2010 | Account Admin | General | Fault/Error | False | system | 3003073 | [NAME] | 2012-02-10 11:58:26 | 2807-10-08 00:00:00 | 2807-10-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | From: AZ: IBM Global IAM, Bangalore [mailto:[EMAIL]] _x000D_ Sent: Monday, February 13, 2012 12:21 AM_x000D_ To: IS Service Desk_x000D_ Cc: AZ: R G, Parthiban (IBM)_x000D_ Subject: INC000003006048-_x000D_ _x000D_ Hi,_x000D_ AS per the request, X-account has been removed form GAL  below user_x000D_ _x000D_ X:[NAME], Philippe_x000D_ _x000D_ Server take some 24-48 hour to replicate in GAL._x000D_ _x000D_ The associated ticket will now be in resolved state._x000D_ _x000D_ However you can revert for any queries regarding the ticket and ticket can be re-opened, if any further modifications needs to be done on the same_x000D_ _x000D_ _x000D_ _x000D_ Thanks & Regards, _x000D_ Parthiban_x000D_ Global Identity and Access Management Administrator_x000D_ TEL - +44(0)1625 510 300_x000D_ _x000D_ | [NAME]
2012-02-10 11:54:16 | 2012-02-10 12:31:05 | INC0016927 | 4 - High | Incident | Closed |  | Calls are being forwarded to the wrong extension | [NAME] | Voice | [NAME] | Telephony | [NAME] | Fault/Error | False | system |  |  | 2012-02-10 11:57:46 | 2571-03-06 00:00:00 | 2571-03-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Removed the CFwdALL  to 84400 parameter. | Christine [NAME]
2012-02-10 11:54:44 | 2012-02-10 12:05:30 | INC0016929 | 5 - Medium | Incident | Closed |  | Trying to Connect to Webex | [NAME] |  | CI Not Found | Applications | Business Applications | Fault/Error | False | system |  | [NAME] |  | 2571-02-06 00:00:00 | 2571-02-06 00:00:00 | Webex | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | User as able to get into the webex meeting. | [NAME]
2012-02-10 11:54:48 | 2012-02-10 14:30:03 | INC0016930 | 2 - Severe Outage | Service Request | Closed |  | Training environment server SBYMAS098 server was down | [NAME] | Intel Server Support | CI Not Found | Server/Data Center | Hardware | Request/Replace | False | system |  |  | 2012-02-10 13:48:59 | 2571-02-02 00:00:00 | 2571-02-02 00:00:00 | sbymas098 | 101 or more Users Affected | [NAME] | False | 0 | Solved (Permanently) | Server is being migrated from 2/9 - 2/13 therefore it will be inaccessible.   [NAME] has informed the requestor.  This is not an outage. | Thuan Tran
2012-02-10 12:00:02 | 2012-02-10 12:23:29 | INC0016932 | 5 - Medium | Incident | Closed |  | Unable to access Outlook | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-10 12:23:28 | 2570-03-25 00:00:00 | 2570-03-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Changed user network password, and had the user login again. | [NAME]
2012-02-10 12:01:26 | 2012-02-10 12:11:18 | [NAME] | 5 - Medium | Service Request | Closed |  | what's the wireless network login | [NAME] | Service Desk | Wireless | Network | Wireless | Access Request | False | system |  | [NAME] | 2012-02-10 12:11:18 | 2569-12-31 00:00:00 | 2569-12-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | provided user with username and password for the wireless network | [NAME]
2012-02-10 12:10:59 | 2012-02-15 07:53:21 | INC0016934 | 5 - Medium | Service Request | Closed |  | On boarding request - [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-10 14:56:51 | 3041-07-16 00:00:00 | 3041-07-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account created and manager informed. A separate ticket sent to hardware for computer setup | [NAME]
2012-02-10 12:13:54 | 2012-02-22 13:14:40 | INC0016935 | 5 - Medium | Incident | Resolved |  | Blue Screen | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | OS | Outage | True | BryersA |  | [NAME] | 2012-02-13 08:21:19 | 00:00:00 |  | windows xp | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Re-imaged the users computer after discovering that the memory was bad and caused the corruption with the HDD now the user is all set and all data and programs were put back onto the users computer | [NAME]
2012-02-10 12:19:35 |  | INC0016937 | 5 - Medium | Service Request | Pending | Pending Customer | Mindmanager8 install | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Install/Remove | True | PerryA |  | [NAME] | 2012-02-10 12:39:56 | 00:00:00 |  | Mindmanager | 1-2 Users Affected | [NAME] | False | 0
2012-02-10 12:27:22 | 2012-02-10 12:32:25 | INC0016938 | 5 - Medium | Incident | Closed |  | Need new IP | [NAME] | Intel Server Support | SBYMAS301 | Other | Other | Other | False | system |  | [NAME] | 2012-02-10 12:32:25 | 2565-09-27 00:00:00 | 2565-09-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | SBYMAS059 - 10.46.64.22_x000D_ SBYMAS062 - 10.46.48.22_x000D_ SBYMAS081 - 10.46.64.23_x000D_ SBYMAS301 - 10.46.48.27_x000D_ | [NAME]
2012-02-10 12:31:22 | 2012-02-15 15:14:25 | INC0016940 | 5 - Medium | Incident | Closed | Assigned External | AZ Team cannot connect to Aegis QAS | Sridharan Balasubramanian | Service Desk | Aegis (QAS) | Network/Connectivity | Remote | Access | False | system | IBM | [NAME] |  | 3038-03-11 00:00:00 | 3038-03-11 00:00:00 |  | 1-2 Users Affected | Sridharan Balasubramanian | False | 0 | Solved (Permanently) | Server Was mirgrated | [NAME]
2012-02-10 12:37:43 | 2012-02-10 12:58:27 | INC0016942 | 5 - Medium | Incident | Closed |  | User is unable to open Outlook | [NAME] | Service Desk | CI Not Found | Network/Connectivity | Wired | Performance | False | system |  | [NAME] | 2012-02-10 12:58:27 | 2564-01-15 00:00:00 | 2564-01-15 00:00:00 | Network connection slow | 1-2 Users Affected | [NAME] | False | 1 | Solved First Call by Service Desk | Issue fixed  itself when I remoted in. | [NAME]
2012-02-10 12:42:04 | 2012-02-15 13:50:47 | INC0016944 | 5 - Medium | Service Request | Closed | Pending Customer | New Hire - Contractor - Please assign phone and voice to: [NAME] ext 81212 | [NAME] | Voice | AD (Active Directory) Account | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-10 12:44:46 | 3036-06-07 00:00:00 | 3036-06-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | left a test voice message for the user... | [NAME]
2012-02-10 12:56:00 |  | INC0016945 | 5 - Medium | Service Request | Pending | Pending Customer | Need account permissions for adding and change phones in Call Manager | [NAME] | Voice | CI Not Found | Account Admin | New | Access | True | BakerC |  | Christine [NAME] | 2012-02-10 13:26:49 | 00:00:00 |  | Call Manager | 1-2 Users Affected | [NAME] | False | 0
2012-02-10 13:01:53 | 2012-02-13 07:14:18 | INC0016946 | 5 - Medium | Incident | Closed | Pending Part | Needs SAP installed | April Lopez | Service Desk | CI Not Found | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-10 13:07:41 | 2796-08-15 00:00:00 | 2796-08-15 00:00:00 | SAP | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Per [NAME] (EU); This ticket has been completed by our local IS group._x000D_ | [NAME]
2012-02-10 13:02:20 | 2012-02-10 13:28:52 | INC0016947 | 5 - Medium | Incident | Closed |  | slow computer | [NAME] | Service Desk | CI Not Found | Applications | OS | Performance | False | system |  | [NAME] | 2012-02-10 13:28:52 | 2559-12-30 00:00:00 | 2559-12-30 00:00:00 | windows xp | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I scheduled a chkdsk _x000D_ I defragged her computer_x000D_ I cleared the cache_x000D_ [NAME] will call back if she is still having issues | [NAME]
2012-02-10 13:10:57 | 2012-02-13 09:47:24 | INC0016951 | 5 - Medium | Incident | Closed |  | TEST | [NAME] | CZ - Commercial - Support | Other | Other | Other | Other | False | system |  | [NAME] | 2012-02-10 13:11:45 | 2795-02-18 00:00:00 | 2795-02-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | test | [NAME]
2012-02-10 13:19:20 | 2012-02-10 13:24:06 | INC0016955 | 5 - Medium | Incident | Closed |  | not able to login network password | [NAME] | Service Desk | CI Not Found | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-10 13:23:27 | 2557-03-15 00:00:00 | 2557-03-15 00:00:00 | locked account | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | unable to login says account was locked._x000D_ she was succesful logging in on the phone | [NAME]
2012-02-10 13:30:11 | 2012-02-10 15:12:16 | INC0016959 | 5 - Medium | Incident | Closed |  | User is unable to attach to file in Azer or delete file | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-10 13:49:02 | 2555-06-03 00:00:00 | 2555-06-03 00:00:00 | Azer | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Received an e-mail from [NAME] saying that the situation was resolved. | [NAME]
2012-02-10 13:30:13 | 2012-02-10 14:17:32 | INC0016960 | 4 - High | Service Request | Closed |  | Need a small Netapp LUN created on FRD Flexpod for eTMF POC | [NAME] | Storage Backup Team | FRD-APPS-NOVMOTION | Other | Other | Other | False | system |  |  | 2012-02-10 13:41:28 | 2555-06-01 00:00:00 | 2555-06-01 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] creation to existing zoned systems | [NAME]
2012-02-10 13:34:18 | 2012-02-14 14:46:25 | INC0016961 | 5 - Medium | Service Request | Closed |  | Monitor has a bright red line across the screen | Cuiping Zhao | Deskside - Frederick | Monitor | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-10 13:45:05 | 2909-07-29 00:00:00 | 2909-07-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | replaced monitor at users desk. | [NAME]
2012-02-10 13:35:23 | 2012-02-10 13:46:49 | [NAME] | 5 - Medium | Service Request | Closed |  | Org chart | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-10 13:46:49 | 2554-07-26 00:00:00 | 2554-07-26 00:00:00 | Org Chart Plug-in | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User was able to open Org chart after install was completed | [NAME]
2012-02-10 13:35:27 | 2012-02-15 13:52:31 | INC0016963 | 5 - Medium | Service Request | Closed | Pending Customer | New Hire, Contractor - Tina Tarrant - Please assign voice ext 81217 | [NAME] | Voice | AD (Active Directory) Account | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-10 13:37:38 | 3027-08-31 00:00:00 | 3027-08-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Payroll-help-desk@medimmune.com_x000D_ | [NAME]
2012-02-10 13:40:25 | 2012-02-10 14:15:02 | INC0016965 | 5 - Medium | Service Request | Closed | Pending Customer | Needs Visio 2003 Installed | Nita Sureka | Service Desk | [NAME] 2003 | Applications | OS | Install/Remove | False | system |  | [NAME] | 2012-02-10 13:43:26 | 2553-09-27 00:00:00 | 2553-09-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Per Nita (EU); Installation is complete -_x000D_ Thanks for your help Carrie/ It was very quick | [NAME]
2012-02-10 13:40:28 |  | INC0016966 | 5 - Medium | Service Request | Pending | Assigned External | logged into SAP 3 times incorrectly and is now locked out. | Bradley Peters | Service Desk | SAP BI (Prod) | Account Admin | Reset | Password | True | HallW | 3003233 | [NAME] | 2012-02-10 14:05:35 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-10 13:43:59 | 2012-02-10 14:35:47 | INC0016967 | 5 - Medium | Incident | Closed |  | not able to login to medimmune.com | [NAME] | Service Desk | OnTheGo | Network/Connectivity | Remote | Access | False | system |  | [NAME] | 2012-02-10 14:04:22 | 2553-02-25 00:00:00 | 2553-02-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Remoted into machine via webex. Added Medimmune.com to the trusted site._x000D_ Client was able to access MedImmune.com | [NAME]
2012-02-10 13:52:00 | 2012-02-10 13:54:43 | INC0016973 | 5 - Medium | Incident | Closed |  | Unable to access training documents in ELMS and login issues | [NAME] | Deskside - Gaithersburg | Internet Explorer 7 | Other | Other | Other | False | system |  | [NAME] | 2012-02-10 13:53:41 | 2551-11-02 00:00:00 | 2551-11-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | resolved login citrix ica error, set elms and home.medimmune.com to trusted sites and turned off pop up blocker for trusted sites, tested ok | [NAME]
2012-02-10 13:53:54 | 2012-02-10 13:59:29 | INC0016974 | 5 - Medium | Service Request | Closed |  | eLMS password question | [NAME] |  | eLMS Enterprise Elements (Prod) | Applications | COTS | How To | False | system |  | [NAME] |  | 2551-07-11 00:00:00 | 2551-07-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Had user log in with his network username/password. | [NAME]
2012-02-10 13:54:51 | 2012-02-10 14:56:28 | INC0016977 | 5 - Medium | Service Request | Closed |  | Image X200 test machine | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-10 13:55:44 | 2551-05-15 00:00:00 | 2551-05-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | provided freshly imaged x200 as requested, updated inventory | [NAME]
2012-02-10 14:02:39 | 2012-02-10 14:04:38 | INC0016981 | 5 - Medium | Service Request | Closed |  | eLMS PIN Reset | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-10 14:04:38 | 2550-02-01 00:00:00 | 2550-02-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User remembered his correct login information | [NAME]
2012-02-10 14:03:33 |  | INC0016982 | 5 - Medium | Service Request | In Progress | Pending Customer | PC request form | [NAME] | IMAC Coordinator | Desktop | Hardware | Computer | Request/Replace | True | HerronG |  | [NAME] | 2012-02-16 10:09:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-10 14:05:30 | 2012-02-10 16:59:40 | INC0016984 | 5 - Medium | Service Request | Closed |  | User need 4 distribution lists created | [NAME] | Accounts Administration | AD (Active Directory) Account | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-10 15:12:27 | 2549-08-14 00:00:00 | 2549-08-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The following DLs have been created:_x000D_ - I9-PA _x000D_ - I9-FMC _x000D_ - I9-OMW _x000D_ - I9-CA_x000D_ | [NAME]
2012-02-10 14:08:07 |  | INC0016986 | 5 - Medium | Incident | Pending | Pending Customer | No dial tone at extension 85832 | [NAME] | Service Desk | [NAME] | Telephony | Line/Circuit | Fault/Error | True | LuccaM |  | [NAME] | 2012-02-17 09:03:22 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4
2012-02-10 14:08:20 | 2012-02-14 11:45:28 | INC0016987 | 5 - Medium | Service Request | Closed | Pending Customer | Unable to get juniper client installed -Kirk [NAME] (Affected user) | [NAME] | Deskside - PA | OnTheGo | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-14 09:39:32 | 2903-12-26 00:00:00 | 2903-12-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Logged into ops account. installed [NAME] connect. OnTheGo work properly. | [NAME]
2012-02-10 14:19:19 | 2012-02-10 14:32:41 | [NAME] | 5 - Medium | Service Request | Closed |  | cannot save any files to home folder. | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Home Folder | False | system |  | [NAME] | 2012-02-10 14:32:41 | 2547-05-08 00:00:00 | 2547-05-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | remapped users H: to the proper home drive location successfully and verified. | [NAME]
2012-02-10 14:25:54 | 2012-02-14 10:52:21 | INC0016996 | 5 - Medium | Service Request | Closed |  | User trying to set up telephone conference account | Baoming [NAME] | Service Desk | CI Not Found | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-10 14:34:00 | 2901-02-05 00:00:00 | 2901-02-05 00:00:00 | Telephone Conference | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Received word from the user that the information provided wassufficent. | [NAME]
2012-02-10 14:26:13 |  | INC0016997 | 5 - Medium | Service Request | Pending | Pending Customer | load balancer for sharepoint QAS | Efren Saraza | Network Level 3 | Sharepoint (QAS) | Applications | Business Applications | Configuration | True | TyreeJ |  | Praveen Kumar | 2012-02-13 13:18:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4
2012-02-10 14:34:05 | 2012-02-13 15:42:25 | INC0016998 | 5 - Medium | Service Request | Closed |  | New Hire - Contractor - Priscilla Cosby, Please assign voice to ext 1754 | [NAME] | Deskside - PA | AD (Active Directory) Account | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-10 15:54:16 | 2781-06-23 00:00:00 | 2781-06-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Caller ID updated and VM created - ext: 5011754 | [NAME]
2012-02-10 14:36:59 | 2012-02-15 13:58:27 | INC0017001 | 5 - Medium | Service Request | Closed | Pending Customer | Voicemails not in Outlook | [NAME] | Voice | [NAME] | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-10 14:49:18 | 3017-07-22 00:00:00 | 3017-07-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Password reset to 853218_x000D_ _x000D_ _x000D_ Please respond to all once you access your voice mail | [NAME]
2012-02-10 14:38:11 | 2012-02-13 18:56:47 | INC0017003 | 4 - High | Service Request | Closed | Assigned External | Needs Access to a Folder | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Home Folder | False | system | N/A | [NAME] | 2012-02-10 14:41:06 | 2780-10-20 00:00:00 | 2780-10-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | EU has been granted access to Corporate Planning folder._x000D_ | [NAME]
2012-02-10 14:38:41 | 2012-02-21 11:59:32 | INC0017004 | 4 - High | Service Request | Resolved |  | static IP address assigned for new project | [NAME] | Network Level 2 | CI Not Found | Network | Wired | Request for Information | True | OkrasaL |  | Leszek Okrasa | 2012-02-10 14:59:57 | 00:00:00 |  | Lab | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Assigned static IP for device and confirmed with end user that it is working as intended. | Leszek Okrasa
2012-02-10 14:40:00 | 2012-02-15 12:43:53 | INC0017006 | 5 - Medium | Service Request | Closed | Pending Customer | Upgrade my outlook | [NAME] | Service Desk | Outlook 2003 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-10 14:45:56 | 3017-01-22 00:00:00 | 3017-01-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | upgraded | [NAME]
2012-02-10 14:41:03 | 2012-02-10 14:57:29 | INC0017007 | 5 - Medium | Service Request | Closed |  | Off Board Dara Rodola | Dara Rodola | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 14:47:42 | 2543-10-12 00:00:00 | 2543-10-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Disabled, hid in exchange emailed manager child tickets. | [NAME]
2012-02-10 14:42:05 | 2012-02-10 16:27:32 | INC0017008 | 5 - Medium | Service Request | Resolved |  | Request for instruction to connect Blackberry to MedImmune Network | Karthikeyan Venkatesan | Deskside - Gaithersburg | Blackberry | Hardware | Mobile Device | How To | True | [NAME] |  | [NAME] | 2012-02-10 18:11:59 | 00:00:00 |  |  | 1-2 Users Affected | Karthikeyan Venkatesan | True | 1 | Solved First Call by Service Desk | Left voicemail for user explaining where the MediGuest info can be found. | [NAME]
2012-02-10 14:44:37 |  | INC0017010 | 5 - Medium | Service Request | In Progress |  | pc request form | [NAME] | IMAC Coordinator | Desktop | Hardware | Computer | Request/Replace | True | HerronG |  | [NAME] | 2012-02-16 16:02:13 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-10 14:47:51 | 2012-02-22 07:47:21 | INC0017012 | 5 - Medium | Service Request | Resolved | Pending Customer | Off Board Dara Rodola | Dara Rodola | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-18 15:32:35 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Hi [NAME], _x000D_ My name was Dara Rodola under my previous ID number 90006457, which was my temporary ID number through [NAME].  I changed my name during the time I was a temp, but [NAME] never sent the paperwork over to MedImmune so my name was never changed under my temp ID.  When I became a permanent employee on January 3rd, 2012, I received a new ID number 14737 and I used my new name [NAME]. _x000D_ So there probably were two SAP accounts for me, but not with the same name.  It appears that the Dara Rodola account has been deactivated._x000D_ If you still need any information, just let me know._x000D_ Thanks and have a great day!_x000D_ Dara_x000D_ | [NAME]
2012-02-10 14:49:02 | 2012-02-10 15:52:47 | INC0017015 | 5 - Medium | Incident | Closed | Pending Customer | Unable to open Outlook | [NAME] | Executive Support | Outlook 2003 | Applications | Outlook | Performance | False | system |  | Stefon Elliott | 2012-02-10 14:55:26 | 2542-06-20 00:00:00 | 2542-06-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Outlook profile was removed and rebuild. After doing so user was able to launch [NAME] without incident. No further action required. | Stefon Elliott
2012-02-10 14:49:57 | 2012-02-13 12:14:12 | INC0017016 | 5 - Medium | Service Request | Closed |  | Off Board Dara Rodola | Dara Rodola | Deskside - Frederick | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 14:51:52 | 2778-11-14 00:00:00 | 2778-11-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | spoke with users manager and she is still employed. user is going from temp to full time. | [NAME]
2012-02-10 14:51:34 | 2012-02-10 15:02:52 | INC0017018 | 5 - Medium | Incident | Closed |  | Outlook offline | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-10 15:02:05 | 2542-01-19 00:00:00 | 2542-01-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | issue resolved | [NAME]
2012-02-10 14:54:06 | 2012-02-17 12:16:57 | INC0017019 | 5 - Medium | Incident | Resolved | Pending Customer | Blank Screen When Logs In | [NAME] | Deskside - Gaithersburg | Desktop | Hardware | Computer | Performance | True | SuttonJo |  | [NAME] | 2012-02-10 15:02:03 | 00:00:00 |  | Desktop | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-17-12 I have spoken with the customer and he informs me that this is no longer an issue. | [NAME]
2012-02-10 14:57:34 | 2012-02-10 15:28:24 | INC0017021 | 5 - Medium | Incident | Pending | Pending Customer | [NAME] errors when docked and rebooting. | [NAME] | Deskside - Frederick | Desktop | Hardware | Computer | Fault/Error | True | BosherB |  | [NAME] | 2012-02-15 09:41:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 1 | Solved (Work Around) | performed a hard reset on the device and no verifiable problems were found at this time. user will call back and reference this ticket to be forwarded to deskside if need be. | [NAME]
2012-02-10 14:58:56 | 2012-02-10 15:07:40 | INC0017023 | 5 - Medium | Service Request | Closed |  | Off Board [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 15:00:17 | 2540-11-03 00:00:00 | 2540-11-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts disabled | [NAME]
2012-02-10 15:00:20 | 2012-02-14 09:25:08 | INC0017024 | 5 - Medium | Service Request | Closed | Pending Customer | Off Board [NAME] | [NAME] | IMAC Coordinator | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-14 08:17:56 | 2895-06-10 00:00:00 | 2895-06-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | GH, spoke with [NAME], she is through listening to the voice mails. Deleted user's phone number and phone profile, resolving ticket. | [NAME]
2012-02-10 15:00:52 | 2012-02-14 13:06:56 | INC0017025 | 5 - Medium | Service Request | Closed |  | request for a smaller laptop | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Request For Information | False | system |  | [NAME] | 2012-02-13 13:36:38 | 2895-05-09 00:00:00 | 2895-05-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | swapped laptops for user and installed visio | [NAME]
2012-02-10 15:02:25 | 2012-02-13 13:56:40 | INC0017026 | 5 - Medium | Service Request | Closed |  | Off Board [NAME] | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | Avinash Dunham | 2012-02-10 15:04:26 | 2776-10-27 00:00:00 | 2776-10-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Picked up Computer and Cisco IP Phone, Computer model T400, Computer serial Number: MDR8-36A3A, Asset Tag: 4291403. | Avinash Dunham
2012-02-10 15:02:35 | 2012-02-13 10:59:23 | INC0017027 | 1 - Critical Outage | Service Request | Closed | Assigned External | TrackWise QIMS Production Running | [NAME] | Service Desk | TrackWise - QIMS (DVCS/MPCRS) (Prod) | Applications | Business Applications | Configuration | False | system | 3003432 | [NAME] | 2012-02-10 16:12:01 | 2776-10-17 00:00:00 | 2776-10-17 00:00:00 |  | 101 or more Users Affected | [NAME] | False | 1 | Solved (Work Around) | The Wintel team brought the server back online and the Application support team confirmed the TrackWise software was operating normally.  The incident was resolved by moving the hard drives to another chassis. The teams will meet next week to discuss expediting the hardware upgrade. | [NAME]
2012-02-10 15:02:39 | 2012-02-13 14:49:06 | INC0017028 | 5 - Medium | Service Request | Closed |  | symantec configuration | [NAME] | Intel Server Support | Symantec End Point Protection (SEP) | Applications | COTS | Configuration | False | system |  | [NAME] | 2012-02-10 15:21:52 | 2776-10-13 00:00:00 | 2776-10-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Updated configurations for SEP. logged into each host and verified it is communicating and recieving the new policies | [NAME]
2012-02-10 15:03:01 |  | INC0017029 | 5 - Medium | Service Request | Transferred | Pending Customer | Desk phone activation | [NAME] | Service Desk | [NAME] | Telephony | [NAME] | Configuration | True | HerronG |  |  | 2012-02-22 16:11:12 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 13
2012-02-10 15:03:22 | 2012-02-13 09:12:14 | INC0017030 | 5 - Medium | Service Request | Closed |  | Voicmail Set up | [NAME] | Voice | [NAME] | Account Admin | New | Account | False | system |  | Christine [NAME] | 2012-02-10 15:05:36 | 2776-08-31 00:00:00 | 2776-08-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This is a duplicate ticket. Issue being tracked via Ticket # INC0016856. | Christine [NAME]
2012-02-10 15:05:35 | 2012-02-14 17:21:26 | INC0017031 | 5 - Medium | Service Request | Closed | Pending Customer | FW: HPQC Resolver Group - Debra Emswiler | [NAME] | Service Desk | HPQC (Prod) | Applications | Business Applications | s_Business Applications_Request For [NAME] | False | system |  | [NAME] | 2012-02-10 15:09:29 | 2894-07-30 00:00:00 | 2894-07-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | 3rd strike | [NAME]
2012-02-10 15:08:29 | 2012-02-10 15:20:27 | INC0017033 | 5 - Medium | Service Request | Closed |  | Off Board Monique Brown | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 15:10:00 | 2539-04-10 00:00:00 | 2539-04-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Disabled the account, hid exchange, contacted manger, child tickets to voice and deskside. | [NAME]
2012-02-10 15:10:03 | 2012-02-10 18:04:19 | INC0017034 | 5 - Medium | Service Request | Closed | Pending Customer | Off Board Monique Brown | [NAME] | Voice | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | Christine [NAME] | 2012-02-10 15:12:23 | 2539-01-06 00:00:00 | 2539-01-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] has been removed from VM & CCM. | Christine [NAME]
2012-02-10 15:10:13 | 2012-02-10 15:36:20 | INC0017035 | 5 - Medium | Service Request | Closed |  | Disable access immediately | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Remove | Access | False | system |  | [NAME] | 2012-02-10 15:16:21 | 2538-12-27 00:00:00 | 2538-12-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account is disabled as of today approx 3:15 pm from HR report. | [NAME]
2012-02-10 15:12:19 |  | INC0017037 | 5 - Medium | Incident | In Progress |  | Unable to save on J: Drive | [NAME] | SAN Storage Support | MD1FS011 | Server/Data Center | Database/System | Access | True | SchultzD |  | [NAME] | 2012-02-10 15:20:56 | 00:00:00 |  | J: Drive | 1-2 Users Affected | [NAME] | False | 1
2012-02-10 15:12:33 | 2012-02-13 14:55:48 | INC0017038 | 5 - Medium | Service Request | Closed |  | Off Board Monique Brown | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 15:13:21 | 2775-02-27 00:00:00 | 2775-02-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Picked up laptop and entered info. | [NAME]
2012-02-10 15:15:16 | 2012-02-10 15:23:05 | INC0017040 | 5 - Medium | Incident | Closed |  | Request to have ops account reset | Curtis Lam | Service Desk | CI Not Found | Account Admin | General | Access | False | system |  | Stephanie Hightower | 2012-02-10 15:20:11 | 2538-02-27 00:00:00 | 2538-02-27 00:00:00 | Ops account reset | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Provided a new ops account password via email._x000D_ | Stephanie Hightower
2012-02-10 15:19:43 | 2012-02-13 14:15:53 | INC0017043 | 5 - Medium | Incident | Closed | Pending Customer | Printing from Aegis isn't working | [NAME] | Service Desk | Aegis (Prod) | Printing | Application | Cannot Print | False | system |  | [NAME] | 2012-02-10 15:47:41 | 3010-07-15 00:00:00 | 3010-07-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | 2012-02-13 12:47:26  [NAME]:  Work Log (Visible to Client) _x000D_  reply from: CuiV@MedImmune.com_x000D_ _x000D_ Hi, Miguel,_x000D_ _x000D_ The issue is that I can't print document in Aegis. But it has already been resolved._x000D_ _x000D_ Thanks,_x000D_ _x000D_ Vickie_x000D_ _x000D_  _x000D_ | [NAME]
2012-02-10 15:20:36 | 2012-02-10 15:30:42 | INC0017044 | 5 - Medium | Service Request | Closed |  | Off Board Tazeen Asadullah | Tazeen Asadullah | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 15:23:05 | 2537-04-13 00:00:00 | 2537-04-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Diabled AD, hid exchange, contacted manager, child tickets to voice and deskside. | [NAME]
2012-02-10 15:21:03 | 2012-02-15 08:48:25 | INC0017045 | 5 - Medium | Service Request | Closed | Pending Customer | Requesting access to new I: Drive | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Shared Folder | False | system |  | Rankit Thakkar | 2012-02-10 15:42:16 | 3010-04-26 00:00:00 | 3010-04-26 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | [NAME] to the ..\Department\Quality Assurance\.. folder. _x000D_ _x000D_ Please let us know if there are any issues accessing the data. | Rankit Thakkar
2012-02-10 15:23:10 | 2012-02-10 18:55:44 | INC0017046 | 5 - Medium | Service Request | Closed | Pending Customer | Off Board Tazeen Asadullah | Tazeen Asadullah | Voice | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | Christine [NAME] | 2012-02-10 15:25:29 | 2536-11-10 00:00:00 | 2536-11-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Was removed from VM & CCM. | Christine [NAME]
2012-02-10 15:23:38 | 2012-02-14 08:47:24 | INC0017047 | 5 - Medium | Incident | Closed |  | Server down | [NAME] | Service Desk | MD1AS042 | Server/Data Center | Database/System | Outage | False | system |  |  | 2012-02-10 15:29:55 | 2891-08-12 00:00:00 | 2891-08-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Server was rebooted last night. [NAME]. | [NAME]
2012-02-10 15:25:33 | 2012-02-13 12:19:51 | INC0017048 | 5 - Medium | Service Request | Closed |  | Off Board Tazeen Asadullah | Tazeen Asadullah | Deskside - Frederick | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-10 15:27:05 | 2773-01-08 00:00:00 | 2773-01-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | no equipment to collect for user. | [NAME]
2012-02-10 15:28:17 |  | INC0017050 | 5 - Medium | Incident | Assigned |  | L1637, computer indicating "domain" is down | [NAME] | Network Level 2 | CI Not Found | Network/Connectivity | Network Device | Access | True | rheringhaus |  | Leszek Okrasa | 2012-02-14 16:18:26 | 00:00:00 |  | dhcp server | 1-2 Users Affected | [NAME] | False | 6
2012-02-10 15:31:42 | 2012-02-10 16:06:56 | INC0017052 | 5 - Medium | Incident | Closed | Pending Customer | Problem opening excel files on I: drive | [NAME] | Service Desk | Excel 2003 | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-10 15:35:17 | 2535-06-17 00:00:00 | 2535-06-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Removed the Microsoft Office File Validation Add-In | [NAME]
2012-02-10 15:35:42 | 2012-02-14 15:42:20 | INC0017055 | 5 - Medium | Service Request | Closed | Pending Customer | need access to CLSD | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-10 15:50:28 | 2889-08-18 00:00:00 | 2889-08-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User verified that the issue has been resolved. | [NAME]
2012-02-10 15:39:16 | 2012-02-14 08:33:04 | INC0017057 | 4 - High | Service Request | Closed |  | User has been assigned a Fax Number as her phone number. | [NAME] | Accounts Administration | AD (Active Directory) Account | Telephony | [NAME] | Configuration | False | system |  | Rankit Thakkar | 2012-02-10 15:50:01 | 2889-01-16 00:00:00 | 2889-01-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Resolved. User has been given a new phone number. | Rankit Thakkar
2012-02-10 15:40:37 | 2012-02-16 10:10:52 | INC0017058 | 5 - Medium | Service Request | Resolved | Pending Customer | Connection to I: drive | [NAME] | Accounts Administration | CI Not Found | Server/Data Center | Database/System | Access Request | True | [NAME] |  | Rankit Thakkar | 2012-02-13 09:40:11 | 00:00:00 |  | I drive | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | Made all three users a  members of Dept-IT which has proper rights to \md1fs011\Department\Information Technology folder and sub-folders. _x000D_ _x000D_ User will have to map to the location since they are not running the global IT logon script. | Rankit Thakkar
2012-02-10 15:41:17 | 2012-02-10 16:05:55 | INC0017059 | 6 - Low | Service Request | Closed |  | Service Now change | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Remove From Group | False | system |  | [NAME] | 2012-02-10 15:43:51 | 2533-11-19 00:00:00 | 2533-11-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] has been removed from the Deskside Engineers resolver group in Service Now | [NAME]
2012-02-10 15:43:03 | 2012-02-10 17:05:49 | INC0017061 | 5 - Medium | Service Request | Closed |  | The shell service account created for [NAME] please assign rights | [NAME] | Intel Server Support | 3750-Inet-MD1 | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-10 15:48:16 | 2770-02-23 00:00:00 | 2770-02-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The shell account created and ticket cretaed to the Wintel AD team account created confirmed with the user | [NAME]
2012-02-10 15:45:14 | 2012-02-14 08:42:15 | INC0017063 | 5 - Medium | Service Request | Closed | Pending Customer | User called to get 2 accounts extended | [NAME] | Accounts Administration | AD (Active Directory) Account | Applications | Business Applications | [NAME] | False | system |  | Rankit Thakkar | 2012-02-11 15:20:10 | 2888-01-24 00:00:00 | 2888-01-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Account Extended till May 21, 2012 | Rankit Thakkar
2012-02-10 15:48:16 | 2012-02-13 19:44:23 | INC0017068 | 5 - Medium | Service Request | Closed | Pending Customer | Requesting read/write access to a conference room | [NAME] | Accounts Administration | Outlook 2003 | Applications | Outlook | Access Request | False | system |  | [NAME] | 2012-02-10 16:53:41 | 2769-04-16 00:00:00 | 2769-04-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] has been granted Full Access permission to "Conf_SC_3055_Torrey Pines" conference room._x000D_ | [NAME]
2012-02-10 15:49:13 | 2012-02-13 12:16:05 | INC0017069 | 5 - Medium | Incident | Closed |  | Problem Opening Files after Updates last night | [NAME] | Deskside - Frederick | Excel 2003 | Applications | COTS | Access | False | system |  | [NAME] | 2012-02-10 16:20:47 | 2769-02-18 00:00:00 | 2769-02-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Work Around) | stopped by users desk and examined issues she was having. the excel issue was already resolved, but she was having issues with Adobe conversion. Informed user that since updates were applied to Office 2003 the conversion option in Adobe 7 has not been working. informed user that she can open word documents and print to PDF printer for a work around. | [NAME]
2012-02-10 15:51:05 | 2012-02-10 17:08:02 | INC0017070 | 5 - Medium | Service Request | Closed |  | User Needs PyMol installed | [NAME] |  | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] |  | 2532-04-10 00:00:00 | 2532-04-10 00:00:00 | PyMol | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Remoted into the user's computer and installed PyMol. | [NAME]
2012-02-10 15:52:39 | 2012-02-10 16:15:51 | INC0017072 | 5 - Medium | Service Request | Closed |  | grid guard position | Baoming [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Position | False | system |  | [NAME] | 2012-02-10 16:15:51 | 2532-01-07 00:00:00 | 2532-01-07 00:00:00 | gridguard | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | reset his position and he was able to login | [NAME]
2012-02-10 15:59:06 | 2012-02-14 13:06:12 | INC0017076 | 5 - Medium | Service Request | Closed |  | Customer is requesting that reclaimed Adobe Professional be installed on laptop | [NAME] | Deskside - Gaithersburg | [NAME] | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-02-10 16:04:20 | 2885-10-14 00:00:00 | 2885-10-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | installed adobe and tested. | [NAME]
2012-02-10 16:00:25 | 2012-02-16 08:40:57 | INC0017078 | 5 - Medium | Service Request | Resolved |  | User called to say that his AD account is ready to expire | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Reset | Password | True | StilesH |  | [NAME] | 2012-02-15 17:17:13 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Extended to May 19, 2012. | [NAME]
2012-02-10 16:08:13 | 2012-02-16 07:40:24 | INC0017084 | 5 - Medium | Service Request | Resolved | Pending Customer | tried logging into aegis and account has been currently disabled. | [NAME] | Service Desk | Aegis (QAS) | Applications | Business Applications | [NAME] | True | CastilloY |  | [NAME] | 2012-02-10 20:01:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | I received a message from the Aegis Help Desk saying this issue has been resolved, stating the account was already unlocked and in use. I also emailed [NAME] to call the Service Desk if she's still having issues. | [NAME]
2012-02-10 16:12:08 |  | INC0017086 | 5 - Medium | Service Request | In Progress | Pending Customer | software install | Baoming [NAME] | Deskside - Gaithersburg | Project 2003 | Applications | COTS | Software Install | True | SuttonJo |  | [NAME] | 2012-02-10 16:17:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-10 16:12:54 | 2012-02-10 16:31:55 | INC0017087 | 5 - Medium | Incident | Closed | Pending Customer | Unable to open Excel files | [NAME] | Service Desk | Excel 2003 | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-10 16:16:56 | 2528-09-09 00:00:00 | 2528-09-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Working on this issue in another ticket. Ticket number: INC0017069. | [NAME]
2012-02-10 16:16:07 | 2012-02-10 16:34:00 | INC0017088 | 5 - Medium | Service Request | Closed |  | need to set up outlook profile | [NAME] | Service Desk | Outlook 2003 | Applications | Business Applications | How To | False | system |  | [NAME] | 2012-02-10 16:29:35 | 2528-02-29 00:00:00 | 2528-02-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | had walked elizabeth through setting up her outlook profile ._x000D_ and she was successful receiving messages | [NAME]
2012-02-10 16:26:23 | 2012-02-13 14:41:55 | INC0017092 | 5 - Medium | Service Request | Closed |  | Create Service Account | [NAME] | Accounts Administration | Exchange 2010 | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-13 05:23:50 | 2763-01-11 00:00:00 | 2763-01-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Created service account:_x000D_ _x000D_ svcExchInstall | [NAME]
2012-02-10 16:29:18 | 2012-02-13 13:53:28 | INC0017094 | 5 - Medium | Service Request | Closed |  | DL creation (2) | LeeAndria Wills | Accounts Administration | Exchange 2010 | Applications | Business Applications | New Request | False | system |  | [NAME] | 2012-02-13 05:24:26 | 2762-07-20 00:00:00 | 2762-07-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The following DLs have been created:_x000D_ _x000D_ R&D Ops SkipLT _x000D_ Cochrane, [NAME]; _x000D_ Scharf, Orit; _x000D_ [NAME], [NAME]; _x000D_ [NAME], [NAME]; _x000D_ [NAME], [NAME]; _x000D_ [NAME], [NAME]; _x000D_ [NAME], [NAME]; _x000D_ Joelsson, [NAME]; _x000D_ Gammons, [NAME]; _x000D_ [NAME], Christina; _x000D_ [NAME], Jan; _x000D_ [NAME], [NAME]; _x000D_ Woodwark, Mathew; _x000D_ Sarni, Lisa _x000D_ _x000D_ R&D Ops LT _x000D_ Bell, [NAME] _x000D_ Booth, Coreen _x000D_ [NAME], Jan _x000D_ [NAME], [NAME] _x000D_ Bishop, [NAME] _x000D_ Tadikonda, Kalyan _x000D_ [NAME], Uwe _x000D_ | [NAME]
2012-02-10 16:30:49 | 2012-02-10 16:48:12 | INC0017095 | 5 - Medium | Service Request | Closed |  | User requesting to Change his Password | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-10 16:48:12 | 2525-09-30 00:00:00 | 2525-09-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Walked user through changing his password | [NAME]
2012-02-10 16:32:35 | 2012-02-10 16:38:37 | INC0017097 | 5 - Medium | Service Request | Closed |  | Gridguard | [NAME] | Service Desk | OnTheGo | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-10 16:38:37 | 2525-06-16 00:00:00 | 2525-06-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Reset users Gridguard | [NAME]
2012-02-10 16:41:12 | 2012-02-13 17:03:15 | INC0017101 | 5 - Medium | Service Request | Closed |  | "Send as" access to MI Harmony mailbox | [NAME] | Accounts Administration | Outlook 2003 | Applications | Outlook | Access Request | False | system |  | [NAME] | 2012-02-10 17:04:50 | 2760-08-05 00:00:00 | 2760-08-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Gave permission to [NAME] and [NAME] after getting approval from the manager. | [NAME]
2012-02-10 16:43:03 | 2012-02-10 16:50:50 | INC0017102 | 5 - Medium | Service Request | Closed |  | Replacement Battery | [NAME] | Deskside - Gaithersburg | Battery | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-10 16:44:44 | 2523-09-27 00:00:00 | 2523-09-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-10-12 Laptop battey has been replaced. | [NAME]
2012-02-10 16:45:28 | 2012-02-10 17:01:02 | INC0017103 | 5 - Medium | Service Request | Closed |  | E Drive Access | [NAME] | Deskside - Gaithersburg | Wireless (Prod) | Network | Wireless | Access Request | False | system |  | [NAME] | 2012-02-10 16:47:12 | 2523-05-05 00:00:00 | 2523-05-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-10-12 The customer was not on the Medi wireless when logged in so the drives were not mapped. I have pulled the Certs for the wireless. The customer was able to log off and log back on to get access to E Drive. | [NAME]
2012-02-10 16:46:20 |  | INC0017104 | 5 - Medium | Service Request | Assigned | Pending Customer | Phone is not working | [NAME] | Service Desk | CI Not Found | Telephony | [NAME] | Configuration | True | GeorgeMa |  |  | 2012-02-22 16:46:58 | 00:00:00 |  | phone not working | 1-2 Users Affected | [NAME] | False | 12
2012-02-10 16:47:23 | 2012-02-10 16:53:27 | INC0017105 | 5 - Medium | Service Request | Closed |  | Outlook Issue | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-02-10 16:49:02 | 2523-01-10 00:00:00 | 2523-01-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-10-12 The Outlook profile has been mapped to the correct Exchange Server. The customer is now receiving mail. | [NAME]
2012-02-10 16:49:41 | 2012-02-14 12:12:03 | INC0017106 | 5 - Medium | Service Request | Closed |  | Quick time install. | [NAME] | Executive Support | CI Not Found | Other | Other | Other | False | system |  | Farzin Saghri | 2012-02-14 10:18:31 | 2877-06-23 00:00:00 | 2877-06-23 00:00:00 | Standby | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Successfully installed Quicktime plug-in. Issue resolved. | Farzin Saghri
2012-02-10 16:57:59 |  | [NAME] | 5 - Medium | Incident | In Progress |  | Print Screen not working | [NAME] | Executive Support | Excel 2003 | Applications | Business Applications | Fault/Error | True | SaghriF |  | Farzin Saghri | 2012-02-10 17:25:22 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-10 17:04:31 | 2012-02-10 18:37:47 | INC0017108 | 5 - Medium | Incident | Closed |  | outlook 2003 is not starting | [NAME] | Deskside - California | Outlook 2003 | Applications | Business Applications | Performance | False | system |  | [NAME] | 2012-02-10 18:39:47 | 2520-03-18 00:00:00 | 2520-03-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Checked system. Outlook error message: Outlook cannot open in Safe Mode. Would you like to open? Yes/No. [NAME] to open. Mailbox resynced after Office [NAME] utility ran. Messages and [NAME] are now restored. | [NAME]
2012-02-10 17:05:15 | 2012-02-13 14:04:10 | INC0017109 | 5 - Medium | Incident | Closed |  | Unable to receive calls | [NAME] | Accounts Administration | Fax | Telephony | [NAME] | Performance | False | system |  | Rankit Thakkar | 2012-02-10 18:16:41 | 2756-08-23 00:00:00 | 2756-08-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME]. _x000D_ Please [NAME] to INC0017057 for Resolution. | Rankit Thakkar
2012-02-10 17:09:18 | 2012-02-13 14:32:15 | INC0017110 | 4 - High | Service Request | Closed |  | Need Service Account Created | [NAME] | Accounts Administration | 4.1 VM Cluster (OMW) | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-11 12:36:14 | 2755-12-24 00:00:00 | 2755-12-24 00:00:00 |  | 1-2 Users Affected | Curtis Lam | False | 1 | Solved (Permanently) | Created service account:_x000D_ _x000D_ svcExchNetApps | [NAME]
2012-02-10 17:11:18 | 2012-02-13 13:19:21 | INC0017112 | 5 - Medium | Service Request | Closed | Pending Customer | OPAL Data Warehouse - Connect Medl Users | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Distribution List | False | system |  | [NAME] | 2012-02-13 11:55:04 | 2755-08-26 00:00:00 | 2755-08-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Duplicate ticket. | [NAME]
2012-02-10 17:12:54 | 2012-02-16 09:12:08 | INC0017113 | 5 - Medium | Service Request | Resolved |  | Clearone [NAME] ip conference phone for [NAME] | [NAME] | Voice | [NAME] | Telephony | [NAME] | Configuration | True | RobertsTr |  | [NAME] | 2012-02-10 17:26:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Phone installed and working properly... | [NAME]
2012-02-10 17:14:24 | 2012-02-13 16:52:35 | [NAME] | 5 - Medium | Service Request | Closed |  | User cannot access onthego. | [NAME] | Service Desk | OnTheGo | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-10 17:23:47 | 2755-02-21 00:00:00 | 2755-02-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Users notes indicated that he was able to reach the webpage._x000D_ _x000D_ resolving the ticket | [NAME]
2012-02-10 17:21:21 | 2012-02-13 14:10:43 | INC0017117 | 5 - Medium | Incident | Closed |  | Creation of new service account | [NAME] | Accounts Administration | Exchange 2010 | Account Admin | General | General | False | system |  | [NAME] | 2012-02-11 12:58:25 | 2753-12-31 00:00:00 | 2753-12-31 00:00:00 |  | 1-2 Users Affected | Curtis Lam | False | 1 | Solved (Permanently) | Created a service account:_x000D_ _x000D_ svcExchStorage | [NAME]
2012-02-10 17:21:45 | 2012-02-13 12:47:50 | INC0017118 | 5 - Medium | Service Request | Closed | Pending Customer | OPAL Data Warehouse - Connect Medl Users | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-13 11:55:25 | 2753-12-07 00:00:00 | 2753-12-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Added users to their respective group. | [NAME]
2012-02-10 17:23:40 | 2012-02-13 12:53:44 | INC0017120 | 5 - Medium | Service Request | Closed | Pending Customer | OPAL Data Warehouse - Connect Medl Users | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  |  | 2012-02-13 11:56:20 | 2753-08-14 00:00:00 | 2753-08-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Duplicate ticket. | [NAME]
2012-02-10 17:25:06 | 2012-02-13 12:52:16 | INC0017121 | 5 - Medium | Service Request | Closed | Pending Customer | OPAL Data Warehouse - Connect Medl Users | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-13 11:56:35 | 2753-05-20 00:00:00 | 2753-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Duplicate request. | [NAME]
2012-02-10 17:26:07 | 2012-02-14 11:48:44 | INC0017122 | 5 - Medium | Incident | Closed |  | Need service account created | Curtis Lam | Accounts Administration | Exchange 2010 | Account Admin | General | General | False | system |  | [NAME] | 2012-02-10 17:30:42 | 2871-06-29 00:00:00 | 2871-06-29 00:00:00 |  | 1-2 Users Affected | Curtis Lam | False | 1 | Solved (Permanently) | Account has already been created. Duplicate. Closing this ticket. | [NAME]
2012-02-10 17:26:48 | 2012-02-16 16:32:48 | INC0017123 | 4 - High | Service Request | Resolved |  | clearone maxip that needs SIP account setup | Prashad Hapuarachchi | Executive Support | [NAME] | Telephony | [NAME] | Configuration | True | SaghriF |  | Farzin Saghri | 2012-02-16 11:38:24 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | ClearOne conference phone has been sucessfully setup. Issue resolved. | Farzin Saghri
2012-02-10 17:27:30 | 2012-02-13 13:17:32 | INC0017124 | 5 - Medium | Service Request | Closed | Pending Customer | OPAL Data Warehouse - Connect Medl Users | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-13 11:57:46 | 2752-12-27 00:00:00 | 2752-12-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Duplicate ticket. | [NAME]
2012-02-10 17:30:34 | 2012-02-13 13:14:59 | INC0017125 | 5 - Medium | Service Request | Closed | Pending Customer | OPAL Data Warehouse - Connect Medl Users | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-13 11:57:33 | 2752-06-26 00:00:00 | 2752-06-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Duplicate ticket. | [NAME]
2012-02-10 17:30:59 | 2012-02-23 09:09:50 | INC0017126 | 5 - Medium | Service Request | Resolved | Pending Customer | User needs his voicemail password reset | [NAME] | Voice | [NAME] | Account Admin | Reset | Password | True | RobinsonJoe |  | [NAME] | 2012-02-10 17:38:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The users voicemail password was reset and instructions were sent to the end user. | [NAME]
2012-02-10 17:32:37 | 2012-02-13 13:16:11 | INC0017128 | 5 - Medium | Service Request | Closed | Pending Customer | OPAL Data Warehouse - Connect Medl Users | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-13 11:55:59 | 2752-02-24 00:00:00 | 2752-02-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Duplicate ticket. | [NAME]
2012-02-10 17:33:48 | 2012-02-13 13:18:35 | INC0017129 | 5 - Medium | Service Request | Closed | Pending Customer | OPAL Data Warehouse - Connect Medl Users | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-13 11:55:41 | 2751-12-15 00:00:00 | 2751-12-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Duplicate ticket. | [NAME]
2012-02-10 17:35:20 | 2012-02-10 17:47:34 | INC0017130 | 5 - Medium | Service Request | Closed |  | User needed assistance validating eLMS learning. | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Applications | Business Applications | How To | False | system |  | [NAME] | 2012-02-10 18:35:31 | 2515-02-24 00:00:00 | 2515-02-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved First Call by Service Desk | Informed the user that the PIN number requested by eLMS has changed to her network password. | [NAME]
2012-02-10 17:39:32 | 2012-02-16 10:10:49 | INC0017132 | 5 - Medium | Service Request | Resolved |  | eTMF DEV Migration is Successfully Completed | [NAME] | Intel Server Support | eTMF (DEV) | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | TranTh |  | [NAME] | 2012-02-10 18:01:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Intel team accepted finished servers on 2/15. | Thuan Tran
2012-02-10 18:18:03 |  | INC0017135 | 5 - Medium | Service Request | Assigned |  | restore request for a file on a Unix server | Cecilia Mai | Storage Restore Team | CI Not Found | Server/Data Center | Database/System | Access Request | True | rheringhaus |  |  | 2012-02-20 14:45:23 | 00:00:00 |  | Unix Server | 1-2 Users Affected | [NAME] | False | 1
2012-02-10 18:21:38 | 2012-02-10 18:31:42 | INC0017137 | 5 - Medium | Service Request | Closed |  | User requested GridGuard pin number and place reset | [NAME] | Service Desk | CI Not Found | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-10 18:35:54 | 2507-07-18 00:00:00 | 2507-07-18 00:00:00 | GridGuard | 1-2 Users Affected | [NAME] | False | 1 | Solved First Call by Service Desk | Signed into GridGuard with my ops account. Went to the Security Center. Reset the users pin number and position. | [NAME]
2012-02-10 20:00:32 | 2012-02-11 19:10:56 | INC0017150 | 5 - Medium | Service Request | Closed | Assigned External | #All MedImmune IS DL creation | [NAME] | Accounts Administration | Exchange 2010 | Account Admin | New | Distribution List | False | system | N/A | [NAME] | 2012-02-10 20:10:07 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | # All MedImmune IS DL (consisting of IS UK TCC, IS Maryland TCC, IS California TCC, IS Cambridge FTE, IS Maryland FTE, IS Liverpool FTE, IS California FTE, and IS Pennsylvania FTE) has been created. | [NAME]
2012-02-10 21:14:49 | 2012-02-21 07:52:19 | INC0017154 | 5 - Medium | Incident | Resolved |  | Locked out of Unix system | O.A Ohio | Unix Server Support | CI Not Found | Account Admin | General | Access | True | Arndt-KohlwayC |  |  | 2012-02-10 21:23:22 | 00:00:00 |  | Unix | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Password reset | [NAME]
2012-02-10 21:54:09 |  | INC0017161 | 5 - Medium | Service Request | Assigned |  | SEP settings on LIMS PROD Servers not correct or consistent | [NAME] | [NAME] | SBYMAS043 | Applications | Business Applications | Configuration | True | WeaverA |  |  | 2012-02-10 21:56:15 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-10 21:58:08 |  | INC0017162 | 5 - Medium | Service Request | In Progress |  | Software installation | [NAME] | Deskside - California | CI Not Found | Applications | Business Applications | Install/Remove | True | liceaj |  | [NAME] | 2012-02-10 22:01:58 | 00:00:00 |  | Software Install | 1-2 Users Affected | [NAME] | False | 0
2012-02-10 22:03:20 |  | INC0017163 | 5 - Medium | Service Request | In Progress |  | Laptop Request | [NAME] | Deskside - California | CI Not Found | Hardware | Computer | Request/Replace | True | MaggioloM |  | [NAME] | 2012-02-10 22:05:54 | 00:00:00 |  | laptop [NAME] | 1-2 Users Affected | [NAME] | False | 0
2012-02-10 22:50:15 | 2012-02-14 15:27:35 | INC0017166 | 5 - Medium | Incident | Closed | Pending Customer | No access to H drive folder | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-13 15:24:08 | 2964-06-28 00:00:00 | 2964-06-28 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Disconnected wrong H: drive, refresh policy, and restarted user's computer. User was able to access her home drive after restarting. | [NAME]
2012-02-10 22:55:43 | 2012-02-14 09:02:12 | INC0017167 | 5 - Medium | Service Request | Closed |  | Error message for OTG | [NAME] | Executive Support | OnTheGo | Network | On The Go | Access Request | False | system |  | Stefon Elliott | 2012-02-13 08:46:08 | 2964-06-28 00:00:00 | 2964-06-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Informed user that there is currently no way to access OTG via the MAC platform. No further action required. | Stefon Elliott
2012-02-11 03:42:49 | 2012-02-11 04:05:18 | INC0017168 | 5 - Medium | Service Request | Closed |  | Not able to connect in Hotel Wireless | [NAME] | Service Desk | Wireless | Network | Wireless | Access Request | False | system |  | [NAME] | 2012-02-11 04:05:18 | 2491-05-20 00:00:00 | 2491-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | reset IE settings. _x000D_ _x000D_ -Anthony | [NAME]
2012-02-11 04:43:18 | 2012-02-13 05:42:21 | INC0017169 | 5 - Medium | Service Request | Closed |  | LIM is not allowing anything to print | [NAME] | Deskside - Liverpool | Printer | Printing | Application | Configuration | False | system |  | Terence Burgess | 2012-02-11 04:47:04 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolved by [NAME] of printer spool service | [NAME]
2012-02-11 10:11:13 | 2012-02-14 07:59:57 | INC0017171 | 4 - High | Incident | Closed |  | USAHSMEDI046 server is down | [NAME] | Unix Server Support | CI Not Found | Server/Data Center | Hardware | Outage | False | system |  | [NAME] | 2012-02-11 10:18:20 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 | USAHSMEDI046 | 2 to 20 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reboot by IBM Server back up on Saturday at 6:00 PM | [NAME]
2012-02-11 14:33:48 |  | INC0017173 | 5 - Medium | Service Request | Assigned |  | Outlook glitch with booked conference room in Santa Clara | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Configuration | True | rheringhaus |  | [NAME] | 2012-02-14 10:54:39 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-11 14:38:44 | 2012-02-15 14:01:03 | INC0017175 | 5 - Medium | Service Request | Closed | Pending Customer | Activate voicemail request | Devarshi Mistry | Voice | [NAME] | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-11 14:40:32 | 2964-06-28 00:00:00 | 2964-06-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Left a test message for the user... | [NAME]
2012-02-11 14:41:37 | 2012-02-16 07:44:59 | INC0017176 | 5 - Medium | Incident | Resolved | Pending Customer | Unable to upload file to KiMunity | [NAME] | Service Desk | KIMunity (Prod) | Applications | Business Applications | Fault/Error | True | KrittJ |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] stated that it resolved on its own. | [NAME]
2012-02-11 14:42:46 |  | INC0017177 | 5 - Medium | Service Request | In Progress | Pending Customer | [NAME] PC request | [NAME] | Deskside - Frederick | Laptop | Hardware | Computer | Request/Replace | True | BosherB |  | [NAME] | 2012-02-13 08:29:46 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-11 15:00:10 | 2012-02-13 13:50:34 | INC0017178 | 5 - Medium | Service Request | Closed | Pending Customer | User needs network account renewed. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | Rankit Thakkar | 2012-02-11 15:08:36 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account Extended till April 26, 2012. | Rankit Thakkar
2012-02-11 15:14:58 | 2012-02-22 11:47:34 | INC0017179 | 5 - Medium | Service Request | Resolved | Pending Customer | All site email privileges- Requested | [NAME] | Accounts Administration | Outlook 2003 | Account Admin | Modify | Access | True | NguyenQ |  | [NAME] | 2012-02-11 15:17:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Permissions to send to the desired DLs have been granted. | [NAME]
2012-02-11 16:01:25 | 2012-02-11 18:41:39 | INC0017180 | 1 - Critical Outage | Incident | Closed | Assigned External | Need ILOM access to server | [NAME] | Command Center | USAHMEDI040 | Server/Data Center | Hardware | Access | False | system | 3004957 | [NAME] | 2012-02-11 16:06:42 | 2491-05-20 00:00:00 | 2491-05-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | conference bridge has concluded after confirmation that server USAHMEDI046 has been restored. | [NAME]
2012-02-11 18:47:53 | 2012-02-11 22:13:33 | INC0017181 | 2 - Severe Outage | Incident | Closed | Assigned External | [NAME] SBYMAS057 reboot | [NAME] | Service Desk | DLIMS (Prod) | Server/Data Center | Database/System | Fault/Error | False | system | 3005213 | [NAME] |  | 2491-05-20 00:00:00 | 2491-05-20 00:00:00 |  | 101 or more Users Affected | [NAME] | False | 0 | Solved (Permanently) | Called EU and informed IBM had reboot the server, ping and RDP all ok,_x000D_ -EU stated Issue is confirmed resolved_x000D_ | [NAME]
2012-02-11 21:00:58 | 2012-02-21 16:02:03 | INC0017182 | 5 - Medium | Incident | Resolved | Assigned External | Needs SAP password reset | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Access | True | LuccaM | 3017140 | [NAME] | 2012-02-14 14:31:08 | 00:00:00 |  | SAP ARP | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Contacted AZ Help desk spoke with aditya, as per AZ password reset has been completed_x000D_ | [NAME]
2012-02-11 21:36:00 | 2012-02-11 21:42:01 | INC0017183 | 5 - Medium | Service Request | Closed |  | needs grid guard reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Position | False | system |  | [NAME] |  | 2491-05-28 00:00:00 | 2491-05-28 00:00:00 | Gridgaurd | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user needed gridguard reset -completed reset and tested all ok | [NAME]
2012-02-12 06:56:11 | 2012-02-13 06:18:48 | INC0017186 | 5 - Medium | Incident | Closed |  | server alert | [NAME] | Intel Server Support | GBLI1ASV001 | Server/Data Center | Hardware | Fault/Error | False | system |  | [NAME] | 2012-02-12 07:00:15 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Not an issue on the server.  [NAME] is an SCCM VM and used for imaging.  Will contact [NAME] to illeviate this counter. | [NAME]
2012-02-12 10:08:51 | 2012-02-14 16:43:57 | INC0017187 | 5 - Medium | Service Request | Closed |  | requesting service-now access | Thomas Fries | ServiceNow [NAME] | ServiceNow (Prod) | Applications | Business Applications | New Request | False | system |  | [NAME] | 2012-02-13 08:21:29 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Given the itil role access. The manager role is still in Development. | [NAME]
2012-02-12 12:30:21 | 2012-02-15 10:17:27 | [NAME] | 5 - Medium | Service Request | Closed |  | upgrade adobe reader 10 | [NAME] | Deskside - Gaithersburg | Laptop | Applications | Business Applications | Software Install | False | system |  | Avinash Dunham | 2012-02-12 13:35:40 | 2964-06-28 00:00:00 | 2964-06-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved | User Is unavailable during one week timeframe, [NAME] email to contact me when he is available for install. | Avinash Dunham
2012-02-12 21:42:46 | 2012-02-12 23:03:54 | INC0017189 | 5 - Medium | Incident | Closed |  | Working from home outlook stays in disconected mode | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Access | False | system |  | [NAME] |  | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | EU was not on OTG so therefore outllok was not loading_x000D_ -I was able to remote first via GTA and then webex and complete OTG setup and connect to OTG succesfully at which point outlook loaded and synched all ok | [NAME]
2012-02-12 21:46:35 | 2012-02-12 23:41:10 | INC0017190 | 5 - Medium | Service Request | Closed |  | User needs three physical servers powered off | [NAME] | Service Desk | MD1AS250 | Server/Data Center | Hardware | Configuration | False | system |  | [NAME] | 2012-02-12 22:31:35 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | ITCC called me said they believed to have located the server_x000D_ -Called EU and had him ping he says ping down so we can confirm server is off as per EU_x000D_ | [NAME]
2012-02-12 22:33:40 | 2012-02-13 14:49:54 | INC0017193 | 4 - High | Service Request | Closed |  | R/DLIMS Production Citrix Servers and GP | [NAME] | Intel Server Support | SBYMAS043 | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-12 22:43:15 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Updated all SEP agents. Logged into each host and verified it is communicating and recieving polices properly | [NAME]
2012-02-12 22:39:45 | 2012-02-14 14:07:38 | INC0017195 | 4 - High | Incident | Closed |  | User is unable to ping server (MD1AS150).  Server is having network issues | [NAME] | Intel Server Support | MD1AS150 | Server/Data Center | Database/System | Fault/Error | False | system |  | [NAME] | 2012-02-12 22:41:14 | 2964-06-28 00:00:00 | 2964-06-28 00:00:00 |  | 21 to 100 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] has moved the VMs to the T2 datastore to clear the space.  VMs are up and running. | Thuan Tran
2012-02-12 22:43:39 | 2012-02-13 07:49:42 | [NAME] | 5 - Medium | Service Request | Closed |  | Emeral Migration Team needs IPs | [NAME] | Intel Server Support | CI Not Found | Network | Network Device | Request for Information | False | system |  | [NAME] | 2012-02-12 22:45:47 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 | CI not found | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | IPs assigned as per [NAME]. _x000D_ | [NAME]
2012-02-12 23:06:45 | 2012-02-13 00:28:49 | [NAME] | 4 - High | Incident | Closed |  | Need computer account created | [NAME] | Intel Server Support | MD1AS245 | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-12 23:09:27 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Re-added computer account, md1as245, to the medimmune.com domain and verified it was in the same OU as md1as244. | Thuan Tran
2012-02-13 00:20:52 | 2012-02-14 06:38:10 | INC0017199 | 5 - Medium | Incident | Closed |  | Weekly Oracle WCI Analytics reports for MediZone Intranet | [NAME] | CZ - Collaboration & BI - Support | Intranet - MediZone (Prod) | Applications | COTS | Performance | False | system |  | Srinam Misra | 2012-02-13 00:26:29 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 |  | 1-2 Users Affected | Srinam Misra | False | 0 | Solved (Permanently) | Both the Analytics reports have been generated and the reports have been mailed to [NAME]. A copy of the reports has also been attached to the Service Now ticket. | Srinam Misra
2012-02-13 00:22:00 | 2012-02-13 23:42:11 | INC0017200 | 5 - Medium | Incident | Closed |  | MONITORING TICKET FOR EA | [NAME] | CZ - Enterprise Application - Support | 2811-TermS-SBY | Applications | Business Applications | Performance | False | system |  | [NAME] | 2012-02-13 00:24:33 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolved | [NAME]
2012-02-13 00:24:42 | 2012-02-13 23:43:30 | INC0017201 | 5 - Medium | Incident | Closed |  | MONITORING FOR EDM | [NAME] | CZ - Enterprise Application - Support | 2811-TermS-SBY | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-13 00:26:22 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolved | [NAME]
2012-02-13 00:26:47 | 2012-02-13 07:16:47 | INC0017202 | 5 - Medium | Incident | Closed |  | Deletion of IIS Logs from SBYMAS106 | Srinam Misra | CZ - Collaboration & BI - Support | Intranet - MediZone (Prod) | Applications | COTS | Access | False | system |  | Srinam Misra | 2012-02-13 00:28:37 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | Srinam Misra | False | 0 | Solved (Permanently) | IIS Logs have been deleted from C drive of primary portal server, SBYMAS106 and currently the server has around 10 GB of free space. | Srinam Misra
2012-02-13 00:32:55 | 2012-02-14 05:01:12 | INC0017203 | 5 - Medium | Incident | Closed |  | Issue reported with BEA ALI Directory service in QAS | Srinam Misra | CZ - Collaboration & BI - Support | Intranet - MediZone (QAS) | Applications | COTS | Access | False | system |  | Srinam Misra | 2012-02-13 00:34:26 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 |  | 1-2 Users Affected | Srinam Misra | False | 0 | Solved (Permanently) | There is a free hard drive space issue on the C drive of the QAS portal server. THis was cauisng the BEA Directory service to fail. After space was freed, yesterday, I have monitored for over 12 hours and there has been no problems accessing this service. I am resolving this ticket as of now. | Srinam Misra
2012-02-13 01:30:21 | 2012-02-13 08:07:44 | INC0017205 | 5 - Medium | Service Request | Closed |  | User states server MD1AS039 does not have network connectivity | [NAME] | Intel Server Support | MD1AS039 | Server/Data Center | Hardware | Configuration | False | system |  | [NAME] | 2012-02-13 01:31:39 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | VMTools not installed so VMXNET3 driver not working.  Installed tools, rebooted and assigned IP in DHCP based on new MAC._x000D_ Now working. | [NAME]
2012-02-13 02:30:26 |  | INC0017207 | 5 - Medium | Service Request | Pending | Assigned External | User needs sap password reset | [NAME] | Service Desk | SAP CLM (Prod) | Account Admin | Reset | Password | True | PennS | 3007387 | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 04:06:50 | 2012-02-14 03:58:30 | INC0017210 | 6 - Low | Incident | Closed |  | Monitoring R&D Applications | [NAME] | CZ - Research & Development - Support | Aperio US (Prod) | Applications | Business Applications | Performance | False | system |  | [NAME] | 2012-02-13 04:10:48 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Monitoring completed | [NAME]
2012-02-13 04:31:29 |  | INC0017212 | 5 - Medium | Incident | New |  | Refresh eLMS QAS databse with production dump | [NAME] | Middleware Support | 3.5 VM Cluster (SBY) | Applications | Business Applications | Performance | True | MullaveeduB |  |  | 2012-02-13 04:33:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 04:34:04 | 2012-02-14 08:44:06 | INC0017213 | 5 - Medium | Incident | Closed |  | Copy the below file from the mentioned source to destination | [NAME] | Unix Server Support | 3.5 VM Cluster (SBY) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-13 04:36:55 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | File copied as requested | [NAME]
2012-02-13 04:54:16 |  | INC0017214 | 5 - Medium | Incident | Pending | Pending Customer | Still experiencing random issues with AZ calendars | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Fault/Error | True | roosd |  | [NAME] | 2012-02-13 05:21:45 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 05:31:19 | 2012-02-13 08:30:12 | INC0017215 | 5 - Medium | Service Request | Closed |  | User is locked out of Aegis | [NAME] | Service Desk | Aegis (Prod) | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-13 06:12:07 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved First Call by Service Desk | Hi Carol,_x000D_  _x000D_ I unlocked your Aegis account. Thanks_x000D_  _x000D_ Serge_x000D_  _x000D_ [NAME] _x000D_ OIS Engineer _x000D_ MedImmune LLC _x000D_ [NAME], MD _x000D_ [PHONE] (x75207) _x000D_ _x000D_  _x000D_ _x000D_ | [NAME]
2012-02-13 05:47:07 | 2012-02-13 08:44:45 | INC0017217 | 1 - Critical Outage | Incident | Closed | Assigned External | User receives error when trying to login into server (SBYMAS036) | [NAME] | Service Desk | MARS (Prod) | Server/Data Center | Database/System | Fault/Error | False | system | 3008581 |  | 2012-02-13 07:25:10 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 21 to 100 Users Affected | [NAME] | False | 5 | Solved (Permanently) | From: [NAME], [NAME] _x000D_ Sent: Monday, February 13, 2012 8:28 AM_x000D_ To: Balasubramanian, Krishnan; IT–Service Availability Management; Cognizant-G&A-Support; CognizantApplicationSupportDesk_x000D_ Cc: IT Support_x000D_ Subject: RE: Update notification : MARS Production Down_x000D_ _x000D_ Hi All,_x000D_ _x000D_ We are able to ping the server now. The application is running fine now._x000D_ _x000D_ Regards,_x000D_ Harishankar M | MedImmune Service Delivery Group | [NAME]: MuraleedharanH@medimmune.com_x000D_ ?Please consider the environment before printing this e-mail_x000D_ | [NAME]
2012-02-13 06:21:38 | 2012-02-13 08:06:42 | INC0017218 | 5 - Medium | Incident | Closed |  | UK1AV001 alert | [NAME] | Intel Server Support | UK1AV001 | Server/Data Center | Hardware | Fault/Error | False | system |  | [NAME] | 2012-02-13 06:24:31 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | rtvscan @ 100% constantly, also C: ran out of space, freed space and restarted now OK. | [NAME]
2012-02-13 06:26:26 | 2012-02-17 10:51:26 | INC0017219 | 5 - Medium | Service Request | Resolved |  | User is unable to register with gridgaurd | [NAME] | Service Desk | CI Not Found | Account Admin | New | Access | True | LockS |  | [NAME] |  | 00:00:00 |  | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Received word that the sittuation has been resolved. | [NAME]
2012-02-13 06:43:58 | 2012-02-16 15:35:09 | INC0017222 | 4 - High | Service Request | Resolved |  | User needs [NAME] account completed | [NAME] | IMAC Coordinator | AD (Active Directory) Account | Account Admin | Modify | Access | True | HerronG |  | [NAME] | 2012-02-16 11:52:33 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | GH, checked user's cube, all is hooked up and ready to go. Checked speakers and they are working as expected._x000D_ Green Tag 3624291_x000D_ S/N - MDL3-MKL82_x000D_ Programmed a new phone with number 398-2059, tested, all is well. | [NAME]
2012-02-13 07:25:55 | 2012-02-14 12:19:46 | INC0017224 | 4 - High | Incident | Closed |  | VLAN 10.10.102 is not configured on Flexpod in OMW2 | [NAME] | Intel Server Support | MD1AS039 | Network/Connectivity | Network Device | Fault/Error | False | system |  | Thuan Tran | 2012-02-13 07:28:35 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Per [NAME], [NAME] resolved this issue. | Thuan Tran
2012-02-13 07:28:40 | 2012-02-13 07:30:42 | INC0017225 | 5 - Medium | Incident | Closed |  | Need IP for MD3AS063 | [NAME] | Intel Server Support | MD3AS063 | Network/Connectivity | Network Device | Access | False | system |  | [NAME] | 2012-02-13 07:30:42 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | IP 10.46.64.24 | [NAME]
2012-02-13 07:35:17 | 2012-02-13 08:08:23 | INC0017226 | 5 - Medium | Incident | Closed |  | Problem with opening documents with [NAME] | Rakesh Dixit | Service Desk | [NAME] | Applications | COTS | Performance | False | system |  | Stephanie Hightower | 2012-02-13 07:38:20 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Client is now able to open the document after clearing browser history, cookies and cache and resetting the browser. _x000D_ | Stephanie Hightower
2012-02-13 07:37:46 |  | INC0017227 | 5 - Medium | Incident | Pending | Assigned External | [NAME] | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | Fault/Error | True | TyreeJ | TBD |  | 2012-02-13 07:42:26 | 00:00:00 |  | MD1AS241 | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 07:42:24 | 2012-02-14 13:51:59 | INC0017230 | 5 - Medium | Service Request | Closed |  | User needs new laptop dock | [NAME] | Deskside - Gaithersburg | [NAME] | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-14 07:40:32 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | User already got a replacement dockstation | [NAME]
2012-02-13 07:42:33 |  | INC0017231 | 5 - Medium | Incident | Pending | Assigned External | MDI alert - SBYMAS062 | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | Fault/Error | True | TyreeJ | 2361674 |  | 2012-02-13 07:45:13 | 00:00:00 |  | SBYMAS062 | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 07:46:09 |  | [NAME] | 5 - Medium | Incident | Pending | Assigned External | [NAME] | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | Fault/Error | True | TyreeJ | 3002571 |  | 2012-02-13 07:48:33 | 00:00:00 |  | SBYMAS059 | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 07:49:08 |  | INC0017233 | 5 - Medium | Incident | Pending | Assigned External | MI Alert - MD1AS049 | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | Fault/Error | True | TorrenceA | IBM 3009139 |  | 2012-02-13 07:59:38 | 00:00:00 |  | MD1AS049 | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 07:52:49 | 2012-02-13 08:00:17 | INC0017234 | 5 - Medium | Service Request | Closed |  | how to make a distribution list in personal contacts | Theron Foote | Service Desk | Outlook 2003 | Applications | Outlook | How To | False | system |  | [NAME] | 2012-02-13 08:00:16 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I walked [NAME] through the steps of making a distribution list in outlook, and he was satisfied. | [NAME]
2012-02-13 07:54:39 | 2012-02-13 08:29:52 | INC0017235 | 5 - Medium | Service Request | Closed | Pending Part | User needs password for [NAME]. | [NAME] | Service Desk | CI Not Found | Network | Wireless | Access Request | False | system |  | [NAME] | 2012-02-13 08:00:11 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk |  | [NAME]
2012-02-13 07:59:45 |  | INC0017236 | 5 - Medium | Incident | Pending | Assigned External | MI alert - USCT1ASV022 | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | Fault/Error | True | TyreeJ | TBD |  | 2012-02-13 08:05:39 | 00:00:00 |  | USCT1ASV022 | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 08:00:38 | 2012-02-13 08:19:33 | INC0017238 | 5 - Medium | Service Request | Closed | Pending Customer | needs a contractors password extended. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-13 08:08:05 | 2727-11-01 00:00:00 | 2727-11-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account extended to May 15. | [NAME]
2012-02-13 08:02:36 | 2012-02-13 13:00:10 | INC0017239 | 5 - Medium | Incident | Closed |  | User's account has expired | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | General | Access | False | system |  | Rankit Thakkar | 2012-02-13 09:07:00 | 2727-07-06 00:00:00 | 2727-07-06 00:00:00 | Account Admin | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account Extended till May 11, 2012 | Rankit Thakkar
2012-02-13 08:12:19 | 2012-02-15 09:17:48 | INC0017242 | 5 - Medium | Service Request | Closed |  | on the go access, java update | [NAME] | Executive Support | OnTheGo | Network | On The Go | Access Request | False | system |  | Farzin Saghri | 2012-02-13 08:17:25 | 2962-06-20 00:00:00 | 2962-06-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Successfully installed Juniper client 7.1. User has java 6_14 already installed. Issue resolved. | Farzin Saghri
2012-02-13 08:15:42 | 2012-02-15 14:30:53 | INC0017243 | 5 - Medium | Service Request | Closed | Pending Customer | Cannot log into eLMS | [NAME] | CZ - Enterprise Application - Support | Elements | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-13 08:40:40 | 2961-11-29 00:00:00 | 2961-11-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User able to login | [NAME]
2012-02-13 08:15:53 | 2012-02-22 15:09:45 | INC0017244 | 5 - Medium | Incident | Resolved |  | Unable to get any wired connection | [NAME] | Deskside - Gaithersburg | [NAME] | Network/Connectivity | Wired | Outage | True | GeorgeMa |  | [NAME] | 2012-02-13 08:32:58 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Visited and confirmed that LAN connectivity is working fine | [NAME]
2012-02-13 08:18:52 | 2012-02-13 08:23:11 | INC0017245 | 5 - Medium | Service Request | Closed |  | wants to know if the Medi guestwireless password has changed. | [NAME] | Service Desk | CI Not Found | Network | Wireless | Access Request | False | system |  | [NAME] | 2012-02-13 08:23:11 | 2724-11-02 00:00:00 | 2724-11-02 00:00:00 | guest wireless | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | gave user the new guest wireless account password | [NAME]
2012-02-13 08:19:11 | 2012-02-13 08:31:37 | INC0017246 | 5 - Medium | Incident | Closed |  | Not able to connect to her H:Drive | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | Access | False | system |  | Stephanie Hightower | 2012-02-13 08:23:00 | 2724-10-14 00:00:00 | 2724-10-14 00:00:00 | Shared Drive | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Remapped her drive to the Y: Drive -  \\medimmune.com\dfs\home\it\heinm_x000D_ Client was able to access her information | Stephanie Hightower
2012-02-13 08:21:09 | 2012-02-14 11:23:51 | INC0017248 | 5 - Medium | Service Request | Closed |  | New Hire -(Contractor)  [NAME], 2/7/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-13 08:23:25 | 2842-09-27 00:00:00 | 2842-09-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Per manager no additional access is needed. Please see worklog | [NAME]
2012-02-13 08:21:12 | 2012-02-13 08:24:38 | INC0017249 | 5 - Medium | Incident | Closed |  | Called About Wireless Password | [NAME] (Eddy) Staskal | Service Desk | Wireless | Network/Connectivity | Wireless | Access | False | system |  | [NAME] | 2012-02-13 08:24:22 | 2724-06-15 00:00:00 | 2724-06-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] called for the wireless password which I provided. | [NAME]
2012-02-13 08:24:41 | 2012-02-13 08:46:09 | INC0017250 | 5 - Medium | Service Request | Closed |  | mind manager 8  install | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-13 08:46:09 | 2723-11-19 00:00:00 | 2723-11-19 00:00:00 | Mind Manager [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I installed Mind Manager, but couldn't find the activation key. [NAME] is going to ask someone else who may have the key ([NAME]) to see if he can find it. If [NAME] calls back about this issue we may need to install adobe reader 9 | [NAME]
2012-02-13 08:30:17 | 2012-02-13 08:36:25 | INC0017251 | 5 - Medium | Service Request | Closed |  | User is unable to login | [NAME] | Service Desk | Windows XP | Network | On The Go | [NAME] | False | system |  | [NAME] | 2012-02-13 08:36:25 | 2722-12-18 00:00:00 | 2722-12-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Had user lock and unlock her laptop | [NAME]
2012-02-13 08:32:34 | 2012-02-13 09:59:16 | INC0017252 | 5 - Medium | Incident | Closed |  | unable to open attachment in AZ eRoom | [NAME] | Executive Support | Internet Explorer 7 | Applications | Business Applications | Access | False | system |  | Farzin Saghri | 2012-02-13 08:33:59 | 2722-08-03 00:00:00 | 2722-08-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed Eroom plugin. [NAME] was now able to view her documents from the browser. Issue resolved. | Farzin Saghri
2012-02-13 08:34:44 | 2012-02-22 15:29:49 | INC0017253 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13168 Amy Gregory (2/20/2012) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-13 08:38:04 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account updated as per HR Report 2/16/12 | [NAME]
2012-02-13 08:45:09 | 2012-02-13 08:50:37 | INC0017257 | 5 - Medium | Service Request | Closed |  | Network Password Reset | [NAME] | Service Desk | Windows XP | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-13 08:50:37 | 2720-07-09 00:00:00 | 2720-07-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Left new password on user's voicemail | [NAME]
2012-02-13 08:45:10 |  | [NAME] | 5 - Medium | Incident | Pending | Assigned External | Editing Portal | Priyanka Venkatesh | Service Desk | Exchange 2010 | Applications | Business Applications | Fault/Error | True | TorrenceA | AZ  3010374 | [NAME] | 2012-02-13 08:48:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 08:46:24 | 2012-02-13 14:10:38 | INC0017259 | 5 - Medium | Service Request | Closed |  | Off Boarding Kelly Cornish | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-13 08:47:14 | 2720-04-25 00:00:00 | 2720-04-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Acounts disabled, hid email. | [NAME]
2012-02-13 08:47:21 | 2012-02-13 14:10:17 | INC0017260 | 5 - Medium | Service Request | Closed |  | Off Board [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-13 08:48:15 | 2720-02-28 00:00:00 | 2720-02-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Acounts disabled, hid email. | [NAME]
2012-02-13 08:48:18 | 2012-02-13 09:22:28 | INC0017261 | 5 - Medium | Service Request | Closed |  | Off Board [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-13 08:49:28 | 2720-01-02 00:00:00 | 2720-01-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Disable the account, hid email | [NAME]
2012-02-13 08:49:33 | 2012-02-17 12:56:03 | INC0017263 | 5 - Medium | Incident | Resolved |  | Can't upload a file to medimmunecators | [NAME] | Deskside - Gaithersburg | CI Not Found | Other | Other | Other | True | DunhamAv |  | Avinash Dunham | 2012-02-13 09:05:00 | 00:00:00 |  | medimmunecators | 1-2 Users Affected | [NAME] | False | 1 | Not Solved | Spoke to user, and she is unavailable until next week, I told her to email/call me or come to itech and we can take care of it then. Resolving until further notification from user. | Avinash Dunham
2012-02-13 08:53:22 | 2012-02-14 09:49:01 | INC0017264 | 5 - Medium | Service Request | Closed |  | New Hire - (Contractor) Agata Wiesiolek- start date 2/7/12 | [NAME] | IMAC Coordinator | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-14 09:02:55 | 2837-06-12 00:00:00 | 2837-06-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | GH, no equipment needed. Resolving ticket. | [NAME]
2012-02-13 08:55:33 | 2012-02-14 14:47:27 | INC0017265 | 5 - Medium | Incident | Closed |  | Stuck on applying settings screen | [NAME] | Deskside - Frederick | Laptop | Hardware | Computer | Performance | False | system |  | [NAME] | 2012-02-13 09:00:14 | 2837-02-01 00:00:00 | 2837-02-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | users hdd had bad sectors. uninstalled encryption software on drive. created image and copied image to new drive. tested and works. | [NAME]
2012-02-13 08:56:23 | 2012-02-13 09:06:11 | INC0017267 | 5 - Medium | Service Request | Closed |  | SAP - ARP - Password Reset | [NAME] | Service Desk | SAP ECC (Prod) | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-14 09:31:40 | 2836-12-13 00:00:00 | 2836-12-13 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | From: [NAME], Sumithra(Infosys) _x000D_ Sent: 14 February 2012 11:45_x000D_ To: [NAME], [NAME] (MedImmune)_x000D_ Cc: SAPSEC, Wilmington_x000D_ Subject: ARP Password Reset - Dunn, [NAME] (MedImmune)_x000D_ _x000D_  _x000D_ _x000D_ Hi Christoper,_x000D_ _x000D_  _x000D_ _x000D_ Your ARP account has been unlocked and password has been reset to ***********_x000D_ _x000D_  _x000D_ _x000D_ Please try accessing your account now and let me know in case of any further issues._x000D_ _x000D_  _x000D_ _x000D_ Thanks,_x000D_ _x000D_  _x000D_ _x000D_ Sumithra._x000D_ _x000D_  _x000D_ _x000D_ SAPSEC_x000D_ _x000D_ ---------------------------------------------------------_x000D_ _x000D_ Infosys Technologies Ltd._x000D_ _x000D_ [NAME]   :  +91- [PHONE], Ext - 76955_x000D_ _x000D_ Mail : sumitradevi.kumar@astrazeneca.com_x000D_ _x000D_ Security Team ID :  SAPSEC, Wilmington._x000D_ _x000D_  _x000D_ _x000D_ From: [NAME], Ramaswamy [mailto:[EMAIL]] _x000D_ Sent: 14 February 2012 11:24_x000D_ To: 'IS Service Desk'; Tirrell, [NAME] (MedImmune)_x000D_ Cc: Gill, [NAME] (MedImmune); Sinho, Saket (MedImmune); [NAME], Ajay (MedImmune); SAPSEC, Wilmington_x000D_ Subject: RE: 5 - Medium ticket INC0017708 has been assigned to group CZ - SAP Hire To Terminate_x000D_ _x000D_  _x000D_ _x000D_ Team,_x000D_ _x000D_  _x000D_ _x000D_ Please reassign this ticket to AZ SAP support team cced here as they support ARP system._x000D_ _x000D_  _x000D_ _x000D_ Thanks_x000D_ _x000D_  _x000D_ _x000D_ Ramasamy._x000D_ _x000D_ | [NAME]
2012-02-13 08:57:45 | 2012-02-14 10:22:58 | INC0017268 | 5 - Medium | Service Request | Closed | Pending Customer | New Hire - (Contractor) [NAME], please assign voice Ext 81218 | [NAME] | Voice | AD (Active Directory) Account | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-13 08:59:41 | 2836-09-22 00:00:00 | 2836-09-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account removed from the system.  User is an outside contractor. | [NAME]
2012-02-13 08:58:39 | 2012-02-15 13:57:26 | INC0017269 | 5 - Medium | Service Request | Closed | Pending Customer | MedImmune User ID renewal | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | Rankit Thakkar | 2012-02-15 11:06:48 | 2954-11-09 00:00:00 | 2954-11-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account Extended till May 18, 2012._x000D_ | Rankit Thakkar
2012-02-13 09:02:17 | 2012-02-13 09:30:12 | [NAME] | 5 - Medium | Service Request | Closed |  | Need Static IP | [NAME] | Intel Server Support | LAN | Printing | Hardware | Configuration | False | system |  | [NAME] | 2012-02-13 09:06:49 | 2717-09-15 00:00:00 | 2717-09-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The reservation for this request was already there. [NAME] confirmed. _x000D_ | [NAME]
2012-02-13 09:02:29 | 2012-02-13 13:39:43 | INC0017273 | 5 - Medium | Incident | Closed |  | Account is expired - needs to have request sent to [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | General | Access | False | system |  | Rankit Thakkar | 2012-02-13 10:03:06 | 2717-09-03 00:00:00 | 2717-09-03 00:00:00 | Expired Account | 1-2 Users Affected | Stephanie Hightower | False | 1 | Solved (Permanently) | Account Extended till May 08, 2012. | Rankit Thakkar
2012-02-13 09:02:39 | 2012-02-13 16:37:17 | INC0017274 | 5 - Medium | Service Request | Closed |  | Modify Permission on Shared Folder. | [NAME] |  | CI Not Found | Account Admin | Modify | Shared Folder | False | system |  | Rankit Thakkar |  | 2717-08-24 00:00:00 | 2717-08-24 00:00:00 | Shared Folder | 1-2 Users Affected | Rankit Thakkar | False | 0 | Solved (Permanently) | Gave Proper Permission to both users._x000D_ _x000D_ User Must log-out and Log-In to see the changes. | Rankit Thakkar
2012-02-13 09:02:51 | 2012-02-14 13:28:29 | INC0017275 | 5 - Medium | Incident | Closed |  | critical state | [NAME] | Service Desk | MD1AS127 | Server/Data Center | Hardware | Fault/Error | False | system |  |  |  | 2835-11-21 00:00:00 | 2835-11-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | 2012-02-14 09:28:29  [NAME]:  Work Log (Visible to Client) _x000D_  reply from: AlmassarwahA@MedImmune.com_x000D_ _x000D_ We don't see any alerts at this moment , it seems that everything is fine ._x000D_ _x000D_  _x000D_ | [NAME]
2012-02-13 09:03:12 | 2012-02-13 11:25:26 | INC0017276 | 5 - Medium | Service Request | Closed |  | [NAME] for new employee | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-13 09:21:06 | 2717-07-22 00:00:00 | 2717-07-22 00:00:00 | Hardware | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | setup as requested | [NAME]
2012-02-13 09:04:43 | 2012-02-13 09:08:26 | INC0017277 | 5 - Medium | Incident | Closed |  | [NAME] | [NAME] | Service Desk | Wireless | Network/Connectivity | Wireless | Access | False | system |  | [NAME] | 2012-02-13 09:08:26 | 2717-04-22 00:00:00 | 2717-04-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Provided correct PW to user | [NAME]
2012-02-13 09:09:44 | 2012-02-13 09:14:34 | INC0017280 | 5 - Medium | Service Request | Closed |  | mediguest | [NAME] | Service Desk | Wireless (Prod) | Network | Wireless | Access Request | False | system |  | [NAME] | 2012-02-13 09:14:34 | 2716-06-25 00:00:00 | 2716-06-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Please disregard the previous resolved notes, I Provided Linglin with the password and she will try when she gets back to the office _x000D_ | [NAME]
2012-02-13 09:11:55 | 2012-02-14 04:34:40 | INC0017281 | 5 - Medium | Incident | Closed | Assigned External | No access to KIMunity | Margot Freericks | Service Desk | AD (Active Directory) Account | Account Admin | General | Access | False | system | UK KIM TEAM | [NAME] | 2012-02-13 09:14:25 | 2834-05-26 00:00:00 | 2834-05-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | FreericksM AD account has been disabled. File creation was checked in Documentum for accounts FreericksM and FreericksMA NO FILES were found, user was contacted to ensure they hadn't created any file within the system, user confirmed NO [NAME] had been created. FreericksM and FreericksMA accounts both deleted from the Documentum system, account replication happens over night from AD to documentum. User was contacted first thing Tuesday and confirmed [NAME] | [NAME]
2012-02-13 09:12:34 | 2012-02-13 14:02:01 | INC0017282 | 5 - Medium | Service Request | Closed | Pending Customer | User needs network account extended | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | Rankit Thakkar | 2012-02-13 09:57:46 | 2716-01-07 00:00:00 | 2716-01-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Account Extended till May 03, 2012 | Rankit Thakkar
2012-02-13 09:12:48 | 2012-02-13 14:09:48 | INC0017283 | 5 - Medium | Service Request | Closed |  | Off Board [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-13 09:20:59 | 2715-12-24 00:00:00 | 2715-12-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Acounts disabled, hid email. | [NAME]
2012-02-13 09:12:55 | 2012-02-13 11:41:34 | INC0017285 | 5 - Medium | Service Request | Closed |  | User is unable to login - GridGaurd | [NAME] | Service Desk | Windows XP | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-13 09:22:03 | 2715-12-17 00:00:00 | 2715-12-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Asked the user to restart the PC - for better performance. _x000D_ User is able to login. | [NAME]
2012-02-13 09:13:36 | 2012-02-13 09:31:03 | INC0017286 | 5 - Medium | Service Request | Closed |  | needs login info for a new hire | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-13 09:30:16 | 2715-11-06 00:00:00 | 2715-11-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | gave user name and reset password. issue is resolved. | [NAME]
2012-02-13 09:14:45 | 2012-02-13 11:06:40 | INC0017288 | 5 - Medium | Incident | Closed |  | Request for Medimmune password | [NAME] | Service Desk | CI Not Found | Account Admin | General | Access | False | system |  | Stephanie Hightower | 2012-02-13 09:16:31 | 2715-08-29 00:00:00 | 2715-08-29 00:00:00 | password | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Provided [NAME] with the password to login to the medimmune network. It was not updated online | Stephanie Hightower
2012-02-13 09:15:01 | 2012-02-14 09:16:04 | INC0017289 | 5 - Medium | Service Request | Closed |  | Please access to [NAME] to Enrollment dashboard folder on "E" d | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | Rankit Thakkar | 2012-02-13 09:16:03 | 2833-11-21 00:00:00 | 2833-11-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Granted Requested Access to [NAME]. | Rankit Thakkar
2012-02-13 09:21:23 | 2012-02-16 07:23:55 | INC0017290 | 5 - Medium | Incident | Resolved | Pending Customer | Not receiving mail from old email address. | [NAME] | Service Desk | Outlook 2003 | Account Admin | General | Performance | True | HeathC |  | [NAME] | 2012-02-13 09:23:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Per [NAME] (EU) email; she is receiving emails sent to her old email address. | [NAME]
2012-02-13 09:23:40 | 2012-02-14 11:51:52 | INC0017291 | 5 - Medium | Service Request | Closed |  | Change Distribution list name | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Distribution List | False | system |  | [NAME] | 2012-02-13 12:05:19 | 2832-06-20 00:00:00 | 2832-06-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Renamed Distribution group. | [NAME]
2012-02-13 09:25:49 | 2012-02-13 10:34:12 | INC0017293 | 5 - Medium | Service Request | Closed |  | [NAME] | [NAME] | Intel Server Support | AD (Active Directory) Account | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-13 09:27:38 | 2713-11-03 00:00:00 | 2713-11-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | The workstations have been moved to the Test OU: medimmune.com/Systems/Regions/US/USMD1/WKS/MEDI/DEV/LAP/AgilentDCSTest/ | [NAME]
2012-02-13 09:28:08 | 2012-02-13 09:33:05 | INC0017294 | 5 - Medium | Incident | Closed |  | Unable to sync/iRep login sequence | [NAME] | CZ - Commercial - Support | MI Mosaic (Offline) | Applications | Mobile Applications | Synch Issue | False | system |  | Ashwin Kumar | 2012-02-13 09:33:05 | 2713-06-17 00:00:00 | 2713-06-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Directed user to change password and she was able to login | [NAME]
2012-02-13 09:29:26 | 2012-02-15 09:34:20 | INC0017295 | 5 - Medium | Incident | Closed | Pending Customer | H Drive | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-13 13:36:19 | 2949-10-19 00:00:00 | 2949-10-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Mapped the correct drive for Maryam. She is able to get to her documents once again. | [NAME]
2012-02-13 09:35:45 | 2012-02-13 09:50:50 | INC0017296 | 5 - Medium | Service Request | Closed |  | Network credentials for a new hire | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | New | Access | False | system |  | [NAME] | 2012-02-13 09:50:08 | 2712-03-17 00:00:00 | 2712-03-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | provided credentials in the form of an email. this is resolved | [NAME]
2012-02-13 09:37:49 | 2012-02-13 09:51:26 | INC0017298 | 5 - Medium | Incident | Closed |  | Unable to acces H: Drive | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | Access | False | system |  | [NAME] | 2012-02-13 09:40:41 | 2711-11-14 00:00:00 | 2711-11-14 00:00:00 | H: Drive | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk |  | [NAME]
2012-02-13 09:38:51 | 2012-02-13 09:44:28 | INC0017299 | 5 - Medium | Service Request | Closed |  | [NAME] needed | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-13 09:44:28 | 2711-09-13 00:00:00 | 2711-09-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Caller is a new employee and I advised him to see his manager for his login info. | [NAME]
2012-02-13 09:38:55 | 2012-02-13 10:59:23 | INC0017300 | 5 - Medium | Incident | Closed |  | trackwise | [NAME] | Service Desk | Trackwise - MO / EHS (Prod) | Applications | Business Applications | Outage | False | system |  | [NAME] |  | 2711-09-09 00:00:00 | 2711-09-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | The Wintel team brought the server back online and the Application support team confirmed the TrackWise software was operating normally.  The incident was resolved by moving the hard drives to another chassis. The teams will meet next week to discuss expediting the hardware upgrade. | [NAME]
2012-02-13 09:41:04 | 2012-02-22 16:15:54 | INC0017301 | 5 - Medium | Service Request | Resolved | Pending Customer | monitor continues to cut out. | [NAME] | Deskside - Gaithersburg | Monitor | Hardware | Peripheral | Request/Replace | True | SuttonJo |  | [NAME] | 2012-02-13 09:45:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Js 02-22-12 Monitor has been replaced. | [NAME]
2012-02-13 09:42:06 | 2012-02-14 08:15:15 | INC0017302 | 5 - Medium | Service Request | Closed |  | Modify Account [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-13 09:47:18 | 2829-06-10 00:00:00 | 2829-06-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account enabled. | [NAME]
2012-02-13 09:43:07 | 2012-02-13 16:27:20 | INC0017303 | 5 - Medium | Service Request | Closed |  | phone not working | [NAME] | Service Desk | [NAME] | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-13 10:00:16 | 2710-12-31 00:00:00 | 2710-12-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | She had someone bring her a new phone, and will call back if she has any issues | [NAME]
2012-02-13 09:43:43 | 2012-02-13 10:38:54 | [NAME] | 5 - Medium | Incident | Closed |  | [NAME] would like to have Office 2007 installed to use Modi. | [NAME] | Service Desk | Access 2003 | Applications | COTS | Access | False | system |  | [NAME] | 2012-02-13 09:47:58 | 2710-11-25 00:00:00 | 2710-11-25 00:00:00 | create | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | We changed this ticket. I installed MODI using the tools in 2003. He should be able to use this now. | [NAME]
2012-02-13 09:44:06 | 2012-02-13 09:56:31 | INC0017305 | 5 - Medium | Service Request | Closed |  | Needs network account set up for [NAME] | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  |  | 2012-02-13 09:56:31 | 2710-11-02 00:00:00 | 2710-11-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | reset password and emailed to manager. | [NAME]
2012-02-13 09:47:22 | 2012-02-14 08:17:34 | INC0017307 | 5 - Medium | Service Request | Closed |  | Enable Account [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-13 09:48:11 | 2828-07-29 00:00:00 | 2828-07-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account enabled, email enabled. | [NAME]
2012-02-13 09:48:13 | 2012-02-14 08:16:59 | INC0017308 | 5 - Medium | Service Request | Closed |  | Enable Account CJ Forte | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-13 09:48:53 | 2828-06-08 00:00:00 | 2828-06-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account enabled, email enabled. | [NAME]
2012-02-13 09:48:56 | 2012-02-14 08:16:41 | INC0017310 | 5 - Medium | Service Request | Closed |  | Enabling Account [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-13 09:49:50 | 2828-04-26 00:00:00 | 2828-04-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account enabled, email enabled. | [NAME]
2012-02-13 09:49:33 |  | INC0017311 | 5 - Medium | Service Request | Pending | Assigned External | follow up on a pc request form. | [NAME] | Service Desk | Desktop | Hardware | Computer | Request For Information | True | HallW | 2917734 | [NAME] | 2012-02-13 10:09:15 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 09:50:32 | 2012-02-14 08:16:12 | INC0017313 | 5 - Medium | Service Request | Closed |  | Enable Account [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-13 09:51:14 | 2828-01-21 00:00:00 | 2828-01-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account enabled, email enabled. | [NAME]
2012-02-13 09:51:15 | 2012-02-14 08:15:39 | INC0017315 | 5 - Medium | Service Request | Closed |  | Enabe Account [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-13 09:52:01 | 2827-12-09 00:00:00 | 2827-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account enabled. | [NAME]
2012-02-13 09:57:44 | 2012-02-14 10:21:15 | INC0017316 | 5 - Medium | Service Request | Closed |  | MS Outlook Issue | LeeAndria Wills | Executive Support | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | Farzin Saghri | 2012-02-13 10:04:11 | 2826-11-15 00:00:00 | 2826-11-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Turned off search indexing on users machine, performance was much better than before. Issue resolved. | Farzin Saghri
2012-02-13 09:58:43 |  | INC0017317 | 5 - Medium | Service Request | Pending | Pending Customer | PC Request Form - PCR11263 | [NAME] | IMAC Coordinator | Laptop | Hardware | Computer | Request/Replace | True | ReeveB |  | [NAME] | 2012-02-14 09:03:25 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-13 10:02:22 | 2012-02-13 12:28:57 | INC0017320 | 5 - Medium | Incident | Closed |  | md1as240 | [NAME] | Intel Server Support | MD1AS240 | Network/Connectivity | Network Device | Access | False | system |  | [NAME] | 2012-02-13 10:03:52 | 2707-11-02 00:00:00 | 2707-11-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] had the third octet wrong in the IP address. | [NAME]
2012-02-13 10:02:33 |  | INC0017321 | 5 - Medium | Service Request | Pending | Pending Customer | service account password change | [NAME] | Intel Server Support | AD (Active Directory) Account | Account Admin | Modify | Group | True | KlottrupC |  | [NAME] | 2012-02-13 10:04:29 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 10:04:35 | 2012-02-15 16:03:50 | INC0017324 | 5 - Medium | Incident | Closed | Assigned External | Nonfunctioning Desktop | [NAME] | Deskside - Gaithersburg | Desktop | Hardware | Computer | Performance | False | system | 2961377 IBM | [NAME] | 2012-02-13 10:09:57 | 2944-01-10 00:00:00 | 2944-01-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Replaced the old dell GX520 DNP72C1 [PHONE] with M57 LKRDZPG [PHONE] | [NAME]
2012-02-13 10:05:47 | 2012-02-15 14:38:18 | INC0017326 | 5 - Medium | Service Request | Closed |  | Needs his [NAME] reset | [NAME] | Voice | [NAME] | Telephony | [NAME] | [NAME] | False | system |  | [NAME] | 2012-02-13 10:08:17 | 2943-10-30 00:00:00 | 2943-10-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | A new voicemail password was changed in Unity and was sent to the end user - [NAME] by e-mail. | [NAME]
2012-02-13 10:06:15 | 2012-02-13 10:10:43 | INC0017327 | 5 - Medium | Service Request | Closed |  | User needed AD account PW reset | [NAME] | Service Desk | Outlook 2003 | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-13 10:10:43 | 2707-03-14 00:00:00 | 2707-03-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reset AD password and emailed to manager | [NAME]
2012-02-13 10:06:37 |  | INC0017328 | 5 - Medium | Service Request | In Progress |  | the system cannot log you on because the medimmune domain is not available | [NAME] | Deskside - Gaithersburg | Windows XP | Network | Wired | Access Request | True | HallW |  | Avinash Dunham | 2012-02-16 12:40:36 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 7 | Solved (Permanently) | See work log.
