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Get users contact information Name Callback number Enter information in to Service Desk         What is the problem they are experiencing ?         problem details in to description field of Service Desk and try to determine which category their problem falls under.     Email issue Bitlocker Issue Account and Password issue VPN issues Oracle issues Getting prompted for user name/password         Check their account in lockoutstatus tool found in the toolscc for locked acct or password expired.         If locked, unlock account and close and reopen outlook. Resolved? NO