Subject: [Ticket #713] raised by Brian Sexton was closed.
From: IT Services <[email-masked]>
To: "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, Meghan Flanagan <[email-masked]>, "[email-masked]" <[email-masked]>, Robert Cosgrove <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Thu, 17 Oct 2019 19:54:28 +0000

Hi,

This is an acknowledge mail.

Request #713 raised by Brian Sexton was closed. See details below:

Issue: RE: [Ticket #588] raised by Robert Cosgrove was closed.
Resolution:
Dani performed a reset of the authentication methods through Azure AD.

Description:
@IT Services<mailto:[email-masked]> could you please help with the below request from Sankarshan?

From: Sankarshan Rajan <[email-masked]>
Sent: Friday 11 October 2019 13:13
To: Brian Sexton <[email-masked]>
Cc: Robert Cosgrove <[email-masked]>; Saurabh Dadu <[email-masked]>; Ashish Dabral <[email-masked]>; Meghan Flanagan <[email-masked]>; IT Services <[email-masked]>; Parvez Alam <[email-masked]>
Subject: Re: [Ticket #588] raised by Robert Cosgrove was closed.

Hi,

Agent Ekta.Sharma is facing the same OTP issue. Last time the issue was resolved for Akanksha and Fatoumata by changing their Phone number which helped. However in Ekta sharma's scenario we do not get an option on her Microsoft account to change the phone number.

Can this please be checked and let us know what further troubleshooting should we try to resolve this issue.

Kind Regards,
Sankarshan Rajan
________________________________
From:"IT Services" <[email-masked]<mailto:[email-masked]>>
To: "Ashish Dabral" <[email-masked]<mailto:[email-masked]>>, "brian sexton" <[email-masked]<mailto:[email-masked]>>, "Meghan Flanagan" <[email-masked]<mailto:[email-masked]>>, "Sankarshan Rajan" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, October 8, 2019 9:29:41 PM
Subject: [Ticket #588] raised by  Robert Cosgrove was closed.

Hi,

This is an acknowledge mail.

Request#588 raised by Robert Cosgrove was closed. See details below:

Issue: RE: OTP issue
Resolution:
Provided guide on how to set up GAuth as an authentication method

Description:
@IT Services<mailto:[email-masked]> – We have 2 agents in India who are not receiving the 2FA number when they login. Their IT have run some tests to see if this is an issue on their side and they believe it is not.

  *   [email-masked]<mailto:[email-masked]>
  *   [email-masked]<mailto:[email-masked]>

Can you look into this early this morning so we do not lose any more productive hours.

Thanks
Robert

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Friday 4 October 2019 19:05
To: Robert Cosgrove <[email-masked]<mailto:[email-masked]>>; Meghan Flanagan <[email-masked]<mailto:[email-masked]>>; Brian Sexton <[email-masked]<mailto:[email-masked]>>; Sankarshan Rajan <[email-masked]<mailto:[email-masked]>>; Ashish Dabral <[email-masked]<mailto:[email-masked]>>
Subject: Re: OTP issue

UPDATE:

Dear Rob, Meghan, Brian,

We have done several test on our current Twilio platform. When we send a test message from our cell phone to the Twilio to forward to email, it is received instantly, without any delay, however messages coming from your Microsoft 2FA are taking over 20 mins.

It is clear that there is a problem when your server is sending messages to our Twilio number. This has to be taken up with your Microsoft support manager.

At this point, if you would want, we can have the agents put in Sankarshan's cell phone number in it for authentication.

As of now Sankarshan and Ashish are allowed cell phones in office. If we need another number, we could temporarily allow another TL to carry his phone, so we can have 2 - 3 cell phones to receive SMSes. But the long term resolution has to come from Microsoft.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: 04 October 2019 10:48 PM
To: Robert Cosgrove <[email-masked]<mailto:[email-masked]>>; Meghan Flanagan <[email-masked]<mailto:[email-masked]>>; Brian Sexton <[email-masked]<mailto:[email-masked]>>
Subject: Re: OTP issue

Please ignore my last email, even with a different platform we tested, its the same problem. Our IT feels its not an issue on our side.