2012-02-13 10:07:35 | 2012-02-13 10:17:14 | INC0017329 | 5 - Medium | Service Request | Closed |  | password reset | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-13 10:16:25 | 2706-12-24 00:00:00 | 2706-12-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user was able to logon during call. this is resolved. | [NAME]
2012-02-13 10:08:30 | 2012-02-13 12:42:09 | INC0017330 | 5 - Medium | Service Request | Closed |  | Ops Account | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | New | Access | False | system |  | [NAME] | 2012-02-13 12:14:59 | 2706-10-30 00:00:00 | 2706-10-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Unlocked users account and reset the password. I left the new password on the users voicemail. | [NAME]
2012-02-13 10:09:46 | 2012-02-16 16:03:03 | INC0017331 | 5 - Medium | Service Request | Resolved |  | Laptop over heated and will not turn back on. | Amber Fiechtner | Deskside - Field Sales | Laptop | Hardware | Computer | Request/Replace | True | AkpanEm |  | [NAME] | 2012-02-13 10:21:01 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | User have received the correct laptop and stated that it is working closing ticket | [NAME]
2012-02-13 10:10:03 | 2012-02-14 15:41:09 | INC0017332 | 5 - Medium | Service Request | Closed | Pending Customer | Create a DL List | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Distribution List | False | system |  | [NAME] | 2012-02-13 12:08:36 | 2824-11-06 00:00:00 | 2824-11-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | The Global CPD DL has been created | [NAME]
2012-02-13 10:10:14 | 2012-02-13 10:14:03 | INC0017333 | 5 - Medium | Service Request | Closed |  | mediguest access - PLEASE UPDATE - it is out of date!! | [NAME] | Service Desk | Wireless | Network | Wireless | Request for Information | False | system |  | [NAME] | 2012-02-13 10:12:50 | 2706-07-18 00:00:00 | 2706-07-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Account info for Mediguest account for weekending 2/17: _x000D_ _x000D_ Userid – Mediguest_x000D_ _x000D_ Password - 8LJEQfJ1_x000D_ _x000D_ Sent to user via Email. | [NAME]
2012-02-13 10:14:17 | 2012-02-13 10:44:13 | INC0017335 | 5 - Medium | Incident | Closed |  | Missing Folder on Shared Drive | [NAME] | SAN Storage Support | CI Not Found | Server/Data Center | Database/System | Access | False | system |  | [NAME] | 2012-02-13 10:16:16 | 2705-11-17 00:00:00 | 2705-11-17 00:00:00 | Shared Drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Restored CP 221 folder back into \\usmd12\shared data\MEDI7874 folder from 2/10/12 snapshot version | [NAME]
2012-02-13 10:19:45 | 2012-02-17 10:56:04 | [NAME] | 5 - Medium | Service Request | Resolved | Pending Customer | needs webex access. | Ambarish Shah | Service Desk | CI Not Found | Applications | Business Applications | New Request | True | HallW |  | [NAME] | 2012-02-13 11:02:22 | 00:00:00 |  | Webex | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | instructed user on where to go to setup webex access. | [NAME]
2012-02-13 10:19:51 | 2012-02-14 08:52:45 | INC0017339 | 5 - Medium | Service Request | Closed |  | On Boarding Form - OBF13169 Prasad [NAME] (2/13/2012) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-13 10:22:07 | 2823-03-29 00:00:00 | 2823-03-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts created and tickets created to other IT teams for desktop and phone/voice setup. Also notified training | [NAME]
2012-02-13 10:21:02 | 2012-02-13 10:40:18 | INC0017340 | 5 - Medium | Service Request | Closed |  | Not able to log into Outlook | [NAME] | Service Desk | Outlook 2003 | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-13 10:40:18 | 2704-10-08 00:00:00 | 2704-10-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Walked user through entering information. _x000D_ | [NAME]
2012-02-13 10:22:44 | 2012-02-16 10:20:59 | INC0017341 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13170 Ali Gilani 2/9/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-13 10:24:45 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Information provided to manager and ticket sent to hardwar for setup, onboarding form indicated to phone needed | [NAME]
2012-02-13 10:23:44 |  | INC0017344 | 5 - Medium | Incident | Pending | Pending Customer | Outlook is attempting to delete all emails | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | True | TyreeJ |  | [NAME] | 2012-02-17 10:29:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3
2012-02-13 10:27:30 |  | INC0017345 | 5 - Medium | Incident | Pending | Pending Customer | Unable to log into Elements | [NAME] | CZ - Enterprise Application - Support | Elements | Applications | Business Applications | Access | True | MullaveeduB |  | [NAME] | 2012-02-13 10:28:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 10:27:43 | 2012-02-13 14:35:13 | INC0017346 | 5 - Medium | Service Request | Closed |  | folder access | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | Rankit Thakkar | 2012-02-13 10:28:51 | 2703-09-03 00:00:00 | 2703-09-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User has been given proper Permissions to Access the Folder._x000D_ _x000D_ Please have Heather Reboot the computer and log back in. | Rankit Thakkar
2012-02-13 10:29:32 | 2012-02-13 10:39:04 | INC0017347 | 5 - Medium | Incident | Closed |  | issues with calender in outlook | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-13 10:38:30 | 2703-05-17 00:00:00 | 2703-05-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | issue was resolved._x000D_ user error. | [NAME]
2012-02-13 10:30:32 | 2012-02-13 13:53:19 | INC0017348 | 5 - Medium | Service Request | Closed |  | On Boarding Form - OBF13171 - [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-13 10:32:15 | 2703-03-18 00:00:00 | 2703-03-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | INC0017478 - Ticket created for voicemail setup _x000D_ INC0017459 - Created for desktop setup | [NAME]
2012-02-13 10:31:05 | 2012-02-13 10:37:04 | INC0017350 | 5 - Medium | Service Request | Closed |  | MI-Mosaic: South Region Workbook questions | [NAME] | CZ - Commercial - Support | MI Mosaic (Offline) | Applications | Mobile Applications | s_Mobile Applications_Business Operation | False | system |  | [NAME] | 2012-02-13 10:37:04 | 2703-02-13 00:00:00 | 2703-02-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Explained that questions about this process need to be forwarded to [EMAIL] | [NAME]
2012-02-13 10:32:49 | 2012-02-14 14:48:34 | INC0017351 | 5 - Medium | Service Request | Closed |  | Conference room phones for Frederick Bldg 636 | [NAME] | Deskside - Frederick | CI Not Found | Hardware | Peripheral | Configuration | False | system |  | [NAME] | 2012-02-13 10:34:04 | 2821-02-09 00:00:00 | 2821-02-09 00:00:00 | Conference Room | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | created phone profiles in cisco call manager. informed user of completion and phone numbers assigned to phones | [NAME]
2012-02-13 10:32:55 | 2012-02-14 16:09:15 | INC0017352 | 5 - Medium | Incident | Closed |  | User unable to save to her I: drive | [NAME] | Accounts Administration | CI Not Found | Server/Data Center | Database/System | Performance | False | system |  | [NAME] | 2012-02-14 12:08:36 | 2821-02-03 00:00:00 | 2821-02-03 00:00:00 | shared folder or mapped drive | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Spoke to Nisha. User is now able to access the shared drive. | [NAME]
2012-02-13 10:33:03 | 2012-02-13 10:54:21 | INC0017353 | 5 - Medium | Service Request | Closed |  | User cannot make new folders in her I: Drive | [NAME] |  | CI Not Found | Account Admin | Provisioning | Change In Location | False | system |  | [NAME] |  | 2821-01-26 00:00:00 | 2821-01-26 00:00:00 | network drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | went into AD and to the profile tab.   _x000D_ I specied the path to her home folder_x000D_ _x000D_ I:\HR Staff personal folders\Sharon Blackborow | [NAME]
2012-02-13 10:33:49 | 2012-02-13 10:43:58 | INC0017354 | 5 - Medium | Incident | Closed |  | user is getting calendar invite emails that are no longer needed. | [NAME] | Service Desk | Outlook 2003 | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-13 10:43:58 | 2702-09-02 00:00:00 | 2702-09-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | user will have the sending user call in when he comes back into the country to have the proper adustments made in outlook. | [NAME]
2012-02-13 10:34:55 | 2012-02-14 08:23:39 | INC0017355 | 5 - Medium | Service Request | Closed |  | On Boarding Form - OBF13172 [NAME] (2/13/2012) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-13 10:36:25 | 2820-10-06 00:00:00 | 2820-10-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts created, tickets created to hardware and voice for completion, also sent [NAME] note to advise her that account was completed. | [NAME]
2012-02-13 10:36:38 | 2012-02-13 10:40:45 | INC0017356 | 5 - Medium | Service Request | Closed |  | User does not have Live Meeting in Outlook | [NAME] | Service Desk | Outlook 2003 | Applications | OS | New Functionality Inquiry | False | system |  | [NAME] | 2012-02-13 10:39:45 | 2702-03-17 00:00:00 | 2702-03-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I advised user that I would need to remote into her computer._x000D_ - She advised she would take machine down to iTech. | [NAME]
2012-02-13 10:38:44 | 2012-02-15 17:13:13 | INC0017358 | 5 - Medium | Incident | Closed | Assigned External | SAP ARP System Lockout | [NAME] | Service Desk | CI Not Found | Account Admin | General | Access | False | system | AZ 2998115 | [NAME] | 2012-02-13 10:42:24 | 2938-06-01 00:00:00 | 2938-06-01 00:00:00 | SAP ARP | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Called AZ for update.....Ticket has been resolved._x000D_ _x000D_ AZ Security group tries to contact the user via phone to give the user the password but if they are not able to reach them they will leave the password on the user's voicemail. | [NAME]
2012-02-13 10:38:56 | 2012-02-13 10:41:03 | INC0017360 | 5 - Medium | Incident | Closed |  | user is unable to open powerpoint attachments through outlook. | [NAME] | Executive Support | Outlook 2010 | Applications | Outlook | Fault/Error | False | system |  | Farzin Saghri | 2012-02-13 10:40:25 | 2701-10-30 00:00:00 | 2701-10-30 00:00:00 |  | 1-2 Users Affected | Farzin Saghri | False | 0 | Solved (Permanently) | Recreated users profile, turned off DEP in power point. Issue resolved. | Farzin Saghri
2012-02-13 10:39:06 | 2012-02-13 11:17:42 | INC0017361 | 5 - Medium | Service Request | Closed |  | elms password | [NAME] | Service Desk | eLMS Enterprise Elements (Dev) | Applications | Business Applications | How To | False | system |  | [NAME] | 2012-02-13 11:14:27 | 2701-10-20 00:00:00 | 2701-10-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | provided login info to user. this is resolved. | [NAME]
2012-02-13 10:41:53 |  | INC0017363 | 4 - High | Incident | In Progress |  | MD1FS011\engineering needs more space | [NAME] | SAN Storage Support | MD1FS011 | Server/Data Center | Database/System | Fault/Error | True | SchultzD |  | [NAME] | 2012-02-13 10:49:22 | 00:00:00 |  |  | 21 to 100 Users Affected | [NAME] | False | 0
2012-02-13 10:42:28 | 2012-02-16 10:22:24 | INC0017365 | 5 - Medium | Incident | Resolved |  | User unable to save to I drive | [NAME] | Accounts Administration | CI Not Found | Server/Data Center | Database/System | Performance | True | PacuanL |  | [NAME] | 2012-02-14 12:09:38 | 00:00:00 |  | I drive | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User reached out stating that she is able to access the shared drive. | [NAME]
2012-02-13 10:44:41 | 2012-02-13 11:14:22 | INC0017366 | 5 - Medium | Incident | Closed |  | user is getting an email moved to junk folder by mistake. | [NAME] | Service Desk | Outlook 2003 | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-13 11:14:22 | 2700-11-19 00:00:00 | 2700-11-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | removed a redudant rule and added an email address to users trusted senders list. | [NAME]
2012-02-13 10:46:58 |  | INC0017367 | 5 - Medium | Service Request | In Progress |  | Port 116 Activated in cube 270C | [NAME] | Network Level 2 | [NAME] | Network | Wired | Access Request | True | DonoghueD |  |  | 2012-02-23 07:46:45 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4
2012-02-13 10:49:24 | 2012-02-22 10:40:07 | INC0017368 | 5 - Medium | Incident | Resolved | Pending Customer | Unable to save to MD1FS011 | [NAME] | Accounts Administration | MD1FS011 | Server/Data Center | Database/System | Performance | True | [NAME] |  | Rankit Thakkar | 2012-02-13 11:04:35 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Closing Ticket Per [NAME]'s email below. | Rankit Thakkar
2012-02-13 10:51:25 | 2012-02-13 16:55:20 | INC0017369 | 5 - Medium | Service Request | Closed |  | ServiceNow account request | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Create New Group | False | system |  | [NAME] | 2012-02-13 10:55:09 | 2818-01-20 00:00:00 | 2818-01-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Created the requested resolver group Knowledge and Information management, designated [NAME] the group manager. [NAME] the Service Desk Transition requirements form to complete and return to the Service Desk manager. | [NAME]
2012-02-13 10:52:12 | 2012-02-13 13:10:40 | INC0017370 | 4 - High | Incident | Closed |  | User is unable to turn his computer on | Dhanesh Gadre | Deskside - Gaithersburg | Laptop | Hardware | Computer | Outage | False | system |  | [NAME] | 2012-02-13 11:02:26 | 2699-08-25 00:00:00 | 2699-08-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Removed battery and ran power cycle. Laptop booted up just fine. | [NAME]
2012-02-13 10:55:06 | 2012-02-13 13:38:38 | INC0017371 | 5 - Medium | Service Request | Closed |  | [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | Rankit Thakkar | 2012-02-13 10:59:15 | 2699-03-04 00:00:00 | 2699-03-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account Extended till May 23, 2012. | Rankit Thakkar
2012-02-13 10:55:13 | 2012-02-13 16:50:53 | INC0017372 | 5 - Medium | Service Request | Closed |  | New ServiceNow account | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-13 10:59:33 | 2699-02-25 00:00:00 | 2699-02-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I created the Knowledge and Information Management Resolver group and added Arijit [NAME]  to the group as requested | [NAME]
2012-02-13 10:55:14 | 2012-02-13 11:19:45 | INC0017373 | 5 - Medium | Service Request | Closed |  | [NAME] called to request a  SAP login | [NAME] |  | SAP BI (Prod) | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] |  | 2699-02-24 00:00:00 | 2699-02-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | I let the user know that this is part of the onboarding process | [NAME]
2012-02-13 10:58:08 | 2012-02-13 11:00:53 | INC0017374 | 5 - Medium | Incident | Closed |  | spectrum not showing pictures | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-13 11:00:53 | 2698-09-03 00:00:00 | 2698-09-03 00:00:00 | spectrum | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Caller states its a problem with the peron that sent them and wants to disregard the ticket. | [NAME]
2012-02-13 10:58:48 | 2012-02-13 11:09:30 | INC0017375 | 5 - Medium | Incident | Closed |  | Unable to H: drive | [NAME] | Service Desk | Windows XP | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-13 11:09:30 | 2698-07-25 00:00:00 | 2698-07-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Re-mapped the user's H: drive and desktop shortcut | [NAME]
2012-02-13 10:59:38 | 2012-02-13 16:49:36 | INC0017376 | 5 - Medium | Service Request | Closed |  | New ServiceNow account | Hari prasad Radhakrishnan | ServiceNow [NAME] | ServiceNow (Prod) | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-13 11:02:05 | 2698-06-05 00:00:00 | 2698-06-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I created the Knowledge Information Management Group and added Hari prasad Radhakrishnan as a memeber of the group | [NAME]
2012-02-13 11:02:08 | 2012-02-14 14:42:57 | INC0017377 | 5 - Medium | Service Request | Closed |  | ServiceNow LDAP search not showing Arijit [NAME] | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | Account Admin | New | Access | False | system |  | [NAME] | 2012-02-13 11:07:12 | 2816-04-17 00:00:00 | 2816-04-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I manually added Arijit [NAME]'s profile in Service Now | [NAME]
2012-02-13 11:02:27 | 2012-02-13 11:17:49 | INC0017378 | 6 - Low | Incident | Resolved |  | conferance room phones do not work. no dial tone. | [NAME] | Voice | CI Not Found | Hardware | Peripheral | Fault/Error | True | BakerC |  | Christine [NAME] | 2012-02-17 08:14:34 | 00:00:00 |  | Conferance room phone | 1-2 Users Affected | [NAME] | True | 5 | Solved First Call by Service Desk | supplied user with the conference room support groups contact information. | [NAME]
2012-02-13 11:07:56 | 2012-02-13 14:16:17 | INC0017379 | 5 - Medium | Incident | Closed | Pending Customer | To update the web form user table in CLM Application | [NAME] | CZ - G&A - Support | Contract Request (Prod) | Applications | Business Applications | Performance | False | system |  | Amit Sahoo | 2012-02-13 11:37:42 | 2697-01-23 00:00:00 | 2697-01-23 00:00:00 |  | 1-2 Users Affected | Amit Sahoo | False | 0 | Solved (Permanently) | We have moved the users list into PRD. | Amit Sahoo
2012-02-13 11:08:20 | 2012-02-13 11:26:59 | INC0017380 | 5 - Medium | Incident | Closed |  | unable to get past the lenovo thinkpad screen on his laptop when he boots up | [NAME] | Service Desk | Windows XP | Applications | OS | Access | False | system |  | [NAME] | 2012-02-13 11:17:05 | 2696-12-30 00:00:00 | 2696-12-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | He rebooted and was able to get to the log in screen. | [NAME]
2012-02-13 11:10:50 | 2012-02-23 11:03:44 | INC0017381 | 5 - Medium | Incident | Resolved |  | [NAME] "object could not be found" | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Fault/Error | True | DunhamAv |  | Avinash Dunham | 2012-02-21 10:32:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Users Form cache was corrupted, once I deleted it and removed it the outlook calender was able to open all the meetings. | Avinash Dunham
2012-02-13 11:17:37 | 2012-02-13 11:26:32 | INC0017383 | 5 - Medium | Service Request | Closed |  | User requests exchange server information | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | How To | False | system |  | [NAME] | 2012-02-13 11:26:32 | 2695-06-22 00:00:00 | 2695-06-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Provided user with the exchange server name for Frederick | [NAME]
2012-02-13 11:20:58 |  | INC0017384 | 5 - Medium | Service Request | Pending | Pending Customer | Incorrect GBCB1 OU behaviours | [NAME] | Intel Server Support | AD (Active Directory) Account | Other | Other | Other | True | alexanders |  | [NAME] | 2012-02-13 11:25:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 11:24:38 | 2012-02-13 11:32:51 | INC0017385 | 5 - Medium | Service Request | Closed |  | Network is running slow | [NAME] | Service Desk | MD1FS011 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  | [NAME] | 2012-02-13 11:32:51 | 2694-04-27 00:00:00 | 2694-04-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | See work log | [NAME]
2012-02-13 11:25:13 | 2012-02-13 12:16:56 | INC0017386 | 5 - Medium | Incident | Closed |  | Outlook- Address book error | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | Stephanie Hightower | 2012-02-13 11:31:40 | 2694-03-23 00:00:00 | 2694-03-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Next step should be to delete the .oab files. Close outlook. Go to %userprofile% Make sure you can view Hidden Folders and extensions. Local Settings>App Data> Microsoft> Outlook> should be several files named .oab delete or rename them old and reopen outlook to see if issue was resolved. _x000D_ _x000D_ [NAME] launced [NAME] and was able to access his address book | Stephanie Hightower
2012-02-13 11:25:59 |  | INC0017387 | 4 - High | Service Request | Pending | Pending Customer | GBCB1 lab ou configuration | [NAME] | Intel Server Support | AD (Active Directory) Account | Other | Other | Other | True | jh3971 |  | [NAME] | 2012-02-13 11:32:57 | 00:00:00 |  |  | 101 or more Users Affected | [NAME] | False | 0
2012-02-13 11:29:32 | 2012-02-13 16:05:02 | INC0017388 | 5 - Medium | Incident | Closed |  | access is denied when clicking on a sharepoint link | [NAME] | CZ - Collaboration & BI - Support | Sharepoint (Prod) | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-13 11:53:19 | 2693-07-07 00:00:00 | 2693-07-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Access permission provided to the user. | [NAME]
2012-02-13 11:37:16 | 2012-02-13 11:56:55 | INC0017391 | 5 - Medium | Incident | Closed |  | Having error messages on network folder | [NAME] | Service Desk | CI Not Found | Account Admin | General | Access | False | system |  | Stephanie Hightower | 2012-02-13 11:39:23 | 2692-03-30 00:00:00 | 2692-03-30 00:00:00 | Shared drive | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | After remoting to clients machine, we duplicated the process of opening the file. He did not receive the error message he received last week. _x000D_ In speaking with [NAME], he states the file size may have already been updated as request were made earlier today. | Stephanie Hightower
2012-02-13 11:39:56 | 2012-02-21 11:11:29 | INC0017392 | 5 - Medium | Incident | Resolved |  | Docking port not working | [NAME] | Deskside - Gaithersburg | [NAME] | Hardware | Computer | Fault/Error | True | SuttonJo |  | [NAME] | 2012-02-13 11:50:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | JS 02-21-12 I have checked with the customer and the keyboard and [NAME] is now being picked up by the docking station. | [NAME]
2012-02-13 11:53:38 | 2012-02-14 14:34:00 | INC0017396 | 5 - Medium | Incident | Closed |  | [NAME] list problem | [NAME] | Accounts Administration | Exchange 2010 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-13 12:33:07 | 2807-11-01 00:00:00 | 2807-11-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | User verified that the issue has been resolved. | [NAME]
2012-02-13 11:55:47 | 2012-02-21 12:29:28 | INC0017397 | 5 - Medium | Incident | Resolved |  | User is unable to retrieve information saved after a date a month ago | [NAME] | Storage Restore Team | CI Not Found | Account Admin | General | General | True | LeebP |  | [NAME] | 2012-02-13 18:01:03 | 00:00:00 |  | Shared Drive | 1-2 Users Affected | [NAME] | False | 4 | Solved (Permanently) | I called Mr. [NAME], he reports he now sees the files. | [NAME]
2012-02-13 11:59:05 | 2012-02-13 12:31:52 | INC0017398 | 5 - Medium | Service Request | Closed |  | account expired | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-13 12:12:33 | 2688-08-29 00:00:00 | 2688-08-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | extended to may 11, 2012. | [NAME]
2012-02-13 12:00:34 | 2012-02-13 17:44:49 | INC0017399 | 4 - High | Service Request | Closed |  | User is getting locked out of her Network Account | Rakhee Batra | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-13 17:14:25 | 2806-09-11 00:00:00 | 2806-09-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Per ticket number 17399 (resolved by [NAME]), the client is now able to get logged in to her system with OnTheGo.  It appeared that her password was the issue and once they were sync'd she can now access her system. | [NAME]
2012-02-13 12:00:44 | 2012-02-13 12:15:43 | INC0017400 | 5 - Medium | Service Request | Closed |  | Request for an Intercall account | Nita Sureka | Service Desk | Intercall (N/A) | Applications | COTS | Request For Information | False | system |  | [NAME] | 2012-02-13 12:14:06 | 2688-05-22 00:00:00 | 2688-05-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | provided user with approval process for webex. this is resolved. | [NAME]
2012-02-13 12:07:31 | 2012-02-13 12:13:47 | INC0017404 | 5 - Medium | Service Request | Closed |  | Elements pin needs to be unlocked | [NAME] |  | Elements | Account Admin | Modify | Account | False | system |  | [NAME] |  | 2687-04-11 00:00:00 | 2687-04-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | instructed the user to user her AD account and password_x000D_ _x000D_ She did and it worked | [NAME]
2012-02-13 12:07:36 | 2012-02-17 14:28:28 | INC0017405 | 5 - Medium | Incident | Resolved | Pending Customer | [NAME] not coming through email | Andrae Tisdale | Voice | Outlook 2003 | Telephony | [NAME] | Access | True | RobertsTr |  | [NAME] | 2012-02-17 09:53:34 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User informed me that they are receiving their voice messages in their emails now... | [NAME]
2012-02-13 12:11:48 | 2012-02-21 11:59:32 | INC0017408 | 5 - Medium | Service Request | Resolved |  | Static IP Address | [NAME] | Network Level 2 | CI Not Found | Network | Wired | Access Request | True | OkrasaL |  | Leszek Okrasa | 2012-02-13 12:42:35 | 00:00:00 |  | Static IP Address | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Assigned static IP for device and confirmed with end user that it is working as intended. | Leszek Okrasa
2012-02-13 12:13:06 | 2012-02-13 16:03:00 | INC0017409 | 5 - Medium | Service Request | Closed |  | [NAME] corrupting all spread sheets Requested we repair excel | [NAME] | Deskside - Gaithersburg | Excel 2007 | Applications | OS | Configuration | False | system |  | [NAME] | 2012-02-13 12:39:53 | 2686-05-11 00:00:00 | 2686-05-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JK- reinstalled excel and tested with sharepoint. everything is working fine. | [NAME]
2012-02-13 12:16:40 | 2012-02-15 11:23:20 | INC0017413 | 5 - Medium | Service Request | Closed |  | Service Now access for Naeem Khalid | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | Account Admin | New | Group | False | system |  | [NAME] | 2012-02-13 12:18:45 | 2922-04-30 00:00:00 | 2922-04-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added user to group | [NAME]
2012-02-13 12:16:52 | 2012-02-13 16:08:35 | INC0017414 | 5 - Medium | Service Request | Closed |  | Access in E Drive | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | Rankit Thakkar | 2012-02-13 12:18:18 | 2685-09-27 00:00:00 | 2685-09-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Proper Access has been given to the User. _x000D_ User must log-out and log-in to see the changes. | Rankit Thakkar
2012-02-13 12:23:25 | 2012-02-13 14:14:40 | INC0017417 | 5 - Medium | Incident | Closed |  | Monitor won't turn on | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Peripheral | Outage | False | system |  | Avinash Dunham | 2012-02-13 12:30:04 | 2921-03-21 00:00:00 | 2921-03-21 00:00:00 | Hardware | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | Checked monitor was unplugged but works fine. | [NAME]
2012-02-13 12:23:59 | 2012-02-22 10:20:16 | INC0017418 | 5 - Medium | Service Request | Resolved |  | Microsoft Office 2010 | Curtis Lam | Deskside - Gaithersburg | Microsoft Project Server (Prod) | Applications | Business Applications | Install/Remove | True | [NAME] |  | [NAME] | 2012-02-14 04:09:05 | 00:00:00 |  |  | 1-2 Users Affected | Curtis Lam | False | 1 | Not Solved | JK- user is not approved for office 2010. | [NAME]
2012-02-13 12:24:49 |  | INC0017420 | 5 - Medium | Service Request | Pending | Assigned External | User needs to get several PRID's created for SAP | [NAME] | Service Desk | SAP ECC (Prod) | Account Admin | New | Account | True | PinedaL | 3011027 | [NAME] | 2012-02-13 13:18:09 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-13 12:34:55 | 2012-02-21 10:59:54 | [NAME] | 5 - Medium | Service Request | Resolved |  | Needs unused equipment to be picked up | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Peripheral | Request For Information | True | GeorgeMa |  | [NAME] | 2012-02-13 12:38:31 | 00:00:00 |  | Hardware | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Picked up the equipments | [NAME]
2012-02-13 12:35:51 | 2012-02-13 21:14:31 | INC0017423 | 6 - Low | Incident | Closed |  | Monitoring Tickets for G&A Ops | Amit Sahoo | CZ - G&A - Support | Contract Request (Prod) | Applications | Business Applications | Fault/Error | False | system |  | Amit Sahoo | 2012-02-13 12:39:17 | 2682-08-15 00:00:00 | 2682-08-15 00:00:00 |  | 1-2 Users Affected | Amit Sahoo | False | 0 | Solved (Permanently) | Application monitoring completed | [NAME]
2012-02-13 12:38:19 | 2012-02-13 13:59:59 | INC0017424 | 5 - Medium | Service Request | Closed |  | Extend access for [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | Rankit Thakkar | 2012-02-13 12:39:05 | 2682-03-20 00:00:00 | 2682-03-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account Extended till May 11, 2012 | Rankit Thakkar
2012-02-13 12:42:52 | 2012-02-15 14:44:05 | INC0017427 | 5 - Medium | Incident | Resolved | Assigned External | Needs to have the [NAME] password reset | [NAME] | Service Desk | Remedy | Account Admin | General | Access | True | LockS | 2965488 | [NAME] | 2012-02-13 12:57:51 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | True | 0 | Solved (Permanently) | conferanced user in with AZ support to reactivate his [NAME]. | [NAME]
2012-02-13 12:47:05 | 2012-02-13 14:40:00 | [NAME] | 5 - Medium | Service Request | Closed |  | H drive Access | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Home Folder | False | system |  | [NAME] | 2012-02-13 12:49:12 | 2680-10-10 00:00:00 | 2680-10-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] spangel called and states he has got this issue resove and ticket can be closed. | [NAME]
2012-02-13 12:52:53 |  | INC0017433 | 5 - Medium | Incident | In Progress |  | I Drive | Shannon Breen | SAN Storage Support | CI Not Found | Server/Data Center | Database/System | Performance | True | SchultzD |  | [NAME] | 2012-02-13 12:56:10 | 00:00:00 |  | Shared Drive | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 12:55:03 | 2012-02-15 04:56:06 | INC0017435 | 5 - Medium | Incident | Closed |  | Cannot log into MD1AS017 | [NAME] | Intel Server Support | MD1AS017 | Server/Data Center | Database/System | Access | False | system |  | [NAME] | 2012-02-13 12:56:25 | 2916-01-09 00:00:00 | 2916-01-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Server hanging on login, rebooted server now can RDP | [NAME]
2012-02-13 12:57:10 | 2012-02-21 16:54:04 | INC0017437 | 5 - Medium | Service Request | Resolved |  | Migrate DHCP Scopes from Southbury | [NAME] | Network Level 2 | USCT1DSP001 | Network | Network Device | Request/Replace | True | [NAME] |  | [NAME] | 2012-02-13 13:00:03 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Updated switch/router vlans helper-ip address as requested for the subnets identified in ticket. | [NAME]
2012-02-13 13:03:27 | 2012-02-13 13:09:03 | INC0017440 | 5 - Medium | Service Request | Closed |  | onboarding submittal followup. | [NAME] | Service Desk | CI Not Found | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-13 13:09:03 | 2678-02-01 00:00:00 | 2678-02-01 00:00:00 | onboarding | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | user found the confirmation he was looking for on his own. | [NAME]
2012-02-13 13:05:00 | 2012-02-13 14:08:15 | INC0017441 | 5 - Medium | Service Request | Closed |  | [NAME] | [NAME] | Accounts Administration | Exchange 2010 | Account Admin | Modify | Distribution List | False | system |  | [NAME] | 2012-02-13 13:06:07 | 2677-10-31 00:00:00 | 2677-10-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] has been added to all DLs that [NAME] is a member of. | [NAME]
2012-02-13 13:06:50 |  | INC0017443 | 5 - Medium | Service Request | Assigned |  | On Boarding Form - OBF13173 Carlanda [NAME] (2/21/2012) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | NguyenQ |  | [NAME] | 2012-02-13 13:08:36 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 13:10:04 | 2012-02-16 17:47:16 | INC0017444 | 5 - Medium | Incident | Resolved |  | Connectivity | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Outage | True | YeY |  | [NAME] | 2012-02-13 13:11:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | resolved per parent ticket | [NAME]
2012-02-13 13:16:32 | 2012-02-22 16:20:02 | INC0017447 | 5 - Medium | Service Request | Resolved |  | Please come pickup a laptop | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | DunhamAv |  | Avinash Dunham | 2012-02-13 13:26:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Spoke to user and picked up the computer mdlv-007rr and the blackberry | Avinash Dunham
2012-02-13 13:19:28 | 2012-02-13 13:49:31 | INC0017449 | 5 - Medium | Incident | Closed |  | [NAME] employee needs access to Insight or Open air | [NAME] | Service Desk | Insight | Applications | Business Applications | Access | False | system |  | Stephanie Hightower | 2012-02-13 13:23:14 | 2675-06-16 00:00:00 | 2675-06-16 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Assist [NAME] with logging in to InSight  for the first time | Stephanie Hightower
2012-02-13 13:19:32 | 2012-02-13 13:24:57 | INC0017450 | 5 - Medium | Service Request | Closed |  | HR email address. | [NAME] | Service Desk | Outlook 2003 | Non IT Services related | Non IT Services Related | [NAME] | False | system |  | [NAME] | 2012-02-13 13:20:51 | 2675-06-12 00:00:00 | 2675-06-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Gave the user a call and informed her of the correct address. [EMAIL] | [NAME]
2012-02-13 13:20:43 | 2012-02-13 13:31:40 | INC0017451 | 5 - Medium | Service Request | Closed |  | Proper way to Undock the Laptop | Fereshteh Abedinpour | Service Desk | Laptop | Hardware | Computer | How To | False | system |  | [NAME] | 2012-02-13 13:31:40 | 2675-04-02 00:00:00 | 2675-04-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Instructed user to place the laptop on Stand-By and she can undock the laptop at that time. | [NAME]
2012-02-13 13:22:51 | 2012-02-13 14:47:17 | INC0017455 | 5 - Medium | Incident | Closed | Pending Customer | Problems Accessing Other Users Calendar's | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Access | False | system |  | [NAME] | 2012-02-13 13:38:16 | 2674-11-25 00:00:00 | 2674-11-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) |  | [NAME]
2012-02-13 13:26:55 | 2012-02-15 10:19:02 | INC0017457 | 5 - Medium | Service Request | Closed |  | Access to server | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-13 13:28:40 | 2910-10-15 00:00:00 | 2910-10-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added Ann to the group that has access to the share. | [NAME]
2012-02-13 13:27:09 | 2012-02-22 13:44:00 | INC0017458 | 5 - Medium | Service Request | Resolved |  | offices need peripherals and phones | [NAME] | [NAME] | Desktop | Hardware | Peripheral | Configuration | True | BryersA |  | [NAME] | 2012-02-13 13:33:58 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Rooms all have equipment now | [NAME]
2012-02-13 13:29:31 | 2012-02-13 14:37:11 | INC0017459 | 5 - Medium | Service Request | Closed |  | New Hire (Contrator) [NAME] 2/13/12 | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-13 13:35:05 | 2673-10-21 00:00:00 | 2673-10-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | setup as requested | [NAME]
2012-02-13 13:32:38 | 2012-02-13 13:46:29 | [NAME] | 5 - Medium | Service Request | Closed |  | User requesting her GridGuard account be reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-13 13:46:29 | 2673-04-17 00:00:00 | 2673-04-17 00:00:00 | GridGuard | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Reset the user's GridGuard password. | [NAME]
2012-02-13 13:33:29 | 2012-02-13 13:59:27 | INC0017463 | 5 - Medium | Incident | Closed |  | missing desktop icons and folders on the desktop | [NAME] | Service Desk | Desktop | Applications | OS | Performance | False | system |  | [NAME] | 2012-02-13 13:55:52 | 2673-02-25 00:00:00 | 2673-02-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | had remoted in and ran task manager  and then file new task explorer.exe and then [NAME] had saw her desktop folders that were in explorer._x000D_ | [NAME]
2012-02-13 13:36:47 | 2012-02-15 16:49:04 | INC0017466 | 5 - Medium | Service Request | Closed |  | Locked out of the computer / need to setup her voicemail | [NAME] | Deskside - California | [NAME] | Telephony | Line/Circuit | Request For Information | False | system |  | [NAME] | 2012-02-14 07:54:52 | 2909-03-02 00:00:00 | 2909-03-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Checked with customer. She is able to access VM with new PIN. thanks [NAME]. | [NAME]
2012-02-13 13:42:06 | 2012-02-13 14:02:19 | INC0017471 | 5 - Medium | Service Request | Closed |  | Outlook was only displaying the from in her sent items and she wanted the to vie | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-02-13 14:02:19 | 2671-09-27 00:00:00 | 2671-09-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | She was only able to see the from field in her sent items. Took that field off and now she is able to view the to field in her sent items. | [NAME]
2012-02-13 13:42:50 | 2012-02-13 13:51:21 | INC0017472 | 5 - Medium | Incident | Resolved |  | [NAME] is unable to have software installed Remotely | Fereshteh Abedinpour | Deskside - Frederick | MD1FS005 | Network/Connectivity | Network Device | Access | True | BosherB |  | [NAME] | 2012-02-14 14:47:39 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 2 | Solved (Permanently) | Examined system and was able to login remotely and install software. Possible issue with connection devices having the wireless as the first choice. once Ethernet connection was selected no issues detected. - B. Bosher | [NAME]
2012-02-13 13:43:50 | 2012-02-13 20:01:22 | INC0017473 | 5 - Medium | Service Request | Closed |  | user request to have a DL created. | Ana [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Distribution List | False | system |  | [NAME] | 2012-02-13 14:18:23 | 2671-06-15 00:00:00 | 2671-06-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | "Legal: CCPS" DL has been created with Ana [NAME] as the owner (managed by) with the following members:_x000D_ _x000D_ Dring, [NAME]; _x000D_ Prysant, [NAME]; _x000D_ [NAME], [NAME]; _x000D_ Amoroso, Tracy_x000D_ | [NAME]
2012-02-13 13:44:16 | 2012-02-14 14:49:09 | INC0017474 | 5 - Medium | Service Request | Closed |  | Docking Station Setup | [NAME] | Deskside - Frederick | [NAME] | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-13 13:49:57 | 2789-08-29 00:00:00 | 2789-08-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | docking station dropped off to user in 633. | [NAME]
2012-02-13 13:48:15 | 2012-02-14 10:19:31 | INC0017477 | 5 - Medium | Service Request | Closed | Pending Customer | sharepoint folder creation request. | Ana [NAME] | CZ - Collaboration & BI - Support | SharePoint GxP (Prod) | Account Admin | New | Shared Folder | False | system |  | [NAME] | 2012-02-13 13:54:04 | 2789-01-02 00:00:00 | 2789-01-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Folders created as requested. | [NAME]
2012-02-13 13:48:27 | 2012-02-14 15:16:47 | INC0017478 | 5 - Medium | Service Request | Closed | Pending Customer | New Hire (Contractor) - Melanie Tutu,2/13/12, please assign voice to ext -81219 | [NAME] | Voice | AD (Active Directory) Account | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-13 13:51:09 | 2788-12-21 00:00:00 | 2788-12-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User was able to set up her voice mail... | [NAME]
2012-02-13 13:55:00 | 2012-02-13 14:52:18 | INC0017482 | 5 - Medium | Service Request | Closed |  | install an application for a lab instrument | [NAME] | Service Desk | Lab Request (Dev) | Applications | Business Applications | Software Install | False | system |  | [NAME] | 2012-02-13 14:22:04 | 2669-08-14 00:00:00 | 2669-08-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Wants to hold off on installation and would like the installation to be done by on site IS if possible because there is additional configuration that needs to be done. _x000D_ | [NAME]
2012-02-13 13:57:22 | 2012-02-13 14:16:31 | INC0017483 | 5 - Medium | Incident | Closed |  | Request to have Microsoft Project installed on her pc | [NAME] | Service Desk | CI Not Found | Applications | COTS | Access | False | system |  | Stephanie Hightower | 2012-02-13 14:16:31 | 2669-03-25 00:00:00 | 2669-03-25 00:00:00 | Microsoft Project | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Remoted to machine and installed Microsoft Project | Stephanie Hightower
2012-02-13 13:57:32 |  | INC0017484 | 5 - Medium | Service Request | Pending | Pending Customer | [NAME] to Upgrade Office 2003 to 2007 | [NAME] | Deskside - Frederick | Excel 2003 | Applications | Business Applications | Software Install | True | BosherB |  | [NAME] | 2012-02-13 14:03:33 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 13:59:17 | 2012-02-13 14:20:18 | INC0017485 | 5 - Medium | Incident | Closed |  | location of file on E:Drive | [NAME] | Service Desk | Sharepoint (Dev) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-13 14:20:18 | 2668-11-30 00:00:00 | 2668-11-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Caller is going to try and have her co-workers send her the link. if she is unable to get the link or find the folder she will call back in. _x000D_ | [NAME]
2012-02-13 13:59:42 | 2012-02-13 14:05:31 | INC0017486 | 5 - Medium | Service Request | Closed |  | cache new laptop | [NAME] | Service Desk | Laptop | Hardware | Computer | How To | False | system |  | [NAME] | 2012-02-13 14:05:31 | 2668-11-05 00:00:00 | 2668-11-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolved issue. | [NAME]
2012-02-13 14:09:01 | 2012-02-13 14:55:54 | INC0017489 | 5 - Medium | Service Request | Closed |  | Please route to [NAME] | [NAME] | Intel Server Support | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-13 14:23:22 | 2667-04-26 00:00:00 | 2667-04-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Both of these users are already configured with inheriting permissions | [NAME]
2012-02-13 14:10:59 | 2012-02-17 07:20:49 | INC0017490 | 5 - Medium | Service Request | Resolved | Assigned External | status update request for IBM ticket number 2947899 | [NAME] | Service Desk | Desktop | Hardware | Computer | Request/Replace | True | HallW | 2947899 | [NAME] | 2012-02-13 14:34:37 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | advised user to submit a new form. | [NAME]
2012-02-13 14:12:48 |  | INC0017493 | 5 - Medium | Incident | Pending | Assigned External | scheduling a maintenance SAP NA production ARP | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Fault/Error | True | WoodsV | 3013291 | [NAME] | 2012-02-13 14:21:27 | 00:00:00 |  | SAP NA | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 14:14:49 | 2012-02-14 12:22:46 | INC0017494 | 5 - Medium | Incident | Closed | Pending Customer | Restart the Application and the Rendering Services in Insight Publisher | [NAME] | CZ - Clinical & Regulatory - Support | Insight Publisher (Prod) | Applications | Business Applications | Performance | False | system |  | [NAME] | 2012-02-13 14:15:51 | 2784-08-22 00:00:00 | 2784-08-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The Application and rendition services restarted and the application up and working fine. | [NAME]
2012-02-13 14:16:30 | 2012-02-14 14:48:05 | INC0017495 | 5 - Medium | Service Request | Closed | Pending Customer | user would like to be added to a DL | Danielle Gaines | Accounts Administration | Exchange 2010 | Applications | Outlook | s_Outlook_Standard [NAME] | False | system |  | [NAME] | 2012-02-13 14:37:18 | 2784-05-13 00:00:00 | 2784-05-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User has been added to the specified mailbox. | [NAME]
2012-02-13 14:19:12 | 2012-02-17 09:56:25 | [NAME] | 5 - Medium | Service Request | Resolved |  | [NAME] | [NAME] | Deskside - Gaithersburg | [NAME] | Applications | Business Applications | Install/Remove | True | SuttonJo |  | [NAME] | 2012-02-14 14:21:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | JS 02-17-12 I have installed the software for the customer. | [NAME]
2012-02-13 14:25:49 | 2012-02-13 16:34:21 | INC0017498 | 5 - Medium | Service Request | Closed |  | New Users for Citrix Access | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-13 14:27:17 | 2664-07-22 00:00:00 | 2664-07-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added. | [NAME]
2012-02-13 14:26:30 | 2012-02-14 14:14:07 | INC0017499 | 5 - Medium | Service Request | Closed |  | On Boarding Form - OBF13174 - Akshat Prasad, 2/13/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-13 14:28:00 | 2782-09-21 00:00:00 | 2782-09-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts created and tickets sent to hardware and voice setup | [NAME]
2012-02-13 14:26:47 |  | INC0017500 | 5 - Medium | Service Request | In Progress |  | Cannot print to PDF | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Software Install | True | DunhamAv |  | Avinash Dunham | 2012-02-13 14:55:48 | 00:00:00 |  | Applications | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 14:27:25 | 2012-02-13 16:33:28 | INC0017501 | 5 - Medium | Service Request | Closed |  | New Users for Citrix Access | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-13 14:30:08 | 2664-04-17 00:00:00 | 2664-04-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added. | [NAME]
2012-02-13 14:29:08 | 2012-02-13 14:51:05 | INC0017504 | 5 - Medium | Incident | In Progress |  | Unable to login to Lync | [NAME] | Exchange Server Support | CI Not Found | Applications | Business Applications | Access | True | PortelliN |  | [NAME] | 2012-02-17 14:46:37 | 00:00:00 |  | Lync | 1-2 Users Affected | [NAME] | True | 2 | Not Solved | Problems with Service-Now, this issue is NOT resolved | [NAME]
2012-02-13 14:29:23 | 2012-02-13 14:30:27 | INC0017505 | 5 - Medium | Incident | Closed |  | Monitor not displaying | [NAME] | Service Desk | Monitor | Hardware | Peripheral | Fault/Error | False | system |  |  |  | 2663-12-21 00:00:00 | 2663-12-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reconnected power. monitor is working properly | [NAME]
2012-02-13 14:30:13 |  | INC0017507 | 5 - Medium | Service Request | In Progress |  | Off Board [NAME] | [NAME] Weeks | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | DunhamAv |  | Avinash Dunham | 2012-02-13 14:32:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 14:30:47 | 2012-02-13 16:38:48 | INC0017509 | 5 - Medium | Service Request | Closed |  | New Users for Citrix Access | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-13 14:31:47 | 2663-09-28 00:00:00 | 2663-09-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Checked. User is already in the group. | [NAME]
2012-02-13 14:31:12 | 2012-02-13 14:34:06 | INC0017510 | 5 - Medium | Incident | Closed |  | Adobe trying to open in Word | [NAME] | Executive Gold - Gaithersburg | Laptop | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-13 14:34:06 | 2663-09-03 00:00:00 | 2663-09-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Pointed PDF files back to Adobe reader. They are opening properly although one file won't print. It seems to be that specific file. | [NAME]
2012-02-13 14:31:51 | 2012-02-13 16:40:00 | INC0017512 | 5 - Medium | Service Request | Closed |  | New Users for Citrix Access | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-13 14:33:32 | 2663-07-26 00:00:00 | 2663-07-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Checked. Confirmed that the user is already in the group. | [NAME]
2012-02-13 14:31:56 | 2012-02-13 16:31:53 | INC0017513 | 5 - Medium | Service Request | Closed |  | Needs users added to a group | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-13 14:59:39 | 2663-07-21 00:00:00 | 2663-07-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Called [NAME]. Clarified and confirmed that she only need the users to be added to CITRIX-GDLIMS-DEV-User-CPS4. Added. | [NAME]
2012-02-13 14:32:59 | 2012-02-21 12:25:47 | INC0017514 | 5 - Medium | Incident | Resolved | Pending Customer | I: is very slow | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Computer | Performance | True | JamisonB |  | [NAME] | 2012-02-21 11:29:47 | 00:00:00 |  | Shared Drive | 1-2 Users Affected | [NAME] | False | 4 | Solved (Permanently) | removed office file validation addin, tested ok | [NAME]
2012-02-13 14:33:32 | 2012-02-13 14:44:23 | INC0017515 | 2 - Severe Outage | Incident | Closed |  | Outage in 101 Orchard Ridge, MD | [NAME] | Service Desk | [NAME] | Network/Connectivity | Network Device | Outage | False | system |  | [NAME] | 2012-02-13 14:44:23 | 2663-04-16 00:00:00 | 2663-04-16 00:00:00 |  | 21 to 100 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Power is back on while on call. | [NAME]
2012-02-13 14:34:21 | 2012-02-14 10:07:24 | INC0017516 | 6 - Low | Service Request | Closed |  | Off Board [NAME] | [NAME] Weeks | IMAC Coordinator | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-14 07:50:59 | 2781-06-07 00:00:00 | 2781-06-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | GH, picking up phone, closing ticket. | [NAME]
2012-02-13 14:34:59 | 2012-02-14 10:09:58 | INC0017517 | 5 - Medium | Incident | Closed |  | Can't access the network | [NAME] | Executive Gold - Gaithersburg | Laptop | Network/Connectivity | Wired | Fault/Error | False | system |  | [NAME] | 2012-02-13 14:35:53 | 2781-04-30 00:00:00 | 2781-04-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Stopped up yesterday to resolve. Plugged in network cable and remove guest from wifi. | [NAME]
2012-02-13 14:35:38 | 2012-02-13 14:46:10 | INC0017518 | 5 - Medium | Service Request | Closed |  | Was having trouble accessing [NAME] account because of password | Daniel Ingber | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-13 14:46:10 | 2662-12-11 00:00:00 | 2662-12-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reset password and left a voicemail on the users phone with the new password. Let him know to lock the computer and re log in with new password to see if outlook does not prompt for password again. | [NAME]
2012-02-13 14:35:46 | 2012-02-13 14:56:17 | INC0017519 | 5 - Medium | Service Request | Closed |  | power point presentation created in PP2k10 file not compatible with PP2k03 | [NAME] | Service Desk | PowerPoint 2003 | Applications | Business Applications | How To | False | system |  | [NAME] | 2012-02-13 14:56:17 | 2662-12-03 00:00:00 | 2662-12-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | informed user that changes to a portion of this file would have to be obtained/requested from the author of another file whos image is in this file. | [NAME]
2012-02-13 14:38:45 |  | INC0017522 | 5 - Medium | Service Request | Pending | Pending Customer | PC Imaged | [NAME] | Deskside - Gaithersburg | Desktop | Hardware | Computer | Configuration | True | [NAME] |  | [NAME] | 2012-02-13 14:41:12 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 14:38:48 | 2012-02-13 14:42:21 | [NAME] | 5 - Medium | Service Request | Closed |  | JK- user needs project 2003 installed | [NAME] |  | Project 2003 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] |  | 2662-06-04 00:00:00 | 2662-06-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JK 2/13-installed software and tested | [NAME]
2012-02-13 14:39:18 | 2012-02-13 16:41:08 | INC0017524 | 5 - Medium | Service Request | Closed |  | New Users for Citrix Access | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-13 14:40:23 | 2662-05-05 00:00:00 | 2662-05-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added user to the group. | [NAME]
2012-02-13 14:42:24 | 2012-02-13 14:43:38 | INC0017528 | 5 - Medium | Service Request | Closed |  | JK- user needs visio installed | [NAME] |  | [NAME] 2003 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] |  | 2661-10-31 00:00:00 | 2661-10-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JK 2/13-installed software and tested | [NAME]
2012-02-13 14:43:06 | 2012-02-17 15:25:51 | INC0017530 | 5 - Medium | Service Request | Resolved |  | Add PC in AD | [NAME] | Accounts Administration | AD (Active Directory) Account | Hardware | Computer | Request/Replace | True | StilesH |  | [NAME] | 2012-02-14 12:36:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4 | Solved (Permanently) | Added the group to the local admins. | [NAME]
2012-02-13 14:43:42 |  | INC0017531 | 5 - Medium | Service Request | Pending | Pending Customer | JK- install adobe acrobat X pro | [NAME] |  | [NAME] | Applications | Business Applications | Install/Remove | True | [NAME] |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 14:44:59 |  | INC0017533 | 5 - Medium | Incident | In Progress | Pending Customer | User is unable to save/delete files on H:\  Drive | [NAME] | Deskside - Gaithersburg | CI Not Found | Network/Connectivity | Network Device | Access | True | GeorgeMa |  | [NAME] | 2012-02-17 11:38:30 | 00:00:00 |  | H:\ Drive | 1-2 Users Affected | [NAME] | False | 8
2012-02-13 14:52:53 | 2012-02-15 11:36:20 | INC0017538 | 5 - Medium | Service Request | Closed |  | IP Faxbox | [NAME] | Accounts Administration | Exchange 2010 | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-13 14:54:24 | 2896-08-30 00:00:00 | 2896-08-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Gave Mary access to the mailbox. | [NAME]
2012-02-13 14:53:28 | 2012-02-13 15:13:02 | INC0017539 | 5 - Medium | Incident | Closed |  | Not able to attach file to email | Bannikuppe Shivanna | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-13 15:13:02 | 2660-01-06 00:00:00 | 2660-01-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Connected user and he was able to attach file | [NAME]
2012-02-13 14:56:33 | 2012-02-13 15:17:15 | INC0017540 | 5 - Medium | Service Request | Closed |  | Travel Charger for Laptop | [NAME] | Deskside - Gaithersburg | Desktop | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-13 15:00:40 | 2659-07-05 00:00:00 | 2659-07-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Spoke with Shilpa she already picked up a charger from itech. | [NAME]
2012-02-13 14:56:50 |  | INC0017541 | 4 - High | Incident | In Progress |  | Problems Faxing from [NAME] | Crystal Brooks | Deskside - Gaithersburg | eCopy | Telephony | Line/Circuit | Access | True | HillJos |  | Avinash Dunham | 2012-02-16 15:05:01 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-13 15:01:49 | 2012-02-14 11:21:39 | [NAME] | 5 - Medium | Service Request | Closed | Pending Customer | On-Boarding Anna Froden-Lowenmark (2/7/12) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-13 15:16:51 | 2776-12-02 00:00:00 | 2776-12-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Per manager, no additional account setup is needed. Please see note from manager. | [NAME]
2012-02-13 15:03:07 | 2012-02-22 14:44:14 | INC0017543 | 5 - Medium | Incident | Resolved | Pending Customer | eLMS is freezing up | [NAME] | Deskside - Gaithersburg | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Performance | True | DunhamAv |  | Avinash Dunham | 2012-02-21 21:41:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | [NAME], [NAME] and [NAME] and the elements page loaded up correctly. | Avinash Dunham
2012-02-13 15:05:16 | 2012-02-21 10:57:50 | INC0017544 | 5 - Medium | Service Request | Resolved | Pending Customer | reset password for service account | Sathish Kumar | Accounts Administration | SFTP | Account Admin | Modify | Account | True | [NAME] |  | Rankit Thakkar | 2012-02-14 07:50:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] no longer need per user's response._x000D_ _x000D_ | Rankit Thakkar
2012-02-13 15:06:27 | 2012-02-14 18:25:27 | INC0017546 | 5 - Medium | Service Request | Closed | Pending Customer | Ticket requests (4)- Inventory new and existing equipment | [NAME] | Service Desk | Other | Other | Other | Other | False | system |  | [NAME] | 2012-02-13 15:10:55 | 2776-02-28 00:00:00 | 2776-02-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The user decide that he and his manager will created the 4 tickets they need. | [NAME]
2012-02-13 15:11:21 |  | INC0017550 | 5 - Medium | Service Request | Pending | Pending Part | Add disk space on md1as240 | Neeraj Masson | Unix Server Support | MD1AS240 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | Arndt-KohlwayC |  | [NAME] | 2012-02-13 15:13:09 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 15:13:07 |  | INC0017552 | 5 - Medium | Service Request | Pending | Assigned External | request for server info (IBM) | [NAME] | Service Desk | USAHMEDI040 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | LuccaM | 3011111 | [NAME] | 2012-02-13 15:15:33 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 15:14:08 | 2012-02-14 10:57:59 | INC0017553 | 5 - Medium | Service Request | Closed |  | User called to get  AD login extension | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-14 13:04:12 | 2774-11-24 00:00:00 | 2774-11-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Extended users AD account experation date to May 14th 2012.  With managers approval. | [NAME]
2012-02-13 15:14:24 | 2012-02-21 07:53:11 | INC0017554 | 5 - Medium | Service Request | Resolved |  | SMTP Relay | [NAME] | Exchange Server Support | Other | Applications | Business Applications | s_Business Applications_Request For [NAME] | True | roosd |  | [NAME] | 2012-02-13 15:23:14 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | added the servers to the allowed smtp relay | [NAME]
2012-02-13 15:14:35 | 2012-02-22 07:43:00 | INC0017555 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13175 - Alexandra Vargas | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | True | KellyPa |  | [NAME] | 2012-02-13 15:16:25 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account reinstated and manager notified, also sent a ticket for deskside to complete her setup | [NAME]
2012-02-13 15:16:41 | 2012-02-14 17:24:15 | INC0017556 | 5 - Medium | Service Request | Closed | Assigned External | help unlock password plass!! | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | [NAME] | False | system | INC000003011301 | [NAME] | 2012-02-13 15:19:40 | 2774-06-24 00:00:00 | 2774-06-24 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | resolved per AZ | [NAME]
2012-02-13 15:17:54 |  | INC0017558 | 5 - Medium | Service Request | Pending | Pending Customer | insight pop ups on a lab device that should not be getting them. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | [NAME] |  | Rankit Thakkar | 2012-02-13 15:24:18 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-13 15:17:55 | 2012-02-13 15:36:06 | INC0017559 | 5 - Medium | Service Request | Closed |  | Outlook will not open | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-02-13 15:36:06 | 2655-12-31 00:00:00 | 2655-12-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME], issue resolved. | [NAME]
2012-02-13 15:18:47 | 2012-02-14 07:40:37 | INC0017560 | 5 - Medium | Incident | Closed |  | Create an eFax Account | [NAME] | Service Desk | eCopy | Account Admin | General | General | False | system |  | [NAME] | 2012-02-13 15:25:15 | 2774-02-18 00:00:00 | 2774-02-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | eFax account has been set up and he is able to fax from it. | [NAME]
2012-02-13 15:21:37 | 2012-02-22 08:04:38 | INC0017562 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13176 - Nicole Lim 2/27/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | True | KellyPa |  | [NAME] | 2012-02-13 15:22:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account reinstated and manager notified, a ticket was sent to the Deskside team to complete her setup | [NAME]
2012-02-13 15:21:57 | 2012-02-13 15:33:05 | INC0017565 | 5 - Medium | Service Request | Closed |  | Create new resolver group | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Create New Group | False | system |  | [NAME] | 2012-02-13 15:25:38 | 2655-05-03 00:00:00 | 2655-05-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Created the CZ Application Desktop Testing resolver group and added [NAME] and Asheesh Chhabra._x000D_ | [NAME]
2012-02-13 15:23:13 | 2012-02-15 12:03:24 | INC0017566 | 5 - Medium | Service Request | Closed |  | On Boarding Form - OBF13174 [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-13 15:24:37 | 2891-09-06 00:00:00 | 2891-09-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account created and manager notified | [NAME]
2012-02-13 15:23:51 | 2012-02-15 14:28:18 | INC0017567 | 5 - Medium | Service Request | Closed | Pending Customer | [NAME] requested | [NAME] | Voice | [NAME] | Telephony | [NAME] | [NAME] | False | system |  | [NAME] | 2012-02-14 17:55:46 | 2891-07-30 00:00:00 | 2891-07-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | user called back and stated that she was able to set up her voice mail... | [NAME]
2012-02-13 15:24:56 | 2012-02-15 15:59:59 | INC0017569 | 5 - Medium | Service Request | Closed | Pending Customer | IT Support Request form - DeskPhone/Voicemail Activation | [NAME] | Executive Support | [NAME] | Telephony | [NAME] | Configuration | False | system |  | Farzin Saghri | 2012-02-14 16:41:51 | 2891-05-26 00:00:00 | 2891-05-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Spoke to [NAME], AV team will be handling this issue. Ticket closure. | Farzin Saghri
2012-02-13 15:26:36 | 2012-02-15 12:50:53 | [NAME] | 5 - Medium | Service Request | Closed | Assigned External | Kunle - Software approval process for Gyros Software and  Envision Software | [NAME] | Deskside - Frederick | CI Not Found | Applications | Business Applications | New Request | False | system | 2883296 | [NAME] | 2012-02-14 08:23:37 | 2891-02-15 00:00:00 | 2891-02-15 00:00:00 | Gyros (application) | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | user added to SQL group on Envision computer. tested and works | [NAME]
2012-02-13 15:28:53 | 2012-02-13 15:37:46 | INC0017573 | 5 - Medium | Incident | Closed |  | Target change on pin | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-13 15:37:46 | 2654-03-13 00:00:00 | 2654-03-13 00:00:00 | grid guard | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Logged into security center and Changed target. | [NAME]
2012-02-13 15:34:32 | 2012-02-14 11:23:00 | [NAME] | 5 - Medium | Service Request | Closed | Pending Customer | On-Boarding [NAME] (2/7/12) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-13 15:38:41 | 2771-07-19 00:00:00 | 2771-07-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Per manager, no additional setup is needed for thenew hire. See work log | [NAME]
2012-02-13 15:38:08 | 2012-02-14 16:28:05 | INC0017577 | 5 - Medium | Service Request | Closed |  | Please shut down x81123 | [NAME] | Voice | [NAME] | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-13 15:41:31 | 2770-12-15 00:00:00 | 2770-12-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Number does not exist in the system... | [NAME]
2012-02-13 15:38:43 | 2012-02-15 08:45:07 | INC0017578 | 5 - Medium | Service Request | Closed |  | Access to Manufacturing Collaborations Folder on S drive | [NAME] | Accounts Administration | MD2FS001 | Server/Data Center | Database/System | Access Request | False | system |  | Rankit Thakkar | 2012-02-13 15:44:15 | 2889-02-18 00:00:00 | 2889-02-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Both User's have Modify rights to that folder and its content. | Rankit Thakkar
2012-02-13 15:40:23 | 2012-02-13 17:56:39 | [NAME] | 5 - Medium | Service Request | Closed |  | Request her medimmune device be installed at new office location | [NAME] | Service Desk | Laptop | Hardware | Computer | Request/Replace | False | system |  |  |  | 2652-04-22 00:00:00 | 2652-04-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | double ticket, incident has been logged on INC0017581 | [NAME]
2012-02-13 15:42:03 | 2012-02-14 11:25:04 | INC0017580 | 5 - Medium | Service Request | Closed | Pending Customer | On-Boarding Hans Kullingsjo (2/7/12) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-13 15:43:12 | 2770-04-24 00:00:00 | 2770-04-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Per manager, no additional access is needed, see worklog | [NAME]
2012-02-13 15:42:14 |  | INC0017581 | 5 - Medium | Service Request | In Progress | Pending Customer | Request laptop be moved to her new office location | Ancilla Fernandes | Deskside - Gaithersburg | Laptop | Hardware | Computer | Request/Replace | True | GeorgeMa |  | [NAME] | 2012-02-16 09:50:25 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4
2012-02-13 15:44:19 | 2012-02-15 08:44:42 | INC0017584 | 5 - Medium | Service Request | Closed |  | Access to Manufacturing Collaborations Folder on S drive | [NAME] | Accounts Administration | MD2FS001 | Server/Data Center | Database/System | Access Request | False | system |  | Rankit Thakkar | 2012-02-13 15:45:45 | 2888-03-19 00:00:00 | 2888-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Both User's have Modify rights to that folder and its content. | Rankit Thakkar
2012-02-13 15:44:59 | 2012-02-14 11:24:30 | INC0017585 | 5 - Medium | Service Request | Closed | Pending Customer | On-Boarding Layal Lutfi (2/7/12) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-13 15:47:06 | 2769-10-30 00:00:00 | 2769-10-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Per manager, no additional access is needed, see worklog | [NAME]
2012-02-13 15:45:19 | 2012-02-14 10:46:16 | INC0017586 | 5 - Medium | Service Request | Closed |  | Account Access Modification for [NAME] | Leszek Okrasa | Intel Server Support | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-13 15:49:41 | 2769-10-10 00:00:00 | 2769-10-10 00:00:00 |  | 1-2 Users Affected | Rankit Thakkar | False | 0 | Solved (Permanently) | Permission Granted per the Child Ticket. | [NAME]
2012-02-13 15:46:03 |  | INC0017587 | 4 - High | Incident | Pending | Pending Customer | User's computer is constantly crashing and locking up | [NAME] | Deskside - Field Sales | Laptop | Hardware | Computer | Performance | True | AkpanEm |  | [NAME] | 2012-02-13 16:01:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 15:47:00 | 2012-02-13 16:03:00 | INC0017589 | 5 - Medium | Service Request | Closed |  | AD Account Created | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-13 15:54:06 | 2651-03-22 00:00:00 | 2651-03-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | advise by my supervisor that you will need to have each user go through the on boarding process.  Please go to Medi-zone then departments then Information systems and click on the On-boarding form. you will have to fill this out for each user. _x000D_ _x000D_ | [NAME]
2012-02-13 15:49:47 |  | INC0017591 | 5 - Medium | Service Request | Assigned |  | Print  "number" Issue in EMSS | [NAME] | SDD - OP Support | EMSS (Prod) | Applications | Business Applications | How To | True | rheringhaus |  | [NAME] | 2012-02-15 14:31:13 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 5
2012-02-13 15:50:17 | 2012-02-17 12:54:34 | INC0017593 | 5 - Medium | Incident | Resolved |  | Battery replacement error on laptop. | [NAME] | IMAC Coordinator | Laptop | Hardware | Computer | Fault/Error | True | HerronG |  | [NAME] | 2012-02-13 16:02:28 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | GH, delivered new battery to user. | [NAME]
2012-02-13 15:50:48 | 2012-02-14 10:46:39 | INC0017594 | 5 - Medium | Service Request | Closed |  | Request for OPS account - OPS_DARU | [NAME] | Intel Server Support | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-13 15:53:15 | 2768-11-15 00:00:00 | 2768-11-15 00:00:00 |  | 1-2 Users Affected | Rankit Thakkar | False | 0 | Solved (Permanently) | Permission Granted per the Child Ticket. | [NAME]
2012-02-13 15:51:13 | 2012-02-14 09:03:48 | INC0017595 | 5 - Medium | Service Request | Closed | Pending Customer | Cannot access Tardis | [NAME], Jr | Service Desk | Tardis TDS (Prod) | Applications | Business Applications | [NAME] | False | system |  | [NAME] | 2012-02-13 16:07:52 | 2768-10-21 00:00:00 | 2768-10-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Access has been restored, resolving issue. | [NAME]
2012-02-13 15:52:50 | 2012-02-13 16:12:41 | INC0017596 | 5 - Medium | Service Request | Closed |  | wanted live meeting 2007 | [NAME] | Service Desk | Live Meeting | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-13 16:12:41 | 2650-04-06 00:00:00 | 2650-04-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed live meeting 2007 onto the users computer. | [NAME]
2012-02-13 15:54:29 | 2012-02-14 11:55:03 | INC0017597 | 5 - Medium | Service Request | Closed |  | Modify OPS account Access for Ops_GutierrezL | [NAME] | Intel Server Support | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-13 15:55:34 | 2768-04-08 00:00:00 | 2768-04-08 00:00:00 |  | 1-2 Users Affected | Rankit Thakkar | False | 0 | Solved (Permanently) | Permission Granted per the Child Ticket. | [NAME]
2012-02-13 15:55:19 | 2012-02-13 17:04:14 | INC0017599 | 5 - Medium | Service Request | Closed | Pending Customer | Microsoft Office PowerPoint issue | [NAME] | Service Desk | Excel 2003 | Applications | Business Applications | How To | False | system |  | [NAME] | 2012-02-13 15:57:35 | 2649-11-08 00:00:00 | 2649-11-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | issue was resolved by the time I contacted user | [NAME]
2012-02-13 15:55:49 | 2012-02-14 11:54:44 | INC0017600 | 5 - Medium | Service Request | Closed |  | Access Modification to account - OPS_KylenM | [NAME] | Intel Server Support | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-13 15:56:58 | 2768-01-19 00:00:00 | 2768-01-19 00:00:00 |  | 1-2 Users Affected | Rankit Thakkar | False | 0 | Solved (Permanently) | Permission Granted per the Child Ticket. | [NAME]
2012-02-13 15:57:48 | 2012-02-14 10:27:09 | INC0017602 | 5 - Medium | Incident | Closed | Pending Customer | Not receiving voicemail in Outlook | [NAME] | Voice | Outlook 2003 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-13 16:14:48 | 2767-09-22 00:00:00 | 2767-09-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User confirmed that they are receiving voice mails in their email... | [NAME]
2012-02-13 15:58:14 | 2012-02-15 16:25:27 | INC0017604 | 5 - Medium | Service Request | Closed |  | needs new image for wireless printer drivers | [NAME] | Deskside - Field Sales | Printer | Printing | Hardware | Configuration | False | system |  | [NAME] | 2012-02-13 16:07:35 | 2885-12-05 00:00:00 | 2885-12-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | USers printer have been installed closing ticket. | [NAME]
2012-02-13 15:58:31 | 2012-02-17 16:41:50 | INC0017605 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13177 | Crystal Brooks | IMAC Coordinator | Desktop | Hardware | Peripheral | Request/Replace | True | HerronG |  | [NAME] | 2012-02-13 16:29:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | GH. set up computer and phone at user's cube._x000D_ Green Tag - 4890499_x000D_ S/N - MD1R9-KBVM7 | [NAME]
2012-02-13 16:02:40 | 2012-02-14 11:58:51 | INC0017606 | 5 - Medium | Service Request | Closed |  | user cannot access OWA on her IPAD | [NAME] |  | CI Not Found | Account Admin | Modify | Distribution List | False | system |  | [NAME] |  | 2766-12-04 00:00:00 | 2766-12-04 00:00:00 | mail.medimmune.com | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | We cannot support  the users Ipad | [NAME]
2012-02-13 16:09:15 | 2012-02-22 14:25:58 | INC0017608 | 5 - Medium | Service Request | Resolved | Pending Customer | On-Boarding Julian Ruiz (2/8/12) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-13 16:11:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | account created and tickets routed to deskside and voice for completion of setup INC0020449 and INC0020446 | [NAME]
2012-02-13 16:17:21 | 2012-02-17 08:42:00 | INC0017611 | 5 - Medium | Service Request | Resolved |  | New Hire - Contractor - Abhishk Venkataramanan - 2/14/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | StilesH |  | [NAME] | 2012-02-13 16:21:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Changed the expiration date to may 15, 2012. | [NAME]
2012-02-13 16:18:35 | 2012-02-13 16:38:50 | INC0017612 | 5 - Medium | Incident | Closed |  | outlook will not open | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-13 16:37:04 | 2646-01-12 00:00:00 | 2646-01-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | resolved by changing server name to correct name. | [NAME]
2012-02-13 16:20:48 | 2012-02-17 08:41:17 | [NAME] | 5 - Medium | Service Request | Resolved | Pending Customer | New Hire (Contractor) [NAME]please assign voice 81220 | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Telephony | [NAME] | Configuration | True | JamisonB |  | [NAME] | 2012-02-16 16:09:18 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 7 | Solved (Permanently) | setup phone and workstation for onboarding as requested | [NAME]
2012-02-13 16:24:17 | 2012-02-13 17:06:29 | INC0017615 | 5 - Medium | Service Request | Closed |  | AMS Report - Generation - 20120213 | Marion Pridgen | CZ - Commercial - Support | AMS (N/A) | Applications | Business Applications | s_Business Applications_Request For [NAME] | False | system |  | [NAME] | 2012-02-13 16:27:35 | 2645-02-04 00:00:00 | 2645-02-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | AMS Report - Generation - 20120213 - Completed | [NAME]
2012-02-13 16:26:16 | 2012-02-13 16:31:53 | INC0017617 | 5 - Medium | Incident | Closed |  | Cannot synch MedI email on iPad | [NAME] | Exchange Server Support | iPad | Applications | Mobile Applications | Synch Issue | False | system |  | [NAME] | 2012-02-13 17:26:31 | 2763-01-18 00:00:00 | 2763-01-18 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 2 | Solved First Call by Service Desk | Left voicemail with the user's new password | [NAME]
2012-02-13 16:28:34 | 2012-02-14 12:20:25 | INC0017618 | 5 - Medium | Service Request | Closed |  | reimage laptop in Big Sur conference room | [NAME] | Deskside - California | Laptop | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-13 16:30:37 | 2762-09-02 00:00:00 | 2762-09-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Laptop image complete. Turned over to [NAME] this morning at 8:00 | [NAME]
2012-02-13 16:31:42 | 2012-02-13 19:34:49 | INC0017621 | 1 - Critical Outage | Incident | Closed |  | Need to reboot MD1AS042 - Trackwise Server after 6:00 PM today | Sridharan Balasubramanian | Service Desk | MD1AS042 | Server/Data Center | Database/System | Fault/Error | False | system |  | [NAME] | 2012-02-13 19:31:22 | 2762-02-26 00:00:00 | 2762-02-26 00:00:00 |  | 1-2 Users Affected | Sridharan Balasubramanian | False | 2 | Solved (Permanently) | 2012-02-13 19:31:22  Sridharan Balasubramanian  - Changed:  Assigned to, Assignment group, Assignment Time, Work Log (Visible to Client) _x000D_ Assigned to: (Empty)  was: Sridharan Balasubramanian_x000D_ Assignment group: Service Desk  was: CZ - Enterprise Application - Support_x000D_ Assignment Time: 2012-02-13 19:31:22  was: 2012-02-13 17:29:12_x000D_  Service Desk _x000D_ _x000D_ IBM Team resolved by rebooting the servr.Please close ticket at your end _x000D_ _x000D_ Thanks _x000D_ Sridharan  _x000D_ | [NAME]
2012-02-13 16:39:44 |  | [NAME] | 5 - Medium | Service Request | Assigned |  | Users manager wants to have software approved for install | Anup Agarwal | SDD - RD Support | CI Not Found | Applications | COTS | New Request | True | ChungS |  | [NAME] | 2012-02-13 16:47:28 | 00:00:00 |  | Applications | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 16:50:05 | 2012-02-17 14:19:28 | INC0017627 | 5 - Medium | Incident | Resolved |  | MD1AS017 reboot request | [NAME] | Intel Server Support | MD1AS017 | Server/Data Center | Database/System | Performance | True | SeegarsP |  | [NAME] | 2012-02-13 16:51:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added a second CPU. | [NAME]
2012-02-13 16:51:40 | 2012-02-13 17:39:36 | INC0017630 | 5 - Medium | Incident | Closed |  | UTPRD0023 unreachable (2x in one day) | [NAME] | Intel Server Support | MD1AS047 | Network/Connectivity | Wired | Access | False | system |  | [NAME] | 2012-02-13 16:55:03 | 2640-08-06 00:00:00 | 2640-08-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | rebooted UTPRD0023 | [NAME]
2012-02-13 16:51:48 | 2012-02-13 17:02:18 | INC0017631 | 5 - Medium | Incident | Resolved |  | not  able to receive or send in outlook 2003 | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Performance | True | HallW |  | [NAME] | 2012-02-13 16:58:41 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Had walked [NAME] through clicking on work offline _x000D_ and then close and re open outlook he sent a test email and was able to receive mesages | [NAME]
2012-02-13 16:59:31 | 2012-02-13 17:03:17 | INC0017636 | 5 - Medium | Service Request | Closed |  | Request to upgrade Internet Explorer | [NAME] | Service Desk | Internet Explorer 7 | Applications | Business Applications | s_Business Applications_Request For [NAME] | False | system |  | [NAME] | 2012-02-13 17:03:17 | 2639-04-23 00:00:00 | 2639-04-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | User currently has IE7 installed. | [NAME]
2012-02-13 17:04:02 | 2012-02-14 12:50:07 | INC0017637 | 5 - Medium | Incident | Closed |  | MD1AS039 vlan issues 10.10.102 does not work | [NAME] | Intel Server Support | MD1AS039 | Network/Connectivity | Network Device | Fault/Error | False | system |  | [NAME] | 2012-02-13 17:05:03 | 2756-11-04 00:00:00 | 2756-11-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This is a duplicate ticket to INC0017224 which was resolved. | Thuan Tran
2012-02-13 17:07:25 | 2012-02-15 09:19:07 | INC0017638 | 5 - Medium | Service Request | Closed | Pending Customer | [NAME] telephone | [NAME] | Accounts Administration | [NAME] | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-14 15:32:56 | 2874-07-25 00:00:00 | 2874-07-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Number is assigned and updated in AD. | [NAME]
2012-02-13 17:08:37 | 2012-02-14 10:14:23 | INC0017641 | 5 - Medium | Service Request | Closed |  | needs to have Bisolve Process Enterprise | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-13 17:24:23 | 2756-02-03 00:00:00 | 2756-02-03 00:00:00 | BioSolve Process Enterprise | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Install Bisolve Process Enterprise in users Laptop | [NAME]
2012-02-13 17:11:27 | 2012-02-15 10:48:47 | INC0017642 | 5 - Medium | Incident | Closed |  | some users are unable to login to ELMS | SreeLakshmi Tallam | Service Desk | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-13 17:15:50 | 2873-11-25 00:00:00 | 2873-11-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | updated users employee numbers in their respective AD accounts. | [NAME]
2012-02-13 17:15:26 | 2012-02-17 18:39:41 | INC0017643 | 5 - Medium | Service Request | Resolved | Pending Customer | Office Communication Server Account | [NAME] | Service Desk | Other | Other | Other | Other | True | YeY |  | [NAME] | 2012-02-13 17:19:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | issue has been resolved, | [NAME]
2012-02-13 17:24:31 | 2012-02-15 14:13:43 | INC0017647 | 5 - Medium | Incident | Closed | Pending Customer | [NAME] password Reset | [NAME] | Voice | [NAME] | Telephony | [NAME] | Access | False | system |  | [NAME] | 2012-02-14 07:48:29 | 2871-10-03 00:00:00 | 2871-10-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User called and stated that everything is working fine and it's ok to close this ticket... | [NAME]
2012-02-13 17:25:39 | 2012-02-15 04:55:07 | INC0017648 | 5 - Medium | Service Request | Closed |  | Low space on C drive - UK1AV001 | Pramod [NAME] | Intel Server Support | UK1AV001 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  | [NAME] | 2012-02-13 17:29:35 | 2871-07-27 00:00:00 | 2871-07-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | freed space by moving pagefile leaving 200MB for crash dumps | [NAME]
2012-02-13 17:33:27 | 2012-02-14 14:05:59 | INC0017650 | 5 - Medium | Service Request | Closed |  | Printer addition | Rochelle Macafity | Service Desk | Printer | Printing | Hardware | Access Request | False | system |  | [NAME] | 2012-02-13 17:37:04 | 2752-01-05 00:00:00 | 2752-01-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | successfully obtained and installed the requested printer software. | [NAME]
2012-02-13 17:43:14 | 2012-02-14 18:00:24 | INC0017654 | 5 - Medium | Incident | Closed |  | Wireless network configuration. | [NAME] | Deskside - California | Wireless | Network/Connectivity | Wireless | Access | False | system |  | [NAME] | 2012-02-13 17:51:30 | 2750-05-28 00:00:00 | 2750-05-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Checked system settings. Wireless card was turned off at the hardware level. Turned on wireless card and successfully tested connectivity. | [NAME]
2012-02-13 17:45:46 |  | INC0017655 | 5 - Medium | Service Request | Assigned | Pending Customer | [NAME] on personal computer | [NAME] | SDD - RD Support | CI Not Found | Applications | Business Applications | New Request | True | rheringhaus |  | [NAME] | 2012-02-14 09:20:23 | 00:00:00 |  | [NAME] | 1-2 Users Affected | [NAME] | False | 1
2012-02-13 17:55:46 | 2012-02-13 18:50:25 | INC0017657 | 5 - Medium | Service Request | Closed |  | Printer setup | [NAME] | Deskside - California | Printer | Printing | Hardware | Request/Replace | False | system |  | [NAME] | 2012-02-13 17:59:54 | 2630-01-25 00:00:00 | 2630-01-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Spoke to customer. Help map printer to her computer. Sent test page to printer to verify connectivity. | [NAME]
2012-02-13 17:56:14 |  | INC0017658 | 4 - High | Service Request | Assigned |  | Port Count Max Limit on the OMW2 Nexus 1000v | [NAME] | Network Level 3 | OMW2-PRD01 | Server/Data Center | Hardware | Configuration | True | ProctorD |  | Waqar Dar | 2012-02-13 18:28:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-13 18:00:35 | 2012-02-14 09:00:29 | INC0017659 | 5 - Medium | Service Request | Closed | Pending Customer | Request: H drive | [NAME] | Accounts Administration | AD (Active Directory) Account | Server/Data Center | Database/System | Access Request | False | system |  | Rankit Thakkar | 2012-02-14 07:15:58 | 2747-07-22 00:00:00 | 2747-07-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Home Directory Folder on H:\ [NAME] has been created. _x000D_ Please look for a folder with your name on it "RodriguezY" in the H:\ Drive. | Rankit Thakkar
2012-02-13 18:00:59 | 2012-02-14 18:23:32 | INC0017660 | 5 - Medium | Incident | Closed |  | User only able to answer or make calls through speaker phone | [NAME] | Deskside - California | CI Not Found | Hardware | Peripheral | Outage | False | system |  | [NAME] | 2012-02-13 18:05:54 | 2747-06-28 00:00:00 | 2747-06-28 00:00:00 | Telephone | 1-2 Users Affected | [NAME] | False | 0 |  |  | [NAME]
2012-02-13 18:13:48 | 2012-02-17 15:27:13 | INC0017662 | 5 - Medium | Service Request | Resolved | Pending Part | Ops account for new Account Administrator [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | True | [NAME] |  | Rankit Thakkar | 2012-02-16 14:02:01 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Resolved. | Rankit Thakkar
2012-02-13 18:18:38 | 2012-02-14 10:00:31 | INC0017663 | 5 - Medium | Service Request | Closed |  | PC Request Form - PCR11264 | [NAME] | Deskside - Gaithersburg | Desktop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-13 18:20:12 | 2744-08-03 00:00:00 | 2744-08-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Fixed the issue with the present [NAME] and according to the user closing the ticket | [NAME]
2012-02-13 18:23:16 | 2012-02-14 10:03:32 | INC0017666 | 5 - Medium | Service Request | Closed |  | Please reset HPC cluster password | Daniel Ingber | Unix Server Support | HPC (Prod) | Applications | Business Applications | [NAME] | False | system |  | [NAME] | 2012-02-13 18:24:58 | 2743-10-30 00:00:00 | 2743-10-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Billy reset [NAME] account | [NAME]
2012-02-13 18:26:05 | 2012-02-15 16:32:03 | INC0017668 | 5 - Medium | Service Request | Closed |  | Mendocino Conference Room | [NAME] | Accounts Administration | Exchange 2010 | Applications | Outlook | Access Request | False | system |  | [NAME] | 2012-02-15 11:53:28 | 2861-08-22 00:00:00 | 2861-08-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 5 | Solved (Permanently) | EU now has access to the Conf_HW_24500_Mendocino_VC. | [NAME]
2012-02-13 18:36:16 | 2012-02-15 10:26:06 | INC0017669 | 5 - Medium | Service Request | Closed |  | On Boarding Form - OBF13178 | [NAME] | IMAC Coordinator | Desktop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-14 08:25:18 | 2859-12-20 00:00:00 | 2859-12-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | GH, only a computer was required for this OBF. Delivered to [NAME]_ Green Tag 4890494_x000D_ S/N - MD1R8-XE8ZB | [NAME]
2012-02-13 18:40:41 | 2012-02-14 11:19:59 | INC0017672 | 5 - Medium | Service Request | Closed | Pending Customer | Server usahsmedi046  is down | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Position | False | system |  | [NAME] |  | 2740-12-19 00:00:00 | 2740-12-19 00:00:00 | usahsmedi046 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Server is being migrated | [NAME]
2012-02-13 18:41:31 | 2012-02-14 16:44:11 | INC0017674 | 5 - Medium | Incident | Closed |  | Monitoring C&R applications | [NAME] | CZ - Clinical & Regulatory - Support | Insight Publisher (Prod) | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-13 18:44:32 | 2740-10-30 00:00:00 | 2740-10-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | All applications monitored and there are no issues. | [NAME]
2012-02-13 18:42:50 | 2012-02-14 16:14:06 | INC0017675 | 5 - Medium | Service Request | Closed |  | Access to E drive | [NAME] | Accounts Administration | CI Not Found | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-02-14 14:04:10 | 2740-08-12 00:00:00 | 2740-08-12 00:00:00 | e drive | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Gave Oscar R/W after getting the manager's approval. | [NAME]
2012-02-13 22:45:17 | 2012-02-13 23:08:28 | INC0017681 | 5 - Medium | Incident | Closed |  | User receives error on machine when booting up. | [NAME] | Service Desk | Windows XP | Applications | OS | Fault/Error | False | system |  |  |  | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Informed user I could escalate the ticket to deskside or he would have to go [NAME].  User agreed to take unit to itech. | [NAME]
2012-02-14 00:02:38 | 2012-02-14 22:53:56 | INC0017684 | 6 - Low | Incident | Closed |  | Monitoring Ticket for G&A OPs | [NAME] | CZ - G&A - Support | Contract Request (Prod) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-14 00:06:59 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Completed monitoring and attached screenshots | [NAME]
2012-02-14 00:59:28 | 2012-02-15 16:58:25 | INC0017685 | 5 - Medium | Service Request | Closed |  | User unable to do training on etutor-learn.net/usa/ | [NAME] | Deskside - Gaithersburg | LMS (Prod) | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-14 01:15:54 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Checked with the user in use with the system and mentioned that no more issue with the system | [NAME]
2012-02-14 02:02:31 | 2012-02-22 13:45:42 | INC0017688 | 5 - Medium | Service Request | Resolved |  | Unable to log on to onthego | [NAME] | Service Desk | OnTheGo | Network | On The Go | Access Request | True | HightowerS |  | Stephanie Hightower |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved | Per two different individuals at AZ, they state the issue can not be resolved. | Stephanie Hightower
2012-02-14 02:02:58 | 2012-02-14 21:21:31 | INC0017689 | 5 - Medium | Incident | Closed |  | MONITORING FOR EDM | [NAME] | CZ - Enterprise Application - Support | 2811-TermS-SBY | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-14 02:04:44 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | monitoring done | [NAME]
2012-02-14 02:05:17 | 2012-02-14 22:05:11 | INC0017690 | 5 - Medium | Incident | Closed |  | MONITORING FOR EA | [NAME] | CZ - Enterprise Application - Support | 2811-TermS-SBY | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-14 02:06:53 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | REsolved | [NAME]
2012-02-14 03:38:57 |  | INC0017694 | 5 - Medium | Service Request | Assigned | Pending Customer | User is unable to see two employees in the GAL | [NAME] | Exchange Server Support | AD (Active Directory) Account | Account Admin | Modify | Distribution List | True | AliA |  | [NAME] | 2012-02-22 15:27:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4
2012-02-14 03:58:56 | 2012-02-15 04:14:12 | INC0017695 | 6 - Low | Incident | Closed |  | Monitoring R&D Applications | [NAME] | CZ - Research & Development - Support | Aperio US (Prod) | Applications | Business Applications | Performance | False | system |  | [NAME] | 2012-02-14 04:00:54 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Monitored all R&D applications | [NAME]
2012-02-14 04:40:40 | 2012-02-14 05:02:36 | INC0017698 | 5 - Medium | Service Request | Closed |  | Configure the Study : CD-IA-MEDI-545-1067 in eCDH QAS database for pre-migration | Divya Loganathan | CZ - Clinical & Regulatory - Support | eCDH (QAS) | Server/Data Center | Hardware | Configuration | False | system |  | [NAME] | 2012-02-14 04:44:04 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Configured the Study : CD-IA-MEDI-545-1067 V7.0 in eCDH QAS. | [NAME]
2012-02-14 05:03:04 | 2012-02-14 05:21:15 | INC0017702 | 5 - Medium | Incident | Closed |  | User is unable to connect outlook | [NAME] Dhawale | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  |  |  | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Advised user to logon to the OWA.  Advised user to attempt to open outlook again within citrix, confirmed user was able to open up outlook without any issues. | [NAME]
2012-02-14 05:25:51 | 2012-02-14 21:23:07 | INC0017703 | 5 - Medium | Incident | Closed |  | User needs SAP login password reset | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-14 14:31:53 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 | SAP ARP | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Issue has already been resolved. | [NAME]
2012-02-14 05:30:49 | 2012-02-17 15:09:02 | INC0017704 | 5 - Medium | Service Request | Resolved |  | Phone setup | DawnAmber Straughn | Deskside - Frederick | [NAME] | Telephony | [NAME] | Configuration | True | BosherB |  | [NAME] | 2012-02-14 05:32:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | configured another phone to replace broken one user had. tested and works. | [NAME]
2012-02-14 06:15:13 | 2012-02-14 09:33:01 | INC0017708 | 5 - Medium | Service Request | Closed |  | User is locked out of SAP(ARP) | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-14 09:31:13 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 | SAP ARP | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | From: [NAME], Sumithra(Infosys) _x000D_ Sent: 14 February 2012 11:45_x000D_ To: [NAME], [NAME] (MedImmune)_x000D_ Cc: SAPSEC, Wilmington_x000D_ Subject: ARP Password Reset - Dunn, [NAME] (MedImmune)_x000D_ _x000D_  _x000D_ _x000D_ Hi Christoper,_x000D_ _x000D_  _x000D_ _x000D_ Your ARP account has been unlocked and password has been reset to ***********_x000D_ _x000D_  _x000D_ _x000D_ Please try accessing your account now and let me know in case of any further issues._x000D_ _x000D_  _x000D_ _x000D_ Thanks,_x000D_ _x000D_  _x000D_ _x000D_ Sumithra._x000D_ _x000D_  _x000D_ _x000D_ SAPSEC_x000D_ _x000D_ ---------------------------------------------------------_x000D_ _x000D_ Infosys Technologies Ltd._x000D_ _x000D_ [NAME]   :  +91- [PHONE], Ext - 76955_x000D_ _x000D_ Mail : sumitradevi.kumar@astrazeneca.com_x000D_ _x000D_ Security Team ID :  SAPSEC, Wilmington._x000D_ _x000D_  _x000D_ _x000D_ From: [NAME], Ramaswamy [mailto:[EMAIL]] _x000D_ Sent: 14 February 2012 11:24_x000D_ To: 'IS Service Desk'; Tirrell, [NAME] (MedImmune)_x000D_ Cc: Gill, [NAME] (MedImmune); Sinho, Saket (MedImmune); [NAME], Ajay (MedImmune); SAPSEC, Wilmington_x000D_ Subject: RE: 5 - Medium ticket INC0017708 has been assigned to group CZ - SAP Hire To Terminate_x000D_ _x000D_  _x000D_ _x000D_ Team,_x000D_ _x000D_  _x000D_ _x000D_ Please reassign this ticket to AZ SAP support team cced here as they support ARP system._x000D_ _x000D_  _x000D_ _x000D_ Thanks_x000D_ _x000D_  _x000D_ _x000D_ Ramasamy._x000D_ _x000D_ | [NAME]
