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Tenants/Acme MSP (Home)/Tickets/#379597

#379597 · Password reset request

Service Desk · High · In Progress · Age 200h · SLA Waiting

TicketTasks0Time1Schedule1History8Activities0Attachments0Audit Trail
Details
Agreement | Comprehensive Support
CompanyAcme MSP (Home)
SiteUnderwood
ContactAria Brown
Phone+61 478 899 858
Emailaria.brown@acmemsp.example
OwnerJess Tran
BoardService Desk
StatusIn Progress
TypePassword reset
SubtypeAccount - Password
ItemActive Directory
PriorityHigh
Impact / UrgencyLow / Low
SLASLA Comprehensive Plan
Conversation
ConnectWise Manage
Aria Brown client · 6/15/2026, 8:43:38 AM
Hi team, password reset request. Could you please help? Thanks.
System system · 6/15/2026, 8:46:38 AM
Ticket #379597 opened on Service Desk and assigned to Jess Tran.
Jess Tran tech · 6/18/2026, 10:43:38 AM
Thanks for reaching out — I'm taking a look now and will update you shortly.
Jess Tran system · 6/22/2026, 9:43:38 PM
Internal: escalating to vendor; raised case with Microsoft support.
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Time entries
ConnectWise Manage
Total 1h 4m · 1h 4m billable
Initial investigation
Jess Tran · Service
1h 4m
Ticket history
Acme MSP (Home)
IDSummaryStatusHrsUpdated
727254Password reset request
Ethan Roberts
In Progress0.56/14/2026
843436MFA device replacement
Grace Walker
In Progress0.56/22/2026
754600MFA device replacement
Noah Hall
In Progress1.256/9/2026
577005Offboarding — disable account
Ivy Lee
In Progress1.756/20/2026
519157Suspicious login alert review
Chloe Scott
New1.256/11/2026
296229Outlook disconnecting intermittently
Mia Roberts
New0.256/14/2026
245309Password reset request
Sophia Murphy
Scheduled1.56/10/2026
165443Suspicious login alert review
Ethan Roberts
Scheduled06/19/2026
Resources & meetings
1
Jess Tran
Onsite · Tue 12:30 – 11:00
Escalation
tier 1/3
Service Desk · current
Systems Engineer
Senior Systems Engineer
AI
Assistant
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