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#727254 · Password reset request

Service Desk · Critical · In Progress · Age 170h · SLA Resolution Plan

TicketTasks0Time1Schedule1History8Activities0Attachments0Audit Trail
Details
Agreement | Comprehensive Support
CompanyAcme MSP (Home)
SiteUnderwood
ContactEthan Roberts
Phone+61 487 399 315
Emailethan.roberts@acmemsp.example
OwnerSam Patel
BoardService Desk
StatusIn Progress
TypePassword reset
SubtypeAccount - Password
ItemActive Directory
PriorityCritical
Impact / UrgencyLow / Medium
SLASLA Comprehensive Plan
Conversation
ConnectWise Manage
Ethan Roberts client · 6/16/2026, 12:16:12 PM
Hi team, password reset request. Could you please help? Thanks.
System system · 6/16/2026, 12:19:12 PM
Ticket #727254 opened on Service Desk and assigned to Sam Patel.
Sam Patel tech · 6/23/2026, 6:16:12 AM
Thanks for reaching out — I'm taking a look now and will update you shortly.
Sam Patel system · 6/22/2026, 7:16:12 PM
Internal: escalating to vendor; raised case with Microsoft support.
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Time entries
ConnectWise Manage
Total 48m · 48m billable
Initial investigation
Sam Patel · Service
48m
Ticket history
Acme MSP (Home)
IDSummaryStatusHrsUpdated
843436MFA device replacement
Grace Walker
In Progress0.56/13/2026
754600MFA device replacement
Noah Hall
In Progress1.56/14/2026
577005Offboarding — disable account
Ivy Lee
In Progress1.56/19/2026
519157Suspicious login alert review
Chloe Scott
New1.56/11/2026
296229Outlook disconnecting intermittently
Mia Roberts
New0.56/18/2026
245309Password reset request
Sophia Murphy
Scheduled0.56/16/2026
165443Suspicious login alert review
Ethan Roberts
Scheduled1.56/10/2026
674030New starter onboarding
Ivy Wright
In Progress0.56/20/2026
Resources & meetings
1
Sam Patel
Onsite · Tue 9:30 – 16:00
Escalation
tier 1/3
Service Desk · current
Systems Engineer
Senior Systems Engineer
AI
Assistant
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