We are still investigating.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: 04 October 2019 10:45 PM
To: Robert Cosgrove <[email-masked]<mailto:[email-masked]>>; Meghan Flanagan <[email-masked]<mailto:[email-masked]>>; Brian Sexton <[email-masked]<mailto:[email-masked]>>
Subject: Re: OTP issue

Hi Rob, Meghan,

We just changed our supplier for the platform we use, it seems to be better now.

For future, would you be able to set your own platform, to get the OTP delivered to us through email directly?

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________

From: Robert Cosgrove <[email-masked]<mailto:[email-masked]>>
Sent: 04 October 2019 10:08 PM
To: Meghan Flanagan <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Brian Sexton <[email-masked]<mailto:[email-masked]>>
Subject: Re: OTP issue

@Brian Sexton<mailto:[email-masked]>  - Can you speak with Edwin before he leaves at 6 ?

GetOutlook for iOS<https://protect-eu.mimecast.com/s/6eBBCVAywIl6K82fGjE_p?domain=aka.ms>
________________________________

From: Meghan Flanagan <[email-masked]<mailto:[email-masked]>>
Sent: Friday, October 4, 2019 5:06:45 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Robert Cosgrove <[email-masked]<mailto:[email-masked]>>; Brian Sexton <[email-masked]<mailto:[email-masked]>>
Subject: RE: OTP issue

+ @Brian Sexton<mailto:[email-masked]> who is covering the weekend.

Thanks,

Meghan

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: 04 October 2019 17:05
To: Robert Cosgrove <[email-masked]<mailto:[email-masked]>>
Cc: Meghan Flanagan <[email-masked]<mailto:[email-masked]>>
Subject: Re: OTP issue

Hi Robert

We use Twilio same as you, and we checked our logs and we don’t have messages coming on time, if you have a different supplier you want us to use, please let us know.

If you want can you please ask your IT to set OTP come directly to our email, or on some other platform ?

Regards,

Saurabh Dadu

LiveSalesman

On 04-Oct-2019, at 9:25 PM, Robert Cosgrove <[email-masked]<mailto:[email-masked]>> wrote:

Hi All,

We have lost a full day of productivity for 2 agents and I do not want this happen again tomorrow.@Saurabh Dadu<mailto:[email-masked]> It would be good to get this fixed early tomorrow morning as my Team state this is an issue on your end. As soon as we know the reason behind it, I would like to know who is at fault.

Thanks

Robert

From: Meghan Flanagan
Sent: Friday 4 October 2019 15:40
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Robert Cosgrove <[email-masked]<mailto:[email-masked]>>
Subject: OTP issue

Hi Saurabh,

I have been working with Sankarshan and Parvez today to resolve the OTP issue for agents Fatoumata & Akanksha.

Our IT have tried to log into team viewer to resolve the issue however they are unable to due to restrictions.

We do not seem to be having this issue with our other outsourcing offices , Can we check with your IT if the auto forwarding system issue has been resolved. This seems to be an issue on your end with the OTP. Hopefully we can ensure the agents are able to work tomorrow as they have now finished for the day.

Thanks,

Meghan

Complete details of the request can be viewed athttp://viagogo.sdpondemand.manageengine.com/app/itdesk/WorkOrder.do?woMode=viewWO&woID=94327000000592119<https://protect-eu.mimecast.com/s/RqxiCWLzxhjKY86UxvvKq?domain=viagogo.sdpondemand.manageengine.com>

Many thanks,
IT Team.

Note: This is an automated mail. Do not reply to this mail.

Complete details of the request can be viewed at http://viagogo.sdpondemand.manageengine.com/app/itdesk/WorkOrder.do?woMode=viewWO&woID=94327000000627209

Many thanks,
IT Team.

Note: This is an automated mail. Do not reply to this mail.