2012-02-14 06:41:23 | 2012-02-14 12:12:54 | INC0017710 | 5 - Medium | Service Request | Closed |  | Smart Devices [NAME] network changes | [NAME] | Network Level 2 | Wireless | Network | Wireless | Access Request | False | system |  | Leszek Okrasa | 2012-02-14 06:43:33 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Smart Devices [NAME] is currently for just internet only access. | Leszek Okrasa
2012-02-14 07:10:01 |  | INC0017712 | 5 - Medium | Service Request | Pending | Pending Customer | UK Member of staff moving to Gaithersburg | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-15 05:26:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-14 07:10:41 |  | INC0017713 | 5 - Medium | Incident | Pending | Pending Customer | Printer needs a waste toner cartridge | [NAME] | Service Desk | Printer | Printing | Hardware | Outage | True | MooneyA |  | [NAME] | 2012-02-14 07:14:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-14 07:13:32 | 2012-02-14 09:31:09 | INC0017714 | 5 - Medium | Service Request | Closed |  | Mail Box move | [NAME] | Exchange Server Support | Exchange 2010 | Account Admin | Modify | Mailbox | False | system |  | [NAME] | 2012-02-14 08:24:42 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The mailbox has been moved to the US mailbox servers. | [NAME]
2012-02-14 07:14:21 | 2012-02-14 07:17:56 | INC0017715 | 5 - Medium | Service Request | Closed |  | Needs to connect to another printer | [NAME] | Service Desk | Printer | Printing | Application | Configuration | False | system |  | [NAME] | 2012-02-14 07:18:11 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Connected to printer | [NAME]
2012-02-14 07:17:35 |  | INC0017716 | 5 - Medium | Incident | Pending | Pending Part | Application status is Critical  (UK1FS001) | [NAME] | Intel Server Support | UK1FS001 | Server/Data Center | Hardware | Fault/Error | True | alexanders |  | [NAME] | 2012-02-14 07:20:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-14 07:36:28 | 2012-02-14 08:05:55 | INC0017717 | 5 - Medium | Incident | Closed |  | Issues connecting to the wireless at MedImmune | [NAME] | Service Desk | Wireless (Prod) | Network/Connectivity | Wireless | Access | False | system |  | Stephanie Hightower | 2012-02-14 07:38:47 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Updated the wireless networks.  After a GPUPDATE and system restart, [NAME] was able to connect wirelessly. | Stephanie Hightower
2012-02-14 07:51:33 | 2012-02-14 07:55:05 | INC0017720 | 5 - Medium | Service Request | Closed |  | reimage x200 | [NAME] | Deskside - Gaithersburg | Laptop | Applications | OS | Install/Remove | False | system |  | [NAME] | 2012-02-14 07:52:38 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | imaged as requested, returned laptop | [NAME]
2012-02-14 07:57:24 | 2012-02-14 08:03:53 | INC0017721 | 5 - Medium | Service Request | Closed |  | Remove Group Email from Unix Server Support | [NAME] | Unix Server Support | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | False | system |  |  | 2012-02-14 07:59:36 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Can't use Group emails in Service-Now | [NAME]
2012-02-14 07:58:45 |  | INC0017722 | 5 - Medium | Service Request | Pending | Assigned External | Locked out of SAP ARP Production | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | [NAME] | True | MooneyA | 3014134 | [NAME] | 2012-02-14 08:21:48 | 00:00:00 |  | SAP ARP PROD | 1-2 Users Affected | [NAME] | False | 0
2012-02-14 08:12:21 | 2012-02-16 09:27:05 | INC0017723 | 5 - Medium | Service Request | Resolved | Pending Customer | New Hire - Contractor, 2/13/12 - Kurt Berglund, please assign voice ext 81221 | [NAME] | Voice | AD (Active Directory) Account | Telephony | [NAME] | Configuration | True | RobertsTr |  | [NAME] | 2012-02-14 08:15:15 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Was able to leave a test message... | [NAME]
2012-02-14 08:14:36 |  | INC0017724 | 5 - Medium | Incident | Pending | Pending Customer | can't open a file in sharepint | [NAME] | Deskside - Gaithersburg | Sharepoint (Prod) | Applications | Business Applications | Access | True | KeyserM |  | [NAME] | 2012-02-21 14:22:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4
2012-02-14 08:14:52 | 2012-02-14 15:59:43 | INC0017725 | 4 - High | Incident | Closed |  | Unable to open Excel document from Outlook | [NAME] | Deskside - Gaithersburg | Excel 2003 | Applications | OS | Fault/Error | False | system |  | [NAME] | 2012-02-14 09:06:43 | 2725-06-30 00:00:00 | 2725-06-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User profile was corrupted and re-created it and resolved the issue | [NAME]
2012-02-14 08:15:50 | 2012-02-15 10:01:13 | INC0017726 | 5 - Medium | Service Request | Closed |  | New Hire - Contractor, [NAME] - 2/13/12 - Please setup computer equipment | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-14 08:17:44 | 2843-08-12 00:00:00 | 2843-08-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | gave user computer. | [NAME]
2012-02-14 08:22:09 | 2012-02-14 08:54:13 | [NAME] | 5 - Medium | Service Request | Closed |  | Account Disable [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-14 08:23:20 | 2724-04-19 00:00:00 | 2724-04-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The account is disabled and email is hidden. | [NAME]
2012-02-14 08:23:22 | 2012-02-14 08:53:50 | INC0017730 | 5 - Medium | Service Request | Closed |  | Account Disable [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-14 08:24:26 | 2724-02-06 00:00:00 | 2724-02-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The account is disabled and email is hidden. | [NAME]
2012-02-14 08:27:16 | 2012-02-14 08:53:32 | INC0017732 | 5 - Medium | Service Request | Closed |  | Account Disable [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-14 08:28:13 | 2723-06-17 00:00:00 | 2723-06-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The account is disabled and email is hidden. | [NAME]
2012-02-14 08:28:54 | 2012-02-14 08:47:14 | INC0017733 | 5 - Medium | Service Request | Closed |  | Requesting access to OliverC's Home Directory. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Home Folder | False | system |  | Rankit Thakkar | 2012-02-14 08:47:14 | 2723-03-11 00:00:00 | 2723-03-11 00:00:00 |  | 1-2 Users Affected | Rankit Thakkar | False | 1 | Solved (Permanently) | Granted Same Access as [NAME] currently has. | Rankit Thakkar
2012-02-14 08:30:45 | 2012-02-14 15:15:02 | INC0017734 | 5 - Medium | Service Request | Closed | Pending Customer | H:\ Drive Is Read Only | Yong Yuan | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Home Folder | False | system |  | Rankit Thakkar | 2012-02-14 08:40:21 | 2722-11-20 00:00:00 | 2722-11-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Mapped user to proper folder. | Rankit Thakkar
2012-02-14 08:32:24 | 2012-02-16 08:58:41 | INC0017735 | 5 - Medium | Service Request | Resolved |  | [NAME] for Loaner laptop | [NAME] | Deskside - Frederick | Laptop | Hardware | Computer | Request/Replace | True | BosherB |  | [NAME] | 2012-02-14 08:36:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | loaner laptop setup. | [NAME]
2012-02-14 08:36:59 | 2012-02-14 10:45:19 | INC0017736 | 5 - Medium | Service Request | Closed | Pending Customer | [NAME] reset | [NAME] | Voice | [NAME] | Telephony | [NAME] | [NAME] | False | system |  | [NAME] | 2012-02-14 08:43:24 | 2721-11-11 00:00:00 | 2721-11-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User is able to access their voice mail. | [NAME]
2012-02-14 08:51:54 | 2012-02-18 22:20:27 | [NAME] | 5 - Medium | Incident | Resolved |  | Access to Service Now in the Dev Envirnonment | [NAME] | ServiceNow [NAME] | ServiceNow (Dev) | Account Admin | General | Access | True | LloydCo |  | [NAME] | 2012-02-14 08:58:45 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 1 | Solved (Permanently) | Reactivated her account in Dev.  Use the same login with no password. | [NAME]
2012-02-14 08:52:53 | 2012-02-17 09:02:55 | INC0017738 | 5 - Medium | Service Request | Resolved | Pending Customer | New Hire - OBF13169 Prasad [NAME] (2/13/2012), please assign voice ext 81222 | Asheesh Chhabra | Deskside - Gaithersburg | AD (Active Directory) Account | Telephony | [NAME] | Configuration | True | JamisonB |  | [NAME] | 2012-02-16 09:39:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | setup as requested | [NAME]
2012-02-14 08:54:43 | 2012-02-16 09:47:25 | INC0017739 | 5 - Medium | Service Request | Resolved |  | New Hire - OBF13169 Prasad [NAME] (2/13/2012) | Asheesh Chhabra | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | [NAME] |  | [NAME] | 2012-02-14 08:56:40 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | gave user equipment. everything is fine now | [NAME]
2012-02-14 08:57:22 | 2012-02-14 12:31:06 | INC0017740 | 5 - Medium | Incident | Closed |  | Critical state  (MD1VM111) | [NAME] | Intel Server Support | MD1VM111 | Server/Data Center | Hardware | Fault/Error | False | system |  | Thuan Tran | 2012-02-14 08:58:51 | 2718-07-07 00:00:00 | 2718-07-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Server is no longer in a critical state, CPU utilization has normalized to 20-30%. | Thuan Tran
2012-02-14 08:58:01 | 2012-02-14 09:14:09 | INC0017741 | 5 - Medium | Service Request | Closed |  | when trying to load a ELMS session user is getting a JAVA error. | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-14 09:14:09 | 2718-05-29 00:00:00 | 2718-05-29 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | installed [NAME] for the user. | [NAME]
2012-02-14 08:59:05 | 2012-02-15 14:15:23 | INC0017742 | 5 - Medium | Incident | Closed | Pending Customer | Please set up and provide password to voicemail | Rochelle Macafity | Voice | [NAME] | Telephony | [NAME] | Access | False | system |  | [NAME] | 2012-02-14 09:01:31 | 2836-07-04 00:00:00 | 2836-07-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user was able to set up their voice mail... | [NAME]
2012-02-14 09:00:18 | 2012-02-14 09:11:04 | INC0017743 | 5 - Medium | Service Request | Closed |  | Request for new or upgraded hardware - Laptop | [NAME] | Service Desk | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-14 09:10:05 | 2718-01-12 00:00:00 | 2718-01-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Instructed user to fill out PCR (PC Request Form) from the MediZone website | [NAME]
2012-02-14 09:01:07 | 2012-02-14 09:21:17 | INC0017744 | 5 - Medium | Incident | Closed |  | home drive unmapped | [NAME] | Service Desk | CI Not Found | Network/Connectivity | Network Device | Performance | False | system |  | [NAME] | 2012-02-14 09:21:17 | 2717-11-24 00:00:00 | 2717-11-24 00:00:00 | remap home drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I remoted in and mapped \\medimmune.com\dfs\home\clinical dev to his G drive, he was able to open the file (no longer in read only) and his data was still there. I also remapped the shortcut on his desktop. He will call back if this happens again after logging off. | [NAME]
2012-02-14 09:04:55 | 2012-02-14 13:09:53 | INC0017745 | 5 - Medium | Incident | Closed |  | Problems With Extension on Land Line | [NAME] | Voice | CI Not Found | Telephony | Line/Circuit | Performance | False | system |  | [NAME] | 2012-02-14 09:10:09 | 2717-04-10 00:00:00 | 2717-04-10 00:00:00 | Telephone | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Removed [NAME] from station 398-1105 in the Cisco Call Mgr and the Area 6 Loading Dock owns the station 398-1105.  [NAME] can be reached via the ITCC Number 398-1100. | [NAME]
2012-02-14 09:06:56 | 2012-02-14 09:19:17 | INC0017746 | 5 - Medium | Incident | Closed |  | Cannot access folders within shared drives since automatic updates | Arben Bushati | Service Desk | AD (Active Directory) Account | Network/Connectivity | Network Device | Access | False | system |  | [NAME] | 2012-02-14 09:18:31 | 2716-12-10 00:00:00 | 2716-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This was resolved once I was remoted to users machine. user will contact the service desk if issue persists and this can be re-opened. | [NAME]
2012-02-14 09:08:08 | 2012-02-14 12:46:12 | [NAME] | 4 - High | Service Request | Closed |  | Enable ActiveSync for the users listed in Description | [NAME] | Exchange Server Support | Exchange 2010 | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-14 09:54:30 | 2716-09-29 00:00:00 | 2716-09-29 00:00:00 |  | 21 to 100 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Enabled all users for active-sync connectivity. | [NAME]
2012-02-14 09:12:56 |  | INC0017749 | 5 - Medium | Incident | Pending | Pending Customer | Computer in Security Office Ongoing problems | [NAME] | Service Desk | Laptop | Hardware | Computer | Performance | True | [NAME] |  | [NAME] | 2012-02-14 09:17:37 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-14 09:21:31 | 2012-02-14 09:55:55 | INC0017752 | 5 - Medium | Incident | Closed |  | Errors when opening Microsoft Office applications | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-14 09:55:15 | 2714-07-19 00:00:00 | 2714-07-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Started office applications in safe mode. this is resolved. User will contact the service desk if problem persists. | [NAME]
2012-02-14 09:23:34 |  | INC0017753 | 5 - Medium | Service Request | Pending | Pending Customer | User requesting access to another user's Inbox. | [NAME] | Accounts Administration | Outlook 2003 | Account Admin | Modify | Access | True | NguyenQ |  | [NAME] | 2012-02-17 05:38:55 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-14 09:30:59 | 2012-02-14 09:44:23 | INC0017755 | 5 - Medium | Incident | Closed |  | logging into XP and his files are gone | Abhishake Chhibber | Service Desk | Windows XP | Applications | OS | Performance | False | system |  | [NAME] | 2012-02-14 09:44:23 | 2712-12-28 00:00:00 | 2712-12-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | He restarted his computer and his files and backgrounds are coming up, I informed him to save his files to the H drive._x000D_ | [NAME]
2012-02-14 09:31:40 | 2012-02-14 09:35:06 | INC0017756 | 5 - Medium | Incident | Closed |  | Font error in Powerpoint | [NAME] | Deskside - PA | Laptop | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-14 09:34:10 | 2712-11-17 00:00:00 | 2712-11-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Replaced missing font | [NAME]
2012-02-14 09:34:16 |  | INC0017759 | 5 - Medium | Service Request | Assigned |  | E drive access | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | TorrenceA |  | [NAME] | 2012-02-14 09:35:49 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-14 09:37:00 | 2012-02-14 13:48:29 | INC0017761 | 5 - Medium | Incident | Closed |  | unable to view home page | [NAME] | Service Desk | AD (Active Directory) Account | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-14 09:39:23 | 2712-01-02 00:00:00 | 2712-01-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | added  the site to the trusted sites_x000D_ _x000D_ it worked | [NAME]
2012-02-14 09:41:11 | 2012-02-14 09:55:49 | INC0017762 | 5 - Medium | Service Request | Closed |  | Pickup laptop | LeeAndria Wills | Executive Support | Laptop | Hardware | Computer | Configuration | False | system |  | Farzin Saghri | 2012-02-14 09:51:10 | 2711-04-26 00:00:00 | 2711-04-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Issue resolved, trust center settings in office 2010 was not allowing [NAME] to view and PPT files and xlsx. Issue resolved. | Farzin Saghri
2012-02-14 09:43:46 | 2012-02-14 09:52:05 | INC0017764 | 5 - Medium | Service Request | Closed |  | Reschedule the MERCER SAP outbound job. | [NAME] | CZ - SAP Administration | SAP ECC (Prod) | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-15 13:11:42 | 2829-03-02 00:00:00 | 2829-03-02 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | This issue has been resolved. BG  job Re-scheduled as requested. | [NAME]
2012-02-14 09:44:28 | 2012-02-14 13:09:11 | [NAME] | 5 - Medium | Service Request | Closed |  | user requesting 2 excel 2k3 addons to be installed. | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | New Request | False | system |  | [NAME] | 2012-02-14 10:02:02 | 2710-10-11 00:00:00 | 2710-10-11 00:00:00 | software approval | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | sent approval request email to the proper personel to begin the process. | [NAME]
2012-02-14 09:44:32 | 2012-02-14 09:47:33 | INC0017766 | 5 - Medium | Service Request | Closed |  | outlook prompting for credentials | Abhishake Chhibber | Service Desk | Outlook 2003 | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-14 09:47:33 | 2710-10-07 00:00:00 | 2710-10-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | He restarted his computer and his files and backgrounds are coming up, I informed him to save his files to the H drive._x000D_ | [NAME]
2012-02-14 09:45:49 | 2012-02-14 09:48:43 | INC0017767 | 5 - Medium | Incident | Closed |  | Monitor issue | [NAME] | Deskside - PA | Monitor | Hardware | Peripheral | Fault/Error | False | system |  | [NAME] | 2012-02-14 09:48:43 | 2710-07-22 00:00:00 | 2710-07-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Replaced monitor. | [NAME]
2012-02-14 09:48:54 | 2012-02-14 09:53:54 | INC0017770 | 5 - Medium | Incident | Closed |  | User cannot login -New Hire - Priscilla Cosby | [NAME] | Deskside - PA | Laptop | Network/Connectivity | Wired | Access | False | system |  | [NAME] | 2012-02-14 09:53:54 | 2710-01-18 00:00:00 | 2710-01-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reset password, unlocked account. | [NAME]
2012-02-14 09:52:42 | 2012-02-14 10:22:58 | INC0017771 | 5 - Medium | Service Request | Resolved |  | outlook calendar | [NAME] | Deskside - Frederick | Outlook 2003 | Applications | Business Applications | Configuration | True | BosherB |  | [NAME] | 2012-02-15 07:56:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | See work log | [NAME]
2012-02-14 09:55:48 | 2012-02-14 15:49:07 | INC0017772 | 5 - Medium | Service Request | Resolved | Pending Customer | New DL | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Distribution List | True | NguyenQ |  | [NAME] | 2012-02-14 09:57:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | The Medi ADMIRe HelpDesk mailbox has been created. _x000D_ _x000D_ | [NAME]
2012-02-14 09:55:50 | 2012-02-15 10:11:19 | [NAME] | 5 - Medium | Incident | Closed | Pending Part | trackwise | [NAME] | CZ - Enterprise Application - Support | TrackWise - QIMS (DVCS/MPCRS) (Prod) | Applications | Business Applications | Performance | False | system |  | Sridharan Balasubramanian | 2012-02-14 10:02:35 | 2827-03-09 00:00:00 | 2827-03-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | RFC 14617 has beeen raised to resolve time zone settings in the server md1as042 | Sridharan Balasubramanian
2012-02-14 09:55:58 | 2012-02-17 14:31:10 | INC0017774 | 5 - Medium | Service Request | Resolved | Pending Customer | Request access to md1fs019 for [NAME] | [NAME] | Accounts Administration | MD1FS019 | Account Admin | Modify | Access | True | [NAME] |  | Rankit Thakkar | 2012-02-14 10:17:49 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Access Granted._x000D_ _x000D_ User MUST log-out and log-in to see the changes. | Rankit Thakkar
2012-02-14 09:58:28 | 2012-02-22 10:02:28 | INC0017776 | 5 - Medium | Service Request | Resolved |  | PC Request Form - PCR11265 | [NAME] | IMAC Coordinator | Laptop | Hardware | Computer | Request/Replace | True | HerronG |  | [NAME] | 2012-02-14 10:10:57 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | GH, upgraded to X220 _x000D_ Green Tag - 4890504 _x000D_ S/N - MD1R9-KBVK2 | [NAME]
2012-02-14 09:59:07 | 2012-02-14 13:15:06 | INC0017777 | 5 - Medium | Service Request | Closed | Assigned External | User cannot log into  ARP SAP application | Mustika Tanojo |  | CI Not Found | Account Admin | Remove | Access | False | system | 3015142 | [NAME] |  | 2708-05-15 00:00:00 | 2708-05-15 00:00:00 | SAP ARP | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account was unlocked by AZ | [NAME]
2012-02-14 10:05:15 |  | INC0017779 | 5 - Medium | Service Request | Assigned | Pending Part | Needs Conference room cancelled | [NAME] | Exchange Server Support | CI Not Found | Other | Other | Other | True | rheringhaus |  | [NAME] | 2012-02-14 10:47:05 | 00:00:00 |  | Conference | 1-2 Users Affected | [NAME] | False | 1
2012-02-14 10:05:57 | 2012-02-14 10:09:26 | INC0017780 | 5 - Medium | Service Request | Closed |  | Unable to login to eLMS | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-14 10:09:26 | 2707-04-01 00:00:00 | 2707-04-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | User was able to login once she was informed of the change in credintials | [NAME]
2012-02-14 10:12:12 |  | INC0017783 | 4 - High | Incident | Pending | Pending Customer | inconsistent when trying to register sequences in system. | [NAME] | CZ - Clinical & Regulatory - Support | eCTD Viewer (Prod) | Applications | Business Applications | Fault/Error | True | KumarSati |  | Sathish Kumar | 2012-02-14 10:16:36 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-14 10:19:33 | 2012-02-14 11:57:42 | INC0017785 | 5 - Medium | Service Request | Closed |  | cannot save to H: | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Home Folder | False | system |  | [NAME] | 2012-02-14 10:43:55 | 2705-01-05 00:00:00 | 2705-01-05 00:00:00 | Home drive | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Issue Resolved._x000D_ User Must Log-out and Log-in to see the changes. | Rankit Thakkar
2012-02-14 10:21:02 | 2012-02-14 10:25:41 | INC0017788 | 5 - Medium | Service Request | Closed |  | insight question | [NAME] | Service Desk | Insight | Other | Other | Other | False | system |  | [NAME] | 2012-02-14 10:25:41 | 2704-10-08 00:00:00 | 2704-10-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I instructed her to ask her manger,_x000D_ we were disconnected when I asked my manager for more information | [NAME]
2012-02-14 10:22:00 | 2012-02-14 11:47:51 | INC0017789 | 5 - Medium | Service Request | Closed |  | Request to pick up equipment (monitor, docking station) in OMW 5240 | [NAME] | Executive Support | Desktop | Hardware | Computer | Request/Replace | False | system |  | Farzin Saghri | 2012-02-14 10:29:08 | 2704-08-11 00:00:00 | 2704-08-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Equipment has been picked up. Ticket closure. | Farzin Saghri
2012-02-14 10:23:32 | 2012-02-15 08:32:12 | INC0017790 | 5 - Medium | Incident | Closed | Pending Customer | Unable to see all contacts in Outlook | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-14 10:25:43 | 2822-08-20 00:00:00 | 2822-08-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Per Nicole (EU); I think I'm OK, I restarted several times and then all my contacts seem to be there. | [NAME]
2012-02-14 10:24:42 | 2012-02-14 10:42:50 | INC0017792 | 5 - Medium | Incident | Closed |  | Dual monitors not working | Eva-Karin Filliben | Service Desk | CI Not Found | Hardware | Computer | Fault/Error | False | system |  | [NAME] | 2012-02-14 10:42:50 | 2704-03-02 00:00:00 | 2704-03-02 00:00:00 | Hardware | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Checked graphics properties. Corrected settings and dual monitors are working _x000D_  had user check network cable and it want plgged in. Once plugged in she was able to get a LAN connection._x000D_ _x000D_ | [NAME]
2012-02-14 10:28:12 | 2012-02-14 12:01:28 | INC0017796 | 5 - Medium | Service Request | Closed |  | sbymas062 mount point | Sathish Kumar | Unix Server Support | SBYMAS062 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  | [NAME] | 2012-02-14 11:32:48 | 2703-08-05 00:00:00 | 2703-08-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Remounted /PMD.  Did not mount properly at boot.  Probably should be done as a deferred mount (later in boot), will note for post-migration cleanup. | [NAME]
2012-02-14 10:29:04 |  | INC0017797 | 5 - Medium | Service Request | Pending | Pending Customer | PC Request Form - PCR11266 | [NAME] | IMAC Coordinator | Laptop | Hardware | Computer | Request/Replace | True | ReeveB |  | [NAME] | 2012-02-14 10:39:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-14 10:30:51 |  | INC0017799 | 5 - Medium | Service Request | Assigned |  | Request for Cisco VPN | [NAME] | Service Desk | CI Not Found | Applications | COTS | Install/Remove | True | PerryA |  | [NAME] | 2012-02-14 11:07:28 | 00:00:00 |  | software request | 1-2 Users Affected | [NAME] | False | 0
2012-02-14 10:34:39 | 2012-02-17 14:00:23 | INC0017801 | 5 - Medium | Service Request | Resolved |  | Request for permissions to L: drive | [NAME] | Accounts Administration | Windows XP | Account Admin | Modify | Access | True | PacuanL |  | [NAME] | 2012-02-14 10:48:00 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Spoke to the user. User stated that this has already been resolved. | [NAME]
2012-02-14 10:42:39 | 2012-02-14 10:50:38 | INC0017803 | 5 - Medium | Service Request | Closed |  | User changed her password and cannot log in | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-14 10:47:09 | 2701-03-21 00:00:00 | 2701-03-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Unlocked user's account in Active Directory. | [NAME]
2012-02-14 10:43:59 | 2012-02-14 10:58:11 | INC0017804 | 5 - Medium | Incident | Closed |  | Outlook was frozen trying to open something | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-14 10:58:11 | 2700-12-31 00:00:00 | 2700-12-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | We were forced and shut down and restart outlook for her to regain access to the computer. | [NAME]
2012-02-14 10:47:46 | 2012-02-15 15:43:30 | INC0017805 | 5 - Medium | Service Request | Closed |  | OPS_JamisonB needs to be reviewed and corrected | [NAME] | Intel Server Support | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-15 13:50:44 | 2818-08-27 00:00:00 | 2818-08-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Mirrored account as requested. | [NAME]
2012-02-14 10:49:41 | 2012-02-17 11:25:37 | INC0017807 | 5 - Medium | Service Request | Resolved |  | Outlook pop ups every 30 seconds | [NAME] | Service Desk | Outlook 2003 | Applications | Business Applications | Configuration | True | [NAME] |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved (3 Strike) | -Called customer but unable to reach him, 3rd attempt; resolving ticket | [NAME]
2012-02-14 10:50:27 | 2012-02-14 11:22:51 | INC0017809 | 5 - Medium | Incident | Closed |  | PDFs aren't printing all the pages | [NAME] | Service Desk | Printer | Printing | Hardware | Access | False | system |  | [NAME] | 2012-02-14 11:02:19 | 2699-12-08 00:00:00 | 2699-12-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This problem has been corrected. In order to fix this problem follow these steps._x000D_ _x000D_ Start to print the document._x000D_ Before you hit the print button click on the Advanced Button. _x000D_ Under the heading "Font and Resource Policy" click on the drop down and click "Send for Each Page"._x000D_ Print as usual. | [NAME]
2012-02-14 10:52:01 | 2012-02-14 10:55:34 | INC0017811 | 5 - Medium | Incident | Closed |  | IE Issue, Outlook not configured | [NAME] | Deskside - PA | Laptop | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-14 10:55:34 | 2699-09-05 00:00:00 | 2699-09-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | All issues resolved | [NAME]
2012-02-14 10:55:54 | 2012-02-14 10:58:16 | INC0017812 | 5 - Medium | Incident | Closed |  | Printer error | [NAME] | Deskside - PA | Printer | Hardware | Peripheral | Fault/Error | False | system |  | [NAME] | 2012-02-14 12:00:39 | 2699-01-15 00:00:00 | 2699-01-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Work Around) | Printer error. Error: incorrect paper size detected. | [NAME]
2012-02-14 10:57:03 | 2012-02-14 11:26:41 | INC0017813 | 5 - Medium | Service Request | Closed | Assigned External | Aegis Account Information | [NAME] | Service Desk | Aegis (Prod) | Account Admin | Reset | Password | False | system | OIS-SVC-1172 | [NAME] | 2012-02-14 11:04:05 | 2698-11-07 00:00:00 | 2698-11-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | The user do have a valid Aegis account.  He need to use the Network user name and password to logon to Aegis_x000D_  _x000D_ --Michelle _x000D_    Closed By:[NAME], Wey-Ning (Michelle - QIS)     Date Closed: 14-Feb-12 _x000D_    Status:     COMPLETED _x000D_ | [NAME]
2012-02-14 10:58:40 | 2012-02-14 11:59:58 | INC0017814 | 5 - Medium | Incident | Closed |  | Laptop Refresh. | [NAME] | Deskside - PA | Laptop | Hardware | Computer | Fault/Error | False | system |  | [NAME] | 2012-02-14 12:00:54 | 2816-11-11 00:00:00 | 2816-11-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] issue resolved - Diabled DEP in BIOS. Laptop deployed | [NAME]
2012-02-14 11:01:27 | 2012-02-14 11:04:31 | INC0017815 | 5 - Medium | Service Request | Closed |  | Clear space issue on the SpotFire R&D production server - MD1AS040 | [NAME] | CZ - Collaboration & BI - Support | MD1AS040 | Applications | COTS | New Request | False | system |  | [NAME] | 2012-02-14 11:03:24 | 2698-02-16 00:00:00 | 2698-02-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Space cleared on MD1AS040 server. now the C: drive got sufficient amount of space in the server. | [NAME]
2012-02-14 11:09:17 | 2012-02-14 11:14:05 | [NAME] | 5 - Medium | Service Request | Closed |  | On The Go Grid Pin Reset | [NAME] | Service Desk | OnTheGo | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-14 11:10:42 | 2696-11-03 00:00:00 | 2696-11-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Reset users grid guard account. | [NAME]
2012-02-14 11:10:10 |  | INC0017820 | 5 - Medium | Incident | In Progress |  | User is unable to open Excel file from Sharepoint | [NAME] | Deskside - Gaithersburg | Excel 2003 | Applications | COTS | Access | True | KeyserM |  | [NAME] | 2012-02-14 11:35:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-14 11:12:16 | 2012-02-14 11:20:57 | INC0017822 | 5 - Medium | Service Request | Assigned |  | Request for SAP GUI to be installed | [NAME] | Service Desk | SAP ECC (Prod) | Applications | Business Applications | Install/Remove | True | HeathC |  | [NAME] | 2012-02-14 12:23:40 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 1 | Not Solved | This issue has NOT been resolved | [NAME]
2012-02-14 11:13:05 | 2012-02-15 14:23:43 | INC0017823 | 5 - Medium | Incident | Closed |  | [NAME] Issues | [NAME] | Voice | [NAME] | Telephony | [NAME] | Access | False | system |  | [NAME] | 2012-02-14 11:19:22 | 2814-06-30 00:00:00 | 2814-06-30 00:00:00 | telephone | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account created and was able to leave a voice message... | [NAME]
2012-02-14 11:31:33 | 2012-02-14 12:11:13 | INC0017828 | 5 - Medium | Incident | Closed |  | locked out of medimmune.com | [NAME] | Service Desk | Medimmune WebSite (N/A) | Applications | Mobile Applications | Log In Issue | False | system |  | [NAME] | 2012-02-14 11:50:25 | 2693-03-08 00:00:00 | 2693-03-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | I had remoted in and then open up internet explorer with ops credentials then click on tools then clicked on internet options to bring up internet properties_x000D_ select the security tab, select trusted sites , click on sites button_x000D_ uncheck the require server verification(https:) for all sites in this zone_x000D_ click the add button and enter http://*.medimmune.com_x000D_ click close, return to internet explorer and was on medizone page _x000D_ | [NAME]
2012-02-14 11:33:09 | 2012-02-14 11:41:41 | INC0017829 | 5 - Medium | Incident | Closed |  | Trouble with docking station (no power) - not registering the laptop | [NAME] | Service Desk | CI Not Found | Hardware | Peripheral | Performance | False | system |  | Stephanie Hightower | 2012-02-14 11:41:41 | 2692-12-02 00:00:00 | 2692-12-02 00:00:00 | Docking station not working | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Christine checked the power source of her docking station and found that it was not securely plugged in._x000D_ She now is able to use her laptop on the docking station. | Stephanie Hightower
2012-02-14 11:34:56 | 2012-02-14 12:06:10 | INC0017830 | 5 - Medium | Service Request | Closed |  | Unable to access Intercall account setup page | [NAME] | Service Desk | Intercall (N/A) | Applications | COTS | Request For Information | False | system |  | [NAME] | 2012-02-14 12:04:46 | 2692-08-17 00:00:00 | 2692-08-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | -Opened link by right clicking "open new window". | [NAME]
2012-02-14 11:42:07 | 2012-02-14 11:43:20 | INC0017832 | 5 - Medium | Service Request | Closed |  | User Account Lockout | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  |  |  | 2691-06-13 00:00:00 | 2691-06-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Users account was already unlocked. | [NAME]
2012-02-14 11:42:21 | 2012-02-17 15:08:44 | [NAME] | 5 - Medium | Service Request | Resolved | Assigned External | locked out of SAP | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | True | KrittJ | 305455 | [NAME] | 2012-02-14 11:59:52 | 00:00:00 |  | [NAME] reset | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Sorry - I received an email that said the ticket was closed so I thought that meant no response was needed._x000D_ _x000D_ My password was reset on Tuesday and everything is fine now._x000D_ _x000D_ Thanks,_x000D_ Kelly_x000D_ _x000D_ | [NAME]
2012-02-14 11:43:40 |  | INC0017834 | 5 - Medium | Service Request | Assigned | Pending Customer | Outlook meetings not scheduling correctly | [NAME] | Service Desk | Outlook 2003 | Applications | Business Applications | Configuration | True | PreisendorferR |  | [NAME] | 2012-02-16 11:06:36 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3
2012-02-14 11:44:04 | 2012-02-15 10:02:53 | INC0017835 | 5 - Medium | Service Request | Closed |  | ops_lancastermi being logged off RDP sessions due to inactivity timeout | [NAME] | Intel Server Support | Other | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-14 17:44:50 | 2809-05-28 00:00:00 | 2809-05-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Updated settings so that they do not disconnect when idle. If you are currently connected, you will need to logout and relogin (NOT just disconnect) to recieve the new settings. | [NAME]
2012-02-14 11:45:41 | 2012-02-15 17:08:36 | INC0017836 | 5 - Medium | Service Request | Closed | Assigned External | PRID Account reset | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system | AZ 3018196 | [NAME] | 2012-02-14 11:48:44 | 2809-02-20 00:00:00 | 2809-02-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Called AZ for update...ticket has been resolved. | [NAME]
2012-02-14 11:53:35 | 2012-02-14 11:58:51 | INC0017840 | 5 - Medium | Service Request | Closed |  | GridGaurd Account Reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-14 11:58:51 | 2689-07-25 00:00:00 | 2689-07-25 00:00:00 | GridGaurd | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | User is now able to login witha new Pin and Position | [NAME]
2012-02-14 11:55:18 | 2012-02-22 13:41:03 | INC0017841 | 5 - Medium | Service Request | Resolved |  | Insight password reset | [NAME] | Service Desk | Insight | Applications | Business Applications | [NAME] | True | StallingsT |  | [NAME] | 2012-02-15 11:16:37 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Called user and he states he is able to log into Insight now. | [NAME]
2012-02-14 11:57:31 | 2012-02-15 14:48:21 | INC0017842 | 5 - Medium | Incident | Closed |  | Outlook is crashing constantly. Part of larger Frederick issue. | [NAME] | Executive Support | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | Farzin Saghri | 2012-02-14 12:21:12 | 2807-03-13 00:00:00 | 2807-03-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Removed disabled items in outlook. Ran outlook again, issue resolved. Advised [NAME] to call me back if the same issue occurs. | Farzin Saghri
2012-02-14 12:02:34 | 2012-02-15 14:38:09 | INC0017845 | 5 - Medium | Service Request | Closed | Pending Customer | Needs [NAME] reset | [NAME] | Voice | [NAME] | Telephony | [NAME] | [NAME] | False | system |  | [NAME] | 2012-02-14 12:03:38 | 2806-05-14 00:00:00 | 2806-05-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Left a test message for the user... | [NAME]
2012-02-14 12:03:49 | 2012-02-15 15:17:14 | INC0017846 | 5 - Medium | Incident | Closed | Pending Customer | User needs permission to [NAME] | [NAME] | Accounts Administration | Outlook 2003 | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-14 12:10:24 | 2806-02-28 00:00:00 | 2806-02-28 00:00:00 |  | 1-2 Users Affected | Avinash Dunham | False | 0 | Solved (Permanently) | EU has been granted access to both the MedOrgContracts and MediAssist mailboxes. | [NAME]
2012-02-14 12:08:15 | 2012-02-14 12:24:17 | INC0017850 | 5 - Medium | Service Request | Closed |  | Outlook not sending out an update for meeting | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | How To | False | system |  | [NAME] | 2012-02-14 12:24:17 | 2687-02-26 00:00:00 | 2687-02-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | When she tried online she was not receiving the same error message and the update was sent out. | [NAME]
2012-02-14 12:11:01 | 2012-02-15 14:35:52 | INC0017851 | 5 - Medium | Service Request | Closed | Pending Customer | New Hire - Contractor - Akshat Prasad, 2/15/12, please assign voice 81218 | [NAME] | Voice | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | False | system |  | [NAME] | 2012-02-14 12:14:05 | 2804-12-23 00:00:00 | 2804-12-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account created and instructions sent to the user... | [NAME]
2012-02-14 12:12:57 | 2012-02-15 12:35:32 | INC0017852 | 5 - Medium | Service Request | Closed |  | Replacement Battery | [NAME] | Deskside - Gaithersburg | Battery | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-14 13:21:23 | 2804-08-29 00:00:00 | 2804-08-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-15-12 The battery has been replaced. | [NAME]
2012-02-14 12:20:30 | 2012-02-17 11:20:20 | INC0017853 | 5 - Medium | Service Request | Resolved |  | User could not access onthgo. | [NAME] |  | OnTheGo | Account Admin | Reset | Password | True | [NAME] |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Customer confirmed issue is resolved. | [NAME]
2012-02-14 12:26:05 | 2012-02-15 08:37:40 | INC0017855 | 5 - Medium | Service Request | Closed |  | no personal folder in the home drive directory | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Home Folder | False | system |  | Rankit Thakkar | 2012-02-14 12:51:47 | 2802-07-03 00:00:00 | 2802-07-03 00:00:00 | home drive | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Home Directory Folder Created: SheltonR | Rankit Thakkar
2012-02-14 12:27:05 | 2012-02-17 11:01:42 | INC0017856 | 5 - Medium | Service Request | Resolved |  | New Hire - Contractor, Akshat Prasad 2/15/12 | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | JamisonB |  | [NAME] | 2012-02-14 12:28:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | setup as requested | [NAME]
2012-02-14 12:27:25 |  | INC0017857 | 5 - Medium | Service Request | In Progress |  | 2nd monitor 19" | [NAME] | Deskside - Gaithersburg | Monitor | Hardware | Peripheral | Request/Replace | True | DykstraC |  | Case Dykstra | 2012-02-14 12:30:32 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-14 12:30:07 | 2012-02-14 13:54:03 | INC0017859 | 1 - Critical Outage | Incident | Closed | Pending Customer | Restart the Application and the Rendering Services in Insight Publisher | [NAME] | CZ - Clinical & Regulatory - Support | Insight Publisher (Dev) | Applications | Business Applications | Outage | False | system |  | [NAME] | 2012-02-14 12:40:14 | 2683-07-25 00:00:00 | 2683-07-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Restarted the application.Now the application is working properly.. | [NAME]
2012-02-14 12:33:27 |  | INC0017860 | 4 - High | Service Request | Assigned | Pending Customer | Please grant access for storage team access to MD1VM124 | [NAME] | SAN Storage Support | MD1VM124 | Account Admin | Modify | Access | True | rheringhaus |  | [NAME] | 2012-02-15 13:49:40 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4
2012-02-14 12:35:44 | 2012-02-15 14:29:51 | INC0017861 | 5 - Medium | Service Request | Closed | Pending Customer | Needs [NAME] | [NAME] | Voice | [NAME] | Telephony | [NAME] | [NAME] | False | system |  | [NAME] | 2012-02-14 12:38:03 | 2800-12-01 00:00:00 | 2800-12-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Spoke with the user.  He was able to access his voice mail... | [NAME]
2012-02-14 12:42:43 | 2012-02-15 13:47:30 | INC0017865 | 5 - Medium | Service Request | Closed | Pending Customer | folder access [NAME] | [NAME] | Accounts Administration | MEDIMMUNE13 | Server/Data Center | Database/System | Access Request | False | system |  | Rankit Thakkar | 2012-02-14 12:55:04 | 2799-10-09 00:00:00 | 2799-10-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Granted Access to the user._x000D_ _x000D_ User MUST log-out and log-in to see the changes. | Rankit Thakkar
2012-02-14 12:43:19 | 2012-02-17 13:34:51 | INC0017866 | 5 - Medium | Service Request | Resolved | Pending Customer | User is requesting approval for Visual Studio 2008 | [NAME] | SDD - RD Support | CI Not Found | Applications | Business Applications | Install/Remove | True | ChungS |  | [NAME] | 2012-02-15 15:39:25 | 00:00:00 |  | Visual Studio 2008 | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Microsoft Visual Studio 2008 is already approved._x000D_ | [NAME]
2012-02-14 12:51:25 | 2012-02-16 12:38:45 | INC0017867 | 5 - Medium | Service Request | Resolved | Pending Customer | needs password reset for Medimmune Account Login | [NAME] |  | Insight Publisher (Prod) | Applications | Business Applications | [NAME] | True | StilesH |  | [NAME] | 2012-02-14 13:23:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Can log on. | [NAME]
2012-02-14 12:55:29 | 2012-02-15 17:49:57 | INC0017869 | 5 - Medium | Service Request | Closed | Assigned External | slidedecks | Herve Caspard | Service Desk | Outlook 2003 | Applications | Outlook | Configuration | False | system | AZ 3018388 | [NAME] | 2012-02-14 12:57:57 | 2797-09-03 00:00:00 | 2797-09-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | resolved per AZ | [NAME]
2012-02-14 13:00:44 | 2012-02-16 16:05:24 | INC0017872 | 5 - Medium | Incident | Resolved | Assigned External | Request for access to deleted files. | [NAME] | Storage Restore Team | CI Not Found | Server/Data Center | Database/System | Access | True | LeebP | 2925591 | [NAME] | 2012-02-14 15:11:25 | 00:00:00 |  | File restoration | 1-2 Users Affected | Stephanie Hightower | False | 1 | Solved (Work Around) | We did find one of the folders but it was extremely old.  I spoke to Ariana who gave the go-ahead to resolve the ticket. | [NAME]
2012-02-14 13:00:46 | 2012-02-14 14:12:42 | INC0017873 | 5 - Medium | Service Request | Closed |  | Move File to Production | [NAME] | CZ - Enterprise Application - Support | Other | Server/Data Center | Database/System | s_Database/System_Request For Informatio | False | system |  | [NAME] | 2012-02-14 13:02:44 | 2678-07-12 00:00:00 | 2678-07-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The file had been moved to PRD - http://www.medimmune.com/culture_executive_committee.aspx | [NAME]
2012-02-14 13:04:46 | 2012-02-17 14:54:33 | [NAME] | 5 - Medium | Incident | Resolved |  | Excel is not responding | [NAME] | Deskside - California | Excel 2003 | Applications | COTS | Performance | True | MaggioloM |  | [NAME] | 2012-02-14 13:23:45 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Replaced customer's workstation for a hardware issue as the existing system was out of warranty. | [NAME]
2012-02-14 13:08:07 | 2012-02-15 13:53:54 | INC0017877 | 5 - Medium | Service Request | Closed | Pending Customer | E:\Strategic Operations | [NAME] | Accounts Administration | AD (Active Directory) Account | Server/Data Center | Database/System | Access Request | False | system |  | Rankit Thakkar | 2012-02-14 13:32:18 | 2795-08-07 00:00:00 | 2795-08-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Request Processed._x000D_ _x000D_ User MUST log-out and Log-in to see the changes. | Rankit Thakkar
2012-02-14 13:12:25 | 2012-02-14 13:20:07 | INC0017878 | 5 - Medium | Service Request | Closed |  | User requested information on an employee exchange | [NAME] | Service Desk | CI Not Found | Other | Other | Other | False | system |  | [NAME] | 2012-02-14 13:16:47 | 2676-08-12 00:00:00 | 2676-08-12 00:00:00 | onboarding | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Informed the user that a person coming to Medimmune as part of an employee exchange program should be treated as a new hire, with regards to the onboarding process. | [NAME]
2012-02-14 13:15:26 | 2012-02-17 12:05:33 | INC0017880 | 5 - Medium | Incident | Resolved |  | Fan in Desktop Malfunctioning | [NAME] | Deskside - California | Desktop | Hardware | Computer | Performance | True | MaggioloM |  | [NAME] | 2012-02-14 13:17:33 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | System CA1LKRDWBFW has been replaced with CA1MJNN288W. | [NAME]
2012-02-14 13:15:50 | 2012-02-15 11:19:24 | INC0017881 | 5 - Medium | Service Request | Closed | Pending Customer | Request to add users to Citrix AD Group | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | Rankit Thakkar | 2012-02-15 09:32:10 | 2794-05-01 00:00:00 | 2794-05-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Added Requested Users to the CITRIX-FirefoxTest-CPS4 Group. | Rankit Thakkar
2012-02-14 13:16:28 | 2012-02-21 15:13:38 | INC0017882 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13179 - [NAME] -2/21/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | True | TutuM |  | [NAME] | 2012-02-14 13:21:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account enabled in AD and Exchange. Ticket created for Deskside-PA to setup customer's computer. | [NAME]
2012-02-14 13:16:35 | 2012-02-14 14:42:21 | INC0017883 | 4 - High | Service Request | Resolved |  | Please provide access to the MI-Harmony Mailbox with "Send As" access | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | PacuanL |  | [NAME] | 2012-02-14 13:18:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Granted permission to [NAME] after getting apprvoal from the manager. | [NAME]
2012-02-14 13:18:53 | 2012-02-14 13:33:44 | INC0017887 | 5 - Medium | Incident | Closed |  | Visio Installation request | [NAME] | Service Desk | [NAME] 2003 | Applications | COTS | Access | False | system |  | Stephanie Hightower | 2012-02-14 13:20:30 | 2675-07-21 00:00:00 | 2675-07-21 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Remoted to clients machine and installed Microsoft Visio Standard 2003 | Stephanie Hightower
2012-02-14 13:18:58 | 2012-02-14 14:52:32 | INC0017888 | 5 - Medium | Service Request | Closed |  | Add to group | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-02-14 13:20:33 | 2675-07-16 00:00:00 | 2675-07-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] has been added to the CZ- Commercial support group as requested. | [NAME]
2012-02-14 13:20:08 | 2012-02-14 15:59:53 | INC0017890 | 5 - Medium | Incident | Closed |  | Outlook is not responding/freezes up | [NAME] | Executive Support | Outlook 2003 | Applications | Outlook | Performance | False | system |  | Farzin Saghri | 2012-02-14 13:24:28 | 2675-05-07 00:00:00 | 2675-05-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] profile. User was then able to launch and view his e-mails. Issue resolved. | Farzin Saghri
2012-02-14 13:21:17 | 2012-02-14 13:47:40 | INC0017892 | 5 - Medium | Service Request | Closed |  | Access to MI-Mosaic Hypercare Sharepoint | [NAME] | SDD - GA Support | Sharepoint (Prod) | Account Admin | New | Access | False | system |  | [NAME] | 2012-02-14 13:22:52 | 2675-02-27 00:00:00 | 2675-02-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Greg has been given access to the Medimmune Commercial (MI-Mosaic) SharePoint site. | [NAME]
2012-02-14 13:22:18 | 2012-02-16 10:21:01 | INC0017894 | 5 - Medium | Service Request | Resolved |  | Access to share drive E | [NAME] | Accounts Administration | MD1FS012 | Server/Data Center | Database/System | Access Request | True | PacuanL |  | [NAME] | 2012-02-14 13:30:15 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Read/Write permissions applied upon manager's approval. | [NAME]
2012-02-14 13:22:28 | 2012-02-14 13:34:12 | INC0017895 | 5 - Medium | Incident | Closed |  | User needs Network password reset | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-14 13:34:12 | 2674-12-18 00:00:00 | 2674-12-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) |  | [NAME]
2012-02-14 13:23:47 | 2012-02-14 14:37:39 | INC0017896 | 4 - High | Incident | Closed |  | User is unable to access the H Drive | [NAME] | Accounts Administration | CI Not Found | Server/Data Center | Database/System | Access | False | system |  | Rankit Thakkar | 2012-02-14 14:11:46 | 2674-09-30 00:00:00 | 2674-09-30 00:00:00 | Shared Drive | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Granted Proper permissions to the user._x000D_ User must Reboot and Log-in to see the changes. | Rankit Thakkar
2012-02-14 13:30:30 | 2012-02-15 16:40:11 | INC0017900 | 5 - Medium | Service Request | Closed |  | OLIR for QAS | [NAME] | CZ - Database - Support | Agilent CDS, GxP (Prod) | Applications | Business Applications | Configuration | False | system |  | Neeraj Masson | 2012-02-14 13:34:06 | 2791-12-03 00:00:00 | 2791-12-03 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | OLIR installation done in QAS | Neeraj Masson
2012-02-14 13:34:21 | 2012-02-15 14:27:51 | INC0017903 | 5 - Medium | Service Request | Closed |  | PC Request Form - PCR11268 | [NAME] | Deskside - California | Desktop | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-14 13:36:57 | 2791-04-16 00:00:00 | 2791-04-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Docking station (x200 compatible base), monitor, mouse, keyboard and phone have been installed in Cubicle 1.29 in Santa Clara. | [NAME]
2012-02-14 13:37:18 | 2012-02-15 14:39:37 | INC0017907 | 5 - Medium | Service Request | Closed |  | OLSS schema on the QAS database for Agilent CDS Project | [NAME] | CZ - Database - Support | Agilent CDS, GxP (Prod) | Other | Other | Other | False | system |  | Neeraj Masson | 2012-02-14 13:40:29 | 2790-10-21 00:00:00 | 2790-10-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Informed the user that required schema already exist in database. No action required | Neeraj Masson
2012-02-14 13:40:04 | 2012-02-14 16:17:56 | INC0017909 | 5 - Medium | Incident | Closed |  | prompted for credentials when going to medizone | [NAME] Fontan | Deskside - Gaithersburg | Internet Explorer 7 | Applications | Business Applications | Access | False | system |  | Avinash Dunham | 2012-02-14 14:25:37 | 2672-01-27 00:00:00 | 2672-01-27 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Once we reset the users account the passwords synced up and medizone loaded again. | Avinash Dunham
2012-02-14 13:41:30 | 2012-02-14 13:46:55 | INC0017911 | 5 - Medium | Service Request | Closed |  | Grid Guard Set up | [NAME] | Service Desk | Ad Promo (Prod) | Account Admin | New | Access | False | system |  | [NAME] | 2012-02-14 13:46:55 | 2671-11-02 00:00:00 | 2671-11-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Issue Resolved | [NAME]
2012-02-14 13:41:34 | 2012-02-14 15:29:50 | INC0017912 | 5 - Medium | Incident | Closed |  | Unable to save to H: Drive | [NAME] | Accounts Administration | CI Not Found | Server/Data Center | Database/System | Access | False | system |  | [NAME] | 2012-02-14 13:52:10 | 2671-10-29 00:00:00 | 2671-10-29 00:00:00 | H: Drive | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Permissions are applied. Confirmed with the user that he's able to access the correct HOME drive. | [NAME]
2012-02-14 13:44:38 | 2012-02-16 07:53:17 | INC0017914 | 5 - Medium | Incident | Resolved | Assigned External | SAP - error message- "Q info record not found for vendor [NAME] material" | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Fault/Error | True | HightowerS | TBD | Stephanie Hightower | 2012-02-14 14:27:21 | 00:00:00 |  | SAP ARP | 1-2 Users Affected | Stephanie Hightower | False | 2 | Solved (Permanently) | [NAME] emailed and stated he was able to receive the information in the SAP database. This request can be resolved | Stephanie Hightower
2012-02-14 13:45:46 | 2012-02-15 13:14:12 | INC0017916 | 5 - Medium | Service Request | Closed | Pending Customer | eLMS pin reset | [NAME] | CZ - Enterprise Application - Support | eLMS Enterprise Elements (Prod) | Applications | Business Applications | [NAME] | False | system |  | [NAME] | 2012-02-14 13:46:47 | 2789-05-31 00:00:00 | 2789-05-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user able to login | [NAME]
2012-02-14 13:48:47 | 2012-02-16 12:17:22 | INC0017920 | 5 - Medium | Service Request | Resolved |  | User cannot send as attachment in word | [NAME] |  | Word 2003 | Applications | Business Applications | Configuration | True | [NAME] |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Placed a call to the user.   WE selected outlook at the mail program in the internet setting on the programs tab_x000D_ _x000D_ it worked | [NAME]
2012-02-14 13:49:13 | 2012-02-14 15:00:16 | INC0017921 | 5 - Medium | Service Request | Closed |  | R: access request for [NAME] | [NAME] | Accounts Administration | CI Not Found | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-02-14 13:52:40 | 2670-07-27 00:00:00 | 2670-07-27 00:00:00 | wol | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Gave appropriate permissios to [NAME] after manager's approval. | [NAME]
2012-02-14 13:53:13 | 2012-02-15 09:51:12 | INC0017922 | 5 - Medium | Service Request | Closed |  | Trace Request | [NAME] | Network Level 2 | CI Not Found | Server/Data Center | Database/System | Access Request | False | system |  | [NAME] | 2012-02-14 13:56:18 | 2788-03-10 00:00:00 | 2788-03-10 00:00:00 | usmd3asp003 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | network capture and testing confirmed that there is an application problem | [NAME]
2012-02-14 13:56:48 | 2012-02-14 14:06:20 | INC0017923 | 5 - Medium | Service Request | Closed |  | User would like the rights to edit a Sharepoint group | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-14 14:06:20 | 2669-04-28 00:00:00 | 2669-04-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) |  | [NAME]
2012-02-14 14:01:09 | 2012-02-15 10:25:05 | INC0017926 | 5 - Medium | Service Request | Closed |  | Add MbimbaY and MadsenD to group CITRIX-GDLIMS-DEV-USER-CPS4 | Yolande Mbimba | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-14 14:02:59 | 2786-11-20 00:00:00 | 2786-11-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added after getting approval from the manager. | [NAME]
2012-02-14 14:03:03 | 2012-02-15 10:27:28 | INC0017928 | 5 - Medium | Service Request | Closed |  | Add MbimbaY and MadsenD to group CITRIX-GDLIMS-DEV-USER-CPS4 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-14 14:04:06 | 2786-07-29 00:00:00 | 2786-07-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | ###See ticket INC0017926 for approval since there were two tickets generated for tracking purposes.###_x000D_ _x000D_ Added user after getting approval from the manager._x000D_ _x000D_ reply from: MudrickJ@MedImmune.com_x000D_ _x000D_ Hi, Please grant requested access. Thanks, Jean_x000D_ _x000D_ From: Mbimba, Yolande Nkwanga_x000D_ Sent: Tuesday, February 14, 2012 06:20 PM_x000D_ To: [NAME], Jean_x000D_ Cc: Ye, [NAME]; IS Service Desk <[EMAIL]>; [EMAIL] <[EMAIL]>_x000D_ Subject: RE: INC0017926 - Add MbimbaY and MadsenD to group CITRIX-GDLIMS-DEV-USER-CPS4_x000D_ _x000D_ Hi Jean,_x000D_ _x000D_ Please e-mail below. They need your approval to grant me access to GDLIMS. You can just reply to this e-mail._x000D_ _x000D_ Thanks,_x000D_ _x000D_ Yolande_x000D_ _x000D_ _x000D_ _________________________________x000D_ From: IS Service Desk [mailto:[EMAIL]]_x000D_ Sent: Tuesday, February 14, 2012 2:48 PM_x000D_ To: [NAME], [NAME]; Korczyk@medimmune.com_x000D_ Cc: Ye, Ye_x000D_ Subject: INC0017926 - Add MbimbaY and MadsenD to group CITRIX-GDLIMS-DEV-USER-CPS4_x000D_ _x000D_ ###For Yolande's Access - For tracking purposes###_x000D_ Richard,_x000D_ _x000D_ We need approval from Yolande's manager to give access. If you are the manager, please respond to this email to confirm._x000D_ _x000D_ Thanks!_x000D_ _x000D_ -LEO_x000D_ _x000D_ Ref:MSG0021758_x000D_ To the extent this electronic communication or any of its attachments contain information that is not in the public domain, such information is considered by MedImmune to be confidential and proprietary. This communication is expected to be read and/or used only by the individual(s) for whom it is intended. If you have received this electronic communication in error, please reply to the sender advising of the error in transmission and delete the original message and any accompanying documents from your system immediately, without copying, reviewing or otherwise using them for any purpose. Thank you for your cooperation. | [NAME]
2012-02-14 14:04:29 | 2012-02-14 14:13:36 | INC0017931 | 5 - Medium | Incident | Closed |  | Excel is crashing when trying to open files | [NAME] | Service Desk | Excel 2003 | Applications | Business Applications | Performance | False | system |  | [NAME] | 2012-02-14 14:13:36 | 2668-01-23 00:00:00 | 2668-01-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Office validation tool was on the computer and has been removed. Excel is no longer crashing. | [NAME]
2012-02-14 14:05:44 |  | INC0017934 | 5 - Medium | Incident | In Progress |  | needs more capacity for I: drive for HR | Sandra Black | SAN Storage Support | CI Not Found | Server/Data Center | Database/System | Performance | True | SchultzD |  | [NAME] | 2012-02-14 14:25:29 | 00:00:00 |  | Shared Drive | 1-2 Users Affected | [NAME] | False | 0
2012-02-14 14:06:28 | 2012-02-14 16:13:37 | INC0017936 | 5 - Medium | Service Request | Closed |  | Enable ActiveSync for the users listed in Description | [NAME] | Accounts Administration | Exchange 2010 | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-14 14:37:01 | 2667-09-26 00:00:00 | 2667-09-26 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 1 | Solved (Permanently) | ActiveSync has been enabled for the following users:_x000D_ _x000D_ [EMAIL] _x000D_ [EMAIL] _x000D_ [EMAIL] _x000D_ [EMAIL] _x000D_ [EMAIL] _x000D_ [EMAIL] _x000D_ [EMAIL] _x000D_ [EMAIL] _x000D_ gutierrezt@medimmune.com_x000D_ | [NAME]
2012-02-14 14:12:51 | 2012-02-14 14:39:39 | INC0017938 | 5 - Medium | Incident | Resolved |  | SBYMAS063- User not able to access remotely- Not accepting Citrix connections | [NAME] | CZ - Middleware & Citrix - Support | SBYMAS063 | Server/Data Center | Database/System | Access | True | TchaboJ |  |  | 2012-02-21 11:18:29 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | restarted server | [NAME]
2012-02-14 14:24:04 | 2012-02-17 11:35:56 | INC0017942 | 5 - Medium | Service Request | Resolved |  | New network port needs to be created | [NAME] | Deskside - Gaithersburg | LAN | Network | Wired | Access Request | True | DunhamAv |  | Avinash Dunham | 2012-02-14 15:35:07 | 00:00:00 |  |  | 1-2 Users Affected | Avinash Dunham | False | 1 | Solved (Permanently) | user called in to update he found another port to use in the location. | Avinash Dunham
2012-02-14 14:24:13 | 2012-02-14 14:30:14 | INC0017943 | 5 - Medium | Service Request | Closed |  | Aegis | Ruben Garcia | Service Desk | Aegis (Prod) | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-14 14:30:14 | 2664-10-26 00:00:00 | 2664-10-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | See work log | [NAME]
2012-02-14 14:27:33 | 2012-02-14 14:51:52 | INC0017946 | 5 - Medium | Incident | Closed |  | Shortcuts were missing from desktop | [NAME] | Service Desk | Desktop | Other | Other | Other | False | system |  | [NAME] | 2012-02-14 14:51:52 | 2664-04-09 00:00:00 | 2664-04-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Found all shortcuts that were missing from desktop in the recent documents folder. Restored all shortcuts to the desktop. Using Windows search with a keyword that she provided I was able to find all shortcuts that were missing by viewing the file path from one of the shortcuts. | [NAME]
2012-02-14 14:34:09 | 2012-02-17 12:42:25 | INC0017950 | 5 - Medium | Incident | Resolved | Assigned External | MedImmuneServer 56 needs space added on the C:Drive | [NAME] | Service Desk | MEDIMMUNE56 | Server/Data Center | Database/System | Fault/Error | True | HightowerS | 3015806 | Stephanie Hightower | 2012-02-14 14:39:29 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Per IBM, the server space has  been cleared and the ticket is now resolved. | Stephanie Hightower
2012-02-14 14:40:22 |  | INC0017953 | 5 - Medium | Service Request | In Progress | Pending Customer | IT Support Request form - DeskPhone/Voicemail Activation | [NAME] | Deskside - Gaithersburg | [NAME] | Telephony | [NAME] | Configuration | True | GeorgeMa |  | Case Dykstra | 2012-02-17 14:35:34 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 8
2012-02-14 14:42:54 | 2012-02-14 15:00:36 | INC0017954 | 5 - Medium | Service Request | Closed |  | Request install of [NAME] 2003 | [NAME] | Service Desk | [NAME] 2003 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-14 15:00:36 | 2661-10-01 00:00:00 | 2661-10-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Installed Visio 2003 Standard | [NAME]
2012-02-14 14:46:42 | 2012-02-17 11:54:27 | INC0017956 | 5 - Medium | Service Request | Resolved |  | Request support ticket creation. | [NAME] | Deskside - Gaithersburg | Desktop | Hardware | Computer | Configuration | True | [NAME] |  | [NAME] | 2012-02-14 14:56:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JK- moved unit in ad to the correct ou everything should be fine now. | [NAME]
2012-02-14 14:47:00 | 2012-02-14 15:08:50 | INC0017957 | 5 - Medium | Incident | Closed |  | Cannot access Medimmune homepage | [NAME] | Service Desk | Internet Explorer 7 | Network/Connectivity | Wired | Access | False | system |  | [NAME] | 2012-02-14 15:08:50 | 2661-01-28 00:00:00 | 2661-01-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added webpage to trusted sites | [NAME]
2012-02-14 14:47:27 | 2012-02-17 11:02:09 | INC0017958 | 5 - Medium | Service Request | Resolved |  | New Hire  - [NAME] - Please setup computer and phone | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | JamisonB |  | [NAME] | 2012-02-14 16:17:09 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 5 | Solved (Permanently) | user declined desk phone setup | [NAME]
2012-02-14 14:48:58 | 2012-02-14 14:58:38 | INC0017959 | 5 - Medium | Service Request | Closed |  | Reset password for AD | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-14 14:58:38 | 2660-10-02 00:00:00 | 2660-10-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Password reset | [NAME]
2012-02-14 14:51:20 | 2012-02-15 11:59:26 | INC0017960 | 5 - Medium | Service Request | Closed | Pending Customer | Unable to log into Network | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-14 14:54:52 | 2778-08-23 00:00:00 | 2778-08-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Per email from [NAME] (EU); Yes. I got the pwd and everything is fine. | [NAME]
2012-02-14 14:54:13 | 2012-02-16 08:38:26 | INC0017961 | 5 - Medium | Service Request | Resolved |  | User requesting replacement docking station | [NAME] | Deskside - Frederick | [NAME] | Hardware | Peripheral | Request/Replace | True | BosherB |  | [NAME] | 2012-02-14 15:29:45 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | dropped off replacement docking station to user | [NAME]
2012-02-14 14:56:40 | 2012-02-17 18:41:35 | [NAME] | 5 - Medium | Service Request | Resolved | Pending Customer | New Computer | Deniz Koteen | Service Desk | Desktop | Hardware | Computer | Request/Replace | True | YeY |  | [NAME] | 2012-02-14 14:59:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | INC0019338 | [NAME]
2012-02-14 14:59:38 |  | INC0017963 | 5 - Medium | Incident | Assigned |  | excel files opening very slowly that are located on a network drive. | [NAME] | SAN Storage Support | Excel 2003 | Applications | Business Applications | Performance | True | HallW |  |  | 2012-02-17 10:51:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-14 15:03:00 | 2012-02-14 15:17:10 | INC0017964 | 5 - Medium | Service Request | Closed |  | Sound is not working on my computer | [NAME] | Service Desk | Desktop | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-14 15:04:06 | 2658-06-13 00:00:00 | 2658-06-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I selected the proper play back device and the sound started working again. | [NAME]
2012-02-14 15:03:29 | 2012-02-16 13:01:57 | INC0017965 | 5 - Medium | Service Request | Resolved |  | User has two user accounts in AD and would like one eliminated | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | PacuanL |  | [NAME] | 2012-02-14 15:11:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Called the user and informed her that I have disabled the wrong account and hid it from the GAL. All membership from the old account were transfered to the correct account. | [NAME]
2012-02-14 15:05:11 | 2012-02-15 14:25:58 | INC0017966 | 5 - Medium | Service Request | Closed | Pending Customer | Phone Installation | [NAME] | Deskside - California | [NAME] | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-14 16:04:44 | 2776-05-14 00:00:00 | 2776-05-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Phone has been installed in Santa Clara Location (cubicle 1.29) | [NAME]
2012-02-14 15:18:58 |  | INC0017976 | 5 - Medium | Service Request | Pending | Pending Customer | Hiring of  Temp Resource - Christina Hoffman | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | New | Account | True | YeY |  | [NAME] | 2012-02-14 15:23:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-14 15:19:09 | 2012-02-14 16:24:46 | INC0017977 | 4 - High | Service Request | Closed |  | add to groups | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-14 15:42:33 | 2655-10-18 00:00:00 | 2655-10-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Added user to the specified groups. | [NAME]
2012-02-14 15:21:56 | 2012-02-14 15:43:53 | INC0017978 | 5 - Medium | Incident | Closed |  | Having Problems with Outlook | [NAME] | Service Desk | Outlook 2003 | Applications | COTS | Access | False | system |  | [NAME] | 2012-02-14 15:40:43 | 2655-05-04 00:00:00 | 2655-05-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Updated Outlook with his current network password and he was able to get his e-mails. | [NAME]
2012-02-14 15:23:11 | 2012-02-14 16:04:20 | INC0017979 | 5 - Medium | Incident | Closed |  | Outlook not loading correctly | Varghese [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] |  | 2655-02-18 00:00:00 | 2655-02-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | I called EU back to try and get to email settings thru control panel_x000D_ -When I looked at mail settings via control panel I see a OST and account already created_x000D_ -I ran outlook.exe and then outlook loaded up ok_x000D_ -When outlook loaded I was promted to make office outlook default, which means some how EU outlook loading to outlook express_x000D_ -I was able to test a couple times all is ok will be resolving this ticket | [NAME]
2012-02-14 15:26:18 |  | INC0017980 | 5 - Medium | Incident | Pending | Assigned External | Aegis is not allowing more than one document to open | [NAME] | Service Desk | Aegis (Prod) | Applications | Business Applications | Fault/Error | True | StallingsT | OIS-SVC-1176 | [NAME] | 2012-02-14 15:32:15 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-14 15:28:47 | 2012-02-15 11:20:42 | INC0017981 | 5 - Medium | Service Request | Closed |  | Requests a mouse for her laptop | [NAME] | Deskside - Gaithersburg | [NAME] | Hardware | Peripheral | Request/Replace | False | system |  | Avinash Dunham | 2012-02-14 15:31:45 | 2772-06-28 00:00:00 | 2772-06-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Gave user a new mouse | Avinash Dunham
2012-02-14 15:29:00 | 2012-02-15 11:45:53 | INC0017982 | 5 - Medium | Service Request | Closed | Pending Customer | new users to shared mailbox | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Distribution List | False | system |  | [NAME] | 2012-02-14 17:16:34 | 2772-06-15 00:00:00 | 2772-06-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] full mailbox access and send as permission after getting approval from the owner. | [NAME]
2012-02-14 15:29:54 | 2012-02-14 15:38:00 | INC0017983 | 5 - Medium | Incident | Closed |  | outlook closes and loses connectivity intermittently. | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-14 15:36:55 | 2654-01-11 00:00:00 | 2654-01-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | created new profile. issue appears resolved. | [NAME]
2012-02-14 15:34:00 | 2012-02-14 16:00:13 | INC0017985 | 5 - Medium | Service Request | Closed |  | MS Project install. | [NAME] | Service Desk | Project 2003 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-14 16:00:13 | 2653-05-10 00:00:00 | 2653-05-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed MS project and MS visio on user Laptop. | [NAME]
2012-02-14 15:43:15 | 2012-02-15 15:49:40 | INC0017991 | 5 - Medium | Service Request | Closed |  | New PC Request- VIP | [NAME] | Executive Support | Laptop | Hardware | Computer | Request/Replace | False | system |  | Farzin Saghri | 2012-02-14 15:52:24 | 2770-02-11 00:00:00 | 2770-02-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Setup complete. Transfered all data over to new workstation. Ticket closure. | Farzin Saghri
2012-02-14 15:43:46 | 2012-02-14 15:54:28 | INC0017992 | 5 - Medium | Incident | Closed |  | can't drag files | [NAME] | Service Desk | Windows XP | Applications | OS | Performance | False | system |  | [NAME] | 2012-02-14 15:54:28 | 2651-10-02 00:00:00 | 2651-10-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I recommended the user reboot and see if he still has this issue. He didn't want to reboot at this time, he will call back if he still has this issue. | [NAME]
2012-02-14 15:44:32 | 2012-02-17 13:28:51 | INC0017994 | 5 - Medium | Service Request | Resolved | Pending Customer | requests new PC | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Request/Replace | True | SuttonJo |  | [NAME] | 2012-02-17 11:50:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4 | Solved (Permanently) | JS 02-17-12 I have upgraded the machine. | [NAME]
2012-02-14 15:50:07 | 2012-02-16 16:04:56 | INC0017997 | 5 - Medium | Service Request | Resolved |  | File Restoration | [NAME] | Storage Restore Team | LOUISVILLE1 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | LeebP |  | [NAME] | 2012-02-14 15:54:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | We did find one of the folders but it was extremely old.  I spoke to Ariana who gave the go-ahead to resolve the ticket. | [NAME]
2012-02-14 15:50:30 | 2012-02-16 09:40:11 | INC0017998 | 5 - Medium | Service Request | Resolved | Pending Customer | [NAME] password | [NAME] | Voice | [NAME] | Account Admin | Reset | Password | True | RobertsTr |  | [NAME] | 2012-02-14 15:57:03 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User stated that he has access to his voice mail. | [NAME]
2012-02-14 15:55:53 | 2012-02-14 17:32:55 | INC0018004 | 5 - Medium | Service Request | Closed | Pending Customer | Add users to DLIMS Citrix Groups | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-14 16:37:13 | 2649-10-05 00:00:00 | 2649-10-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Added Shilpa Jain to the group. | [NAME]
2012-02-14 15:57:47 | 2012-02-14 16:21:15 | INC0018009 | 5 - Medium | Incident | Closed |  | Laptop Error Message on Logging In | [NAME] | Executive Support | Laptop | Hardware | Computer | Fault/Error | False | system |  | Farzin Saghri | 2012-02-14 16:09:19 | 2649-06-13 00:00:00 | 2649-06-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Opend up ICAclient, removed default user as current user ID. Renamed it to SefikM, issue resolved. | Farzin Saghri
2012-02-14 15:58:13 | 2012-02-14 16:00:27 | INC0018011 | 5 - Medium | Service Request | Closed |  | Needs OnTheGo reset | [NAME] | Service Desk | OnTheGo | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-14 16:00:27 | 2649-05-18 00:00:00 | 2649-05-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I logged into OnTheGo with my OPS account and reset Johns gridguard._x000D_ - I stayed on the phone with him until he was successfully able to log in. | [NAME]
2012-02-14 16:00:50 | 2012-02-14 16:11:48 | INC0018013 | 5 - Medium | Incident | Closed |  | outlook will not stay connected to the exchange server. | [NAME] | Service Desk | Outlook 2003 | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-14 16:11:48 | 2648-12-12 00:00:00 | 2648-12-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | correctly entered users exchange server address. | [NAME]
2012-02-14 16:03:19 | 2012-02-14 16:17:26 | INC0018014 | 5 - Medium | Service Request | Closed |  | The user asked to have an Efax account created | [NAME] |  | CI Not Found | Applications | Business Applications | Configuration | False | system |  | [NAME] |  | 2648-07-16 00:00:00 | 2648-07-16 00:00:00 | Efax | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account was created.  I gave the user her new fax number.   She has not recieved her confirmation email yet | [NAME]
2012-02-14 16:06:25 | 2012-02-22 11:26:11 | INC0018018 | 5 - Medium | Service Request | Resolved | Pending Customer | Cannot access Hayward calender for updates | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Access Request | True | roosd |  | [NAME] | 2012-02-21 15:16:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | I have granted the user access rights to the calendar in the public folder. | [NAME]
2012-02-14 16:06:40 | 2012-02-14 16:20:38 | INC0018019 | 5 - Medium | Incident | Closed |  | outlook is offline | Trishna Goswami | Service Desk | Outlook 2003 | Applications | Outlook | Access | False | system |  | [NAME] | 2012-02-14 16:20:38 | 2647-12-28 00:00:00 | 2647-12-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I was able to resolve this using the 2nd process. Trishna complains this happens about every 2 weeks, She will reference this ticket if this happens again. | [NAME]
2012-02-14 16:07:24 | 2012-02-14 18:22:34 | INC0018020 | 5 - Medium | Incident | Closed |  | MI-Mosaic offline - Errors after sync | [NAME] | CZ - Commercial - Support | MI Mosaic (Offline) | Applications | Mobile Applications | Synch Issue | False | system |  | [NAME] | 2012-02-14 16:10:51 | 2647-11-14 00:00:00 | 2647-11-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | [NAME] continues to receive synch errors but the data is getting synched.  We are continuing to monitor her account to verify that synching is occuring. | [NAME]
2012-02-14 16:13:50 | 2012-02-17 16:23:13 | INC0018023 | 5 - Medium | Service Request | Resolved | Pending Customer | User needs Service account created | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | True | [NAME] |  | Rankit Thakkar | 2012-02-15 14:33:45 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Resolved. | Rankit Thakkar
2012-02-14 16:21:00 | 2012-02-17 09:46:36 | INC0018026 | 5 - Medium | Service Request | Resolved |  | Unable to create folder in H drive | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Share | True | [NAME] |  | Rankit Thakkar | 2012-02-17 09:31:18 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Resolved. | Rankit Thakkar
2012-02-14 16:22:18 | 2012-02-15 09:16:55 | INC0018027 | 5 - Medium | Incident | Closed |  | Problems with laptop NOT displaying on monitor | [NAME] | Executive Support | Laptop | Hardware | Computer | Performance | False | system |  | Farzin Saghri | 2012-02-14 16:39:32 | 2763-09-13 00:00:00 | 2763-09-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User had the monitor cabled connected to the laptop instead of the docking station. Connected the VGA cable back to the docking station. Issue resolved. | Farzin Saghri
2012-02-14 16:27:33 | 2012-02-15 15:36:23 | INC0018029 | 5 - Medium | Service Request | Closed |  | install ispeed | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | Avinash Dunham | 2012-02-14 16:47:23 | 2762-11-02 00:00:00 | 2762-11-02 00:00:00 | ispeed install | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Successfully installed iSPEED authoring tool,  by creating a template folder in c:/program files/microsoft office/templates _x000D_ and then placed ispeed template file in that location. | Avinash Dunham
2012-02-14 16:30:56 | 2012-02-14 17:10:02 | INC0018031 | 5 - Medium | Service Request | Closed | Pending Customer | eLMS Password reset | [NAME] | CZ - Enterprise Application - Support | Elements | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-14 16:32:04 | 2644-01-02 00:00:00 | 2644-01-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user able to login | [NAME]
2012-02-14 16:32:25 | 2012-02-14 16:43:53 | INC0018032 | 5 - Medium | Incident | Closed |  | elements login problem | [NAME] | Service Desk | Elements | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-14 16:39:36 | 2643-10-05 00:00:00 | 2643-10-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Had walked [NAME] through putting in her Network ID, Network Password _x000D_ and she was successful at logging in. | [NAME]
2012-02-14 16:32:39 | 2012-02-15 11:36:13 | INC0018033 | 5 - Medium | Service Request | Closed |  | User needs Deskside to assist with setting up a new hire's computer | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Request/Replace | False | system |  | Avinash Dunham | 2012-02-14 16:46:27 | 2761-12-31 00:00:00 | 2761-12-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Computer was not connected to the network, I reenabled it in Active Directory and the user is now able to log on. | Avinash Dunham
2012-02-14 16:34:28 | 2012-02-17 11:23:06 | INC0018035 | 5 - Medium | Service Request | Resolved |  | User need his SAP profile updated with his correct employee number | [NAME] |  | SAP BI (Prod) | Account Admin | Modify | Access | True | [NAME] |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Unable to reach customer; 3rd attempt; resolving ticket | [NAME]
2012-02-14 16:35:52 | 2012-02-14 16:38:39 | INC0018037 | 5 - Medium | Service Request | Closed |  | User could not access OTG | [NAME] | Service Desk | AD (Active Directory) Account | Network | On The Go | How To | False | system |  | [NAME] | 2012-02-14 16:38:39 | 2643-03-12 00:00:00 | 2643-03-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User was able to get into OTG | [NAME]
2012-02-14 16:39:22 | 2012-02-14 17:02:41 | INC0018040 | 5 - Medium | Service Request | Closed |  | User needs his network account extended. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-14 17:42:24 | 2642-08-14 00:00:00 | 2642-08-14 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | Called IBM and had them reopen the ticket. | [NAME]
2012-02-14 16:48:56 | 2012-02-22 14:01:44 | INC0018043 | 5 - Medium | Incident | Resolved | Assigned External | SAP ARP unable to attach task list | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Fault/Error | True | StallingsT | 3016007 | [NAME] | 2012-02-14 16:50:04 | 00:00:00 |  | SAP ARP | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | AZ Helpdesk called user and the issue has been resolve._x000D_ | [NAME]
2012-02-14 16:52:25 | 2012-02-14 17:42:02 | INC0018044 | 5 - Medium | Incident | Closed |  | needs to have the verification password changed | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-14 17:42:02 | 2640-06-22 00:00:00 | 2640-06-22 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | I contacted [NAME] and asked him was he logging in with his Network ID, Network Password _x000D_ I asked him to try logging in to the elements page and login with his network id, network password _x000D_ I asked him when entering his verification password to enter his network password and once entered he was successful. | [NAME]
2012-02-14 16:53:17 | 2012-02-14 17:16:59 | INC0018046 | 5 - Medium | Service Request | Closed |  | [NAME] request | [NAME] | Service Desk | [NAME] | Applications | COTS | Software Install | False | system |  | [NAME] | 2012-02-14 17:16:59 | 2640-05-01 00:00:00 | 2640-05-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) |  | [NAME]
2012-02-14 16:59:28 | 2012-02-15 09:38:34 | INC0018047 | 5 - Medium | Service Request | Closed |  | request for  2nd network port 145-153b | [NAME] | Deskside - Gaithersburg | [NAME] | Network | Wired | Access Request | False | system |  | [NAME] | 2012-02-14 17:06:15 | 2757-08-05 00:00:00 | 2757-08-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Activated the mentioned port | [NAME]
2012-02-14 17:00:18 | 2012-02-16 10:37:28 | INC0018050 | 5 - Medium | Service Request | Resolved |  | Enable ActiveSync for the users listed in Description | [NAME] | Exchange Server Support | Exchange 2010 | Account Admin | Modify | Access | True | AliA |  | [NAME] | 2012-02-15 15:01:38 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Enabled for active sync | [NAME]
2012-02-14 17:16:41 | 2012-02-15 11:44:47 | INC0018054 | 5 - Medium | Service Request | Closed |  | new users to shared mailbox | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-14 17:18:38 | 2754-10-07 00:00:00 | 2754-10-07 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Gave full mailbox access and send as permission to [NAME] after getting approval from the owner. | [NAME]
2012-02-14 17:26:27 | 2012-02-14 21:40:05 | INC0018057 | 1 - Critical Outage | Incident | Closed | Assigned External | cannot generate reports in trackwise Qims | [NAME] | CZ - Enterprise Application - Support | TrackWise - QIMS (DVCS/MPCRS) (Prod) | Applications | Business Applications | Fault/Error | False | system | 3016402 | Sridharan Balasubramanian | 2012-02-14 17:33:04 | 2634-11-19 00:00:00 | 2634-11-19 00:00:00 |  | 101 or more Users Affected | [NAME] | False | 0 | Solved (Permanently) | RFC 14617 has been raised to change the timezone settings in MD1A042 Trackwise server. | [NAME]
2012-02-14 18:07:47 | 2012-02-14 19:59:09 | INC0018065 | 5 - Medium | Service Request | Closed |  | Change support group for CI SBYMAS062 to UNIX Server Support | [NAME] | ServiceNow [NAME] | SBYMAS062 | ServiceNow | CMDB | Update Item | False | system |  |  | 2012-02-14 18:09:30 | 2628-02-04 00:00:00 | 2628-02-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Changed server SBYMAS062 and 4 or five others that were incorrect | [NAME]
2012-02-14 18:25:18 | 2012-02-14 18:59:25 | INC0018067 | 5 - Medium | Service Request | Closed |  | Inventory new deskside equipment and arrange in storage room | [NAME] | Deskside - California | Laptop | Hardware | Computer | Configuration | False | system |  | [NAME] | 2012-02-14 18:33:47 | 2625-03-20 00:00:00 | 2625-03-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] inventoried the last of the items that came in | [NAME]
2012-02-14 18:51:34 | 2012-02-22 15:24:19 | INC0018073 | 5 - Medium | Service Request | Resolved |  | Inventory new deskside equipment and arrange in storage room | [NAME] | Deskside - California | Laptop | Hardware | Computer | Request/Replace | True | MaggioloM |  | [NAME] | 2012-02-14 18:55:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Moved new units into storage room and added to New End User Inventory Sheet. | [NAME]
2012-02-14 18:57:22 | 2012-02-15 14:32:33 | INC0018075 | 1 - Critical Outage | Incident | Closed | Assigned External | Re-boot the application server MD1AS042 and the Database server MD1AS043 | Sridharan Balasubramanian | Service Desk | TrackWise - QIMS (DVCS/MPCRS) (Prod) | Applications | Business Applications | Performance | False | system | 3016402 | [NAME] | 2012-02-14 19:14:25 | 2738-03-24 00:00:00 | 2738-03-24 00:00:00 |  | 101 or more Users Affected | [NAME] | False | 1 | Solved (Permanently) | Sridharan notified there is no longer an issue | [NAME]
2012-02-14 18:58:18 | 2012-02-15 10:31:21 | INC0018076 | 5 - Medium | Service Request | Closed |  | User received call asking about Windows Error Reports | [NAME] | Security Team | CI Not Found | Other | Other | Other | False | system |  | [NAME] | 2012-02-14 19:07:57 | 2738-01-27 00:00:00 | 2738-01-27 00:00:00 | Possible Phising Scam | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Incident investigated and is a phishing attempt.  Client did not fall for it so no malicious code is on his system.  I'm available to discuss with him at any time x85097 | [NAME]
2012-02-14 19:27:01 | 2012-02-16 16:11:43 | INC0018081 | 5 - Medium | Incident | Resolved |  | can't open a file from softmax pro | [NAME] | Deskside - California | CI Not Found | Applications | COTS | Performance | True | liceaj |  | [NAME] | 2012-02-14 19:41:09 | 00:00:00 |  | Application | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The user is able to use the file after the error comes up. Checked with [NAME]'s web site and they did not have a solution. The user stated his workaround is ok. | [NAME]
2012-02-14 19:28:32 |  | INC0018082 | 5 - Medium | Service Request | Pending | Assigned External | SAP Password Reset | [NAME] | Service Desk | SAP BI (Dev) | Account Admin | Reset | Password | True | LockS | 3019517 | [NAME] | 2012-02-14 19:38:00 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-14 20:07:19 | 2012-02-21 13:16:59 | INC0018087 | 5 - Medium | Incident | Resolved | Pending Customer | cannot receive emails when connected wireless | [NAME] | Service Desk | Outlook 2003 | Network/Connectivity | Wireless | Performance | True | ChenTa |  | [NAME] | 2012-02-14 20:16:24 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved (3 Strike) | See notes | [NAME]
2012-02-14 20:10:09 | 2012-02-14 20:13:13 | [NAME] | 5 - Medium | Service Request | Closed |  | EU unable to log into web mail. | [NAME] | Service Desk | Outlook 2003 | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-14 20:13:13 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | issue resolved itself while on call | [NAME]
2012-02-14 20:15:16 | 2012-02-14 20:30:01 | INC0018089 | 5 - Medium | Service Request | Closed |  | Ipad | [NAME] | Service Desk | iPad | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-14 20:30:01 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Had user use the [NAME] password | [NAME]
2012-02-14 20:40:13 | 2012-02-14 20:56:16 | INC0018092 | 5 - Medium | Incident | Closed |  | Working remotely OTG no access to sharepoint | Asheesh Chhabra | Service Desk | Sharepoint (Prod) | Applications | Business Applications | Access | False | system |  | [NAME] |  | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I remoted Via webex but when we tried to duplicate the issue the issue was not being reproduced_x000D_ -We tested a couple times issue not appearing | [NAME]
2012-02-14 21:34:12 | 2012-02-15 11:55:18 | INC0018099 | 5 - Medium | Service Request | Closed |  | Access Denied to Home folder on H: drive | [NAME] | Accounts Administration | Windows XP | Account Admin | Modify | Access | False | system |  | Rankit Thakkar | 2012-02-15 09:30:21 | 2846-03-19 00:00:00 | 2846-03-19 00:00:00 | Network H drive | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Granted Proper access to User's Home Directory Folder._x000D_ _x000D_ User MUST reboot and reconnect to the network to see the changes. | Rankit Thakkar
2012-02-14 21:45:39 |  | INC0018102 | 5 - Medium | Incident | Assigned |  | error when opening a doc in KIMunity | [NAME] | SDD - RD Support | KIMunity (Prod) | Applications | Business Applications | Performance | True | PusslerJ |  | [NAME] | 2012-02-14 21:46:46 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-14 23:12:00 |  | INC0018107 | 5 - Medium | Service Request | Pending | Pending Part | Low battery life | Emil Michelotti | Deskside - Gaithersburg | Battery | Hardware | Computer | Request/Replace | True | SuttonJo |  | [NAME] | 2012-02-15 08:03:41 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-14 23:30:45 |  | INC0018109 | 5 - Medium | Service Request | Pending | Assigned External | HR/PY Printers migration. | [NAME] | Service Desk | SBYMAS332 | Server/Data Center | Hardware | Configuration | True | YeY | 3016833 | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 00:39:31 |  | INC0018111 | 5 - Medium | Service Request | In Progress | Pending Customer | Software Installations for md1as273 and slave nodes | [NAME] | Deskside - Gaithersburg | MD1AS273M | Applications | Business Applications | Install/Remove | True | SuttonJo |  | [NAME] | 2012-02-17 23:17:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-15 00:50:20 | 2012-02-15 14:21:28 | INC0018112 | 4 - High | Service Request | Closed |  | Add test accounts to [NAME] | [NAME] | Intel Server Support | AD (Active Directory) Account | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-15 13:45:53 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Accounts created | [NAME]
2012-02-15 01:01:42 | 2012-02-15 15:15:48 | INC0018113 | 5 - Medium | Service Request | Closed |  | Service Now Additions | [NAME] | ServiceNow [NAME] | CI Not Found | ServiceNow | Groups | Add to Group | False | system |  | [NAME] | 2012-02-15 14:18:11 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 | Service Now Additions | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | The following were added to the iTech Support group:_x000D_ [NAME] Sutton_x000D_ Avinash Dunham_x000D_ [NAME] Khan_x000D_ [NAME] was added to the Deskside Gaithersburg support group as requested | [NAME]
2012-02-15 01:08:43 | 2012-02-17 12:56:49 | INC0018114 | 5 - Medium | Service Request | Resolved |  | Add JAINS to the group CITRIX-GDLIMS-DEV-USER-CPS4 | [NAME] | Accounts Administration | Citrix | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-17 05:37:41 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Icon on the desktop. | [NAME]
2012-02-15 01:26:06 | 2012-02-23 08:04:24 | [NAME] | 5 - Medium | Service Request | Resolved | Pending Part | Check DNS for [md1dsv003] | [NAME] | Intel Server Support | USMD1DSV003 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | FoerterL |  | [NAME] | 2012-02-15 01:29:39 | 00:00:00 |  | MD1DSV003 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Done _x000D_ | [NAME]
2012-02-15 01:37:03 | 2012-02-17 23:14:24 | INC0018117 | 5 - Medium | Service Request | Resolved | Pending Customer | Out of office reply | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | How To | True | WeaverA |  | [NAME] | 2012-02-15 01:43:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved | Closing ticket. [NAME] that she can send us an email or call to further assist with this issue. _x000D_ _x000D_ -Anthony Weaver | [NAME]
2012-02-15 01:42:09 | 2012-02-15 21:17:41 | INC0018119 | 5 - Medium | Incident | Closed |  | Monitoring for EA - FEB15 | [NAME] | CZ - Enterprise Application - Support | 2811-TermS-SBY | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-15 01:44:03 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | REsolved | [NAME]
2012-02-15 01:44:12 | 2012-02-15 21:20:17 | INC0018120 | 5 - Medium | Incident | Closed |  | Monitoring for EDM - Feb 15 | [NAME] | CZ - Collaboration & BI - Support | 2811-TermS-SBY | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-15 01:46:54 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | resolved | [NAME]
2012-02-15 01:48:34 | 2012-02-17 17:02:57 | INC0018121 | 5 - Medium | Service Request | Resolved | Pending Customer | [NAME] Issue | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Configuration | True | YeY |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | per user | [NAME]
2012-02-15 02:35:47 | 2012-02-15 20:21:58 | INC0018123 | 6 - Low | Incident | Closed |  | Monitoring Ticket for G&A and OPs | [NAME] | CZ - G&A - Support | Contract Request (Prod) | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-15 02:38:49 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Log file and the screen shots have been attached. The monitoring for the day has been done._x000D_ So resolving the ticket. | [NAME]
