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#523872 · MFA device replacement

Service Desk · Critical · Scheduled · Age 244h · SLA Resolution Plan

TicketTasks0Time1Schedule2History8Activities0Attachments0Audit Trail
Details
Agreement | Comprehensive Support
CompanyAcme MSP (Home)
SiteHead Office
ContactEmma Phillips
Phone+61 458 401 104
Emailemma.phillips@acmemsp.example
OwnerDylan Brooks
BoardService Desk
StatusScheduled
TypeMFA
SubtypeSecurity - MFA
ItemMicrosoft Authenticator
PriorityCritical
Impact / UrgencyLow / Low
SLASLA Comprehensive Plan
Conversation
ConnectWise Manage
Emma Phillips client · 6/13/2026, 12:48:40 PM
Hi team, mfa device replacement. Could you please help? Thanks.
System system · 6/13/2026, 12:51:40 PM
Ticket #523872 opened on Service Desk and assigned to Dylan Brooks.
Dylan Brooks tech · 6/18/2026, 6:48:40 AM
Thanks for reaching out — I'm taking a look now and will update you shortly.
Dylan Brooks system · 6/14/2026, 5:48:40 AM
Internal: escalating to vendor; raised case with Microsoft support.
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Time entries
ConnectWise Manage
Total 1h 8m · 1h 8m billable
Initial investigation
Dylan Brooks · Service
1h 8m
Ticket history
Acme MSP (Home)
IDSummaryStatusHrsUpdated
727254Password reset request
Ethan Roberts
In Progress0.256/13/2026
843436MFA device replacement
Grace Walker
In Progress0.756/19/2026
754600MFA device replacement
Noah Hall
In Progress1.756/22/2026
577005Offboarding — disable account
Ivy Lee
In Progress1.756/17/2026
519157Suspicious login alert review
Chloe Scott
New0.756/9/2026
296229Outlook disconnecting intermittently
Mia Roberts
New1.56/13/2026
245309Password reset request
Sophia Murphy
Scheduled06/12/2026
165443Suspicious login alert review
Ethan Roberts
Scheduled0.256/14/2026
Resources & meetings
2
Dylan Brooks
Remote · Wed 12:00 – 15:00
Ethan Taylor
Remote · Unscheduled
Escalation
tier 1/3
Service Desk · current
Systems Engineer
Senior Systems Engineer
AI
Assistant
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