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Service desk · Ticket
Everything an agent did on this ticket, and what it was allowed to do
VPN drops every 20 minutes
Reported from the portal by M. Okafor. Device, office and the last 10 VPN events were attached automatically.
The Network agent matched a known pattern (idle timeout on the split-tunnel profile), pushed the corrected profile and replied. The requester confirmed the fix; no person touched the ticket.
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Opened by M. Okafor from the portal
Device, office and last 10 VPN events attached automatically
· portal
Network agent read the ticket and the VPN logs
Matched a known pattern: idle timeout on the split-tunnel profile
· Network agent
Agent pushed the corrected profile and replied
Allowed by policy: change VPN profiles, no admin rights
· Network agent
Requester confirmed the fix. Closed.
No person touched the ticket
· M. Okafor
72-hour hold
A ticket an agent closed is counted as a result only after 72 hours without a reply from a person. If it is reopened, it is not counted.