Subject: Audit report, 05th May 2022
From: Pravesh Singh <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Wed, 4 May 2022 16:49:50 -0700 (MST)

Hello Pritish, 

Please find the attached audit report for today. And, can you please speak to Sven again concerning the subject line format, it looks so confusing to us? 

ID 	Subject 	Assignee 	Feedback 	Comment 	
219753 	SDW 5065, MS Teams/ Cisco IP Phone 8841, Constant beeps in the headset 	Shivangi Bhattacharya 	Ok 	Should've clarified, is it a high pitch beep tones (audio link opening/closing notification) or it could be second call on hold notification? Should've suggested changing the EC settings. User guide not attached as mentioned in the email. 	
219710 	GSP 670, PC, Connection Drops 	Ritesh Kumar 	Ticket Handling, Documentation 	Didn't ask to confirm the phone number. Case summary format not followed (issue desc. and no notes on splitting the tickets). Wrong issue type selected in the LHS field. 	
219553 	MB Pro 2 UC, PC, No sound B side 	Grace Boussi 	Documentation, Ticket Handling 	Issue clarification (intermittent/permanent), incomplete notes. OS version not confirmed. Should've shared the support page link for the troubleshooting (FW update and reset). 	
219748 	GSX 1200, Win 10, Needs to replug the soundcard every time starts the PC 	Tiantian Xiang 	Fragment troubleshooting 	Should've suggested disabling the USB power setting in the first response instead of sharing basic troubleshooting. Notes added 	
219886 	SDW 10 HS, Windows 10, Unresposive unit/No sound 	Sebastian Coldea 	Ticket Handling, Fragment Troubleshooting, Documentation 	Should've created a new ticket for the second headset. No firmware check, reset, forced pairing for the first headset. LHS field not added/updated 	
219833 	IMPACT DW Office ML EU, Windows 10, Unable to update the Firmware 	Adelina Paula Bartes 	Ok 	LHS field not updated 	
219846 	D10 Phone, PC/Win10/SP/Cisco Jabber, No call control 	Sven Thiele 	Product Knowledge, Ticket Handling 	D 10 Phone connected to PC, repeated questions about OS version, didn't share the relevant steps/KB link. 	
219399 	SDW 60 HS, Teams, Beeps during meeting 	Jeet Behera 	Product Knowledge, Ticket Handling, Documentation 	Complete headset model missing, should've called the customer to ask the basic probing questions. Wrong issue type selected, error while installing EC - contact your IT team. 	
219959 	SDW 60 HS, PC, Pairing process 	AJ Hurry 	Ok 	- 	
219563 	SDW 5015, PC/Deskphone, Cannot pair another HS to the BS 	Ismael Zakaria 	Fragment Troubleshooting 	Put the HS into pairing mode first, then dock on the BS, check EC (multiple headset pairing is enabled)?? 	
219932 	GSP 670, PC, Product information 	Josie Lau 	Ok 	Should've shared the user manual as well. 	

Best regards, 
Pravesh Singh