2012-02-15 03:19:18 | 2012-02-16 07:51:24 | INC0018125 | 5 - Medium | Incident | Resolved |  | Analytics Collector  not working properly and throwing errors. | [NAME] | CZ - Collaboration & BI - Support | 2811-TermS-SBY | Applications | Business Applications | Access | True | MisraS |  | Srinam Misra | 2012-02-15 03:21:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Analytics collector is now repaired and working perfectly. I have checked with multiple different reports and it is coming up fine This ticket can now be resolved. | Srinam Misra
2012-02-15 03:21:26 |  | INC0018126 | 5 - Medium | Service Request | Pending | Assigned External | Reverse Pointer Record | [NAME] | CZ - SAP Administration | CI Not Found | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | UdayachandranK | Needs to be created by service desk |  | 2012-02-15 03:23:13 | 00:00:00 |  | PRT reverse pointer | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 03:21:43 | 2012-02-16 02:12:51 | INC0018127 | 5 - Medium | Incident | Resolved |  | Search Cluster on SBYMAS108 is not in synch with Search Cluster on SBYMAS109 | [NAME] | CZ - Collaboration & BI - Support | 2811-TermS-SBY | Applications | Business Applications | Fault/Error | True | MisraS |  | Srinam Misra | 2012-02-15 03:23:49 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Search Repair agent has run its course on MediZoneunder Search Service Manager and now both the clusters present n SBYMAS108 and SBYMAS109 are in synch. I am resolving this ticket as of now. | Srinam Misra
2012-02-15 03:25:04 | 2012-02-22 11:17:18 | INC0018128 | 5 - Medium | Service Request | Resolved |  | New Employee Starting on the 5th of March (Nimegen) | [NAME] | Accounts Administration | CI Not Found | Account Admin | New | Account | True | KellyPa |  | [NAME] | 2012-02-15 03:27:26 | 00:00:00 |  | New Employee | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account setup completed and tickets routed to hardware and voice to complete setup | [NAME]
2012-02-15 03:28:39 | 2012-02-16 12:08:52 | INC0018129 | 5 - Medium | Service Request | Resolved |  | Agilent CDS PRD Servers | [NAME] | Intel Server Support | Agilent CDS, GxP (Prod) | Account Admin | Modify | Access | True | KlottrupC |  | [NAME] | 2012-02-15 06:16:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | GPO configured to allow glb.mgt.Agilent-CDS-Admins-PRD.gs as local admins. | [NAME]
2012-02-15 04:14:37 | 2012-02-16 02:56:40 | INC0018130 | 6 - Low | Incident | Resolved |  | Monitoring R&D Applications | [NAME] | CZ - Research & Development - Support | Aperio US (Prod) | Applications | Business Applications | Performance | True | RajanSu |  | [NAME] | 2012-02-15 04:16:38 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Monitored all R&D applications | [NAME]
2012-02-15 04:46:55 | 2012-02-21 15:21:41 | INC0018131 | 5 - Medium | Service Request | Resolved | Pending Customer | OPS account password. | Venkatesh Srinivasan | Accounts Administration | CI Not Found | Account Admin | Modify | Account | True | NguyenQ |  | [NAME] | 2012-02-15 04:52:10 | 00:00:00 |  | Ops Account | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Closing out ticket since there the OPS account has not yet been created (cannot reset the password). | [NAME]
2012-02-15 05:19:21 | 2012-02-15 17:54:07 | INC0018132 | 3 - Tier 3 App Outage | Incident | Closed | Assigned External | Can not able to login into SBYMAS076 | [NAME] | Unix Server Support | SBYMAS076 | Server/Data Center | Database/System | Access | False | system | 3018334 | [NAME] | 2012-02-15 14:32:50 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 1 | Solved (Permanently) | IBM rebooted Server | [NAME]
2012-02-15 05:37:42 |  | INC0018134 | 5 - Medium | Service Request | In Progress | Pending Customer | [NAME] drive | [NAME] | Deskside - Frederick | CI Not Found | Network | Network Device | How To | True | BosherB |  | [NAME] | 2012-02-17 23:19:20 | 00:00:00 |  | [NAME] | 1-2 Users Affected | [NAME] | False | 1
2012-02-15 07:12:23 |  | INC0018136 | 6 - Low | Incident | New |  | MD1AS240 errpt reported insufficent disk space on /backupfs at 9:00 PM 2/13/2012 | [NAME] | Unix Server Support | Tardis TDS (QAS) | Server/Data Center | Database/System | Fault/Error | True | Arndt-KohlwayC |  |  | 2012-02-15 07:19:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 07:40:02 |  | INC0018138 | 5 - Medium | Incident | Assigned |  | Unable to save files from outlook through citrix | [NAME] | Enterprise System Engineering | Citrix | Applications | Business Applications | Fault/Error | True | sj1113 |  | [NAME] | 2012-02-15 08:38:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-15 07:53:25 | 2012-02-22 10:25:49 | INC0018139 | 5 - Medium | Service Request | Resolved |  | New Hire, FTE- [NAME] (14826)-Please setup computer for new hire | [NAME] | Deskside - Frederick | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | BosherB |  | [NAME] | 2012-02-15 07:56:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | no equipment needed | [NAME]
2012-02-15 08:20:14 | 2012-02-22 15:13:50 | INC0018141 | 5 - Medium | Service Request | Resolved |  | New Hire -  [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-15 08:23:14 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account setup completed, ticket routed to voice for setup INC0020498 | [NAME]
2012-02-15 08:32:35 | 2012-02-15 09:10:02 | INC0018143 | 5 - Medium | Incident | Closed |  | Adobe software for Word conversion not working properly | [NAME] | Service Desk | CI Not Found | Applications | COTS | Fault/Error | False | system |  | Stephanie Hightower | 2012-02-15 08:36:37 | 2722-08-02 00:00:00 | 2722-08-02 00:00:00 | Adobe software | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | After uninstalling and reinstalling the components of [NAME], the client was able to convert a document when opening it from within the Adobe application._x000D_ | Stephanie Hightower
2012-02-15 08:33:06 | 2012-02-15 08:38:47 | INC0018144 | 5 - Medium | Service Request | Closed |  | Outlook stays Offline | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-02-15 08:38:47 | 2722-07-02 00:00:00 | 2722-07-02 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Had user uncheck 'Work Offline' status | [NAME]
2012-02-15 08:35:10 | 2012-02-21 10:07:52 | INC0018146 | 5 - Medium | Service Request | Resolved |  | access to H Drive | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Home Folder | True | TorrenceA |  | [NAME] | 2012-02-15 12:06:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Not Solved (3 Strike) | 3 strikes | [NAME]
2012-02-15 08:38:22 | 2012-02-17 08:18:25 | INC0018147 | 5 - Medium | Incident | Resolved |  | Desk phone not completely set up | [NAME] | Deskside - Frederick | [NAME] | Telephony | [NAME] | Performance | True | BosherB |  | [NAME] | 2012-02-15 09:10:01 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User was needing to have her voice mail account setup. contacted [NAME] and he was able to setup this account. | [NAME]
2012-02-15 08:41:15 | 2012-02-15 15:49:46 | INC0018148 | 5 - Medium | Service Request | Closed | Assigned External | SAP PW reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system | 3019178 | [NAME] | 2012-02-15 09:45:46 | 2721-02-28 00:00:00 | 2721-02-28 00:00:00 | AZ SAP PW reset | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | AZ informed me the password has been reset, I emailed [NAME] to have Stephen test | [NAME]
2012-02-15 08:43:54 | 2012-02-15 15:48:31 | INC0018150 | 5 - Medium | Service Request | Closed | Assigned External | AZ SAP Password reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system | 3019178 | [NAME] | 2012-02-15 09:45:21 | 2720-09-22 00:00:00 | 2720-09-22 00:00:00 | AZ SAP password reset | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | AZ informed me the password has been reset, I emailed [NAME] to have [NAME] test | [NAME]
2012-02-15 08:45:36 | 2012-02-15 15:47:40 | INC0018151 | 5 - Medium | Service Request | Closed | Assigned External | AZ SAP PW Reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system | 3019178 | [NAME] | 2012-02-15 09:44:58 | 2720-06-12 00:00:00 | 2720-06-12 00:00:00 | SAP ARP password reset | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | AZ informed me the password has been reset, I emailed [NAME] to have [NAME] test | [NAME]
2012-02-15 08:46:53 | 2012-02-15 15:46:47 | INC0018152 | 5 - Medium | Service Request | Closed | Assigned External | AZ SAP password reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system | 3019178 | [NAME] | 2012-02-15 09:44:10 | 2720-03-27 00:00:00 | 2720-03-27 00:00:00 | SAP ARP password reset | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | AZ informed me the password has been reset, I emailed [NAME] to have [NAME] test | [NAME]
2012-02-15 08:47:47 | 2012-02-15 15:45:26 | INC0018153 | 5 - Medium | Service Request | Closed | Assigned External | AZ SAP Password reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system | 3019178 | [NAME] | 2012-02-15 09:43:48 | 2720-02-02 00:00:00 | 2720-02-02 00:00:00 | AZ SAP password reset | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | AZ informed me the password has been reset, I emailed [NAME] to have [NAME] test | [NAME]
2012-02-15 08:49:53 | 2012-02-15 15:43:51 | INC0018154 | 5 - Medium | Service Request | Closed | Assigned External | AZ SAP password reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system | 3019178 | [NAME] | 2012-02-15 09:43:07 | 2719-09-29 00:00:00 | 2719-09-29 00:00:00 | SAP ARP PW reset | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | AZ reported the password has been reset, I emailed [NAME] to have [NAME] test | [NAME]
2012-02-15 08:51:08 | 2012-02-15 15:32:34 | INC0018155 | 5 - Medium | Service Request | Closed | Assigned External | AZ SAP Password reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system | 3019178 | [NAME] | 2012-02-15 09:42:35 | 2719-07-16 00:00:00 | 2719-07-16 00:00:00 | SAP ARP PW reset | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | AZ reported the password reset, emailed [NAME] to verify | [NAME]
2012-02-15 08:51:14 | 2012-02-15 09:02:12 | INC0018156 | 5 - Medium | Incident | Closed |  | Unable to save to H: drive | [NAME] | Service Desk | Windows XP | Network/Connectivity | Wired | Access | False | system |  | [NAME] | 2012-02-15 09:02:11 | 2719-07-10 00:00:00 | 2719-07-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | User will simply re-map J: drive._x000D_ | [NAME]
2012-02-15 08:53:48 | 2012-02-15 16:48:39 | INC0018157 | 5 - Medium | Service Request | Closed |  | incorrect name when sending/receiving emails | Janice Fountain | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-15 09:17:42 | 2719-02-06 00:00:00 | 2719-02-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The [EMAIL] address associated with the user's account has been removed. | [NAME]
2012-02-15 08:55:18 | 2012-02-17 15:14:04 | INC0018158 | 5 - Medium | Service Request | Resolved |  | Needs Microsoft Project Installed | [NAME] | Deskside - Frederick | CI Not Found | Applications | Business Applications | Install/Remove | True | BosherB |  | [NAME] | 2012-02-15 09:09:41 | 00:00:00 |  | MS Project | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | installed requested software | [NAME]
2012-02-15 09:00:24 | 2012-02-15 12:19:12 | INC0018162 | 5 - Medium | Service Request | Closed |  | Webex Install | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-02-15 10:34:12 | 2718-01-06 00:00:00 | 2718-01-06 00:00:00 | Web-ex Plugin | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-15-12 The plugin has been installed and tested. | [NAME]
2012-02-15 09:07:20 | 2012-02-15 09:19:22 | INC0018163 | 5 - Medium | Service Request | Closed |  | Questions about software order | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | s_Business Applications_Request For [NAME] | False | system |  | [NAME] | 2012-02-15 09:19:22 | 2716-11-16 00:00:00 | 2716-11-16 00:00:00 | CDW order | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Advise caller that the purchaser should receive email with licenses. | [NAME]
2012-02-15 09:10:43 | 2012-02-16 11:47:06 | INC0018164 | 5 - Medium | Service Request | Resolved |  | [NAME] access | [NAME] | Accounts Administration | AD (Active Directory) Account | Applications | Business Applications | New Request | True | CorishL |  | [NAME] | 2012-02-15 09:13:49 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added to the Citrix-Minitab group. | [NAME]
2012-02-15 09:14:37 | 2012-02-16 09:45:57 | INC0018166 | 5 - Medium | Incident | Resolved | Pending Customer | Client needs new pin to retrieve voicemails. | [NAME] | Voice | [NAME] | Telephony | [NAME] | Access | True | RobertsTr |  | [NAME] | 2012-02-15 09:18:14 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Was able to leave a test voice message... | [NAME]
2012-02-15 09:14:56 | 2012-02-15 14:56:14 | INC0018167 | 5 - Medium | Incident | Closed |  | Install Adobe Acrobat Professional on her Computer | Ana [NAME] | Service Desk | CI Not Found | Applications | COTS | Access | False | system |  | [NAME] | 2012-02-15 09:23:14 | 2715-08-18 00:00:00 | 2715-08-18 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | I directed her to EzBuy to get a software licence for the software since she currently does not own a licence for it. | [NAME]
2012-02-15 09:20:19 |  | INC0018170 | 5 - Medium | Incident | In Progress |  | SAP Laptop help needed in 6P09 - 4 things to look at | [NAME] | Deskside - Frederick | Laptop | Network/Connectivity | Wireless | Fault/Error | True | BosherB |  | [NAME] | 2012-02-15 09:59:46 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-15 09:20:28 | 2012-02-15 09:32:08 | INC0018171 | 5 - Medium | Service Request | Closed |  | user has to enter password several times to log into windows. | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-15 09:32:08 | 2714-09-20 00:00:00 | 2714-09-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Unlocked users AD account and instructed user and creating a new password. | [NAME]
2012-02-15 09:22:24 | 2012-02-15 09:34:36 | INC0018172 | 5 - Medium | Incident | Closed |  | [NAME] network - not able to send email using personal device though POP. | [NAME] | Service Desk | Wireless (Prod) | Network/Connectivity | Wireless | Performance | False | system |  | Stephanie Hightower | 2012-02-15 09:34:36 | 2714-05-27 00:00:00 | 2714-05-27 00:00:00 |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Work Around) | Informed client that we would not able to support emails from a personal device through a POP server._x000D_ He was able to access his emails through a web based application. | Stephanie Hightower
2012-02-15 09:26:04 | 2012-02-15 11:03:17 | INC0018173 | 4 - High | Service Request | Closed |  | account expired | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-15 09:40:20 | 2713-10-19 00:00:00 | 2713-10-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account has been extended until 2/17/12 and I have verified access with the user._x000D_ | [NAME]
2012-02-15 09:28:50 | 2012-02-17 08:20:08 | INC0018175 | 5 - Medium | Incident | Resolved |  | Error with label printer | [NAME] | Deskside - Frederick | Printer | Printing | Hardware | Fault/Error | True | BosherB |  | [NAME] | 2012-02-15 09:40:39 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user was able to get issue resolved by changing settings via web page for Ethernet adapter. | [NAME]
2012-02-15 09:30:14 | 2012-02-21 12:38:52 | INC0018176 | 4 - High | Service Request | Resolved |  | Enable Junos Pulse for users enclosed via AD group addition | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | PacuanL |  | [NAME] | 2012-02-16 10:41:40 | 00:00:00 |  |  | 21 to 100 Users Affected | [NAME] | False | 2 | Solved (Permanently) | AMAYAA is now VelardeE. Added to the group. | [NAME]
2012-02-15 09:40:16 | 2012-02-15 09:48:27 | INC0018178 | 5 - Medium | Incident | Closed |  | OnTheGo disconnects after opening Outlook | [NAME] | Service Desk | OnTheGo | Applications | Business Applications | Fault/Error | False | system |  | [NAME] | 2012-02-15 09:48:27 | 2711-06-20 00:00:00 | 2711-06-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | User was able to connect while I was on the call. | [NAME]
2012-02-15 09:42:05 | 2012-02-16 09:47:06 | INC0018179 | 5 - Medium | Service Request | Resolved | Pending Customer | Last name mispelled on front display of desk phone | [NAME] | Voice | [NAME] | Telephony | [NAME] | Update Phone Display Name | True | RobertsTr |  | [NAME] | 2012-02-15 12:22:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Caller ID corrected... | [NAME]
2012-02-15 09:59:05 | 2012-02-15 10:12:10 | INC0018187 | 5 - Medium | Service Request | Closed |  | Request for new PC readiness | [NAME] | Service Desk | Desktop | Hardware | Computer | Request For Information | False | system |  | [NAME] | 2012-02-15 10:11:00 | 2708-05-17 00:00:00 | 2708-05-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Provided user with a means to obtain his machine through I-tech. | [NAME]
2012-02-15 10:04:24 |  | INC0018191 | 5 - Medium | Incident | In Progress | Pending Customer | HP Printer needs to be connected | [NAME] | Deskside - Gaithersburg | Printer | Hardware | Peripheral | Performance | True | GeorgeMa |  | [NAME] | 2012-02-21 14:04:27 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 1
2012-02-15 10:04:51 | 2012-02-15 10:13:24 | INC0018192 | 5 - Medium | Incident | Closed |  | Excel is slow to open | [NAME] | Service Desk | Excel 2003 | Applications | OS | Performance | False | system |  | [NAME] | 2012-02-15 10:06:38 | 2707-06-06 00:00:00 | 2707-06-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I remoted into using Webex and deleted the Office Validation File._x000D_ - I confirmed with [NAME] that Excel was opening fine now. | [NAME]
2012-02-15 10:06:33 | 2012-02-15 10:21:52 | INC0018193 | 5 - Medium | Service Request | Closed |  | save documents as pdf | Ana [NAME] | Service Desk | Print (Prod) | Printing | Hardware | Request For Information | False | system |  | [NAME] | 2012-02-15 10:21:52 | 2707-02-24 00:00:00 | 2707-02-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved | The user mentioned there was no further troubleshooting required | [NAME]
2012-02-15 10:07:05 | 2012-02-15 10:27:15 | INC0018194 | 5 - Medium | Service Request | Closed |  | Password reset | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-15 10:27:15 | 2707-01-23 00:00:00 | 2707-01-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | -Emailed manager customer's password. | [NAME]
2012-02-15 10:07:25 | 2012-02-15 10:17:39 | INC0018195 | 5 - Medium | Incident | Closed |  | Wants to rename external flashdrive | [NAME] | Service Desk | CI Not Found | Hardware | Peripheral | Performance | False | system |  | Stephanie Hightower | 2012-02-15 10:09:04 | 2707-01-03 00:00:00 | 2707-01-03 00:00:00 | Flashdrive | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Remoted to machine an dlogged in with ops account.  Renamed the flash drive for [NAME] | Stephanie Hightower
2012-02-15 10:10:48 | 2012-02-15 11:44:37 | INC0018196 | 5 - Medium | Service Request | Closed |  | Extend Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | Rankit Thakkar | 2012-02-15 10:14:47 | 2706-06-14 00:00:00 | 2706-06-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account Extended till May 16, 2012 | Rankit Thakkar
2012-02-15 10:11:19 | 2012-02-15 10:47:20 | INC0018197 | 5 - Medium | Service Request | Closed |  | User said her internet is slow | [NAME] |  | Desktop | Hardware | Computer | Configuration | False | system |  | [NAME] |  | 2706-05-14 00:00:00 | 2706-05-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Cleaned the computer see notes above | [NAME]
2012-02-15 10:13:00 |  | INC0018199 | 5 - Medium | Service Request | Assigned |  | User requesting Office 2010 | [NAME] | Service Desk | CI Not Found | Applications | COTS | Software Install | True | PerryA |  | [NAME] | 2012-02-15 10:23:57 | 00:00:00 |  | Micrsoft Office 2010 | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 10:14:06 |  | INC0018200 | 4 - High | Service Request | Assigned | Assigned External | user requesting data be reverted back to an earlier date | [NAME] | Storage Restore Team | USAHMEDI043 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | rheringhaus | IBM |  | 2012-02-18 13:18:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3
2012-02-15 10:16:40 | 2012-02-17 15:09:34 | INC0018201 | 5 - Medium | Incident | Resolved |  | Unable to access H drive properly | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | General | Access | True | KrittJ |  | [NAME] | 2012-02-15 14:08:32 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Thanks for the follow up, Jordan._x000D_ _x000D_ [NAME] sent someone over to my office yesterday to address the issues. So I am good for now._x000D_ _x000D_ Laurie_x000D_ _x000D_ [NAME], Ph.D., J.D._x000D_ Associate General Counsel, Head of Intellectual Property_x000D_ | [NAME]
2012-02-15 10:20:23 | 2012-02-15 10:21:43 | INC0018203 | 5 - Medium | Incident | Closed |  | Incorrect From Field | [NAME] | Executive Gold - Gaithersburg | Outlook 2010 | Other | Other | Other | False | system |  | [NAME] | 2012-02-15 10:21:43 | 2704-11-16 00:00:00 | 2704-11-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Had user update local personal address book. Name in outlook seems to be correct. | [NAME]
2012-02-15 10:21:53 | 2012-02-15 12:39:07 | INC0018204 | 5 - Medium | Service Request | Closed |  | Test on the go | Bahija Jallal | Executive Gold - Gaithersburg | Laptop | Applications | Business Applications | How To | False | system |  | [NAME] | 2012-02-15 10:22:46 | 2704-08-18 00:00:00 | 2704-08-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Tested on the go. Connection was successful. | [NAME]
2012-02-15 10:22:47 |  | INC0018205 | 5 - Medium | Service Request | Pending | Pending Part | Replace laptop | [NAME] | Executive Gold - Gaithersburg | Laptop | Hardware | Computer | Request/Replace | True | PortelliN |  | [NAME] | 2012-02-15 10:23:40 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-15 10:24:01 |  | INC0018206 | 5 - Medium | Service Request | Pending | Pending Part | Reimage laptop when new image is available. | [NAME] | Executive Support | Laptop | Hardware | Computer | Request/Replace | True | PortelliN |  | [NAME] | 2012-02-15 10:24:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-15 10:28:55 |  | INC0018209 | 5 - Medium | Service Request | In Progress |  | [NAME] | Daria Curtis | Deskside - Frederick | Laptop | Hardware | Computer | Request/Replace | True | BosherB |  | [NAME] | 2012-02-15 10:29:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 10:30:55 | 2012-02-15 11:22:56 | INC0018210 | 4 - High | Incident | Closed |  | Payroll [NAME] | [NAME] | Voice | [NAME] | Telephony | Line/Circuit | Performance | False | system |  | [NAME] | 2012-02-15 10:36:49 | 2703-02-23 00:00:00 | 2703-02-23 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Via Cisco Call Mgr added Payroll HelpDesk station 398-4853 back to the second line of the following Payroll associates phones._x000D_ [NAME] Gasque_x000D_ Eva Fisher_x000D_ [NAME]_ [NAME] | [NAME]
2012-02-15 10:31:39 | 2012-02-15 10:52:43 | INC0018213 | 5 - Medium | Service Request | Closed |  | Outlook- Reminders and cannot open. | [NAME] |  | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] |  | 2703-01-10 00:00:00 | 2703-01-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Enabled users cached mode since there were in Frederick and having exchange issues there. | [NAME]
2012-02-15 10:46:29 | 2012-02-21 08:37:13 | INC0018217 | 5 - Medium | Incident | Resolved | Pending Customer | Unable to excess Excel documents on Sharepoint | Nita Sureka | Service Desk | Excel 2003 | Applications | OS | Performance | True | HallW |  | [NAME] | 2012-02-16 10:53:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | installed excel 2k7 successfully per user request. | [NAME]
2012-02-15 10:50:05 | 2012-02-15 14:55:25 | INC0018219 | 4 - High | Incident | Closed |  | Cannot RDP to Frederick1 server. | [NAME] | Intel Server Support | FREDERICK1 | Hardware | Computer | Performance | False | system |  | [NAME] | 2012-02-15 11:34:19 | 2699-12-30 00:00:00 | 2699-12-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] restarted server added todd to local admin | [NAME]
2012-02-15 10:52:16 | 2012-02-15 11:01:12 | INC0018221 | 5 - Medium | Service Request | Closed |  | [NAME] | [NAME] | Service Desk | [NAME] | Applications | Business Applications | s_Business Applications_Request For [NAME] | False | system |  | [NAME] | 2012-02-15 11:01:12 | 2699-08-21 00:00:00 | 2699-08-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Let the user know that we are able to install the software on co-workers computers. The user let me know that the co-workers are going to call in for that software install. | [NAME]
2012-02-15 10:53:36 | 2012-02-15 10:59:17 | INC0018222 | 5 - Medium | Service Request | Closed |  | Unable to logon to gridguard | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Position | False | system |  | [NAME] | 2012-02-15 10:57:07 | 2699-06-02 00:00:00 | 2699-06-02 00:00:00 | Gridguard | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) |  | [NAME]
2012-02-15 10:54:20 | 2012-02-16 10:17:27 | INC0018223 | 5 - Medium | Incident | Resolved |  | Prompting for DLL Files | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Fault/Error | True | GeorgeMa |  | [NAME] | 2012-02-15 11:19:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Issue arise only in user's profile and ran reg cleanup. | [NAME]
2012-02-15 10:57:24 | 2012-02-21 14:43:57 | INC0018224 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13180-Thomas Collins- 2/21 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | NguyenQ |  | [NAME] | 2012-02-15 11:00:00 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | An Active Directory account and an Exchange account has been created for [NAME]. | [NAME]
2012-02-15 10:59:10 | 2012-02-17 10:15:51 | INC0018225 | 5 - Medium | Service Request | Resolved |  | User cannot access her H: Drive | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Home Folder | True | TorrenceA |  | Rankit Thakkar | 2012-02-17 08:24:15 | 00:00:00 |  | H: Drive | 1-2 Users Affected | [NAME] | False | 2 | Not Solved (3 Strike) | 3 strikes | Rankit Thakkar
2012-02-15 11:07:02 | 2012-02-15 11:17:49 | INC0018226 | 5 - Medium | Service Request | Closed |  | H: Drive | [NAME] | Service Desk | Windows XP | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-15 11:17:49 | 2697-03-18 00:00:00 | 2697-03-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Re-mapped user's H: drive | [NAME]
2012-02-15 11:07:28 | 2012-02-15 15:41:32 | INC0018227 | 5 - Medium | Service Request | Closed |  | Please add user to Citrix Group for access to SAS Applications | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-15 11:08:38 | 2697-02-20 00:00:00 | 2697-02-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added. | [NAME]
2012-02-15 11:09:31 | 2012-02-17 08:21:37 | INC0018228 | 5 - Medium | Incident | Resolved |  | Computer on odyssey client unable to connect to network | [NAME] | Deskside - Frederick | CI Not Found | Network/Connectivity | Wireless | Access | True | BosherB |  | [NAME] | 2012-02-15 11:26:28 | 00:00:00 |  | odyssey client/network | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | user will submit request to get data port installed in room due to removal of 04 network. | [NAME]
2012-02-15 11:10:50 | 2012-02-16 08:44:42 | INC0018229 | 5 - Medium | Service Request | Resolved | Pending Customer | New DL/ email Account | Margot Freericks | Accounts Administration | Exchange 2010 | Account Admin | Modify | Distribution List | True | NguyenQ |  | [NAME] | 2012-02-15 11:11:52 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The Nijmegen-NATP mailbox has been created._x000D_ | [NAME]
2012-02-15 11:11:42 | 2012-02-21 11:00:08 | INC0018230 | 5 - Medium | Service Request | Resolved |  | Need test user account to conduct application migration testing | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | True | PacuanL |  | [NAME] | 2012-02-16 09:05:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Account [NAME] created the shell account only in medimmune.com/Accounts/Regions/ENT/TST._x000D_ _x000D_ USERNAME: EmProj_x000D_ PASSWORD: _x000D_ _x000D_ Created by: Leo Pacuan_x000D_ Requested by: [NAME] Prado_x000D_ Date: 2/21/2012_x000D_ Ticket #: INC0018230_x000D_ Purpose: _x000D_ - As part of Project Emerald the Emerald Project Team (me) will be virtualizing the Certificate Authority application. _x000D_ - In order to conduct proper functionality testing after the migration is complete we will need a TEST USER ACCOUNT to be able to conduct the required verifications. | [NAME]
2012-02-15 11:11:54 | 2012-02-15 11:59:48 | INC0018231 | 5 - Medium | Service Request | Closed |  | [NAME] rights on computer | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-15 11:59:48 | 2696-05-30 00:00:00 | 2696-05-30 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Vendor was able to successfully complete tasks | [NAME]
2012-02-15 11:11:55 | 2012-02-15 12:08:58 | INC0018232 | 5 - Medium | Service Request | Closed |  | SAP id will expire | [NAME] |  | SAP BI (Prod) | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-15 12:06:38 | 2696-05-29 00:00:00 | 2696-05-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | email put in the IBM box to work. | [NAME]
2012-02-15 11:15:06 | 2012-02-16 08:50:33 | INC0018233 | 5 - Medium | Incident | Resolved |  | unable to open  a URL Link from outlook 2003 | [NAME] | Deskside - Frederick | Outlook 2003 | Applications | Outlook | Performance | True | BosherB |  | [NAME] | 2012-02-15 11:25:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | changed IE settings | [NAME]
2012-02-15 11:15:56 | 2012-02-15 11:43:20 | [NAME] | 5 - Medium | Incident | Closed |  | Cannot connect to onthego | [NAME] | Service Desk | OnTheGo | Account Admin | General | Performance | False | system |  |  |  | 2695-10-01 00:00:00 | 2695-10-01 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User was able to acces onthego and our network | [NAME]
2012-02-15 11:16:06 | 2012-02-15 12:09:41 | INC0018235 | 5 - Medium | Service Request | Closed |  | NEW HPQC Account and Add to Citrix Group - Alok Dubey | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-15 11:17:38 | 2695-09-21 00:00:00 | 2695-09-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added user to the group. | [NAME]
2012-02-15 11:28:00 | 2012-02-22 15:26:36 | INC0018237 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13181 - Catherine Putz 2/14/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-15 11:31:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts created and tickets routed to deskside and voice for completion | [NAME]
2012-02-15 11:28:07 | 2012-02-17 11:49:20 | INC0018238 | 5 - Medium | Service Request | Resolved | Assigned External | ARP SAP password reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | True | KrittJ | 3019794 | [NAME] | 2012-02-15 11:39:54 | 00:00:00 |  | ARP SAP password reset | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Contacted the AZ Helpdesk and they reported this issue as resolved. I emailed [NAME] to inform her if she has any more issue with this to call the Service Desk back. | [NAME]
2012-02-15 11:28:56 | 2012-02-15 11:38:33 | INC0018239 | 5 - Medium | Service Request | Closed |  | cannot log into onthego says password is incorrect. | [NAME] | Service Desk | OnTheGo | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-15 11:38:33 | 2693-08-12 00:00:00 | 2693-08-12 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Nicole logged in to gridguard successfully and launched on the go | [NAME]
2012-02-15 11:29:39 | 2012-02-21 11:00:08 | INC0018240 | 5 - Medium | Service Request | Resolved | Pending Customer | Need test laptop to conduct application migration testing | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Request/Replace | True | PacuanL |  | [NAME] | 2012-02-15 14:54:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account [NAME] created the shell account only in medimmune.com/Accounts/Regions/ENT/TST._x000D_ _x000D_ USERNAME: EmProj_x000D_ PASSWORD: _x000D_ _x000D_ Created by: Leo Pacuan_x000D_ Requested by: [NAME] Prado_x000D_ Date: 2/21/2012_x000D_ Ticket #: INC0018230_x000D_ Purpose: _x000D_ - As part of Project Emerald the Emerald Project Team (me) will be virtualizing the Certificate Authority application. _x000D_ - In order to conduct proper functionality testing after the migration is complete we will need a TEST USER ACCOUNT to be able to conduct the required verifications. | [NAME]
2012-02-15 11:34:48 | 2012-02-15 11:43:55 | INC0018243 | 5 - Medium | Service Request | Closed |  | [NAME] requesting a update on an email request. | [NAME] | Service Desk | AD (Active Directory) Account | Other | Other | Other | False | system |  | [NAME] | 2012-02-15 11:37:06 | 2692-08-25 00:00:00 | 2692-08-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Sent [NAME] an email updating her that the issue has been resolved. | [NAME]
2012-02-15 11:34:55 | 2012-02-15 11:42:49 | INC0018244 | 5 - Medium | Service Request | Closed |  | [NAME] to Share-Databases-R Group. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | Rankit Thakkar | 2012-02-15 11:42:49 | 2692-08-18 00:00:00 | 2692-08-18 00:00:00 |  | 1-2 Users Affected | Rankit Thakkar | False | 1 | Solved (Permanently) | [NAME]. | Rankit Thakkar
2012-02-15 11:40:18 | 2012-02-21 08:39:22 | INC0018245 | 5 - Medium | Service Request | Resolved |  | request for Excel 2007 installed | Nita Sureka | Service Desk | Excel 2007 | Applications | Business Applications | Software Install | True | HallW |  | [NAME] | 2012-02-21 08:39:22 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | installed excel 2k7 | [NAME]
2012-02-15 11:41:43 |  | INC0018246 | 5 - Medium | Service Request | In Progress |  | User's I drive is returning a server full error when attempting to save | Vani Narasimhan | SAN Storage Support | CI Not Found | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | DawkinsG |  | [NAME] | 2012-02-15 11:47:51 | 00:00:00 |  | Shared Drive | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 11:44:28 | 2012-02-16 14:02:28 | INC0018247 | 5 - Medium | Incident | Resolved |  | Monitor Picture is Green | [NAME] | Executive Support | Monitor | Hardware | Peripheral | Performance | True | SaghriF |  | Farzin Saghri | 2012-02-15 11:49:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Replaced VGA cabled, issue resolved. | Farzin Saghri
2012-02-15 11:52:53 | 2012-02-15 12:00:35 | INC0018249 | 5 - Medium | Incident | Closed |  | Access to Service Now | [NAME] | Service Desk | ServiceNow (Dev) | Applications | Business Applications | Access | False | system |  | [NAME] | 2012-02-15 12:00:35 | 2689-09-05 00:00:00 | 2689-09-05 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Advised by [NAME] that the user will have to get his manager to send in a request to have him added to the support group that he is apart of. | [NAME]
2012-02-15 11:55:02 | 2012-02-15 12:04:03 | INC0018251 | 5 - Medium | Service Request | Closed |  | SAP ID is set to  expire | RADHA KRISHNA KOMMERA | Service Desk | SAP BI (Prod) | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-15 12:04:03 | 2689-04-29 00:00:00 | 2689-04-29 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Ticket did not need to be created._x000D_ Puting in resolved state | [NAME]
2012-02-15 11:58:45 | 2012-02-15 12:45:12 | INC0018253 | 5 - Medium | Incident | Closed |  | check this CDS QAS server dbqas0015 | Neeraj Masson | Unix Server Support | CI Not Found | Server/Data Center | Database/System | Outage | False | system |  | [NAME] | 2012-02-15 12:00:44 | 2688-09-18 00:00:00 | 2688-09-18 00:00:00 | DBQASS0015 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Corrected port configuration error. | [NAME]
2012-02-15 12:00:20 | 2012-02-15 12:04:55 | INC0018254 | 5 - Medium | Service Request | Closed |  | Account locked | Ruben Garcia | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-15 12:04:55 | 2688-06-15 00:00:00 | 2688-06-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | -Unlocked customer's account in AD_x000D_ -Confirmed that customer was able to logon. | [NAME]
2012-02-15 12:02:18 | 2012-02-15 13:27:59 | [NAME] | 4 - High | Service Request | In Progress | Pending Customer | User needs Vector NTI installed on her computer | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Install/Remove | True | SuttonJo |  | [NAME] | 2012-02-15 14:38:12 | 00:00:00 |  | Vector NTI | 1-2 Users Affected | [NAME] | True | 4 | Solved (Permanently) | Located the license key in the media library folder. Installed the program and set her account to dynamic with the license key in the media library. | [NAME]
2012-02-15 12:03:30 |  | [NAME] | 5 - Medium | Service Request | In Progress |  | New Hire - FTE, [NAME], please setup computer | [NAME] | Executive Support | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | SaghriF |  | Farzin Saghri | 2012-02-15 12:08:01 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-15 12:04:18 | 2012-02-15 16:43:56 | INC0018259 | 5 - Medium | Service Request | Closed | Pending Customer | Remove user from group | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Remove | Group | False | system |  | [NAME] | 2012-02-15 12:08:15 | 2687-10-21 00:00:00 | 2687-10-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] has been removed from the following groups:_x000D_  _x000D_ OPAL-DW-FUNCTION-GU _x000D_ OPAL-DW-PORTFOLIO-GU _x000D_ OPAL-DW-PROJECT-GU_x000D_ | [NAME]
2012-02-15 12:05:21 | 2012-02-21 15:37:23 | INC0018260 | 5 - Medium | Incident | Resolved | Pending Customer | Meeting Requests Not Triggering | Kimberly Lapen | Deskside - Gaithersburg | Outlook 2003 | Applications | COTS | Access | True | GeorgeMa |  | [NAME] | 2012-02-16 09:39:37 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Re-configured the outlook and updated the wireless driver resolved the issue | [NAME]
2012-02-15 12:06:37 | 2012-02-15 12:09:16 | INC0018261 | 5 - Medium | Service Request | Closed |  | Create a SharePoint site - IT Governance GIA Audit Action Plan | [NAME] | CZ - Collaboration & BI - Support | Sharepoint (Prod) | Applications | COTS | New Request | False | system |  | [NAME] | 2012-02-15 12:08:26 | 2687-06-04 00:00:00 | 2687-06-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | http://sharepointportal/Departments/InformationTechnology/ITGIAAudit/default.aspx_x000D_ _x000D_ Added 3 new user permission groups for the new site and named them as –_x000D_  - IT Governance GIA Audit Action Plan Visitors _x000D_  - IT Governance GIA Audit Action Plan Members _x000D_  - IT Governance GIA Audit Action Plan Owners (currently added [NAME], [NAME] and you into the owner group) | [NAME]
2012-02-15 12:08:37 | 2012-02-15 12:15:41 | INC0018262 | 5 - Medium | Service Request | Closed |  | Archiving emails | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | How To | False | system |  | [NAME] | 2012-02-15 12:11:22 | 2687-02-04 00:00:00 | 2687-02-04 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | choose save as and save it to the h drive | [NAME]
2012-02-15 12:12:47 | 2012-02-21 12:23:14 | INC0018263 | 5 - Medium | Incident | Resolved |  | When I log onto my machine, I am not getting the login script | [NAME] | Deskside - Engineers | AD (Active Directory) Account | Account Admin | General | General | True | TirrellR |  |  | 2012-02-15 13:10:03 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | I have a new machine. | [NAME]
2012-02-15 12:13:08 | 2012-02-15 12:26:04 | INC0018264 | 5 - Medium | Service Request | Closed |  | Ipad calander help | [NAME] | Service Desk | iPad | Applications | Mobile Applications | s_Mobile Applications_2nd [NAME] | False | system |  | [NAME] | 2012-02-15 12:26:04 | 2686-05-09 00:00:00 | 2686-05-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Transfered to Rivermine support center to help with the ipad calander app. | [NAME]
2012-02-15 12:15:50 |  | INC0018266 | 5 - Medium | Service Request | Pending | Pending Customer | [NAME] is off by one hour | [NAME] | Service Desk | Outlook 2003 | Applications | Business Applications | Configuration | True | PerryA |  | [NAME] | 2012-02-15 12:18:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 12:16:17 | 2012-02-21 09:47:36 | INC0018267 | 5 - Medium | Service Request | Resolved |  | Onboarding From Jeffery Hall - 2/20/2012 | Nuria Torres | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | PusslerJ |  | [NAME] | 2012-02-15 12:20:28 | 00:00:00 |  | onboarding form | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account setup completed | [NAME]
2012-02-15 12:18:39 | 2012-02-15 16:34:01 | [NAME] | 5 - Medium | Service Request | Closed |  | Please create these 10 user accounts | [NAME] | Accounts Administration | Other | Account Admin | New | Account | False | system |  | [NAME] | 2012-02-15 12:29:21 | 2685-06-12 00:00:00 | 2685-06-12 00:00:00 |  | 2 to 20 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The following accounts have been created:_x000D_ _x000D_ userid:		                Firstname:			Lastname:_x000D_ _x000D_ usmd1.sipuser57.sv		sipuser57			sipuser57_x000D_ usmd1.sipuser58.sv		sipuser58			sipuser58_x000D_ usmd1.sipuser60.sv		sipuser60			sipuser60_x000D_ usmd1.sipuser62.sv		sipuser62			sipuser62_x000D_ usmd1.sipuser63.sv		sipuser63			sipuser63_x000D_ usmd1.sipuser66.sv		sipuser66			sipuser66_x000D_ usmd1.sipuser67.sv		sipuser67			sipuser67_x000D_ usmd1.sipuser71.sv		sipuser71			sipuser71_x000D_ usmd1.sipuser74.sv		sipuser74			sipuser74_x000D_ usmd1.sipuser76.sv		sipuser76			sipuser76_x000D_ | [NAME]
2012-02-15 12:21:34 | 2012-02-15 14:02:19 | INC0018269 | 5 - Medium | Service Request | Closed |  | No folder on H: drive | [NAME] | Accounts Administration | AD (Active Directory) Account | Server/Data Center | Database/System | Access Request | False | system |  | Rankit Thakkar | 2012-02-15 12:34:02 | 2684-12-19 00:00:00 | 2684-12-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Home Directory Folder created and granted proper access._x000D_ _x000D_ User MUST log-out and log-in to see changes. | Rankit Thakkar
2012-02-15 12:22:13 | 2012-02-22 09:12:19 | INC0018271 | 5 - Medium | Service Request | Resolved | Pending Customer | Forward OIS Requests to the Appropriate Mailbox | [NAME] | Accounts Administration | Exchange 2010 | Applications | Business Applications | Configuration | True | NguyenQ |  | [NAME] | 2012-02-18 15:26:39 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | The desired rules have been created and tested. | [NAME]
2012-02-15 12:22:39 | 2012-02-15 13:17:40 | INC0018272 | 5 - Medium | Incident | Closed |  | Cannot access Medizone | [NAME] | Service Desk | Internet Explorer 7 | Applications | OS | Fault/Error | False | system |  | [NAME] | 2012-02-15 13:17:11 | 2684-10-15 00:00:00 | 2684-10-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | added medizone to trusted sites. this is resolved. | [NAME]
2012-02-15 12:25:57 | 2012-02-16 11:53:11 | INC0018274 | 5 - Medium | Service Request | Resolved | Pending Customer | IT Support Request form - DeskPhone/Voicemail Activation | Suneetha Thomas | Voice | [NAME] | Telephony | [NAME] | Configuration | True | RobertsTr |  | [NAME] | 2012-02-15 12:27:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user was able to set up their voice mail... | [NAME]
2012-02-15 12:28:11 | 2012-02-18 16:07:31 | INC0018275 | 4 - High | Incident | Resolved | Pending Customer | I-Drive Issues | [NAME] | Command Center | MD1FS011 | Server/Data Center | Database/System | Fault/Error | True | [NAME] |  | [NAME] | 2012-02-15 17:36:31 | 00:00:00 |  |  | 2 to 20 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Issue appears to be the result of migration of the I drive to a new platform.  User ability to save documents was restricted during the migration window and returned to normal at the conclusion of the task.  No additional issues have been reported since. | [NAME]
2012-02-15 12:31:37 | 2012-02-15 16:42:24 | INC0018276 | 5 - Medium | Service Request | Closed |  | Transfer of ownership for Global Engineering SLT Secretariat account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-15 12:33:26 | 2683-04-26 00:00:00 | 2683-04-26 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The ownership of the "Global Engineering SLT Secretariat" account has been transferred from [NAME] to [NAME]. | [NAME]
2012-02-15 12:34:32 | 2012-02-22 14:47:50 | INC0018277 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13182- Kristen Gonzalez- 2/21/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Access | True | KellyPa |  | [NAME] | 2012-02-15 12:36:58 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account setup completed. | [NAME]
2012-02-15 12:36:45 | 2012-02-15 12:45:34 | INC0018278 | 5 - Medium | Service Request | Closed |  | PDF Issue | Sandra Black | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-02-15 12:45:34 | 2682-06-22 00:00:00 | 2682-06-22 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-15-12 [NAME] has been re-installed. | [NAME]
2012-02-15 12:37:06 | 2012-02-22 12:39:09 | INC0018279 | 5 - Medium | Incident | Resolved | Pending Customer | Outlook Error Message | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | True | YeY |  | [NAME] | 2012-02-15 12:38:40 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | 3rd strike | [NAME]
2012-02-15 12:40:11 | 2012-02-16 09:20:06 | INC0018282 | 5 - Medium | Incident | Resolved |  | Bluetooth headset not charging | Bahija Jallal | Executive Gold - Gaithersburg | Cell Phone | Hardware | Mobile Device | General | True | PortelliN |  | [NAME] | 2012-02-15 12:41:14 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Tested headset yesterday before [NAME] left for travel. Seems to charge and work properly. I paired it with the iPhone | [NAME]
2012-02-15 12:47:58 | 2012-02-15 13:47:16 | INC0018284 | 5 - Medium | Service Request | Closed |  | Replacement Battery | [NAME] | Deskside - Gaithersburg | Battery | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-15 13:49:10 | 2680-08-18 00:00:00 | 2680-08-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | JS 02-15-12 Battery has been replaced. | [NAME]
2012-02-15 12:48:52 | 2012-02-22 14:44:33 | INC0018285 | 5 - Medium | Service Request | Resolved |  | Off Board [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-15 12:50:46 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Child tickets done | [NAME]
2012-02-15 12:52:12 | 2012-02-15 12:58:42 | INC0018286 | 5 - Medium | Service Request | Closed |  | User is requesting 10 phones to be configured. | [NAME] | Deskside - Frederick | [NAME] | Telephony | [NAME] | Configuration | False | system |  | [NAME] | 2012-02-15 12:56:45 | 2679-12-08 00:00:00 | 2679-12-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | configured 10 phones requested by user | [NAME]
2012-02-15 12:54:56 | 2012-02-15 13:01:40 | INC0018287 | 5 - Medium | Service Request | Closed |  | User requesting information on whether someone is in the office | [NAME] | Service Desk | CI Not Found | Non IT Services related | Non IT Services Related | Phone Call | False | system |  | [NAME] | 2012-02-15 13:01:40 | 2679-06-27 00:00:00 | 2679-06-27 00:00:00 | Information Request | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Per [NAME], the only assistance the Service Desk is able to provide regarding this is attempting to call the employee in question. | [NAME]
2012-02-15 12:55:21 | 2012-02-22 08:54:23 | INC0018288 | 5 - Medium | Service Request | Resolved |  | when converting from excel 2007 says loosing data | [NAME] | Deskside - Gaithersburg | Excel 2007 | Applications | Business Applications | Software Install | True | HillJos |  | [NAME] | 2012-02-15 13:23:49 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Excel 2007 installed | [NAME]
2012-02-15 12:55:38 | 2012-02-21 14:34:28 | INC0018289 | 5 - Medium | Incident | Resolved |  | cannot access Kimunity, DocumentM, or eLMS. | [NAME] | Accounts Administration | eLMS Enterprise Elements (Prod) | Account Admin | General | Access | True | PacuanL |  | [NAME] | 2012-02-15 13:48:11 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Confirmed with Sree and the user that she was able to access eLMS. | [NAME]
2012-02-15 12:59:09 | 2012-02-15 13:05:54 | INC0018291 | 5 - Medium | Service Request | Closed |  | Spell check is in French | Bannikuppe Shivanna | Deskside - Frederick | Word 2003 | Applications | Business Applications | How To | False | system |  | [NAME] | 2012-02-15 13:05:54 | 2678-10-17 00:00:00 | 2678-10-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | changed dictionary back to english | [NAME]
2012-02-15 13:02:58 | 2012-02-22 15:53:52 | INC0018293 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13183 | [NAME] | IMAC Coordinator | Desktop | Hardware | Peripheral | Request/Replace | True | HerronG |  | [NAME] | 2012-02-15 16:30:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | GH, set up phone, docking station, monitor, keyboard  and mouse at user's cube._x000D_ User has not yet been assigned a local phone extension. I have put a ticket in for the phone ext. | [NAME]
2012-02-15 13:05:22 | 2012-02-21 07:46:21 | INC0018294 | 5 - Medium | Incident | Resolved | Assigned External | SAP sub application - server connection is lost | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Fault/Error | True | HightowerS | 3016007 | Stephanie Hightower | 2012-02-15 13:10:39 | 00:00:00 |  | SAP | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | IBM confirmed that this request has been resolved. | Stephanie Hightower
2012-02-15 13:06:19 | 2012-02-21 09:45:46 | INC0018296 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - Lori Stapleton - OBF13184 | [NAME] | Deskside - Gaithersburg | Desktop | Hardware | Peripheral | Request/Replace | True | JamisonB |  | [NAME] | 2012-02-15 13:08:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | setup as requested | [NAME]
2012-02-15 13:06:32 | 2012-02-15 13:10:05 | INC0018297 | 5 - Medium | Incident | Closed |  | slow performance on Lab System | [NAME] | Deskside - Frederick | Desktop | Hardware | Computer | Performance | False | system |  | [NAME] | 2012-02-15 13:10:05 | 2677-07-31 00:00:00 | 2677-07-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | upgraded memory | [NAME]
2012-02-15 13:08:27 | 2012-02-22 16:43:25 | INC0018299 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13184 | April Lopez | Deskside - California | Laptop | Hardware | Computer | Request/Replace | True | liceaj |  | [NAME] | 2012-02-15 13:10:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The hardware was put in place. This morning, the user's account was active in AD | [NAME]
2012-02-15 13:10:18 | 2012-02-15 13:12:38 | INC0018300 | 5 - Medium | Incident | Closed |  | user unable to connect to wireless network | [NAME] | Deskside - Frederick | Wireless (Prod) | Network/Connectivity | Wireless | Access | False | system |  | [NAME] | 2012-02-15 13:12:38 | 2676-12-17 00:00:00 | 2676-12-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | changed wireless settings | [NAME]
2012-02-15 13:10:40 | 2012-02-15 13:37:57 | INC0018301 | 5 - Medium | Incident | Closed |  | User called to find out how to print Screen | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Performance | False | system |  | [NAME] | 2012-02-15 13:37:57 | 2676-11-25 00:00:00 | 2676-11-25 00:00:00 | print screen | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | tought the user how to print screen | [NAME]
2012-02-15 13:13:56 | 2012-02-23 08:59:07 | INC0018302 | 5 - Medium | Service Request | Resolved |  | Unable to access S: Drive | [NAME] | Accounts Administration | MD2FS001 | Server/Data Center | Database/System | Access Request | True | [NAME] |  | Rankit Thakkar | 2012-02-15 14:53:33 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | User has proper access to the desired location._x000D_ _x000D_ Suggest user refreshes Group Policy and re log-in to the system._x000D_ | Rankit Thakkar
2012-02-15 13:14:37 |  | INC0018303 | 5 - Medium | Service Request | In Progress |  | User needs multiple software titles installed | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Install/Remove | True | DunhamAv |  | Avinash Dunham | 2012-02-15 13:18:57 | 00:00:00 |  | [NAME] | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 13:16:13 | 2012-02-15 13:19:24 | INC0018304 | 5 - Medium | Service Request | Closed |  | request for info on how to obtain a 2nd monitor | [NAME] | Service Desk | Monitor | Hardware | Peripheral | Request For Information | False | system |  | [NAME] | 2012-02-15 13:19:24 | 2675-12-28 00:00:00 | 2675-12-28 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | informed user accordingly. | [NAME]
2012-02-15 13:16:29 | 2012-02-15 13:41:38 | INC0018306 | 5 - Medium | Service Request | Closed |  | H:\ Drive Creation For [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Home Folder | False | system |  | [NAME] | 2012-02-15 13:19:51 | 2675-12-12 00:00:00 | 2675-12-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added user to the group that has access to the Researh folder. | [NAME]
2012-02-15 13:16:29 | 2012-02-15 13:23:41 | INC0018307 | 5 - Medium | Service Request | Closed |  | Reinstate account - [NAME], per HR Weekly report 2/7/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-15 13:23:00 | 2675-12-12 00:00:00 | 2675-12-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account status updated and password reset, new password information left on the manager's VM. | [NAME]
2012-02-15 13:18:17 |  | INC0018309 | 5 - Medium | Service Request | Assigned |  | User cannot access his H: Drive folder | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Configuration | True | [NAME] |  | [NAME] |  | 00:00:00 |  | H: Drive is not accessable | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 13:19:27 |  | INC0018310 | 5 - Medium | Incident | In Progress |  | cannot save to a network folder. disk full or write protected error. | [NAME] | SAN Storage Support | MD1FS011 | Server/Data Center | Database/System | Fault/Error | True | SchultzD |  | [NAME] | 2012-02-15 13:47:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 13:23:36 | 2012-02-15 14:56:44 | INC0018313 | 5 - Medium | Service Request | Closed |  | [NAME] | [NAME] | Service Desk | CI Not Found | Applications | COTS | Install/Remove | False | system |  | [NAME] |  | 2674-10-11 00:00:00 | 2674-10-11 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | I directed her to EZBuy or she could get the key from the department she is in. They possibly have a licence for it. | [NAME]
2012-02-15 13:24:26 | 2012-02-16 15:05:28 | INC0018314 | 5 - Medium | Service Request | Resolved | Pending Customer | H Drive Access | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | [NAME] |  | Rankit Thakkar | 2012-02-15 13:28:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Changed Permission._x000D_ _x000D_ _x000D_ User MUST log-out and log-in to see the changes. | Rankit Thakkar
2012-02-15 13:32:37 |  | INC0018317 | 5 - Medium | Service Request | Transferred |  | Incident #: INC0012116 | [NAME] | Executive Support | Outlook 2003 | Applications | Outlook | How To | True | roosd |  | Stefon Elliott | 2012-02-22 12:15:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4
2012-02-15 13:34:50 | 2012-02-15 13:39:08 | INC0018319 | 5 - Medium | Service Request | Closed |  | Outlook slowing computer | [NAME] | Service Desk | Outlook 2003 | Applications | Business Applications | s_Business Applications_Request For [NAME] | False | system |  | [NAME] | 2012-02-15 13:39:08 | 2672-12-06 00:00:00 | 2672-12-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Asked the user to shut down and close out of all outlook windows. Asked her to restart and see if the user was still having problems. If they were still having issues I asked her to give us a call back. | [NAME]
2012-02-15 13:36:02 | 2012-02-15 14:06:36 | INC0018321 | 5 - Medium | Incident | Closed |  | Not able to access OTG homepage | [NAME] | Service Desk | OnTheGo | Network/Connectivity | Wireless | Performance | False | system |  | [NAME] | 2012-02-15 13:54:23 | 2672-09-25 00:00:00 | 2672-09-25 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 0 | Solved First Call by Service Desk | LVM with user to call us back if issue is not resolved. | [NAME]
2012-02-15 13:37:38 | 2012-02-22 09:17:38 | INC0018322 | 5 - Medium | Incident | Resolved |  | User is unable to print her PDF documents | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Peripheral | Performance | True | [NAME] |  | [NAME] | 2012-02-15 13:55:10 | 00:00:00 |  | Adobe Printer | 1-2 Users Affected | [NAME] | False | 2 | Not Solved | JK- user doesnt have anymore and needs adobe x installed.  she will contact [NAME] and call back once she gets the license | [NAME]
2012-02-15 13:40:46 | 2012-02-15 15:07:57 | INC0018326 | 5 - Medium | Incident | Closed |  | network issue | [NAME] | Service Desk | [NAME] | Network/Connectivity | Network Device | Performance | False | system |  | [NAME] | 2012-02-15 14:40:27 | 2671-12-16 00:00:00 | 2671-12-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Called the ITCC and the Network team. All systems are running normally. There are no alerts or even high utilizations. | [NAME]
2012-02-15 13:41:09 |  | INC0018327 | 5 - Medium | Service Request | Pending | Assigned External | SAP password Reset -NATP: AZ 3020156 | Amanda Roche | Service Desk | CI Not Found | Account Admin | Reset | Password | True | DawkinsG | AZ 3020156 | [NAME] | 2012-02-15 13:51:15 | 00:00:00 |  | AZ-Passw Reset | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 13:42:04 |  | INC0018328 | 5 - Medium | Service Request | Assigned |  | Access to MD2FS001 | [NAME] | Accounts Administration | MD2FS001 | Account Admin | Modify | Access | True | PacuanL |  | [NAME] | 2012-02-15 13:53:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 13:43:15 | 2012-02-17 11:04:54 | INC0018329 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13185 | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Peripheral | Request/Replace | True | JamisonB |  | [NAME] | 2012-02-15 13:44:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | setup as requested | [NAME]
2012-02-15 13:43:48 | 2012-02-17 08:53:01 | INC0018331 | 5 - Medium | Service Request | Resolved | Pending Customer | [NAME] | [NAME] | Voice | [NAME] | Telephony | [NAME] | Request For Information | True | HightowerS |  | [NAME] | 2012-02-15 13:56:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Without a MedImmune Extension, the user will not be able to have a MedImmune voice mail account... | [NAME]
2012-02-15 13:44:21 | 2012-02-22 11:07:07 | INC0018332 | 5 - Medium | Service Request | Resolved | Pending Customer | Off Board [NAME] | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-17 14:50:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4 | Solved (Permanently) | Child tickets done | [NAME]
2012-02-15 13:46:36 | 2012-02-15 13:59:45 | INC0018334 | 5 - Medium | Service Request | Closed |  | Users new [NAME] needs to be synced | [NAME] | Service Desk | Blackberry | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-15 13:56:16 | 2670-12-31 00:00:00 | 2670-12-31 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | transfered the issue to RiverMine | [NAME]
2012-02-15 13:46:58 | 2012-02-15 14:10:31 | INC0018335 | 5 - Medium | Service Request | Closed |  | Install Novatel Wireless | [NAME] | Service Desk | CI Not Found | Hardware | Mobile Device | How To | False | system |  | [NAME] | 2012-02-15 13:58:30 | 2670-12-09 00:00:00 | 2670-12-09 00:00:00 | novatel wireless | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Call was transferred to me [NAME] due to technical difficulties. I remoted into the users machine via webex and installed the VZAccess Manager for her Air Card. Verified that the device was receiving signal and all drivers were installed. | [NAME]
2012-02-15 13:47:23 | 2012-02-22 11:08:09 | INC0018336 | 5 - Medium | Service Request | Resolved |  | Off Board [NAME] | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-16 08:56:03 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Child tickets done | [NAME]
2012-02-15 13:47:56 |  | INC0018337 | 5 - Medium | Service Request | Pending | Pending Customer | PC Request Form - PCR11271 | Nidhi Shah | [NAME] | Laptop | Hardware | Computer | Request/Replace | True | ReeveB |  | [NAME] | 2012-02-15 13:51:32 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-15 13:49:20 | 2012-02-15 13:51:50 | INC0018338 | 5 - Medium | Service Request | Closed |  | Replacement Battery | [NAME] | Deskside - Gaithersburg | Battery | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-15 13:51:50 | 2670-07-20 00:00:00 | 2670-07-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-15-12 Battery has been replaced. New power supply has been issued to the customer. | [NAME]
2012-02-15 13:49:27 | 2012-02-15 16:37:15 | INC0018339 | 5 - Medium | Service Request | Closed |  | Change to Financial Planning Outlook Distribution List | Nuria Torres | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-15 13:52:59 | 2670-07-13 00:00:00 | 2670-07-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Removed/added specified users. | [NAME]
2012-02-15 13:52:17 | 2012-02-15 13:54:34 | INC0018341 | 5 - Medium | Service Request | Closed |  | LAN Account unlock | Naemeh Pourshafie | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Modify | Access | False | system |  | [NAME] | 2012-02-15 13:54:34 | 2670-01-24 00:00:00 | 2670-01-24 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-15-12 LAN Account has been unlocked. | [NAME]
2012-02-15 13:52:32 | 2012-02-15 13:56:05 | INC0018342 | 5 - Medium | Service Request | Closed |  | locked out when failing to log into windows | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-15 13:56:05 | 2670-01-09 00:00:00 | 2670-01-09 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | unlocked users AD account. | [NAME]
2012-02-15 13:53:06 | 2012-02-15 16:38:52 | INC0018343 | 5 - Medium | Service Request | Closed |  | Change to Financial Planning Outlook Distribution List | Nuria Torres | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | False | system |  | [NAME] | 2012-02-15 13:54:07 | 2669-12-06 00:00:00 | 2669-12-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Duplicate ticket. This has already been done. | [NAME]
2012-02-15 13:53:55 | 2012-02-17 08:55:19 | INC0018344 | 5 - Medium | Incident | Resolved |  | eLMS course - not able to log in with AD information | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Access | True | HightowerS |  | Stephanie Hightower | 2012-02-15 13:59:08 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Received email stating this request was resolved.  I emailed the client to notify him that he should now be able to log in to eLMS._x000D_ | Stephanie Hightower
2012-02-15 13:54:13 | 2012-02-20 11:54:00 | INC0018345 | 5 - Medium | Service Request | Resolved | Pending Customer | [NAME] | [NAME] | Service Desk | Other | Other | Other | Other | True | YeY |  | [NAME] | 2012-02-15 13:56:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | per user | [NAME]
2012-02-15 13:55:00 | 2012-02-15 14:04:10 | INC0018346 | 5 - Medium | Incident | Closed |  | password reset | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | General | Access | False | system |  | [NAME] | 2012-02-15 14:04:10 | 2669-08-14 00:00:00 | 2669-08-14 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | had reset password in AD and LM with new password . | [NAME]
2012-02-15 13:55:03 | 2012-02-15 13:58:51 | INC0018347 | 5 - Medium | Service Request | Closed |  | User unable to change network password | [NAME] | Service Desk | Windows XP | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-15 13:58:51 | 2669-08-11 00:00:00 | 2669-08-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Walked user through changing her password. | [NAME]
2012-02-15 13:55:09 | 2012-02-17 15:54:14 | INC0018348 | 5 - Medium | Service Request | Resolved |  | Off Board [NAME] | [NAME] (Contractor) [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-15 14:01:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Child tickets closed. | [NAME]
2012-02-15 13:56:27 | 2012-02-15 13:59:51 | INC0018349 | 5 - Medium | Service Request | Closed |  | [NAME] Issues | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | False | system |  | [NAME] | 2012-02-15 13:59:51 | 2669-05-19 00:00:00 | 2669-05-19 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | JS 02-15-12 Customer was on the list to be upgraded to Office 2010. This has now been done. I have advised the customer to drag and drop pdf attachments into new mail messages as this seems to be a more stable way of attaching PDF files. | [NAME]
2012-02-15 13:59:11 | 2012-02-15 14:16:02 | INC0018352 | 5 - Medium | Service Request | Closed | Pending Customer | Account Activation | Robyn Greczek | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-15 14:12:37 | 2668-12-06 00:00:00 | 2668-12-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Called and spoke with Robyn and let her know that she needs to speak with HR and see when Dane will be put into the system as FTE | [NAME]
2012-02-15 14:00:00 | 2012-02-15 14:03:05 | INC0018353 | 5 - Medium | Service Request | Closed |  | Replacement AC Adater | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-15 14:01:39 | 2668-10-18 00:00:00 | 2668-10-18 00:00:00 | AC Adapter | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-15-12 I have provided the customer with a replacement AC adapter. | [NAME]
2012-02-15 14:00:16 | 2012-02-16 12:29:22 | INC0018354 | 5 - Medium | Service Request | Resolved | Pending Customer | External Drive Installation | [NAME] | Service Desk | Laptop | Hardware | Peripheral | Configuration | True | YeY |  | [NAME] | 2012-02-15 14:06:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | resolved per jordan | [NAME]
2012-02-15 14:00:28 | 2012-02-22 11:48:28 | INC0018356 | 5 - Medium | Incident | Resolved | Pending Customer | E-mails not being deleted after 90 days | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | General | General | True | NguyenQ |  | [NAME] | 2012-02-21 07:49:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | The user noted that the issue has been resolved. | [NAME]
2012-02-15 14:02:13 | 2012-02-16 09:56:01 | INC0018359 | 5 - Medium | Service Request | Resolved |  | Off Board [NAME] | [NAME] (Contractor) [NAME] | Voice | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-15 14:05:55 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Child tickets closed. | [NAME]
2012-02-15 14:03:34 | 2012-02-15 14:06:47 | INC0018360 | 5 - Medium | Service Request | Closed |  | cannot log into eLMS | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Applications | Business Applications | s_Business Applications_Request For [NAME] | False | system |  | [NAME] | 2012-02-15 14:06:47 | 2668-03-18 00:00:00 | 2668-03-18 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | instructed user to use her AD credentials and this worked. | [NAME]
2012-02-15 14:04:39 | 2012-02-15 14:12:57 | INC0018361 | 5 - Medium | Service Request | Closed |  | Replacement Battery | [NAME] | Deskside - Gaithersburg | Battery | Hardware | Peripheral | Request/Replace | False | system |  | [NAME] | 2012-02-15 14:12:57 | 2668-01-13 00:00:00 | 2668-01-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-15-12 Customer has been provided with a replacement battery. | [NAME]
2012-02-15 14:06:09 | 2012-02-16 15:46:15 | INC0018362 | 5 - Medium | Service Request | Resolved |  | Off Board [NAME] | [NAME] (Contractor) [NAME] | Deskside - California | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-15 14:07:50 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Child tickets closed. | [NAME]
2012-02-15 14:06:32 | 2012-02-15 16:55:13 | INC0018363 | 5 - Medium | Incident | Resolved | Pending Customer | Blue Screen Error on Machine | Alfreda Fisher | Deskside - Gaithersburg | CI Not Found | Hardware | Computer | Fault/Error | True | GeorgeMa |  | [NAME] | 2012-02-15 14:12:45 | 00:00:00 |  | Blue Screen | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | User requested this incident be resolved. | [NAME]
2012-02-15 14:07:38 | 2012-02-17 08:22:43 | INC0018365 | 5 - Medium | Incident | Resolved |  | [NAME] - unable to go on outlook 2003 | [NAME] | Deskside - Frederick | Outlook 2003 | Network/Connectivity | Wired | Performance | True | BosherB |  | [NAME] | 2012-02-15 14:12:36 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | changed user to work off cached mode to allow usage of Outlook while network connection to mail server is not present. | [NAME]
2012-02-15 14:09:41 | 2012-02-15 14:19:44 | INC0018366 | 5 - Medium | Service Request | Closed |  | Remapping User to Correct Drive | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Home Folder | False | system |  | [NAME] | 2012-02-15 14:19:06 | 2667-03-17 00:00:00 | 2667-03-17 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Mapped user to the new location of his personal folder. | [NAME]
2012-02-15 14:10:13 | 2012-02-15 15:30:31 | INC0018367 | 5 - Medium | Incident | Closed |  | Docking station not working | [NAME] | Deskside - Gaithersburg | [NAME] | Hardware | Peripheral | Fault/Error | False | system |  | Avinash Dunham | 2012-02-15 15:30:06 | 2667-02-13 00:00:00 | 2667-02-13 00:00:00 |  | 1-2 Users Affected | Avinash Dunham | False | 0 | Solved (Permanently) | Went to users desk, and reset docking station seat, and set computer to not go to sleep, fixed issue. | Avinash Dunham
2012-02-15 14:12:29 |  | INC0018368 | 5 - Medium | Service Request | Assigned |  | New Hire - FTE - [NAME], 2/27/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-15 14:14:08 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 14:13:22 | 2012-02-15 14:22:12 | INC0018369 | 5 - Medium | Service Request | Closed |  | MS Excel Issue | [NAME] | Deskside - Gaithersburg | Excel 2003 | Applications | Business Applications | Configuration | False | system |  | [NAME] | 2012-02-15 14:22:12 | 2666-08-08 00:00:00 | 2666-08-08 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-15-12 The file validation tool has been removed. The customer is now able to open Excel files in a timely fashion. | [NAME]
2012-02-15 14:15:47 |  | INC0018370 | 5 - Medium | Service Request | Assigned |  | [NAME]: drive to \\md2fs001\Shared Data\Manufacturing Collaborations | [NAME] | Service Desk | Windows XP | Account Admin | Modify | Access | True | [NAME] |  | [NAME] | 2012-02-15 15:12:11 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-15 14:17:50 | 2012-02-16 10:40:13 | INC0018371 | 5 - Medium | Service Request | Resolved |  | user requesting read/write access | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | PacuanL |  | [NAME] | 2012-02-15 14:26:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added user to SHARE-SourceSafe-M after getting approval and group confirmation from the manager. | [NAME]
2012-02-15 14:18:06 | 2012-02-16 13:16:53 | INC0018372 | 5 - Medium | Service Request | Resolved |  | User [NAME] for Laptop | [NAME] | Service Desk | Laptop | Hardware | Peripheral | Request/Replace | True | LockS |  | [NAME] | 2012-02-15 14:24:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Provided user with the information needed. | [NAME]
2012-02-15 14:18:33 |  | INC0018374 | 5 - Medium | Service Request | Pending | Pending Customer | Off Board [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-15 14:19:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 14:19:38 |  | INC0018377 | 5 - Medium | Service Request | Transferred | Pending Customer | Off Board [NAME] | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | RobinsonJoe |  |  | 2012-02-23 09:46:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-15 14:21:23 | 2012-02-15 16:00:52 | INC0018378 | 5 - Medium | Incident | Closed |  | I drive full | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | Access | False | system |  | [NAME] | 2012-02-15 14:31:10 | 2665-04-14 00:00:00 | 2665-04-14 00:00:00 | I drive full | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) |  | [NAME]
2012-02-15 14:21:48 | 2012-02-15 16:42:35 | INC0018379 | 5 - Medium | Service Request | Closed |  | Off Board [NAME] | [NAME] | Deskside - Gaithersburg | Ad Promo (Prod) | Account Admin | Provisioning | Departure (Off-Boarding) | False | system |  | [NAME] | 2012-02-15 14:23:20 | 2665-03-20 00:00:00 | 2665-03-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User never had a computer | [NAME]
2012-02-15 14:25:03 | 2012-02-15 14:38:28 | INC0018380 | 5 - Medium | Service Request | Closed |  | Can not install printer | [NAME] | Service Desk | Printer | Hardware | Peripheral | Configuration | False | system |  | [NAME] | 2012-02-15 14:26:33 | 2664-09-06 00:00:00 | 2664-09-06 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I installed printer for Sam._x000D_ - I verified that he could print to this printer. | [NAME]
2012-02-15 14:27:12 | 2012-02-15 15:01:45 | INC0018381 | 5 - Medium | Service Request | Closed |  | software  ms access 2003 | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Software Install | False | system |  | [NAME] | 2012-02-15 15:01:45 | 2664-04-30 00:00:00 | 2664-04-30 00:00:00 | Ms Access 2003 | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | had remoted in and installed Ms Access 2003 _x000D_ _x000D_ | [NAME]
2012-02-15 14:31:25 | 2012-02-15 15:03:31 | INC0018384 | 5 - Medium | Service Request | Closed |  | Endnote install | [NAME] | Service Desk | CI Not Found | Applications | COTS | Install/Remove | False | system |  | [NAME] | 2012-02-15 15:01:25 | 2663-08-21 00:00:00 | 2663-08-21 00:00:00 | Endnote | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | app installed. this is resolved. | [NAME]
2012-02-15 14:33:32 | 2012-02-22 15:19:22 | INC0018385 | 5 - Medium | Service Request | Resolved |  | [NAME] Issues | [NAME] | Deskside - Gaithersburg | Laptop | Applications | OS | Configuration | True | SuttonJo |  | [NAME] | 2012-02-15 14:36:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-22-12 There was a hardware issue with this machine. The data was recovered but there was an issue with the HDD. The machine has been upgraded as a break/fix. The machine has been configured and collected by the customer. | [NAME]
2012-02-15 14:35:14 |  | INC0018387 | 6 - Low | Service Request | In Progress |  | New Hire - [NAME] setup voice on ext 81223 | [NAME] | IMAC Coordinator | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | McBrydeE |  |  | 2012-02-22 15:07:56 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-15 14:37:09 | 2012-02-22 17:29:23 | INC0018388 | 5 - Medium | Incident | Resolved | Pending Customer | Needs Help Changing User's [NAME] | [NAME] | Voice | [NAME] | Telephony | [NAME] | Access | True | RobertsTr |  | [NAME] | 2012-02-15 15:05:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User was able to access voice mail | [NAME]
2012-02-15 14:38:17 | 2012-02-21 07:25:47 | INC0018389 | 5 - Medium | Service Request | Resolved |  | add to distribution lists | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Distribution List | True | StilesH |  | [NAME] | 2012-02-15 14:58:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | added to the lists. | [NAME]
2012-02-15 14:42:14 | 2012-02-17 15:54:56 | INC0018390 | 5 - Medium | Service Request | Resolved | Pending Customer | Off Board [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-15 14:45:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Child Tickets resolved. | [NAME]
2012-02-15 14:42:39 | 2012-02-16 18:55:25 | INC0018391 | 5 - Medium | Service Request | Resolved | Pending Customer | Outlook correction | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | NguyenQ |  | [NAME] | 2012-02-15 14:44:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The correction in the title has been completed, [NAME]'s title is now [NAME]. | [NAME]
2012-02-15 14:44:21 | 2012-02-21 08:32:07 | INC0018392 | 5 - Medium | Service Request | Resolved |  | Needs to Change Out of the Office Message | [NAME] | Exchange Server Support | Outlook 2003 | Other | Other | Other | True | roosd |  | [NAME] | 2012-02-15 15:02:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | updated the Out Of Office as per the request. | [NAME]
2012-02-15 14:46:04 |  | INC0018394 | 5 - Medium | Incident | Pending | Pending Customer | I: drive Engineering -  disk full?? | [NAME] | SAN Storage Support | MD1FS011 | Server/Data Center | Database/System | Fault/Error | True | LeebP |  | [NAME] | 2012-02-17 10:25:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-15 14:46:33 | 2012-02-17 12:08:08 | INC0018397 | 5 - Medium | Service Request | Resolved | Pending Customer | Off Board [NAME] | [NAME] | Voice | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-17 11:40:22 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Child Tickets resolved. | [NAME]
2012-02-15 14:47:56 | 2012-02-15 16:45:13 | INC0018400 | 5 - Medium | Service Request | Resolved |  | Off Board [NAME] | [NAME] | Deskside - California | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-15 14:49:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Child Tickets resolved. | [NAME]
2012-02-15 14:50:40 | 2012-02-16 12:58:14 | INC0018404 | 5 - Medium | Service Request | Resolved |  | PC Request Form - PCR11272 | [NAME] | IMAC Coordinator | Laptop | Hardware | Computer | Request/Replace | True | HerronG |  | [NAME] | 2012-02-16 09:54:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | GH, delivered a new T420 to user._x000D_ Green Tag 4890497_x000D_ S/N - MD1R8-XE8ZV | [NAME]
2012-02-15 14:53:23 |  | INC0018407 | 5 - Medium | Incident | In Progress | Pending Customer | Quite a few websites he is not able to access that he had access to before | [NAME] | Deskside - Gaithersburg | Internet Explorer 7 | Applications | COTS | Access | True | JamisonB |  | [NAME] | 2012-02-15 15:24:01 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 1
2012-02-15 14:55:31 | 2012-02-21 12:24:06 | INC0018412 | 5 - Medium | Service Request | Resolved |  | Please remove Symantec Network Threat Protection from all new Sharepoint servers | [NAME] | Intel Server Support | Sharepoint (QAS) | Applications | Business Applications | Configuration | True | KirkhamB |  | [NAME] | 2012-02-15 14:57:29 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Complete | [NAME]
2012-02-15 14:58:10 | 2012-02-22 09:57:37 | INC0018416 | 5 - Medium | Service Request | Resolved | Pending Customer | user requesting that [NAME] laptop be picked up | [NAME] | Deskside - Gaithersburg | Desktop | Hardware | Computer | Request/Replace | True | SuttonJo |  | [NAME] | 2012-02-15 15:07:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-22-12 Machine has been picked up. | [NAME]
2012-02-15 15:03:54 |  | INC0018418 | 5 - Medium | Service Request | Pending | Pending Customer | user would like name changed in AD | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | QuinsonM |  | [NAME] | 2012-02-15 15:06:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 15:07:33 |  | INC0018419 | 5 - Medium | Incident | In Progress | Pending Customer | Request to install HPQC updates | [NAME] | Deskside - Gaithersburg | HPQC (Prod) | Applications | Business Applications | Fault/Error | True | GeorgeMa |  | [NAME] | 2012-02-15 15:08:46 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 15:09:12 | 2012-02-17 14:25:35 | INC0018420 | 5 - Medium | Incident | Resolved | Pending Customer | issues installing i-speed Authoring Tool | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Access | True | GeorgeMa |  | [NAME] | 2012-02-16 10:07:44 | 00:00:00 |  | i-speed | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Re-configured the Authoring tool file and resolved the issue | [NAME]
2012-02-15 15:20:26 | 2012-02-15 16:00:14 | INC0018425 | 5 - Medium | Service Request | Closed |  | Adobe Writer Installed | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-15 15:22:59 | 2655-08-02 00:00:00 | 2655-08-02 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk |  | [NAME]
2012-02-15 15:24:21 | 2012-02-15 15:29:52 | INC0018426 | 5 - Medium | Service Request | Closed |  | extend contractors AD account | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Account | False | system |  | [NAME] | 2012-02-15 15:29:51 | 2654-12-10 00:00:00 | 2654-12-10 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | extended [NAME] AD account out another 90 days per user. | [NAME]
2012-02-15 15:26:12 | 2012-02-15 15:32:28 | INC0018427 | 5 - Medium | Service Request | Closed |  | Excel Opening Slow | [NAME] | Service Desk | Excel 2003 | Applications | Business Applications | Install/Remove | False | system |  | [NAME] | 2012-02-15 15:32:28 | 2654-08-21 00:00:00 | 2654-08-21 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Remoted into users computer and removed the microsoft validation tool. | [NAME]
2012-02-15 15:29:41 | 2012-02-15 15:35:02 | INC0018429 | 5 - Medium | Incident | Closed |  | Medizone Is not Showing Departments | [NAME] | Service Desk | CI Not Found | Other | Other | Other | False | system |  | [NAME] | 2012-02-15 15:30:46 | 2654-01-24 00:00:00 | 2654-01-24 00:00:00 | MediZone | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | To Resolve this problem:_x000D_ Go to MediZone._x000D_ Click on My Account._x000D_ Click on Edit User Profile._x000D_ Change the location to the correct place._x000D_ Click on the Finish Button at the top. | [NAME]
2012-02-15 15:29:55 | 2012-02-16 11:45:22 | INC0018430 | 5 - Medium | Service Request | Resolved |  | user requesting 2 contractors AD accounts be modified so as to be added to a DL | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-15 15:34:25 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added to the Frederick list and removed from the [NAME] group. | [NAME]
2012-02-15 15:30:39 | 2012-02-15 15:32:58 | INC0018431 | 5 - Medium | Incident | Closed |  | SAP Installation | [NAME] | Deskside - Gaithersburg | SAP BI (Dev) | Applications | Business Applications | Access | False | system |  | Avinash Dunham | 2012-02-15 15:32:39 | 2653-11-27 00:00:00 | 2653-11-27 00:00:00 |  | 1-2 Users Affected | Avinash Dunham | False | 0 | Solved (Permanently) | Installed Sap on the users workstation with MINATP ini files. | Avinash Dunham
2012-02-15 15:30:46 | 2012-02-15 15:47:57 | INC0018432 | 5 - Medium | Incident | Closed |  | End users not able to log in to eLMS. Needs to have info updated in AD | SreeLakshmi Tallam | Service Desk | CI Not Found | Account Admin | General | Access | False | system |  | Stephanie Hightower | 2012-02-15 15:38:14 | 2653-11-20 00:00:00 | 2653-11-20 00:00:00 | active directory | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | I updated the employee id numbers in Active Directory. | Stephanie Hightower
2012-02-15 15:36:39 | 2012-02-15 15:40:17 | INC0018435 | 5 - Medium | Service Request | Closed |  | battery replacement | [NAME] | Deskside - Gaithersburg | Battery | Hardware | Peripheral | Request/Replace | False | system |  | Avinash Dunham | 2012-02-15 15:37:38 | 2652-12-02 00:00:00 | 2652-12-02 00:00:00 |  | 1-2 Users Affected | Avinash Dunham | False | 0 | Solved (Permanently) | User came to iTech and I gave him a brand new t61 laptop battery that would then hold a charge. | Avinash Dunham
2012-02-15 15:36:51 | 2012-02-15 16:10:49 | INC0018436 | 5 - Medium | Service Request | Closed |  | acrobat install | [NAME], Jr. | Service Desk | [NAME] | Applications | COTS | How To | False | system |  | [NAME] | 2012-02-15 15:43:03 | 2652-11-20 00:00:00 | 2652-11-20 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I answered, [NAME]'s questions about where to get a license. | [NAME]
2012-02-15 15:37:30 | 2012-02-15 15:59:31 | INC0018440 | 5 - Medium | Service Request | Closed |  | Laptop Battery is Dead | [NAME] | Deskside - Field Sales | Laptop | Hardware | Computer | Request/Replace | False | system |  | [NAME] | 2012-02-15 15:45:07 | 2652-10-12 00:00:00 | 2652-10-12 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User have been given instructions on how to place a order for a new battery | [NAME]
2012-02-15 15:38:56 | 2012-02-15 15:42:54 | INC0018441 | 5 - Medium | Service Request | Closed |  | phones in conferance room not working | [NAME] | Service Desk | CI Not Found | Hardware | Peripheral | Request For Information | False | system |  | [NAME] | 2012-02-15 15:42:54 | 2652-07-18 00:00:00 | 2652-07-18 00:00:00 | conferance room | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | supplied user with the conferance room support contact information. | [NAME]
2012-02-15 15:39:02 | 2012-02-16 15:01:36 | INC0018442 | 5 - Medium | Service Request | Resolved |  | Home folder missing on H drive | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Home Folder | True | [NAME] |  | Rankit Thakkar | 2012-02-15 15:51:44 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Created a H Drive folder for User._x000D_ _x000D_ User must Log-Out and log-in to see changes. | Rankit Thakkar
2012-02-15 15:41:45 | 2012-02-15 15:44:27 | INC0018445 | 5 - Medium | Incident | Closed |  | Install Endnote X5 | Isharat Yusuf |  | CI Not Found | Applications | Business Applications | Access | False | system |  | Avinash Dunham |  | 2652-01-31 00:00:00 | 2652-01-31 00:00:00 | Endnote | 1-2 Users Affected | Avinash Dunham | False | 0 | Solved (Permanently) | User provided CD and serial for software, so I was able to install it successfully. | Avinash Dunham
2012-02-15 15:44:45 | 2012-02-15 15:49:29 | INC0018446 | 5 - Medium | Incident | Closed |  | Remove Office file validation add in | [NAME] | Deskside - Gaithersburg | Excel 2003 | Applications | Business Applications | Performance | False | system |  | Avinash Dunham | 2012-02-15 15:48:39 | 2651-08-04 00:00:00 | 2651-08-04 00:00:00 |  | 1-2 Users Affected | Avinash Dunham | False | 0 | Solved (Permanently) | User came to [NAME] and I removed the office file validation add in within control panel, and excel would then open the files correctly and not crash. | Avinash Dunham
2012-02-15 15:46:31 | 2012-02-17 09:04:36 | INC0018447 | 5 - Medium | Service Request | Resolved | Pending Customer | [NAME] setup | [NAME] | Voice | [NAME] | Telephony | [NAME] | Configuration | True | RobertsTr |  | [NAME] | 2012-02-16 09:34:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User was able to set up their voice mail... | [NAME]
2012-02-15 15:48:13 | 2012-02-15 16:16:54 | INC0018450 | 5 - Medium | Service Request | Closed |  | user could not get to home.medimmune.com | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-15 16:16:54 | 2651-01-08 00:00:00 | 2651-01-08 00:00:00 | ie | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | configured IE | [NAME]
2012-02-15 15:52:01 | 2012-02-15 15:58:55 | INC0018455 | 5 - Medium | Service Request | Closed |  | [NAME] | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-15 15:58:55 | 2650-05-25 00:00:00 | 2650-05-25 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Left a message on users voicemail with the new and network password | [NAME]
2012-02-15 15:54:58 | 2012-02-16 16:14:50 | INC0018456 | 5 - Medium | Incident | Resolved |  | User is unable to log into eLMS with his AD password | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Account Admin | General | Access | True | LockS |  | [NAME] | 2012-02-15 16:06:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Received word from the eLMS Helpdesk that this sittuation has been resolved. | [NAME]
2012-02-15 16:00:55 |  | INC0018459 | 5 - Medium | Incident | Assigned |  | cannot open 2 excel files. | [NAME] | SAN Storage Support | Excel 2003 | Applications | Business Applications | Performance | True | HallW |  |  | 2012-02-17 10:49:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-15 16:12:09 | 2012-02-16 15:35:01 | INC0018463 | 5 - Medium | Incident | Resolved | Pending Customer | Scanner function down on all e-copy machines on the 3rd floor | [NAME] | Intel Server Support | Copier | Printing | Hardware | Performance | True | TranTh |  | [NAME] | 2012-02-15 17:15:57 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Spoke with [NAME], and she verified that the scanner function was working. | Thuan Tran
2012-02-15 16:22:19 | 2012-02-21 12:21:00 | INC0018465 | 5 - Medium | Service Request | Resolved | Pending Customer | User requesting to replace a mouse. | [NAME] | Service Desk | [NAME] | Hardware | Peripheral | Request/Replace | True | LockS |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User received a replacement mouse from co-worker. | [NAME]
2012-02-15 16:26:21 | 2012-02-21 12:22:20 | INC0018466 | 5 - Medium | Incident | Resolved | Pending Customer | User needs a replacement headset. | [NAME] | Service Desk | CI Not Found | Hardware | Peripheral | Performance | True | LockS |  | [NAME] |  | 00:00:00 |  | Headset | 1-2 Users Affected | [NAME] | False | 0 | Not Solved | User requested I close the ticket. | [NAME]
2012-02-15 16:28:56 | 2012-02-22 17:29:58 | INC0018471 | 5 - Medium | Service Request | Resolved | Pending Customer | User has forgetten her [NAME] | [NAME] | Voice | [NAME] | Account Admin | Reset | Password | True | RobertsTr |  | [NAME] | 2012-02-15 16:33:01 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User was able to access voice mail | [NAME]
2012-02-15 16:29:52 |  | INC0018472 | 5 - Medium | Service Request | Pending | Pending Customer | Need 1 LUN expanded and 1 more LUN for eTMF proof of concept | [NAME] | Storage Backup Team | CI Not Found | Server/Data Center | Hardware | Request/Replace | True | SchultzD |  | [NAME] | 2012-02-15 16:33:28 | 00:00:00 |  | USMD1FSP001 | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 16:38:27 |  | INC0018473 | 5 - Medium | Incident | In Progress | Pending Customer | Insight  training problems with video | [NAME] | Deskside - Gaithersburg | Insight Training Certification (Prod) | Applications | Business Applications | Performance | True | GeorgeMa |  | [NAME] | 2012-02-16 09:06:44 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3
2012-02-15 16:39:14 |  | INC0018474 | 5 - Medium | Service Request | Pending | Assigned External | SAP Password Reset - AZ 3020547 | [NAME] | Service Desk | SAP BI (Prod) | Account Admin | Reset | Password | True | DawkinsG | AZ 3020547 | [NAME] | 2012-02-15 16:51:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 16:39:17 |  | INC0018475 | 5 - Medium | Service Request | Pending | Pending Customer | Cannot access ELMS | [NAME] | CZ - Enterprise Application - Support | Elements | Account Admin | Modify | Access | True | MullaveeduB |  | [NAME] | 2012-02-15 17:19:39 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-15 16:44:39 | 2012-02-16 11:15:27 | INC0018481 | 5 - Medium | Service Request | Resolved |  | User needs Captivate 5.5 installed on her computer | [NAME] | Deskside - PA | CI Not Found | Applications | Business Applications | Install/Remove | True | PrioloJ |  | [NAME] | 2012-02-15 17:00:19 | 00:00:00 |  | [NAME] | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Application installed on users PC | [NAME]
2012-02-15 16:46:30 |  | INC0018483 | 5 - Medium | Incident | Assigned |  | Location does not update on users [NAME] | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Fault/Error | True | PusslerJ |  |  | 2012-02-20 15:49:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-15 16:50:59 | 2012-02-15 16:55:36 | INC0018486 | 5 - Medium | Incident | Closed |  | Outlook error | [NAME] | Deskside - PA | Outlook 2003 | Applications | Outlook | Fault/Error | False | system |  | [NAME] | 2012-02-15 16:55:00 | 2640-09-16 00:00:00 | 2640-09-16 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Disabled VIEWMAIL add-in. Resolved. | [NAME]
2012-02-15 16:51:02 |  | INC0018488 | 5 - Medium | Service Request | In Progress |  | User needs Adobe Captivate 5.5 installed on her manager's computer | [NAME] | Deskside - PA | CI Not Found | Applications | Business Applications | Install/Remove | True | PrioloJ |  | [NAME] | 2012-02-15 16:59:26 | 00:00:00 |  | [NAME] | 1-2 Users Affected | [NAME] | False | 1
2012-02-15 16:52:04 | 2012-02-15 16:59:07 | INC0018489 | 5 - Medium | Service Request | Closed |  | User wants to Order new laptop | [NAME] | Service Desk | Laptop | Hardware | Computer | Request For Information | False | system |  | [NAME] | 2012-02-15 16:59:07 | 2640-07-13 00:00:00 | 2640-07-13 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Lead the user to the PC Request Form | [NAME]
2012-02-15 16:54:28 | 2012-02-21 08:36:36 | INC0018490 | 5 - Medium | Incident | Resolved |  | Delivery has failed to these recipients or groups | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Fault/Error | True | roosd |  | [NAME] | 2012-02-15 17:16:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Maximum number of body parts (250) per message exceeded ConversionFailedException: Content conversion: is due to certain limitations of Outlook and Exchange._x000D_ These settings cannot be changed. The email that is failing would have to be altered to fit into these limits. | [NAME]
