Level $2$ Ticket $2$:

Assignee: Open

Raised by: Juan Delarosa, Human Resources, $11$ min ago

Category: Booting Issue

Priority: Med

Message:

My Dell OptiPlex $9020$ Mini Tower will not go to the Windows

desktop. I heard a series of audible sounds, like Morse code?!? I

think the pattern is one, followed by three, then two. What does

that mean?

Level $2$ Ticket $5$:

Assignee: Open

Raised by: Blake Chaudhary, Sales Inventory Analyst

Category: Network Connectivity Issue

Priority: High

Message:

I need to access my sales projections on the shared drive. I could

access them yesterday afternoon, no problem. My boss is really

leaning on me to get those figures in and he needs access right

away.

Follow$-$Up from Help Desk Associate Jen:

When I had Blake do an IPCONFIG for me$,$ he read his IP address

as $169\mathrm{.}254\mathrm{.}2\mathrm{.}8.$ The network address for his unit is $10\mathrm{.}20\mathrm{.}30.$x$.$ I am

not sure why it is different. What do you think is going on$?$

For each ticket:

Identify the problem.

Establish a theory of probable cause.

Evaluate the theory to determine the actual cause.

Establish a plan of action to resolve the problem and

implement the solution.

Answer Criteria:

$1\mathrm{.}1\mathrm{.}1$: Articulate the main idea and purpose of a communication.

$1\mathrm{.}1\mathrm{.}3$: Present ideas in a clear, logical order appropriate to the task.

$1\mathrm{.}3\mathrm{.}3$: Integrate appropriate credible sources to illustrate and validate ideas.

$2\mathrm{.}1\mathrm{.}1$: Identify the issue or problem under consideration.

$2\mathrm{.}3\mathrm{.}1$: State conclusions or solutions clearly and precisely.