GDesk – Ticket Queue

7 tickets

#ID	Subject	User	Priority	Status	SLA	Last Update
#T-1038	Exchange server not syncing emails	SR Sara R.	P1	Open	Breached	3h ago
#T-1043	Laptop not connecting to VPN	AA Ahmed A.	P3	In Progress		2h ago
#T-1041	Outlook keeps crashing on startup	MK Mohammed K.	P2	New		1h ago
#T-1040	New software installation request — AutoCAD	LM Layla M.	P4	Pending		5h ago
#T-1037	USB ports not working on docking station	BN Badr N.	P3	Open		Yesterday

Showing 5 of 7

18 total tickets

#ID	Subject	Assigned To	Priority	Status	SLA
#T-1038	Exchange server not syncing emails	KH Khalid H.	P1	Open	Breached
#T-1043	Laptop not connecting to VPN	KH Khalid H.	P3	In Progress
#T-1042	Slow internet on Floor 2	FM Fatima M.	P2	In Progress
#T-1039	Password reset for ERP system	AR Abdulaziz R.	P4	New

4 unassigned tickets waiting for an agent. Accept or assign them to keep response times within SLA.

#ID	Subject	Submitted By	Category	Priority	Waiting
#T-1047	Cannot access shared drive after password change	Omar Al-Farsi	Access	P2	14 min
#T-1046	Monitor display flickering — meeting room B	Hessa Al-Dosari	Hardware	P3	32 min
#T-1045	Teams calls dropping every few minutes	Reem Saleh	Network	P2	48 min
#T-1044	Request for second monitor setup	Yazeed Al-Otaibi	Hardware	P4	1h 12m

2 escalated tickets transferred to IT Support from other departments. Please review and accept or redirect.

#ID	Subject	From Department	Transfer Reason	Priority	Action
#T-1036	ERP login issue — system access blocked	Finance	Requires Active Directory permissions change	P1
#T-1033	Video conference camera not detected	Facilities	Hardware issue — needs IT driver configuration	P2

Original Submission

IT Support Form · Hardware

Issue CategoryHardware Problem

Asset TagASSET-0183

Incident Date18 Jun 2025

Affected UsersJust me

DescriptionWhen I try to connect to VPN using Cisco AnyConnect, it shows "Connection Attempt Failed"…

Conversation

AA

Ahmed Al-Rashidi18 Jun · 11:24 AM

When I try to connect to the VPN using Cisco AnyConnect, it shows "Connection Attempt Failed". This started after the Windows update yesterday.

Khalid Hassan18 Jun · 01:45 PMAgent Reply

Thank you for reporting this. Please follow these steps: 1. Open Device Manager 2. Navigate to Network Adapters 3. Right-click your VPN adapter and select "Update Driver". Let me know if this resolves the issue.

KH

Khalid Hassan18 Jun · 01:50 PM🔒 Internal Note

Checked device in SCCM — last driver update was 3 days ago, likely Windows update 24H2 broke the VPN adapter. May need to rollback driver if current fix doesn't work.

Ticket Controls

Status

Priority

Details

Ticket ID#T-1043

SubmitterAhmed Al-Rashidi

DepartmentIT Support

Created18 Jun · 11:24 AM

SLA — 4h of 8h72%

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Public Reply 🔒 Internal Note

User wrote: "I followed the steps but still getting the same error. VPN Service not running."

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Current: P3 — Medium

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P4

Low · 8h response

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FM

Fatima Malik

IT Support Agent · 5 open tickets

Online

AR

Abdulaziz Rashed

IT Support Agent · 6 open tickets

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Security Department

4 agents · Avg 1h response

Facilities

3 agents · Avg 6h response

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Full Audit Trail

Timestamp	Actor	Action	Details	IP
18 Jun · 11:24 AM	AA Ahmed A.	Created	Ticket submitted via IT Support Form	192.168.1.44
18 Jun · 11:26 AM	System	Assigned	Auto-assigned to Khalid Hassan (round-robin)	—
18 Jun · 01:43 PM	KH Khalid H.	Status	New → Open	10.0.1.12
18 Jun · 01:45 PM	KH Khalid H.	Reply	First reply sent to user (public)	10.0.1.12
18 Jun · 01:50 PM	KH Khalid H.	Note	Internal note added	10.0.1.12
18 Jun · 01:51 PM	KH Khalid H.	Status	Open → In Progress	10.0.1.12

Total Duration

6h 14m

First Response

2h 21m

Within SLA

Exchanges

2

Departments

1

Time Per Agent

Agent	Hold Time	Replies	Transfers
KH Khalid Hassan	6h 14m	1	0

Department Journey

Department	Time Spent	Status
IT Support	6h 14m	Active

Merge Duplicate Ticket

The secondary ticket will be closed and its history merged into the primary ticket.

Primary (Keep)

#T-1043

Laptop not connecting to VPN

Ahmed Al-Rashidi · In Progress

Secondary (Close)

#T-1041

Cisco AnyConnect VPN error after update

Mohammed K. · New

Merge Reason

3 tickets selected. Choose a bulk action to apply to all selected tickets.

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Selected Tickets (3)

#ID	Subject	Priority	Status
#T-1043	Laptop not connecting to VPN	P3	In Progress
#T-1041	Outlook keeps crashing on startup	P2	New
#T-1037	USB ports not working on docking station	P3	Open