- Microsoft Azure (Virtual Machines)
- Remote Desktop
- Internet Information Services (IIS)
- Osticket
- Windows 10 Enterprise (22H2)
- Intake
- Assignment and Communication
- Diagnostics
- Working the repair
- Resolution
I started by logging into OsTicket.
I then went to the tickets tab. There are 2 open tickets. I began triage by prioritizing Karen's ticket due to Organization-defined Policies/ SLA, perceived business impact, and ticket age.
Based on Karen's post. I assigned the ticket to myself, updated the SLA to C, and changed the help topic to Personal Computer Issues from Business Critical Outage
I called Karen to gather more information. By asking questions, I was able to analyze the issue more effectively. I was also able to arrange a pickup to begin hands-on diagnostics and repairs.
Below is the step-by-step diagnostic procedure I used to determine whether the screen was damaged or the integrated graphics chip was damaged. The result was a damaged LCD.
To begin the repair, I had to determine the make and model of the laptop. After I checked if we had replacement LCDs available or if I had to order them. Lucky we had replacements on site.
Below is step-by-step instructions on locating where the make and model sticker is located and the box where I found the replacement laptop with the LCD.
I continued updating the ticket by posting the repair process and stating that it was successfully completed. I delivered the working laptop and power adapter back to Karen. She confirmed the laptop booted and the screen was fixed.
Below is the screen replacement process with pictures.
Closing the ticket.
