Password reset

verified security
Reset password
Tested and user was able to log in
Inform user that an email confirmation will be sent
Resolved
-----------------------------------------------------------------------------------
-----------
Locked iga account

verified security
Unlock user in AD
Tested and user was able to log into windows
Resolved
-----------------------------------------------------------------------------------
-----------
Add new device on GOOD

Add user on GOOD server

Inform user an email is being send with the steps and PIN number to setup the
device
USer will follow the steps
Resolved
-----------------------------------------------------------------------------------
-------------
send new access key GOOD work

find user on GOOD server

informed user the access key was sent as well as instructions
had user verify email sent
User will follow the steps
Resolved
-----------------------------------------------------------------------------------
-----------
Sent unlock key

find user user on GOOD server

informed user the unlock key was sent as well as instructions
User will follow the steps
Resolved
-----------------------------------------------------------------------------------
-----------
Add new device on AIRWATCH

verified security
Add user on Airwatch server
Inform user an email is being send with the steps to setup the device
User will follow the steps
Resolved
-----------------------------------------------------------------------------------
-----------
Connection C

Move connexion c on the top of the list of saved wireless network

Run Config_Wlan_ Profil from SDI folder
Log off and log back in windows
User was able to connect to the internet
Resolved
-----------------------------------------------------------------------------------
-----------
Connection N

GEt user select connexion n

GEt user enter domainid@iga.bz and windows password
Tested and user was able to connect the mobile device
Resolved
-----------------------------------------------------------------------------------
-----------
Blackberry

Add user on the spreadsheet

Send BB user setup guide to user
Advise user it might take 3 to 5 businees days before he receives the activation
code
Resolved
-----------------------------------------------------------------------------------
-----------
Pointsec Token reset

verified security
used token to unlock user
changed password
had user test new pw
sent PW reset request email
resolved
-----------------------------------------------------------------------------------
-----------
pointsec remote help
verified security
used remote help web app
had user change password
sent pw reset request email
resolved

-----------------------------------------------------------------------------------
-----------
secure login issues
verified security
had user verify that its opening in ie
had user activate secure login
resolved

ie default browser

verified security
rto with permission
make internet explorer default browser
offered incident number
resolved

-----------------------------------------------------------------------------------
-----------
Iga Dock issues
verified security
rto with permission
uninstalled dell dock
re-install
offered incident number
resolved
-----------------------------------------------------------------------------------
-----------
Feild not auto populating credentials
verified security
rto with permission
activated internet explorer as default browser
tried opening again
offered incident number
resolved
-----------------------------------------------------------------------------------
-----------
PFP transfer
verified security
transferred client plans
had user try again
offered incident number
resolved
-----------------------------------------------------------------------------------
-----------
Business reporting misdirected
advised user to email business reporting
offered incident number
resolved

-----------------------------------------------------------------------------------
-----------
Evpn Grid Card request
verified security
found user on entrust server
sent grid card
attempted connection
offered incident number
resolved
-----------------------------------------------------------------------------------
-----------
NTI backup corrupt jobs

directed user towards bunlinks

ran bunlinks
offered incident number
resolved

-----------------------------------------------------------------------------------
-----------
Add email account
rto w permission
add email account
offered incident number
resolved
-----------------------------------------------------------------------------------
-----------
Next j save to pathway missing
rto with permission
removed and added next j
closed and re-opened outlook
offered incident number
resolved
-----------------------------------------------------------------------------------
-----------
equitrac not prompting
rto with permission
uninstall equitrac
deploy equitrac from ivanti
advised user they need user restart computer once installation complete
advised it will prompt them next print
user will email back if it does not work
resolved
-----------------------------------------------------------------------------------
-----------
outlook personal folders missing
rto with permission
open .pst folder the user needed
verified if file loaded properly
offered incident number
resolved
-----------------------------------------------------------------------------------
-----------
Cant remote in
could not remote in
provided incident number
assigned to service desk
-----------------------------------------------------------------------------------
-----------
malformed reply from site

had user check for updates for capsule

followed KBA00036311
found users profile on airwatch server
removed and added vpn profile
advised user to email back how the vpn works
resolved for now
-----------------------------------------------------------------------------------
-----------
Pathway Reports "no data to display"
rto with permission
view "all consultants" in contacts
switch "consultant" to the one that belongs to the client
had user attempt reports again
offered incident number
resolved