Good morning, Mike
Service desk · 08:00–16:00 shift · Service Desk · 3 agents on duty
AI briefing
Generated 4 minutes ago from live queue dataOpen AI- Critical: MI000001 is active — 14 incidents share the Entra ID token signing root cause. Mitigation is applying now.
- Critical: INC0001039 has breached its resolution SLA and is still unassigned in Desktop Support.
- Warning: INC0001047 breaches in under 40 minutes. Escalation to the group lead fires at 90%.
- Warning: VPN incidents are up 38% today. Six were resolved by the same IPv6 workaround — worth a knowledge article.
MY OPEN187 assigned todayUNASSIGNED12oldest 4hSLA AT RISK4within 2hSLA BREACHED2needs a reason codeMAJOR INCIDENTS1SEV 1 activeAPPROVALS5pending your actionAVG RESOLUTION3h 42m−22m vs last weekCSAT4.6from 214 surveys
Nearest SLA breach
All tickets- Priority P4Printer on floor 3 offlineINC0001039 · Desktop SupportResolution SLA Breached 0h 30m
- Priority P2Cannot sign in to TeamsINC0001044 · Microsoft 365Resolution SLA 0:18:22
- Priority P1Email unavailable for Sales departmentINC0001047 · Microsoft 365Resolution SLA 0:37:21
- Priority P2Payroll run failed overnightINC0001033 · ApplicationsResolution SLA 1:30:00
Team workload
- Sarah Vance14 open
- Mike Keller18 open
- Dev Patel11 open
- Lena Ortiz9 open
- Unassigned queue12 open