2012-02-15 16:59:01 | 2012-02-15 17:04:53 | [NAME] | 5 - Medium | Service Request | Closed |  | [NAME] | [NAME] | Service Desk | Internet Explorer 7 | Applications | Business Applications | s_Business Applications_Request For [NAME] | False | system |  | [NAME] | 2012-02-15 17:04:53 | 2639-05-23 00:00:00 | 2639-05-23 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Advised user that the installation of FireFox has not been approved. | [NAME]
2012-02-15 17:02:21 | 2012-02-15 17:07:13 | INC0018495 | 5 - Medium | Incident | In Progress | Pending Customer | [NAME] performance. | [NAME] | Deskside - Gaithersburg | Excel 2003 | Applications | Business Applications | Performance | True | GeorgeMa |  | [NAME] | 2012-02-15 19:36:37 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 2 | Solved First Call by Service Desk | Asked the user to reboot the PC_x000D_ | [NAME]
2012-02-15 17:05:30 | 2012-02-21 09:47:03 | INC0018496 | 5 - Medium | Service Request | Resolved |  | User needs 8 software packages installed | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Software Install | True | JamisonB |  | [NAME] | 2012-02-15 17:11:30 | 00:00:00 |  | Snagit | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | installed:_x000D_ Snag It _x000D_ IE8 and Web Developer Tools_x000D_ MS Project _x000D_ [NAME] _x000D_ _x000D_ user will need rfc for firefox and needs to order adobe software and is aware of that_x000D_ _x000D_ | [NAME]
2012-02-15 17:14:20 | 2012-02-15 17:29:31 | INC0018500 | 5 - Medium | Service Request | Closed |  | Need to install [NAME] and unable to load org chart. | [NAME] | Service Desk | [NAME] 2003 | Applications | Business Applications | How To | False | system |  | [NAME] | 2012-02-15 17:29:31 | 2636-11-15 00:00:00 | 2636-11-15 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | installed visio, and loaded IE7 with ops account to install active x | [NAME]
2012-02-15 17:14:47 | 2012-02-16 10:17:35 | INC0018501 | 5 - Medium | Service Request | Resolved |  | User's network account has expired. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | PacuanL |  | [NAME] | 2012-02-15 17:27:38 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Account extended with the manager's approval. | [NAME]
2012-02-15 17:16:43 | 2012-02-15 17:25:14 | INC0018502 | 5 - Medium | Incident | Closed |  | Password has expired | Rustem Tuganov | Accounts Administration | AD (Active Directory) Account | Account Admin | General | Access | False | system |  |  | 2012-02-15 17:33:43 | 2636-06-25 00:00:00 | 2636-06-25 00:00:00 |  | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | [NAME]  manager called to get the password reset for Rustem Tuganov _x000D_ I reset the password in AD and sent an E-Mail to [NAME] who requested it ._x000D_ I also waited till Rustem was able to login successfully. | [NAME]
2012-02-15 17:35:18 | 2012-02-17 16:45:19 | INC0018514 | 5 - Medium | Service Request | Resolved |  | User is requesting a program he assisted develop be installed on his Medi Device | [NAME] | Deskside - California | CI Not Found | Applications | Business Applications | Install/Remove | True | liceaj |  | [NAME] | 2012-02-15 17:43:31 | 00:00:00 |  | RFC Scan | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | New software was installed as a local admin for the user. | [NAME]
2012-02-15 17:52:41 | 2012-02-17 11:02:05 | INC0018519 | 5 - Medium | Service Request | Resolved | Pending Customer | User requesting [NAME] 2003 installation | [NAME] | Deskside - Gaithersburg | [NAME] 2003 | Applications | Business Applications | Install/Remove | True | SuttonJo |  | [NAME] | 2012-02-15 18:09:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | JS 02-17-12 Visio 2003 has been installed. | [NAME]
2012-02-15 17:53:20 | 2012-02-21 10:35:16 | [NAME] | 5 - Medium | Service Request | Resolved |  | GlucagonGLP1 FTM on Monday 13th February | [NAME] | Exchange Server Support | Outlook 2003 | Applications | Outlook | Configuration | True | roosd |  | [NAME] | 2012-02-15 17:56:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I have created some rules on the Exchange Edge Servers to stop the filtering of URL files from AZ. | [NAME]
2012-02-15 17:56:15 | 2012-02-16 11:30:08 | INC0018521 | 5 - Medium | Service Request | Resolved | Pending Customer | [NAME] password . | [NAME] | Voice | Blackberry | Hardware | Mobile Device | How To | True | RobertsTr |  | [NAME] | 2012-02-15 18:06:25 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User informed access to their voice mail. | [NAME]
2012-02-15 17:58:33 |  | INC0018522 | 5 - Medium | Service Request | In Progress | Pending Customer | PC Request Form - PCR11274 | [NAME] | IMAC Coordinator | Laptop | Hardware | Computer | Request/Replace | True | HerronG |  | [NAME] | 2012-02-16 12:33:09 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-15 18:02:45 |  | INC0018523 | 5 - Medium | Service Request | In Progress |  | On Boarding Form - OBF13186-NeVaughn Brown -2/21/12 | [NAME] | Deskside - PA | AD (Active Directory) Account | Account Admin | New | Account | True | HillJos |  | [NAME] | 2012-02-21 10:05:15 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-15 18:05:09 | 2012-02-15 18:47:02 | INC0018524 | 5 - Medium | Incident | Closed |  | outlook 2003 does not open | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Performance | False | system |  | [NAME] | 2012-02-15 18:47:02 | 2628-07-11 00:00:00 | 2628-07-11 00:00:00 |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Had remoted in and first rename the OST.EXE file then still would not open _x000D_ Then i rebuild the profile_x000D_ Then i went in taskmanager and ended outlook processes_x000D_ Then she was able to open outlook sucessfully._x000D_ | [NAME]
2012-02-15 18:06:30 | 2012-02-23 09:51:30 | INC0018525 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13187 -Robert Gosselin-3/12/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | True | KellyPa |  | [NAME] | 2012-02-15 18:08:35 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account created and tickets sent to deskside and voice to complete setup | [NAME]
2012-02-15 18:23:45 | 2012-02-16 18:04:31 | INC0018529 | 5 - Medium | Service Request | Resolved |  | [NAME] T400 laptop to Torrey Pines conference room | [NAME] | Deskside - California | Laptop | Hardware | Computer | Request/Replace | True | liceaj |  | [NAME] | 2012-02-15 18:26:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | laptop was given to [NAME] to install in the new conference room | [NAME]
2012-02-15 18:35:46 | 2012-02-16 15:34:57 | [NAME] | 5 - Medium | Incident | Resolved | Pending Customer | User unable to write to his network drive. | [NAME] | Accounts Administration | CI Not Found | Server/Data Center | Database/System | Fault/Error | True | [NAME] |  | Rankit Thakkar | 2012-02-15 18:50:19 | 00:00:00 |  | Shared Folder | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | Resolved._x000D_ _x000D_ User MUST log-out and log-in to see changes. | Rankit Thakkar
2012-02-15 18:38:31 | 2012-02-22 12:31:07 | INC0018531 | 5 - Medium | Service Request | Resolved |  | trying to launch how to manual, it is prompting him to install java | [NAME] | Deskside - Gaithersburg | KIMunity (Prod) | Server/Data Center | Database/System | Access Request | True | KeyserM |  | [NAME] | 2012-02-15 18:41:03 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Received email from [NAME] that the issue has been resolved | [NAME]
2012-02-15 19:23:36 | 2012-02-17 01:13:52 | INC0018538 | 4 - High | Incident | Resolved | Assigned External | Password needs to reset for the user oracle Server -SBYMAS076 | Sathish Kumar | Service Desk | eCDH (QAS) | Account Admin | General | Access | True | WeaverA | IBM 3021010 | [NAME] | 2012-02-16 05:10:23 | 00:00:00 |  |  | 2 to 20 Users Affected | Sathish Kumar | False | 3 | Solved (Permanently) | called IBM. _x000D_ speaking with [NAME]. _x000D_ The users are able to log in. _x000D_ _x000D_ -Anthony Weaver | [NAME]
2012-02-15 19:41:24 | 2012-02-15 19:57:15 | INC0018541 | 5 - Medium | Service Request | Closed |  | Request for Command Center Room | [NAME] | Service Desk | CI Not Found | Non IT Services related | Non IT Services Related | Phone Call | False | system |  | [NAME] | 2012-02-15 19:57:15 | 2730-12-29 00:00:00 | 2730-12-29 00:00:00 | request | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Contacted Command Center and explained [NAME] would like the address they are in._x000D_ He was already at OMW looking for the room number._x000D_ I perform a warm transfer to the Command Center. | [NAME]
2012-02-15 20:01:03 | 2012-02-22 13:28:37 | INC0018545 | 5 - Medium | Service Request | Resolved |  | IP assignment for Emerald Migration | [NAME] | Intel Server Support | SBYMAS316 | Account Admin | Modify | Account | True | TchaboJ |  | [NAME] | 2012-02-15 20:21:03 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Assigned requested IP addresses from IPAM | [NAME]
2012-02-15 20:22:14 | 2012-02-16 20:18:21 | INC0018548 | 6 - Low | Incident | Resolved |  | Monitoring G&A - Operations Applications | [NAME] | CZ - G&A - Support | Contract Request (Prod) | Applications | Business Applications | Performance | True | KrishnarajS |  | [NAME] | 2012-02-15 20:28:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Monitoring is completed | [NAME]
2012-02-15 20:26:43 | 2012-02-16 11:59:45 | INC0018549 | 5 - Medium | Service Request | Resolved |  | password reset | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | True | YeY |  | [NAME] | 2012-02-15 20:51:12 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | advised user to call back if she still locked out | [NAME]
2012-02-15 20:49:12 |  | INC0018552 | 5 - Medium | Service Request | Pending | Pending Part | Invalid username and password when trying to log into Maximo | [NAME] | CZ - Operations - Support | MAXIMO (Prod) | Account Admin | Modify | Access | True | KrishnarajS |  | [NAME] | 2012-02-15 20:49:52 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 22:14:43 |  | INC0018564 | 5 - Medium | Incident | Pending | Assigned External | MI Alerts (medimmune158) [NAME] | [NAME] | Service Desk | MEDIMMUNE158 | Server/Data Center | Database/System | Fault/Error | True | WeaverA | 3021359 | [NAME] | 2012-02-15 22:17:01 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-15 22:38:16 | 2012-02-16 14:31:59 | INC0018567 | 5 - Medium | Service Request | Resolved |  | Request for access to shared drive | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Access | True | YeY |  | Rankit Thakkar | 2012-02-15 22:41:04 | 00:00:00 |  | Shared Drive Access | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Gave both users proper access._x000D_ _x000D_ User to Log-out and log-in to see the changes. | Rankit Thakkar
2012-02-15 23:01:34 | 2012-02-22 10:27:29 | INC0018568 | 5 - Medium | Service Request | Resolved |  | [NAME]Voicemail Activiation | [NAME] | Deskside - Frederick | [NAME] | Telephony | [NAME] | Configuration | True | BosherB |  | [NAME] | 2012-02-15 23:27:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | replaced phone with another phone due to hardware error | [NAME]
2012-02-15 23:06:12 | 2012-02-15 23:24:48 | INC0018569 | 5 - Medium | Service Request | Closed | Pending Customer | [NAME]. | Anand Brahmbhatt | Service Desk | CI Not Found | Account Admin | Reset | Password | False | system |  | [NAME] | 2012-02-15 23:17:50 | 2727-12-09 00:00:00 | 2727-12-09 00:00:00 | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reset password. | [NAME]
2012-02-16 00:00:49 | 2012-02-16 11:16:08 | INC0018573 | 5 - Medium | Service Request | Resolved |  | Printer Connection | [NAME] | Deskside - California | Printer | Printing | Hardware | Configuration | True | MaggioloM |  | [NAME] | 2012-02-16 00:06:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Printer connected and test page successfully printed. | [NAME]
2012-02-16 01:04:11 | 2012-02-17 22:23:23 | INC0018577 | 5 - Medium | Incident | Resolved | Assigned External | MI ALERT Medimmune52 | [NAME] | Service Desk | MEDIMMUNE52 | Server/Data Center | Database/System | Fault/Error | True | WeaverA | 3021367 | [NAME] | 2012-02-16 01:05:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Ticket resolved from IBM. _x000D_ _x000D_ -Anthony Weaver | [NAME]
2012-02-16 01:32:14 |  | INC0018578 | 5 - Medium | Incident | Pending | Pending Part | non-sap job issue | Saket Sinho | CZ - G&A - Support | SAP ECC (Prod) | Other | Other | Other | True | SahooA |  | [NAME] | 2012-02-16 01:55:31 | 00:00:00 |  |  | 1-2 Users Affected | Saket Sinho | False | 0
2012-02-16 02:56:48 | 2012-02-16 19:00:41 | INC0018581 | 6 - Low | Incident | Resolved |  | Monitoring R&D Applications | [NAME] | CZ - Research & Development - Support | Aperio US (Prod) | Applications | Business Applications | Performance | True | [NAME] |  | [NAME] | 2012-02-16 02:59:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] | [NAME]
2012-02-16 03:09:14 | 2012-02-16 19:52:19 | INC0018582 | 5 - Medium | Incident | Resolved |  | monitoring for EA_16th Feb | [NAME] | CZ - Enterprise Application - Support | 2811-TermS-SBY | Applications | Business Applications | Access | True | MullaveeduB |  | [NAME] | 2012-02-16 03:10:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | REsolved | [NAME]
2012-02-16 03:11:07 | 2012-02-16 19:53:21 | [NAME] | 5 - Medium | Incident | Resolved |  | MONITORING FOR EDM_16th feb | [NAME] | CZ - Collaboration & BI - Support | 2811-TermS-SBY | Applications | Business Applications | Access | True | MullaveeduB |  | [NAME] | 2012-02-16 03:12:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | resolved | [NAME]
2012-02-16 04:18:27 | 2012-02-21 10:43:46 | INC0018587 | 5 - Medium | Service Request | Resolved | Pending Customer | Access to Sharepoint | Margot Freericks | CZ - Collaboration & BI - Support | Sharepoint (Prod) | Account Admin | Modify | Access | True | MidgetteN |  | [NAME] | 2012-02-21 10:06:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4 | Solved (Permanently) | User access provided. | [NAME]
2012-02-16 04:47:00 | 2012-02-17 11:35:02 | INC0018589 | 5 - Medium | Service Request | Resolved |  | Create OPS account for Naeem Khalid | [NAME] | Intel Server Support | USMD1DSP001 | Account Admin | New | Account | True | TranTh |  | Thuan Tran | 2012-02-17 11:10:32 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Added Ops_KhalidN to the Admins-Citrix group. | Thuan Tran
2012-02-16 04:55:56 |  | INC0018590 | 5 - Medium | Incident | Pending | Pending Customer | [NAME] is unable to access the wireless network from his office on his Mac | [NAME] | Network Level 2 | Wireless | Network/Connectivity | Wireless | Access | True | OkrasaL |  | Leszek Okrasa | 2012-02-16 04:59:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 05:24:26 |  | INC0018593 | 5 - Medium | Service Request | In Progress |  | [NAME] | [NAME] | Accounts Administration | Citrix | Account Admin | Modify | Access | True | StilesH |  | [NAME] | 2012-02-22 10:12:38 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 8
2012-02-16 06:19:31 |  | INC0018595 | 5 - Medium | Service Request | Pending | Pending Customer | Elements Account Mix up. | Skylar Covington | CZ - Enterprise Application - Support | Elements | Account Admin | Modify | Account | True | MullaveeduB |  | [NAME] | 2012-02-16 06:21:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 06:26:04 | 2012-02-16 09:15:29 | INC0018596 | 5 - Medium | Service Request | Resolved | Pending Customer | AD Account Expired | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | [NAME] |  | Rankit Thakkar | 2012-02-16 06:30:04 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account Extended till May 15, 2012 | Rankit Thakkar
2012-02-16 07:09:45 | 2012-02-21 09:35:43 | INC0018598 | 5 - Medium | Service Request | Resolved | Assigned External | Printers to be setup on citrix associated with UK1AS007 | Terence Burgess | Service Desk | MD1AS090 | Printing | Application | Configuration | True | PerryA | 3028951 | [NAME] | 2012-02-17 05:36:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Sandeep called the service desk, and confirmed that this ticket has been resolved. | [NAME]
2012-02-16 07:19:21 | 2012-02-16 07:36:35 | INC0018600 | 5 - Medium | Incident | Resolved |  | Receives message to set up Outlook | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | True | HightowerS |  | Stephanie Hightower | 2012-02-16 07:21:43 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Configured Outlook 2003 for [NAME].  Not sure why she received the set up wizard, but she is now able to access her emails. | Stephanie Hightower
2012-02-16 07:21:44 | 2012-02-17 14:04:14 | INC0018601 | 5 - Medium | Service Request | Resolved |  | This is duplicate of INC0018613. | [NAME] | Accounts Administration | CI Not Found | Account Admin | New | Distribution List | True | NguyenQ |  | [NAME] | 2012-02-16 07:24:08 | 00:00:00 |  | Distribution List | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This is duplicate of INC0018613. | [NAME]
2012-02-16 07:24:25 | 2012-02-16 10:59:23 | INC0018602 | 4 - High | Service Request | Resolved |  | Primary Account has expired. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | NguyenQ |  | [NAME] | 2012-02-16 08:52:47 | 00:00:00 |  | Account Extension | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | The account has been extended until 5/5/12 from 2/15/12. | [NAME]
2012-02-16 07:45:54 |  | INC0018606 | 5 - Medium | Service Request | Pending | Pending Customer | Locked out of Elements | [NAME] | CZ - Enterprise Application - Support | Elements | Applications | Business Applications | [NAME] | True | MullaveeduB |  | [NAME] | 2012-02-16 07:50:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-16 07:51:33 |  | [NAME] | 5 - Medium | Service Request | Pending | Pending Customer | Creation of new Weather Related Information Page for Fredericks Community | [NAME] | CZ - Collaboration & BI - Support | Intranet - MediZone (Prod) | Applications | COTS | New Request | True | MisraS |  | Srinam Misra | 2012-02-16 07:56:15 | 00:00:00 |  |  | 1-2 Users Affected | Srinam Misra | False | 0
2012-02-16 08:25:26 | 2012-02-16 08:35:03 | INC0018609 | 5 - Medium | Service Request | Resolved |  | Outlook trying to download, but it's already installed | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Configuration | True | KrittJ |  | [NAME] | 2012-02-16 08:35:03 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I remoted to his computer and opened outlook in safe mode and it opened fine, then I opened outlook regularly and I wasn't prompted to install/upgrade | [NAME]
2012-02-16 08:28:32 | 2012-02-16 08:33:01 | INC0018610 | 5 - Medium | Service Request | Resolved |  | question about moving his equipment to another cube. | [NAME] | Service Desk | [NAME] | Hardware | Peripheral | Request For Information | True | HallW |  | [NAME] | 2012-02-16 08:33:00 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | informed the user that moving his equipment to another cube would not cause him to have any connectivity problems. | [NAME]
2012-02-16 08:32:29 | 2012-02-16 15:09:40 | INC0018611 | 5 - Medium | Service Request | Resolved |  | Access to Database | [NAME] | Accounts Administration | Access 2003 | Account Admin | Modify | Access | True | [NAME] |  | Rankit Thakkar | 2012-02-16 08:34:49 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME]. Users Must Log-out and Log-in to see the changes. | Rankit Thakkar
2012-02-16 08:32:33 | 2012-02-20 08:15:27 | INC0018612 | 5 - Medium | Service Request | Resolved |  | Request to have a printer installed on Citrix server MD1AS090 | [NAME] | Service Desk | MD1AS090 | Printing | Hardware | Configuration | True | TorrenceA |  | [NAME] | 2012-02-17 05:36:42 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 2 | Solved (Permanently) | From: [NAME], Satish _x000D_ Sent: Friday, February 17, 2012 5:40 PM_x000D_ To: Torrence, Andrew_x000D_ Cc: Raja, Neelakandan_x000D_ Subject: INC000003028083 - Request to have a printer installed on Citrix server MD1AS090_x000D_ _x000D_ Andrew_x000D_  _x000D_ A new local printer MD2_633_4L25_HP3015 is installed on MD1AS090. Please access it with name \\MD1AS090\MD2_633_4L25_HP3015_x000D_  _x000D_ I would go ahead and archive this request. Please let me know if you have problems accessing the printer._x000D_  _x000D_ Thanks and Regards,_x000D_ [NAME], Satish_x000D_ Intel Support._x000D_  _x000D_ _________________________________________x000D_ | [NAME]
2012-02-16 08:32:56 | 2012-02-21 14:17:54 | INC0018613 | 4 - High | Service Request | Resolved | Pending Customer | Email lists for Feb and Oct 2012 surveys New DL | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Distribution List | True | NguyenQ |  | [NAME] | 2012-02-16 08:36:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The DLs have been created, titled "Spring IS CSAT" for the February list and "Fall IS CSAT" for the October list. | [NAME]
2012-02-16 08:34:07 | 2012-02-16 09:26:39 | INC0018614 | 5 - Medium | Incident | Resolved |  | Issues with Microsoft Office | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Performance | True | DunhamAv |  | Avinash Dunham | 2012-02-16 09:02:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Spoke to user, opened office programs an safe mode to reset registry key settings, and programs then opened normally. | Avinash Dunham
2012-02-16 08:34:42 |  | INC0018615 | 5 - Medium | Service Request | In Progress | Pending Customer | excel 2k7 installation request. | [NAME] | Deskside - Gaithersburg | Excel 2007 | Applications | Business Applications | Install/Remove | True | IrvineG |  | [NAME] | 2012-02-17 18:17:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-16 08:35:37 | 2012-02-16 08:52:22 | INC0018616 | 5 - Medium | Incident | Resolved |  | can't open excel file | [NAME] | Service Desk | Excel 2003 | Applications | COTS | Fault/Error | True | KrittJ |  | [NAME] | 2012-02-16 08:52:22 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I removed the file validation from add/remove programs, installed as an automatic update and it worked | [NAME]
2012-02-16 08:37:40 | 2012-02-16 09:13:21 | INC0018617 | 5 - Medium | Incident | Resolved |  | Account Has Expired | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | General | Access | True | [NAME] |  | Rankit Thakkar | 2012-02-16 08:43:38 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account Extended till May 15, 2012 | Rankit Thakkar
2012-02-16 08:41:05 |  | INC0018620 | 5 - Medium | Service Request | Pending | Pending Customer | IIS installed on [NAME] | [NAME] | CZ - Middleware & Citrix - Support | [NAME] | Applications | Business Applications | Install/Remove | True | SundaramSa |  | [NAME] | 2012-02-16 09:51:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-16 08:43:59 | 2012-02-16 09:05:03 | INC0018621 | 5 - Medium | Service Request | Resolved |  | information request reguarding the [EMAIL] mailbox | [NAME] | Service Desk | Outlook 2003 | Applications | Business Applications | s_Business Applications_Request For [NAME] | True | HallW |  | [NAME] | 2012-02-16 09:05:03 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | informed user that [EMAIL] appears to be maintained and managed by the accounts administration team. | [NAME]
2012-02-16 08:44:47 |  | INC0018622 | 5 - Medium | Service Request | Pending | Assigned External | SAP ARP Password Reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | True | TorrenceA | AZ 3024444 | [NAME] | 2012-02-16 08:46:48 | 00:00:00 |  | SAP ARP | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 08:51:50 | 2012-02-16 17:37:59 | INC0018624 | 5 - Medium | Service Request | Resolved | Assigned External | This is a duplicate of INC0018613. | [NAME] | Accounts Administration | Exchange 2010 | Account Admin | New | Distribution List | True | NguyenQ | INC0018613 | [NAME] | 2012-02-16 09:02:14 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This is a duplicate of INC0018613. | [NAME]
2012-02-16 08:52:09 | 2012-02-16 10:44:37 | INC0018625 | 5 - Medium | Incident | Resolved |  | Reset Grid Pin and Positon | Janice Fountain | Service Desk | OnTheGo | Account Admin | General | Access | True | [NAME] |  | [NAME] | 2012-02-16 08:52:58 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Information reset. | [NAME]
2012-02-16 09:04:14 | 2012-02-17 09:44:53 | INC0018629 | 5 - Medium | Incident | Resolved | Pending Customer | Needs Password to Log In | Amanda Forst | Service Desk | AD (Active Directory) Account | Account Admin | General | Access | True | KrittJ |  | [NAME] | 2012-02-17 09:44:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] password and sent it to her manager [NAME] | [NAME]
2012-02-16 09:06:25 | 2012-02-16 09:45:20 | INC0018630 | 5 - Medium | Incident | Resolved |  | error message in Aegis | [NAME] | Service Desk | Aegis (Dev) | Applications | Business Applications | Access | True | KrittJ |  | [NAME] | 2012-02-16 09:15:44 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | From: [NAME], Maria_x000D_ Sent: Thursday, February 16, 2012 9:28 AM_x000D_ To: Kritt, Jordan_x000D_ Subject: FW: [NAME]-SVC-1194_x000D_ I am back in!_x000D_ Thanks_x000D_ | [NAME]
2012-02-16 09:08:35 | 2012-02-16 09:27:04 | INC0018631 | 5 - Medium | Incident | Resolved |  | outlook asks for login info multiple times when retrieving email. | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | General | Access | True | HallW |  | [NAME] | 2012-02-16 09:27:03 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | changed users password in windows via ctrl+alt+del then clicking change password. | [NAME]
2012-02-16 09:20:27 |  | INC0018634 | 5 - Medium | Service Request | Assigned |  | New Hire - FTE - [NAME] -3/12/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-16 09:22:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 09:21:57 | 2012-02-16 09:47:41 | INC0018635 | 5 - Medium | Incident | Resolved |  | DNS Error | [NAME] | Service Desk | DNS | Applications | Business Applications | Fault/Error | True | StallingsT |  | [NAME] | 2012-02-16 09:47:41 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | FLush DNS_x000D_ | [NAME]
2012-02-16 09:25:48 | 2012-02-16 09:38:43 | INC0018636 | 5 - Medium | Service Request | Resolved |  | Microsoft compatibility pack install | [NAME] | Service Desk | CI Not Found | Applications | COTS | Install/Remove | True | KrittJ |  | [NAME] | 2012-02-16 09:38:43 | 00:00:00 |  | Microsoft Office Compatibility Pack | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I wasn't able to find the compatibility pack in SA Tracker but it was in the apps folder, and I was able to Install it. | [NAME]
2012-02-16 09:27:35 | 2012-02-22 11:40:38 | INC0018637 | 5 - Medium | Service Request | Resolved |  | Request for Data Scrambling in SAP Sandbox | Prabhu Srinivasan | CZ - SAP Administration | CI Not Found | Server/Data Center | Database/System | Access Request | True | AddagatlaT |  | [NAME] | 2012-02-16 09:34:28 | 00:00:00 |  | SAP BASIS | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | _x000D_ _x000D_ _________________________________________x000D_ From: Srinivasan, Prabhu _x000D_ Sent: Thursday, February 16, 2012 10:49 PM_x000D_ To: [NAME], Ramaswamy_x000D_ Cc: Addagatlal, Tirupati; Kumar, Ajay; Balasubramanian, Krishnan_x000D_ Subject: RE: HR data in SBX _x000D_ _x000D_ Ram,_x000D_ _x000D_ Thanks for the update and let's wait for HR business to confirm to close the Ticket._x000D_ _x000D_ I will keep you posted._x000D_ _x000D_ Thanks,_x000D_ Prabhu Srinivasan _x000D_ _x000D_ _________________________________________x000D_ From: [NAME], Ramaswamy _x000D_ Sent: Thursday, February 16, 2012 5:46 PM_x000D_ To: Srinivasan, Prabhu_x000D_ Cc: Addagatlal, Tirupati; Kumar, Ajay; Balasubramanian, Krishnan_x000D_ Subject: RE: HR data in SBX _x000D_ _x000D_ HI Prabhu,_x000D_ _x000D_ Data scrambling is completed in SBX now. Please confirm to close this ticket._x000D_ _x000D_ Thanks_x000D_ _x000D_ Ramasamy._x000D_ _x000D_ _________________________________________x000D_ From: Srinivasan, Prabhu _x000D_ Sent: Thursday, February 16, 2012 9:33 AM_x000D_ To: [NAME], Ramaswamy_x000D_ Cc: Addagatlal, Tirupati; Kumar, Ajay; SAP Basis; Balasubramanian, Krishnan_x000D_ Subject: RE: HR data in SBX _x000D_ _x000D_ Ticket# is 18637 and it's assigned to BASIS._x000D_ _x000D_ Thanks,_x000D_ Prabhu Srinivasan_x000D_ _x000D_ _________________________________________x000D_ From: [NAME], Ramaswamy _x000D_ Sent: Wednesday, February 15, 2012 5:23 PM_x000D_ To: Srinivasan, Prabhu_x000D_ Cc: Addagatlal, Tirupati; Kumar, Ajay; SAP Basis; Balasubramanian, Krishnan_x000D_ Subject: RE: HR data in SBX _x000D_ _x000D_ Hi Prabhu,_x000D_ _x000D_ The data scrambling is yet to be done in SBX. We shall initiate and complete the scrambling tomorrow EOD._x000D_ _x000D_ Kindly put in a Service Now ticket._x000D_ _x000D_ Thanks_x000D_ _x000D_ Ramasamy._x000D_ _x000D_ _________________________________________x000D_ From: Srinivasan, Prabhu _x000D_ Sent: Wednesday, February 15, 2012 3:23 PM_x000D_ To: [NAME], Ramaswamy_x000D_ Cc: Addagatlal, Tirupati; Kumar, Ajay; SAP Basis; Balasubramanian, Krishnan_x000D_ Subject: FW: HR data in SBX _x000D_ _x000D_ Ram,_x000D_ _x000D_ We had a request to scramble data in SBX and would like to know if Ajay had initiated this process._x000D_ _x000D_ Please find below HR and Payroll business approvals to proceed._x000D_ _x000D_ Thanks,_x000D_ Prabhu Srinivasan_x000D_ _x000D_ _________________________________________x000D_ From: [NAME], [NAME] _x000D_ Sent: Wednesday, January 18, 2012 10:48 AM_x000D_ To: Srinivasan, Prabhu_x000D_ Cc: Balasubramanian, Krishnan; Kumar, Ajay_x000D_ Subject: RE: HR data in SBX _x000D_ _x000D_ We only test in QAS.  The benefit project is the only time we have tested in SBX for BAU testing._x000D_ _x000D_ _________________________________________x000D_ From: Srinivasan, Prabhu _x000D_ Sent: Wednesday, January 18, 2012 10:44 AM_x000D_ To: [NAME], Jennifer_x000D_ Cc: Balasubramanian, Krishnan; Kumar, Ajay_x000D_ Subject: FW: HR data in SBX _x000D_ _x000D_ Jennifer,_x000D_ _x000D_ Good Morning. _x000D_ _x000D_ We would like to initiate the process to scramble data in SBX given we are winding down on the HR Harmonization project._x000D_ _x000D_ Please let me know if Payroll team has any testing needs on or after Feb 8th with existing PRD data in SBX._x000D_ _x000D_ Based on your confirmation, I will request Krish approval for BASIS team to scramble the data on Feb 8th._x000D_ _x000D_ Thanks,_x000D_ Prabhu Srinivasan_x000D_ _________________________________________x000D_ From: [NAME], Bibin _x000D_ Sent: Tuesday, January 17, 2012 5:12 PM_x000D_ To: Srinivasan, Prabhu_x000D_ Cc: Balasubramanian, Krishnan; Modukuri, Sushmitha; Kumar, Ajay_x000D_ Subject: RE: HR data in SBX _x000D_ _x000D_ Feb 8th sounds good, Please check with Sushmitha as we get closer to the date to see any change in date is required._x000D_ _x000D_ _________________________________________x000D_ From: Srinivasan, Prabhu _x000D_ Sent: Tuesday, January 17, 2012 3:26 PM_x000D_ To: [NAME], Bibin_x000D_ Cc: Balasubramanian, Krishnan; Modukuri, Sushmitha; Kumar, Ajay_x000D_ Subject: HR data in SBX _x000D_ _x000D_ Bibin,_x000D_ _x000D_ We would like to know when the data in SBX (PRD refresh copy of PPD 25) can be scrambled._x000D_ _x000D_ FYI – I spoke to Sushmitha and she recommends we wait until the first Remit files are generated successfully in PRD (Feb 1st) and sent to vendors._x000D_ _x000D_ That being the case can we target Feb 8th (Wednesday) and this will give us a week after the files are sent to vendor._x000D_ _x000D_ On your confirmation, I will check with Payroll team as well._x000D_ _x000D_ Thanks,_x000D_ Prabhu Srinivasan_x000D_ | [NAME]
2012-02-16 09:27:51 | 2012-02-22 07:24:55 | INC0018638 | 5 - Medium | Service Request | Resolved |  | Change Privileges for a Conference Room | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | True | StilesH |  | [NAME] | 2012-02-16 09:37:08 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Artie made the changes to room. | [NAME]
2012-02-16 09:30:16 | 2012-02-17 16:44:30 | INC0018639 | 5 - Medium | Service Request | Resolved |  | Computer Removal | [NAME] | Deskside - California | Desktop | Hardware | Computer | Configuration | True | liceaj |  | [NAME] | 2012-02-16 09:31:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Item was removed from the lab once it was wipped down. | [NAME]
2012-02-16 09:30:29 |  | INC0018640 | 5 - Medium | Service Request | Assigned |  | user changed name with HR and wants the change to show in outlook. | Sidoney Atse | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | PacuanL |  | [NAME] | 2012-02-16 09:33:56 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 09:31:54 |  | INC0018641 | 5 - Medium | Service Request | Assigned | Pending Customer | Status of Software Approval | [NAME] | SDD - RD Support | CI Not Found | Applications | Business Applications | s_Business Applications_Request For [NAME] | True | ChungS |  | [NAME] | 2012-02-16 15:42:58 | 00:00:00 |  | Software Approval | 1-2 Users Affected | [NAME] | False | 1
2012-02-16 09:32:55 | 2012-02-16 11:20:50 | INC0018642 | 5 - Medium | Service Request | Resolved |  | [NAME] to Be Changed on Website | [NAME] | Service Desk | CI Not Found | Other | Other | Other | True | [NAME] |  | [NAME] | 2012-02-16 09:34:46 | 00:00:00 |  | Website | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Directed her to MediZone Help to make changes to the webpage on MediZone. | [NAME]
2012-02-16 09:36:01 | 2012-02-16 10:16:15 | INC0018644 | 5 - Medium | Service Request | Resolved |  | User requires phone maint.  (line change) | [NAME] | Voice | [NAME] | Telephony | Line/Circuit | Request/Replace | True | RobertsTr |  | [NAME] | 2012-02-16 09:52:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Changed completed... | [NAME]
2012-02-16 09:37:01 | 2012-02-16 11:16:46 | INC0018646 | 5 - Medium | Incident | Resolved |  | [NAME] and [NAME] aren't working | [NAME] | Service Desk | CI Not Found | Hardware | Peripheral | Performance | True | HightowerS |  | Stephanie Hightower | 2012-02-16 11:16:46 | 00:00:00 |  | Hardware | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | [NAME] called and stated that both devices are now working.  He wants to have this request resolved. | Stephanie Hightower
2012-02-16 09:38:51 | 2012-02-22 11:29:16 | INC0018647 | 5 - Medium | Service Request | Resolved | Pending Customer | Lync needs to be installed | [NAME] | Deskside - Gaithersburg | Live Meeting | Applications | Mobile Applications | New Request | True | SuttonJo |  | [NAME] | 2012-02-22 11:20:18 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | JS 02-22-12 Lync has been installed. | [NAME]
2012-02-16 09:43:37 | 2012-02-21 16:47:57 | INC0018649 | 5 - Medium | Service Request | Resolved | Pending Customer | Access is Denied When Saving to [NAME] | Isai Peimer | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Home Folder | True | [NAME] |  | [NAME] | 2012-02-16 09:54:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User is able to access this folder now. | [NAME]
2012-02-16 09:50:44 | 2012-02-16 10:17:50 | INC0018651 | 5 - Medium | Incident | Resolved |  | [NAME]n't start the visit report | [NAME] | CZ - Clinical & Regulatory - Support | SBYMAS103 | Applications | COTS | Fault/Error | True | AmalrajJ |  | [NAME] | 2012-02-16 09:53:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Executed the WI IT-WI-30358-01.doc to correct the Mysite issue in eCTMS._x000D_ _x000D_ _x000D_ _________________________________________x000D_ From: J, [NAME] _x000D_ Sent: Thursday, February 16, 2012 8:47 AM_x000D_ To: [NAME], Jeremy_x000D_ Cc: [NAME], Sophia; Kumar, Sathish_x000D_ Subject: RE: MySites Error - Can't start the visit report_x000D_ _x000D_ Hi Jeremy,_x000D_ _x000D_ This has been completed._x000D_ _x000D_ Thanks,_x000D_ [NAME]_ _________________________________________x000D_ From: [NAME], Jeremy _x000D_ Sent: Wednesday, February 15, 2012 10:27 AM_x000D_ To: J, Amalraj_x000D_ Cc: Chua, Sophia_x000D_ Subject: RE: MySites Error - Can't start the visit report_x000D_ _x000D_ Amalraj,_x000D_ Can you please run the standard [NAME] patch again?_x000D_ Thanks,_x000D_ Jeremy_x000D_ _x000D_ | [NAME]
2012-02-16 09:53:06 | 2012-02-16 10:40:50 | INC0018652 | 5 - Medium | Incident | Resolved |  | [NAME] needs to have his account extended for several days. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | General | Access | True | [NAME] |  | Rankit Thakkar | 2012-02-16 10:03:41 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 1 | Solved (Permanently) | Account Extended till Feb 18th, 2012. | Rankit Thakkar
2012-02-16 10:00:39 |  | INC0018659 | 5 - Medium | Service Request | Pending | Pending Customer | User needs SAP access  (PRD) | [NAME] | CZ - SAP Administration | CI Not Found | Account Admin | Reset | Password | True | MariappanR |  | Ajay Kumar | 2012-02-16 11:23:22 | 00:00:00 |  | SAP PRD | 1-2 Users Affected | [NAME] | False | 1
2012-02-16 10:09:15 | 2012-02-17 11:55:43 | INC0018662 | 5 - Medium | Service Request | Resolved |  | New Hire - Contractor -Ali Gilani, 2/9/12, [NAME] please setup computer | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Hardware | Computer | Configuration | True | JamisonB |  | [NAME] | 2012-02-16 10:13:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | provided laptop as requested | [NAME]
2012-02-16 10:10:00 | 2012-02-16 10:29:30 | INC0018663 | 5 - Medium | Service Request | Resolved |  | User Account needs to be extended | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | WeaverA |  | [NAME] | 2012-02-16 10:10:56 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account extended  after getting manager's approval. | [NAME]
2012-02-16 10:10:08 | 2012-02-16 15:12:09 | [NAME] | 5 - Medium | Incident | Resolved |  | Blue Screen Error on Laptop | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Computer | Fault/Error | True | [NAME] |  | [NAME] | 2012-02-16 10:18:03 | 00:00:00 |  | Error Message | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | JK 2/16-issue has already been resolved_x000D_ | [NAME]
2012-02-16 10:10:43 | 2012-02-16 10:13:21 | INC0018665 | 5 - Medium | Service Request | Resolved |  | SDN Distribution Summary - Review - For 02/15/2012 | [NAME] | CZ - Commercial - Support | SDN (N/A) | Other | Other | Other | True | AlanjiN |  | [NAME] | 2012-02-16 10:12:00 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | SDN Distribution Summary - Review - For 02/15/2012 - Completed and Delivered | [NAME]
2012-02-16 10:12:13 | 2012-02-16 10:34:33 | INC0018666 | 5 - Medium | Incident | Resolved |  | Outlook is offline | [NAME] | Service Desk | Outlook 2003 | Network/Connectivity | Wired | Access | True | PerryA |  | [NAME] | 2012-02-16 10:34:33 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | -Customer says that her [NAME] is offline._x000D_ -Confirmed that she has connectivity._x000D_ -Customer unchecked 'work offline' and is prompted for a pin (which is grayed out),_x000D_ -Checked in AD to make sure that her account is not locked out; it is not._x000D_ -Restarted | [NAME]
2012-02-16 10:12:28 | 2012-02-22 12:19:21 | INC0018667 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13188-Kevin Gassman-3/12/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-16 10:13:58 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account created and manager notified. Also sents tickets to voice and deskside for completion of setup | [NAME]
2012-02-16 10:13:45 | 2012-02-16 10:56:46 | INC0018668 | 5 - Medium | Service Request | Resolved | Pending Customer | Needs instructions to set up [NAME] | [NAME] | Voice | [NAME] | Telephony | [NAME] | How To | True | RobertsTr |  | [NAME] | 2012-02-16 10:18:25 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User informed me that he was able to set up his voice mail... | [NAME]
2012-02-16 10:14:33 | 2012-02-21 10:01:52 | INC0018669 | 5 - Medium | Incident | Resolved |  | Outlook Issues | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | True | TorrenceA |  | [NAME] | 2012-02-16 10:16:55 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The send receive worked. _x000D_ _x000D_ I clicked send receiving again. it was faster | [NAME]
2012-02-16 10:15:01 | 2012-02-16 10:27:34 | INC0018670 | 5 - Medium | Service Request | Resolved |  | Password reset, so [NAME] can access OnTheGo | [NAME] | Service Desk | OnTheGo | Account Admin | Reset | Password | True | KrittJ |  | [NAME] | 2012-02-16 10:27:34 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I reset his password and left it on his voicemail. He will call back if he still has issues | [NAME]
2012-02-16 10:21:51 | 2012-02-16 12:31:40 | INC0018672 | 5 - Medium | Service Request | Resolved |  | Rename folder in E: Drive | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Shared Folder | True | [NAME] |  | Rankit Thakkar | 2012-02-16 10:23:22 | 00:00:00 |  | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Folder Renamed. | Rankit Thakkar
2012-02-16 10:24:11 | 2012-02-16 14:24:25 | INC0018673 | 5 - Medium | Incident | Resolved |  | Outlook Disconnects | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Outage | True | TorrenceA |  | [NAME] | 2012-02-16 10:34:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Called user and left voicemail informing him that Exchange has been having a ongoing outage in the Frederick loctation and that if his issue is just his [NAME] disconnecting this is being worked on. If his outlook is crashing we can provide a fix for it not to crash when the exchange servers disconnect and to call us back.  This fix would be to enable his cache mode in Outlook. | [NAME]
2012-02-16 10:26:00 |  | INC0018674 | 5 - Medium | Service Request | Pending | Assigned External | request for user to be added to EAM material list | [NAME] | Service Desk | CI Not Found | Account Admin | Modify | Account | True | HallW | 3023688 | [NAME] | 2012-02-16 10:50:48 | 00:00:00 |  | infosys | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 10:34:18 | 2012-02-16 11:02:59 | INC0018676 | 5 - Medium | Service Request | Resolved |  | Adobe Install | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Install/Remove | True | TorrenceA |  | [NAME] | 2012-02-16 11:02:59 | 00:00:00 |  | Adobe Professional | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Called the user and installed Abdobe | [NAME]
2012-02-16 10:38:21 | 2012-02-16 11:06:01 | INC0018679 | 5 - Medium | Service Request | Pending | Pending Customer | User is unable to print to local printer. | [NAME] | Accounts Administration | Printer | Printing | Application | Configuration | True | StilesH |  | [NAME] | 2012-02-17 09:18:45 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 2 | Solved First Call by Service Desk | [NAME] called to say the printer is working now and to close the ticket. | [NAME]
2012-02-16 10:40:27 | 2012-02-16 10:46:58 | INC0018680 | 5 - Medium | Incident | Resolved |  | Monitor issues | [NAME] | Service Desk | CI Not Found | Hardware | Peripheral | Performance | True | HeathC |  | [NAME] | 2012-02-16 10:46:58 | 00:00:00 |  | Hardware | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I had user plug monitor directly into laptop (not through [NAME]) and it worked fine._x000D_ - Gerard plugged monitor back into Docking Station and monitor came on. | [NAME]
2012-02-16 10:41:02 | 2012-02-16 14:33:50 | INC0018682 | 5 - Medium | Service Request | Resolved | Pending Customer | Needs to have Account Extended | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Access | True | HeathC |  | [NAME] | 2012-02-16 14:58:56 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | Account Extended till May 15, 2012; - I remoted into Liesels computer using Webex and was able to resolve this issue. | Rankit Thakkar
2012-02-16 10:41:35 | 2012-02-16 15:26:43 | INC0018683 | 5 - Medium | Service Request | Resolved |  | ie7 asking for credentials | [NAME] | Deskside - Field Sales | Internet Explorer 7 | Applications | Business Applications | Configuration | True | HeathC |  | [NAME] | 2012-02-16 11:11:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I received a call from Pam (EU), who advised we can resolve ticket. I emailed [NAME] and advised him of update._x000D_ | [NAME]
2012-02-16 10:43:46 | 2012-02-16 12:57:43 | INC0018684 | 5 - Medium | Service Request | Resolved | Pending Customer | [NAME] | Fatimata Souare | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Install/Remove | True | SuttonJo |  | [NAME] | 2012-02-16 10:48:13 | 00:00:00 |  | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-16-12 Adobe [NAME] has been installed and tested. | [NAME]
2012-02-16 10:46:46 |  | INC0018686 | 5 - Medium | Incident | Pending | Pending Customer | User would like to have Visual Studio Ultimate Installed | [NAME] | Service Desk | CI Not Found | Applications | COTS | Access | True | JonesSha |  | [NAME] |  | 00:00:00 |  | Visual Studio Ultimate | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 10:47:46 | 2012-02-16 11:03:23 | INC0018687 | 5 - Medium | Incident | Resolved |  | Needs EZBuy on Computer | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Access | True | HeathC |  | [NAME] | 2012-02-16 10:53:56 | 00:00:00 |  | EZBuy | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I remoted into Jonathon's computer using Webex._x000D_ - I created a shortcut of EzBuy. | [NAME]
2012-02-16 10:59:48 |  | INC0018692 | 5 - Medium | Service Request | In Progress |  | On Boarding Form - OBF13166 - Sushil Abraham- 3/5/12 | [NAME] | Deskside - Frederick | AD (Active Directory) Account | Hardware | Computer | Request/Replace | True | BosherB |  | [NAME] | 2012-02-16 15:07:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-16 11:03:11 | 2012-02-16 13:34:52 | INC0018694 | 5 - Medium | Service Request | Resolved |  | home drive | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Home Folder | True | PacuanL |  | [NAME] | 2012-02-16 11:21:36 | 00:00:00 |  | H drive | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User didn't have rights to his home folder. Set the permission for him and tried accessing his home drive. Worked fine. | [NAME]
2012-02-16 11:05:05 | 2012-02-16 14:44:47 | INC0018696 | 5 - Medium | Service Request | Resolved | Pending Part | Not able to access OpenAir | [NAME] | Service Desk | Insight | Account Admin | New | Access | True | TirrellR |  | [NAME] | 2012-02-16 13:02:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | [NAME] has confirmed that he was able to log into Insight. | [NAME]
2012-02-16 11:07:36 | 2012-02-16 11:10:00 | INC0018698 | 5 - Medium | Service Request | Resolved |  | monitor not turning on. | [NAME] | Deskside - Gaithersburg | Monitor | Hardware | Peripheral | Configuration | True | DunhamAv |  | Avinash Dunham | 2012-02-16 11:08:45 | 00:00:00 |  |  | 1-2 Users Affected | Avinash Dunham | False | 0 | Solved (Permanently) | Went to users location and the monitor had no power cable connected to it, Once I got a new power cable and connected it to the monitor , the monitor displayed correctly. | Avinash Dunham
2012-02-16 11:09:43 | 2012-02-17 15:08:25 | INC0018701 | 5 - Medium | Service Request | Resolved | Pending Part | User needs access to [NAME] | Saran Traore | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | [NAME] |  | Rankit Thakkar | 2012-02-16 15:27:12 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | User has been made a part of DBASE-AOB-M group._x000D_ _x000D_ User MUST Log-Out and Log-In to see the changes. | Rankit Thakkar
2012-02-16 11:14:30 |  | INC0018703 | 5 - Medium | Incident | Assigned |  | My location keeps getting overwritten in ServiceNow | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Incident | Fault/Error | True | LloydCo |  | [NAME] | 2012-02-16 11:16:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 11:15:00 | 2012-02-16 11:28:41 | INC0018704 | 5 - Medium | Service Request | Resolved |  | Org Change - R&D Associate II, 2/6/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Change In Position | True | KellyPa |  | [NAME] | 2012-02-16 11:28:41 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Updated account information | [NAME]
2012-02-16 11:15:04 | 2012-02-16 16:12:50 | INC0018705 | 5 - Medium | Incident | Resolved |  | Account is expired | Kimberly Dillander | Accounts Administration | AD (Active Directory) Account | Account Admin | General | Access | True | PacuanL |  | [NAME] | 2012-02-16 16:02:04 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account extended after the manager gave the approval. | [NAME]
2012-02-16 11:15:30 |  | INC0018706 | 5 - Medium | Incident | Pending | Pending Customer | Not Able to access Sharepoint | [NAME] | Service Desk | Sharepoint (Prod) | Applications | Business Applications | Access | True | [NAME] |  | [NAME] | 2012-02-16 12:54:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-16 11:16:21 | 2012-02-21 09:15:04 | INC0018707 | 5 - Medium | Incident | Resolved |  | Laptop battery only lasts an hour and a half | [NAME] | Service Desk | Laptop | Hardware | Computer | Performance | True | MercerK |  | [NAME] | 2012-02-16 11:20:28 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved | [NAME] received a new laptop. This is no longer an issue. | [NAME]
2012-02-16 11:17:26 |  | INC0018708 | 5 - Medium | Incident | Assigned |  | Orion has detected a power supply on usky1-mdf-6506-cs01 triggered an alert | [NAME] | Network Level 2 | usky1-mdf-6506-cs01 | Hardware | Computer | Fault/Error | True | OkrasaL |  | Leszek Okrasa | 2012-02-16 11:57:15 | 00:00:00 |  |  | 1-2 Users Affected | Leszek Okrasa | False | 1
2012-02-16 11:23:26 | 2012-02-22 07:22:08 | INC0018709 | 5 - Medium | Service Request | Resolved |  | user will be full time and his account now has duplicate email addresses. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-16 11:30:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Disabled the second account and updated the one he is using. | [NAME]
2012-02-16 11:28:53 | 2012-02-16 11:48:27 | INC0018711 | 5 - Medium | Service Request | Resolved |  | Please create profile for [NAME] and add to Accounts Administration queue | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | True | TansindaC |  | [NAME] | 2012-02-16 11:32:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I created a profile for [NAME] and added her to the Accounts Administration Resolver group | [NAME]
2012-02-16 11:29:16 | 2012-02-21 16:25:43 | INC0018712 | 5 - Medium | Service Request | Resolved |  | User wants to know where in ELMS he can down load his Corporate resume | [NAME] | Service Desk | Elements | Applications | Business Applications | Configuration | True | [NAME] |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Placed a call to the user .  He said he was able to place his resume on ELMS | [NAME]
2012-02-16 11:33:18 |  | INC0018714 | 5 - Medium | Service Request | Assigned |  | Employee numbers need to be updated in AD | SreeLakshmi Tallam | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Account | True | PerryA |  | [NAME] | 2012-02-16 11:50:55 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 11:36:23 | 2012-02-16 15:14:19 | INC0018715 | 5 - Medium | Service Request | Resolved |  | Replace [NAME] | [NAME] | IMAC Coordinator | [NAME] | Hardware | Peripheral | Request/Replace | True | HerronG |  | [NAME] | 2012-02-16 15:14:18 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | GH, delivered new docking station to user. | [NAME]
2012-02-16 11:36:36 | 2012-02-16 12:01:20 | INC0018716 | 5 - Medium | Service Request | Resolved |  | [NAME] | [NAME] | Voice | [NAME] | Telephony | [NAME] | Configuration | True | RobertsTr |  | [NAME] | 2012-02-16 11:39:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This is a duplicate ticket... | [NAME]
2012-02-16 11:38:27 | 2012-02-16 15:49:07 | INC0018717 | 5 - Medium | Incident | Resolved |  | User's computer is running extremely slow. Problem with Excel. | [NAME] | Deskside - Gaithersburg | Excel 2003 | Applications | COTS | Performance | True | [NAME] |  | [NAME] | 2012-02-16 11:48:32 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JK 2/16- reinstalled ms office 2003 and tested everything is working fine now. | [NAME]
2012-02-16 11:42:51 | 2012-02-21 15:24:53 | INC0018718 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13189-Katherine Salemo-2/21/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-16 11:46:40 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account creation completed and manager notified | [NAME]
2012-02-16 11:47:00 | 2012-02-17 12:51:59 | INC0018720 | 5 - Medium | Service Request | Resolved |  | Add user to DLIMS Citrix Groups | Heather Archer | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-16 11:49:28 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added Heather to the groups listed. | [NAME]
2012-02-16 11:50:09 |  | INC0018721 | 5 - Medium | Service Request | Pending | Pending Customer | accounts need created for vendors | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | True | NguyenQ |  | [NAME] | 2012-02-17 11:42:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-16 11:52:34 | 2012-02-17 13:21:01 | INC0018722 | 5 - Medium | Service Request | Resolved | Pending Customer | User is unable to access a shared folder she is [NAME] for | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | [NAME] |  | Rankit Thakkar | 2012-02-16 12:16:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME]. User [NAME] log-out and log-in to see the changes. | Rankit Thakkar
2012-02-16 11:54:32 | 2012-02-17 16:39:48 | INC0018723 | 5 - Medium | Incident | Resolved | Pending Customer | ODBC link broken between Citrix and SID application | [NAME] | CZ - Database - Support | Citrix | Server/Data Center | Database/System | Fault/Error | True | GothanaY |  | [NAME] | 2012-02-17 16:39:48 | 00:00:00 |  | server | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | SID databases were recovered on database server MD1AS027._x000D_ They were retired as per RFC14428 - Application Retirement - Phase 2 Apps_x000D_ | [NAME]
2012-02-16 11:58:16 | 2012-02-16 12:26:08 | INC0018724 | 5 - Medium | Incident | Resolved |  | Not able to save documents to her H:Drive | [NAME] | Service Desk | CI Not Found | Account Admin | General | Access | True | HightowerS |  | Stephanie Hightower | 2012-02-16 12:03:22 | 00:00:00 |  | Not able to save to homedrive | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Remapped her drive to the updated path_x000D_ \\medimmune.com\dfs\home\Protein Engineering & Structure\DonackiN_x000D_ She is able to open and save documents now._x000D_ Tested this before disconnecting the call. | Stephanie Hightower
2012-02-16 11:59:32 | 2012-02-16 12:08:43 | INC0018725 | 5 - Medium | Service Request | Resolved |  | PIN Reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Position | True | KrittJ |  | [NAME] | 2012-02-16 12:06:16 | 00:00:00 |  | gridguard reset | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Called and left a VM and also emailed [NAME] stating that his [NAME] has been reset and to contact the Service Desk if he has any additional issues. | [NAME]
2012-02-16 12:00:16 | 2012-02-16 12:13:57 | INC0018727 | 5 - Medium | Service Request | Resolved |  | User needs help accessing onthego | [NAME] | Service Desk | OnTheGo | Applications | COTS | How To | True | LockS |  | [NAME] | 2012-02-16 12:13:57 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Instructed the user's to go to onthego.medimmune.com and walked the user through setting up a VPN connection on a non-medi device. | [NAME]
2012-02-16 12:02:20 | 2012-02-16 12:05:04 | INC0018728 | 5 - Medium | Service Request | Resolved |  | How do I use this fax printer | [NAME] | Service Desk | Fax | Hardware | Mobile Device | How To | True | YeY |  | [NAME] | 2012-02-16 12:05:04 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | try 91 | [NAME]
2012-02-16 12:09:46 |  | INC0018730 | 5 - Medium | Service Request | Pending | Pending Customer | printers to add to the network | [NAME] | Accounts Administration | Printer | Printing | Hardware | Request/Replace | True | StilesH |  | [NAME] | 2012-02-22 11:16:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-16 12:11:35 | 2012-02-16 12:27:48 | INC0018731 | 5 - Medium | Service Request | Resolved |  | User needs Snagit installed | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Install/Remove | True | HeathC |  | [NAME] | 2012-02-16 12:27:48 | 00:00:00 |  | Snagit | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I remoted into [NAME]'s computer using Webex and installed Snagit. | [NAME]
2012-02-16 12:16:36 |  | INC0018733 | 5 - Medium | Incident | Pending | Assigned External | Environment monitoring system is having some trouble. | [NAME] | Service Desk | CA3AS001 | Server/Data Center | Database/System | Fault/Error | True | StallingsT | 3024037 | [NAME] | 2012-02-16 12:17:37 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 12:23:18 | 2012-02-16 16:02:50 | INC0018734 | 5 - Medium | Service Request | Resolved |  | NL1AS003 - Server Not Getting Antivirus Signature Updates. | [NAME] | Intel Server Support | NL1AS003 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | HershkowitzJ |  | [NAME] | 2012-02-16 12:24:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Upgraded and migrated to SEP. Communicating and getting DATs properly now | [NAME]
2012-02-16 12:27:00 | 2012-02-16 13:50:52 | INC0018737 | 5 - Medium | Service Request | Resolved |  | FW: Immediate Cancellation of IT/Security Access | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Remove | Access | True | PacuanL |  | [NAME] | 2012-02-16 12:28:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account is already disabled. Hid the the account from the GAL. Called [NAME] to confirm. | [NAME]
2012-02-16 12:32:20 | 2012-02-17 14:18:37 | INC0018740 | 4 - High | Incident | Resolved |  | MD1AS016 Server Not responding | [NAME] | Intel Server Support | MD1AS016 | Server/Data Center | Database/System | Access | True | GothanaY |  | [NAME] | 2012-02-16 12:33:05 | 00:00:00 |  |  | 2 to 20 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added a second CPU | [NAME]
2012-02-16 12:32:30 | 2012-02-17 14:04:34 | INC0018741 | 5 - Medium | Service Request | Resolved |  | Blackberry software | [NAME] | Deskside - Gaithersburg | Blackberry | Applications | Business Applications | Install/Remove | True | DunhamAv |  | Avinash Dunham | 2012-02-16 12:45:57 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Blackberry software not approved, as it causes Issues with synching with the Exchange server, You can still charge the phone by hitting cancel button when the phone pops up on the computer. | Avinash Dunham
2012-02-16 12:33:12 | 2012-02-17 18:46:41 | INC0018742 | 5 - Medium | Incident | Resolved |  | Need access to server | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | Fault/Error | True | YeY |  | [NAME] | 2012-02-16 12:34:31 | 00:00:00 |  | Environmental Monitoring System | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | INC0018733 | [NAME]
2012-02-16 12:33:55 |  | INC0018743 | 4 - High | Incident | Pending | Pending Customer | Laptop - all networking experiences latency | Tracey Paulsen | Deskside - Field Sales | Laptop | Network/Connectivity | Wired | Performance | True | AkpanEm |  | [NAME] | 2012-02-21 16:20:47 | 00:00:00 |  | network | 1-2 Users Affected | Stephanie Hightower | False | 1
2012-02-16 12:36:23 | 2012-02-16 12:55:00 | INC0018745 | 4 - High | Incident | Resolved |  | ODBC link broken between Citrix and SID application | [NAME] | Service Desk | MD1AS027 | Server/Data Center | Database/System | Fault/Error | True | YeY |  | [NAME] | 2012-02-16 12:52:28 | 00:00:00 |  |  | 2 to 20 Users Affected | [NAME] | False | 1 | Solved (Permanently) | duplicate 18723 | [NAME]
2012-02-16 12:36:40 | 2012-02-17 15:50:59 | INC0018746 | 5 - Medium | Incident | Pending | Pending Customer | Outlook Issues | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Performance | True | HeathC |  | [NAME] | 2012-02-22 08:28:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 2 | Solved (Permanently) | No issues with the dock. Fixed the office issues, ran all patches and resolved the outlook issue | [NAME]
2012-02-16 12:38:14 |  | INC0018747 | 5 - Medium | Incident | Pending | Assigned External | Unable to RDP server SBYMAS136 | Pramod [NAME] | Service Desk | SBYMAS136 | Server/Data Center | Database/System | Fault/Error | True | YeY | 3024165 | [NAME] | 2012-02-16 12:50:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 12:39:45 | 2012-02-16 13:10:11 | [NAME] | 5 - Medium | Incident | Resolved |  | Receiving Word Error Message | [NAME] | Service Desk | Word 2003 | Applications | OS | Fault/Error | True | HeathC |  | [NAME] | 2012-02-16 12:43:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I remoted into [NAME]'s computer and was unable to duplicate issue._x000D_ - She advised that if issue happens again she will grab a screen shot and provide that to us. | [NAME]
2012-02-16 12:40:08 | 2012-02-16 12:43:47 | INC0018749 | 5 - Medium | Service Request | Resolved |  | Org Change - Beatrice Klimes - 2/6/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Change In Position | True | KellyPa |  | [NAME] | 2012-02-16 12:43:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Updated users information per HR report 2/7/12 | [NAME]
2012-02-16 12:40:47 | 2012-02-21 09:45:43 | INC0018750 | 5 - Medium | Incident | Resolved | Assigned External | Gets logged off of Kimunity | [NAME] | Service Desk | KIMunity (Prod) | Applications | Business Applications | Performance | True | SharmaM | N/A | [NAME] | 2012-02-16 12:44:35 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Per email from Monika (EU); Thanks a lot for the follow up. Things seem to be working well for now. | [NAME]
2012-02-16 12:44:03 | 2012-02-16 12:48:59 | INC0018751 | 5 - Medium | Service Request | Resolved |  | Org Change, [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Change In Position | True | KellyPa |  | [NAME] | 2012-02-16 12:48:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Updated users information per HR report 2/7/12 | [NAME]
2012-02-16 12:47:46 |  | INC0018754 | 5 - Medium | Service Request | In Progress |  | User needs a new role created in SAP | [NAME] | CZ - SAP Administration | SAP BI (Dev) | Account Admin | Modify | Account | True | MariappanR |  | Ajay Kumar | 2012-02-16 12:55:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 12:55:58 | 2012-02-16 13:00:37 | INC0018757 | 5 - Medium | Service Request | Resolved |  | Org change, 2/6/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Change In Position | True | KellyPa |  | [NAME] | 2012-02-16 13:00:37 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Updated changes as requested by HR report | [NAME]
2012-02-16 13:00:21 | 2012-02-16 13:48:30 | INC0018758 | 5 - Medium | Incident | Resolved |  | [NAME] attempted to review/approve a work order and received an error. | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Fault/Error | True | HallW |  | [NAME] | 2012-02-16 13:48:30 | 00:00:00 |  | SAP ARP | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | called AZ tech support and forwarded the email sent by the user describing the issue for resolution. _x000D_ AZ will follow up with the user. | [NAME]
2012-02-16 13:00:47 | 2012-02-21 11:54:53 | INC0018759 | 5 - Medium | Service Request | Resolved |  | OSI Pi | [NAME] | Deskside - Gaithersburg | OSI PI (Prod) | Applications | Business Applications | Install/Remove | True | KeyserM |  | [NAME] | 2012-02-20 11:53:22 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Installed OSI PI tested the software and works fine. | [NAME]
2012-02-16 13:01:50 | 2012-02-16 15:36:25 | INC0018760 | 5 - Medium | Service Request | Resolved | Pending Customer | Desk side support | [NAME] | Deskside - California | Other | Other | Other | Other | True | liceaj |  | [NAME] | 2012-02-16 14:14:22 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | I setup a loaner laptop for the user to borrow | [NAME]
2012-02-16 13:04:32 | 2012-02-22 16:47:18 | INC0018762 | 5 - Medium | Service Request | Resolved |  | Emailing: [NAME] issue.rtf | [NAME] | Intel Server Support | AD (Active Directory) Account | Account Admin | Modify | Account | True | HershkowitzJ |  | [NAME] | 2012-02-22 11:44:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Removed extra certificats within Chads account | [NAME]
2012-02-16 13:08:12 | 2012-02-17 08:44:59 | INC0018764 | 5 - Medium | Service Request | Resolved |  | OS Issues | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | OS | Configuration | True | SuttonJo |  | [NAME] | 2012-02-16 13:10:15 | 00:00:00 |  | OS | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-17-12 Due to the issues and age of the machine the customer has been upgraded to a T420. The new machine has been configured and deployed to the customer. | [NAME]
2012-02-16 13:10:50 |  | INC0018765 | 5 - Medium | Incident | Pending | Pending Customer | ACTION REQUIRED: Invoice Reconciliation IR90724196-927271 - Titled: 'bioburden t | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Fault/Error | True | YeY |  | [NAME] | 2012-02-16 13:13:51 | 00:00:00 |  | ezbuy | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 13:12:02 | 2012-02-16 13:18:27 | INC0018767 | 5 - Medium | Service Request | Resolved |  | Org change - 2/6/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Change In Position | True | KellyPa |  | [NAME] | 2012-02-16 13:14:12 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Updated information as per HR report 2/7/12 | [NAME]
2012-02-16 13:17:08 |  | INC0018772 | 5 - Medium | Service Request | Pending | Assigned External | Access to eCTMS | [NAME] | CZ - Clinical & Regulatory - Support | eCTMS ([NAME]) (QAS) | Applications | Business Applications | Configuration | True | AmalrajJ | Issue Track Issue #: 3063 | [NAME] | 2012-02-16 13:17:55 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 13:18:15 | 2012-02-17 12:05:02 | INC0018774 | 5 - Medium | Service Request | Resolved |  | Add a website to the ScanSafe IP exclusion list PAC file | [NAME] | Deskside - California | CI Not Found | Network | On The Go | Access Request | True | SalakP |  | [NAME] | 2012-02-17 05:45:06 | 00:00:00 |  | [NAME] | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Added computerpackages.com to wpad.dat on \\sbymas323 and \\sbymas324. ASuccessfully accessed https://rts.computerpackages.com/MedImmune_x000D_ website | [NAME]
2012-02-16 13:19:17 | 2012-02-16 13:42:23 | INC0018776 | 5 - Medium | Service Request | Resolved |  | Drivers installed for ergonomics keyboard | [NAME] | Service Desk | Keyboard | Applications | OS | Software Install | True | WoodsV |  | [NAME] | 2012-02-16 13:39:38 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | I remoted to install the drivers for the keyboard_x000D_ I also waited till she was able to test the keyboard and was successful. | [NAME]
2012-02-16 13:24:32 | 2012-02-21 13:06:45 | [NAME] | 5 - Medium | Service Request | Resolved |  | Endnote install request | [NAME] | Service Desk | CI Not Found | Applications | COTS | How To | True | KrittJ |  | [NAME] | 2012-02-16 13:30:14 | 00:00:00 |  | endnote install | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | remoted to his computer and ran the install. | [NAME]
2012-02-16 13:27:18 | 2012-02-23 09:09:26 | INC0018782 | 5 - Medium | Incident | Resolved | Pending Customer | Computer infected | [NAME] | Deskside - Gaithersburg | CI Not Found | Other | Other | Other | True | SuttonJo |  | [NAME] | 2012-02-16 13:44:59 | 00:00:00 |  | virus | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | JS 02-23-12 Second scan was run yesterday. No further infections were found. | [NAME]
2012-02-16 13:29:48 | 2012-02-17 14:55:06 | INC0018785 | 5 - Medium | Incident | Resolved |  | Laptop is not configured correctly | [NAME] | Executive Support | Laptop | Hardware | Computer | Fault/Error | True | SaghriF |  | Farzin Saghri | 2012-02-16 13:32:32 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Battery was replaced as it would not hold a charge. Issue resolved. | Farzin Saghri
2012-02-16 13:30:07 | 2012-02-16 15:54:08 | INC0018786 | 5 - Medium | Service Request | Resolved | Assigned External | user wants to know when and by whom 3 items were deleted. | [NAME] | Service Desk | MEDIMMUNE92 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | HallW | 3024139 | [NAME] | 2012-02-16 13:59:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | unable to supply user with the requested information. | [NAME]
2012-02-16 13:34:44 | 2012-02-16 13:47:08 | INC0018788 | 5 - Medium | Service Request | Resolved |  | Incorrect access denied site | [NAME] | Service Desk | CI Not Found | Network | On The Go | Access Request | True | YeY |  | [NAME] | 2012-02-16 13:40:39 | 00:00:00 |  | firewall | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | need to have a business reason to allow site within firewall | [NAME]
2012-02-16 13:36:00 | 2012-02-16 14:05:34 | INC0018789 | 5 - Medium | Service Request | Resolved |  | Reinstate account - [NAME] (211466) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | KellyPa |  | [NAME] | 2012-02-16 14:05:34 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reinstated, HR [NAME] date: 2/21/12, (1466) Ticket# INC0018789 | [NAME]
2012-02-16 13:41:40 | 2012-02-16 13:54:41 | INC0018791 | 5 - Medium | Service Request | Resolved |  | success factors | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | How To | True | KrittJ |  | [NAME] | 2012-02-16 13:54:41 | 00:00:00 |  | Success Factors | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I directed [NAME] to the vendor number for Success Factors | [NAME]
2012-02-16 13:51:41 | 2012-02-16 14:11:42 | INC0018796 | 5 - Medium | Incident | Resolved |  | Excel won't open | [NAME] | Service Desk | Excel 2003 | Applications | COTS | Fault/Error | True | PusslerJ |  | [NAME] | 2012-02-16 14:11:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | see notes | [NAME]
2012-02-16 13:52:04 |  | INC0018797 | 5 - Medium | Incident | In Progress | Pending Customer | User cannot connect as remote location. | [NAME] | Deskside - Gaithersburg | Wireless | Applications | Business Applications | Performance | True | GeorgeMa |  | [NAME] | 2012-02-16 14:27:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 13:53:16 | 2012-02-22 18:21:14 | INC0018798 | 5 - Medium | Incident | Resolved |  | Employee [NAME] (9477) | Marion Pridgen | CZ - Commercial - Support | AMS (N/A) | Applications | Business Applications | Fault/Error | True | AlanjiN |  | [NAME] | 2012-02-16 13:56:09 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Analysis Update:_x000D_ - Re-ran sales rep scenarios starting the week of 19-Dec till 13-feb scenario and pushed the data to ARTiS_x000D_ - Validated the same by executing 20-Feb Sales Rep Scenario_x000D_ _x000D_ | [NAME]
2012-02-16 13:53:28 | 2012-02-21 09:33:46 | INC0018799 | 5 - Medium | Incident | Resolved | Pending Customer | User is unable to access L: drive folder | Marion Pridgen | Accounts Administration | CI Not Found | Account Admin | General | Access | True | [NAME] |  | Rankit Thakkar | 2012-02-16 13:58:48 | 00:00:00 |  | Shared Drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolved Per [NAME] | Rankit Thakkar
2012-02-16 13:55:28 | 2012-02-16 16:37:23 | INC0018801 | 5 - Medium | Incident | Resolved |  | unable to open outlook | Louie Elizes | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Performance | True | DunhamAv |  | Avinash Dunham | 2012-02-16 14:35:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Successfully reset outlook account and phone was disconnected, once I plugged it in it was working correctly. | Avinash Dunham
2012-02-16 13:55:47 | 2012-02-16 17:44:00 | INC0018802 | 5 - Medium | Incident | Resolved |  | Accessing my H:\ Drive | [NAME] | Deskside - California | Other | Server/Data Center | Database/System | Performance | True | liceaj |  |  | 2012-02-16 16:39:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Removed the file: | [NAME]
2012-02-16 13:56:46 | 2012-02-21 12:29:49 | INC0018803 | 4 - High | Incident | Resolved | Pending Customer | [NAME] can't get on [NAME], she can't open excel or kimmunity links | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Performance | True | GeorgeMa |  | [NAME] | 2012-02-16 14:56:50 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Re-installed the applications and resolved the issue | [NAME]
2012-02-16 13:57:02 |  | INC0018804 | 5 - Medium | Service Request | Pending | Pending Customer | Accounts | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | New | Account | True | ConnorP |  | [NAME] | 2012-02-16 13:58:33 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 13:57:29 | 2012-02-16 15:18:30 | INC0018805 | 5 - Medium | Service Request | Resolved | Pending Customer | Customer needs read/write access to L and I drive | [NAME] | Accounts Administration | CI Not Found | Account Admin | New | Access | True | [NAME] |  | Rankit Thakkar | 2012-02-16 14:27:10 | 00:00:00 |  | access to L and I drive | 1-2 Users Affected | Stephanie Hightower | True | 1 | Solved (Permanently) | Granted Permission._x000D_ _x000D_ User MUST Log-out and Log-in to see the changes. _x000D_ _x000D_ Please call us back if you still have trouble getting to the L and I drive. | Rankit Thakkar
2012-02-16 13:59:06 | 2012-02-21 13:25:09 | INC0018806 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13190 - Duy Pham-2/21/12 | Vanisree Battar | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | True | KellyPa |  | [NAME] | 2012-02-16 14:00:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account extended and manager notified | [NAME]
2012-02-16 13:59:07 | 2012-02-16 14:18:56 | INC0018807 | 5 - Medium | Incident | Resolved |  | User's computer slows down anytime they access the I drive | Marion Pridgen | Service Desk | CI Not Found | Server/Data Center | Database/System | Performance | True | LockS |  | [NAME] | 2012-02-16 14:02:58 | 00:00:00 |  | I drive speed | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Remoted in to the user's computer and removed the file Microsoft Office File Validation. | [NAME]
2012-02-16 14:07:25 | 2012-02-16 14:12:05 | INC0018808 | 5 - Medium | Service Request | Resolved |  | Reinstate account - [NAME] (211466) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | KellyPa |  | [NAME] | 2012-02-16 14:12:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reinstated account [NAME] date: 2/21/12, (1466), All information emailed to manager | [NAME]
2012-02-16 14:12:16 | 2012-02-16 14:16:48 | INC0018811 | 5 - Medium | Service Request | Resolved |  | Reinstate account - [NAME] (211466) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | KellyPa |  | [NAME] | 2012-02-16 14:16:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reinstated account [NAME] date: 2/21/12, (1466), All information emailed to manager | [NAME]
2012-02-16 14:13:24 | 2012-02-16 14:53:55 | INC0018813 | 5 - Medium | Service Request | Resolved |  | Installing MS12-016 and MS12-015 on md1vm106 server | [NAME] | CZ - Middleware & Citrix - Support | 3725_MD_4 | Applications | Business Applications | Install/Remove | True | SundaramSa |  | [NAME] | 2012-02-16 14:18:15 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed the MS12-016 .net framework patches. | [NAME]
2012-02-16 14:16:56 | 2012-02-16 14:19:56 | INC0018814 | 5 - Medium | Service Request | Resolved |  | Reinstate account - Emmanuelle Rodriguez - 2/21/12 (211466) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | KellyPa |  | [NAME] | 2012-02-16 14:19:56 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reinstated account [NAME] date: 2/21/12, (1466), All information emailed to manager | [NAME]
2012-02-16 14:20:44 | 2012-02-21 12:22:48 | INC0018817 | 5 - Medium | Incident | Resolved | Pending Customer | H Drive access | Sonja [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | General | Access | True | KrittJ |  | Rankit Thakkar | 2012-02-17 15:44:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User called in and said that she can access it. | [NAME]
2012-02-16 14:20:48 | 2012-02-16 14:42:03 | INC0018818 | 5 - Medium | Service Request | Resolved | Pending Customer | [NAME] password reset. | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | True | HeathC |  | [NAME] | 2012-02-16 14:26:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I emailed [NAME]'s manager [NAME] with her new network password. | [NAME]
2012-02-16 14:24:02 | 2012-02-16 14:29:46 | INC0018821 | 5 - Medium | Service Request | Resolved |  | Reinstate account - [NAME] (211466) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | KellyPa |  | [NAME] | 2012-02-16 14:29:46 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reinstated account [NAME] date: 2/21/12, (1466), All information emailed to manager | [NAME]
2012-02-16 14:26:24 | 2012-02-16 14:31:32 | INC0018822 | 5 - Medium | Service Request | Resolved |  | Battery Replacement, JMP install | [NAME] | Deskside - Gaithersburg | Battery | Hardware | Computer | Configuration | True | DunhamAv |  | Avinash Dunham | 2012-02-16 14:30:27 | 00:00:00 |  |  | 1-2 Users Affected | Avinash Dunham | False | 0 | Solved (Permanently) | Gave user a replacement battery as well as added JMP to the users citrix profile since she was approved for it. | Avinash Dunham
2012-02-16 14:27:52 | 2012-02-16 14:35:44 | INC0018825 | 5 - Medium | Service Request | Resolved |  | eLMS Error | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Configuration | True | YeY |  | [NAME] | 2012-02-16 14:32:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | it is showing as completed now | [NAME]
2012-02-16 14:27:56 | 2012-02-16 15:36:32 | INC0018826 | 5 - Medium | Service Request | Resolved |  | Modifying a duplicate AD account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | PacuanL |  | [NAME] | 2012-02-16 14:40:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] with the right employee number._x000D_ _x000D_ Disabled StollerMi and hid from the GAL and reset employee number to 00000._x000D_ _x000D_ Explained to the user that we cannot add a seconday [NAME] address (StollerMi) to StollerM since the email address is still associated with an account. User has forwarding set from StollerMi to StollerM account. | [NAME]
2012-02-16 14:29:51 | 2012-02-16 14:41:04 | INC0018828 | 5 - Medium | Service Request | Resolved |  | Reinstate account - [NAME] (211466) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | KellyPa |  | [NAME] | 2012-02-16 14:41:04 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reinstated account [NAME] date: 2/21/12, (1466), All information emailed to manager | [NAME]
2012-02-16 14:30:16 |  | INC0018829 | 5 - Medium | Service Request | Pending | Pending Customer | User needs a shared [NAME] for her group | [NAME] | Accounts Administration | Outlook 2003 | Applications | Outlook | Configuration | True | NguyenQ | N/A | [NAME] | 2012-02-22 12:11:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4
2012-02-16 14:37:04 | 2012-02-16 15:00:13 | INC0018831 | 5 - Medium | Incident | Resolved |  | Trouble connecting a local printer | [NAME] | Service Desk | Printer | Hardware | Peripheral | Performance | True | HightowerS |  | Stephanie Hightower | 2012-02-16 14:59:12 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Mapped network printer to clients machine via webex session | Stephanie Hightower
2012-02-16 14:37:29 | 2012-02-16 16:33:08 | INC0018832 | 5 - Medium | Service Request | Resolved |  | Clear One MAX IP Setup for VP Thomas Mustelin | [NAME] | Executive Support | CI Not Found | Telephony | [NAME] | Configuration | True | SaghriF |  | Farzin Saghri | 2012-02-16 14:43:31 | 00:00:00 |  | SIP | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | ClearOne conference phone has been sucessfully setup. Issue resolved. | Farzin Saghri
2012-02-16 14:39:12 | 2012-02-22 08:47:02 | INC0018833 | 5 - Medium | Incident | Resolved | Pending Customer | Unable to log into Elements | [NAME] | CZ - Enterprise Application - Support | Elements | Applications | Business Applications | Access | True | MullaveeduB |  | [NAME] | 2012-02-16 14:41:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User replied that the issue is resolved | [NAME]
2012-02-16 14:40:17 | 2012-02-16 14:51:05 | INC0018834 | 5 - Medium | Incident | Resolved |  | Account Locked Out in citrix | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | General | Access | True | WoodsV |  | [NAME] | 2012-02-16 14:51:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | I asked her to wait a few minutes to log back on computer _x000D_ I asked her to  hit control -alt -del and was able to get back in computer _x000D_ and she was able to get on Citrix successful._x000D_ | [NAME]
2012-02-16 14:44:42 | 2012-02-16 14:46:40 | INC0018837 | 5 - Medium | Service Request | Resolved |  | Reinstate account - [NAME] (211466) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | KellyPa |  | [NAME] | 2012-02-16 14:46:40 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reinstated account [NAME] date: 2/21/12, (1466), All information emailed to manager | [NAME]
2012-02-16 14:46:07 | 2012-02-22 14:18:50 | INC0018839 | 5 - Medium | Incident | Resolved | Pending Customer | the task pane in outlook will not automatically switch which date it displays | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Business Applications | Fault/Error | True | DykstraC |  | Case Dykstra | 2012-02-16 15:09:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | cd-adjusted task pane view settings to sort by selected date | Case Dykstra
2012-02-16 14:47:17 | 2012-02-16 15:09:07 | INC0018840 | 5 - Medium | Incident | Resolved |  | not able to login to eLMS | [NAME] | Service Desk | Elements | Account Admin | General | Access | True | PusslerJ |  | [NAME] | 2012-02-16 15:09:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Had her submit a request to eLMS Help Desk | [NAME]
2012-02-16 14:51:12 | 2012-02-17 15:31:12 | INC0018842 | 5 - Medium | Incident | Resolved | Pending Customer | Phone information is incorrect | [NAME] | Voice | [NAME] | Telephony | Line/Circuit | Fault/Error | True | RobertsTr |  | [NAME] | 2012-02-17 14:35:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | User informed me that everything is working fine... | [NAME]
2012-02-16 14:52:08 | 2012-02-16 15:05:56 | INC0018844 | 5 - Medium | Service Request | Resolved |  | H: Drive Issues | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Home Folder | True | HeathC |  | [NAME] | 2012-02-16 15:05:56 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I received a call from [NAME] (EU), who advised his H: Drive was missing from his computer._x000D_ - I remoted into computer and was able to map drive._x000D_ - Andy advised he was able to open and save files from his home drive. | [NAME]
2012-02-16 14:57:38 | 2012-02-16 15:00:30 | INC0018846 | 5 - Medium | Service Request | Resolved |  | Reinstate account - [NAME] (211466) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | KellyPa |  | [NAME] | 2012-02-16 15:00:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reinstated account [NAME] date: 2/21/12, (1466), All information emailed to manager | [NAME]
2012-02-16 14:58:30 | 2012-02-17 07:59:19 | INC0018847 | 5 - Medium | Service Request | Resolved |  | Need to connect a power meter to the Medimmune network | [NAME] | Intel Server Support | CI Not Found | Other | Other | Other | True | FoerterL |  | [NAME] | 2012-02-16 15:02:05 | 00:00:00 |  | Power Meter | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Assgined 10.8.204.240 for the meter as per [NAME]. the IP was available in IPAM, DHCP, and DNS. | [NAME]
2012-02-16 14:58:46 |  | INC0018848 | 5 - Medium | Service Request | Pending | Pending Customer | Need to pull Emerald Migration Tools servers from patch group | [NAME] | Intel Server Support | CI Not Found | Applications | Business Applications | Install/Remove | True | SeegarsP |  | [NAME] | 2012-02-16 15:02:25 | 00:00:00 |  | UTPRD0010 | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 15:02:39 |  | INC0018851 | 5 - Medium | Service Request | Pending | Pending Customer | Off Board [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-16 15:04:49 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 15:05:45 | 2012-02-16 15:34:14 | INC0018852 | 5 - Medium | Service Request | Resolved |  | New iPad - needs assistance with setting it up with Apple account | [NAME] | Service Desk | iPad | Applications | Mobile Applications | iPad - Redirect | True | HightowerS |  | Stephanie Hightower | 2012-02-16 15:07:05 | 00:00:00 |  | iPad setup | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Forwarded client to Rivermine for further assistance. _x000D_ resolving this request. | Stephanie Hightower
2012-02-16 15:07:44 | 2012-02-16 15:44:52 | INC0018854 | 5 - Medium | Incident | Resolved | Pending Customer | elements pass word | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Access | True | YeY |  | [NAME] | 2012-02-16 15:08:36 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolved per user's email | [NAME]
2012-02-16 15:11:01 | 2012-02-17 10:55:05 | INC0018856 | 5 - Medium | Service Request | Resolved |  | manager requesting access to a folder for an employee | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | PacuanL |  | [NAME] | 2012-02-16 15:19:13 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added user to the group that has access to COMPLIANCE which also do not have access to 7- Investigations folder. | [NAME]
2012-02-16 15:22:43 | 2012-02-17 12:13:41 | INC0018860 | 5 - Medium | Incident | Resolved | Assigned External | MI alert | [NAME] | Service Desk | CA1AS018 | Server/Data Center | Database/System | Fault/Error | True | YeY | IBM | [NAME] | 2012-02-16 15:23:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] from IBM called and said they had generated three more tickets on this issue. Those tickets are: _x000D_ _x000D_ 3024432 _x000D_ 3024436 _x000D_ 3024430 | [NAME]
2012-02-16 15:22:54 | 2012-02-16 15:34:12 | INC0018861 | 5 - Medium | Service Request | Resolved |  | Reinstate account - [NAME] (211466) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | KellyPa |  | [NAME] | 2012-02-16 15:34:12 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reinstated account [NAME] date: 2/21/12, (1466), All information emailed to manager | [NAME]
2012-02-16 15:30:00 | 2012-02-22 10:28:27 | INC0018867 | 5 - Medium | Incident | Resolved |  | [NAME] will not open | [NAME] | Deskside - Frederick | Outlook 2003 | Applications | Outlook | Performance | True | BosherB |  | [NAME] | 2012-02-16 15:58:32 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | outlook reconfigured to fix issue | [NAME]
2012-02-16 15:31:40 |  | INC0018868 | 5 - Medium | Service Request | In Progress | Pending Customer | [NAME] confocal SP5 software installation request | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Peripheral | Request/Replace | True | HillJos |  | Avinash Dunham | 2012-02-22 14:30:48 | 00:00:00 |  | sp5 | 1-2 Users Affected | [NAME] | False | 1
2012-02-16 15:34:16 | 2012-02-16 15:40:50 | INC0018869 | 5 - Medium | Service Request | Resolved |  | Reinstate account - [NAME] (211466) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | KellyPa |  | [NAME] | 2012-02-16 15:40:50 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reinstated account [NAME] date: 2/21/12, (1466), All information emailed to manager | [NAME]
2012-02-16 15:37:58 | 2012-02-21 11:37:44 | INC0018870 | 5 - Medium | Service Request | Resolved | Pending Customer | Access request | [NAME] | Accounts Administration | MEDIMMUNE13 | Server/Data Center | Database/System | Access Request | True | PacuanL |  | [NAME] | 2012-02-16 17:07:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Assigned proper permission after getting approval from the manager. | [NAME]
2012-02-16 15:40:57 | 2012-02-16 15:45:58 | INC0018872 | 5 - Medium | Service Request | Resolved |  | Reinstate account - [NAME] (211466) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | KellyPa |  | [NAME] | 2012-02-16 15:45:58 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reinstated account [NAME] date: 2/21/12, (1466), All information emailed to manager | [NAME]
2012-02-16 15:41:01 |  | INC0018873 | 5 - Medium | Service Request | Assigned |  | CDS Hardware needs to be backed up | [NAME] | Storage Backup Team | Agilent CDS, GxP (Prod) | Other | Other | Other | True | FoerterL |  | [NAME] | 2012-02-16 16:01:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 15:41:25 | 2012-02-16 16:01:11 | INC0018874 | 5 - Medium | Service Request | Resolved |  | Move File on Medi.com | [NAME] | CZ - Collaboration & BI - Support | Other | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | GovindasamyR |  | [NAME] | 2012-02-16 15:43:09 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | File has been moved to PRD environment successfully. | [NAME]
2012-02-16 15:46:05 | 2012-02-16 15:49:14 | INC0018876 | 5 - Medium | Service Request | Resolved |  | Reinstate account - [NAME] (211466) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | KellyPa |  | [NAME] | 2012-02-16 15:49:14 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reinstated account [NAME] date: 2/21/12, (1466), All information emailed to manager | [NAME]
2012-02-16 15:47:30 | 2012-02-16 15:57:13 | INC0018877 | 5 - Medium | Incident | Resolved |  | [NAME] not opening | [NAME] | Service Desk | Word 2003 | Applications | Business Applications | Fault/Error | True | YeY |  | [NAME] | 2012-02-16 15:48:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | renamed normal.dot | [NAME]
2012-02-16 15:49:19 | 2012-02-16 16:16:50 | INC0018878 | 5 - Medium | Service Request | Resolved |  | Customer wants her middle name removed from the GAL | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | PacuanL |  | [NAME] | 2012-02-16 16:01:18 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Removed middle name. It can take 48hrs. for the change to populate. | [NAME]
2012-02-16 15:57:31 | 2012-02-17 14:05:44 | INC0018880 | 5 - Medium | Service Request | Resolved |  | User name in e-mail | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | PacuanL |  | [NAME] | 2012-02-16 16:01:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User's middle name taken off. | [NAME]
2012-02-16 15:59:09 | 2012-02-16 16:29:12 | INC0018882 | 5 - Medium | Service Request | Resolved |  | H drive | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Home Folder | True | PacuanL |  | [NAME] | 2012-02-16 16:16:10 | 00:00:00 |  | home drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added the use to the group that has access to the folder. | [NAME]
2012-02-16 16:01:53 | 2012-02-16 17:37:36 | INC0018883 | 5 - Medium | Service Request | Resolved |  | ASQAS0021 server lost connectivity | [NAME] | Network Level 2 | LAN | Network | Wired | Request for Information | True | OkrasaL |  | Leszek Okrasa | 2012-02-16 16:08:24 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Moved server uplinks to correct vlan - 372 per open RFC. Server is now reachable._x000D_ _x000D_ usmd1-omw2-0209-5596-sa01# ping 10.15.72.21_x000D_ PING 10.15.72.21 (10.15.72.21): 56 data bytes_x000D_ 64 bytes from 10.15.72.21: icmp_seq=0 ttl=126 time=1.578 ms_x000D_ 64 bytes from 10.15.72.21: icmp_seq=1 ttl=126 time=1.013 ms_x000D_ 64 bytes from 10.15.72.21: icmp_seq=2 ttl=126 time=0.891 ms_x000D_ 64 bytes from 10.15.72.21: icmp_seq=3 ttl=126 time=0.873 ms_x000D_ 64 bytes from 10.15.72.21: icmp_seq=4 ttl=126 [NAME] ms_x000D_ _x000D_ --- 10.15.72.21 ping statistics ---_x000D_ 5 packets transmitted, 5 packets received, 0.00% packet loss_x000D_ round-trip min/avg/[NAME] = 0.873/1.048/1.578 ms_x000D_ _x000D_ usmd1-omw2-0209-5596-sa01# show run int port 117_x000D_ interface port-channel117_x000D_   description ASQAS0021_x000D_   vpc 117_x000D_   switchport access vlan 372_x000D_ _x000D_ usmd1-omw2-0209-5596-sa02# show run int port 117_x000D_ interface port-channel117_x000D_   description ASQAS0021_x000D_   vpc 117_x000D_   switchport access vlan 372_x000D_ _x000D_ | Leszek Okrasa
2012-02-16 16:09:49 | 2012-02-22 15:58:04 | INC0018887 | 5 - Medium | Service Request | Resolved |  | On The Go Setup from home / Unable to install Juniper client | [NAME] | Deskside - Gaithersburg | OnTheGo | Network | On The Go | How To | True | [NAME] |  | [NAME] | 2012-02-16 16:50:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JK- installed juniper client and tested with my credentials | [NAME]
