{"id":282,"date":"2025-08-02T05:58:14","date_gmt":"2025-08-02T05:58:14","guid":{"rendered":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=282"},"modified":"2025-08-04T21:24:06","modified_gmt":"2025-08-04T21:24:06","slug":"ticket-queue","status":"publish","type":"page","link":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=282","title":{"rendered":"Ticket Queue"},"content":{"rendered":"\n<style>\n  .ticket-grid {\n    display: grid;\n    grid-template-columns: repeat(auto-fill, minmax(270px, 1fr));\n    gap: 20px;\n    padding: 30px;\n    background: #f7f7f7;\n  }\n\n  .ticket-card {\n    border: 2px solid #aa0000;\n    border-radius: 10px;\n    padding: 20px;\n    background: white;\n    box-shadow: 0 4px 8px rgba(0,0,0,0.1);\n    transition: transform 0.2s ease;\n  }\n\n  .ticket-card:hover {\n    transform: scale(1.02);\n    border-color: #cc3333;\n  }\n\n  .ticket-title {\n    font-weight: bold;\n    color: #aa0000;\n    margin-bottom: 10px;\n    font-size: 16px;\n  }\n\n  .ticket-user {\n    color: #555;\n    font-size: 14px;\n    margin-top: 5px;\n  }\n<\/style>\n\n<div class=\"ticket-grid\">\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=PRT001&#038;fname=Jared&#038;lname=Kim&#038;email=jared.kim@example.com&#038;title=Account+locked+after+failed+logins&#038;desc=User+Jared+Kim's+account+was+locked+after+five+failed+login+attempts+on+an+Ubuntu+system\" class=\"ticket-title\">Account locked after failed logins<\/a>\n    <div class=\"ticket-user\">Jared Kim<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=NET002&#038;fname=Tasha&#038;lname=Reed&#038;email=tasha.reed@example.com&#038;title=No+Wi-Fi+access+in+Student+Union&#038;desc=User+Tasha+Reed+can+see+eduroam+but+gets+no+IP+address+assigned\" class=\"ticket-title\">No Wi-Fi access in Student Union<\/a>\n    <div class=\"ticket-user\">Tasha Reed<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=LIN003&#038;fname=Marcus&#038;lname=Young&#038;email=marcus.young@example.com&#038;title=Dual+boot+menu+missing&#038;desc=Marcus+Young+reports+that+after+an+update,+his+Linux+boot+menu+no+longer+appears\" class=\"ticket-title\">Dual boot menu missing<\/a>\n    <div class=\"ticket-user\">Marcus Young<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=EML004&#038;fname=Danielle&#038;lname=Vasquez&#038;email=danielle.vasquez@example.com&#038;title=Outlook+stuck+on+loading+profile&#038;desc=Danielle+Vasquez+reports+that+Outlook+will+not+load+past+the+loading+profile+screen\" class=\"ticket-title\">Outlook stuck on loading profile<\/a>\n    <div class=\"ticket-user\">Danielle Vasquez<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=HWD005&#038;fname=Leo&#038;lname=Nguyen&#038;email=leo.nguyen@example.com&#038;title=PC+overheating+and+shutting+down&#038;desc=Leo+Nguyen's+lab+PC+shuts+down+after+15+minutes+of+use.+Suspects+overheating.\" class=\"ticket-title\">PC overheating and shutting down<\/a>\n    <div class=\"ticket-user\">Leo Nguyen<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=ZOM006&#038;fname=Amy&#038;lname=Foster&#038;email=amy.foster@example.com&#038;title=Zoom+audio+not+detected&#038;desc=Zoom+is+not+detecting+microphone+input+on+Amy+Foster's+MacBook\" class=\"ticket-title\">Zoom audio not detected<\/a>\n    <div class=\"ticket-user\">Amy Foster<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=HWD007&#038;fname=Kevin&#038;lname=Bailey&#038;email=kevin.bailey@example.com&#038;title=Computer+won't+boot&#038;desc=Kevin+Bailey's+computer+is+stuck+on+the+loading+screen\" class=\"ticket-title\">Computer won&#8217;t boot<\/a>\n    <div class=\"ticket-user\">Kevin Bailey<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=BSOD008&#038;fname=Darlene&#038;lname=Thomas&#038;email=darlene.thomas@example.com&#038;title=Blue+screen+error+after+driver+update&#038;desc=Windows+10+crashes+on+Darlene's+laptop+after+a+graphics+driver+update\" class=\"ticket-title\">Blue screen error after driver update<\/a>\n    <div