[It.team] GSK Indonesia INC00002170580 PT MDS SLA Breach

Thu Mar 16 10:02:25 UTC 2023

Hi Heather,

I have recieve email from RES also, so tomorrow our engineer will going 
to Haleon Pulogadung for meet with local IT Haleon.

Regards,
Henry

On 16-03-2023 16:51, EMEA-RSD-incident-management wrote:
> Hi Team
> 
> Can you kindly assist
> 
> Thank you
> 
> 
> Best regards.
> 
> 
> Heather Petersen
> Regional Service Desk Incident Manager
> Annuity and Service
> Heather.petersen at ricoh-europe.com
> 
> 
> -----Original Message-----
> From: henry.sutanto at moderndatasolusi.com 
> <henry.sutanto at moderndatasolusi.com>
> Sent: Thursday, 16 March 2023 09:37
> To: EMEA-RSD-incident-management 
> <EMEA-RSD-incident-management at ricoh-europe.com>
> Cc: ServiceNow <ricoheurope at service-now.com>;
> 'helpdesk at moderndatasolusi.com' <helpdesk at moderndatasolusi.com>;
> 'soenwono at moderndatasolusi.com' <soenwono at moderndatasolusi.com>;
> 'it.team at moderndatasolusi.com' <it.team at moderndatasolusi.com>;
> Patricia Foong Swee See <Patricia.Foong at ricoh.com.my>; Sara Bulgarelli
> <Sara.Bulgarelli at ricoh-gs.com>
> Subject: Re: GSK Indonesia INC00002170580 PT MDS SLA Breach
> 
> This message was sent from an external source. Please be careful
> opening attachments/links or replying to sources you don’t know.
> 
> Hi Team,
> 
> Good Afternoon,
> 
> Just info, that our engineer already doing the configiration (March
> 15,2023), now we waiting from RES to push the SLNX (March 16, 2023).
> 
> Regards,
> Henry
> 
> On 16-03-2023 14:27, EMEA-RSD-incident-management wrote:
>> Hi Team
>> 
>> Kindly confirm when engineer will be onsite please.
>> 
>> Thank you
>> 
>> Best regards.
>> 
>> Heather Petersen
>> Regional Service Desk Incident Manager
>> 
>> Annuity and Service
>> 
>> Heather.petersen at ricoh-europe.com
>> 
>> From: EMEA-RSD-incident-management
>> Sent: Wednesday, 15 March 2023 10:30
>> To: ServiceNow <ricoheurope at service-now.com>;
>> helpdesk at moderndatasolusi.com; soenwono at moderndatasolusi.com;
>> henry.sutanto at moderndatasolusi.com; it.team at moderndatasolusi.com
>> Cc: Sara Bulgarelli <Sara.Bulgarelli at ricoh-gs.com>
>> Subject: GSK Indonesia INC00002170580 PT MDS SLA Breach
>> Importance: High
>> 
>> Hi Team
>> 
>> Kindly advice when engineer will be onsite to attend to this Breached
>> INC please:
>> 
>> INC00002170580
>> 
>> Indonesia
>> 
>> 14-03-2023 04:43:08
>> 
>> C398PC00837
>> 
>> Printer unable to scan and printing
>> 
>> PT MDS
>> 
>> INC50397911
>> 
>> Thank you
>> 
>> Best regards.
>> 
>> Heather Petersen
>> Regional Service Desk Incident Manager
>> 
>> Annuity and Service
>> 
>> Heather.petersen at ricoh-europe.com
>> 
>> From: IT Service Desk <ricoheurope at service-now.com>
>> Sent: Wednesday, 15 March 2023 08:44
>> To: EMEA-RSD-incident-management
>> <EMEA-RSD-incident-management at ricoh-europe.com>;
>> helpdesk at moderndatasolusi.com; soenwono at moderndatasolusi.com;
>> henry.sutanto at moderndatasolusi.com; it.team at moderndatasolusi.com
>> Subject: URGENT ACTION REQUIRED - GSK Indonesia INC00002170580 PT MDS
>> SLA Breach - NO REPLY ALERT
>> 
>> Dear Ricoh Resolver Team,
>> 
>> Herewith you are informed that Incident record INC00002170580 has
>> breached its agreed resolution time. Incident will reach its deadline
>> at 15-03-2023 06:43:08 GMT.
>> 
>> Please take action imminently to resolve the incident to avoid any
>> further disruption to the customer. Failure of SLA could result in a
>> penalty!
>> 
>> This incident has breached SLA, please provide the breached reason
>> along with any corrective action where applicable to
>> EMEA-RSD-INCIDENT-MANAGEMENT at Ricoh-europe.com.
>> 
>> Incident Number: INC00002170580
>> Internal Ref: PT MDS
>> Serial Number: C398PC00837
>> Location: JAKARTA PULOGADUNG, GSK
>> Country: Indonesia
>> 
>> Short description:
>> Printer unable to scan and printing
>> 
>> Kind Regards
>> Regional Service Desk
>> 
>> This is an automatically generated message - Please do not reply
>> directly to this email.
>> Please respond to EMEA-RSD-incident-management at ricoh-europe.com
>> 
>> Ref:MSG64621535 Ricoh Europe Holdings PLC is a company registered in
>> England, under company number 06273215, with a registered office at 20
>> Triton Street, London, NW1 3BF. The UK business of Ricoh Europe
>> Holdings PLC is operated by: (i) Ricoh Europe PLC, a company
>> registered in England under company number 00720944, with a registered
>> office at 20 Triton Street, London, NW1 3BF; (ii) Ricoh UK Limited, a
>> company registered in England under company number 01271033, with a
>> registered office at Ricoh House, 800 Pavilion Drive, Northampton, NN4
>> 7YL; and (iii) Ricoh Capital Limited, a company registered in England
>> under company number 03001351, with a registered office at 20 Triton
>> Street, London, NW1 3BF Please consider the environment before
>> printing this e-mail
> Ricoh Europe Holdings PLC is a company registered in England, under
> company number 06273215, with a registered office at 20 Triton Street,
> London, NW1 3BF. The UK business of Ricoh Europe Holdings PLC is
> operated by: (i) Ricoh Europe PLC, a company registered in England
> under company number 00720944, with a registered office at 20 Triton
> Street, London, NW1 3BF; (ii) Ricoh UK Limited, a company registered
> in England under company number 01271033, with a registered office at
> Ricoh House, 800 Pavilion Drive, Northampton, NN4 7YL; and (iii) Ricoh
> Capital Limited, a company registered in England under company number
> 03001351, with a registered office at 20 Triton Street, London, NW1
> 3BF Please consider the environment before printing this e-mail