# Home # Please note: I will be out of office October 11 Further info regarding my schedule can be found here and on the team **Google Calendar**: [[Appointments & Off-time]] --- # [[Current Master Task List]] ## Escalation Questions for Help-Desk Training Investigation - [x] [[76929 - Zoom camera]] ✅ 2024-12-01 I am gathering information regarding what sorts of helpdesk tickets are immediately escalated, what sort of troubleshooting was performed, and whether or not this is something that could/should be able to resolve before escalating. This is to reduce the amount of tickets that make it to the User Services Queue that need not be there. A report will be generated within the next week. - Matthew 11:13 2024-10-01 --- # Below this Line is deprecated - keeping for reference - 76321 - 76341 - 76362 - 76276 - [[76508 - Google - Gmail - Creating New Shared Inbox]] - [[Google - Gmail - Creating New Shared Inbox]] - [[76520 - ARGIS license on Computer JBWN 237]] - Some potentially more intensive/inventive problem solving: - Esports head coach put in a ticket with several questions/wants: - Providing users admin access so they can do their own installations (presumably games via Steam, etc.) - A way to track user logins and sessions on each local machine - *Is there a way we can pull this info from the DC or from Okta? Perhaps through an API or a simple CLI tool written in Go, or something like that?* Someone got my personal cell number: - The new music director managed to call me on my personal cell phone after hours (~5:30 PM) to ask about a PW reset. That's all well and good, but how the **f$#!** did he get my personal cell number? Someone's Excel is stuck on Chinese, somehow: - **76093** needs merging with **76195** - "My excel is still on Chinese" - Vladimir Hernandez - https://www.google.com/search?q=microsoft+excel+stuck+on+chinese&sourceid=chrome&ie=UTF-8 - Will vary based on if 365 on local Excel install needs language changed - Got a call for a PW reset from the music director after hours - did standard PW reset Who administers licenses for Canva? (US Queue) - Not Marketing, apparently - (For **Georgia Younts**) Picked up Minitab related tickets related to licensing access from the queue and a ticket regarding language settings in Google Drive - Need to create or find a documentation page regarding [[Minitab Licensing]] - 3 cases sent to Jude because I am unable to assign licenses to users for some reason, **need to contact Jason or relevant person about getting this fixed** - **00076110** "Minitab for MATH 3320-02" - **00076133** "Statistics" - **00076164** "Minitab access for students" ## Other Misc. Tickets: - **00076152** "access to mcnairscholars alias email" - **00076103** "Remove Debbie Taylor from [[email protected]](mailto:[email protected])" - **00076111** "Employee Website login" - ~~**00076146** "Locked out of my account"~~ ==**COMPLETE**== - Unlocked and replied, awaiting response - ~~**00076122** "St. Edwards University - Task URL Report 09/02/2024"~~ ==**COMPLETE**== - Auto-generated webcrawler/robot email - ~~**00076155** "Argos access"~~ **==COMPLETED (PLS CLOSE)==** - Located relevant KB article, added to personal documentation - [[ARGOS Access]] - Emailed information, waiting to resolve - ***CLOSE TODAY!***