Thank you for your call to the IT Service Desk, which will be dealt with as soon as possible by ITS staff. Your call has been assigned a reference number as detailed below.

Reference No.: INC069641
Summary: An Open Letter of Complaint and Reminder of Outstanding Issues

Should there be any further questions or inquiries regarding
your call, please do not hesitate to contact the IT Service Desk,
quoting the above reference number.

IT Service Desk

"I've taken a look at your past communication with the Service Desk. It is policy that all student non-personal accounts have an expiry date of 30 June. At the beginning of June e-mails are sent to the account and to the owner of the account asking for a continuation form to be filled in. This is what you have done, but your forms were not received at the Service Desk. These forms were not lost by the Service Desk, they failed to arrive which is sometimes a problem with the internal mail system. If a form is deemed to be very important then the best means of delivery is through a personal visit to the Service Desk.

On 14 July when you asked if your files were safe, your account was in a disabled state which means that your files were still on the server. The new registration forms were not received until late August by which time the files had been deleted from the servers. These should be available in the backups and we are currently trying to restore these files for you.

In your initial e-mail you state that notification was sent regarding moving these accounts to the Exchange service which made you think that the continuation forms had been successfully received. Do you still have a copy of the message, the dvm8jrsc account was migrated on 24 Sept 2007, the dvm8jcr account was migrated to Exchange when it was re-enabled on 29 Aug 2008. When a continuation form is received and processed a call is logged which sends an e-mail confirming that the form has been processed.

.....

I'm very sorry for the delay in responding to your initial query, but due to its verbose nature it was a little difficult to work out where to begin.

Regards
Service Desk Deputy Supervisor"

Thank you for your call to the IT Service Desk, which will be dealt with as soon as possible by ITS staff. Your call has been assigned a reference number as detailed below.

Reference No.: INC069641
Summary: An Open Letter of Complaint and Reminder of Outstanding Issues

Should there be any further questions or inquiries regarding
your call, please do not hesitate to contact the IT Service Desk,
quoting the above reference number.

IT Service Desk