2012-02-16 16:11:35 |  | INC0018888 | 5 - Medium | Service Request | Pending | Assigned External | User needs SAP password reset. | [NAME] Givi | Service Desk | SAP ECC (Prod) | Account Admin | Reset | Password | True | HallW | 3038580 | [NAME] | 2012-02-21 17:51:03 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-16 16:54:04 | 2012-02-16 17:36:31 | INC0018899 | 5 - Medium | Incident | Resolved |  | Excel 2003 freezes intermittently | [NAME] | Service Desk | Excel 2003 | Applications | COTS | Fault/Error | True | PerryA |  | [NAME] | 2012-02-16 17:36:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | -Freezing issue resolved after opening in safe mode/restarting computer._x000D_ -Files are opening slowly because they are saved on the shared drive. He saved an Excel file on his computer and was able to open it without issues._x000D_ | [NAME]
2012-02-16 17:00:02 | 2012-02-16 17:04:27 | INC0018904 | 5 - Medium | Service Request | Resolved |  | User has been locked out of his computer | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Access | True | LockS |  | [NAME] | 2012-02-16 17:04:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | User's account unlocked due to time. | [NAME]
2012-02-16 17:10:38 | 2012-02-17 07:02:48 | INC0018906 | 5 - Medium | Incident | Resolved |  | MI alert | [NAME] | Unix Server Support | SBYMAS062 | Server/Data Center | Database/System | Fault/Error | True | Arndt-KohlwayC |  |  | 2012-02-16 17:11:39 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Server migrated to [NAME] is now supported by Medimmune Open Systems team.  IBM monitoring no longer required. | [NAME]
2012-02-16 17:12:07 | 2012-02-16 17:51:11 | INC0018907 | 5 - Medium | Incident | Resolved |  | MI alert | [NAME] | Service Desk | MD1AS296 | Server/Data Center | Database/System | Fault/Error | True | TchaboJ |  |  | 2012-02-21 11:17:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | IBM alerts for servers that were migrated.  Please ignore. | Thuan Tran
2012-02-16 17:15:28 |  | INC0018908 | 5 - Medium | Incident | In Progress |  | April Trocuik - outlook unable to send | [NAME] | Deskside - Frederick | Outlook 2003 | Applications | Outlook | Performance | True | BosherB |  | [NAME] | 2012-02-16 18:06:36 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 17:16:34 | 2012-02-23 09:20:18 | INC0018909 | 5 - Medium | Service Request | Resolved | Pending Customer | QC-New Member | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | True | StilesH |  | [NAME] | 2012-02-22 20:56:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Added to the group. | [NAME]
2012-02-16 17:23:59 |  | INC0018910 | 5 - Medium | Service Request | In Progress |  | On Boarding Form - OBF13191 | [NAME] | IMAC Coordinator | Desktop | Hardware | Peripheral | Request/Replace | True | StilesH |  | [NAME] | 2012-02-17 11:24:11 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-16 17:25:07 |  | INC0018911 | 5 - Medium | Incident | Assigned |  | User called said he want Adobe SVG Viewer 3.0 | [NAME] | SDD - RD Support | CI Not Found | Applications | Business Applications | Access | True | ChungS |  | [NAME] | 2012-02-16 17:44:19 | 00:00:00 |  | Software install | 1-2 Users Affected | [NAME] | False | 1
2012-02-16 17:25:25 | 2012-02-16 17:38:15 | INC0018912 | 5 - Medium | Service Request | Resolved |  | email add | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | PacuanL |  | [NAME] | 2012-02-16 17:27:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User's alias still shows as [NAME] to [NAME] will take about 48hours to replicate. | [NAME]
2012-02-16 17:27:43 | 2012-02-16 18:07:02 | INC0018914 | 5 - Medium | Service Request | Resolved |  | Add users to DLIMS Citrix Groups | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | True | PacuanL |  | [NAME] | 2012-02-16 17:30:28 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Added the list of users to the specified groups. | [NAME]
2012-02-16 17:27:54 | 2012-02-21 06:57:17 | INC0018915 | 5 - Medium | Service Request | Assigned |  | Read/write access for ITContractsRequest mailbox | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Mailbox | True | StallingsT |  | [NAME] | 2012-02-16 17:35:06 | 00:00:00 |  | mailbox | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Gave access and send as. | [NAME]
2012-02-16 17:30:36 | 2012-02-16 18:09:04 | INC0018916 | 5 - Medium | Service Request | Resolved |  | Add users to DLIMS Citrix Groups | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | True | PacuanL |  | [NAME] | 2012-02-16 17:31:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Users have already been added to the two groups specified. | [NAME]
2012-02-16 17:31:29 | 2012-02-17 13:09:26 | INC0018917 | 5 - Medium | Service Request | Resolved |  | Is there an app running on MEDIMMUNE2? | [NAME] | Accounts Administration | MEDIMMUNE2 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | TchaboJ |  |  | 2012-02-21 11:08:39 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | this is not a wintell supported server closing ticket per [NAME] | [NAME]
2012-02-16 17:32:09 | 2012-02-16 18:04:03 | INC0018918 | 5 - Medium | Service Request | Resolved |  | Add user to DLIMS Citrix Group | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | True | PacuanL |  | [NAME] | 2012-02-16 17:32:44 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added user to the group. | [NAME]
2012-02-16 17:35:38 |  | INC0018919 | 5 - Medium | Service Request | Assigned |  | Scanned document from Goglia, [NAME] ([EMAIL]) | [NAME] | Security Team | AD (Active Directory) Account | Account Admin | New | Account | True | rheringhaus |  |  | 2012-02-16 17:41:11 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 17:41:27 |  | INC0018922 | 5 - Medium | Service Request | In Progress |  | PC Request Form - PCR11275 -Alexander Haig | [NAME] | Deskside - PA | Laptop | Hardware | Computer | Request/Replace | True | HillJos |  | [NAME] | 2012-02-16 17:43:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 17:43:51 | 2012-02-21 13:20:04 | INC0018923 | 5 - Medium | Incident | Resolved |  | Docking station no longer taking charge | [NAME] | Deskside - Gaithersburg | [NAME] | Hardware | Computer | Performance | True | SuttonJo |  | [NAME] | 2012-02-16 17:48:32 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-21-12 I have spoken to the customer and she has re-seated the cable which has resolved the issue. I have let the customer know to reach back out if she has further issues. Closing ticket at the customers request. | [NAME]
2012-02-16 18:00:30 | 2012-02-21 16:41:32 | INC0018927 | 5 - Medium | Service Request | Resolved | Pending Customer | [NAME] | [NAME] | Service Desk | [NAME] 2003 | Applications | Business Applications | Install/Remove | True | [NAME] |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This has been installed on his computer. | [NAME]
2012-02-16 18:12:38 |  | INC0018931 | 5 - Medium | Service Request | Pending | Pending Customer | User lost iPad | [NAME] | Executive Gold - Gaithersburg | iPad | Hardware | Mobile Device | Lost Device | True | ElliottS |  | Stefon Elliott | 2012-02-16 18:24:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-16 18:48:47 | 2012-02-17 15:26:55 | INC0018935 | 5 - Medium | Service Request | Resolved |  | removing membership from the outlook dist list | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | True | StilesH |  | [NAME] | 2012-02-16 18:50:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Changed [NAME] to manage the group and changed the membership. | [NAME]
2012-02-16 19:15:45 | 2012-02-16 20:22:02 | INC0018938 | 5 - Medium | Incident | Resolved |  | Unable to access  in AZ | [NAME] | Service Desk | OnTheGo | Network/Connectivity | Wired | Performance | True | YeY |  | [NAME] | 2012-02-16 19:52:49 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | transferred user to AZ helpdesk | [NAME]
2012-02-16 19:49:08 | 2012-02-17 17:34:10 | INC0018942 | 6 - Low | Incident | Resolved |  | Monitoring of C&R | [NAME] | CZ - Clinical & Regulatory - Support | Insight Publisher (QAS) | Applications | Business Applications | Access | True | JoseS |  | [NAME] | 2012-02-16 19:51:11 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | AApplications monitoredd succesffully | [NAME]
2012-02-16 20:19:01 | 2012-02-17 18:48:43 | INC0018943 | 6 - Low | Incident | Resolved |  | G&A, Operations Monitoing | [NAME] | CZ - G&A - Support | Contract Request (Prod) | ServiceNow | Incident | Performance | True | SahooA |  | [NAME] | 2012-02-16 20:23:45 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | We have monitored  the applications for G&A OPs | Amit Sahoo
2012-02-16 21:36:47 | 2012-02-17 07:04:11 | INC0018950 | 5 - Medium | Service Request | Resolved |  | MI Major [NAME] | [NAME] | Unix Server Support | SBYMAS059 | Server/Data Center | Database/System | Access Request | True | Arndt-KohlwayC |  |  | 2012-02-16 21:38:41 | 00:00:00 |  | MI ALERT | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Server migrated to [NAME], now under Medimmune Open Systems Support.  IBM monitoring no longer required. | [NAME]
2012-02-16 23:48:44 | 2012-02-17 17:35:09 | INC0018956 | 5 - Medium | Incident | Resolved |  | Monitoring for C&R | [NAME] | CZ - Clinical & Regulatory - Support | 2811-TermS-SBY | Applications | Business Applications | Access | True | JoseS |  | [NAME] | 2012-02-16 23:51:56 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Applications monitored succesfully | [NAME]
2012-02-16 23:52:33 | 2012-02-19 21:51:27 | INC0018957 | 5 - Medium | Incident | Resolved |  | 17th EA Monitoring | [NAME] | CZ - Enterprise Application - Support | 2811-TermS-SBY | Applications | Business Applications | Access | True | MullaveeduB |  | [NAME] | 2012-02-17 00:26:52 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | resolved | [NAME]
2012-02-17 00:27:45 | 2012-02-19 21:59:21 | INC0018959 | 5 - Medium | Incident | Resolved |  | Monitoring for EDM | [NAME] | CZ - Enterprise Application - Support | 2811-TermS-SBY | Applications | Business Applications | Access | True | MullaveeduB |  | [NAME] | 2012-02-17 00:29:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | resolved | [NAME]
2012-02-17 02:04:24 | 2012-02-17 02:37:46 | INC0018960 | 5 - Medium | Service Request | Resolved | Pending Customer | Account Expired | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Account | True | TorrenceA |  | [NAME] | 2012-02-17 02:08:34 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended account and unlocked the account on login server usmd1dsp001.  _x000D_ _x000D_ -Anthony Weaver | [NAME]
2012-02-17 02:30:10 | 2012-02-17 02:35:25 | [NAME] | 5 - Medium | Service Request | Resolved |  | Account activation. | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Account | True | WeaverA |  | [NAME] | 2012-02-17 02:35:25 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended. [NAME] and [NAME] accounts. _x000D_ _x000D_ -Anthony Weaver | [NAME]
2012-02-17 03:04:53 |  | INC0018963 | 5 - Medium | Service Request | Assigned |  | On Boarding Form - 0BF13192 - Allen Wong- 2/21 | [NAME] | Accounts Administration | CI Not Found | Account Admin | Provisioning | New Hire (On-Boarding) | True | TutuM |  | [NAME] | 2012-02-22 13:38:47 | 00:00:00 |  | On Boarding Form | 1-2 Users Affected | [NAME] | False | 2
2012-02-17 03:35:12 | 2012-02-22 12:24:15 | INC0018965 | 5 - Medium | Service Request | Resolved |  | RE: On Boarding Form - OBF13193 | [NAME] | Accounts Administration | CI Not Found | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-18 15:42:48 | 00:00:00 |  | On Boarding | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Account created and tickets sent to deskside and voice to complete setup | [NAME]
2012-02-17 03:37:55 | 2012-02-21 12:08:43 | INC0018966 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13194 - Kevin Reuter | [NAME] | Accounts Administration | CI Not Found | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-18 15:52:51 | 00:00:00 |  | On Boarding | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Accounts created, ticket sent to hardware for completion of setup | [NAME]
2012-02-17 03:39:31 | 2012-02-21 11:57:46 | INC0018967 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13195 - Di Lee | [NAME] | Accounts Administration | CI Not Found | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-18 15:51:57 | 00:00:00 |  | On Boarding | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Acounts created, ticket sent to hardware for completion of setup | [NAME]
2012-02-17 03:40:51 | 2012-02-21 11:46:28 | INC0018968 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13196 - Thao Truong | [NAME] | Accounts Administration | CI Not Found | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-18 15:41:37 | 00:00:00 |  | On Boarding | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Accounts created and ticket -INC0019812 sent for hardware setup | [NAME]
2012-02-17 03:42:57 | 2012-02-17 05:37:07 | INC0018969 | 5 - Medium | Service Request | Resolved | Pending Customer | Location of H Drive | [NAME] | Deskside - Liverpool | CI Not Found | Network | Network Device | How To | True | burgesst |  | Terence Burgess | 2012-02-17 05:05:37 | 00:00:00 |  | [NAME] | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] had disconnected the H drive, logged off and back on and is now fine. | Terence Burgess
2012-02-17 04:06:26 |  | INC0018970 | 5 - Medium | Service Request | Pending | Assigned External | SAP Security form | [NAME] | Service Desk | CI Not Found | Account Admin | New | Access | True | WeaverA | INC000003029398 | [NAME] | 2012-02-17 04:11:27 | 00:00:00 |  | SAP Security Request | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 04:44:32 |  | INC0018971 | 5 - Medium | Service Request | Pending | Assigned External | SAP USER ACCOUNT REQUEST | [NAME] | Service Desk | CI Not Found | Account Admin | New | Access | True | WeaverA | NC000003029547 | [NAME] | 2012-02-17 04:47:47 | 00:00:00 |  | SAP USER ACCOUNT REQUEST | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 05:12:02 |  | INC0018973 | 5 - Medium | Service Request | Pending | Assigned External | SAP User Account Change Requests | [NAME] | Service Desk | CI Not Found | Account Admin | Modify | Access | True | WeaverA | INC000003029549 | [NAME] | 2012-02-17 05:15:41 | 00:00:00 |  | SAP User Account | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 05:17:13 |  | [NAME] | 4 - High | Service Request | In Progress | Pending Customer | Outlook not working | Venkatesh Srinivasan | Accounts Administration | Outlook 2003 | Applications | Outlook | How To | True | NguyenQ |  | [NAME] | 2012-02-22 10:11:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 4
2012-02-17 05:29:59 |  | INC0018975 | 5 - Medium | Service Request | Pending | Assigned External | SAP User Account Change Requests ([NAME] lamb) | [NAME] | Service Desk | CI Not Found | Account Admin | Modify | Account | True | WeaverA | INC000003029551 | [NAME] | 2012-02-17 05:34:05 | 00:00:00 |  | SAP Account Change | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 05:37:06 |  | INC0018976 | 5 - Medium | Service Request | Pending | Assigned External | SAP User Account Change Requests | [NAME] | Service Desk | CI Not Found | Account Admin | Modify | Account | True | WeaverA | INC000003029552 | [NAME] | 2012-02-17 05:39:49 | 00:00:00 |  | SAP Account Change | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 05:42:43 |  | INC0018977 | 5 - Medium | Service Request | Pending | Pending Customer | SAP User Account Change Requests | [NAME] | Service Desk | CI Not Found | Account Admin | Modify | Account | True | WeaverA |  | [NAME] | 2012-02-17 05:45:16 | 00:00:00 |  | SAP Account Change | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 05:50:08 |  | INC0018978 | 5 - Medium | Service Request | Pending | Assigned External | SAP User Account Change Requests | [NAME] | Service Desk | CI Not Found | Account Admin | Modify | Account | True | WeaverA | INC000003029122 | [NAME] | 2012-02-17 05:54:12 | 00:00:00 |  | SAP Account Change | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 06:45:14 | 2012-02-17 10:03:11 | INC0018980 | 5 - Medium | Service Request | Resolved | Pending Customer | AD Account expired. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | [NAME] |  | Rankit Thakkar | 2012-02-17 09:01:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account Extended till May, 16, 2012 | Rankit Thakkar
2012-02-17 07:09:31 |  | INC0018981 | 5 - Medium | Incident | Pending | Assigned External | [NAME] | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | Fault/Error | True | HightowerS | TBD |  | 2012-02-17 07:11:47 | 00:00:00 |  | MI Alert | 1-2 Users Affected | Stephanie Hightower | False | 0
2012-02-17 07:44:37 | 2012-02-17 08:06:00 | INC0018983 | 5 - Medium | Incident | Resolved |  | Would like instruction for using OTG | [NAME] | Service Desk | OnTheGo | Applications | Business Applications | Access | True | HightowerS |  | Stephanie Hightower | 2012-02-17 07:47:02 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Assisted [NAME] with logging in to OTG for the first time. I reset her pin and position since she did not remember it. _x000D_ Stayed on the line to ensure she was able to login. | Stephanie Hightower
2012-02-17 07:54:51 | 2012-02-17 09:57:56 | INC0018985 | 5 - Medium | Incident | Resolved |  | Needs a power cord for laptop | [NAME] | Executive Support | CI Not Found | Hardware | Peripheral | Performance | True | ElliottS |  | Stefon Elliott | 2012-02-17 07:58:25 | 00:00:00 |  | Laptop power cord request | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Power supply dropped off. No further action required. | Stefon Elliott
2012-02-17 08:08:44 | 2012-02-17 08:20:41 | INC0018986 | 5 - Medium | Service Request | Resolved |  | Password reset | [NAME] | Service Desk | CI Not Found | Account Admin | Reset | Password | True | HightowerS |  | [NAME] | 2012-02-17 08:20:41 | 00:00:00 |  | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] password and left it on her voicemail | [NAME]
2012-02-17 08:08:56 | 2012-02-17 08:19:55 | INC0018987 | 5 - Medium | Service Request | Resolved |  | [NAME] | Naomi Veney | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | True | HeathC |  | [NAME] | 2012-02-17 08:13:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I reset her Network and left a VM with new password._x000D_ - I called her back and verified that she was able to log in. | [NAME]
2012-02-17 08:13:22 | 2012-02-17 08:38:41 | INC0018988 | 5 - Medium | Incident | Resolved |  | outlook wont connect and lync wont connect. | [NAME] | Service Desk | OnTheGo | Network/Connectivity | Remote | Fault/Error | True | HallW |  | [NAME] | 2012-02-17 08:38:41 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | reconnected users onthego session to prompt the juniper client to run and connect. | [NAME]
2012-02-17 08:14:16 | 2012-02-17 13:19:34 | INC0018989 | 5 - Medium | Incident | Resolved |  | Cannot log in to Open Air.  Say's I'm not a valid user. | Christine [NAME] | Service Desk | Other | Applications | Business Applications | Access | True | BakerC |  |  | 2012-02-17 08:20:14 | 00:00:00 |  |  | 1-2 Users Affected | Christine [NAME] | False | 0 |  |  | Christine [NAME]
2012-02-17 08:28:09 | 2012-02-17 10:25:29 | INC0018992 | 5 - Medium | Service Request | Resolved |  | Install Adobe Flash 10.1 | [NAME] | Deskside - Field Sales | CI Not Found | Applications | COTS | Install/Remove | True | AkpanEm |  | [NAME] | 2012-02-17 08:49:19 | 00:00:00 |  | [NAME] | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The updated version of flash have been added to the users computer. closing ticket | [NAME]
2012-02-17 08:31:27 | 2012-02-21 08:19:17 | INC0018993 | 5 - Medium | Incident | Resolved | Pending Customer | Having Problems in Outlook | [NAME] | Service Desk | Outlook 2003 | Applications | COTS | Access | True | HeathC |  | [NAME] | 2012-02-17 08:35:00 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I called [NAME] (EU), who advised that issue seems to be resolved. I advised we would resolve ticket. | [NAME]
2012-02-17 08:35:12 | 2012-02-17 10:27:14 | INC0018994 | 5 - Medium | Incident | Resolved | Pending Customer | Account is expired | [NAME] | Service Desk | CI Not Found | Account Admin | General | Access | True | TorrenceA |  | Stephanie Hightower | 2012-02-17 08:39:26 | 00:00:00 |  | Account Extension | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Dup ticket resolved | [NAME]
2012-02-17 08:36:29 | 2012-02-17 10:10:16 | INC0018995 | 5 - Medium | Service Request | Resolved |  | MS Excel Issue | [NAME] | Deskside - Gaithersburg | Excel 2003 | Applications | COTS | Configuration | True | SuttonJo |  | [NAME] | 2012-02-17 08:38:32 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-17-12 Microsoft file validation tool has been un-installed. | [NAME]
2012-02-17 08:38:41 | 2012-02-17 08:42:47 | [NAME] | 5 - Medium | Service Request | Resolved |  | Issues with Outlook + Software Installation | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | True | SuttonJo |  | [NAME] | 2012-02-17 08:42:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Customers Outlook has been reconnected to the Exchange Server. Vector NTI has been installed. | [NAME]
2012-02-17 08:41:56 | 2012-02-17 12:27:28 | INC0018998 | 5 - Medium | Service Request | Resolved |  | user and some coligues need access to access to a couple windows groups | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | PacuanL |  | [NAME] | 2012-02-17 08:44:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added both users to the groups. | [NAME]
2012-02-17 08:45:14 | 2012-02-17 08:48:58 | INC0019000 | 5 - Medium | Service Request | Resolved |  | Quicktime Install | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Install/Remove | True | SuttonJo |  | [NAME] | 2012-02-17 08:47:33 | 00:00:00 |  | Quicktime | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-17-12 Quicktime has been installed. | [NAME]
2012-02-17 08:49:13 | 2012-02-17 08:52:48 | INC0019002 | 5 - Medium | Service Request | Resolved |  | Possible Virus on machine | [NAME] | Deskside - Gaithersburg | Laptop | Applications | COTS | Configuration | True | SuttonJo |  | [NAME] | 2012-02-17 08:52:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-17-12 Machine has been scanned and nothing was picked up. There were no signs on the machine being infected with anything. | [NAME]
2012-02-17 08:53:10 |  | INC0019003 | 5 - Medium | Service Request | Pending | Pending Customer | Outlook/Exchange Issue | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Configuration | True | KrittJ |  | [NAME] | 2012-02-17 09:27:15 | 00:00:00 |  |  | 2 to 20 Users Affected | [NAME] | False | 2
2012-02-17 08:58:58 | 2012-02-17 09:01:30 | INC0019004 | 5 - Medium | Service Request | Resolved |  | Outlook Configuration | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | True | SuttonJo |  | [NAME] | 2012-02-17 09:01:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-17-12 Outlook has been configured. | [NAME]
2012-02-17 09:00:38 | 2012-02-23 08:33:34 | INC0019005 | 5 - Medium | Service Request | Resolved |  | Off Board Gragory Adan | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-17 09:02:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts disabled, child tickets closed. | [NAME]
2012-02-17 09:01:10 | 2012-02-22 14:36:54 | INC0019006 | 5 - Medium | Service Request | Resolved |  | New Hire, [NAME], [NAME]: 2/6/12 - (7027) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-17 09:02:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts created, tickets sent to hardware and voice for completion of setup - INC0020461 and INC0020466 | [NAME]
2012-02-17 09:03:21 | 2012-02-17 09:12:02 | INC0019008 | 5 - Medium | Service Request | Resolved |  | request instructions on how to setup their voicemail. | [NAME] | Service Desk | [NAME] | Telephony | [NAME] | Configuration | True | HallW |  | [NAME] | 2012-02-17 09:12:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | instructed user to call their phone number and follow the prompts to setup their voicemail. | [NAME]
2012-02-17 09:03:32 |  | INC0019009 | 5 - Medium | Service Request | Pending | Pending Customer | Off Board [NAME] | Bradley Peters | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-17 09:05:41 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 09:03:34 | 2012-02-17 11:48:56 | INC0019010 | 5 - Medium | Service Request | Resolved |  | E Drive Access | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | [NAME] |  | Rankit Thakkar | 2012-02-17 09:04:32 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] permission to the Research Folder._x000D_ _x000D_ User MUST log-out and log-in to see the changes. | Rankit Thakkar
2012-02-17 09:05:01 | 2012-02-17 09:11:29 | INC0019012 | 5 - Medium | Service Request | Resolved |  | Time Zone Change | [NAME] | Deskside - Gaithersburg | Laptop | Applications | OS | Configuration | True | SuttonJo |  | [NAME] | 2012-02-17 09:11:28 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-17-12 The time zone has been changed on the customers machine. | [NAME]
2012-02-17 09:05:51 | 2012-02-17 10:20:47 | INC0019015 | 5 - Medium | Service Request | Resolved |  | Modify Account Access for OPS_TutuM | [NAME] | Intel Server Support | AD (Active Directory) Account | Account Admin | Modify | Account | True | [NAME] |  | [NAME] | 2012-02-17 09:12:58 | 00:00:00 |  |  | 1-2 Users Affected | Rankit Thakkar | False | 0 | Solved (Permanently) | Resolved. | [NAME]
2012-02-17 09:06:32 |  | INC0019016 | 5 - Medium | Service Request | Pending | Pending Customer | Off Board Deepti Sood | Deepti Sood | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-17 09:08:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 09:06:42 |  | INC0019017 | 5 - Medium | Incident | Assigned |  | [NAME] | [NAME] | SAN Storage Support | Excel 2003 | Applications | Business Applications | Fault/Error | True | TorrenceA |  |  | 2012-02-17 10:47:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-17 09:07:43 | 2012-02-21 09:16:09 | INC0019018 | 5 - Medium | Incident | Resolved |  | Wireless on my laptop is inconsistent | [NAME] | Service Desk | Wireless (Prod) | Network/Connectivity | Wireless | Performance | True | MercerK |  | [NAME] | 2012-02-17 09:11:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved | [NAME] received a new laptop. This is no longer an issue. | [NAME]
2012-02-17 09:08:07 |  | INC0019019 | 5 - Medium | Service Request | Pending | Pending Customer | Off Board Kathring Allikian | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-17 09:09:29 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 09:08:14 | 2012-02-17 16:00:52 | INC0019020 | 4 - High | Incident | Resolved |  | Needs Access to Folder on C Drive | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Access | True | KeyserM |  | [NAME] | 2012-02-17 11:53:57 | 00:00:00 |  | Applications | 1-2 Users Affected | [NAME] | False | 4 | Solved (Permanently) | Received email from [NAME], ispeed has already been installed. Resolving ticket | [NAME]
2012-02-17 09:10:26 | 2012-02-17 09:14:44 | INC0019021 | 5 - Medium | Incident | Resolved |  | excel files taking along time to load | [NAME], Jr. | Deskside - Gaithersburg | Excel 2003 | Applications | Business Applications | Performance | True | DunhamAv |  | Avinash Dunham | 2012-02-17 09:13:31 | 00:00:00 |  |  | 1-2 Users Affected | Avinash Dunham | False | 0 | Solved (Permanently) | Successfully removed office validation tool which was slowing down the application. | Avinash Dunham
2012-02-17 09:12:17 | 2012-02-17 09:17:26 | INC0019022 | 5 - Medium | Service Request | Resolved |  | AD Password reset | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | True | SuttonJo |  | [NAME] | 2012-02-17 09:17:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-17-12 I have reset the customers password. The customer is now able to logon. | [NAME]
2012-02-17 09:14:57 | 2012-02-17 09:22:02 | INC0019023 | 5 - Medium | Incident | Resolved |  | Outlook crashes | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Fault/Error | True | DunhamAv |  | Avinash Dunham | 2012-02-17 09:21:30 | 00:00:00 |  |  | 1-2 Users Affected | Avinash Dunham | False | 0 | Solved (Permanently) | Cleared outlook caches, and removed windows search which seemed to be slowing down outlook, once that was gone, outlook seemed to open automatically and new mail would load. | Avinash Dunham
2012-02-17 09:17:05 | 2012-02-17 09:18:52 | INC0019025 | 5 - Medium | Service Request | Resolved |  | gridguard reset | [NAME] | Service Desk | OnTheGo | Account Admin | Reset | Position | True | [NAME] |  | [NAME] | 2012-02-17 09:18:52 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I told [NAME] that she will not be able to access OnTheGo without Internet access, and told her how to access it once she has Internet access again. She also asked for her gridguard to be reset, so I did that as well._x000D_ | [NAME]
2012-02-17 09:17:24 |  | INC0019026 | 5 - Medium | Incident | In Progress |  | Error opening documents -Jane Hitchmough | [NAME] | Deskside - PA | Laptop | Applications | Business Applications | Access | True | PrioloJ |  | [NAME] | 2012-02-17 10:11:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-17 09:17:59 | 2012-02-20 09:27:04 | INC0019027 | 5 - Medium | Service Request | Resolved |  | Load CD-RI-MEDI7814-1027_Hub_Config_File | [NAME] | CZ - Clinical & Regulatory - Support | Sharepoint (Prod) | Applications | Business Applications | Configuration | True | AmalrajJ |  | [NAME] | 2012-02-17 09:38:25 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The study CD-RI-MEDI7814-1027 Hub configuration Version2.0 has been completed | [NAME]
2012-02-17 09:18:06 | 2012-02-17 09:21:03 | INC0019028 | 5 - Medium | Service Request | Resolved |  | Phone Issue | [NAME] | Deskside - Gaithersburg | CI Not Found | Telephony | [NAME] | Configuration | True | SuttonJo |  | [NAME] | 2012-02-17 09:21:03 | 00:00:00 |  | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-17-12 The customer has been issued with a new phone cord. | [NAME]
2012-02-17 09:19:54 |  | INC0019029 | 5 - Medium | Service Request | In Progress |  | Access to "Medical Meetings" Inbox | [NAME] | Accounts Administration | Outlook 2003 | Account Admin | New | Mailbox | True | LynnH |  | [NAME] | 2012-02-17 09:26:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 09:21:32 | 2012-02-17 09:28:14 | INC0019031 | 5 - Medium | Service Request | Resolved |  | Issues with my keyboard | Naemeh Pourshafie | Deskside - Gaithersburg | Keyboard | Hardware | Peripheral | Request/Replace | True | SuttonJo |  | [NAME] | 2012-02-17 09:28:14 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-17-12 Docking station has been replaced. The printers have also been re-mapped. | [NAME]
2012-02-17 09:22:38 | 2012-02-17 09:27:25 | INC0019034 | 5 - Medium | Incident | Resolved |  | Wireless setup and install endnote | [NAME] | Deskside - Gaithersburg | Wireless | Applications | Business Applications | Access | True | DunhamAv |  | Avinash Dunham | 2012-02-17 09:26:34 | 00:00:00 |  |  | 1-2 Users Affected | Avinash Dunham | False | 0 | Solved (Permanently) | Successfully installed endnnote and set up the users wireless access to medi networks. | Avinash Dunham
2012-02-17 09:28:08 |  | INC0019036 | 5 - Medium | Incident | Assigned |  | Cannot save to "I" drive | [NAME] | SAN Storage Support | AD (Active Directory) Account | Account Admin | General | Performance | True | LeebP |  | [NAME] | 2012-02-17 09:44:38 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 09:30:18 | 2012-02-17 11:22:44 | INC0019038 | 5 - Medium | Service Request | In Progress |  | Phone extension question | Amanda Forst | Deskside - Gaithersburg | [NAME] | Telephony | [NAME] | Request For Information | True | BakerC |  | [NAME] | 2012-02-22 19:14:14 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 4 | Solved (Permanently) | [NAME] will call back if her phone isn't displaying correctly. | [NAME]
2012-02-17 09:30:29 | 2012-02-17 09:59:40 | INC0019039 | 5 - Medium | Service Request | Resolved |  | New Hire - Please setup computer for new hire, started on 2/13/12 | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Hardware | Computer | Request/Replace | True | JamisonB |  | [NAME] | 2012-02-17 09:32:01 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | setup last week. provided assistance to user this morning to help him get logged in and setup. | [NAME]
2012-02-17 09:35:46 |  | INC0019046 | 5 - Medium | Incident | Assigned |  | [NAME] network is disconnected every 4-5 minutes | [NAME] | Network Level 2 | Wireless (Prod) | Network/Connectivity | Wireless | Fault/Error | True | DarU |  | [NAME] | 2012-02-17 09:36:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 09:35:56 |  | INC0019047 | 5 - Medium | Incident | Pending | Pending Customer | eLMS won't Let her complete [NAME] | [NAME] | CZ - Enterprise Application - Support | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Access | True | KannanP |  | [NAME] | 2012-02-17 09:40:32 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-17 09:37:26 | 2012-02-17 11:02:37 | INC0019048 | 5 - Medium | Service Request | Resolved |  | Extend users Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | KellyPa |  | [NAME] | 2012-02-17 10:46:12 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Extended account and manager notified via email | [NAME]
2012-02-17 09:40:00 |  | INC0019050 | 5 - Medium | Service Request | In Progress |  | trying to fax a document. | [NAME] | Accounts Administration | Fax | Hardware | Peripheral | Request For Information | True | DunhamAv |  |  | 2012-02-22 14:24:40 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-17 09:44:27 | 2012-02-17 12:41:28 | INC0019057 | 5 - Medium | Service Request | Resolved |  | Extend Users Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-17 10:44:52 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Extended for ninety days. | [NAME]
2012-02-17 09:44:30 | 2012-02-17 10:01:41 | INC0019058 | 5 - Medium | Service Request | Resolved |  | Network Password Reset for Trang Yassara | Trang Yassara | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | True | HeathC |  | [NAME] | 2012-02-17 09:52:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I emailed [NAME] with [NAME]'s new password. | [NAME]
2012-02-17 09:45:45 |  | INC0019060 | 5 - Medium | Service Request | Assigned |  | Request for more drive space | [NAME] | SAN Storage Support | Ad Promo (Prod) | Account Admin | Modify | Share | True | LeebP |  | [NAME] | 2012-02-17 09:52:45 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 09:47:46 | 2012-02-17 10:00:46 | INC0019062 | 5 - Medium | Incident | Resolved |  | OnTheGo Access | [NAME] | Service Desk | OnTheGo | Applications | Business Applications | Access | True | [NAME] |  | [NAME] | 2012-02-17 09:49:08 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Gave him the address to OnTheGo and instructed him to try when he gets home to access. | [NAME]
2012-02-17 09:47:48 |  | INC0019063 | 5 - Medium | Service Request | Pending | Assigned External | Office 2010 Install | [NAME] | Service Desk | CI Not Found | Applications | COTS | Software Install | True | BrockmanP | Approval From Krish | [NAME] |  | 00:00:00 |  | Office 2010 Suite | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 09:47:54 | 2012-02-17 10:05:15 | INC0019064 | 5 - Medium | Service Request | Resolved |  | Extend Users Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | [NAME] |  | Rankit Thakkar | 2012-02-17 09:49:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account Extended till May 16, 2012 | Rankit Thakkar
2012-02-17 09:48:07 | 2012-02-17 10:28:04 | INC0019066 | 5 - Medium | Incident | Resolved |  | user is moving he needs his phone and phone number needs to be moved | [NAME] | Deskside - Gaithersburg | Sharepoint (Prod) | Applications | Business Applications | Access | True | GeorgeMa |  | [NAME] | 2012-02-17 10:05:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Informed user to use the same phone while moving to other office | [NAME]
2012-02-17 09:49:30 | 2012-02-17 09:53:51 | INC0019070 | 5 - Medium | Incident | Resolved |  | Error message when opening [NAME] | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | True | HeathC |  | [NAME] | 2012-02-17 09:53:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk |  | [NAME]
2012-02-17 09:49:36 | 2012-02-17 09:56:56 | INC0019071 | 5 - Medium | Service Request | Resolved |  | Account Expired | Helene Dubreuil | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Access | True | StallingsT |  | [NAME] | 2012-02-17 09:55:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Gave user email to Account admin so that her manger can email the approval. | [NAME]
2012-02-17 09:50:18 | 2012-02-21 10:05:19 | INC0019072 | 5 - Medium | Service Request | Resolved |  | Password cant get into computer. | Amanda Forst |  | AD (Active Directory) Account | Account Admin | Modify | Account | True | TorrenceA |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reset password and emailed [NAME] manager | [NAME]
2012-02-17 09:50:45 |  | INC0019073 | 5 - Medium | Service Request | Pending | Pending Customer | Off Board [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-17 09:52:25 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 09:51:51 | 2012-02-17 09:58:38 | INC0019074 | 5 - Medium | Incident | Resolved |  | Cannot Connect to Outlook | [NAME] | Service Desk | Outlook 2003 | Applications | COTS | Access | True | [NAME] |  | [NAME] | 2012-02-17 09:57:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Had to reconnect her to her e-mail box. This was completed. | [NAME]
2012-02-17 09:52:50 |  | INC0019075 | 5 - Medium | Service Request | Transferred | Pending Customer | Off Board [NAME] | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | RobinsonJoe |  |  | 2012-02-23 09:02:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-17 09:53:14 |  | INC0019077 | 5 - Medium | Service Request | Assigned |  | Request for more space on drive | [NAME] | SAN Storage Support | AD (Active Directory) Account | Account Admin | Modify | Share | True | LeebP |  | [NAME] | 2012-02-17 09:54:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 09:55:28 |  | INC0019079 | 5 - Medium | Service Request | In Progress | Pending Customer | request to install European Pharmacopoeia | Anil Kumar [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Install/Remove | True | Medakavadia |  | [NAME] | 2012-02-17 10:19:20 | 00:00:00 |  | European Pharmacopoeia | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 09:56:55 | 2012-02-21 12:37:33 | INC0019082 | 5 - Medium | Service Request | Resolved |  | Off Board [NAME] | [NAME] | IMAC Coordinator | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | HerronG |  | [NAME] | 2012-02-21 11:40:36 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | GH, picked up computer and supplies._x000D_ T400_x000D_ GT - 3624501_x000D_ S/N - MDL3-APM8B | [NAME]
2012-02-17 09:57:39 |  | INC0019083 | 5 - Medium | Service Request | In Progress | Pending Customer | User it moving needs phone and desktop moved | [NAME] | Deskside - Gaithersburg | CI Not Found | Account Admin | Modify | Access | True | GeorgeMa |  | [NAME] | 2012-02-17 10:04:56 | 00:00:00 |  | move | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 09:58:19 | 2012-02-17 10:02:18 | INC0019084 | 5 - Medium | Service Request | Resolved |  | MS Office 2010 | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Install/Remove | True | SuttonJo |  | [NAME] | 2012-02-17 10:02:18 | 00:00:00 |  | MS Office 2010 Suite | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-17-12 Office 2010 has been installed. | [NAME]
2012-02-17 09:59:11 | 2012-02-17 12:43:59 | INC0019085 | 5 - Medium | Service Request | Resolved |  | Unable to login to Mi-Mosaic | [NAME] | CZ - Commercial - Support | [NAME] (Online) | Applications | Mobile Applications | [NAME] | True | DawafL |  | [NAME] | 2012-02-17 10:03:49 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reset password by instructing rep to login.salesforce.com in [NAME] on their iPad and selecting 'Forgot your password?'_x000D_ Once they logged in successfully, directed rep to [NAME] menu button to create a shortcut of [NAME] on the iPad home screeen | [NAME]
2012-02-17 10:02:25 | 2012-02-17 10:08:09 | INC0019086 | 5 - Medium | Service Request | Resolved |  | [NAME] | [NAME] | Deskside - Gaithersburg | Blackberry | Hardware | Mobile Device | How To | True | SuttonJo |  | [NAME] | 2012-02-17 10:08:09 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-17-12 I have issued the customer with a replacement charger. | [NAME]
2012-02-17 10:04:27 | 2012-02-17 10:12:01 | INC0019087 | 5 - Medium | Service Request | Resolved |  | Create site maintenance page for MediZone within .NET server | [NAME] |  | VMGB214 | Applications | COTS | New Request | True | GovindasamyR |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Site maintenance page created and hosted as requested._x000D_ _x000D_ Server ip - 10.10.100.214_x000D_ Host URL name given - 'home' and 'home.medimmune.com' | [NAME]
2012-02-17 10:07:40 | 2012-02-17 11:14:02 | INC0019090 | 4 - High | Incident | Resolved | Pending Customer | md1as317 down | [NAME] | Service Desk | MD1AS317 | Server/Data Center | Database/System | Outage | True | KrittJ |  | [NAME] | 2012-02-17 10:09:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I contacted Dominic and he informed me the server is up but oracle is down. This is a scheduled maintenance issue. | [NAME]
2012-02-17 10:09:54 | 2012-02-17 14:32:21 | INC0019091 | 5 - Medium | Service Request | Resolved |  | Account Extension from Trang Yassara | Trang Yassara | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | [NAME] |  | Rankit Thakkar | 2012-02-17 12:43:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account Extended till May 16, 2012 | Rankit Thakkar
2012-02-17 10:11:14 | 2012-02-21 07:25:14 | INC0019094 | 5 - Medium | Service Request | Resolved |  | Account Expired | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | StilesH |  | [NAME] | 2012-02-17 10:28:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Extended 90 days. | [NAME]
2012-02-17 10:11:33 | 2012-02-17 10:21:54 | INC0019095 | 5 - Medium | Service Request | Resolved |  | Break Fix Upgrade | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Computer | Request/Replace | True | SuttonJo |  | [NAME] | 2012-02-17 10:21:54 | 00:00:00 |  | Break/Fix | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-17-12 Due to age of the machine it has been upgraded. The software has been installed and the new machine has been returned to the customer. | [NAME]
2012-02-17 10:12:29 | 2012-02-17 10:43:02 | INC0019096 | 5 - Medium | Service Request | Resolved |  | wants to use wireless when docked | [NAME] | Service Desk | Wireless | Network | Wireless | Access Request | True | KrittJ |  | [NAME] | 2012-02-17 10:43:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I enabled wireless on his dock at work, he will call back if he is still unable to use wireless when he's at home | [NAME]
2012-02-17 10:12:49 | 2012-02-17 12:43:32 | [NAME] | 5 - Medium | Service Request | Resolved |  | Needs her Network Account extended | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | StilesH |  | [NAME] | 2012-02-17 10:51:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Extended account ninety days | [NAME]
2012-02-17 10:13:32 | 2012-02-17 10:16:32 | INC0019098 | 5 - Medium | Incident | Resolved |  | When she emails in outlook the reply email font is very small. | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | True | TorrenceA |  | [NAME] | 2012-02-17 10:16:32 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | User relized she was zooming in in outlook | [NAME]
2012-02-17 10:15:50 | 2012-02-17 11:35:11 | INC0019099 | 5 - Medium | Service Request | Resolved |  | e-mail file to large | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | How To | True | [NAME] |  | [NAME] | 2012-02-17 10:25:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Talked to [NAME]. We moved her file to a network location where she moved it to a secure folder. | [NAME]
2012-02-17 10:20:13 | 2012-02-17 10:22:07 | INC0019102 | 5 - Medium | Service Request | Resolved |  | Reset grid guard | [NAME] | Service Desk | OnTheGo | Applications | Business Applications | [NAME] | True | NaikJ |  | [NAME] | 2012-02-17 10:22:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Reset users grid guard. confrimed that it prompted him to re-register. | [NAME]
2012-02-17 10:22:31 | 2012-02-17 10:55:18 | INC0019104 | 5 - Medium | Service Request | Resolved |  | [NAME] | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Install/Remove | True | SuttonJo |  | [NAME] | 2012-02-17 10:41:46 | 00:00:00 |  | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-17-12 Adobe Standard 9 has been un-installed. [NAME] has also been installed and tested. | [NAME]
2012-02-17 10:27:02 | 2012-02-17 10:39:05 | INC0019106 | 5 - Medium | Service Request | Resolved |  | Reinstate, [NAME], HR  Weekly report 2/14, Eff Date: 2/10/12 - (7950) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | KellyPa |  | [NAME] | 2012-02-17 10:39:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Updated account and emailed manager. | [NAME]
2012-02-17 10:29:43 | 2012-02-17 13:14:54 | INC0019107 | 5 - Medium | Incident | Resolved |  | There is not sound on users laptop | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Performance | True | DykstraC |  | Case Dykstra | 2012-02-17 10:55:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | cd-installed system interface driver and tested. | Case Dykstra
2012-02-17 10:31:35 | 2012-02-22 10:36:20 | INC0019109 | 5 - Medium | Service Request | Resolved |  | [NAME] printer driver | [NAME] | Deskside - Frederick | Printer | Hardware | Peripheral | Configuration | True | BosherB |  | [NAME] | 2012-02-17 10:46:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | printer drivers were installed on users system | [NAME]
2012-02-17 10:32:08 |  | INC0019110 | 5 - Medium | Service Request | Assigned |  | Request to reactivate account | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Access | True | [NAME] |  | [NAME] | 2012-02-17 10:49:11 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 10:41:49 | 2012-02-17 10:57:44 | INC0019112 | 5 - Medium | Service Request | Resolved |  | [NAME] 9 | Sun Park | Deskside - Gaithersburg | CI Not Found | Applications | COTS | Install/Remove | True | SuttonJo |  | [NAME] | 2012-02-17 10:51:51 | 00:00:00 |  | [NAME] 9 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-17-12 Adobe Acrobat Standard 9 has been installed and tested. | [NAME]
2012-02-17 10:41:56 |  | INC0019113 | 5 - Medium | Service Request | Pending | Pending Customer | User requesting rights to run reports in Insight | [NAME] | CZ - G&A - Support | Insight | Account Admin | Modify | Group | True | MuraleedharanH |  | [NAME] | 2012-02-17 10:48:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-17 10:45:39 | 2012-02-21 14:27:24 | INC0019114 | 5 - Medium | Service Request | Resolved |  | Need account with sudo access to all open systems for new Open Systems Architect | [NAME] | Unix Server Support | USCT1ASP002 | Account Admin | New | Account | True | Arndt-KohlwayC |  | [NAME] | 2012-02-21 14:18:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Added mckeit to availoble servers | [NAME]
2012-02-17 10:55:57 | 2012-02-17 11:06:52 | INC0019116 | 5 - Medium | Service Request | Resolved |  | User experiancing delay when opening files from the shared drive | [NAME] | Service Desk | Excel 2003 | Applications | Business Applications | Install/Remove | True | LockS |  | [NAME] | 2012-02-17 11:00:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Remoted into the user's computer and deleted the program Microsoft File Validation Add-On. | [NAME]
2012-02-17 11:01:17 | 2012-02-17 15:05:11 | INC0019119 | 5 - Medium | Service Request | Resolved |  | [NAME] will not turn on/charge anymore | [NAME] | Deskside - Frederick | CI Not Found | Hardware | Peripheral | Request/Replace | True | BosherB |  | [NAME] | 2012-02-17 11:11:26 | 00:00:00 |  | power cord | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | replaced users power supply since current one she had does not charge system. | [NAME]
2012-02-17 11:04:51 | 2012-02-17 12:44:05 | INC0019120 | 5 - Medium | Service Request | Resolved |  | Extend Users Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-17 11:07:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended account ninety days | [NAME]
2012-02-17 11:07:06 | 2012-02-17 12:44:26 | INC0019121 | 5 - Medium | Service Request | Resolved |  | Extend Users Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-17 11:08:18 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended account ninety days | [NAME]
2012-02-17 11:07:11 | 2012-02-21 11:57:21 | INC0019122 | 5 - Medium | Incident | Resolved |  | Trouble Accessing login to on the go | [NAME] | Deskside - PA | OnTheGo | Applications | Business Applications | Access | True | PrioloJ |  | [NAME] | 2012-02-21 11:57:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Deskside -PA. Ran IE7 under my "ops" credentials. Juniper installed correctly, connected succesfully. Resolved. | [NAME]
2012-02-17 11:08:21 | 2012-02-17 12:44:48 | INC0019123 | 5 - Medium | Service Request | Resolved |  | Extend User Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-17 11:09:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended account ninety days | [NAME]
2012-02-17 11:09:19 | 2012-02-17 12:45:04 | [NAME] | 5 - Medium | Service Request | Resolved |  | Extend User Account | Helene Dubreuil | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-17 11:13:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended account ninety days | [NAME]
2012-02-17 11:13:04 | 2012-02-17 12:18:24 | INC0019125 | 5 - Medium | Service Request | Resolved |  | Needs a Password Setup | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Access | True | [NAME] |  | Rankit Thakkar | 2012-02-17 11:30:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME]. | Rankit Thakkar
2012-02-17 11:13:19 | 2012-02-17 12:45:43 | INC0019126 | 5 - Medium | Service Request | Resolved |  | Extend Users Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-17 11:14:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended account ninety days | [NAME]
2012-02-17 11:15:04 | 2012-02-17 15:33:59 | INC0019127 | 5 - Medium | Service Request | Resolved |  | New Hire, [NAME], Eff Date: 2/14/12 - (1626) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-17 11:47:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Dup ticket, see INC0018237 | [NAME]
2012-02-17 11:15:39 | 2012-02-17 12:46:06 | INC0019128 | 5 - Medium | Service Request | Resolved |  | Extend Users Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-17 11:17:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended account ninety days | [NAME]
2012-02-17 11:17:21 |  | INC0019131 | 5 - Medium | Incident | Pending | Assigned External | User is unable to log into Outlook through a citrix session | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Access | True | LockS | 3037685 | [NAME] | 2012-02-21 16:18:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3
2012-02-17 11:17:56 | 2012-02-17 12:46:24 | INC0019133 | 5 - Medium | Service Request | Resolved |  | Extend Users Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-17 11:18:38 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended account ninety days | [NAME]
2012-02-17 11:18:46 | 2012-02-17 12:47:01 | INC0019134 | 5 - Medium | Service Request | Resolved |  | Extend User's Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-17 11:19:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended account ninety days | [NAME]
2012-02-17 11:20:02 | 2012-02-17 12:47:17 | INC0019135 | 5 - Medium | Service Request | Resolved |  | Extend User Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-17 11:20:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended account ninety days | [NAME]
2012-02-17 11:20:52 | 2012-02-17 12:47:35 | INC0019136 | 5 - Medium | Service Request | Resolved |  | Extend User Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-17 11:21:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended account ninety days | [NAME]
2012-02-17 11:21:37 | 2012-02-17 12:49:43 | INC0019137 | 5 - Medium | Service Request | Resolved |  | Extend User Account | Janice Pierce | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-17 11:22:15 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended account ninety days | [NAME]
2012-02-17 11:22:19 | 2012-02-17 12:50:10 | INC0019139 | 5 - Medium | Service Request | Resolved |  | Extend Users Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-17 11:23:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended account ninety days | [NAME]
2012-02-17 11:23:27 | 2012-02-17 12:50:31 | [NAME] | 5 - Medium | Service Request | Resolved |  | Extend User's Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-17 11:24:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended account ninety days | [NAME]
2012-02-17 11:24:31 | 2012-02-17 11:39:43 | INC0019142 | 5 - Medium | Service Request | Resolved |  | Extend User's Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | [NAME] |  | Rankit Thakkar | 2012-02-17 11:25:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account Extended till May 16, 2012 | Rankit Thakkar
2012-02-17 11:25:24 | 2012-02-17 11:37:08 | INC0019143 | 5 - Medium | Service Request | Resolved |  | Extend Users Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | [NAME] |  | Rankit Thakkar | 2012-02-17 11:26:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account Extended till May 16, 2012 | Rankit Thakkar
2012-02-17 11:26:10 | 2012-02-17 12:51:02 | INC0019144 | 5 - Medium | Service Request | Resolved |  | Extend User Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-17 11:28:12 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended account ninety days | [NAME]
2012-02-17 11:26:23 | 2012-02-17 11:29:25 | INC0019145 | 5 - Medium | Service Request | Resolved |  | [NAME] and [NAME] to the Webtrends site | [NAME] | CZ - Collaboration & BI - Support | MD1AS002 | Applications | COTS | New Request | True | GovindasamyR |  | [NAME] | 2012-02-17 11:28:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added user - [NAME] and [NAME] to the Webtrends site. User will be able to login with their network login id and pwd. | [NAME]
2012-02-17 11:27:09 | 2012-02-17 11:55:44 | INC0019146 | 5 - Medium | Incident | Resolved |  | Unable to log into the PCN remote tool | Rance [NAME] | Service Desk | CI Not Found | Network/Connectivity | Remote | Access | True | PerryA |  | [NAME] | 2012-02-17 11:54:53 | 00:00:00 |  | PCN Remote Desktop | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User able to log in. this is resolved. | [NAME]
2012-02-17 11:34:10 |  | INC0019147 | 5 - Medium | Service Request | Assigned |  | OnBoarding Form (Arun Bondal)- 2/12/12 | [NAME] | Accounts Administration | CI Not Found | Account Admin | Provisioning | New Hire (On-Boarding) | True | rheringhaus |  | [NAME] | 2012-02-17 11:41:27 | 00:00:00 |  | onboarding form | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 11:42:28 |  | INC0019149 | 5 - Medium | Service Request | Assigned |  | OnBoarding Form ([NAME] | [NAME] | Accounts Administration | CI Not Found | Account Admin | Provisioning | New Hire (On-Boarding) | True | TutuM |  | [NAME] | 2012-02-17 11:44:21 | 00:00:00 |  | OnBoarding Form | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 11:44:00 | 2012-02-17 14:21:04 | INC0019151 | 5 - Medium | Incident | Resolved |  | Citrix servers are down and need immediate attention | Troy Rudy | Intel Server Support | MD1VM084 | Server/Data Center | Database/System | Fault/Error | True | SeegarsP |  | [NAME] | 2012-02-17 11:50:05 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved (Permanently) | Systems rebooted. | [NAME]
2012-02-17 11:45:25 | 2012-02-22 09:12:12 | INC0019152 | 5 - Medium | Service Request | Resolved |  | OnBoarding Form ([NAME]) - 3/12/12 | [NAME] | Accounts Administration | CI Not Found | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-17 11:47:52 | 00:00:00 |  | OnBoarding Form | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account created and contact notified. Also created tickets for voice and deskside | [NAME]
2012-02-17 11:48:24 | 2012-02-21 14:46:08 | INC0019153 | 5 - Medium | Service Request | Resolved |  | OnBoarding Form ([NAME]) 2/27/12 | [NAME] | Accounts Administration | CI Not Found | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-17 11:52:34 | 00:00:00 |  | OnBoarding Form | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts created and requester notified, Additional tickets sent to other support teams for completion of setup. | [NAME]
2012-02-17 11:52:50 | 2012-02-21 14:12:28 | INC0019156 | 5 - Medium | Service Request | Resolved |  | OnBoarding Form (Onaolapo Qgunyemi)-2/27/12 | [NAME] | Accounts Administration | CI Not Found | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-17 11:55:08 | 00:00:00 |  | OnBoarding Form | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account created and requestor notified. Tickets created for other support team to complete their tasks | [NAME]
2012-02-17 11:58:13 |  | INC0019159 | 5 - Medium | Service Request | Assigned |  | OnBoarding Form (Praathibha Sripadhan) 2/27/12 | [NAME] | Accounts Administration | CI Not Found | Account Admin | Provisioning | New Hire (On-Boarding) | True | rheringhaus |  | [NAME] | 2012-02-17 12:00:19 | 00:00:00 |  | OnBoarding Form | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 12:03:25 | 2012-02-17 12:14:15 | INC0019161 | 5 - Medium | Service Request | Resolved |  | Gridguard pin reset | [NAME] | Service Desk | OnTheGo | Account Admin | Reset | Position | True | [NAME] |  | [NAME] | 2012-02-17 12:14:15 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) |  | [NAME]
2012-02-17 12:10:48 | 2012-02-17 13:33:42 | INC0019164 | 4 - High | Incident | Resolved |  | Servers MD1AS017 and MD1AS039 not responding | [NAME] | Intel Server Support | MD1AS039 | Server/Data Center | Hardware | Performance | True | SeegarsP |  | [NAME] | 2012-02-17 12:15:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Rebooted systems.  Adding a second CPU to MD1AS017 and removed network threat protection from MD1AS039 | [NAME]
2012-02-17 12:13:27 | 2012-02-17 17:20:13 | INC0019165 | 6 - Low | Incident | Resolved |  | issue: Ticket for monitoring R&D application | [NAME] | CZ - Research & Development - Support | Aperio US (Prod) | Applications | Business Applications | Performance | True | [NAME] |  | [NAME] | 2012-02-17 12:15:25 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] | [NAME]
2012-02-17 12:16:47 | 2012-02-17 12:36:17 | INC0019167 | 5 - Medium | Service Request | Resolved |  | sharing inbox | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Access Request | True | KrittJ |  | [NAME] | 2012-02-17 12:36:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I added [NAME]'s inbox to her profile by going to tools -> email accounts -> view or change existing email accounts -> next -> mircosoft exchange server -> change -> more settings -> advanced tab and added the correct mailbox, but she didn't have access to view the mailbox. _x000D_ _x000D_ I instructed her to have [NAME] right click his mailbox, click properites, permissions and asign her the correct privileges. | [NAME]
2012-02-17 12:17:58 | 2012-02-22 14:07:31 | INC0019168 | 5 - Medium | Service Request | Resolved |  | Drive Access | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Share | True | [NAME] |  | Rankit Thakkar | 2012-02-17 12:20:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME]. | Rankit Thakkar
2012-02-17 12:26:06 | 2012-02-23 07:47:09 | INC0019169 | 5 - Medium | Service Request | Resolved |  | Lenovo Laptop booted to blue screen twice, HD issues, corrupt or old files. | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Request/Replace | True | JamisonB |  | [NAME] | 2012-02-17 12:46:22 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | replaced laptop, transferred data, tested ok | [NAME]
2012-02-17 12:26:11 |  | INC0019170 | 5 - Medium | Service Request | In Progress |  | Keyboard is losing keys | [NAME] | Deskside - Gaithersburg | Keyboard | Hardware | Computer | Request/Replace | True | DunhamAv |  | Avinash Dunham | 2012-02-17 12:30:57 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 12:46:21 | 2012-02-17 14:13:37 | INC0019171 | 5 - Medium | Incident | Resolved | Assigned External | SBYMAS098 server is down | [NAME] | Intel Server Support | SBYMAS098 | Server/Data Center | Database/System | Outage | True | TchaboJ | 0 | [NAME] | 2012-02-17 13:32:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | IPSec was corrupted on the server so I had to re-register the IPSec.dll. Once that was complete I was able to start the IPSec server and it could receive an address from DHCP. | [NAME]
2012-02-17 12:50:22 | 2012-02-22 13:16:34 | INC0019173 | 5 - Medium | Incident | Resolved | Pending Customer | [NAME] network | [NAME] | Service Desk | Wireless (Prod) | Network/Connectivity | Wireless | Performance | True | YeY |  | [NAME] | 2012-02-17 12:54:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | resolved per user | [NAME]
2012-02-17 12:53:31 | 2012-02-17 13:00:11 | INC0019175 | 5 - Medium | Incident | Resolved |  | Laptop has been in 'preparing to shut down' mode for over 15 minutes. | [NAME] | Service Desk | CI Not Found | Hardware | Computer | Performance | True | [NAME] |  | [NAME] | 2012-02-17 13:00:11 | 00:00:00 |  | computer frozen | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) |  | [NAME]
2012-02-17 12:55:33 |  | INC0019176 | 5 - Medium | Service Request | In Progress |  | [NAME] old computer | Mustika Tanojo | Deskside - Frederick | Desktop | Hardware | Computer | Request/Replace | True | BosherB |  | [NAME] | 2012-02-17 12:59:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 12:56:52 | 2012-02-17 14:00:18 | INC0019178 | 5 - Medium | Service Request | Resolved |  | Add [NAME] to ServiceNow in the Desktop Engineers group | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | True | TansindaC |  | [NAME] | 2012-02-17 12:58:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] has been added to the Desk side Engineers group as requested | [NAME]
2012-02-17 13:09:37 | 2012-02-17 13:27:04 | INC0019183 | 5 - Medium | Service Request | Resolved |  | missing serial number for softmax pro | [NAME] | Service Desk | Laptop | Applications | Business Applications | s_Business Applications_Request For [NAME] | True | [NAME] |  | [NAME] | 2012-02-17 13:14:29 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Gave user the key since there were no restrictions on it in the folder and he was able to access the program. | [NAME]
2012-02-17 13:16:59 | 2012-02-17 13:27:39 | INC0019184 | 5 - Medium | Service Request | Resolved |  | ig nore the test onboarding form | [NAME] | Service Desk | AD (Active Directory) Account | Other | Other | Other | True | WoodsV |  | [NAME] | 2012-02-17 13:27:39 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | called to say he submitted a Test Onboarding Form and to ignore it | [NAME]
2012-02-17 14:00:17 | 2012-02-21 16:34:56 | INC0019192 | 5 - Medium | Service Request | Resolved | Pending Customer | Phone number | [NAME] | IMAC Coordinator | CI Not Found | Telephony | Line/Circuit | Request/Replace | True | HerronG |  | [NAME] | 2012-02-21 07:59:11 | 00:00:00 |  | Phone Number | 1-2 Users Affected | [NAME] | False | 4 | Solved (Permanently) | GH reprogrammed user's phone, called to inform. All is well. | [NAME]
2012-02-17 14:23:07 | 2012-02-17 15:08:53 | INC0019198 | 5 - Medium | Service Request | Resolved |  | Temporarily move Sapphire Test accounts from [NAME] to USR OU for purpose of tes | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | KellyPa |  | [NAME] | 2012-02-17 14:50:40 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Moved accounts as requested and provided Dennis with the status. The accounts are schedulded to be moved back to the TST OU on March 19th | [NAME]
2012-02-17 14:57:07 | 2012-02-21 16:37:05 | INC0019206 | 5 - Medium | Service Request | Resolved | Pending Customer | Please install [NAME] and Project Standard on my new laptop - MDR8-WZ0AT | [NAME] | Service Desk | [NAME] 2003 | Applications | COTS | Install/Remove | True | LuccaM |  | [NAME] | 2012-02-17 14:58:44 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | was able to complete this request for EU succesfully | [NAME]
2012-02-17 15:00:08 |  | INC0019208 | 5 - Medium | Service Request | Assigned |  | Can a soft phone be installed on my laptop? | [NAME] | Voice | [NAME] | Telephony | [NAME] | Request For Information | True | BakerC |  | Christine [NAME] | 2012-02-17 15:42:13 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-17 15:00:32 | 2012-02-21 13:30:57 | INC0019211 | 5 - Medium | Service Request | Resolved |  | install office 2003, ms project | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Software Install | True | SuttonJo |  | [NAME] | 2012-02-17 15:28:14 | 00:00:00 |  | software | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-21-12 Customer is not sure if he would like to have the software installed. I will follow up with him next week to see if he has made a decision. | [NAME]
2012-02-17 15:01:02 |  | INC0019212 | 5 - Medium | Service Request | Pending | Pending Customer | Username Last Name Changed | Supreet Pannu | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | PannuS |  | [NAME] | 2012-02-17 15:02:15 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 15:01:31 | 2012-02-17 15:04:14 | INC0019213 | 5 - Medium | Service Request | Resolved |  | AD account extention | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Account | True | HallW |  | [NAME] | 2012-02-17 15:04:14 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | extended users AD account for 90 days. | [NAME]
2012-02-17 15:02:50 |  | INC0019214 | 5 - Medium | Incident | Pending | Pending Customer | [NAME] for MARS | [NAME] | CZ - G&A - Support | MARS (Prod) | Account Admin | General | Access | True | MuraleedharanH |  | Amit Sahoo | 2012-02-17 15:04:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 15:04:43 |  | INC0019216 | 5 - Medium | Incident | Pending | Pending Customer | Using Trackwise and receiving an error message | [NAME] | CZ - Enterprise Application - Support | TrackWise - QIMS (DVCS/MPCRS) (Prod) | Applications | Business Applications | Performance | True | HightowerS |  | [NAME] | 2012-02-20 10:35:30 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 1
2012-02-17 15:05:35 | 2012-02-23 09:36:00 | INC0019218 | 5 - Medium | Incident | Resolved |  | [NAME] is able to log into Service Now | [NAME] | ServiceNow [NAME] | Other | ServiceNow | Incident | Access | True | TansindaC |  | [NAME] | 2012-02-17 15:15:29 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] was added to the Command Center resolver group as requested | [NAME]
2012-02-17 15:08:45 |  | INC0019222 | 5 - Medium | Incident | Assigned |  | multiple empty folders on a network drive. | Eva-Karin Filliben | SAN Storage Support | CI Not Found | Server/Data Center | Database/System | Fault/Error | True | rheringhaus |  |  | 2012-02-17 17:50:53 | 00:00:00 |  | medimmune.com\dfs | 1-2 Users Affected | [NAME] | False | 3
2012-02-17 15:09:18 | 2012-02-17 15:14:11 | INC0019223 | 5 - Medium | Service Request | Resolved |  | Cannot log into eLMS | [NAME] | Service Desk | Elements | Applications | Business Applications | How To | True | StallingsT |  | [NAME] | 2012-02-17 15:14:11 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Advised user to use network credentials. _x000D_ | [NAME]
2012-02-17 15:14:07 |  | INC0019225 | 5 - Medium | Service Request | Pending | Pending Customer | Overtime Hours | [NAME] | CZ - G&A - Support | Insight | Applications | Business Applications | Configuration | True | MuraleedharanH |  | Amit Sahoo | 2012-02-17 15:14:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 15:15:05 | 2012-02-22 16:49:04 | INC0019226 | 5 - Medium | Incident | Resolved |  | RLIMS and DLIMS production servers errors. | [NAME] | Intel Server Support | RLIMS (Prod) | Server/Data Center | Database/System | Fault/Error | True | HershkowitzJ |  | [NAME] | 2012-02-17 15:17:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | All servers have been migrated to the new AV profile. IF they are still on SAV (NOT SEP), these rules do not apply - however, any servers communicating to the Medi supported SEP environment should now be good. | [NAME]
2012-02-17 15:15:06 | 2012-02-21 07:54:11 | INC0019227 | 5 - Medium | Service Request | Resolved | Assigned External | Password Reset Unix Server | [NAME] | Unix Server Support | MD1AS332 | Server/Data Center | Database/System | Access Request | True | Arndt-KohlwayC | 3027872 |  | 2012-02-17 16:20:18 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Referred to IBM support which reset password. | [NAME]
2012-02-17 15:16:00 | 2012-02-23 08:28:33 | [NAME] | 5 - Medium | Service Request | Resolved |  | Install request - Continuity V 6.24 | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Install/Remove | True | KeyserM |  | [NAME] | 2012-02-17 15:41:45 | 00:00:00 |  | Continuity V 6.24 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed continuity V 6.24 and works fine. | [NAME]
2012-02-17 15:16:31 | 2012-02-20 22:22:01 | INC0019229 | 5 - Medium | Service Request | Resolved |  | CIO Sharepoint | [NAME] | CZ - Collaboration & BI - Support | Sharepoint (Prod) | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | GovindasamyR |  | [NAME] | 2012-02-17 15:17:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | New site to share documents has been created as requested._x000D_ _x000D_ http://sharepointportal/Departments/InformationTechnology/ITCIO/default.aspx | [NAME]
2012-02-17 15:17:54 | 2012-02-22 13:56:51 | INC0019230 | 5 - Medium | Service Request | Resolved | Pending Customer | shared drive H: access is deninied | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Access | True | [NAME] |  | Rankit Thakkar | 2012-02-17 15:26:58 | 00:00:00 |  | homedrive | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Issue Resolved. | Rankit Thakkar
2012-02-17 15:22:58 | 2012-02-17 17:18:20 | INC0019235 | 5 - Medium | Service Request | Resolved | Pending Customer | server login | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Access | True | TchaboJ |  |  | 2012-02-21 11:06:25 | 00:00:00 |  | server: DBVHMXQI | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | [NAME] OPS account (ops_yangt) access to this server.  It is the PEPCO metering server. | Thuan Tran
2012-02-17 15:27:23 |  | INC0019238 | 5 - Medium | Service Request | Pending | Pending Customer | online scheduling calendar for instrument use | [NAME] | CZ - Collaboration & BI - Support | Sharepoint (Prod) | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | GovindasamyR |  | [NAME] | 2012-02-17 15:28:41 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 15:28:58 | 2012-02-17 15:30:54 | INC0019239 | 5 - Medium | Service Request | Resolved |  | Microsoft File Validation Add-on Reinstalled | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Install/Remove | True | YeY |  | [NAME] | 2012-02-17 15:30:53 | 00:00:00 |  | Microsoft File Validation | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Remoted into the user's computer and removed the program, which fixed the issue._x000D_ | [NAME]
2012-02-17 15:31:07 | 2012-02-22 16:22:27 | INC0019240 | 5 - Medium | Service Request | Resolved |  | New employee / multiple issues | Anand Venkata | Service Desk | [NAME] 2003 | Applications | Business Applications | Install/Remove | True | [NAME] |  | [NAME] | 2012-02-17 15:34:13 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Not Solved (3 Strike) | marking the issue resolved for lack of response | [NAME]
2012-02-17 15:35:16 |  | INC0019242 | 5 - Medium | Service Request | In Progress |  | # All MedImmune IS | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | True | MoxleyK |  | [NAME] | 2012-02-17 15:37:18 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 15:35:18 |  | INC0019243 | 5 - Medium | Service Request | In Progress |  | New Hire - Please setup computer for new hire - [NAME] | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Hardware | Computer | Configuration | True | McBrydeE |  | Case Dykstra | 2012-02-17 15:37:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 15:38:32 |  | INC0019246 | 5 - Medium | Service Request | In Progress |  | Please setup voice for [NAME] hire 2/14/12 | [NAME] | IMAC Coordinator | AD (Active Directory) Account | Telephony | [NAME] | Configuration | True | GeorgeMa |  |  | 2012-02-22 15:11:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 5
2012-02-17 15:41:51 | 2012-02-17 15:44:48 | INC0019249 | 5 - Medium | Service Request | Resolved |  | [NAME] name | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Distribution List | True | TorrenceA |  | [NAME] | 2012-02-17 15:44:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Imported ticket from BCP | [NAME]
2012-02-17 15:42:28 | 2012-02-17 15:46:06 | INC0019250 | 5 - Medium | Incident | Resolved |  | batteyr replacement | [NAME] | Deskside - Gaithersburg | Battery | Hardware | Peripheral | Fault/Error | True | DunhamAv |  | Avinash Dunham | 2012-02-17 15:45:16 | 00:00:00 |  |  | 1-2 Users Affected | Avinash Dunham | False | 0 | Solved (Permanently) | Replaced users battery with a new one, and double checked outlook online connection to make sure it was working. | Avinash Dunham
2012-02-17 15:43:03 |  | INC0019251 | 5 - Medium | Service Request | In Progress |  | Please provide the New Account Admin a second monitor | [NAME] | Deskside - Gaithersburg | Desktop | Hardware | Peripheral | Request/Replace | True | [NAME] |  | [NAME] | 2012-02-17 15:47:41 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 15:44:59 | 2012-02-17 15:47:10 | INC0019253 | 5 - Medium | Service Request | Resolved |  | Excel 2007 | [NAME] | Deskside - Gaithersburg | Excel 2007 | Applications | COTS | Install/Remove | True | SuttonJo |  | [NAME] | 2012-02-17 15:47:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-17-12 Excel 2007 has been installed. | [NAME]
2012-02-17 15:45:05 | 2012-02-17 16:01:09 | INC0019254 | 5 - Medium | Service Request | Resolved |  | User's Name is Incorrect in AD, GAL | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | PacuanL |  | [NAME] | 2012-02-17 15:46:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Changed the user's name. | [NAME]
2012-02-17 15:47:17 | 2012-02-17 15:54:48 | INC0019258 | 5 - Medium | Service Request | Resolved |  | Outlook wont launch | [NAME] | [NAME] | Outlook 2003 | Applications | Business Applications | Configuration | True | BryersA |  | [NAME] | 2012-02-17 15:54:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Re-created the users profile and ran a defrag and now the users outlook works and is running faster | [NAME]
2012-02-17 15:47:56 | 2012-02-21 16:37:37 | INC0019260 | 4 - High | Service Request | Resolved | Pending Customer | New Service Desk Employee Requires an OPS Account OPS_Gillani | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | New | Account | True | LuccaM |  | [NAME] | 2012-02-17 16:09:13 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | closing as per [NAME] other INC has been created | [NAME]
2012-02-17 15:49:08 |  | INC0019262 | 5 - Medium | Service Request | Pending | Pending Customer | Needs [NAME] pin reset | [NAME] | Voice | [NAME] | Account Admin | Reset | Password | True | RobertsTr |  | [NAME] | 2012-02-17 15:49:50 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 15:50:12 | 2012-02-22 11:31:21 | INC0019263 | 5 - Medium | Incident | Resolved |  | users is requesting new laptop | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Fault/Error | True | DykstraC |  | Case Dykstra | 2012-02-17 15:51:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | cd-chkdsked machine, updated 5300AGN driver to revision 14 from 1.5, tested | Case Dykstra
2012-02-17 15:51:21 | 2012-02-17 15:52:18 | INC0019264 | 5 - Medium | Incident | Resolved |  | Color Printer Issue | [NAME] | Service Desk | Printer | Printing | Hardware | Outage | True | SantiagoJ |  | [NAME] | 2012-02-17 15:52:18 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Ye, [NAME] (2/17/2012 2:11 PM): calledcopy center reported issue_x000D_ | [NAME]
2012-02-17 15:52:39 |  | INC0019265 | 5 - Medium | Incident | Assigned |  | Outlook issues | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Access | True | YeY |  | [NAME] | 2012-02-17 15:54:04 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 15:53:47 | 2012-02-21 16:37:54 | INC0019267 | 5 - Medium | Service Request | Resolved | Pending Customer | New Service Desk Employee Requires an OPS account OPS_ritgertd | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | New | Account | True | LuccaM |  | [NAME] | 2012-02-17 16:12:00 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | closing as per [NAME] other INC has been created | [NAME]
2012-02-17 15:54:52 | 2012-02-17 16:01:46 | INC0019269 | 5 - Medium | Service Request | Resolved |  | Blackberry activation | [NAME] | [NAME] | Blackberry | Hardware | Mobile Device | How To | True | BryersA |  | [NAME] | 2012-02-17 16:01:45 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Activated the users blackberry and now the user is all set | [NAME]
2012-02-17 15:55:53 |  | INC0019272 | 5 - Medium | Service Request | Assigned |  | AD account extention | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Account | True | YeY |  | [NAME] | 2012-02-17 15:58:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 15:58:49 | 2012-02-17 16:00:20 | INC0019273 | 5 - Medium | Service Request | Resolved |  | middle name remove from application [NAME]. | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Account | True | YeY |  | [NAME] | 2012-02-17 16:00:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Stallings, [NAME] (2/17/2012 2:15 PM): Advise caller the AD can take from 24-48 hrs to sync with all the other servers. _x000D_ | [NAME]
2012-02-17 16:00:41 | 2012-02-17 16:02:14 | INC0019275 | 5 - Medium | Service Request | Resolved |  | Image desktop pc | [NAME] | Deskside - Gaithersburg | Desktop | Other | Other | Other | True | JamisonB |  | [NAME] | 2012-02-17 16:01:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | imaged as requested | [NAME]
2012-02-17 16:01:49 | 2012-02-17 16:06:47 | INC0019277 | 5 - Medium | Service Request | Resolved |  | Adobe install request | [NAME] | [NAME] | CI Not Found | Applications | Business Applications | Install/Remove | True | BryersA |  | [NAME] | 2012-02-17 16:06:47 | 00:00:00 |  | adobe | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed adobe std for the user and now she is all set | [NAME]
2012-02-17 16:07:22 | 2012-02-17 16:08:47 | INC0019282 | 5 - Medium | Service Request | Resolved |  | Loaner computer request | [NAME] | [NAME] | Laptop | Hardware | Computer | Request/Replace | True | BryersA |  | [NAME] | 2012-02-17 16:08:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User returned the loaner computer | [NAME]
2012-02-17 16:07:56 | 2012-02-21 13:38:24 | INC0019283 | 5 - Medium | Service Request | Resolved | Pending Customer | install full version of Adobe | [NAME] | Service Desk | CI Not Found | Applications | COTS | Install/Remove | True | PusslerJ |  | [NAME] | 2012-02-17 16:12:34 | 00:00:00 |  | Application | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Referred user to obtain license from her manager. | [NAME]
2012-02-17 16:08:47 | 2012-02-17 16:16:53 | INC0019284 | 5 - Medium | Incident | Pending | Pending Customer | issue logging into ELMS | [NAME] | CZ - Enterprise Application - Support | eLMS Enterprise Elements (Dev) | Applications | Business Applications | Access | True | MullaveeduB |  | [NAME] | 2012-02-17 21:53:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | provided elms help desk sharepoint form_x000D_ user will call back if issue persists. | [NAME]
2012-02-17 16:08:51 | 2012-02-17 16:10:28 | INC0019285 | 5 - Medium | Service Request | Resolved |  | Loaner computer request | [NAME] | [NAME] | Laptop | Hardware | Computer | Request/Replace | True | BryersA |  | [NAME] | 2012-02-17 16:10:28 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Loaner computer returned | [NAME]
2012-02-17 16:09:09 |  | INC0019286 | 5 - Medium | Incident | Pending | Assigned External | MI Alert: USCT1EMV001 High Space Used (95%) for M:\PF-Restore | [NAME] | Service Desk | [NAME] | Server/Data Center | Database/System | Performance | True | LockS | 3028075 | [NAME] | 2012-02-17 16:10:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 16:09:36 | 2012-02-21 10:23:24 | INC0019287 | 5 - Medium | Service Request | Resolved |  | Caller needs a new battery for T400 | [NAME] | Deskside - Gaithersburg | Battery | Hardware | Peripheral | Request/Replace | True | JamisonB |  | [NAME] | 2012-02-17 16:18:08 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | replaced battery. user does not currently have a usb device that he needs access to. he tried to use an external usb drive previously and it prompted for admin rights. | [NAME]
2012-02-17 16:10:54 | 2012-02-22 12:31:41 | INC0019288 | 5 - Medium | Incident | Resolved | Assigned External | MI Alert: MD1AS074 High Space Used (97%) for M:\PF-Restore | [NAME] | Service Desk | MD1AS074 | Server/Data Center | Database/System | Performance | True | LockS | 3028061 | [NAME] | 2012-02-17 16:12:34 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Spoke to the IBM technician and was informed that the issue has been resolved. | [NAME]
2012-02-17 16:10:54 | 2012-02-17 16:13:05 | INC0019289 | 5 - Medium | Service Request | Resolved |  | Graphpad prisim 5 install request | [NAME] | [NAME] | CI Not Found | Applications | Business Applications | Install/Remove | True | BryersA |  | [NAME] | 2012-02-17 16:13:05 | 00:00:00 |  | [NAME] prism 5 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed the requested software for the user and now the user is all set | [NAME]
2012-02-17 16:13:09 | 2012-02-17 16:16:35 | INC0019290 | 5 - Medium | Service Request | Resolved |  | Outlook issues | [NAME] | [NAME] | Outlook 2003 | Applications | Business Applications | Configuration | True | BryersA |  | [NAME] | 2012-02-17 16:16:35 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Repaired the users outlook and the OST file and now the user is all set | [NAME]
2012-02-17 16:13:17 | 2012-02-21 11:31:46 | INC0019291 | 5 - Medium | Service Request | Resolved |  | Cannot Access H Drive | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Home Folder | True | ParkerJ |  | [NAME] | 2012-02-17 16:18:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Assigned appropriate permission. | [NAME]
2012-02-17 16:17:04 | 2012-02-17 16:18:04 | [NAME] | 5 - Medium | Service Request | Resolved |  | Loaner computer request | [NAME] | [NAME] | Laptop | Hardware | Computer | Request/Replace | True | BryersA |  | [NAME] | 2012-02-17 16:18:04 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User returned the loaner computer | [NAME]
2012-02-17 16:19:10 | 2012-02-17 16:21:34 | INC0019294 | 5 - Medium | Service Request | Resolved |  | Kimmunity issues | [NAME] | [NAME] | KIMunity (Dev) | Applications | Business Applications | Configuration | True | BryersA |  | [NAME] | 2012-02-17 16:21:34 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Ran IE as an admin then had the user log in again waited and then the files loaded had the user then open her IE as her and wait again and now all her files open it was an add-in that needed to be installed | [NAME]
2012-02-17 16:22:19 | 2012-02-17 16:25:16 | INC0019295 | 5 - Medium | Service Request | Resolved |  | Auto logon and ost issues | [NAME] | [NAME] | Windows XP | Applications | OS | Configuration | True | StallingsT |  | [NAME] | 2012-02-17 16:25:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Repaired the users OST file and ran a MS fix-it tool and now the user is all set and no more auto log on and outlook opens just fine now as well | [NAME]
2012-02-17 16:25:29 | 2012-02-17 16:29:34 | INC0019299 | 5 - Medium | Service Request | Resolved |  | User needs office 2010 and adobe reader installed onto their machine | [NAME] | [NAME] | CI Not Found | Applications | Business Applications | Install/Remove | True | BryersA |  | [NAME] | 2012-02-17 16:29:34 | 00:00:00 |  | Office 2010 | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed the requested software for the user and now they are all set | [NAME]
2012-02-17 16:29:37 | 2012-02-17 16:31:51 | [NAME] | 5 - Medium | Service Request | Resolved |  | Loaner computer request | [NAME] | [NAME] | Laptop | Hardware | Computer | Request/Replace | True | BryersA |  | [NAME] | 2012-02-17 16:31:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User returned the loaner laptop | [NAME]
2012-02-17 16:31:57 | 2012-02-17 16:38:49 | INC0019301 | 5 - Medium | Service Request | Resolved |  | User would like adobe and snag-it installed | [NAME] | [NAME] | CI Not Found | Applications | Business Applications | Install/Remove | True | BryersA |  | [NAME] | 2012-02-17 16:38:49 | 00:00:00 |  | Adobe | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed the requested software for the user and now he is all set | [NAME]
2012-02-17 16:37:30 | 2012-02-20 12:06:43 | INC0019302 | 5 - Medium | Service Request | Resolved |  | User cannot access a network drive | [NAME] | Service Desk | CI Not Found | Hardware | Computer | Configuration | True | HallW |  | [NAME] | 2012-02-20 12:06:43 | 00:00:00 |  | user cannot acces a network drive | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | remapped 2 network drives successfully. _x000D_ | [NAME]
2012-02-17 16:40:39 | 2012-02-17 16:44:41 | INC0019303 | 5 - Medium | Service Request | Resolved |  | Docking station request | [NAME] | [NAME] | [NAME] | Hardware | Peripheral | Request/Replace | True | BryersA |  | [NAME] | 2012-02-17 16:44:41 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Provided the user with a docking station and now the user is all set | [NAME]
2012-02-17 16:45:18 | 2012-02-17 17:01:05 | INC0019304 | 5 - Medium | Service Request | Resolved |  | [NAME] and excel issues | [NAME] | [NAME] | SAP BI (Dev) | Applications | Business Applications | Configuration | True | BryersA |  | [NAME] | 2012-02-17 17:01:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The sap issue is a sap problem not a local issue and i removed the file office validation tool and now the user is all set | [NAME]
2012-02-17 16:59:22 | 2012-02-17 17:02:54 | INC0019309 | 5 - Medium | Service Request | Resolved |  | Printer Remap | [NAME] | Service Desk | Printer | Hardware | Peripheral | Configuration | True | LockS |  | [NAME] | 2012-02-17 17:02:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Remoted into user's computer and remapped printer. | [NAME]
2012-02-17 17:00:25 |  | INC0019310 | 5 - Medium | Service Request | Pending | Assigned External | SAP QA workflow mailing list update  || Ticket No : INC000003028002 | [NAME] | Service Desk | CI Not Found | Account Admin | Modify | Group | True | YeY | 3028002 | [NAME] | 2012-02-17 17:01:10 | 00:00:00 |  | SAP QA | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 17:03:20 | 2012-02-21 16:23:12 | INC0019311 | 5 - Medium | Incident | Resolved |  | Calendar failure | [NAME] | Service Desk | Outlook 2003 | Applications | Business Applications | Fault/Error | True | [NAME] |  | [NAME] | 2012-02-17 17:11:22 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Placed a call to the user.  I advised that the sender should be using the send update feature and not forwarding these meetings._x000D_ | [NAME]
2012-02-17 17:03:46 | 2012-02-17 17:08:01 | INC0019312 | 5 - Medium | Service Request | Resolved |  | H: drive not working | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | Access Request | True | LockS |  | [NAME] | 2012-02-17 17:08:01 | 00:00:00 |  | Shared Drive | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Remoted in and was able to access caller's H: Drive. User was able to access caller's H: Drive. | [NAME]
2012-02-17 17:05:03 | 2012-02-17 17:28:42 | INC0019313 | 5 - Medium | Incident | Resolved |  | Error working with cells in excel | [NAME] | Service Desk | Excel 2003 | Applications | Business Applications | Fault/Error | True | PerryA |  | [NAME] | 2012-02-17 17:26:57 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Informed customer that new cells cannot be added to the pivot tables | [NAME]
2012-02-17 17:11:41 | 2012-02-17 17:20:07 | INC0019314 | 5 - Medium | Service Request | Resolved |  | [NAME] | [NAME] | Service Desk | [NAME] 2003 | Applications | Business Applications | Install/Remove | True | YeY |  | [NAME] | 2012-02-17 17:12:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | remoted in to install visio | [NAME]
2012-02-17 17:16:28 | 2012-02-22 13:58:40 | INC0019315 | 5 - Medium | Incident | Resolved | Pending Customer | IPAD problems with password (OTG is not available via iPad) | [NAME] | Service Desk | iPad | Applications | Mobile Applications | Log In Issue | True | DawkinsG |  | [NAME] | 2012-02-17 17:43:36 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | On the Go via an iPad is not available yet | [NAME]
2012-02-17 17:17:15 |  | INC0019316 | 5 - Medium | Incident | In Progress |  | Problems with [NAME] connection on laptop | [NAME] | Deskside - Gaithersburg | Wireless | Network/Connectivity | Wireless | Access | True | DykstraC |  | Case Dykstra | 2012-02-17 17:23:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 17:20:34 |  | INC0019318 | 5 - Medium | Service Request | Pending | Pending Customer | PC Request Form - PCR11277 | [NAME] | IMAC Coordinator | Desktop | Hardware | Computer | Request/Replace | True | ReeveB |  | [NAME] | 2012-02-21 08:32:18 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-17 17:24:07 | 2012-02-17 17:49:19 | INC0019321 | 5 - Medium | Incident | Resolved |  | User unable to connect to Outlook due to: Exchange Server Error | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Outage | True | NoelA |  | [NAME] | 2012-02-17 17:48:56 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Recreated the user's outlook profile. | [NAME]
2012-02-17 17:25:47 | 2012-02-22 10:56:29 | INC0019322 | 5 - Medium | Service Request | Resolved |  | Immediate Access | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Home Folder | True | [NAME] |  | Rankit Thakkar | 2012-02-17 17:44:35 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME]. | Rankit Thakkar
2012-02-17 17:39:07 | 2012-02-22 10:56:14 | INC0019326 | 5 - Medium | Service Request | Resolved |  | Immediate Access | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Home Folder | True | [NAME] |  | Rankit Thakkar | 2012-02-17 17:44:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME]. | Rankit Thakkar
2012-02-17 17:41:32 | 2012-02-22 17:16:49 | INC0019327 | 4 - High | Service Request | Resolved | Pending Part | User cannot log into elements | [NAME] | CZ - Enterprise Application - Support | Elements | Applications | Business Applications | [NAME] | True | RajanSu |  | [NAME] | 2012-02-17 18:15:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] called to ask that we reenter the employee number for [NAME] _x000D_ I went into AD and reentered the number  _x000D_  _x000D_ I LVM to [NAME] saying his employee number has been reentered and the ticket is resolved as per [NAME] | [NAME]
2012-02-17 17:43:32 | 2012-02-17 17:55:18 | INC0019328 | 5 - Medium | Service Request | Resolved |  | Change in Temp Term Date for Indira Kottayil | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Account | True | PerryA |  | [NAME] | 2012-02-17 17:55:18 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] sent an email and called stating that Ms. [NAME]'s account has been reinstated. | [NAME]
2012-02-17 17:44:46 | 2012-02-17 17:53:18 | INC0019329 | 5 - Medium | Incident | Resolved |  | Printer problem | [NAME] | Service Desk | Printer | Printing | Hardware | Outage | True | YeY |  | [NAME] | 2012-02-17 17:50:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | emailed copy center | [NAME]
