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how to get trouble ticket expedited?

rino19ny

hello, new customer here. we trouble ticket created and want to know how to get it expedited. i don't see anywhere in sophoserv how to.

apprecaite any help.

:52439


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    I've tracked down your case and see that an engineer is in contact with you. I have also spoken to an escalation manager to make them aware of the case.

    Reading the case, which is about MTP devices being blocked by Device Control, one thing that is not noted on the case - and hence you should perform - is a reboot to ensure the SDC drivers are fully installed as this seems to be a fresh install of Sophos Anti-Virus.  Just adding this to keep you going - the engineer will be in touch when they have fully reviewed the information you have provided.

    Thanks for your post.

    :52447

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

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  • 0

    I've tracked down your case and see that an engineer is in contact with you. I have also spoken to an escalation manager to make them aware of the case.

    Reading the case, which is about MTP devices being blocked by Device Control, one thing that is not noted on the case - and hence you should perform - is a reboot to ensure the SDC drivers are fully installed as this seems to be a fresh install of Sophos Anti-Virus.  Just adding this to keep you going - the engineer will be in touch when they have fully reviewed the information you have provided.

    Thanks for your post.

    :52447

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

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