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Recent Activity

  • User

    Sarah Johnson

    2m ago

    Updated ticket #1234 - Printer not working

  • User

    Mike Chen

    15m ago

    Created ticket #1235 - VPN access request

  • User

    Lisa Wong

    1h ago

    Closed ticket #1232 - Password reset completed

SLA Performance

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Cannot connect to VPN

Status: In Progress
Priority: High
Created: 2 hours ago

Ticket Details

Detailed information about this support request.

Reporter
John Doe
Assignee
Sarah Johnson
Category
Network
Due Date
Dec 15, 2024
Description

Unable to connect to company VPN from home. Getting authentication error after entering credentials. Tried restarting computer and clearing browser cache but issue persists.

Error message: "Authentication failed. Please check your credentials and try again."

Attachments

Activity & Comments

  • Sarah Johnson

    Sarah Johnson

    1 hour ago

    I've started investigating this issue. Checking the VPN server logs now.

  • John Doe

    John Doe

    2 hours ago

    Thank you for looking into this. I'm available for any additional information needed.

Current User

People

  • Reporter

    John Doe

    Reporter

  • Assignee

    Sarah Johnson

    Assignee

SLA Tracking

Priority
High
SLA Due
Dec 15, 2024
Time Remaining
2 days, 4 hours

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Hardware Support

Hardware Issues

Laptop, printer, monitor problems

Software Support

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Applications not working correctly

Network Support

Network Issues

VPN, WiFi, connectivity problems

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To Do

3
#1234 High

Cannot connect to VPN

Sarah Sarah J.
#1235 Medium

Printer not responding

Mike Mike C.
#1236 Low

Software license request

Lisa Lisa W.

In Progress

2
#1232 Medium

Email configuration issue

Sarah Sarah J.
#1231 High

Server downtime alert

Mike Mike C.

Review

1
#1230 Low

Password reset request

Lisa Lisa W.

Done

4
#1229 Done

User access provisioning

Sarah Sarah J.

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Recent Requests

Service Status Requested Actions
Laptop Request In Progress 2 days ago View Details
VPN Access Completed 1 week ago View Details

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Total Tickets
1,247
Resolved
1,089
Avg Resolution Time
4.2h
SLA Compliance
94%

Ticket Volume Trend

Category Distribution

Team Performance

Team Member Tickets Resolved Avg Resolution Time SLA Compliance
Sarah Johnson
Sarah Johnson
Senior Support Engineer
 342 3.5h 96%
Mike Chen
Mike Chen
Support Engineer
 298 4.1h 93%
Lisa Wong
Lisa Wong
Support Engineer
 267 4.8h 89%

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User Role Status Actions
Admin
John Admin
john.admin@company.com
 Admin Active Edit Delete
Manager
Sarah Manager
sarah.manager@company.com
 Manager Active Edit Delete
Support Engineer
Mike Engineer
mike.engineer@company.com
 Support Engineer Active Edit Delete

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Operational

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Operational

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Team Members

User Role Department Tickets Assigned Status Actions
John Doe
john.doe@company.com
 Admin IT Operations 12 Active
Jane Smith
jane.smith@company.com
 Manager Support Team 8 Active
Mike Johnson
mike.j@company.com
 Support Engineer Technical Support 24 Active
Sarah Wilson
sarah.w@company.com
 Employee Marketing 3 Pending
David Brown
david.b@company.com
 Support Engineer IT Support 18 Inactive
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