2012-02-17 17:51:58 |  | INC0019332 | 5 - Medium | Service Request | Pending | Pending Part | Insight Access Request | [NAME] | CZ - G&A - Support | Insight | Account Admin | New | Access | True | MuraleedharanH |  | Amit Sahoo | 2012-02-17 17:55:49 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 17:53:28 | 2012-02-21 08:32:24 | INC0019333 | 5 - Medium | Service Request | Resolved |  | Deactivate dsNavigator Account - Christine Cliney | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Remove | Account | True | StilesH |  |  | 2012-02-17 17:54:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Disabled 2/16/12. | [NAME]
2012-02-17 17:55:02 | 2012-02-22 12:13:05 | INC0019336 | 5 - Medium | Service Request | Resolved |  | Deactivate dsNavigator Account - ([NAME]) [NAME] | [NAME] | CZ - Clinical & Regulatory - Support | AD (Active Directory) Account | Account Admin | Remove | Account | True | AmalrajJ |  | [NAME] | 2012-02-22 11:54:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] ([NAME]) Pearson account has been deleted in both dev and production environment of dsNavigator. | [NAME]
2012-02-17 17:56:21 |  | INC0019338 | 5 - Medium | Service Request | In Progress | Pending Customer | PC Request Form - PCR11278 | Deniz Koteen | IMAC Coordinator | Laptop | Hardware | Computer | Request/Replace | True | HerronG |  | [NAME] | 2012-02-22 11:10:09 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-17 17:58:46 | 2012-02-21 12:25:08 | INC0019340 | 5 - Medium | Service Request | Resolved |  | Live Meeting Account creation | [NAME] | Service Desk | Live Meeting | Applications | Business Applications | s_Business Applications_Request For [NAME] | True | LockS |  | [NAME] | 2012-02-17 18:00:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User successfully created a LiveMeeting account. | [NAME]
2012-02-17 18:01:04 |  | INC0019342 | 5 - Medium | Service Request | Pending | Pending Customer | [NAME] | [NAME] | Intel Server Support | MD1AS039 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | TranTh |  | [NAME] | 2012-02-17 18:01:57 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 18:03:08 | 2012-02-22 09:02:37 | INC0019344 | 5 - Medium | Service Request | Resolved | Pending Part | Need help creating a folder | Can Nhan | Accounts Administration | CA3FS001 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | [NAME] |  | Rankit Thakkar | 2012-02-20 11:48:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Request Completed._x000D_ _x000D_ Renamed the Folder. | Rankit Thakkar
2012-02-17 18:08:24 | 2012-02-22 12:58:18 | [NAME] | 5 - Medium | Service Request | Resolved |  | User requesting Adobe Writer installed to her computer. | [NAME] | Service Desk | CI Not Found | Applications | COTS | Install/Remove | True | LockS |  | [NAME] | 2012-02-17 18:09:40 | 00:00:00 |  | [NAME] | 1-2 Users Affected | [NAME] | False | 0 | Not Solved (3 Strike) | Unable to reach the user. Called three times. Left three messages. | [NAME]
2012-02-17 18:09:11 | 2012-02-21 17:01:01 | INC0019348 | 5 - Medium | Service Request | Resolved | Assigned External | delta [NAME] from 2005-6 | [NAME] | Accounts Administration | MOUNTAINVIEW7 | Server/Data Center | Database/System | Access Request | True | PacuanL | ibm | [NAME] | 2012-02-20 12:40:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Gave READ permission to the user. | [NAME]
2012-02-17 18:10:37 |  | INC0019350 | 5 - Medium | Service Request | In Progress |  | On Boarding Form - OBF13204 | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Request/Replace | True | StilesH |  | Case Dykstra | 2012-02-17 18:12:34 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 18:13:00 |  | INC0019351 | 5 - Medium | Service Request | In Progress |  | On Boarding Form - OBF13205 | [NAME] | IMAC Coordinator | Laptop | Hardware | Computer | Request/Replace | True | StilesH |  | [NAME] | 2012-02-21 11:06:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-17 18:15:40 | 2012-02-22 11:19:35 | INC0019352 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13206 | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Request/Replace | True | DykstraC |  | Case Dykstra | 2012-02-17 18:16:45 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | cd-install complete_x000D_ r9kbvff_x000D_ 4890522_x000D_ x220 | Case Dykstra
2012-02-17 18:16:49 |  | INC0019353 | 5 - Medium | Service Request | Pending | Assigned External | Need password reset | [NAME] | Service Desk | SAP ECC (Prod) | Account Admin | Reset | Password | True | YeY | 3029995 | [NAME] | 2012-02-17 18:19:36 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 18:21:11 | 2012-02-21 14:11:29 | INC0019356 | 5 - Medium | Service Request | Resolved | Pending Customer | Extend accounts for [NAME] and [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | [NAME] |  | Rankit Thakkar | 2012-02-17 18:23:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account Extended till May 28, 2012_x000D_ _x000D_ Will update if user sends more information. | Rankit Thakkar
2012-02-17 18:21:17 | 2012-02-17 18:23:54 | INC0019357 | 5 - Medium | Service Request | Resolved |  | Network Password Reset | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | True | LockS |  | [NAME] | 2012-02-17 18:23:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Resolved by TJ Stallings. Reset the user's password in AD. | [NAME]
2012-02-17 18:23:38 | 2012-02-20 09:34:24 | INC0019360 | 5 - Medium | Service Request | Resolved |  | Load CD-ON-MEDI-551-1019_Hub_Config_File | [NAME] | CZ - Clinical & Regulatory - Support | eCDH (Prod) | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | AmalrajJ |  | [NAME] | 2012-02-20 08:07:40 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The study CD-ON-MEDI-551-1019 Hub configuration Version2.0 has been completed. | [NAME]
2012-02-17 18:26:13 | 2012-02-22 14:01:07 | INC0019362 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13203 -Youjin Kim | [NAME] | Accounts Administration | CI Not Found | Account Admin | New | Account | True | KellyPa |  | [NAME] | 2012-02-17 18:28:32 | 00:00:00 |  | On Boarding | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account updated and tickets sent to both deskside and voice for completion | [NAME]
2012-02-17 18:27:05 | 2012-02-21 13:16:42 | INC0019363 | 5 - Medium | Service Request | Resolved |  | Users computer has created a new profile | [NAME] | Deskside - California | Desktop | Hardware | Computer | Configuration | True | MaggioloM |  | [NAME] | 2012-02-17 18:57:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Rebooted machine to release any profile mount points and logged in as mediadmin. [NAME] and looked for [NAME]'s username. The profile (profileimagepath) was pointing to BragaA.MEDIMMUNE. I renamed the BragaA.MEDIMMUNE to BragaA.MEDIMMUNE.bak in Windows Explorer. Then I changed the data string in the registry from BragaA.MEDIMMUNE to BragaA. I rebooted the system to release any profile mount points I then instructed the customer to login to test. We were able to see her original profile and verify applications were once again working. | [NAME]
2012-02-17 18:27:11 | 2012-02-20 11:58:16 | INC0019364 | 5 - Medium | Service Request | Resolved | Assigned External | MI alert | [NAME] | Service Desk | MD1AS057 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | YeY | INC000003028529 | [NAME] | 2012-02-17 18:27:49 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | INC000003028529 | [NAME]
2012-02-17 18:36:25 | 2012-02-17 18:38:56 | [NAME] | 5 - Medium | Service Request | Resolved |  | [NAME] needs to be reset | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | True | LockS |  | [NAME] | 2012-02-17 18:38:56 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Solved by [NAME]. User's AD account unlocked due to time. | [NAME]
2012-02-17 18:38:21 | 2012-02-17 19:19:24 | INC0019370 | 5 - Medium | Service Request | Resolved |  | Insight login | Amanda Forst | Service Desk | AD (Active Directory) Account | Non IT Services related | Non IT Services Related | Phone Call | True | WoodsV |  | [NAME] | 2012-02-17 19:19:24 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | I checked AD and verified  to EU the username , email _x000D_ I walked EU through insight  login_x000D_ Company ID -MedImmune _x000D_ User ID  - Employee number_x000D_  Password -Employee number | [NAME]
2012-02-17 18:39:01 | 2012-02-22 17:17:59 | INC0019371 | 5 - Medium | Service Request | Resolved |  | user requesting install SigmaPlot | Martin Schwickart | Deskside - California | CI Not Found | Applications | Business Applications | Install/Remove | True | liceaj |  | [NAME] | 2012-02-17 19:12:37 | 00:00:00 |  | Software | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Software was installed for the user. | [NAME]
2012-02-17 18:42:20 | 2012-02-22 12:12:45 | INC0019372 | 5 - Medium | Service Request | Resolved |  | Request for Lab Camera IP address | [NAME] | Network Level 2 | CI Not Found | Network | Network Device | Request for Information | True | [NAME] |  | [NAME] | 2012-02-22 11:59:16 | 00:00:00 |  | IP Address | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | IP Address: 10.8.208.200 | [NAME]
2012-02-17 18:47:45 |  | INC0019373 | 5 - Medium | Service Request | Pending | Pending Customer | Microsoft Office Suite 2010 Installation Request | [NAME] | Service Desk | Excel 2007 | Applications | COTS | Install/Remove | True | LockS |  | [NAME] | 2012-02-17 18:50:49 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 18:56:36 | 2012-02-17 18:57:46 | INC0019376 | 5 - Medium | Service Request | Resolved |  | [NAME] name | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Distribution List | True | YeY |  | [NAME] | 2012-02-17 18:57:46 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Pacuan, Leonard (2/17/2012 1:21 PM): Spoke to [NAME]. She's the owner. Changed the DL name to DCP Migration Team._x000D_ | [NAME]
2012-02-17 18:57:29 | 2012-02-17 19:02:05 | INC0019377 | 5 - Medium | Service Request | In Progress | Pending Customer | [NAME] | [NAME] | Deskside - Gaithersburg | OnTheGo | Applications | Business Applications | [NAME] | True | GeorgeMa |  | [NAME] | 2012-02-21 16:41:01 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 3 | Solved First Call by Service Desk | Vonzella Woods: Reset the Grid Guard Pin | [NAME]
2012-02-17 18:57:50 | 2012-02-17 18:59:45 | INC0019378 | 5 - Medium | Service Request | Resolved |  | Network Account Unlocked | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | True | YeY |  | [NAME] | 2012-02-17 18:59:45 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Lock, [NAME] (2/17/2012 1:13 PM): Received a call from [NAME] requesting her Network Account be unlocked. Checked Active Directory, but saw nothing blocking her access to the Medi Network. Had the user attempt to log in again, and this time she was able to access. _x000D_ | [NAME]
2012-02-17 19:00:35 | 2012-02-17 19:01:59 | INC0019380 | 5 - Medium | Service Request | Resolved |  | user needs a [NAME] activated. | [NAME] | Deskside - California | [NAME] | Network | Wired | Access Request | True | YeY |  | [NAME] | 2012-02-17 19:01:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Licea, Jorge (2/17/2012 1:38 PM): I needed to activate the secondary port on the switch to allow the user to log into the toughbook_x000D_ | [NAME]
2012-02-17 19:02:19 |  | INC0019381 | 5 - Medium | Service Request | Pending | Assigned External | SAP ACCESS - JASON WALKER.xls | [NAME] | Service Desk | CI Not Found | Account Admin | New | Access | True | YeY | INC000003027687 | [NAME] | 2012-02-17 19:04:17 | 00:00:00 |  | sap access | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 19:03:06 | 2012-02-17 19:06:02 | INC0019382 | 5 - Medium | Service Request | Resolved |  | Adobe SVG installation request | [NAME] | Service Desk | CI Not Found | Applications | COTS | Install/Remove | True | LockS |  | Stephanie Hightower | 2012-02-17 19:06:02 | 00:00:00 |  | Adobe SVG | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | [NAME]: Remoted into user's computer and installed Adobe SVG Viewer. | [NAME]
2012-02-17 19:04:33 | 2012-02-17 19:05:43 | INC0019383 | 5 - Medium | Incident | Resolved |  | outlook is not connected. | [NAME] | Deskside - California | Outlook 2003 | Applications | Business Applications | Fault/Error | True | YeY |  | [NAME] | 2012-02-17 19:05:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Licea, Jorge (2/17/2012 2:33 PM): The user could not connect to the domain because the port was not activated._x000D_ | [NAME]
2012-02-17 19:05:59 | 2012-02-17 19:06:59 | INC0019384 | 5 - Medium | Service Request | Resolved |  | Network Password Reset | Aida Bendt | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | True | YeY |  | [NAME] | 2012-02-17 19:06:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Lock, [NAME] (2/17/2012 1:32 PM): User called back, and was unable to log into her computer with the password given. Verified that she was using the proper password, reset the AD password again, had the user restart. After the restart, the user was able to log in._x000D_ | [NAME]
2012-02-17 19:07:02 | 2012-02-17 19:10:10 | INC0019385 | 5 - Medium | Service Request | Resolved |  | Middle name remove from application Kimunity (Duplicate) | [NAME] | Service Desk | KIMunity (Prod) | Applications | Business Applications | s_Business Applications_Request For [NAME] | True | LockS |  | [NAME] | 2012-02-17 19:10:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Informed user about length of time it takes applications to synch with AD. | [NAME]
2012-02-17 19:07:25 | 2012-02-22 10:46:09 | INC0019386 | 5 - Medium | Service Request | Resolved |  | replace old computer | Mustika Tanojo | Deskside - Frederick | Laptop | Hardware | Computer | Request/Replace | True | BosherB |  | [NAME] | 2012-02-17 19:08:13 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | OQadminOS account added to system | [NAME]
2012-02-17 19:08:27 |  | INC0019387 | 5 - Medium | Service Request | Pending | Assigned External | SAP access requests | [NAME] | Service Desk | CI Not Found | Account Admin | New | Access | True | YeY | INC000003027524 | [NAME] | 2012-02-17 19:10:02 | 00:00:00 |  | sap access | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 19:11:48 | 2012-02-17 19:12:43 | INC0019388 | 5 - Medium | Incident | Resolved |  | can't get to internet explorer | [NAME] | Service Desk | Internet Explorer 7 | Applications | Business Applications | Access | True | YeY |  | [NAME] | 2012-02-17 19:12:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Kritt, Jordan (2/17/2012 1:27 PM): had her add *.meddimune.com to trusted sites_x000D_ | [NAME]
2012-02-17 19:13:22 |  | INC0019390 | 5 - Medium | Service Request | Pending | Pending Customer | acess to the client location | [NAME] | Service Desk | AD (Active Directory) Account | Server/Data Center | Database/System | Access Request | True | YeY |  | [NAME] | 2012-02-17 19:17:09 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-17 19:17:47 |  | INC0019392 | 5 - Medium | Service Request | Transferred |  | IT Support Request form - DeskPhone/Voicemail Act | [NAME] | Accounts Administration | [NAME] | Telephony | [NAME] | Configuration | True | RobertsTr |  |  | 2012-02-22 17:25:45 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 7
2012-02-17 19:20:45 | 2012-02-21 09:26:25 | INC0019393 | 5 - Medium | Service Request | Resolved |  | IT Support Request form - DeskPhone/Voicemail Act | [NAME] | IMAC Coordinator | Desktop | Hardware | Computer | Configuration | True | HerronG |  | [NAME] | 2012-02-17 19:24:38 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | GH, hooked up phone at 25a70 OMW. | [NAME]
2012-02-17 19:24:57 |  | INC0019396 | 5 - Medium | Service Request | In Progress |  | PC Request Form - PCR11276 | [NAME] | IMAC Coordinator | Laptop | Hardware | Computer | Request/Replace | True | HerronG |  | [NAME] | 2012-02-21 08:27:44 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-17 19:54:58 | 2012-02-22 12:47:20 | INC0019399 | 5 - Medium | Service Request | Resolved | Assigned External | MI alert | [NAME] | Service Desk | USCT1ECV002 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | YeY | INC000003028532 | [NAME] | 2012-02-17 19:56:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | INC000003028532 | [NAME]
2012-02-17 20:00:37 | 2012-02-17 20:18:20 | INC0019400 | 5 - Medium | Incident | Resolved |  | user needs [NAME] reset | [NAME] | Service Desk | OnTheGo | Account Admin | General | Access | True | PusslerJ |  | [NAME] | 2012-02-17 20:18:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | see notes | [NAME]
2012-02-17 21:39:34 | 2012-02-22 07:58:51 | INC0019409 | 5 - Medium | Service Request | Resolved |  | Phongsavanh - AD password reset did not work. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-17 21:56:55 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | AD showing log in on the 21rst. | [NAME]
2012-02-17 22:05:14 |  | INC0019412 | 5 - Medium | Service Request | Pending | Assigned External | MI Major [NAME] | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | WeaverA | 3028142 | [NAME] | 2012-02-17 22:07:43 | 00:00:00 |  | MI ALERT | 1-2 Users Affected | [NAME] | False | 0
2012-02-18 00:37:10 |  | INC0019415 | 5 - Medium | Service Request | Pending | Pending Customer | Unable to access network email | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-18 00:41:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-18 02:30:57 | 2012-02-21 03:30:01 | INC0019416 | 5 - Medium | Incident | Resolved |  | Desktop computer in QC (Speke) offices will not load windows | [NAME] | Deskside - Liverpool | Windows XP | Hardware | Computer | Fault/Error | True | burgesst |  | Terence Burgess | 2012-02-18 02:33:29 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The boot sector had become inoperable. Workstation re-imaged and placed back in service | Terence Burgess
2012-02-18 07:12:20 | 2012-02-21 09:31:22 | INC0019420 | 5 - Medium | Incident | Resolved |  | [NAME] down alert ([NAME]) | [NAME] | Intel Server Support | [NAME] | Server/Data Center | Database/System | Fault/Error | True | TranTh |  | [NAME] | 2012-02-18 07:14:01 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This is an IBM alert ticket for a server they no longer manage.  This ticket should not have been created. | Thuan Tran
2012-02-18 11:32:52 | 2012-02-18 11:42:19 | INC0019421 | 5 - Medium | Service Request | Resolved |  | Cannot access eLMS | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Applications | Business Applications | How To | True | MooneyA |  | [NAME] | 2012-02-18 11:42:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | See work log | [NAME]
2012-02-18 13:47:35 | 2012-02-21 09:05:24 | INC0019422 | 5 - Medium | Service Request | Resolved | Pending Customer | Needs contractor account extended | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | [NAME] |  | Rankit Thakkar | 2012-02-18 13:55:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account Extended till May 15, 2012_x000D_ | Rankit Thakkar
2012-02-18 17:27:45 | 2012-02-18 21:13:22 | INC0019424 | 1 - Critical Outage | Incident | Resolved | Pending Customer | User is trying to access trackwise getting error: IE cannot display the web page | Haleh Khoshnevisan | CZ - Enterprise Application - Support | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Fault/Error | True | BalasubramanianS |  | Sridharan Balasubramanian | 2012-02-18 19:38:09 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | ELMS Application services were restarted | Sridharan Balasubramanian
2012-02-18 17:39:31 | 2012-02-18 21:13:22 | INC0019425 | 1 - Critical Outage | Incident | Resolved | Pending Customer | User is trying to access Elms getting error: IE cannot display the web page | [NAME] | CZ - Enterprise Application - Support | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Fault/Error | True | BalasubramanianS |  | Sridharan Balasubramanian | 2012-02-18 19:36:49 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | ELMS Application services were restarted | Sridharan Balasubramanian
2012-02-18 18:01:26 |  | INC0019426 | 5 - Medium | Service Request | In Progress | Pending Customer | End user is requesting [NAME] be installed | [NAME] | Deskside - California | [NAME] 2003 | Applications | Business Applications | Install/Remove | True | HillJos |  | [NAME] | 2012-02-22 13:51:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3
2012-02-18 18:28:46 |  | INC0019427 | 5 - Medium | Incident | Pending | Assigned External | Cannot login to Insight | [NAME] | Service Desk | Insight | Applications | Business Applications | Access | True | LuccaM | [EMAIL] | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-18 18:33:24 | 2012-02-18 21:16:03 | INC0019428 | 5 - Medium | Incident | Resolved |  | User not able to access Elms | [NAME] | CZ - Enterprise Application - Support | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Access | True | BalasubramanianS |  | Sridharan Balasubramanian | 2012-02-18 19:37:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Application services were restarted | Sridharan Balasubramanian
2012-02-18 18:42:21 | 2012-02-18 19:31:23 | INC0019429 | 5 - Medium | Incident | Resolved |  | User is trying to access trackwise getting error: IE cannot display the web page | [NAME] | Service Desk | TrackWise - QIMS (DVCS/MPCRS) (Prod) | Applications | Business Applications | Fault/Error | True | BalasubramanianS |  |  |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | ELMS Application services were restarted | [NAME]
2012-02-18 18:48:22 | 2012-02-18 21:13:22 | INC0019430 | 5 - Medium | Incident | Resolved |  | User is trying to access Elms getting error: IE cannot display the web page | [NAME] | CZ - Enterprise Application - Support | TrackWise - QIMS (DVCS/MPCRS) (Prod) | Applications | Business Applications | Fault/Error | True | BalasubramanianS |  | Sridharan Balasubramanian | 2012-02-18 19:37:11 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | ELMS Application services were restarted | Sridharan Balasubramanian
2012-02-19 00:08:14 | 2012-02-22 13:56:20 | INC0019432 | 5 - Medium | Service Request | Resolved | Pending Customer | User account is expired | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | [NAME] |  | Rankit Thakkar | 2012-02-19 05:20:22 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account Extended till May 14, 2012 | Rankit Thakkar
2012-02-19 05:21:41 |  | INC0019433 | 5 - Medium | Service Request | Pending | Assigned External | User needs SAP(ARP) password reset | [NAME] | Service Desk | SAP BI (Prod) | Account Admin | Reset | Password | True | guest | 3029436 | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-19 06:48:41 | 2012-02-21 09:33:02 | INC0019434 | 5 - Medium | Service Request | Resolved | Pending Customer | User account is expired | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | TorrenceA |  | Rankit Thakkar | 2012-02-19 06:53:28 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account Extended till May 12, 2012 | Rankit Thakkar
2012-02-19 07:16:05 |  | INC0019435 | 5 - Medium | Service Request | In Progress |  | [NAME] laptop request form attached | [NAME] | Deskside - Frederick | Laptop | Hardware | Computer | Request/Replace | True | BosherB |  | [NAME] | 2012-02-19 07:18:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-19 08:47:44 | 2012-02-21 15:57:48 | INC0019436 | 5 - Medium | Service Request | Resolved |  | On the Go is down | [NAME] | Network Level 2 | OnTheGo | Network | On The Go | Access Request | True | [NAME] |  | [NAME] | 2012-02-19 08:57:37 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Issue was caused by patch on GridGuard impacting XP work station. Megapath resolve issue. | [NAME]
2012-02-19 10:02:47 | 2012-02-20 11:17:00 | INC0019438 | 5 - Medium | Service Request | Resolved |  | On the go is down | [NAME] | Network Level 2 | OnTheGo | Network | On The Go | Access Request | True | PassmoreM |  |  | 2012-02-19 10:04:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The MIM, ITCC, Syfer Lock and MegaPath had a bridge open and confirmed OTG login with Service Desk as well as with ourselves. | [NAME]
2012-02-19 10:19:05 | 2012-02-20 11:17:01 | INC0019439 | 5 - Medium | Service Request | Resolved |  | OTG is down | [NAME] | Network Level 2 | OnTheGo | Network | On The Go | Request for Information | True | PassmoreM |  |  | 2012-02-19 10:23:12 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The MIM, ITCC, Syfer Lock and MegaPath had a bridge open and confirmed OTG login with Service Desk as well as with ourselves. | [NAME]
2012-02-19 10:48:52 | 2012-02-21 15:58:41 | INC0019440 | 5 - Medium | Service Request | Resolved |  | [NAME] | Rustem Tuganov | Network Level 2 | OnTheGo | Network | On The Go | Access Request | True | [NAME] |  | [NAME] | 2012-02-19 10:50:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Issue was caused by patch on GridGuard impacting XP work station. Megapath resolve issue. | [NAME]
2012-02-19 11:25:40 | 2012-02-21 15:59:07 | INC0019441 | 5 - Medium | Service Request | Resolved |  | OTG is down | [NAME] | Network Level 2 | OnTheGo | Network | On The Go | Access Request | True | [NAME] |  | [NAME] | 2012-02-19 11:27:40 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Issue was caused by patch on GridGuard impacting XP work station. Megapath resolve issue. | [NAME]
2012-02-19 11:31:35 | 2012-02-20 11:17:00 | INC0019442 | 1 - Critical Outage | Service Request | Resolved |  | OTG is down | [NAME] | Network Level 2 | OnTheGo | Network | On The Go | Access Request | True | PassmoreM |  |  | 2012-02-19 11:34:30 | 00:00:00 |  |  | 2 to 20 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The MIM, ITCC, Syfer Lock and MegaPath had a bridge open and confirmed OTG login with Service Desk as well as with ourselves. | [NAME]
2012-02-19 11:33:41 | 2012-02-21 04:35:09 | INC0019443 | 5 - Medium | Incident | Resolved |  | multi alerts for MD1VM053 | [NAME] | Intel Server Support | MD1VM053 | Server/Data Center | Hardware | Fault/Error | True | alexanders |  | [NAME] | 2012-02-19 11:35:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | This alert was prior / during the migration of this VM to OMW - _x000D_ Reconfigure virtual machine_x000D_ MD1VM053_x000D_ Completed_x000D_ MEDIMMUNE\OPS_PaulT_x000D_ USMD1VCV010.medimmune.com_x000D_ 19/02/2012 20:51:13_x000D_ 19/02/2012 20:51:13_x000D_ 19/02/2012 20:51:17_x000D_ _x000D_ Power On virtual machine_x000D_ MD1VM053_x000D_ Completed_x000D_ System_x000D_ USMD1VCV010.medimmune.com_x000D_ 19/02/2012 20:43:39_x000D_ 19/02/2012 20:43:39_x000D_ 19/02/2012 20:43:51_x000D_ _x000D_ Reconfigure virtual machine_x000D_ MD1VM053_x000D_ Completed_x000D_ MEDIMMUNE\OPS_PaulT_x000D_ USMD1VCV010.medimmune.com_x000D_ 19/02/2012 20:43:35_x000D_ 19/02/2012 20:43:35_x000D_ 19/02/2012 20:43:37_x000D_ _x000D_ Power Off virtual machine_x000D_ MD1VM053_x000D_ Completed_x000D_ MEDIMMUNE\OPS_PaulT_x000D_ USMD1VCV010.medimmune.com_x000D_ 19/02/2012 20:43:13_x000D_ 19/02/2012 20:43:13_x000D_ 19/02/2012 20:43:19_x000D_ _x000D_ [NAME] install or upgrade_x000D_ MD1VM053_x000D_ Completed_x000D_ MEDIMMUNE\OPS_PaulT_x000D_ USMD1VCV010.medimmune.com_x000D_ 19/02/2012 20:37:53_x000D_ 19/02/2012 20:37:53_x000D_ 19/02/2012 20:40:31_x000D_ _x000D_ Power On virtual machine_x000D_ MD1VM053_x000D_ Completed_x000D_ MEDIMMUNE\ops_singhg_x000D_ USMD1VCV010.medimmune.com_x000D_ 19/02/2012 16:56:12_x000D_ 19/02/2012 16:56:12_x000D_ 19/02/2012 16:56:20_x000D_ _x000D_ No resolved | [NAME]
2012-02-19 11:40:09 | 2012-02-21 15:59:32 | INC0019444 | 5 - Medium | Service Request | Resolved |  | OTG is down | [NAME] | Network Level 2 | OnTheGo | Network | On The Go | Access Request | True | [NAME] |  | [NAME] | 2012-02-19 11:42:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Issue was caused by patch on GridGuard impacting XP work station. Megapath resolve issue. | [NAME]
2012-02-19 11:42:45 | 2012-02-20 11:17:00 | INC0019445 | 5 - Medium | Service Request | Resolved |  | OTG is down | [NAME] | Network Level 2 | OnTheGo | Network | On The Go | Access Request | True | PassmoreM |  |  | 2012-02-19 11:43:41 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The MIM, ITCC, Syfer Lock and MegaPath had a bridge open and confirmed OTG login with Service Desk as well as with ourselves. | [NAME]
2012-02-19 12:06:49 | 2012-02-20 11:17:00 | INC0019446 | 5 - Medium | Incident | Resolved |  | Not able to access outlook or [NAME] working from home grid guard error | [NAME] | Network Level 2 | Outlook 2003 | Applications | Outlook | Outage | True | PassmoreM |  |  | 2012-02-19 12:42:49 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The MIM, ITCC, Syfer Lock and MegaPath had a bridge open and confirmed OTG login with Service Desk as well as with ourselves. | [NAME]
2012-02-19 12:13:01 | 2012-02-19 12:40:42 | INC0019447 | 5 - Medium | Incident | Resolved |  | needs sap password reset | [NAME] | Service Desk | SAP BI (Dev) | Applications | Business Applications | Access | True | LuccaM |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | -I contacted AZ help desk UK at 011-[PHONE] was told must have EU on the line_x000D_ -Will email AZ help desk # to EU to call them as per AZ when he calls in they will peform reset and provide the new password to the EU on the line so we should not be on | [NAME]
2012-02-19 12:44:54 | 2012-02-20 11:17:01 | INC0019448 | 5 - Medium | Service Request | Resolved |  | OTG is down | [NAME] | Network Level 2 | OnTheGo | Network | On The Go | Access Request | True | PassmoreM |  |  | 2012-02-19 12:47:03 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The MIM, ITCC, Syfer Lock and MegaPath had a bridge open and confirmed OTG login with Service Desk as well as with ourselves. | [NAME]
2012-02-19 13:00:18 | 2012-02-20 11:17:00 | INC0019449 | 5 - Medium | Incident | Resolved |  | Not able to login to OTG Grid guard error | [NAME] | Network Level 2 | OnTheGo | Applications | Business Applications | Outage | True | PassmoreM |  |  | 2012-02-19 13:03:56 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The MIM, ITCC, Syfer Lock and MegaPath had a bridge open and confirmed OTG login with Service Desk as well as with ourselves. | [NAME]
2012-02-19 14:29:29 |  | INC0019451 | 5 - Medium | Service Request | In Progress |  | Replacement laptop request - form attached | [NAME] | IMAC Coordinator | Laptop | Hardware | Computer | Request/Replace | True | PerryA |  | [NAME] | 2012-02-21 08:34:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-19 14:46:10 | 2012-02-20 11:17:00 | INC0019453 | 5 - Medium | Service Request | Resolved |  | OTG is down | [NAME] | Network Level 2 | OnTheGo | Network | On The Go | Access Request | True | PassmoreM |  |  | 2012-02-19 15:10:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The MIM, ITCC, Syfer Lock and MegaPath had a bridge open and confirmed OTG login with Service Desk as well as with ourselves. | [NAME]
2012-02-19 15:07:21 | 2012-02-20 11:17:00 | INC0019454 | 5 - Medium | Service Request | Resolved |  | cannot access OTG | [NAME] | Network Level 2 | OnTheGo | Network | On The Go | Access Request | True | PassmoreM |  |  | 2012-02-19 15:10:09 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The MIM, ITCC, Syfer Lock and MegaPath had a bridge open and confirmed OTG login with Service Desk as well as with ourselves. | [NAME]
2012-02-19 15:38:51 | 2012-02-20 11:17:01 | INC0019455 | 5 - Medium | Service Request | Resolved |  | OTG is down | [NAME] | Network Level 2 | OnTheGo | Network | On The Go | Access Request | True | PassmoreM |  |  | 2012-02-19 15:41:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The MIM, ITCC, Syfer Lock and MegaPath had a bridge open and confirmed OTG login with Service Desk as well as with ourselves. | [NAME]
2012-02-19 16:09:31 | 2012-02-20 11:17:00 | INC0019456 | 5 - Medium | Service Request | Resolved |  | OTG is down | [NAME] | Network Level 2 | OnTheGo | Network | On The Go | Access Request | True | PassmoreM |  |  | 2012-02-19 16:12:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The MIM, ITCC, Syfer Lock and MegaPath had a bridge open and confirmed OTG login with Service Desk as well as with ourselves. | [NAME]
2012-02-19 20:38:18 |  | INC0019459 | 3 - Tier 3 App Outage | Incident | Pending | Assigned External | Needs disk on Usahmedi040 replaced (in IBM data center) | [NAME] | Service Desk | SAS EBI/CARS (Prod) | Network/Connectivity | Network Device | Fault/Error | True | LockS | 3030040 | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-19 21:55:17 | 2012-02-21 16:03:07 | INC0019461 | 5 - Medium | Incident | Resolved |  | Network issues. | [NAME] | Network Level 2 | OnTheGo | Network/Connectivity | Remote | Fault/Error | True | [NAME] |  | [NAME] | 2012-02-19 22:07:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Disconnect AIX server from Network switches. AIX server was causing bridging issue on Network | [NAME]
2012-02-19 22:13:13 | 2012-02-21 10:04:20 | INC0019463 | 4 - High | Service Request | Resolved |  | utprd0016 not responding, please reboot or fix system | [NAME] | Intel Server Support | UTPRD0016 | Server/Data Center | Hardware | Configuration | True | TranTh |  | [NAME] | 2012-02-20 08:27:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Shaun rebooted the server this morning.  I verified RDP connectivity. | Thuan Tran
2012-02-19 22:25:56 | 2012-02-22 11:25:22 | INC0019464 | 1 - Critical Outage | Incident | Resolved |  | Gaithersburg Network Devices going up and down !!! | [NAME] | Network Level 2 | Router | Network/Connectivity | Network Device | Performance | True | [NAME] |  | [NAME] | 2012-02-19 22:32:53 | 00:00:00 |  |  | 101 or more Users Affected | [NAME] | False | 0 | Solved (Permanently) | Issue was caused by incorrect Network cabling between AIX servers and Network switches causing bridging flaps. Corrected cabling. | [NAME]
2012-02-19 23:46:05 | 2012-02-21 16:05:04 | INC0019465 | 5 - Medium | Incident | Resolved |  | Network down issue | [NAME] | Network Level 2 | CI Not Found | Network/Connectivity | Wired | Fault/Error | True | [NAME] |  | [NAME] | 2012-02-19 23:48:19 | 00:00:00 |  | Network Down | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Refer to ticket#19464. Issue was caused by AIX server bridging solution. Disconnect AIX from Network. | [NAME]
2012-02-20 00:00:42 | 2012-02-21 03:48:35 | INC0019466 | 6 - Low | Incident | Resolved |  | Monitoring Tickets for EO | [NAME] | CZ - Enterprise Application - Support | SBYMAS006 | Applications | Business Applications | Access | True | MullaveeduB |  | Sridharan Balasubramanian | 2012-02-20 00:03:01 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | resolved | [NAME]
2012-02-20 00:03:15 | 2012-02-21 03:49:35 | INC0019467 | 6 - Low | Incident | Resolved |  | Monitoring ticket for EDM | [NAME] | CZ - Collaboration & BI - Support | SBYMAS096 | Applications | Business Applications | Fault/Error | True | MullaveeduB |  | Sridharan Balasubramanian | 2012-02-20 00:05:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | RESOLVED | [NAME]
2012-02-20 00:20:52 | 2012-02-22 00:37:14 | INC0019468 | 5 - Medium | Service Request | Resolved | Pending Customer | Adding SFC Newsletters to the Sales and Marketing Page of MediZone | [NAME] | CZ - Collaboration & BI - Support | Intranet - MediZone (Prod) | Other | Other | Other | True | MisraS |  | Srinam Misra | 2012-02-20 00:24:26 | 00:00:00 |  |  | 1-2 Users Affected | Srinam Misra | False | 0 | Solved (Permanently) | The SFC Newsletters have been uploaded and also confirmed by requestor, [NAME]. All mails have been attached in the service request. This request can therefore now be resolved. | Srinam Misra
2012-02-20 00:24:45 | 2012-02-21 04:18:44 | INC0019469 | 5 - Medium | Incident | Resolved |  | Weekly Analytics Metrics for MediZone | [NAME] | CZ - Collaboration & BI - Support | Intranet - MediZone (Prod) | Other | Other | Other | True | MisraS |  | Srinam Misra | 2012-02-20 00:27:35 | 00:00:00 |  |  | 1-2 Users Affected | Srinam Misra | False | 0 | Solved (Permanently) | Both the weekly analytics reports have been generated and mailed to [NAME]. | Srinam Misra
2012-02-20 00:44:16 | 2012-02-22 00:33:38 | INC0019471 | 5 - Medium | Service Request | Resolved | Pending Customer | Remove the MARS application portlet from Sales & Marketing Community. | [NAME] | CZ - Collaboration & BI - Support | Intranet - MediZone (Prod) | Other | Other | Other | True | MisraS |  | Srinam Misra | 2012-02-20 00:49:06 | 00:00:00 |  |  | 1-2 Users Affected | Srinam Misra | False | 0 | Solved (Permanently) | The MARs portlet has been removed fromt he Sales Tolls page of MediZone as requested by [NAME]. Recieved confirmation from [NAME] after the link had been removed and is not visible now. This request is therefore now being resolved. | Srinam Misra
2012-02-20 00:52:23 | 2012-02-20 08:11:47 | INC0019472 | 5 - Medium | Service Request | Resolved |  | Insight Password reset | Hema Srinivasan | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Account | True | HightowerS |  | [NAME] | 2012-02-20 01:00:01 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Successfully reset the Insight Password and left the temp password in the users Voice Mail | [NAME]
2012-02-20 02:50:46 | 2012-02-21 09:47:29 | INC0019474 | 4 - High | Service Request | Resolved |  | Issue regarding Reflection X manager | [NAME] | Deskside - Field Sales | CI Not Found | Applications | Business Applications | Configuration | True | AkpanEm |  | [NAME] | 2012-02-21 08:37:54 | 00:00:00 |  | Reflection X | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Hi Emen,_x000D_ _x000D_ Issue has been resolve now now. You can close the request._x000D_ _x000D_ _x000D_ Thanks so much for showing concern_x000D_ _x000D_ _x000D_ Regards_x000D_ Rajvardhan_x000D_ | [NAME]
2012-02-20 02:58:06 | 2012-02-21 03:48:04 | INC0019475 | 5 - Medium | Service Request | Resolved |  | access to QC drive and create home folder | [NAME] | Deskside - Nijmegen | NL1FS001 | Account Admin | Modify | Access | True | GerdesP |  | [NAME] | 2012-02-20 03:24:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | created home drive and access to NIJ-QC | [NAME]
2012-02-20 03:42:50 | 2012-02-21 03:41:03 | INC0019476 | 6 - Low | Incident | Resolved |  | Issue: Monitoring R&D applications | [NAME] | CZ - Research & Development - Support | Aperio US (Dev) | Applications | Business Applications | Performance | True | [NAME] |  | [NAME] | 2012-02-20 03:44:35 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] | [NAME]
2012-02-20 05:04:59 |  | INC0019478 | 5 - Medium | Incident | Pending | Assigned External | Unable to login to SAP ARN | [NAME] | Service Desk | SAP ECC (Train) | Network/Connectivity | Wired | Fault/Error | True | WeaverA | To be created by Service Desk | [NAME] | 2012-02-23 04:49:39 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-20 05:18:23 | 2012-02-20 22:01:43 | INC0019479 | 6 - Low | Incident | Resolved |  | Monioring Ticket for G&A OPs | [NAME] | CZ - G&A - Support | Contract Request (Prod) | Applications | Business Applications | Fault/Error | True | MuraleedharanH |  | [NAME] | 2012-02-20 05:21:29 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Application monitoring was completed and the screen shots and logs have been taken | [NAME]
2012-02-20 05:32:44 | 2012-02-20 19:50:40 | INC0019481 | 6 - Low | Incident | Resolved |  | Ticket for monitoring Applications under C&R | [NAME] | CZ - Clinical & Regulatory - Support | Insight Publisher (Prod) | Applications | Business Applications | Fault/Error | True | JoseS |  | [NAME] | 2012-02-20 05:55:41 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Applications are monitored succesfully witjout any issues | [NAME]
2012-02-20 05:57:12 |  | INC0019483 | 5 - Medium | Service Request | Assigned |  | Access to shared area on E Drive | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | PacuanL |  | [NAME] | 2012-02-20 05:58:01 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-20 06:25:13 |  | INC0019485 | 5 - Medium | Service Request | Assigned |  | ops account | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | True | [NAME] |  |  | 2012-02-22 15:59:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-20 06:42:11 |  | INC0019486 | 5 - Medium | Service Request | Pending | Assigned External | SAP ACCESS | [NAME] | Service Desk | CI Not Found | Account Admin | Modify | Account | True | TorrenceA | AZ 3032414 | [NAME] | 2012-02-20 06:44:14 | 00:00:00 |  | SAP NA production ARP | 1-2 Users Affected | [NAME] | False | 0
2012-02-20 06:46:21 | 2012-02-21 03:30:57 | INC0019487 | 5 - Medium | Service Request | Resolved |  | New Call for Deskside - Liverpool | Terence Burgess | Deskside - Liverpool | Laptop | Hardware | Computer | Request/Replace | True | burgesst |  | Terence Burgess | 2012-02-20 06:47:46 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | All 13 laptops have been swapped out for new. | Terence Burgess
2012-02-20 06:54:15 | 2012-02-21 03:27:56 | INC0019488 | 5 - Medium | Service Request | Resolved |  | Please replace [NAME], (QA) laptop with new | Terence Burgess | Deskside - Liverpool | Laptop | Hardware | Computer | Request/Replace | True | burgesst |  | Terence Burgess | 2012-02-20 06:59:38 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | End user's laptop swapped for new. | Terence Burgess
2012-02-20 06:54:25 | 2012-02-20 07:14:14 | INC0019489 | 5 - Medium | Incident | Resolved | Pending Customer | USMD1ASV021 RESTART | [NAME] | Service Desk | USMD1ASV021 | Server/Data Center | Hardware | Fault/Error | True | MooneyA |  | [NAME] | 2012-02-20 06:57:00 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Per users request. | [NAME]
2012-02-20 06:59:54 | 2012-02-21 03:31:24 | INC0019490 | 5 - Medium | Service Request | Resolved |  | Please replace [NAME], (Manufacturing) laptop with new | [NAME] | Deskside - Liverpool | Laptop | Hardware | Computer | Request/Replace | True | burgesst |  | Terence Burgess | 2012-02-20 07:02:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | End users laptop has been swapped out for new. | Terence Burgess
2012-02-20 07:02:29 | 2012-02-21 03:31:48 | INC0019491 | 5 - Medium | Service Request | Resolved |  | Please replace [NAME] (Training) laptop with new | [NAME] | Deskside - Liverpool | Laptop | Hardware | Computer | Request/Replace | True | burgesst |  | Terence Burgess | 2012-02-20 07:03:55 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | End users laptop has been swapped out for new. | Terence Burgess
2012-02-20 07:05:45 | 2012-02-21 03:32:13 | INC0019492 | 5 - Medium | Service Request | Resolved |  | Please replace [NAME] (Training) workstation with new | [NAME] | Deskside - Liverpool | Laptop | Hardware | Computer | Request/Replace | True | burgesst |  | Terence Burgess | 2012-02-20 07:07:12 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | End users workstation has been swapped out for new. | Terence Burgess
2012-02-20 07:08:05 | 2012-02-21 03:32:40 | INC0019493 | 5 - Medium | Service Request | Resolved |  | Please replace [NAME] (Training) laptop with new. | [NAME] | Deskside - Liverpool | Laptop | Hardware | Computer | Request/Replace | True | burgesst |  | Terence Burgess | 2012-02-20 07:09:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | End users laptop has been swapped out for new. | Terence Burgess
2012-02-20 07:53:59 | 2012-02-21 11:22:24 | INC0019498 | 5 - Medium | Incident | Resolved | Assigned External | MD1ER002 | [NAME] | Intel Server Support | MD1ER002 | Server/Data Center | Hardware | Fault/Error | True | TranTh | 3032530 | Thuan Tran | 2012-02-20 08:51:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Per [NAME], NPI application was migrated to USMD1ERP001. | Thuan Tran
2012-02-20 07:56:12 |  | INC0019499 | 5 - Medium | Incident | Pending | Assigned External | Medimmune63 server error | [NAME] | Service Desk | MEDIMMUNE63 | Server/Data Center | Database/System | Fault/Error | True | MooneyA | 3032531 | [NAME] | 2012-02-20 07:58:12 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-20 08:05:53 | 2012-02-21 04:21:41 | INC0019500 | 5 - Medium | Incident | Resolved |  | Unable to ping server: md1vm092 | [NAME] | Intel Server Support | MD1VM092 | Server/Data Center | Database/System | Access | True | TchaboJ |  | [NAME] | 2012-02-20 08:12:34 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Server was taken offline for migration to the Medi Infrastructure this has now been done and can ping it - _x000D_ _x000D_ Pinging md1vm092.medimmune.com [10.46.72.32] with 32 bytes of data:_x000D_ Reply from 10.46.72.32: bytes=32 time=117ms TTL=118_x000D_ Reply from 10.46.72.32: bytes=32 time=88ms TTL=118_x000D_ Reply from 10.46.72.32: bytes=32 time=87ms TTL=118_x000D_ Reply from 10.46.72.32: bytes=32 time=87ms TTL=118_x000D_ | [NAME]
2012-02-20 08:40:08 | 2012-02-20 08:43:19 | INC0019501 | 5 - Medium | Service Request | Resolved |  | needs mediguest password. | [NAME] | Service Desk | CI Not Found | Network | Wireless | Request for Information | True | DrescherJ |  | [NAME] | 2012-02-20 08:43:19 | 00:00:00 |  | GuestWireless | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | gave user the guestwireless account password. | [NAME]
2012-02-20 08:54:45 | 2012-02-20 12:03:45 | INC0019503 | 5 - Medium | Incident | Resolved |  | MD1MS002 alert | [NAME] | Exchange Server Support | MD1MS002 | Server/Data Center | Hardware | Fault/Error | True | ThomasAnt |  | [NAME] | 2012-02-20 10:21:29 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | checked event logs and perfmon no issues performance issues, however there were user unable to logon with event id 1022 | [NAME]
2012-02-20 09:13:32 | 2012-02-21 09:12:49 | INC0019505 | 5 - Medium | Service Request | Resolved |  | Extend Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | [NAME] |  | Rankit Thakkar | 2012-02-20 09:15:55 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account Extended till May 14, 2012. | Rankit Thakkar
2012-02-20 09:16:34 | 2012-02-21 09:13:08 | INC0019506 | 5 - Medium | Service Request | Resolved |  | Extend Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | [NAME] |  | Rankit Thakkar | 2012-02-20 09:17:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account Extended till May 14, 2012. | Rankit Thakkar
2012-02-20 09:19:46 | 2012-02-21 03:33:54 | INC0019507 | 5 - Medium | Service Request | Resolved |  | Plugin install for the Manufacturing camera system. | Glenys Jones | Deskside - Liverpool | CI Not Found | Applications | Business Applications | Configuration | True | burgesst |  |  | 2012-02-20 09:23:22 | 00:00:00 |  | EHS Plugin | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | End user's machine has been updated with [NAME] and plug in to enable the cameras to be viewed. Tested and working. | Terence Burgess
2012-02-20 09:23:32 | 2012-02-21 03:36:04 | INC0019508 | 5 - Medium | Service Request | Resolved |  | Outlook Viewing Issue | [NAME] | Deskside - Liverpool | Outlook 2003 | Applications | Outlook | Configuration | True | burgesst |  |  | 2012-02-20 09:29:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | The view was incorrect in Outlook and mails were unable to be seen. Once put back to normal view the issue was fixed. | Terence Burgess
2012-02-20 09:27:28 | 2012-02-21 03:37:21 | INC0019509 | 5 - Medium | Service Request | Resolved |  | Outlook Viewing Issue | [NAME] | Deskside - Liverpool | Outlook 2003 | Applications | Outlook | Configuration | True | burgesst |  |  | 2012-02-20 09:29:35 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The issue was resolved once the view was changed to stack the mails in date format. | Terence Burgess
2012-02-20 09:37:07 |  | INC0019510 | 5 - Medium | Incident | Assigned |  | Word Document Issue | [NAME] | Service Desk | Word 2003 | Applications | COTS | Fault/Error | True | PerryA |  | [NAME] | 2012-02-20 09:40:36 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-20 09:40:40 | 2012-02-21 08:31:15 | INC0019511 | 5 - Medium | Service Request | Resolved |  | User needs AD account extended | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | [NAME] |  | Rankit Thakkar | 2012-02-20 09:44:33 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account Extended. | Rankit Thakkar
2012-02-20 09:44:16 |  | INC0019512 | 5 - Medium | Service Request | Pending | Pending Customer | JMP Install | [NAME] | Service Desk | JMP (Prod) | Applications | Business Applications | Install/Remove | True | GammonsM |  | [NAME] | 2012-02-20 09:45:33 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-20 09:54:10 |  | INC0019513 | 4 - High | Incident | Assigned |  | Guest Wireless Not Working | [NAME] | Network Level 2 | Wireless | Network/Connectivity | Wireless | Outage | True | rn403 |  | [NAME] | 2012-02-20 11:42:21 | 00:00:00 |  |  | 21 to 100 Users Affected | [NAME] | False | 0
2012-02-20 10:41:18 | 2012-02-22 17:59:26 | INC0019518 | 5 - Medium | Incident | Resolved |  | NetGuard Monitoring Alert Serial Number QD37270847-50505 QD37270847-50506 | [NAME] | Voice | CI Not Found | Network/Connectivity | Network Device | Fault/Error | True | RobertsTr |  | [NAME] | 2012-02-21 13:57:03 | 00:00:00 |  | Network | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Device is back online... | [NAME]
2012-02-20 11:15:31 |  | INC0019522 | 5 - Medium | Service Request | Assigned |  | Gridpin reset | Temitayo Bodede | Service Desk | CI Not Found | Account Admin | Modify | Access | True | PerryA |  | [NAME] | 2012-02-20 12:00:13 | 00:00:00 |  | gridguard | 1-2 Users Affected | [NAME] | False | 0
2012-02-20 11:19:28 | 2012-02-21 09:15:18 | INC0019523 | 5 - Medium | Service Request | Resolved |  | MedImmune ID Renewal | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | [NAME] |  | Rankit Thakkar | 2012-02-20 11:20:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account Extended till May 16, 2012 | Rankit Thakkar
2012-02-20 11:34:44 |  | INC0019525 | 5 - Medium | Service Request | Assigned |  | Addition of MAC addresses for new Macs to HQ12 wireless network ACL | [NAME] | Network Level 3 | Wireless | Other | Other | Other | True | GutierrezL |  | Waqar Dar | 2012-02-21 13:58:24 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-20 11:41:26 | 2012-02-20 20:06:07 | INC0019526 | 2 - Severe Outage | Incident | Resolved |  | UTPRD0025 unavailable | [NAME] | Service Desk | CI Not Found | Network/Connectivity | Remote | Access | True | LeebP |  | [NAME] | 2012-02-20 20:06:07 | 00:00:00 |  | utprd0025 | 21 to 100 Users Affected | [NAME] | False | 2 | Solved (Permanently) | resolved per [NAME] | [NAME]
2012-02-20 11:53:15 | 2012-02-20 12:01:52 | INC0019527 | 5 - Medium | Service Request | Resolved |  | insight locked | [NAME] | Service Desk | Insight | Account Admin | Modify | Access | True | StallingsT |  | [NAME] | 2012-02-20 12:01:52 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Had Team Lead Logged into insight and unlock account._x000D_ | [NAME]
2012-02-20 12:20:16 | 2012-02-20 12:20:56 | INC0019537 | 5 - Medium | Service Request | Resolved |  | MI critical alert | [NAME] | Service Desk | SBYMAS316 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | YeY |  | [NAME] | 2012-02-20 12:20:56 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | on migration list | [NAME]
2012-02-20 13:11:13 | 2012-02-20 13:24:15 | INC0019541 | 5 - Medium | Service Request | Resolved |  | User cannot mail.medmimmune.com | [NAME] |  | CI Not Found | Applications | Business Applications | s_Business Applications_Request For [NAME] | True | [NAME] |  | [NAME] |  | 00:00:00 |  | mail.medimmune.con | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | closed ie_x000D_ reopned and then went to mail.medimmune.com_x000D_ _x000D_ it went right in | [NAME]
2012-02-20 13:18:45 | 2012-02-20 13:25:41 | INC0019542 | 5 - Medium | Service Request | Resolved |  | GridGuard account reset. | [NAME] | Service Desk | OnTheGo | Account Admin | Reset | Password | True | LockS |  | [NAME] | 2012-02-20 13:25:41 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Logged into GridGuard with my ops account and reset the user's account. | [NAME]
2012-02-20 14:00:19 |  | INC0019544 | 5 - Medium | Service Request | Assigned | Assigned External | [NAME] H: drive to \\MD1FS019\ResLabData\PfarrD | [NAME] | Storage Restore Team | CI Not Found | Account Admin | Modify | Home Folder | True | rheringhaus | INC000002722815 |  | 2012-02-20 14:10:55 | 00:00:00 |  | Home Folder | 1-2 Users Affected | [NAME] | False | 1
2012-02-20 14:07:19 |  | INC0019545 | 5 - Medium | Service Request | Assigned |  | Restore | [NAME] | Storage Restore Team | CI Not Found | Account Admin | Modify | Home Folder | True | rheringhaus |  |  | 2012-02-20 14:10:14 | 00:00:00 |  | Home Folder | 1-2 Users Affected | [NAME] | False | 0
2012-02-20 14:11:46 | 2012-02-20 14:12:53 | INC0019549 | 5 - Medium | Service Request | Resolved |  | MI Major [NAME] | [NAME] | Service Desk | USCT1DBC009 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | YeY |  | [NAME] | 2012-02-20 14:12:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | all these servers are being migrated_x000D_ | [NAME]
2012-02-20 14:17:18 | 2012-02-22 15:46:13 | INC0019551 | 5 - Medium | Service Request | Resolved | Pending Customer | Forgot eLMS PIN number | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Account Admin | Reset | Password | True | YeY |  | [NAME] | 2012-02-20 14:17:55 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | resolved | [NAME]
2012-02-20 14:22:58 | 2012-02-20 14:28:30 | INC0019552 | 5 - Medium | Incident | Resolved |  | cannot successfully login to medizone | [NAME] | Service Desk | Intranet - MediZone (Prod) | Account Admin | General | General | True | HallW |  | [NAME] | 2012-02-20 14:28:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | instructed user on the correct way to log into the medizone website. | [NAME]
2012-02-20 14:23:06 |  | INC0019553 | 5 - Medium | Service Request | Assigned |  | Restore Folder- 2012 | [NAME] | Storage Restore Team | CI Not Found | Account Admin | Modify | Home Folder | True | rheringhaus |  |  | 2012-02-20 14:29:01 | 00:00:00 |  | Home Folder | 1-2 Users Affected | [NAME] | False | 0
2012-02-20 14:29:25 | 2012-02-20 15:38:31 | INC0019554 | 5 - Medium | Service Request | Resolved |  | Backup request | [NAME] | SAN Storage Support | CI Not Found | Applications | Business Applications | Configuration | True | LeebP |  |  | 2012-02-20 15:35:38 | 00:00:00 |  | Backup | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | This tape library is no longer in production, using the Quantum i500 in OMW. | [NAME]
2012-02-20 14:32:28 |  | INC0019555 | 5 - Medium | Service Request | In Progress |  | Backup: Increase the C:\ drive to 40GB of IBM owned virtual machine. | [NAME] | Storage Backup Team | MD1VM097 | Server/Data Center | Hardware | Configuration | True | LeebP |  | [NAME] | 2012-02-20 14:38:58 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-20 14:39:52 |  | INC0019556 | 5 - Medium | Service Request | Assigned |  | Restore Request | [NAME] | Storage Restore Team | AD (Active Directory) Account | Account Admin | Modify | Home Folder | True | rheringhaus |  |  | 2012-02-20 14:41:15 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-20 14:47:51 |  | INC0019559 | 5 - Medium | Service Request | Assigned |  | Restore Folder | [NAME] | Storage Restore Team | AD (Active Directory) Account | Account Admin | Modify | Shared Folder | True | rheringhaus |  |  | 2012-02-20 14:51:36 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-20 15:06:39 |  | INC0019562 | 5 - Medium | Incident | Pending | Pending Customer | User cannot log into onthego while working remotely | [NAME] | Service Desk | OnTheGo | Network/Connectivity | Remote | Access | True | PerryA |  | [NAME] | 2012-02-20 15:33:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-20 15:18:21 |  | [NAME] | 5 - Medium | Service Request | Assigned |  | New Hire - Eff Date 13-Feb-12 Naeem Iqbal Khalid | [NAME] | Accounts Administration | [NAME] | Telephony | [NAME] | Configuration | True | RobertsTr |  |  | 2012-02-22 10:18:13 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-20 15:25:50 |  | INC0019565 | 6 - Low | Service Request | In Progress |  | NEW HIRE - 27-Feb-12 [NAME] WEEKLY SHEET,DATED:Feb 02, 2012 | [NAME] | IMAC Coordinator | [NAME] | Telephony | [NAME] | Configuration | True | McBrydeE |  |  | 2012-02-22 14:53:46 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-20 15:43:01 |  | INC0019566 | 5 - Medium | Service Request | Assigned |  | New Hire - Eff Date 12-Feb-12 [NAME] | [NAME] | Accounts Administration | [NAME] | Telephony | [NAME] | Configuration | True | RobertsTr |  |  | 2012-02-22 10:15:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-20 15:46:55 |  | INC0019568 | 5 - Medium | Service Request | Assigned |  | New Hire - Eff Date 13-Feb-12 [NAME] | [NAME] | Accounts Administration | [NAME] | Telephony | [NAME] | Configuration | True | RobertsTr |  |  | 2012-02-22 10:16:40 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-20 15:49:27 |  | INC0019569 | 5 - Medium | Service Request | Assigned |  | New Hire - Eff Date 6-Feb-12 Mohammed Zakari | [NAME] | Accounts Administration | [NAME] | Telephony | [NAME] | Configuration | True | RobertsTr |  |  | 2012-02-22 10:17:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-20 15:51:22 |  | INC0019571 | 5 - Medium | Service Request | Assigned |  | New Hire - Eff Date 01-Feb-12 Siddharth Sikka | Siddharth Sikka | Accounts Administration | [NAME] | Telephony | [NAME] | Configuration | True | RobertsTr |  |  | 2012-02-22 10:17:34 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-20 15:52:49 |  | [NAME] | 5 - Medium | Service Request | Assigned |  | New Hire - Eff Date 6-Feb-12 [NAME] | [NAME] | Accounts Administration | [NAME] | Telephony | [NAME] | Configuration | True | RobertsTr |  |  | 2012-02-22 10:25:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-20 15:54:14 | 2012-02-23 10:19:23 | INC0019573 | 5 - Medium | Service Request | Resolved |  | Account - OBF13153 - Allan Taggart - 90000911 | [NAME] | Accounts Administration | [NAME] | Telephony | [NAME] | Configuration | True | StilesH |  | [NAME] | 2012-02-22 10:27:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Updated AD | [NAME]
2012-02-20 15:58:01 |  | INC0019575 | 5 - Medium | Service Request | Pending | Pending Customer | Rehire Eff Date 30/Jan/2012 HR weekly 31/Jan/2012 Hema Srinivasan | Hema Srinivasan | Voice | [NAME] | Telephony | [NAME] | Configuration | True | RobertsTr |  | [NAME] | 2012-02-20 15:58:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-20 15:59:23 |  | INC0019576 | 5 - Medium | Service Request | In Progress |  | New Hire Eff Date 6/Feb/2012 HR weekly 31/Jan/2012 [NAME] | [NAME] | Accounts Administration | [NAME] | Telephony | [NAME] | Configuration | True | StilesH |  | [NAME] | 2012-02-22 10:52:15 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-20 16:03:04 |  | INC0019577 | 5 - Medium | Service Request | Assigned |  | [NAME] start date:2/27/2012 | [NAME] | Accounts Administration | [NAME] | Telephony | [NAME] | Configuration | True | TutuM |  | [NAME] | 2012-02-22 10:53:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-20 16:08:34 |  | INC0019579 | 5 - Medium | Service Request | Pending | Pending Customer | Account Extended | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Access | True | KrittJ |  | [NAME] | 2012-02-20 16:14:46 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-20 16:17:58 | 2012-02-20 16:20:46 | INC0019581 | 5 - Medium | Service Request | Resolved |  | Needs Outlook exchange server info to setup outlook on new device | I [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Configuration | True | LuccaM |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | I provided our exchange server [NAME], and waited untill outlooked loaded succefully | [NAME]
2012-02-20 16:20:26 | 2012-02-20 16:24:14 | INC0019582 | 5 - Medium | Service Request | Resolved |  | Re-instate Contract -HR Weekly Date January 31, 2012 - Eff date 30-Jan-12 - Asho | [NAME] | Voice | [NAME] | Telephony | [NAME] | Configuration | True | TorrenceA |  |  | 2012-02-20 16:24:14 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolved_x000D_ | [NAME]
2012-02-20 16:24:55 | 2012-02-20 16:29:43 | INC0019583 | 5 - Medium | Service Request | Resolved |  | DISABLED AD ACCOUNT - 01-Feb-12 - MEDI TERMINATION - January 24, 2012 - Jocelyn | [NAME] | Voice | [NAME] | Telephony | [NAME] | Configuration | True | TorrenceA |  |  | 2012-02-20 16:29:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolved_x000D_ | [NAME]
2012-02-20 18:17:49 | 2012-02-22 02:30:18 | INC0019589 | 5 - Medium | Service Request | Resolved |  | Need SAS/Solaris new server IPs added to MD1FS012 exports list | [NAME] | SAN Storage Support | MD1FS012 | Server/Data Center | Database/System | Access Request | True | SchultzD |  |  | 2012-02-20 18:28:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | added hosts to exportfs on md1fs012 | [NAME]
2012-02-20 18:21:32 | 2012-02-20 18:40:57 | INC0019590 | 5 - Medium | Service Request | Resolved |  | could not open outlook | [NAME] | Service Desk | Outlook 2003 | Applications | Business Applications | Configuration | True | [NAME] |  | [NAME] | 2012-02-20 18:40:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | outlook open up when I stoped all the extra processes | [NAME]
2012-02-20 18:31:09 | 2012-02-21 09:31:03 | [NAME] | 5 - Medium | Service Request | Resolved |  | User listed as Regulatory in AD rather than Manufacturing. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Group | True | [NAME] |  | Rankit Thakkar | 2012-02-20 19:04:09 | 00:00:00 |  | network folder | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Changes Applied._x000D_ _x000D_ _x000D_ User MUST reboot the computer and log back in to see the changes. | Rankit Thakkar
2012-02-20 18:33:46 |  | INC0019592 | 5 - Medium | Service Request | Pending | Pending Customer | Power Point 2007 conversion | [NAME] | Service Desk | Excel 2003 | Applications | Business Applications | Install/Remove | True | PusslerJ |  | [NAME] | 2012-02-20 18:35:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-20 19:31:46 | 2012-02-21 10:25:52 | INC0019598 | 5 - Medium | Service Request | Resolved |  | I REP login | [NAME] | CZ - Commercial - Support | [NAME] (Online) | Applications | Mobile Applications | [NAME] | True | DawafL |  | [NAME] | 2012-02-20 20:10:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | The user is in the Central region and has not completed iPad training yet so therefore he is currently not an active user in MiMosaic/iRep.  He will recieve his credentials after he completes the training next week in Washington, DC. | [NAME]
2012-02-20 20:25:20 | 2012-02-20 20:26:22 | INC0019604 | 5 - Medium | Service Request | Resolved |  | MI Major alerts | [NAME] | Service Desk | USCT1ASV046 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | YeY |  | [NAME] | 2012-02-20 20:26:22 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | under migration | [NAME]
2012-02-20 20:39:32 | 2012-02-21 13:35:48 | INC0019605 | 5 - Medium | Service Request | Resolved | Pending Customer | Grid guard | [NAME] | Service Desk | OnTheGo | Account Admin | Reset | Password | True | YeY |  | [NAME] | 2012-02-20 20:40:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Thanks. But it's not worth it to me to spend more time on it as I'm on vacation._x000D_ | [NAME]
2012-02-21 00:14:51 | 2012-02-22 00:12:52 | INC0019613 | 6 - Low | Incident | Resolved |  | Tickets for Monitoring G&A and Ops | [NAME] | CZ - G&A - Support | Contract Request (Prod) | Applications | Business Applications | Access | True | MuraleedharanH |  | [NAME] | 2012-02-21 00:16:55 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Taken the screen shots and logs for the applications and monitoring was completed | [NAME]
2012-02-21 00:17:01 | 2012-02-21 21:33:13 | INC0019614 | 6 - Low | Incident | Resolved |  | Tickets for Monitoring C&R | [NAME] | CZ - Clinical & Regulatory - Support | Insight Publisher (Prod) | Applications | Business Applications | Fault/Error | True | JoseS |  | [NAME] | 2012-02-21 00:18:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Applications monitored successfully | [NAME]
2012-02-21 01:23:47 | 2012-02-21 17:33:35 | INC0019615 | 5 - Medium | Incident | Resolved | Pending Customer | Unable to log on to onthego | [NAME] | Service Desk | OnTheGo | Network/Connectivity | Remote | Fault/Error | True | PerryA |  | [NAME] | 2012-02-21 17:30:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | -Remoted in and logged in with own account...successful._x000D_ -Advised customer to logon to OTG with her account._x000D_ -Customer gets a popup window asking for her username/password._x000D_ -Customer had her ID changed 2/13 but the popup window contains her prior ID._x000D_ | [NAME]
2012-02-21 03:11:55 |  | INC0019619 | 4 - High | Service Request | In Progress |  | Unable to open outlook | [NAME] | Accounts Administration | Outlook 2003 | Applications | Outlook | Access Request | True | NguyenQ |  | [NAME] | 2012-02-22 10:14:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3
2012-02-21 03:41:08 |  | INC0019620 | 5 - Medium | Service Request | Pending | Assigned External | User wants update on ticket # 3028951 | Terence Burgess | Service Desk | CI Not Found | Other | Other | Other | True | TorrenceA | 3028951 | [NAME] |  | 00:00:00 |  | Ticket update | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 03:41:25 | 2012-02-22 04:26:40 | INC0019621 | 6 - Low | Incident | Resolved |  | Issue: Monitoring R&D applications | [NAME] | CZ - Research & Development - Support | Aperio US (Prod) | Applications | Business Applications | Performance | True | [NAME] |  | [NAME] | 2012-02-21 03:42:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] | [NAME]
2012-02-21 04:02:29 | 2012-02-21 04:08:35 | INC0019622 | 5 - Medium | Service Request | Resolved |  | User need netwrok account unlocked | DawnAmber Straughn | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Account | True | PennS |  | [NAME] | 2012-02-21 04:08:35 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Accessed AD and found user information in order to unlock network account.  Confirmed user was able to log into account. | [NAME]
2012-02-21 04:11:38 | 2012-02-22 00:18:40 | INC0019625 | 5 - Medium | Incident | Resolved |  | Monitoring for EA_21ST FEB | [NAME] | CZ - Enterprise Application - Support | 2811-TermS-SBY | Applications | Business Applications | Access | True | MullaveeduB |  | [NAME] | 2012-02-21 04:14:39 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Resolved as monitoring done for the day | [NAME]
2012-02-21 04:15:08 | 2012-02-22 00:17:27 | INC0019626 | 5 - Medium | Incident | Resolved |  | Monitoring for EDM | [NAME] | CZ - Collaboration & BI - Support | 2811-TermS-SBY | Applications | Business Applications | Access | True | MullaveeduB |  | [NAME] | 2012-02-21 04:17:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | resolved. monitored | [NAME]
2012-02-21 05:02:23 | 2012-02-21 11:11:06 | INC0019630 | 5 - Medium | Service Request | Resolved |  | Please replace [NAME], (Manufacturing) laptop with new | [NAME] | Deskside - Liverpool | Laptop | Hardware | Computer | Request/Replace | True | burgesst |  | Terence Burgess | 2012-02-21 05:33:36 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Laptop replaced and all migrations performed. | Terence Burgess
2012-02-21 05:33:44 | 2012-02-22 10:10:07 | INC0019631 | 5 - Medium | Service Request | Resolved |  | Please replace [NAME] laptop | [NAME] | Deskside - Liverpool | Laptop | Hardware | Computer | Request/Replace | True | BaileyS |  | [NAME] | 2012-02-22 09:26:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | replaced old laptop with new | [NAME]
2012-02-21 05:40:08 | 2012-02-21 11:11:39 | INC0019633 | 5 - Medium | Service Request | Resolved |  | Please replace [NAME], (EHS) laptop with new. | Glenys Jones | Deskside - Liverpool | Laptop | Hardware | Computer | Request/Replace | True | burgesst |  | Terence Burgess | 2012-02-21 05:41:37 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Laptop replaced and all migrations performed. | Terence Burgess
2012-02-21 05:42:51 | 2012-02-21 11:12:02 | INC0019634 | 5 - Medium | Service Request | Resolved |  | Please replace [NAME], (EHS) laptop with new. | Terence Burgess | Deskside - Liverpool | Laptop | Hardware | Computer | Request/Replace | True | burgesst |  | Terence Burgess | 2012-02-21 05:44:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Laptop replaced and all migrations performed. | Terence Burgess
2012-02-21 05:44:58 | 2012-02-21 11:12:45 | INC0019635 | 5 - Medium | Service Request | Resolved |  | Please replace [NAME], (MST) laptop with new. | Terence Burgess | Deskside - Liverpool | Laptop | Hardware | Computer | Request/Replace | True | burgesst |  | Terence Burgess | 2012-02-21 05:50:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Laptop replaced and all migrations performed. | Terence Burgess
2012-02-21 06:06:41 | 2012-02-21 06:20:23 | INC0019637 | 5 - Medium | Service Request | Resolved |  | User needs access to UKQAD database. | [NAME] | Service Desk | Aegis (Prod) | Applications | Business Applications | Configuration | True | PennS |  |  |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | User needs access to UKQAD database.  Advised user she would have to find QADUK in the GAL and send a email directly to them. | [NAME]
2012-02-21 06:19:27 | 2012-02-23 09:49:41 | INC0019638 | 5 - Medium | Service Request | Resolved |  | White list a website (ScanSafe) | [NAME] | Security Team | Windows XP | Applications | Business Applications | Configuration | True | HartL |  | [NAME] | 2012-02-21 06:55:52 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Added the site the ScanSafe whitelist. | [NAME]
2012-02-21 06:23:41 | 2012-02-21 11:13:05 | INC0019640 | 5 - Medium | Service Request | Resolved |  | Please replace [NAME] (MST) laptop with new. | [NAME] | Deskside - Liverpool | Laptop | Hardware | Computer | Request/Replace | True | burgessch |  | Terence Burgess | 2012-02-21 06:27:41 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Laptop replaced and all migrations performed. | Terence Burgess
2012-02-21 06:28:17 | 2012-02-21 11:13:24 | INC0019641 | 5 - Medium | Service Request | Resolved |  | Please replace [NAME], (QA) laptop with new | Terence Burgess | Deskside - Liverpool | Laptop | Hardware | Computer | Request/Replace | True | burgesst |  | Terence Burgess | 2012-02-21 06:30:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Laptop replaced and all migrations performed. | Terence Burgess
2012-02-21 06:30:50 | 2012-02-21 11:13:34 | INC0019642 | 5 - Medium | Service Request | Resolved |  | Please replace [NAME], (QA) workstation with new. | [NAME] | Deskside - Liverpool | Laptop | Hardware | Computer | Request/Replace | True | burgesst |  | Terence Burgess | 2012-02-21 06:32:46 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 |  |  | Terence Burgess
2012-02-21 06:33:03 | 2012-02-21 11:22:11 | INC0019643 | 5 - Medium | Service Request | Resolved |  | Please replace [NAME], (Supply Chain) laptop with new. | [NAME] | Deskside - Liverpool | Laptop | Hardware | Computer | Request/Replace | True | burgesst |  | Terence Burgess | 2012-02-21 06:35:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Laptop replaced and all migrations performed. | Terence Burgess
2012-02-21 06:34:06 | 2012-02-21 10:28:22 | INC0019644 | 5 - Medium | Service Request | Resolved |  | Adjustments to Groups in ServiceNow | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | Account Admin | Modify | Group | True | TansindaC |  | [NAME] | 2012-02-21 06:35:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] and [NAME] have been removed and [NAME] has been added to the DeskSide Liverpool support group as requested | [NAME]
2012-02-21 06:36:10 |  | INC0019645 | 5 - Medium | Service Request | Assigned |  | Please replace [NAME], (QA) laptop with new. | [NAME] | Deskside - Liverpool | Laptop | Hardware | Computer | Request/Replace | True | BaileyS |  | [NAME] | 2012-02-21 06:39:15 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 06:41:16 | 2012-02-21 11:22:58 | INC0019646 | 5 - Medium | Service Request | Resolved |  | Please replace [NAME], (QA) laptop with new. | Julia Couchman | Deskside - Liverpool | Laptop | Hardware | Computer | Request/Replace | True | burgesst |  | Terence Burgess | 2012-02-21 06:44:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Laptop replaced and all migrations performed. | Terence Burgess
2012-02-21 07:03:10 | 2012-02-21 07:38:48 | INC0019647 | 5 - Medium | Incident | Resolved |  | Not able to logon to the computer - locked out. | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | General | Access | True | GoukerJ |  | Stephanie Hightower | 2012-02-21 07:08:55 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Unlocked clients account in AD. She was able to log in. | Stephanie Hightower
2012-02-21 07:09:24 | 2012-02-21 14:52:37 | INC0019648 | 5 - Medium | Incident | Resolved |  | Not able to login to email acount | [NAME] | Accounts Administration | Outlook 2003 | Applications | Outlook | Access | True | StilesH |  | [NAME] | 2012-02-21 07:52:09 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 1 | Solved (Permanently) | Extended both accounts. | [NAME]
2012-02-21 07:20:50 | 2012-02-21 07:29:26 | INC0019649 | 5 - Medium | Service Request | Resolved |  | Password reset | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | True | KrittJ |  | [NAME] | 2012-02-21 07:29:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I reset [NAME]'s password, unlocked his account and left his new password on his voicemail. | [NAME]
2012-02-21 07:21:57 | 2012-02-21 15:00:08 | INC0019650 | 5 - Medium | Incident | Resolved |  | GBLI1ASV001 application is down | [NAME] | Intel Server Support | GBLI1VMP001 | Applications | Business Applications | Fault/Error | True | TranTh |  |  | 2012-02-21 14:01:08 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Per requestor, resolving ticket as server is back up. | Thuan Tran
2012-02-21 07:27:45 |  | INC0019651 | 5 - Medium | Service Request | Pending | Pending Customer | Off Board Maureen Canavan | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | KulakA |  | [NAME] | 2012-02-21 07:30:04 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 07:30:29 | 2012-02-22 09:35:43 | INC0019652 | 5 - Medium | Service Request | Resolved |  | Off Board Maureen Canavan | [NAME] | Voice | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | RobertsTr |  | [NAME] | 2012-02-21 07:34:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account removed from the system. | [NAME]
2012-02-21 07:32:28 | 2012-02-21 07:48:19 | INC0019654 | 5 - Medium | Service Request | Resolved |  | lid close settings | [NAME] | Service Desk | Windows XP | Applications | OS | Configuration | True | KrittJ |  | [NAME] | 2012-02-21 07:48:19 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I remoted in and set his laptop to do nothing on lid close | [NAME]
2012-02-21 07:34:09 |  | INC0019655 | 5 - Medium | Service Request | In Progress |  | Off Board Maureen Canavan | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | DunhamAv |  | Avinash Dunham | 2012-02-21 07:36:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 07:35:31 | 2012-02-21 07:38:49 | INC0019656 | 5 - Medium | Service Request | Resolved |  | QAD helpdesk | Terence Burgess | Service Desk | CI Not Found | Account Admin | Modify | Account | True | PennS |  | [NAME] | 2012-02-21 07:38:49 | 00:00:00 |  | QAD | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Please refer to KB article attached to ticket._x000D_ | [NAME]
2012-02-21 07:37:19 | 2012-02-22 14:51:27 | INC0019657 | 5 - Medium | Service Request | Resolved |  | New Hire, [NAME], Eff Date: 2/16/12 - (2330) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-21 07:39:01 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account created and tickets routed to voice and deskside for completion | [NAME]
2012-02-21 07:39:03 | 2012-02-21 11:25:57 | INC0019658 | 5 - Medium | Service Request | Resolved |  | setup meeting room 1 projector for [NAME] | [NAME] | Deskside - Liverpool | Laptop | Network | Wired | Access Request | True | burgesst |  | Terence Burgess | 2012-02-21 07:41:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Network port patched and cable presented. Laptop connected to projector and all confirmed as working. | Terence Burgess
2012-02-21 07:42:46 | 2012-02-23 04:00:52 | INC0019660 | 5 - Medium | Service Request | Resolved |  | software license | Terence Burgess | Deskside - Liverpool | CI Not Found | Applications | Business Applications | Software Install | True | burgesst |  | Terence Burgess | 2012-02-21 12:24:58 | 00:00:00 |  | Adobe | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Licenses have been purchased from vendor | Terence Burgess
2012-02-21 07:47:10 | 2012-02-21 13:09:03 | INC0019661 | 5 - Medium | Service Request | Resolved |  | Off Board [NAME] | Bradley Peters | Voice | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | RobertsTr |  | [NAME] | 2012-02-21 07:49:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account removed from the system... | [NAME]
2012-02-21 07:47:16 | 2012-02-22 08:08:58 | INC0019662 | 5 - Medium | Incident | Resolved | Pending Customer | Outlook Issues | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | True | HeathC |  | [NAME] | 2012-02-21 07:51:28 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Per email from [NAME] (EU); Hi [NAME]. Sorry, I was late getting in today. The problem seems to be fixed, and thanks again for all of your help!_x000D_ [NAME] | [NAME]
2012-02-21 07:49:50 |  | INC0019663 | 5 - Medium | Service Request | In Progress |  | Off Board [NAME] | Bradley Peters | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | GeorgeMa |  | [NAME] | 2012-02-21 07:51:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 07:59:02 | 2012-02-21 09:02:58 | INC0019664 | 5 - Medium | Incident | Resolved |  | User Account Expired | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | General | General | True | HallW |  | [NAME] | 2012-02-21 09:02:58 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | instructed user that his username is case sensative and to use a capital B and a capital J. | [NAME]
2012-02-21 07:59:59 |  | INC0019665 | 5 - Medium | Service Request | Pending | Pending Customer | Off Board [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-21 08:02:25 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 08:00:57 | 2012-02-21 08:10:26 | INC0019667 | 5 - Medium | Service Request | Resolved |  | requested guest wireless password. | Nita Sureka | Service Desk | CI Not Found | Network | Wireless | Access Request | True | HallW |  | [NAME] | 2012-02-21 08:10:26 | 00:00:00 |  | guest wireless | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | provided user with guest wireless password. | [NAME]
2012-02-21 08:02:33 | 2012-02-21 13:10:54 | INC0019668 | 5 - Medium | Service Request | Resolved |  | Off Board [NAME] | [NAME] | Voice | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | RobertsTr |  | [NAME] | 2012-02-21 08:04:24 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account removed from the system... | [NAME]
2012-02-21 08:03:16 | 2012-02-21 09:29:46 | [NAME] | 5 - Medium | Service Request | Resolved |  | Account Expired | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-21 08:05:39 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Removed expiration. | [NAME]
2012-02-21 08:04:17 | 2012-02-21 09:29:07 | INC0019670 | 5 - Medium | Incident | Resolved | Pending Customer | Account is expired. Needs to have it re-enabled | Pritish Nawlakhe | Accounts Administration | AD (Active Directory) Account | Account Admin | General | Access | True | StilesH |  | [NAME] | 2012-02-21 09:15:48 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 1 | Solved (Permanently) | Extended account to May 22. | [NAME]
2012-02-21 08:04:35 |  | INC0019671 | 5 - Medium | Service Request | In Progress |  | Off Board [NAME] | [NAME] | Deskside - Field Sales | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | HillJos |  | [NAME] | 2012-02-21 08:06:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 08:13:01 |  | [NAME] | 5 - Medium | Service Request | In Progress |  | New Hire, [NAME], Eff Date: 2/14/12 - please setup voice on ext 81226 | [NAME] | IMAC Coordinator | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | HerronG |  | [NAME] | 2012-02-22 09:47:18 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-21 08:14:07 | 2012-02-21 08:16:42 | INC0019674 | 5 - Medium | Incident | Resolved |  | MI Major alert | [NAME] | Service Desk | MD1AS096 | Server/Data Center | Hardware | Performance | True | TorrenceA |  | [NAME] | 2012-02-21 08:16:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Ticket Created | [NAME]
2012-02-21 08:14:15 | 2012-02-21 13:13:02 | INC0019675 | 5 - Medium | Service Request | Resolved |  | Off Board Gregory Adan | [NAME] | Voice | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-21 08:23:58 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts disabled, child tickets closed. | [NAME]
2012-02-21 08:15:55 |  | INC0019676 | 5 - Medium | Service Request | Assigned |  | Account expired | Curtis Lam | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Account | True | KrittJ |  | [NAME] | 2012-02-21 08:20:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 08:16:02 | 2012-02-21 09:17:52 | INC0019677 | 5 - Medium | Service Request | Resolved |  | New Hire, [NAME], Eff Date: 2/16/12 - Please setup desktop, | [NAME] | IMAC Coordinator | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | HerronG |  | [NAME] | 2012-02-21 08:39:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | GH, OBF 13178, needs computer only._x000D_ T420_x000D_ Green Tag - 4890494_x000D_ S/N - MD1R8-XE8ZB | [NAME]
2012-02-21 08:18:07 | 2012-02-21 11:23:42 | INC0019678 | 5 - Medium | Service Request | Resolved |  | Please replace two workstations in QADS. | Terence Burgess | Deskside - Liverpool | Desktop | Hardware | Computer | Request/Replace | True | burgesst |  | Terence Burgess | 2012-02-21 08:19:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Workstations replaced and all migrations performed. | Terence Burgess
2012-02-21 08:19:59 | 2012-02-22 10:11:30 | INC0019679 | 5 - Medium | Service Request | Resolved |  | install [NAME] | [NAME] | Deskside - Liverpool | CI Not Found | Applications | COTS | Install/Remove | True | BaileyS |  | [NAME] | 2012-02-22 09:27:08 | 00:00:00 |  | Lync | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | instsalled MS Lync | [NAME]
2012-02-21 08:21:37 | 2012-02-21 08:26:51 | INC0019681 | 5 - Medium | Incident | Resolved |  | Not able to get logged in to system with new password | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | General | General | True | HightowerS |  | Stephanie Hightower | 2012-02-21 08:23:50 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Reset the password in AD._x000D_ Left a voice message for client with new password. | Stephanie Hightower
2012-02-21 08:24:22 | 2012-02-22 15:41:16 | INC0019684 | 5 - Medium | Service Request | Resolved |  | Off Board Gregory Adan | [NAME] | Deskside - California | AD (Active Directory) Account | Account Admin | Provisioning | Departure (Off-Boarding) | True | StilesH |  | [NAME] | 2012-02-21 08:26:37 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts disabled, child tickets closed. | [NAME]
2012-02-21 08:31:03 | 2012-02-21 08:56:26 | INC0019685 | 5 - Medium | Incident | Resolved |  | Not able to establish Remote Desktop Connection to server sbymas081&sbymas082 | [NAME] | Service Desk | NuGenesis US (Prod) | Applications | Business Applications | Access | True | TchaboJ |  |  | 2012-02-21 10:10:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | these are AIX servers RDP does not work. | [NAME]
2012-02-21 08:31:24 | 2012-02-21 15:21:55 | INC0019686 | 5 - Medium | Incident | Resolved |  | Password Not Updated on Laptop | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | General | General | True | [NAME] |  | [NAME] | 2012-02-21 08:32:39 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | Instructed user to go to Medi Location to update her laptop password. She lives right across the street from one so she said she would call if she could not get in. | [NAME]
2012-02-21 08:31:37 | 2012-02-21 08:33:46 | INC0019687 | 5 - Medium | Service Request | Resolved | Pending Customer | Node down alerts | [NAME] | Service Desk | USAHSMEDI045 | Server/Data Center | Database/System | Access Request | True | TorrenceA |  | [NAME] | 2012-02-21 08:33:46 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Ticket created | [NAME]
2012-02-21 08:33:36 | 2012-02-21 10:48:40 | INC0019688 | 5 - Medium | Service Request | Resolved |  | Account expired | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | [NAME] |  | Rankit Thakkar | 2012-02-21 09:43:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account Extended till May 17, 2012 | Rankit Thakkar
2012-02-21 08:34:39 | 2012-02-21 08:39:06 | INC0019689 | 5 - Medium | Incident | Resolved |  | Not able to access his H:Drive | [NAME] | Service Desk | CI Not Found | Account Admin | General | Access | True | HightowerS |  | Stephanie Hightower | 2012-02-21 08:39:06 | 00:00:00 |  | Home drive | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | While on the call, the client was able to locate his files and access them._x000D_ Closing this request | Stephanie Hightower
2012-02-21 08:35:13 |  | INC0019690 | 5 - Medium | Incident | In Progress |  | issue with the \\ca1ps001\CA1_297_O100_ECOPY printer  in Mountain View. | [NAME] | Deskside - California | Printer | Printing | Hardware | Performance | True | liceaj |  | [NAME] | 2012-02-21 08:36:11 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 08:36:28 | 2012-02-21 09:06:01 | INC0019692 | 5 - Medium | Service Request | Resolved |  | New Hire, [NAME], [NAME]: 2/20/12 - (7254) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-21 08:37:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Completed account creation | [NAME]
2012-02-21 08:36:32 | 2012-02-23 10:31:36 | INC0019693 | 5 - Medium | Incident | Resolved |  | Issue with phone at desk | [NAME] | Deskside - Liverpool | [NAME] | Telephony | [NAME] | Performance | True | burgesst |  | Terence Burgess | 2012-02-21 08:38:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] account setup, tested and working. | Terence Burgess
2012-02-21 08:38:59 | 2012-02-21 11:24:40 | INC0019695 | 5 - Medium | Service Request | Resolved |  | Liverpool: Printer connections | [NAME] | Deskside - Liverpool | Printer | Printing | Hardware | Configuration | True | burgesst |  | Terence Burgess | 2012-02-21 08:39:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Printers setup in local profile on [NAME] workstation as requested. | Terence Burgess
2012-02-21 08:40:49 |  | INC0019698 | 5 - Medium | Service Request | Assigned |  | Liverpool: Please install Snag-it for the following end users | [NAME] | Deskside - Liverpool | CI Not Found | Applications | COTS | Install/Remove | True | burgesst |  | [NAME] | 2012-02-21 08:42:21 | 00:00:00 |  | [NAME] | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 08:46:25 |  | INC0019700 | 5 - Medium | Service Request | In Progress |  | Phone Activation Request for Carlanda Jones | [NAME] | Accounts Administration | CI Not Found | Telephony | [NAME] | Configuration | True | StilesH |  | [NAME] | 2012-02-22 10:56:28 | 00:00:00 |  | Phone | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 08:47:16 | 2012-02-21 15:10:35 | INC0019701 | 5 - Medium | Incident | Resolved |  | laptop won't power on | Dhanesh Gadre | Deskside - Gaithersburg | Windows XP | Hardware | Computer | Outage | True | DunhamAv |  | Avinash Dunham | 2012-02-21 08:55:13 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User came to iTech and we reseated the battery and then the computer turned back on. | Avinash Dunham
2012-02-21 08:51:55 | 2012-02-23 10:24:43 | INC0019702 | 5 - Medium | Incident | Resolved | Pending Customer | WIN SCP login issue | [NAME] | Intel Server Support | SFTP | Applications | Business Applications | Access | True | TchaboJ |  | [NAME] | 2012-02-21 11:02:13 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | The user reported that the issue was not a problem anymore. | [NAME]
2012-02-21 08:52:50 | 2012-02-21 09:15:07 | INC0019703 | 5 - Medium | Incident | Resolved |  | Can't access Excel or Outlook without it crashing. | [NAME] | Service Desk | CI Not Found | Applications | COTS | Access | True | HightowerS |  | Stephanie Hightower | 2012-02-21 08:56:06 | 00:00:00 |  | Micsoft office applications | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Remoted to clients machine. _x000D_ Removed the office file validation add in from the control panel / add-remove programs_x000D_ Had client ensure she was able to access the documents with no issues._x000D_ Disconnected webex meeting. | Stephanie Hightower
2012-02-21 08:58:56 |  | INC0019707 | 5 - Medium | Service Request | Pending | Pending Customer | New Hire - Lori Stapleton, 2/20/12 - Please setup voice ext 81227 | [NAME] | Voice | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | RobertsTr |  | [NAME] | 2012-02-21 09:00:22 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 09:01:35 |  | INC0019708 | 5 - Medium | Incident | Assigned |  | [NAME] Issues | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | True | TorrenceA |  | [NAME] | 2012-02-21 09:04:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 09:08:20 | 2012-02-21 09:33:43 | INC0019713 | 5 - Medium | Service Request | Resolved |  | On-Boarding [NAME] (2/21/12) | April Lopez | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | NguyenQ |  | [NAME] | 2012-02-21 09:10:39 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | An Active Directory account and Exchange account has been created for [NAME]. | [NAME]
2012-02-21 09:08:51 | 2012-02-21 09:12:31 | INC0019714 | 5 - Medium | Service Request | Resolved |  | Unlock OPS Account | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Access | True | StallingsT |  | [NAME] | 2012-02-21 09:12:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Went to AD _x000D_ Serached for users account_x000D_ Unlocked account_x000D_ User was able to log in | [NAME]
2012-02-21 09:11:22 | 2012-02-21 09:22:34 | INC0019715 | 5 - Medium | Incident | Resolved |  | Symantec AntiVirus Notification | [NAME] | Service Desk | Symantec Anti Virus | Applications | Business Applications | Fault/Error | True | TorrenceA |  | [NAME] | 2012-02-21 09:15:15 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Informed user that all was well. | [NAME]
2012-02-21 09:14:55 | 2012-02-21 09:18:10 | INC0019718 | 5 - Medium | Service Request | Resolved |  | Problems Accessing H: Drive | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Home Folder | True | [NAME] |  | [NAME] | 2012-02-21 09:15:44 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Remapped her H drive to the correct location. | [NAME]
2012-02-21 09:14:56 |  | INC0019719 | 4 - High | Incident | Transferred |  | Folder on "I" drive is empty | [NAME] | SAN Storage Support | AD (Active Directory) Account | Network/Connectivity | Network Device | Access | True | KrittJ |  |  | 2012-02-21 09:33:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 09:15:08 | 2012-02-21 09:21:30 | INC0019721 | 5 - Medium | Incident | Resolved |  | no network access | Tyrell Rivers | Service Desk | Router | Network/Connectivity | Network Device | Access | True | HallW |  | [NAME] | 2012-02-21 09:21:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | informed user that this is a known issue and is being worked on currently. | [NAME]
2012-02-21 09:16:13 |  | INC0019723 | 5 - Medium | Service Request | Pending | Pending Customer | Equipment for New Hire ([NAME], 2/21/12) | April Lopez | Accounts Administration | AD (Active Directory) Account | Hardware | Computer | Request/Replace | True | NguyenQ |  | [NAME] | 2012-02-21 09:27:24 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 09:17:04 | 2012-02-21 09:49:04 | INC0019724 | 5 - Medium | Incident | Resolved |  | Locked Out of Network | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | General | Access | True | HeathC |  | [NAME] | 2012-02-21 09:21:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - Kathy's account was locked out. I unlocked account and confirmed she was able to log in. | [NAME]
2012-02-21 09:18:57 | 2012-02-22 15:06:18 | INC0019725 | 5 - Medium | Service Request | Resolved |  | New Hire - Lisa Galentine - 2/16/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | KellyPa |  | [NAME] | 2012-02-21 09:26:46 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account creation completed and ticket routed to voice/deskside for setup -INC0020492 | [NAME]
