{"id":319,"date":"2025-08-03T21:34:13","date_gmt":"2025-08-03T21:34:13","guid":{"rendered":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=319"},"modified":"2025-08-03T22:22:10","modified_gmt":"2025-08-03T22:22:10","slug":"resolution","status":"publish","type":"page","link":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=319","title":{"rendered":"Resolution"},"content":{"rendered":"\n\n\n\n<div id=\"resolution-output\">Loading resolution&#8230;<\/div>\n\n<p style=\"margin-top: 2em;\">\n  \ud83d\udce8 <strong>Want to try another one?<\/strong><br>\n  <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=282\">\n    Route back to the Ticket Queue and submit a ticket to view its resolution.\n  <\/a>\n<\/p>\n\n<script>\nconst params = new URLSearchParams(window.location.search);\nconst ticketId = params.get(\"ticket_id\");\n\nconst resolutions = {\n  \"PRT001\": { tier: \"Tier 2 \u2013 Printer Support\", steps: \"Restart the spooler service, clear paper jams, and reinstall the driver.\", service: \"Desktop Support\", status: \"In Progress\", assigned: \"Tier 2 Agent\" },\n  \"NET002\": { tier: \"Tier 1 \u2013 Network\", steps: \"Check IP configuration, reconnect to Wi-Fi, restart the adapter.\", service: \"Network Services\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n  \"LIN003\": { tier: \"Tier 1 \u2013 Linux\", steps: \"Repair GRUB via live USB, run boot-repair.\", service: \"Linux Support\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n  \"EML004\": { tier: \"Tier 1 \u2013 Email\", steps: \"Reconfigure Outlook profile, verify mailbox sync.\", service: \"Application Support\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n  \"HWD005\": { tier: \"Tier 1 \u2013 Hardware\", steps: \"Clean internal fans, verify BIOS thermal shutdown, check airflow.\", service: \"Desktop Support\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n  \"ZOM006\": { tier: \"Tier 1 \u2013 Zoom\", steps: \"Verify microphone access, restart Zoom, test input.\", service: \"Application Support\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n  \"HWD007\": { tier: \"Tier 1 \u2013 Desktop\", steps: \"Check power cable, try safe mode, run diagnostics.\", service: \"Desktop Support\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n  \"BSOD008\": { tier: \"Tier 2 \u2013 Windows\", steps: \"Uninstall graphics driver in safe mode, roll back driver.\", service: \"General IT\", status: \"In Progress\", assigned: \"Tier 2 Agent\" },\n  \"SW009\": { tier: \"Tier 1 \u2013 Software\", steps: \"Run installer as admin, verify access control policies.\", service: \"Application Support\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n  \"EML010\": { tier: \"Tier 1 \u2013 Email\", steps: \"Clear Outlook cache, re-enter credentials, sync mailbox.\", service: \"Application Support\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n\"CAN013\": { tier: \"Tier 1 \u2013 Canvas\", steps: \"Verify ACE login, try Chrome\/Edge, clear cookies.\", service: \"Application Support\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n\"NET014\": { tier: \"Tier 1 \u2013 Network\", steps: \"Remap the drive manually, verify reconnect at login.\", service: \"Network Services\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n\"LIN015\": { tier: \"Tier 1 \u2013 Linux\", steps: \"Check `lsblk`, mount the USB manually, review dmesg logs.\", service: \"Linux Support\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n\"ACC016\": { tier: \"Tier 1 \u2013 Accounts\", steps: \"Verify account creation in AD, sync with Azure, and test login.\", service: \"Account Services\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n\"NET017\": { tier: \"Tier 1 \u2013 Wi-Fi\", steps: \"Test alternate device, restart adapter, check coverage.\", service: \"Network Services\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n\"HWD018\": { tier: \"Tier 1 \u2013 Laptop\", steps: \"Try new charger, reset battery via BIOS, update firmware.\", service: \"General IT\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n\"PRT019\": { tier: \"Tier 1 \u2013 Printer\", steps: \"Clear print queue, power cycle printer, reinstall driver.\", service: \"Desktop Support\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n\"VPN020\": { tier: \"Tier 2 \u2013 VPN\", steps: \"Reinstall client, test external access, validate credentials.\", service: \"Network Services\", status: \"In Progress\", assigned: \"Tier 2 Agent\" },\n\"SEC021\": { tier: \"Tier 1 \u2013 Security\", steps: \"Check BitLocker key in Microsoft Account or via admin portal.\", service: \"Account Services\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n\"EML022\": { tier: \"Tier 1 \u2013 Email\", steps: \"Review alias forwarding, test send\/receive, clear mail rules.\", service: \"Application Support\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n\"NET023\": { tier: \"Tier 2 \u2013 Network\", steps: \"Check for IP conflicts, assign DHCP reservation, verify MAC.\", service: \"Network Services\", status: \"In Progress\", assigned: \"Tier 2 Agent\" },\n\"SW024\": { tier: \"Tier 1 \u2013 Chrome\", steps: \"Reset Chrome settings, disable extensions, reinstall browser.\", service: \"General IT\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n\"LIN025\": { tier: \"Tier 1 \u2013 Linux\", steps: \"Run `passwd` from root, verify \/etc\/shadow file.\", service: \"Linux Support\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n\"EML026\": { tier: \"Tier 1 \u2013 Email\", steps: \"Clear mobile app cache, remove and re-add account.\", service: \"Application Support\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n\"NET027\": { tier: \"Tier 1 \u2013 Wi-Fi\", steps: \"Forget and reconnect to eduroam, reset network settings.\", service: \"Network Services\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n\"LIN028\": { tier: \"Tier 1 \u2013 Linux\", steps: \"Detect second display via `xrandr`, update X config.\", service: \"Linux Support\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n\"FS029\": { tier: \"Tier 1 \u2013 File Services\", steps: \"Check user profile location, search hidden folders, restore backup.\", service: \"General IT\", status: \"Open\", assigned: \"Tier 1 Agent\" },\n\"PRT030\": { tier: \"Tier 1 \u2013 Printer\", steps: \"Use 'print as image' in PDF viewer or switch PDF viewer app.\", service: \"Desktop Support\", status: \"Open\", assigned: \"Tier 1 Agent\" }\n\n};\n\nconst res = resolutions[ticketId];\nconst output = document.getElementById(\"resolution-output\");\n\nif (res) {\n  output.innerHTML = `\n    <h3>Ticket ID: ${ticketId}<\/h3>\n    <p><strong>Tier:<\/strong> ${res.tier}<\/p>\n    <p><strong>Service Category:<\/strong> ${res.service}<\/p>\n    <p><strong>Status:<\/strong> ${res.status}<\/p>\n    <p><strong>Assigned To:<\/strong> ${res.assigned}<\/p>\n    <p><strong>Suggested Steps:<\/strong> ${res.steps}<\/p>\n  `;\n} else {\n  output.innerHTML = \"<p>\u274c No resolution found for this ticket ID.<\/p>\";\n}\n<\/script>\n","protected":false},"excerpt":{"rendered":"<p>Loading resolution&#8230; \ud83d\udce8 Want to try another one? Route back to the Ticket Queue and submit a ticket to view its resolution.<\/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-319","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=\/wp\/v2\/pages\/319","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=319"}],"version-history":[{"count":7,"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=\/wp\/v2\/pages\/319\/revisions"}],"predecessor-version":[{"id":336,"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=\/wp\/v2\/pages\/319\/revisions\/336"}],"wp:attachment":[{"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=319"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}