class=\"ticket-user\">Darlene Thomas<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=SW009&#038;fname=Timothy&#038;lname=Harrison&#038;email=timothy.harrison@example.com&#038;title=Software+install+denied+permissions&#038;desc=Timothy+Harrison+is+trying+to+install+R+Studio+but+gets+a+permissions+error\" class=\"ticket-title\">Software install denied permissions<\/a>\n    <div class=\"ticket-user\">Timothy Harrison<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=EML010&#038;fname=Olivia&#038;lname=Sanders&#038;email=olivia.sanders@example.com&#038;title=Outlook+won't+sync+mailbox&#038;desc=Outlook+on+Olivia's+computer+stops+syncing+after+password+reset\" class=\"ticket-title\">Outlook won&#8217;t sync mailbox<\/a>\n    <div class=\"ticket-user\">Olivia Sanders<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=CAN013&#038;fname=Christian&#038;lname=Tran&#038;email=christian.tran@example.com&#038;title=Can't+log+into+Canvas&#038;desc=Christian+cannot+log+into+Canvas+after+ACE+password+reset\" class=\"ticket-title\">Can&#8217;t log into Canvas<\/a>\n    <div class=\"ticket-user\">Christian Tran<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=NET014&#038;fname=Benjamin&#038;lname=Ford&#038;email=benjamin.ford@example.com&#038;title=Drive+mapping+lost+after+reboot&#038;desc=Benjamin's+network+drive+does+not+reconnect+automatically\" class=\"ticket-title\">Drive mapping lost after reboot<\/a>\n    <div class=\"ticket-user\">Benjamin Ford<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=LIN015&#038;fname=Nina&#038;lname=Greene&#038;email=nina.greene@example.com&#038;title=USB+not+detected+on+Linux&#038;desc=Nina's+USB+does+not+mount+on+Ubuntu\" class=\"ticket-title\">USB not detected on Linux<\/a>\n    <div class=\"ticket-user\">Nina Greene<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=ACC016&#038;fname=Laura&#038;lname=Chen&#038;email=laura.chen@example.com&#038;title=Account+creation+delay&#038;desc=Laura+cannot+access+email+or+Canvas+despite+recent+hire\" class=\"ticket-title\">Account creation delay<\/a>\n    <div class=\"ticket-user\">Laura Chen<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=NET017&#038;fname=Dominic&#038;lname=Price&#038;email=dominic.price@example.com&#038;title=Intermittent+Wi-Fi+drop+in+lecture+hall&#038;desc=Wi-Fi+drops+frequently+in+CBC+A-110\" class=\"ticket-title\">Intermittent Wi-Fi drop in lecture hall<\/a>\n    <div class=\"ticket-user\">Dominic Price<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=HWD018&#038;fname=Stacy&#038;lname=Fleming&#038;email=stacy.fleming@example.com&#038;title=Battery+won\u2019t+charge+on+laptop&#038;desc=Laptop+won't+charge+or+hold+power+overnight\" class=\"ticket-title\">Battery won\u2019t charge on laptop<\/a>\n    <div class=\"ticket-user\">Stacy Fleming<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=PRT019&#038;fname=Ahmad&#038;lname=Khan&#038;email=ahmad.khan@example.com&#038;title=Network+printer+is+printing+garbage+text&#038;desc=Department+printer+prints+unreadable+characters\" class=\"ticket-title\">Network printer is printing garbage text<\/a>\n    <div class=\"ticket-user\">Ahmad Khan<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=VPN020&#038;fname=Lena&#038;lname=Rodriguez&#038;email=lena.rodriguez@example.com&#038;title=VPN+client+disconnects+after+5+minutes&#038;desc=VPN+drops+shortly+after+connection+on+macOS\" class=\"ticket-title\">VPN client disconnects after 5 minutes<\/a>\n    <div class=\"ticket-user\">Lena Rodriguez<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=SEC021&#038;fname=Vincent&#038;lname=Reyes&#038;email=vincent.reyes@example.com&#038;title=Forgot+BitLocker+recovery+key&#038;desc=Vincent+is+locked+out+without+BitLocker+key\" class=\"ticket-title\">Forgot BitLocker recovery key<\/a>\n    <div class=\"ticket-user\">Vincent Reyes<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=EML022&#038;fname=Heather&#038;lname=Nguyen&#038;email=heather.nguyen@example.com&#038;title=Email+alias+not+receiving+messages&#038;desc=Heather's+@cs.unlv.edu+alias+does+not+forward+messages\" class=\"ticket-title\">Email