2012-02-21 09:19:02 | 2012-02-21 09:48:47 | INC0019726 | 5 - Medium | Incident | Resolved |  | Co | [NAME] | Service Desk | Windows XP | Applications | OS | Fault/Error | True | StallingsT |  | [NAME] | 2012-02-21 09:48:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Ran GPupdate/ force.....twice._x000D_ | [NAME]
2012-02-21 09:20:18 | 2012-02-22 11:10:24 | INC0019727 | 5 - Medium | Service Request | Resolved |  | J drive doesn't have the most up to date information | Eva-Karin Filliben | Service Desk | MD1FS011 | Applications | OS | Configuration | True | KrittJ |  | [NAME] | 2012-02-22 10:36:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 5 | Solved (Permanently) | I mapped the drive and Eva was able to access it, she will call back if she has any additional problems with this. | [NAME]
2012-02-21 09:21:41 | 2012-02-21 09:33:02 | INC0019728 | 5 - Medium | Incident | Resolved |  | Error Message when trying to send from Desktop | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | True | HeathC |  | [NAME] | 2012-02-21 09:23:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I turned [NAME] on._x000D_ - This resolved issue and she is now able to send email. | [NAME]
2012-02-21 09:27:52 |  | INC0019729 | 5 - Medium | Service Request | Pending | Pending Customer | New Hire, [NAME], Eff Date: 2/20/12 - please assign voice ext 81229 | [NAME] | Voice | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | RobertsTr |  | [NAME] | 2012-02-21 09:42:52 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 09:30:20 | 2012-02-21 09:58:57 | INC0019730 | 5 - Medium | Service Request | Resolved |  | [NAME] | [NAME] | Service Desk | [NAME] 2003 | Applications | COTS | Install/Remove | True | PerryA |  | [NAME] | 2012-02-21 09:31:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | this install is complete | [NAME]
2012-02-21 09:31:11 | 2012-02-21 09:56:24 | INC0019732 | 5 - Medium | Incident | Resolved |  | air card not working | [NAME] | Deskside - Field Sales | CI Not Found | Hardware | Peripheral | Outage | True | AkpanEm |  | [NAME] | 2012-02-21 09:37:24 | 00:00:00 |  | at&t air card | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Spoke with user and informed him that I will e-mail him the help desk number. So he can get a replacement air card. | [NAME]
2012-02-21 09:31:20 | 2012-02-21 12:21:49 | INC0019733 | 5 - Medium | Incident | Resolved |  | cannot print when printer prompts for specific type of paper. | [NAME] | Executive Support | Printer | Printing | Hardware | Fault/Error | True | SaghriF |  | Farzin Saghri | 2012-02-21 09:38:55 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Educated users on how to print out A4 papers via ECOPY printers. PDF document printed out as intended. Issue resolved. | Farzin Saghri
2012-02-21 09:32:07 | 2012-02-21 09:39:25 | INC0019734 | 5 - Medium | Incident | Resolved |  | Not able to get Outlook connected to the network | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Access | True | HightowerS |  | Stephanie Hightower | 2012-02-21 09:39:25 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | The system restart allowed [NAME] to reconnect to the network._x000D_ Client is now able to access her emails. | Stephanie Hightower
2012-02-21 09:33:15 |  | INC0019735 | 5 - Medium | Service Request | Pending | Assigned External | Requested a PRID | [NAME] | Service Desk | CI Not Found | Other | Other | Other | True | HeathC | 2931452 | [NAME] | 2012-02-21 09:42:46 | 00:00:00 |  | PRID Request | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 09:34:14 | 2012-02-21 09:36:23 | [NAME] | 5 - Medium | Incident | Resolved |  | Insight Password Change | [NAME] | Service Desk | Insight | Account Admin | General | Access | True | [NAME] |  | [NAME] | 2012-02-21 09:35:08 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Changed her password. | [NAME]
2012-02-21 09:36:01 | 2012-02-21 11:48:03 | INC0019737 | 5 - Medium | Service Request | Resolved |  | No [NAME] or Juniper Installed on new laptop. | [NAME] | [NAME] | OnTheGo | Applications | Business Applications | Install/Remove | True | BryersA |  | [NAME] | 2012-02-21 11:28:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Installed java fixed IE and set up onthego and now the user is all set | [NAME]
2012-02-21 09:40:04 | 2012-02-21 10:01:52 | INC0019740 | 5 - Medium | Service Request | Resolved |  | On-Boarding NeVaughn Brown (2/21/12) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | NguyenQ |  | [NAME] | 2012-02-21 09:43:13 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | An Active Directory account and Exchange account has been created for NeVaughn Brown. | [NAME]
2012-02-21 09:43:52 | 2012-02-21 11:37:15 | INC0019741 | 5 - Medium | Service Request | Resolved |  | New Hire, [NAME], Eff Date: 2/20/12 - Please setup computer | [NAME] | IMAC Coordinator | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | HerronG |  | [NAME] | 2012-02-21 11:09:57 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | gh, set up computer and phone at user's cube._x000D_ Green Tag - 4890530  t420_x000D_ S/N MD1R8-XE8ZT | [NAME]
2012-02-21 09:46:31 |  | INC0019743 | 5 - Medium | Incident | In Progress |  | calibration manager | [NAME] | CZ - G&A - Support | Calibration Manager (Dev) | Server/Data Center | Database/System | Fault/Error | True | SahooA |  | Amit Sahoo | 2012-02-21 09:52:35 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 09:46:33 | 2012-02-21 10:00:20 | INC0019744 | 5 - Medium | Incident | Resolved |  | user does not have access to home drive. | Preeta Dasgupta | Service Desk | CI Not Found | Network/Connectivity | Network Device | Access | True | [NAME] |  | [NAME] | 2012-02-21 10:17:36 | 00:00:00 |  | home folder | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Added user to Dept-Research-Maryland Group. | Rankit Thakkar
2012-02-21 09:54:00 | 2012-02-21 10:58:56 | INC0019746 | 5 - Medium | Service Request | Resolved | Pending Customer | New employee [NAME] needs Insight password reset | [NAME] | Service Desk | Insight | Applications | Business Applications | [NAME] | True | HeathC |  | [NAME] | 2012-02-21 09:57:57 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk |  | [NAME]
2012-02-21 09:59:18 | 2012-02-21 11:06:47 | INC0019749 | 5 - Medium | Incident | Resolved |  | Laptop will not boot | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Performance | True | DykstraC |  | Case Dykstra | 2012-02-21 10:10:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | cd-changed drive config to compatibility, set to AHCI, resolved | Case Dykstra
2012-02-21 10:05:30 | 2012-02-21 10:09:35 | INC0019751 | 5 - Medium | Incident | Resolved |  | outlook not connected | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Performance | True | KrittJ |  | [NAME] | 2012-02-21 10:08:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Had [NAME] deselect work offline and his emails came in | [NAME]
2012-02-21 10:12:27 | 2012-02-21 10:29:18 | INC0019755 | 5 - Medium | Service Request | Resolved | Assigned External | Restore David's H: drive to \\MD1FS019\ResLabData\PfarrD | [NAME] | Storage Restore Team | MD1FS019 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | TirrellR | INC000002722815 |  | 2012-02-21 10:17:34 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Duplicate of 19544 | [NAME]
2012-02-21 10:13:52 | 2012-02-21 11:04:10 | INC0019756 | 5 - Medium | Service Request | Resolved | Pending Customer | Extend Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | [NAME] |  | Rankit Thakkar | 2012-02-21 10:14:49 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account has been extended till May 21, 2012. | Rankit Thakkar
2012-02-21 10:14:07 | 2012-02-21 10:54:15 | [NAME] | 5 - Medium | Incident | Resolved |  | Unable to access H: Drive | [NAME] | Accounts Administration | Sharepoint (Dev) | Applications | Business Applications | Access | True | [NAME] |  | Rankit Thakkar | 2012-02-21 10:29:57 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Gave user proper access to their H: Drive folder._x000D_ _x000D_ User MUST log-out and log-in to see the changes. | Rankit Thakkar
2012-02-21 10:15:28 | 2012-02-21 10:23:29 | INC0019758 | 5 - Medium | Service Request | Resolved |  | Network password reset | [NAME] Givi | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | True | KrittJ |  | [NAME] | 2012-02-21 10:23:29 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] password and left it on his voicemail. | [NAME]
2012-02-21 10:17:56 | 2012-02-21 10:30:38 | INC0019759 | 5 - Medium | Service Request | Resolved |  | User cannot log into elements | [NAME] | Service Desk | Elements | Applications | Business Applications | How To | True | [NAME] |  | [NAME] | 2012-02-21 10:29:13 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | login worked | [NAME]
2012-02-21 10:18:39 | 2012-02-21 11:12:39 | INC0019760 | 5 - Medium | Service Request | Resolved |  | user needs to remotely setup call forwarding. | [NAME] | Service Desk | CI Not Found | Telephony | [NAME] | Configuration | True | HallW |  | [NAME] | 2012-02-21 10:43:17 | 00:00:00 |  | [NAME]/call forwarding | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | provided user with the information she requested to set up her call forwarding remotely. _x000D_ | [NAME]
2012-02-21 10:19:57 | 2012-02-21 11:46:50 | INC0019761 | 5 - Medium | Incident | Resolved |  | Issues in opening documents | [NAME] | Service Desk | Excel 2003 | Applications | COTS | Fault/Error | True | TorrenceA |  | [NAME] | 2012-02-21 10:21:12 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | opened word,excel, and ppt in safe mode. attempted to open files again the problem did not occur. | [NAME]
2012-02-21 10:20:46 |  | INC0019762 | 5 - Medium | Service Request | Assigned | Assigned External | File restore | [NAME] | Storage Restore Team | MD3AS031 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | rheringhaus | INC000002799004 |  | 2012-02-21 10:22:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 10:23:43 |  | INC0019764 | 5 - Medium | Service Request | Pending | Assigned External | Network login PRID ("KZDZ109") expiry date to be extended | [NAME] | Service Desk | CI Not Found | Account Admin | New | Account | True | StallingsT | 3041900 | [NAME] |  | 00:00:00 |  | AZ PRID Account | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 10:26:51 | 2012-02-21 10:40:15 | INC0019765 | 5 - Medium | Service Request | Resolved |  | Password reset | [NAME] | Service Desk | Ad Promo (Prod) | Account Admin | Reset | Password | True | KrittJ |  | [NAME] | 2012-02-21 10:40:15 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] password and left it on his voicemail. | [NAME]
2012-02-21 10:29:01 |  | INC0019766 | 5 - Medium | Service Request | Pending | Pending Customer | [NAME] needs password reset for [NAME] | [NAME] | Voice | [NAME] | Telephony | [NAME] | [NAME] | True | RobertsTr |  | [NAME] | 2012-02-21 10:33:04 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 10:31:06 | 2012-02-21 11:26:36 | INC0019767 | 5 - Medium | Service Request | Resolved |  | [NAME] needs her monitor moved | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Configuration | True | DunhamAv |  | Avinash Dunham | 2012-02-21 10:45:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | IT does not move equipment to new locations, User will need to move equipment or contact facilities to move the requested equipment. | Avinash Dunham
2012-02-21 10:31:12 |  | INC0019769 | 5 - Medium | Service Request | Pending | Pending Part | Move servers to the proper group | [NAME] | Intel Server Support | CI Not Found | Hardware | Computer | Configuration | True | FoerterL |  | [NAME] | 2012-02-21 11:02:13 | 00:00:00 |  | Server move | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 10:31:17 |  | INC0019770 | 5 - Medium | Incident | Pending | Pending Customer | Unable to mount storage from  md1fs019 | [NAME] | Storage Backup Team | SANA | Server/Data Center | Database/System | Fault/Error | True | SchultzD |  | [NAME] | 2012-02-21 10:39:13 | 00:00:00 |  |  | 2 to 20 Users Affected | [NAME] | False | 0
2012-02-21 10:32:20 | 2012-02-21 12:16:51 | INC0019771 | 5 - Medium | Service Request | Resolved |  | [NAME] | [NAME] Givi | Deskside - California | [NAME] | Telephony | [NAME] | [NAME] | True | MaggioloM |  | [NAME] | 2012-02-21 12:16:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | [NAME] reset the VM Password and sent to customer via email. Assigned to [NAME] and set to resolved | [NAME]
2012-02-21 10:34:12 | 2012-02-21 12:16:06 | INC0019772 | 5 - Medium | Service Request | Resolved |  | Needs account extended for [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | TutuM |  | [NAME] | 2012-02-21 10:55:44 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Account extended until 5/21/12. Email sent to [NAME]. | [NAME]
2012-02-21 10:36:43 | 2012-02-22 11:59:11 | INC0019773 | 5 - Medium | Service Request | Resolved |  | User requesting access to shared drive for consultant | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Access | True | PacuanL |  | [NAME] | 2012-02-21 11:10:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User requested to have it restricted to Stockpilling RFP 2012 folder only. Assigned [NAME] only on [NAME] RFP 2012 folder only. | [NAME]
2012-02-21 10:40:55 |  | INC0019776 | 5 - Medium | Service Request | In Progress |  | User needs a phone account set up for consultant | [NAME] | Deskside - Gaithersburg | [NAME] | Hardware | Peripheral | Request/Replace | True | GeorgeMa |  | [NAME] | 2012-02-21 12:09:13 | 00:00:00 |  | Telephone | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 10:41:46 |  | INC0019777 | 5 - Medium | Service Request | Pending | Pending Customer | [NAME] | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | True | HeathC |  | [NAME] | 2012-02-21 10:50:52 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 10:47:24 | 2012-02-21 10:53:55 | INC0019778 | 5 - Medium | Incident | Resolved |  | User iPhone not working | [NAME] | Executive Support | Cell Phone | Telephony | Line/Circuit | Fault/Error | True | ElliottS |  | Stefon Elliott | 2012-02-21 10:53:55 | 00:00:00 |  |  | 1-2 Users Affected | Stefon Elliott | False | 0 | Solved (Permanently) | Reactivate user iPhone though MDM Activation. After doing so user was able to receive email without incident. No further action required. | Stefon Elliott
2012-02-21 10:48:02 |  | [NAME] | 5 - Medium | Incident | In Progress |  | laptop will not boot into windows. | [NAME] | Deskside - Field Sales | Desktop | Hardware | Computer | Fault/Error | True | HillJos |  | [NAME] | 2012-02-21 11:09:25 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 10:49:11 | 2012-02-21 12:45:23 | INC0019780 | 5 - Medium | Incident | In Progress |  | User is having difficulties logging into onthego due to her internet connection | [NAME] | Deskside - Field Sales | OnTheGo | Network/Connectivity | Remote | Performance | True | HillJos |  | [NAME] | 2012-02-22 08:20:24 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 3 | Solved (Permanently) | Instructed user to delete cookies/history/temporary internet files. Informed the user how to run a defragmentation. | [NAME]
2012-02-21 10:49:31 |  | INC0019781 | 5 - Medium | Service Request | In Progress |  | Reference Manager Install | [NAME] | Deskside - Gaithersburg | Reference Manager (Prod) | Applications | Business Applications | Install/Remove | True | ZhuW |  | [NAME] | 2012-02-21 11:26:58 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 10:50:09 | 2012-02-21 11:11:09 | INC0019782 | 5 - Medium | Service Request | Pending | Pending Customer | New Hire – [NAME], 2/21/12 - Please setup voice ext 81241. | [NAME] | Voice | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | RobertsTr |  | [NAME] | 2012-02-21 11:23:38 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 1 | Solved (Permanently) | An Active Directory account and an Exchange account has been created for [NAME]_ | [NAME]
2012-02-21 10:52:07 | 2012-02-21 14:06:23 | INC0019784 | 5 - Medium | Service Request | Resolved | Pending Customer | Access to [NAME] braggs laptop | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | [NAME] |  | Rankit Thakkar | 2012-02-21 10:55:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Enabled Account till March 6th._x000D_ Left a voice-mail for user with the password and informed that a email should be send if it needs to be extended. _x000D_ Password - Medi501% | Rankit Thakkar
2012-02-21 10:54:14 | 2012-02-21 10:56:06 | INC0019785 | 5 - Medium | Incident | Resolved |  | User Unable to log into laptop | [NAME] | Executive Support | Laptop | Account Admin | General | Fault/Error | True | ElliottS |  | Stefon Elliott | 2012-02-21 10:56:06 | 00:00:00 |  |  | 1-2 Users Affected | Stefon Elliott | False | 0 | Solved (Permanently) | Changed user password from AD. After doing so, user was able to log into her computer without incident. No further action required. | Stefon Elliott
2012-02-21 10:58:04 | 2012-02-21 11:00:08 | INC0019787 | 5 - Medium | Incident | Resolved |  | VZ Access Manger Installation | [NAME] | Executive Support | Wireless | Hardware | Mobile Device | General | True | ElliottS |  | Stefon Elliott | 2012-02-21 11:00:08 | 00:00:00 |  |  | 1-2 Users Affected | Stefon Elliott | False | 0 | Solved (Permanently) | Install VZ Access on user machine. After doing so confirm that user is able to use the mobile device. No further action required. | Stefon Elliott
2012-02-21 10:59:11 | 2012-02-21 16:08:48 | INC0019788 | 5 - Medium | Service Request | Resolved | Pending Customer |  | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Install/Remove | True | HeathC |  | [NAME] | 2012-02-21 11:14:37 | 00:00:00 |  | Biosolve | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | - I called [NAME] (EU) and remoted into his using computer using WebEx._x000D_ - I installed Biosolve Process Enterprise v2.0. | [NAME]
2012-02-21 10:59:34 | 2012-02-22 09:41:15 | INC0019789 | 5 - Medium | Service Request | Resolved |  | Temperature Change | [NAME] | Service Desk | CI Not Found | Other | Other | Other | True | StallingsT |  | [NAME] | 2012-02-21 11:06:24 | 00:00:00 |  | Temperature Controls | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Advise caller to contact facilities service desk | [NAME]
2012-02-21 11:01:59 | 2012-02-21 11:04:42 | INC0019790 | 5 - Medium | Incident | Resolved |  | Unable to access images though EZBuy | [NAME] | Executive Support | Laptop | Applications | Business Applications | Performance | True | ElliottS |  | Stefon Elliott | 2012-02-21 11:04:42 | 00:00:00 |  |  | 1-2 Users Affected | Stefon Elliott | False | 0 | Solved (Work Around) | User was unable to access images via EZ Buy. I installed [NAME] on the users profile and the user is now able to access the images, however an error message still pops up. Currently researching to determine why the error message is present. | Stefon Elliott
2012-02-21 11:02:17 |  | INC0019791 | 5 - Medium | Incident | Pending | Pending Customer | User is unable to login to windows account | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | General | Access | True | PerryA |  | [NAME] | 2012-02-21 11:07:09 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 11:02:37 |  | INC0019792 | 5 - Medium | Service Request | Pending | Pending Customer | User receives a beep from Symantic Endpoint Protection multiple times a day. | [NAME] | Service Desk | Symantec End Point Protection (SEP) | Applications | COTS | Request For Information | True | LockS |  | [NAME] | 2012-02-21 11:05:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 11:02:38 |  | INC0019793 | 5 - Medium | Service Request | In Progress |  | slow access to excel on H: drive | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | How To | True | GeorgeMa |  | [NAME] | 2012-02-21 11:50:20 | 00:00:00 |  | Excel on H: drive | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 11:05:01 | 2012-02-21 11:09:52 | INC0019795 | 5 - Medium | Incident | Resolved |  | New printer request | [NAME] | Service Desk | Printer | Hardware | Peripheral | Performance | True | HightowerS |  | Stephanie Hightower | 2012-02-21 11:08:38 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Provided instructions on how to order a printer. She is going to order one and have the service desk install the software when she receives it. | Stephanie Hightower
2012-02-21 11:11:35 | 2012-02-21 11:17:20 | INC0019797 | 5 - Medium | Service Request | Resolved |  | [NAME] | [NAME] | Deskside - Gaithersburg | [NAME] | Telephony | [NAME] | Configuration | True | SuttonJo |  | [NAME] | 2012-02-21 11:13:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-21-12 I have changed the default player to Windows Media Player. Now this has been changed there is no longer an error message when messages are played. | [NAME]
2012-02-21 11:17:41 |  | INC0019801 | 5 - Medium | Service Request | Pending | Assigned External | Users AZ account needs to be made inactive | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Remove | Account | True | JonesDe | 3037372 | [NAME] | 2012-02-21 11:50:24 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 11:22:00 | 2012-02-22 09:27:11 | INC0019803 | 5 - Medium | Service Request | Resolved |  | Open A port | [NAME] | Deskside - Gaithersburg | Laptop | Network | Wired | Access Request | True | GeorgeMa |  | [NAME] | 2012-02-22 09:02:11 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 6 | Solved (Permanently) | Disabled the windows firewall in the domain profile | [NAME]
2012-02-21 11:26:25 | 2012-02-22 10:24:46 | INC0019805 | 5 - Medium | Incident | Resolved |  | [NAME] will intermittently stop working when connected to dock | [NAME] | Deskside - Gaithersburg | [NAME] | Hardware | Peripheral | Fault/Error | True | DykstraC |  | Case Dykstra | 2012-02-21 11:33:37 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | cd-issue no longer occuring | Case Dykstra
2012-02-21 11:31:40 |  | INC0019806 | 5 - Medium | Incident | Assigned |  | Access to calendar in outlook | [NAME] | Service Desk | AD (Active Directory) Account | Applications | Business Applications | Access | True | [NAME] |  | [NAME] | 2012-02-21 12:24:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 11:33:20 | 2012-02-22 09:57:45 | INC0019807 | 5 - Medium | Incident | Resolved |  | Not able to log into OnTheGo | [NAME] | Service Desk | OnTheGo | Account Admin | General | General | True | HightowerS |  | Stephanie Hightower | 2012-02-22 09:57:45 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | Changed the network password in AD, had her log in to OnTheGo and change her password on the GridGuard screen._x000D_ After connecting to the VPN, had her lock the computer and she was able to log back in with the new password she created. _x000D_ Confirmed client was able to access MedImmune web pages before disconnecting the call. | Stephanie Hightower
2012-02-21 11:38:18 | 2012-02-21 17:06:02 | INC0019809 | 4 - High | Incident | Resolved | Pending Customer | MD1AS017 Server Issue | [NAME] | Intel Server Support | MD1AS017 | Server/Data Center | Hardware | Fault/Error | True | AddagatlaT |  | [NAME] | 2012-02-21 11:39:52 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Server is back online._x000D_ _x000D_ The server appears to have had a corrupt registry and C drive that I repaired. In addition, the VMWare tools were not updated (slower performance). Since we were working on the host as well, I updated the AV client to the latest release with the new optimal ruleset. | [NAME]
2012-02-21 11:39:01 | 2012-02-21 11:55:28 | INC0019810 | 5 - Medium | Service Request | Resolved |  | Network passsword reset | [NAME] Givi | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | True | LockS |  | [NAME] | 2012-02-21 11:46:11 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Reset the user's password in Active Directory. Called the Deskside technician who was assisting him and left a voicemail with the new password. | [NAME]
2012-02-21 11:40:54 |  | INC0019811 | 5 - Medium | Service Request | Assigned |  | software review | Wilfredo Rivera | SDD - OP Support | CI Not Found | Applications | Business Applications | s_Business Applications_Request For [NAME] | True | JonesDe |  | [NAME] | 2012-02-21 12:17:53 | 00:00:00 |  | software approval | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 11:43:41 |  | INC0019812 | 5 - Medium | Service Request | In Progress |  | New Hire - Thao Truong - please setup equipment | [NAME] | Deskside - Frederick | AD (Active Directory) Account | Hardware | Computer | Request/Replace | True | BosherB |  | [NAME] | 2012-02-21 11:45:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 11:46:21 | 2012-02-21 11:54:21 | INC0019813 | 5 - Medium | Service Request | Resolved |  | Visio Installed | [NAME] | Service Desk | [NAME] 2003 | Applications | Business Applications | Software Install | True | StallingsT |  | [NAME] | 2012-02-21 11:54:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Remoted into user laptop._x000D_ [NAME] install | [NAME]
2012-02-21 11:47:33 |  | INC0019814 | 4 - High | Service Request | Assigned |  | LEGAL EMAIL ARCHIVE | [NAME] | Exchange Server Support | Outlook 2003 | Account Admin | Modify | Account | True | AliA |  | [NAME] | 2012-02-21 11:55:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 11:47:36 |  | INC0019815 | 5 - Medium | Incident | Pending | Pending Customer | Not able to access a file within the GSM drive | [NAME] | Service Desk | CI Not Found | Account Admin | General | Access | True | HightowerS |  | Stephanie Hightower | 2012-02-21 11:51:25 | 00:00:00 |  | [NAME] | 1-2 Users Affected | Stephanie Hightower | False | 0
2012-02-21 11:48:33 | 2012-02-21 12:01:19 | INC0019816 | 5 - Medium | Service Request | Resolved |  | On-Boarding [NAME] (2/21/21) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | NguyenQ |  | [NAME] | 2012-02-21 11:50:01 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | An Active Directory account and an Exchange account has been created for [NAME]. | [NAME]
2012-02-21 11:49:37 | 2012-02-22 10:08:21 | [NAME] | 5 - Medium | Service Request | Resolved |  | User needs [NAME] | [NAME] | Voice | [NAME] | Account Admin | Reset | Password | True | RobertsTr |  | [NAME] | 2012-02-21 11:54:34 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Password reset to 853218_x000D_ _x000D_ _x000D_ Please respond to all once you access your voice mail | [NAME]
2012-02-21 11:50:29 |  | INC0019818 | 5 - Medium | Service Request | Pending | Assigned External | [NAME] account setup in the wrong environment | [NAME] | Service Desk | CI Not Found | Account Admin | Modify | Account | True | PerryA | 3037363 | [NAME] | 2012-02-21 11:52:56 | 00:00:00 |  | Prid | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 11:50:42 | 2012-02-21 12:12:39 | INC0019819 | 5 - Medium | Service Request | Resolved |  | printer drivers need to be installed | [NAME] | Service Desk | Printer | Applications | Business Applications | Software Install | True | WoodsV |  | [NAME] | 2012-02-21 12:09:34 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | [NAME] has local admin access connected canons website_x000D_ he downloaded the drivers ._x000D_ I said if he needs assist to call us back | [NAME]
2012-02-21 11:50:45 | 2012-02-22 15:33:13 | INC0019820 | 5 - Medium | Service Request | Resolved |  | On Board [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | StilesH |  | [NAME] | 2012-02-21 11:52:34 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account made, email, voice and computer. | [NAME]
2012-02-21 11:52:09 |  | INC0019821 | 5 - Medium | Service Request | In Progress |  | New Hire - Di Lee - Please setup equipment | [NAME] | Deskside - Frederick | AD (Active Directory) Account | Hardware | Computer | Request/Replace | True | BosherB |  | [NAME] | 2012-02-21 11:53:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 11:52:46 |  | INC0019823 | 5 - Medium | Service Request | In Progress |  | On Board [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | StilesH |  | [NAME] | 2012-02-21 11:54:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 11:53:49 | 2012-02-22 14:26:14 | INC0019824 | 5 - Medium | Incident | Resolved |  | LCD has dead pixels | [NAME] |  | Video Conferencing | Hardware | Computer | Fault/Error | True | [NAME] |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Lenovo tech came out today and fixed unit.   Everything is working fine now. | [NAME]
2012-02-21 11:54:28 |  | INC0019825 | 5 - Medium | Service Request | In Progress |  | On Board [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | StilesH |  | [NAME] | 2012-02-21 11:55:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 11:56:04 |  | INC0019827 | 5 - Medium | Service Request | In Progress |  | On Board [NAME] | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | StilesH |  | [NAME] | 2012-02-21 11:57:46 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 11:59:13 | 2012-02-21 12:41:19 | INC0019828 | 5 - Medium | Service Request | Resolved | Pending Customer | E/:drive folder | [NAME] | Service Desk | CI Not Found | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | [NAME] |  | [NAME] | 2012-02-21 11:59:59 | 00:00:00 |  | e drive | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | it opened up after removing the program | [NAME]
2012-02-21 11:59:23 | 2012-02-21 12:08:57 | INC0019829 | 5 - Medium | Service Request | Resolved |  | User needs to reset his network password | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Reset | Password | True | LockS |  | [NAME] | 2012-02-21 12:06:22 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Reset the user's Network password. Called Manager and informed them of new password. | [NAME]
2012-02-21 12:00:04 | 2012-02-21 12:13:26 | INC0019830 | 5 - Medium | Service Request | Resolved |  | add inbox to outlook | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Configuration | True | KrittJ |  | [NAME] | 2012-02-21 12:11:37 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I added the inbox by:_x000D_ _x000D_ On the [NAME] menu, click E-Mail Accounts. _x000D_ [NAME] or change existing e-mail accounts, and then click Next. _x000D_ In the list, click the Exchange account type, and then click Change. _x000D_ Click More Settings, and then click the [NAME] tab. _x000D_ [NAME], and then type the mailbox name of the person whose mailbox you want to add to your user profile (Outlook e-mail profile: A profile is what [NAME] uses to remember the e-mail accounts and the settings that tell [NAME] where your e-mail is stored.). If you do not know the mailbox name of the person, contact your administrator. _x000D_ | [NAME]
2012-02-21 12:00:24 | 2012-02-21 14:56:07 | INC0019831 | 5 - Medium | Service Request | Resolved |  | Extend Users Account. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | TutuM |  | [NAME] | 2012-02-21 12:01:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account extended, customer informed. | [NAME]
2012-02-21 12:01:29 |  | INC0019832 | 5 - Medium | Service Request | Pending | Pending Customer | Equipment for New Hire [NAME] (2/21/12) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | NguyenQ |  | [NAME] | 2012-02-21 12:04:36 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 12:01:32 |  | INC0019833 | 5 - Medium | Service Request | Pending | Pending Customer | PC Request Form - PCR11281 | [NAME] | IMAC Coordinator | Laptop | Hardware | Computer | Request/Replace | True | HewittL |  | [NAME] | 2012-02-21 12:05:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 12:02:04 | 2012-02-23 03:59:25 | INC0019834 | 5 - Medium | Incident | Resolved |  | Liverpool: UK1Colour02 | Terence Burgess | Deskside - Liverpool | Printer | Printing | Hardware | Performance | True | burgesst |  | Terence Burgess | 2012-02-21 12:02:52 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Toner waste box swapped out for new, printer calibrated and working. | Terence Burgess
2012-02-21 12:03:23 |  | INC0019835 | 5 - Medium | Service Request | In Progress |  | PC Request Form - PCR11282 | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Request/Replace | True | DykstraC |  | Case Dykstra | 2012-02-21 12:04:22 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 12:03:32 |  | INC0019836 | 5 - Medium | Service Request | Pending | Pending Customer | Phone message password reset | [NAME] | Voice | [NAME] | Telephony | [NAME] | Configuration | True | RobertsTr |  | [NAME] | 2012-02-21 12:04:09 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 12:04:39 | 2012-02-21 12:10:51 | INC0019837 | 5 - Medium | Service Request | Resolved |  | T61 Battery | [NAME] | Deskside - Gaithersburg | Battery | Hardware | Peripheral | Request/Replace | True | SuttonJo |  | [NAME] | 2012-02-21 12:10:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-21-12 I have supplied the customer with a new battery. | [NAME]
2012-02-21 12:04:41 |  | INC0019838 | 5 - Medium | Service Request | Assigned |  | On Boarding Form - OBF13207- Khader Mohammed-2/27 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | True | rheringhaus |  | [NAME] | 2012-02-21 12:05:49 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 12:05:25 | 2012-02-21 12:07:25 | INC0019839 | 5 - Medium | Service Request | Resolved |  | Account Unlock | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | PacuanL |  | [NAME] | 2012-02-21 12:08:50 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 1 | Solved First Call by Service Desk | Unlocked users account. | [NAME]
2012-02-21 12:07:54 | 2012-02-21 16:20:36 | INC0019843 | 5 - Medium | Service Request | Resolved |  | Install adobe flash | [NAME] | Deskside - Field Sales | CI Not Found | Applications | Business Applications | Software Install | True | AkpanEm |  | [NAME] | 2012-02-21 12:47:30 | 00:00:00 |  | Adobe flash | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Adobe flash have been installed on the users computer closing ticket | [NAME]
2012-02-21 12:08:01 | 2012-02-21 12:25:50 | INC0019844 | 5 - Medium | Service Request | Resolved |  | On-Boarding Alex Cassis (2/21/12) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | NguyenQ |  | [NAME] | 2012-02-21 12:08:58 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | An Active Directory account and an Exchange account has been created for Alex Cassis, a separate ticket has been created for equipment setup. | [NAME]
2012-02-21 12:08:46 |  | INC0019845 | 5 - Medium | Service Request | In Progress |  | New Hire - Kevin Reuter - Please setup equipment for new hire | [NAME] | Deskside - Frederick | AD (Active Directory) Account | Hardware | Computer | Request/Replace | True | HillJos |  | [NAME] | 2012-02-21 12:13:56 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 12:09:24 | 2012-02-21 12:23:17 | INC0019846 | 5 - Medium | Incident | Resolved |  | [EMAIL] | Million Fekadu | Service Desk | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Fault/Error | True | YeY |  | [NAME] | 2012-02-21 12:10:00 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | remoted in showed user what to click on | [NAME]
2012-02-21 12:09:29 |  | INC0019847 | 5 - Medium | Incident | Assigned |  | Reboot of HPC Cluster | [NAME] | Unix Server Support | SANA | Server/Data Center | Database/System | Fault/Error | True | RiceC |  | [NAME] | 2012-02-21 12:10:57 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 12:10:54 | 2012-02-22 11:29:00 | INC0019849 | 5 - Medium | Service Request | Resolved |  | change drive mappings for 2 users please | [NAME] | Service Desk | MD1FS011 | Applications | OS | Configuration | True | [NAME] |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | maped the drive | [NAME]
2012-02-21 12:11:32 | 2012-02-22 17:53:23 | INC0019851 | 5 - Medium | Service Request | Resolved |  | Anit-virus update | Sepideh Askarian | Deskside - California | Symantec Anti Virus | Applications | COTS | Configuration | True | liceaj |  | [NAME] | 2012-02-21 12:12:36 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user's laptop was updated w/ the latest signiture | [NAME]
2012-02-21 12:13:07 | 2012-02-21 12:20:00 | INC0019854 | 5 - Medium | Service Request | Resolved |  | Issues while shutting down | [NAME] | Deskside - Gaithersburg | Laptop | Applications | OS | Configuration | True | SuttonJo |  | [NAME] | 2012-02-21 12:14:45 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-21-12 The machine has been defraged and a check disk has also been run. The customers OST file has also been repaired. I have re-enabled the viewmail add-in. | [NAME]
2012-02-21 12:13:11 | 2012-02-22 11:15:44 | INC0019855 | 5 - Medium | Service Request | Resolved |  | Account Creation for New User - Engelber Guadamuz | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | [NAME] |  | Rankit Thakkar | 2012-02-21 12:16:42 | 00:00:00 |  |  | 1-2 Users Affected | Rankit Thakkar | False | 0 | Solved (Permanently) | AD Account Created._x000D_ _x000D_ Created Tickets for Hardware and Voice. | Rankit Thakkar
2012-02-21 12:16:42 |  | INC0019857 | 5 - Medium | Service Request | Pending | Pending Customer | Equipment for New Hire Alex Cassis (2/21/12) | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | NguyenQ |  | [NAME] | 2012-02-21 12:18:09 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 12:18:45 |  | INC0019858 | 5 - Medium | Service Request | Assigned |  | How do I add another mailbox to my Outlook view on the left? | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | How To | True | [NAME] |  | [NAME] | 2012-02-21 12:20:03 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 12:20:37 | 2012-02-21 13:56:16 | INC0019859 | 4 - High | Service Request | Resolved |  | msproject install | Sonja [NAME] | Deskside - Gaithersburg | Project 2003 | Applications | COTS | Install/Remove | True | KeyserM |  | [NAME] | 2012-02-21 12:38:18 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Installed MS Project standard 2003 tested and works fine. | [NAME]
2012-02-21 12:21:50 |  | INC0019860 | 5 - Medium | Service Request | Assigned |  | New Hire - Nicholas Davieau - 2/21/12, please assign ext and setup voice | [NAME] | Accounts Administration | AD (Active Directory) Account | Telephony | [NAME] | Configuration | True | RobertsTr |  |  | 2012-02-22 12:49:20 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-21 12:23:55 |  | INC0019862 | 5 - Medium | Incident | Pending | Pending Customer | Can't Replay Recent IS Meeting | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | True | YeY |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 12:24:49 | 2012-02-21 12:28:41 | INC0019863 | 5 - Medium | Incident | Resolved |  | User is unable to see any wireless networks at work. | [NAME] | Executive Support | Wireless (Prod) | Network/Connectivity | Wireless | Access | True | SaghriF |  | Farzin Saghri | 2012-02-21 12:28:41 | 00:00:00 |  |  | 1-2 Users Affected | Farzin Saghri | False | 1 | Solved (Permanently) | Windows zero wireless configuration was turned off. Turned it back on. Recreated users hardware profile as it was disabling her wireless adapter. Once performed, several troubleshooting scenarios were performed to make sure her wireless adapter does not turn off again. Issue resolved. | Farzin Saghri
2012-02-21 12:25:56 |  | INC0019864 | 5 - Medium | Incident | Assigned |  | ServiceNow survey emails going to junk mail in Outlook 2010 | Thomas Fries | Exchange Server Support | Exchange 2010 | Applications | Outlook | Fault/Error | True | rheringhaus |  |  | 2012-02-21 12:28:45 | 00:00:00 |  |  | 2 to 20 Users Affected | [NAME] | False | 0
2012-02-21 12:33:52 |  | INC0019868 | 5 - Medium | Service Request | Assigned |  | [NAME] (ID# 90005621) Network Access Extension | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | TutuM |  | [NAME] | 2012-02-21 12:35:24 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 12:35:59 |  | INC0019869 | 5 - Medium | Service Request | Assigned |  | Needs help logging into spotfire | Gwen Vigon | Service Desk | Spotfire Decision Site (Prod) | Applications | Business Applications | New Request | True | [NAME] |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 12:38:56 |  | INC0019870 | 5 - Medium | Service Request | In Progress |  | Request network jacks be installed | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Peripheral | Request/Replace | True | HillJos |  | Avinash Dunham | 2012-02-22 15:01:27 | 00:00:00 |  | [NAME] | 1-2 Users Affected | [NAME] | False | 3
2012-02-21 12:39:52 |  | INC0019871 | 5 - Medium | Service Request | Pending | Pending Customer | Software install Prism4 | [NAME] | Service Desk | PRISM (Prod) | Applications | Business Applications | Software Install | True | YeY |  | [NAME] | 2012-02-21 12:40:36 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 12:42:01 |  | INC0019872 | 5 - Medium | Incident | Assigned |  | Needs access to a Eroom | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Access | True | LockS |  | [NAME] |  | 00:00:00 |  | Eroom | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 12:42:06 | 2012-02-21 12:56:25 | INC0019873 | 5 - Medium | Service Request | Resolved |  | install Att wireless card | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Software Install | True | WoodsV |  | [NAME] | 2012-02-21 12:56:25 | 00:00:00 |  | ATT wireless card | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | remoted in to install the ATT wireless card drivers _x000D_ Naeem connected the usb ATT wireless card _x000D_ I waited till he was successfully connected. | [NAME]
2012-02-21 12:44:36 |  | INC0019874 | 5 - Medium | Service Request | In Progress | Assigned External | Need printers replicated from SBYMAS332 to MD1VM005 | [NAME] | Accounts Administration | MD1VM005 | Printing | Application | Configuration | True | PardoR | 3037977 | [NAME] | 2012-02-22 11:50:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-21 12:47:31 | 2012-02-21 13:06:52 | INC0019876 | 5 - Medium | Incident | Resolved |  | mi-mosaic training | [NAME] | Service Desk | [NAME] (Online) | Applications | Business Applications | Fault/Error | True | YeY |  | [NAME] | 2012-02-21 12:48:10 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | cleared cache and cookies | [NAME]
2012-02-21 12:48:21 | 2012-02-21 13:05:06 | INC0019877 | 5 - Medium | Incident | Resolved |  | Needs access to Mi-Mosaic training | [NAME] | Service Desk | [NAME] (Online) | Applications | Mobile Applications | Error/Bug | True | LuccaM |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | duplicate of 19876 | [NAME]
2012-02-21 12:49:02 |  | INC0019878 | 5 - Medium | Service Request | Assigned |  | User requires access to MD1AS040 | [NAME] | Accounts Administration | MD1AS040 | Account Admin | New | Access | True | rheringhaus |  |  | 2012-02-21 12:50:13 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 12:53:33 |  | INC0019880 | 5 - Medium | Service Request | Assigned |  | Request 2 files on [NAME] be restored | [NAME] | Storage Restore Team | CI Not Found | Account Admin | Modify | Access | True | LuccaM |  |  | 2012-02-21 18:09:47 | 00:00:00 |  | [NAME] | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 12:57:52 | 2012-02-21 13:04:42 | INC0019882 | 5 - Medium | Service Request | Resolved |  | [NAME] wireless info | Heather Richmond | Service Desk | Wireless (Prod) | Network | Wireless | Request for Information | True | LuccaM |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | I provided Account info for Mediguest account for weekending 2/17: _x000D_ _x000D_ Userid – Mediguest_x000D_ _x000D_ Password – 04mE4dBi_x000D_ _x000D_ | [NAME]
2012-02-21 12:59:42 |  | INC0019884 | 5 - Medium | Incident | Pending | Pending Customer | Cannot Change Appointments in Outlook | [NAME] | Service Desk | Outlook 2010 | Applications | COTS | Access | True | [NAME] |  | [NAME] | 2012-02-21 13:01:13 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 13:02:33 | 2012-02-22 15:59:30 | INC0019886 | 5 - Medium | Incident | Resolved |  | battery will not hold a charge. | [NAME] | Deskside - Gaithersburg | Desktop | Hardware | Computer | Fault/Error | True | DunhamAv |  | Avinash Dunham | 2012-02-21 13:05:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | AD gave the user a new battery and it was allowing the computer to boot. | Avinash Dunham
2012-02-21 13:08:53 |  | INC0019888 | 5 - Medium | Service Request | Pending | Pending Customer | Outlook and Network Issues | [NAME] | Deskside - Frederick | Outlook 2003 | Applications | Outlook | Configuration | True | BosherB |  | [NAME] | 2012-02-21 13:44:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-21 13:13:37 | 2012-02-21 13:17:41 | INC0019889 | 5 - Medium | Incident | Resolved |  | Forgot eLMS login password | [NAME] | Service Desk | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Access | True | HightowerS |  | Stephanie Hightower | 2012-02-21 13:17:41 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Informed client that he now should be logging in using his [NAME] credentials_x000D_ Stayed on the line to ensure he was able to log in. | Stephanie Hightower
2012-02-21 13:14:31 | 2012-02-21 16:07:44 | INC0019890 | 4 - High | Service Request | Resolved |  | Request End user be added to a Citrix group | [NAME] | Accounts Administration | Citrix | Applications | Business Applications | New Request | True | PacuanL |  | [NAME] | 2012-02-21 13:18:41 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Added. | [NAME]
2012-02-21 13:17:48 | 2012-02-21 15:34:33 | INC0019892 | 5 - Medium | Service Request | Resolved |  | Append Additional Historic Data to HCP IssueTrak | [NAME] | CZ - Database - Support | IssueTrak (Dev) | Applications | COTS | Configuration | True | GothanaY |  | [NAME] | 2012-02-21 13:20:30 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Additional historic data for the HCP Profile Master table has been updated in the HCP IssueTrak DEV database on server SBYMAS100. | [NAME]
2012-02-21 13:27:42 |  | INC0019896 | 5 - Medium | Service Request | Assigned |  | user cannot access home folder | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Access | True | PacuanL |  | [NAME] | 2012-02-21 13:38:40 | 00:00:00 |  | home drive | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 13:39:49 | 2012-02-21 17:01:45 | INC0019899 | 5 - Medium | Service Request | Resolved |  | User requesting information regarding Medimmune92 server | Sathish Kumar | Accounts Administration | MEDIMMUNE92 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | PacuanL |  | [NAME] | 2012-02-21 13:47:09 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Provided list of users who have delete access to the share. | [NAME]
2012-02-21 13:41:15 |  | INC0019902 | 5 - Medium | Service Request | Assigned |  | utprd0027 stability issues | [NAME] | Intel Server Support | 3.5 VM Cluster (OMW) | Applications | OS | Install/Remove | True | ConradB |  | [NAME] | 2012-02-21 13:51:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 13:41:39 | 2012-02-21 13:44:37 | INC0019903 | 5 - Medium | Incident | Resolved |  | User unable to hear VM through Outlook | [NAME] | Executive Support | Outlook 2003 | Applications | Outlook | Performance | True | ElliottS |  | Stefon Elliott | 2012-02-21 13:44:37 | 00:00:00 |  |  | 1-2 Users Affected | Stefon Elliott | False | 0 | Solved (Permanently) | User was unable to hear VM through Outlook. After installing VLC and setting that as the default media player, user is now able to hear VM without incident. No further action required. | Stefon Elliott
2012-02-21 13:45:51 | 2012-02-22 12:55:27 | INC0019906 | 5 - Medium | Service Request | Resolved | Pending Customer | Request 5 PCs for lab workstations | [NAME] | Service Desk | Laptop | Hardware | Computer | Request/Replace | True | HeathC |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | - I will resolve ticket since information was provided on how to request 5 PC's. Once we received the PC Request forms, new tickets will be opened. | [NAME]
2012-02-21 13:51:18 |  | INC0019909 | 5 - Medium | Service Request | Assigned |  | New employee needs a laptop | [NAME] | IMAC Coordinator | Laptop | Account Admin | Remove | Access | True | ReeveB |  | [NAME] | 2012-02-22 12:29:00 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2
2012-02-21 13:52:10 | 2012-02-22 10:54:15 | INC0019910 | 5 - Medium | Service Request | Resolved | Pending Part | New Hire - Praathibha Sripadhan | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | [NAME] |  | Rankit Thakkar | 2012-02-22 10:26:45 | 00:00:00 |  |  | 1-2 Users Affected | Rankit Thakkar | False | 1 | Solved (Permanently) | Account Created._x000D_ _x000D_ Submitted Tickets for Voice and Hardware. | Rankit Thakkar
2012-02-21 13:53:19 | 2012-02-21 14:01:29 | INC0019913 | 5 - Medium | Incident | Resolved |  | cannot open power point. | [NAME] | Service Desk | PowerPoint 2003 | Applications | Business Applications | Fault/Error | True | HallW |  | [NAME] | 2012-02-21 14:01:29 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | moved the open power point window to the users primary monitor | [NAME]
2012-02-21 13:55:07 | 2012-02-21 14:06:31 | INC0019914 | 5 - Medium | Incident | Pending | Pending Customer | eLMS is freezing on slide 37 in "MI Mosaic" | [NAME] | CZ - Enterprise Application - Support | eLMS Enterprise Elements (Prod) | Applications | Business Applications | Fault/Error | True | MullaveeduB | SRVRQST-2012-02-21T154535_HeathC | [NAME] | 2012-02-22 10:40:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 1 | Solved First Call by Service Desk | See notes | [NAME]
2012-02-21 14:01:11 | 2012-02-22 15:27:19 | INC0019918 | 5 - Medium | Service Request | Resolved | Pending Customer | On Board for [NAME] | [NAME] | Voice | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | RobertsTr |  | [NAME] | 2012-02-22 13:18:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | User informed me that they accessed their voice mail... | [NAME]
2012-02-21 14:02:48 | 2012-02-23 10:43:47 | INC0019920 | 5 - Medium | Incident | Resolved |  | Cannot Access | [NAME] | Accounts Administration | CI Not Found | Server/Data Center | Database/System | Access | True | PacuanL |  | [NAME] | 2012-02-21 14:20:54 | 00:00:00 |  | Drive not found | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Removed user's old log on script and pointed it to the right one. | [NAME]
2012-02-21 14:03:32 | 2012-02-22 11:28:12 | INC0019922 | 5 - Medium | Service Request | Resolved |  | On Board [NAME] | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | DykstraC |  | Case Dykstra | 2012-02-21 14:05:55 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | phone programmed, set and tested | Case Dykstra
2012-02-21 14:05:18 | 2012-02-21 14:19:20 | INC0019926 | 5 - Medium | Incident | Resolved |  | No wireless access when undocked. | Akiyo McCue | Service Desk | Wireless (Prod) | Network/Connectivity | Wireless | Access | True | HightowerS |  | Stephanie Hightower | 2012-02-21 14:08:22 | 00:00:00 |  |  | 1-2 Users Affected | Stephanie Hightower | False | 0 | Solved First Call by Service Desk | Assisted client with adding a medimmune access point to their wireless connections._x000D_ She was able to connect through her wireless connection. | Stephanie Hightower
2012-02-21 14:06:01 | 2012-02-21 14:11:53 | INC0019927 | 5 - Medium | Incident | Resolved |  | Laptop froze | [NAME] | Service Desk | Laptop | Hardware | Computer | Fault/Error | True | YeY |  | [NAME] | 2012-02-21 14:11:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | try clearing cache and cookies, contact us back if the issue persists. | [NAME]
2012-02-21 14:06:22 | 2012-02-22 17:21:33 | INC0019928 | 5 - Medium | Service Request | Resolved |  | On Board Alexander Rae Voice Mail | [NAME] | Voice | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | RobertsTr |  | [NAME] | 2012-02-22 15:34:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Account created and instructions sent to the user... | [NAME]
2012-02-21 14:07:13 |  | INC0019929 | 5 - Medium | Service Request | Pending | Pending Customer | Need instructions on how to Reset Voice mail password | [NAME] | Voice | CI Not Found | Telephony | [NAME] | [NAME] | True | RobertsTr |  | [NAME] | 2012-02-21 14:13:57 | 00:00:00 |  | phone | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 14:10:27 |  | INC0019932 | 5 - Medium | Service Request | In Progress |  | On Board OBF13191 Phone for Carrie Worn | [NAME] | IMAC Coordinator | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | HerronG |  | [NAME] | 2012-02-21 14:40:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 14:12:42 |  | INC0019934 | 5 - Medium | Service Request | In Progress |  | New Hire - Onaolapo Ogunyemi, 2/27/12 - Please assign voice on ext 81230 | Thuan Tran | Deskside - Gaithersburg | AD (Active Directory) Account | Telephony | [NAME] | Configuration | True | JamisonB |  | [NAME] | 2012-02-22 11:19:18 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 14:14:12 | 2012-02-22 12:52:25 | INC0019935 | 5 - Medium | Service Request | Resolved |  | User requesting information on Field Compatibility of video | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | s_Business Applications_Request For [NAME] | True | LockS |  | [NAME] | 2012-02-21 14:19:45 | 00:00:00 |  | FluMist Video | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Informed the user that as long as the Field agents are complient with MedImmune's technological standards, there should be no problems viewing the video. | [NAME]
2012-02-21 14:14:12 |  | INC0019936 | 5 - Medium | Service Request | In Progress |  | New Hire - Onaolapo Ogunyemi, 2/27/12 -Please setup equipment | Thuan Tran | Deskside - Gaithersburg | AD (Active Directory) Account | Hardware | Computer | Request/Replace | True | JamisonB |  | [NAME] | 2012-02-21 14:15:25 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 14:14:26 | 2012-02-21 16:53:38 | INC0019937 | 5 - Medium | Service Request | Resolved | Pending Customer | Wants to add all Medi-contacts to blackberry | [NAME] | Service Desk | Blackberry | Applications | Mobile Applications | How To | True | LuccaM |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I contacted EU and informed cannot download the ful gal but has accesss to the gal and can add contacts individually when contact is searched for in gal_x000D_ -I also was able to warm transfer with rivermin to proceed with L1 support and informed EU we will be resolving our ticket out | [NAME]
2012-02-21 14:15:20 | 2012-02-21 14:17:44 | INC0019939 | 5 - Medium | Incident | Resolved |  | Cannot Log into ELMS | [NAME] | Service Desk | Elements | Account Admin | General | General | True | [NAME] |  | [NAME] | 2012-02-21 14:17:44 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Gave the user information for logging into eLMS. | [NAME]
2012-02-21 14:16:14 |  | INC0019940 | 5 - Medium | Service Request | Assigned |  | Ops account request for [NAME] (ops_gillania) | [NAME] | Security Team | AD (Active Directory) Account | Account Admin | New | Access | True | rheringhaus |  |  | 2012-02-21 14:18:40 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 14:16:29 | 2012-02-22 17:20:43 | INC0019941 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13205 Suzette Arch Vm | [NAME] | Voice | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | RobertsTr |  | [NAME] | 2012-02-22 15:34:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | Account created and instructions sent to the user... | [NAME]
2012-02-21 14:18:44 |  | INC0019944 | 5 - Medium | Service Request | Assigned |  | Ops account request for [NAME] (ops_ritgertd) | [NAME] | Security Team | AD (Active Directory) Account | Account Admin | New | Access | True | rheringhaus |  |  | 2012-02-21 14:20:58 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 14:18:56 |  | INC0019945 | 5 - Medium | Service Request | In Progress |  | On Boarding Form - OBF13205 Suzette Arch Phone | [NAME] | IMAC Coordinator | AD (Active Directory) Account | Account Admin | Provisioning | New Hire (On-Boarding) | True | DykstraC |  | [NAME] | 2012-02-22 10:40:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 14:20:18 | 2012-02-21 14:26:37 | INC0019946 | 5 - Medium | Incident | Resolved |  | cannot open files on network drive. | Abel Ho | Service Desk | CI Not Found | Network/Connectivity | Network Device | Access | True | HallW |  | [NAME] | 2012-02-21 14:26:37 | 00:00:00 |  | home folder | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | informed the user that there are known network issues and outages currently and that they are being worked on. | [NAME]
2012-02-21 14:20:52 | 2012-02-21 14:33:04 | INC0019947 | 5 - Medium | Service Request | Resolved |  | Will "On the Go" work in a Windows environment (on VMware fusion) on a MAC | [NAME] | Service Desk | OnTheGo | Applications | Business Applications | s_Business Applications_Request For [NAME] | True | PrysantS |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Emailed end user detailed instructions for running OTG on a mac | [NAME]
2012-02-21 14:24:03 | 2012-02-21 14:31:30 | INC0019950 | 5 - Medium | Service Request | Resolved |  | Change Employee Number | SreeLakshmi Tallam | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | PacuanL |  | [NAME] | 2012-02-21 14:29:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Change employee number. | [NAME]
2012-02-21 14:24:06 | 2012-02-21 14:34:43 | INC0019951 | 5 - Medium | Incident | Resolved |  | outlook stuck in disconnected | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Fault/Error | True | DunhamAv |  | Avinash Dunham | 2012-02-21 14:31:03 | 00:00:00 |  |  | 1-2 Users Affected | Avinash Dunham | False | 0 | Solved (Permanently) | Users exchange server was set to the incorrect one, in the exchange server field it had "Instance2423513" etc error, changed it to the correct usct exchange server and then it worked fine. | Avinash Dunham
2012-02-21 14:26:11 |  | INC0019952 | 5 - Medium | Incident | In Progress |  | [NAME] sFTP Site | [NAME] | Deskside - Gaithersburg | SFTP | Network/Connectivity | Network Device | Access | True | GeorgeMa |  | [NAME] | 2012-02-21 14:33:46 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 14:28:05 | 2012-02-21 15:15:48 | INC0019954 | 5 - Medium | Incident | Resolved |  | User not receiving data through [NAME]. | [NAME] | IMAC Coordinator | [NAME] | Telephony | Line/Circuit | Outage | True | HerronG |  | [NAME] | 2012-02-21 14:57:54 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 2 | Solved (Permanently) | GH, programmed users phone. He did not have a number assigned to him on friday when I did the setup which is the reason for the delay in it being programmed._x000D_ All is well. | [NAME]
2012-02-21 14:31:00 | 2012-02-22 10:16:47 | INC0019955 | 5 - Medium | Service Request | Resolved |  | Access To Service Now - Ali Gillani | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | True | TansindaC |  | [NAME] | 2012-02-21 14:41:25 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME]  has been added to the Service Desk resolver group as requested | [NAME]
2012-02-21 14:33:33 |  | INC0019957 | 5 - Medium | Incident | In Progress |  | Telephone headset hangs up unexpectedly. | [NAME] | Deskside - California | [NAME] | Telephony | [NAME] | Performance | True | MaggioloM |  | [NAME] | 2012-02-21 14:49:52 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 14:33:51 | 2012-02-21 15:21:47 | INC0019958 | 5 - Medium | Service Request | Resolved |  | Requesting acces to a group email | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Access Request | True | LuccaM |  | [NAME] | 2012-02-21 15:21:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved First Call by Service Desk |  | [NAME]
2012-02-21 14:34:40 | 2012-02-21 14:50:18 | INC0019959 | 5 - Medium | Service Request | Resolved |  | Issues with MS Outlook | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Configuration | True | SuttonJo |  | [NAME] | 2012-02-21 14:50:18 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-21-12 Outlook OST file has been scanned and repaired. A defrag has also been run on the machine. | [NAME]
2012-02-21 14:35:56 |  | INC0019961 | 5 - Medium | Service Request | Assigned |  | PDF files opening in acrobat | [NAME] | Service Desk | [NAME] | Applications | Business Applications | How To | True | PerryA |  | [NAME] | 2012-02-21 15:13:35 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 14:36:38 | 2012-02-21 15:16:34 | INC0019962 | 5 - Medium | Incident | Resolved |  | Unable to access CLSD | [NAME] | CZ - Research & Development - Support | CLSD (Prod) | Applications | Business Applications | Fault/Error | True | RajanSu |  | [NAME] | 2012-02-21 14:38:48 | 00:00:00 |  |  | 2 to 20 Users Affected | [NAME] | False | 1 | Solved (Permanently) | User confirmed that she was able to access CLSD._x000D_  _x000D_ From: [NAME], Katharina _x000D_ Sent: Tuesday, February 21, 2012 3:12 PM_x000D_ To: Rajan, Suraj_x000D_ Subject: RE: Service Desk Ticket #: INC0019962 - Acknowledgement_x000D_ _x000D_ I am now able to access CLSD. _x000D_ _x000D_ Thank you_x000D_ _x000D_ [NAME]_ | [NAME]
2012-02-21 14:40:10 |  | INC0019964 | 5 - Medium | Service Request | In Progress |  | Deploy T420 laptop for use in [NAME] office | [NAME] | Deskside - California | Laptop | Hardware | Computer | Request/Replace | True | MaggioloM |  | [NAME] | 2012-02-21 14:46:55 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 14:40:36 |  | INC0019966 | 5 - Medium | Service Request | Pending | Pending Customer | Unable to log into the laptop | [NAME] | Deskside - Field Sales | AD (Active Directory) Account | Account Admin | Reset | Password | True | AkpanEm |  | [NAME] | 2012-02-21 15:49:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 14:41:34 | 2012-02-22 10:14:42 | INC0019968 | 5 - Medium | Service Request | Resolved |  | Service Now [NAME] | [NAME] | ServiceNow [NAME] | ServiceNow (Prod) | ServiceNow | Groups | Add to Group | True | TansindaC |  | [NAME] | 2012-02-21 14:43:38 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] has been assigned to the Service Desk resolver group as requested | [NAME]
2012-02-21 14:42:00 | 2012-02-22 10:10:49 | [NAME] | 5 - Medium | Service Request | Resolved |  | Voice Mail Password Reset | [NAME] | Voice | [NAME] | Telephony | [NAME] | [NAME] | True | RobertsTr |  | [NAME] | 2012-02-21 14:44:56 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Duplicate ticket...  Voice mail access instructions sent to the user... | [NAME]
2012-02-21 14:42:43 | 2012-02-21 14:44:01 | INC0019972 | 5 - Medium | Incident | Resolved |  | Cannot log into eLMS | [NAME] | Service Desk | Elements | Account Admin | General | Access | True | [NAME] |  | [NAME] | 2012-02-21 14:44:01 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Gave the user information for logging into eLMS. | [NAME]
2012-02-21 14:46:21 |  | INC0019977 | 5 - Medium | Service Request | In Progress |  | New Hire, [NAME], 2/27/12 -please setup voice on ext 1211 | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Telephony | [NAME] | Configuration | True | JamisonB |  | [NAME] | 2012-02-22 11:34:12 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 14:49:44 |  | INC0019979 | 5 - Medium | Service Request | In Progress |  | New Hire - Kolawole Adeyemo, 2/27/12, Please setup equipment for user | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Hardware | Computer | Request/Replace | True | JamisonB |  | [NAME] | 2012-02-21 14:51:04 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 14:51:15 | 2012-02-21 15:18:14 | INC0019980 | 4 - High | Service Request | Resolved |  | Please shut down access to our systems and facilities | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Provisioning | Immediate Termination | True | TrainiC |  | [NAME] | 2012-02-21 14:54:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account disabled. | [NAME]
2012-02-21 14:52:34 | 2012-02-21 14:55:53 | INC0019981 | 5 - Medium | Incident | Resolved |  | Cannot log into BDM or eLMS | [NAME] | Service Desk | Elements | Account Admin | General | General | True | [NAME] |  | [NAME] | 2012-02-21 14:55:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Gave the user the information to log into eLMS. | [NAME]
2012-02-21 14:52:50 |  | INC0019983 | 5 - Medium | Service Request | Pending | Pending Part | calibration manager (dev) admin tools | [NAME] | CZ - G&A - Support | Calibration Manager (Dev) | Applications | Business Applications | Configuration | True | KrishnarajS |  | [NAME] | 2012-02-21 14:54:53 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 14:55:52 |  | INC0019986 | 5 - Medium | Service Request | In Progress |  | [NAME] form - DeskPhone/Voicemail Activation | [NAME] | Deskside - Frederick | [NAME] | Telephony | [NAME] | Configuration | True | BosherB |  | [NAME] | 2012-02-21 14:58:03 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 14:58:52 |  | INC0019990 | 5 - Medium | Service Request | In Progress |  | PC Request Form - PCR11283 | [NAME] | Deskside - Gaithersburg | Laptop | Hardware | Computer | Request/Replace | True | GeorgeMa |  | [NAME] | 2012-02-21 15:00:34 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 14:59:46 | 2012-02-22 09:03:26 | INC0019991 | 5 - Medium | Service Request | Resolved |  | Access to SAPInterfaces_HR | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | [NAME] |  | Rankit Thakkar | 2012-02-22 09:03:26 | 00:00:00 |  |  | 1-2 Users Affected | Rankit Thakkar | False | 1 | Solved (Permanently) | [NAME]. | Rankit Thakkar
2012-02-21 15:01:58 |  | INC0019994 | 5 - Medium | Service Request | In Progress |  | Computer Setup - Donald Bottomstone | [NAME] | Deskside - PA | Desktop | Hardware | Computer | Request/Replace | True | HillJos |  | [NAME] | 2012-02-21 15:10:07 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 15:05:09 | 2012-02-21 15:12:05 | INC0019996 | 5 - Medium | Incident | Resolved |  | emails to blackberry are slower than normal | [NAME] | Service Desk | Exchange 2010 | Network/Connectivity | Network Device | Performance | True | KrittJ |  | [NAME] | 2012-02-21 15:12:04 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] is going to do basic Blackberry troubleshooting and she will call back if she still has an issue | [NAME]
2012-02-21 15:05:18 | 2012-02-21 16:00:03 | INC0019997 | 5 - Medium | Service Request | Resolved |  | Air Card Install | [NAME] | Deskside - Gaithersburg | CI Not Found | Hardware | Peripheral | Configuration | True | SuttonJo |  | [NAME] | 2012-02-21 15:11:14 | 00:00:00 |  | Air Card | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | JS 02-21-12 Air Card has been installed and tested. The sound on the machine has also been turned up. Temp files have been cleared out. Having analyzed the drive it could do with being defraged so the customer will drop the machine back at another time. | [NAME]
2012-02-21 15:06:21 | 2012-02-21 15:47:57 | INC0019999 | 5 - Medium | Incident | Resolved |  | user cannot access outlook email from ipad | [NAME] | Service Desk | iPad | Applications | Business Applications | Access | True | HallW |  | [NAME] | 2012-02-21 15:47:57 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | rivermine will escalate their ticket on their end and contact the user. | [NAME]
2012-02-21 15:10:17 | 2012-02-21 15:57:38 | INC0020000 | 5 - Medium | Incident | Resolved |  | Outlook: Viewing calendars for the year- not able to view | [NAME] | Executive Support | Outlook 2003 | Applications | Outlook | Fault/Error | True | ElliottS |  | Stefon Elliott | 2012-02-21 15:11:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Work Around) | I suggest to user to upgrade the local client from 2003 to 2010. The user is able to login to [NAME] and view the dates in question. That being the case the user would rather not upgrade to the latest client, due to also having to update the Manager she supports. User is willing to use [NAME] for now to prevent having to update. No further action as this time. | Stefon Elliott
2012-02-21 15:14:06 |  | INC0020001 | 5 - Medium | Incident | Assigned |  | Unable to log into My benefits | Amanda Forst | Service Desk | CI Not Found | Account Admin | General | Access | True | YeY |  | [NAME] | 2012-02-21 15:35:27 | 00:00:00 |  | my benefit | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 15:16:58 |  | INC0020002 | 5 - Medium | Incident | Pending | Pending Customer | Cannot Access Voicemail | [NAME] | Voice | [NAME] | Telephony | [NAME] | Access | True | RobertsTr |  | [NAME] | 2012-02-21 15:18:56 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 15:19:19 | 2012-02-21 15:33:02 | INC0020003 | 5 - Medium | Incident | Resolved |  | User has no acces to his H drive | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | General | Access | True | PerryA |  | [NAME] | 2012-02-21 15:32:36 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | drive remapped. this is resolved. | [NAME]
2012-02-21 15:19:55 |  | INC0020004 | 5 - Medium | Incident | Assigned |  | Accessing Medi Mail on a Mac? | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Outage | True | TorrenceA |  | [NAME] | 2012-02-21 15:21:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 15:24:54 |  | INC0020007 | 5 - Medium | Incident | Pending | Assigned External | can't access OnTheGo from AZ | [NAME] | Service Desk | OnTheGo | Network/Connectivity | Remote | Access | True | TirrellR | 3037659 | [NAME] |  | 00:00:00 |  |  | 2 to 20 Users Affected | [NAME] | False | 0
2012-02-21 15:25:14 |  | INC0020008 | 5 - Medium | Service Request | In Progress |  | New Hire - Katherine Salemo - 2/28/12 -please setup equipment | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Hardware | Computer | Request/Replace | True | JamisonB |  | [NAME] | 2012-02-21 15:27:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 15:25:15 | 2012-02-22 12:09:13 | INC0020009 | 5 - Medium | Service Request | Resolved |  | Exchange Management Console Error. | [NAME] | Exchange Server Support | Exchange 2010 | Account Admin | New | Access | True | roosd |  | [NAME] | 2012-02-21 15:33:33 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Hi [NAME]. Can you Right click on the Microsoft Exchange on-premises and click properties. Then click specify server and click browse. Select any of the usct1ecv servers and click apply. This should take you to one of the southbury servers. Thanks. _x000D_ _x000D_ The server in the screen shot is not yet in production. | [NAME]
2012-02-21 15:27:24 | 2012-02-22 14:53:33 | INC0020010 | 5 - Medium | Incident | Resolved | Pending Customer | Issues in Outlook | [NAME] | Service Desk | Outlook 2003 | Account Admin | General | General | True | [NAME] |  | [NAME] | 2012-02-21 15:35:15 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | I called [NAME] today and he said he did not get the error message today. I'm going to resolve the ticket but I let him know that if he does have the same problem again to please call us back and we can reopen this ticket. | [NAME]
2012-02-21 15:32:52 |  | INC0020013 | 5 - Medium | Service Request | In Progress |  | New Hire - Katherine Salemo - 2/28/12 - Please assign voice to ext81315 | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Telephony | [NAME] | Configuration | True | JamisonB |  | [NAME] | 2012-02-22 11:38:15 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 15:37:05 |  | INC0020016 | 4 - High | Incident | Pending | Assigned External | Network issue in Southbury | O.A Ohio | Service Desk | SBYMAS076 | Network/Connectivity | Network Device | Performance | True | LuccaM | 3037709 / 3037710 | [NAME] | 2012-02-21 17:04:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 15:37:18 |  | INC0020017 | 5 - Medium | Service Request | Assigned |  | RLMR-CSDM-23092011-1 - Install the released plate manager and M0218 DEV 028 | [NAME] | CZ - Research & Development - Support | RLIMS (QAS) | Applications | Business Applications | Install/Remove | True | KorczykR |  | [NAME] | 2012-02-21 15:47:24 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 15:40:20 | 2012-02-21 15:42:29 | INC0020019 | 5 - Medium | Incident | Resolved |  | [NAME] chung called in to get his network account unlocked | [NAME] | Service Desk | CI Not Found | Account Admin | General | General | True | [NAME] |  | [NAME] |  | 00:00:00 |  | Password unlock | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account unlocked | [NAME]
2012-02-21 15:44:55 | 2012-02-21 16:23:38 | INC0020024 | 5 - Medium | Service Request | Resolved |  | User is trying to access her home drive | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | PacuanL |  | [NAME] | 2012-02-21 15:56:37 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Created home drive for the user and gave her full access. | [NAME]
2012-02-21 15:45:17 | 2012-02-21 15:55:31 | INC0020025 | 5 - Medium | Incident | Resolved | Assigned External | Password Issue with MI-Mosaic | [NAME] | CZ - Commercial - Support | [NAME] (Online) | Applications | COTS | Access | True | DawkinsG | RM 323145 | [NAME] | 2012-02-21 15:55:31 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | True | 0 | Solved (Permanently) | Password and secret question resets were successful. | [NAME]
2012-02-21 15:48:47 | 2012-02-22 09:21:25 | INC0020027 | 5 - Medium | Incident | Resolved | Assigned External | Cold Reboot of Servers | [NAME] | Service Desk | MD1AS323 | Server/Data Center | Hardware | Access | True | [NAME] | 3037664 | [NAME] | 2012-02-21 15:50:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Servers have been rebooted. | [NAME]
2012-02-21 15:49:07 | 2012-02-22 11:45:40 | INC0020028 | 5 - Medium | Service Request | Resolved |  | user cannot log into his laptop. | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | TutuM |  | [NAME] | 2012-02-21 15:55:28 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] account this morning, the password has been reset. _x000D_ Closing ticket. | [NAME]
2012-02-21 15:50:34 |  | INC0020031 | 5 - Medium | Incident | Pending | Pending Customer | FM Desktop outage | [NAME] | CZ - G&A - Support | FM Desktop (Prod) | Applications | Business Applications | Outage | True | SahooA |  | [NAME] | 2012-02-21 15:55:14 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 15:51:39 | 2012-02-21 17:09:45 | INC0020032 | 5 - Medium | Service Request | Resolved |  | Extend Account - Marjorie Speirs | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | TutuM |  | [NAME] | 2012-02-21 15:54:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Customer Account extended to 06/04/12. Customer notified via email | [NAME]
2012-02-21 15:53:52 | 2012-02-23 10:46:34 | INC0020034 | 5 - Medium | Service Request | Resolved |  | [NAME] is not in Service Now | Amanda Forst | ServiceNow [NAME] | ServiceNow (Dev) | Applications | Business Applications | New Request | True | TansindaC |  | [NAME] | 2012-02-21 15:54:47 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | [NAME] profile has been added as requested | [NAME]
2012-02-21 15:55:09 | 2012-02-22 11:50:12 | INC0020035 | 5 - Medium | Service Request | Resolved |  | [NAME] wants to modify her account | Amanda Forst | Exchange Server Support | Outlook 2003 | Account Admin | Modify | Account | True | roosd |  | [NAME] | 2012-02-21 16:01:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Hi there_x000D_ _x000D_ Only one email address for [NAME] was found._x000D_ _x000D_ I have added [EMAIL] to Michelle's account and set this as the primary address._x000D_ The [EMAIL] will still arrive in her inbox as normal. | [NAME]
2012-02-21 15:57:35 |  | INC0020037 | 5 - Medium | Service Request | In Progress |  | User has been assigned a phone number that is already in use | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | TutuM |  | [NAME] | 2012-02-21 16:08:08 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 16:04:27 | 2012-02-22 16:24:13 | INC0020041 | 5 - Medium | Service Request | Resolved |  | user request to have publisher installed. | [NAME] | Deskside - Gaithersburg | CI Not Found | Applications | Business Applications | Install/Remove | True | GeorgeMa |  | [NAME] | 2012-02-21 16:30:09 | 00:00:00 |  | Microsoft Publisher | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reinstalled the office and resolved the issue | [NAME]
2012-02-21 16:06:23 |  | INC0020042 | 5 - Medium | Incident | In Progress |  | Outlook calendar time is not the same for another users calendar | [NAME] | Deskside - Gaithersburg | Outlook 2003 | Applications | Outlook | Performance | True | KeyserM |  | [NAME] | 2012-02-21 16:46:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 16:09:42 | 2012-02-22 09:06:30 | INC0020044 | 5 - Medium | Incident | Resolved |  | Unable to listen to voicemails from computer (static) | [NAME] | Deskside - Gaithersburg | CI Not Found | Other | Other | Other | True | GeorgeMa |  | [NAME] | 2012-02-21 16:23:33 | 00:00:00 |  | voicemails | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | User informed that the issue was resolved after re-starting the system | [NAME]
2012-02-21 16:17:47 |  | INC0020047 | 5 - Medium | Service Request | Pending | Pending Customer | [NAME]Voicemail Activation Form | [NAME] | Voice | [NAME] | Hardware | Peripheral | Request/Replace | True | RobertsTr |  | [NAME] | 2012-02-21 16:28:27 | 00:00:00 |  | desk phone | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 16:20:29 | 2012-02-21 16:26:26 | INC0020048 | 5 - Medium | Service Request | Resolved |  | Re-enable Account | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Access | True | NguyenQ |  | [NAME] | 2012-02-21 16:21:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Nick's account has been re-enabled and the group DEPT-IT has been re-added to his account. | [NAME]
2012-02-21 16:23:47 |  | INC0020053 | 5 - Medium | Service Request | Pending | Pending Customer | elms login issues | [NAME] | CZ - Enterprise Application - Support | eLMS Enterprise Elements (Dev) | Account Admin | New | Access | True | MullaveeduB |  | [NAME] | 2012-02-22 10:46:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 16:34:14 | 2012-02-21 16:43:17 | INC0020054 | 5 - Medium | Service Request | Resolved |  | Unable to logon to OnTheGo | [NAME] | Service Desk | OnTheGo | Account Admin | Reset | Password | True | PerryA |  | [NAME] | 2012-02-21 16:43:17 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | -Reset customer's pin._x000D_ -Logged on successfully | [NAME]
2012-02-21 16:42:57 | 2012-02-22 10:44:55 | INC0020057 | 5 - Medium | Service Request | Resolved |  | User wants to change the manager of the distribution list. | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Access | True | PacuanL |  | [NAME] | 2012-02-21 16:52:55 | 00:00:00 |  | Distribution list change | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Made Ignatius the owner. | [NAME]
2012-02-21 16:46:22 |  | INC0020058 | 5 - Medium | Service Request | Assigned |  | Need access to Shared Drive | [NAME] | Accounts Administration | CI Not Found | Account Admin | Modify | Shared Folder | True | RizzoJ |  | [NAME] | 2012-02-21 16:50:15 | 00:00:00 |  | Shared Drive | 1-2 Users Affected | Avinash Dunham | False | 0
2012-02-21 16:50:28 | 2012-02-21 16:55:44 | INC0020059 | 5 - Medium | Service Request | Resolved |  | User needs his Network Account unlocked | [NAME] | Service Desk | AD (Active Directory) Account | Account Admin | Modify | Access | True | LockS |  | [NAME] | 2012-02-21 16:55:44 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Looked the user up in Active Directory and unlocked his account. | [NAME]
2012-02-21 16:51:54 | 2012-02-22 08:59:56 | INC0020060 | 5 - Medium | Service Request | Resolved |  | User has two seperate phone numbers, and needs account modified | [NAME] | Deskside - Gaithersburg | AD (Active Directory) Account | Account Admin | Modify | Account | True | JamisonB |  | [NAME] | 2012-02-22 08:43:21 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | setup as requested, followed up with user to make sure it is working correctly | [NAME]
2012-02-21 16:54:52 |  | INC0020063 | 4 - High | Incident | Assigned |  | Ip address for the FTP site (ftp02-test.ftp.mdsol.com) has been changed | Sathish Kumar | Network Level 2 | CI Not Found | Server/Data Center | Database/System | Fault/Error | True | GutierrezL |  | [NAME] | 2012-02-21 17:07:54 | 00:00:00 |  | FTP | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 16:57:08 |  | INC0020065 | 5 - Medium | Incident | In Progress |  | Laptop failure. Fan error | [NAME] | Deskside - PA | Laptop | Hardware | Computer | Fault/Error | True | PrioloJ |  | [NAME] | 2012-02-21 16:59:48 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 16:58:22 | 2012-02-21 17:12:54 | INC0020066 | 5 - Medium | Service Request | Resolved |  | User needs toner replaced in a printer | [NAME] | Service Desk | Printer | Printing | Hardware | Request For Information | True | LockS |  | [NAME] | 2012-02-21 17:08:39 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Gave the user the phone number to the copy center. | [NAME]
2012-02-21 17:00:31 |  | INC0020067 | 5 - Medium | Service Request | In Progress |  | User's computer is no longer reading her printer | [NAME] | Deskside - Field Sales | Printer | Printing | Application | Configuration | True | HillJos |  | [NAME] | 2012-02-21 17:51:57 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 17:02:24 | 2012-02-21 17:04:12 | INC0020069 | 5 - Medium | Incident | Resolved |  | New temps passwords not accepted. | [NAME] | Deskside - PA | Laptop | Network/Connectivity | Wired | Access | True | PrioloJ |  | [NAME] | 2012-02-21 17:04:12 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Reset all passwords. Resolved | [NAME]
2012-02-21 17:04:27 | 2012-02-21 17:07:23 | INC0020071 | 5 - Medium | Incident | Resolved |  | [NAME] - OnTheGo error. | [NAME] | Deskside - PA | Laptop | Network/Connectivity | Remote | Fault/Error | True | PrioloJ |  | [NAME] | 2012-02-21 17:07:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Ran IE7 with [NAME] credentials. Juniper installed. Working ok. | [NAME]
2012-02-21 17:04:59 |  | INC0020073 | 3 - Tier 3 App Outage | Incident | Pending | Assigned External | users not able to log in to mars | [NAME] | CZ - G&A - Support | MARS (Prod) | Applications | Business Applications | Access | True | KrishnarajS | INC0020543 | [NAME] | 2012-02-21 17:06:27 | 00:00:00 |  |  | 21 to 100 Users Affected | [NAME] | False | 1
2012-02-21 17:05:50 | 2012-02-22 15:56:21 | INC0020074 | 5 - Medium | Incident | Resolved | Pending Customer | Ops Account Created | [NAME] | Intel Server Support | Other | Account Admin | General | Access | True | TchaboJ |  | [NAME] | 2012-02-22 15:38:58 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3 | Solved (Permanently) | added [NAME]'s ops account to the appropriate groups. | [NAME]
2012-02-21 17:06:23 | 2012-02-22 09:22:15 | INC0020075 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13208 - John McKenna 3/5/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | True | KellyPa |  | [NAME] | 2012-02-21 17:07:41 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Account created and manager notified, also sent tickets for voice and deskside setup | [NAME]
2012-02-21 17:08:23 | 2012-02-23 08:21:57 | INC0020077 | 5 - Medium | Service Request | Resolved |  | On Boarding Form - OBF13208 - Lisa Spaans 2/27/12 | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | New | Account | True | KellyPa |  | [NAME] | 2012-02-21 17:09:42 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Accounts created and tickets routed to both deskside and voice to complete setup. | [NAME]
2012-02-21 17:10:32 | 2012-02-22 11:39:53 | INC0020079 | 5 - Medium | Incident | Resolved | Pending Customer | Restore Access to H:\ Drive | [NAME] | Accounts Administration | CI Not Found | Server/Data Center | Database/System | Access | True | [NAME] |  | Rankit Thakkar | 2012-02-21 17:52:47 | 00:00:00 |  | home drive | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Fixed Permissions._x000D_ _x000D_ User MUST log-out and Log-in to see changes. | Rankit Thakkar
2012-02-21 17:16:22 |  | INC0020080 | 5 - Medium | Service Request | Pending | Pending Customer | Software install | [NAME] | Service Desk | CI Not Found | Applications | Business Applications | Install/Remove | True | YeY |  | [NAME] | 2012-02-21 17:21:52 | 00:00:00 |  | LN2 | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 17:22:09 |  | INC0020081 | 5 - Medium | Incident | Pending | Pending Customer | User cannot create a meeting in [NAME] | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | True | PusslerJ |  | [NAME] | 2012-02-21 17:40:03 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 17:23:29 | 2012-02-22 15:45:49 | INC0020082 | 5 - Medium | Incident | Resolved | Pending Customer | Static on laptop. | [NAME] | Service Desk | Laptop | Hardware | Computer | Fault/Error | True | YeY |  | [NAME] | 2012-02-21 17:24:28 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | resolved per user | [NAME]
2012-02-21 17:26:44 | 2012-02-22 15:54:56 | INC0020085 | 5 - Medium | Service Request | Resolved |  | please re-add pc to the domain | [NAME] | IMAC Coordinator | Desktop | Hardware | Computer | Configuration | True | HerronG |  | [NAME] | 2012-02-22 08:23:27 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | GH, added computer to domain, installed antivirus. | [NAME]
2012-02-21 17:31:05 |  | INC0020086 | 5 - Medium | Service Request | In Progress |  | Request for new or upgraded hardware - [NAME] | [NAME] | Deskside - California | Laptop | Hardware | Computer | Request/Replace | True | HillJos |  | [NAME] | 2012-02-21 17:40:16 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 17:35:41 |  | INC0020088 | 5 - Medium | Incident | Pending | Pending Customer | Outlook | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | True | YeY |  | [NAME] | 2012-02-21 17:40:04 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 17:44:32 | 2012-02-22 12:00:08 | INC0020094 | 5 - Medium | Service Request | Resolved |  | Customer needs access to Citrix-calman-admins-dev-cps4 | [NAME] | Accounts Administration | Citrix | Account Admin | Modify | Access | True | StilesH |  | [NAME] | 2012-02-21 17:51:13 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Added to the group. | [NAME]
2012-02-21 17:47:11 |  | INC0020097 | 5 - Medium | Service Request | Pending | Pending Customer | Fw: HPC Reboot | [NAME] | Service Desk | HPC (Prod) | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | YeY |  | [NAME] | 2012-02-21 17:49:38 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 18:07:27 |  | INC0020103 | 5 - Medium | Service Request | In Progress |  | Laptop request - PCR11177 - Remedy INC000002868233 | [NAME] | Deskside - California | Laptop | Hardware | Computer | Request/Replace | True | HillJos |  | [NAME] | 2012-02-21 18:12:32 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 18:10:47 | 2012-02-22 08:51:10 | INC0020104 | 5 - Medium | Service Request | Resolved |  | Requested Visio install | [NAME] | Service Desk | [NAME] 2003 | Applications | Business Applications | Install/Remove | True | [NAME] |  | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved First Call by Service Desk | Installed software on computer. | [NAME]
2012-02-21 18:10:49 |  | INC0020105 | 5 - Medium | Service Request | Assigned |  | User cannot access the CLSD database | [NAME] |  | CI Not Found | Applications | Business Applications | Configuration | True | [NAME] |  | [NAME] |  | 00:00:00 |  | CLSD database | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 18:16:07 | 2012-02-21 19:00:37 | [NAME] | 5 - Medium | Service Request | Resolved |  | : Please Re-Image the Santa Cruz Conference Room Laptop | [NAME] | Deskside - California | Laptop | Hardware | Computer | Request/Replace | True | MaggioloM |  | [NAME] | 2012-02-21 18:17:26 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Reimaged system. | [NAME]
2012-02-21 18:22:53 | 2012-02-22 06:29:49 | INC0020108 | 5 - Medium | Service Request | Resolved |  | Network login needs to be extended | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-21 18:41:38 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 1 | Solved (Permanently) | Extended to May 23. | [NAME]
2012-02-21 18:29:49 |  | INC0020109 | 5 - Medium | Service Request | In Progress |  | Laptop request - PCR11166; [NAME] ticket# INC000002858228 | [NAME] | Deskside - California | Laptop | Hardware | Computer | Request/Replace | True | MaggioloM |  | [NAME] | 2012-02-21 18:39:51 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 18:30:11 | 2012-02-21 18:33:24 | INC0020110 | 5 - Medium | Service Request | Resolved |  | I forgot my pin for grid guard | [NAME] | Service Desk | OnTheGo | Account Admin | Reset | Password | True | YeY |  | [NAME] | 2012-02-21 18:33:24 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | reset user's pin | [NAME]
2012-02-21 18:40:30 |  | INC0020111 | 5 - Medium | Service Request | In Progress |  | Laptop request - Remedy ticket# INC000002858228 | [NAME] | Deskside - California | Laptop | Hardware | Computer | Request/Replace | True | HillJos |  | [NAME] | 2012-02-21 18:42:59 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 20:03:42 | 2012-02-23 09:15:48 | INC0020121 | 5 - Medium | Service Request | Resolved |  | Requested a new Laptop battery | Asheesh Chhabra | Deskside - Gaithersburg | Battery | Hardware | Peripheral | Request/Replace | True | JamisonB |  | [NAME] | 2012-02-21 20:09:23 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | user had an out of warranty T61, replaced laptop, transferred data, will complete setup when user returns to the office tomorrow. | [NAME]
2012-02-21 20:23:59 |  | INC0020122 | 5 - Medium | Service Request | Pending | Pending Customer | How do I set up my voicemail | [NAME] | Voice | [NAME] | Telephony | [NAME] | [NAME] | True | JorgensenR |  | [NAME] | 2012-02-21 20:25:49 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 21:35:39 |  | INC0020129 | 4 - High | Incident | Assigned |  | Outlook stays in disconected mode | [NAME] | Service Desk | Outlook 2003 | Applications | Outlook | Fault/Error | True | TorrenceA |  | [NAME] | 2012-02-22 12:15:43 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 3
2012-02-21 22:25:19 |  | INC0020135 | 5 - Medium | Service Request | Pending | Assigned External | Low disk space MEDIMMUNE56 | [NAME] | Service Desk | MEDIMMUNE56 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | PennS | 3038241 | [NAME] | 2012-02-21 22:27:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 22:48:01 | 2012-02-22 10:00:18 | INC0020136 | 5 - Medium | Service Request | Resolved |  | Please extend [NAME] account for another 90 days | [NAME] | Accounts Administration | AD (Active Directory) Account | Account Admin | Modify | Account | True | StilesH |  | [NAME] | 2012-02-21 22:50:02 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Extended to May 25. | [NAME]
2012-02-21 22:59:25 |  | INC0020138 | 5 - Medium | Service Request | Pending | Assigned External | MDI mdi_medimmune39 Major Process missing: svchost | [NAME] | Service Desk | MEDIMMUNE39 | Server/Data Center | Hardware | Configuration | True | PennS | 3038231 | [NAME] | 2012-02-21 23:05:06 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 23:08:03 |  | INC0020139 | 5 - Medium | Service Request | Pending | Assigned External | MI Alert: mdi_md1as096 | [NAME] | Service Desk | MD1AS096 | Server/Data Center | Database/System | s_Database/System_Request For Informatio | True | PennS | 3038232 | [NAME] |  | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0
2012-02-21 23:21:50 |  | INC0020140 | 5 - Medium | Service Request | In Progress |  | Endnote installation | [NAME] | IMAC Coordinator | CI Not Found | Applications | OS | Install/Remove | True | HerronG |  | [NAME] | 2012-02-22 08:24:55 | 00:00:00 |  | Endnote | 1-2 Users Affected | [NAME] | False | 1
2012-02-21 23:58:58 | 2012-02-22 00:04:50 | INC0020141 | 5 - Medium | Incident | Resolved |  | MiFi Replacement | [NAME] | Service Desk | CI Not Found | Hardware | Mobile Device | General | True | WeaverA |  | [NAME] | 2012-02-22 00:04:50 | 00:00:00 |  | MIFI | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Sonya, is just informing Us that someone is working on it and awaiting a phone call. _x000D_ -Anthony Weaver | [NAME]
2012-02-22 00:08:23 | 2012-02-23 00:14:12 | INC0020143 | 6 - Low | Incident | Resolved |  | Monitoring ticket for G&A and Ops | [NAME] | CZ - G&A - Support | Contract Request (Prod) | Applications | Business Applications | Fault/Error | True | MuraleedharanH |  | [NAME] | 2012-02-22 00:10:05 | 00:00:00 |  |  | 1-2 Users Affected | [NAME] | False | 0 | Solved (Permanently) | Taken the screen shots and logs for the monitoring. Applcation monitoring was completed | [NAME]