Tara Brown, Wed, 31st May 2023 2:49pm

Updated by agent

Status changed from Awaiting Agent > Awaiting Agent to Resolved

Tara Brown, Wed, 31st May 2023 2:49pm

New agent reply

New note ID 1238264 (submitted via web interface from IP 52.56.62.193)

Tara Brown, Wed, 31st May 2023 2:49pm

Updated by agent

Changed agent followers (1 removed)

Trigger 110

Changed agent followers (1 added)

Trigger 110

Changed agent followers (1 added)

Tara Brown, Wed, 31st May 2023 2:49pm

Updated by agent

Changed agent followers (1 removed)

Trigger 110

Changed agent followers (1 added)

Trigger 110

Changed agent followers (1 added)

Tara Brown, Wed, 31st May 2023 2:49pm

Updated by agent

Changed agent followers (1 removed)

Trigger 110

Changed agent followers (1 added)

Tue, 30th May 2023 6:37am

Updated by system

Escalation 7

Status changed from Pending > Pending to Awaiting Agent

Escalation 7

New note ID 1234581

Tara Brown, Fri, 26th May 2023 6:35am

Updated by agent

Status changed from Awaiting Agent > Awaiting Agent to Pending

Mon, 22nd May 2023 6:09pm

Updated by system

Escalation 7

Status changed from Pending > Pending to Awaiting Agent

Escalation 7

New note ID 1225518

Tara Brown, Thu, 18th May 2023 6:07pm

Updated by agent

Status changed from Awaiting Agent > Awaiting Agent to Pending

Mon, 15th May 2023 10:59pm

Updated by system

Escalation 7

Status changed from Pending > Pending to Awaiting Agent

Escalation 7

New note ID 1214352

Tara Brown, Thu, 11th May 2023 10:57pm

Updated by agent

Status changed from Awaiting Agent > Awaiting Agent to Pending

Tue, 9th May 2023 6:18am

Updated by system

Escalation 7

Status changed from Pending > Pending to Awaiting Agent

Escalation 7

New note ID 1203717

Tara Brown, Fri, 5th May 2023 6:17am

Updated by agent

Status changed from Awaiting Agent > Awaiting Agent to Pending

Sat, 29th Apr 2023 9:35am

Updated by system

Escalation 7

Status changed from Pending > Pending to Awaiting Agent

Escalation 7

New note ID 1195130

Fri, 28th Apr 2023 3:50pm

Updated by system

SLA Escalation Resolution 2 sla changed from warning to fail

Wed, 26th Apr 2023 11:49am

Updated by system

SLA Escalation Resolution 2 sla changed from ok to warning

Tara Brown, Tue, 25th Apr 2023 9:33am

Updated by agent

Status changed from Awaiting Agent > Awaiting Agent to Pending

Mon, 24th Apr 2023 9:36pm

Updated by system

Escalation 7

Status changed from Pending > Pending to Awaiting Agent

Escalation 7

New note ID 1187037

Fri, 21st Apr 2023 3:49pm

Updated by system

SLA Escalation Resolution sla changed from warning to fail

Tara Brown, Thu, 20th Apr 2023 9:33pm

Updated by agent

Status changed from Awaiting Agent > Awaiting Agent to Pending

Tara Brown, Thu, 20th Apr 2023 9:32pm

Updated by agent

Department Association selected: Home Office

What are you getting in touch about? selected: General Security Advice

Thu, 20th Apr 2023 3:50pm

Updated by system

SLA Escalation Resolution sla changed from ok to warning

Abbas Sheikh, Thu, 20th Apr 2023 3:26pm

Updated by agent

Labels added: Escalation (support team)

Labels added: Escalation (support team) 2

Trigger 37

SLA added: Escalation Resolution Escalation Resolution

Trigger 37

SLA removed: Resolution

Trigger 110

SLA added: Escalation Resolution 2 Escalation Resolution 2

Trigger 110

Changed agent followers (1 added)

Trigger 110

Changed agent followers (1 added)

Trigger 110

Changed agent followers (1 added)

Tue, 18th Apr 2023 3:49pm

Updated by system

SLA Resolution sla changed from warning to fail

Tue, 18th Apr 2023 9:49am

Updated by system

SLA Resolution sla changed from ok to warning

Alicia Khan, Mon, 17th Apr 2023 7:24am

Updated by agent

Assigned Agent changed from Karen Baker to Tara Brown

Trigger 3

Agent emailed Tara Brown <tara.brown@cluster2security.gov.uk>

Lisa Kitson, Fri, 14th Apr 2023 3:49pm

New ticket by user

New ticket by user via email gateway — Ticket ID 700532

Subject set to RE:

User Owner set to ID 25539

Email Account changed from None to contact@cluster2.deskpro.com

New message ID 1174533

New attachment ID 575823 image001.png

Trigger 14

Brand set to [#1] PSC Security Support

Trigger 14

Department set to Security Support

Trigger 48

Assigned Agent changed from Unassigned to Karen Baker

SLA added: Resolution Resolution