alias not receiving messages<\/a>\n    <div class=\"ticket-user\">Heather Nguyen<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=NET023&#038;fname=Bruce&#038;lname=Choi&#038;email=bruce.choi@example.com&#038;title=Static+IP+conflict+on+lab+PC&#038;desc=Bruce+receives+IP+conflict+alerts+on+wired+network\" class=\"ticket-title\">Static IP conflict on lab PC<\/a>\n    <div class=\"ticket-user\">Bruce Choi<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=SW024&#038;fname=Erica&#038;lname=Martinez&#038;email=erica.martinez@example.com&#038;title=Chrome+keeps+crashing+on+login&#038;desc=Erica's+Chrome+browser+crashes+immediately+after+login\" class=\"ticket-title\">Chrome keeps crashing on login<\/a>\n    <div class=\"ticket-user\">Erica Martinez<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=LIN025&#038;fname=Noah&#038;lname=Watts&#038;email=noah.watts@example.com&#038;title=Linux+user+can\u2019t+change+password&#038;desc=Noah+receives+'authentication+token+manipulation+error'+on+Linux\" class=\"ticket-title\">Linux user can\u2019t change password<\/a>\n    <div class=\"ticket-user\">Noah Watts<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=EML026&#038;fname=Tina&#038;lname=Carson&#038;email=tina.carson@example.com&#038;title=Duplicate+emails+on+phone&#038;desc=Tina+receives+duplicates+of+each+email+on+her+Outlook+app\" class=\"ticket-title\">Duplicate emails on phone<\/a>\n    <div class=\"ticket-user\">Tina Carson<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=NET027&#038;fname=Gary&#038;lname=Lam&#038;email=gary.lam@example.com&#038;title=Mac+won\u2019t+connect+to+eduroam&#038;desc=Gary's+MacBook+connects+to+eduroam+but+shows+no+internet\" class=\"ticket-title\">Mac won\u2019t connect to eduroam<\/a>\n    <div class=\"ticket-user\">Gary Lam<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=LIN028&#038;fname=Priya&#038;lname=Joshi&#038;email=priya.joshi@example.com&#038;title=Dual+monitor+not+detected+on+Linux&#038;desc=Priya's+second+monitor+isn't+detected+on+Debian\" class=\"ticket-title\">Dual monitor not detected on Linux<\/a>\n    <div class=\"ticket-user\">Priya Joshi<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=FS029&#038;fname=Steve&#038;lname=Carpenter&#038;email=steve.carpenter@example.com&#038;title=Lost+files+after+restart&#038;desc=Steve's+Downloads+folder+is+empty+after+reboot\" class=\"ticket-title\">Lost files after restart<\/a>\n    <div class=\"ticket-user\">Steve Carpenter<\/div>\n  <\/div>\n  <div class=\"ticket-card\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=313&#038;ticket_id=PRT030&#038;fname=Kristin&#038;lname=Boyle&#038;email=kristin.boyle@example.com&#038;title=Unable+to+print+PDFs&#038;desc=Kristin+cannot+print+PDFs+but+Word+files+print+fine\" class=\"ticket-title\">Unable to print PDFs<\/a>\n    <div class=\"ticket-user\">Kristin Boyle<\/div>\n  <\/div>\n<\/div> <!-- END of .ticket-grid -->\n\n\n\n\n<style>\n  #bmo-helper {\n    position: fixed;\n    bottom: 20px;\n    right: 20px;\n    z-index: 1000;\n    text-align: center;\n  }\n\n  #bmo-helper img {\n    width: 140px;\n  }\n\n  #bmo-speech {\n    background: #ffffff;\n    border: 2px solid #00b3b3;\n    border-radius: 8px;\n    padding: 10px;\n    margin-bottom: 8px;\n    font-family: 'Segoe UI', sans-serif;\n    font-size: 14px;\n    color: #333;\n    max-width: 280px;\n    box-shadow: 0 2px 8px rgba(0,0,0,0.2);\n    line-height: 1.4;\n  }\n\n  .bmo-button {\n    position: fixed;\n    bottom: 20px;\n    left: 20px;\n    background-color: #00b3b3;\n    color: white;\n    border: none;\n    padding: 10px 20px;\n    border-radius: 10px;\n    font-size: 16px;\n    cursor: pointer;\n    z-index: 1001;\n    box-shadow: 0 4px 8px rgba(0,0,0,0.2);\n  }\n\n  #bmo-menu {\n    background: #fff;\n    border: 1px solid #ccc;\n    border-radius: 6px;\n    padding: 8px;\n    margin-top: 8px;\n    text-align: left;\n  }\n\n  #bmo-menu button {\n    display: block;\n    width: 100%;\n    background: none;\n    border: none;\n    text-align: left;\n    padding: 6px;\n    font-size: 14px;\n    cursor: pointer;\n    color: #007a7a;\n  }\n\n  #bmo-menu button:hover {\n    background-color: #f0f0f0;\n  }\n<\/style>\n\n<div id=\"bmo-helper\" style=\"display: none;\">\n  <div id=\"bmo-speech\">Hi! Click a question below to learn more.