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Incident

TK-SMP-SW-02

[IN PROGRESS] VPN drops hourly

Mar 30, 2026 10:36 PM NET High high
IN PROGRESS

Update status

Granada Hills (Store #004)

Conversation

Newest first · messages show as Agent, Team, or Store (store portal) when shared.

  1. Agent Mar 31, 2026 12:36 AM

    Marcus T.

    Agent note from Marcus T.: triaged and tracking as in_progress.
  2. Store Mar 30, 2026 11:36 PM

    Jamie Chen

    Store update: issue still happening after quick checks.
  3. Mar 30, 2026 10:36 PM

    Ticket opened

    Reported by Store visitor

Attach up to 12 files (images or PDF, 8 MB each). Use Post for the store-visible thread and notifications (when configured). Use Post internal for staff-only notes (not on the store portal; no comment notifications).

Attachments

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Impact level

Assignee

Comment notifications

When a comment is posted, in-app alerts go to the reporter, the assignee (if any), plus people you choose below: roles, staff groups (members at this store), individuals, and optional extra emails that match a user login. Configure store-wide defaults in Admin → Setup → Notification defaults. Checkboxes follow the store default for this ticket’s impact until you save here.

Reporter (always notified)

Jamie Chen (store portal)

Roles at this store

Staff groups

Group members assigned to this store are notified.

Individuals (any active staff)

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Must match an active user’s email to receive in-app notifications.

Incident details

Sample ticket 2 for South Wing. Status: in_progress | Category: NET | Impact: high | Priority: high Submitted via store portal demo seed.
Store
Granada Hills (Store #004)
Department
Maintenance
Reported by
Jamie Chen
Assignee
Marcus T.
Timestamps
Created: 2026-03-30 22:36:25 · Updated: 2026-03-31 01:36:25