<\/div>\n  <div id=\"bmo-menu\">\n    <button onclick=\"showBMOAnswer('home')\">What is Home?<\/button>\n    <button onclick=\"showBMOAnswer('login')\">What is Login?<\/button>\n    <button onclick=\"showBMOAnswer('queue')\">What is Ticket Queue?<\/button>\n    <button onclick=\"showBMOAnswer('resolution')\">What is Resolution?<\/button>\n    <button onclick=\"showBMOAnswer('sandbox')\">What is TeamDynamix Sandbox?<\/button>\n    <button onclick=\"showBMOAnswer('phone')\">What is Phone Simulation?<\/button>\n    <button onclick=\"showBMOAnswer('kb')\">What is the Knowledge Base?<\/button>\n    <button onclick=\"showBMOAnswer('quiz')\">What is the Quiz?<\/button>\n    <button onclick=\"showBMOAnswer('check')\">What is Check Your Knowledge?<\/button>\n  <\/div>\n  <img decoding=\"async\" src=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/wp-content\/uploads\/2025\/08\/4FB4.gif\" alt=\"BMO Helper\">\n<\/div>\n\n<button class=\"bmo-button\" onclick=\"toggleBMO()\">\ud83d\udcac Ask BMO<\/button>\n\n<script>\n  function toggleBMO() {\n    const bmo = document.getElementById('bmo-helper');\n    bmo.style.display = (bmo.style.display === 'block') ? 'none' : 'block';\n  }\n\n  function showBMOAnswer(key) {\n    const answers = {\n      home: \"\u201cHome\u201d takes you back to the main homepage.\",\n      login: \"\u201cLogin\u201d is for accessing internal systems. If you're off-campus, you'll need VPN access. VPN guide: https:\/\/www.it.unlv.edu\/vpn\",\n      queue: \"\u201cTicket Queue\u201d simulates real IT help desk tickets you can work through.\",\n      resolution: \"\u201cResolution\u201d shows the expected follow-up after you've worked a simulated ticket.\",\n      sandbox: \"\u201cTeamDynamix Sandbox\u201d is a safe, simulated version of UNLV\u2019s real ticketing system.\",\n      phone: \"\u201cPhone Simulation\u201d lets you chat or speak with simulated users in unique support scenarios.\",\n      kb: \"\u201cKnowledge Base\u201d includes step-by-step guides and reference articles for common issues.\",\n      quiz: \"\u201cQuiz\u201d is where you can test your knowledge across IT support concepts like A+, Network+, and Linux+.\",\n      check: \"\u201cCheck Your Knowledge\u201d is a guided reading page that explains Help Desk core concepts with examples from A+, Network+, Linux+, and Security+ exams. It\u2019s great for pre-quiz prep or review!\"\n    };\n\n    document.getElementById('bmo-speech').textContent = answers[key] || \"I'm not sure about that one!\";\n  }\n<\/script>\n","protected":false},"excerpt":{"rendered":"<p>Account locked after failed logins Jared Kim No Wi-Fi access in Student Union Tasha Reed Dual boot menu missing Marcus Young Outlook stuck on loading profile Danielle Vasquez PC overheating and shutting down Leo Nguyen Zoom audio not detected Amy Foster Computer won&#8217;t boot Kevin Bailey Blue screen error after driver update Darlene Thomas Software [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-282","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=\/wp\/v2\/pages\/282","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=282"}],"version-history":[{"count":27,"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=\/wp\/v2\/pages\/282\/revisions"}],"predecessor-version":[{"id":416,"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=\/wp\/v2\/pages\/282\/revisions\/416"}],"wp:attachment":[{"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=282"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}