[
  {
    "ticket_id": "#INC-20481",
    "date": "2024-03-15",
    "requestor": "James Smith",
    "email": "j.smith@ryco.com",
    "category": "Network / VPN",
    "priority": "High",
    "assigned_team": "Network Operations",
    "resolved": true,
    "resolution_time": "22 min",
    "description": "VPN authentication timeout on Cisco AnyConnect. Resolved by resetting MFA token and clearing cached credentials."
  },
  {
    "ticket_id": "#INC-20479",
    "date": "2024-03-15",
    "requestor": "Priya Nair",
    "email": "p.nair@ryco.com",
    "category": "Software / M365",
    "priority": "Medium",
    "assigned_team": "Software Support",
    "resolved": true,
    "resolution_time": "1h 04min",
    "description": "Outlook failing to sync calendar after Windows update. Fixed via repair of M365 installation."
  },
  {
    "ticket_id": "#INC-20477",
    "date": "2024-03-14",
    "requestor": "Tom Bradley",
    "email": "t.bradley@ryco.com",
    "category": "Hardware / Laptop",
    "priority": "Low",
    "assigned_team": "Hardware Support",
    "resolved": true,
    "resolution_time": "3h 20min",
    "description": "Keyboard spacebar key is sticky and intermittently unresponsive. Replacement keyboard dispatched."
  },
  {
    "ticket_id": "#INC-20474",
    "date": "2024-03-14",
    "requestor": "Sara Okonkwo",
    "email": "s.okonkwo@ryco.com",
    "category": "Access / Permissions",
    "priority": "High",
    "assigned_team": "Identity & Access",
    "resolved": true,
    "resolution_time": "18 min",
    "description": "User locked out of Salesforce after failed logins. Account unlocked and temp password issued."
  },
  {
    "ticket_id": "#INC-20470",
    "date": "2024-03-13",
    "requestor": "Liam Chen",
    "email": "l.chen@ryco.com",
    "category": "Software / Teams",
    "priority": "Medium",
    "assigned_team": "Software Support",
    "resolved": true,
    "resolution_time": "47 min",
    "description": "Teams desktop app crashes on screen share start. Resolved by updating to latest Teams 2.1 release."
  },
  {
    "ticket_id": "#INC-20468",
    "date": "2024-03-13",
    "requestor": "Emma Walsh",
    "email": "e.walsh@ryco.com",
    "category": "Network / WiFi",
    "priority": "High",
    "assigned_team": "Network Operations",
    "resolved": true,
    "resolution_time": "31 min",
    "description": "Cannot connect to office WiFi from meeting room 3B. Access point reset resolved the issue."
  },
  {
    "ticket_id": "#INC-20463",
    "date": "2024-03-12",
    "requestor": "Marcus Obi",
    "email": "m.obi@ryco.com",
    "category": "Hardware / Monitor",
    "priority": "Low",
    "assigned_team": "Hardware Support",
    "resolved": true,
    "resolution_time": "4h 55min",
    "description": "Second monitor not detected after desk move. HDMI cable replaced — cable fault confirmed."
  },
  {
    "ticket_id": "#INC-20459",
    "date": "2024-03-12",
    "requestor": "Aisha Rahman",
    "email": "a.rahman@ryco.com",
    "category": "Access / SharePoint",
    "priority": "Medium",
    "assigned_team": "Identity & Access",
    "resolved": true,
    "resolution_time": "55 min",
    "description": "Cannot access new project SharePoint site. Site owner permissions confirmed and access granted."
  },
  {
    "ticket_id": "#INC-20455",
    "date": "2024-03-11",
    "requestor": "Daniel Park",
    "email": "d.park@ryco.com",
    "category": "Software / Antivirus",
    "priority": "High",
    "assigned_team": "Security Operations",
    "resolved": true,
    "resolution_time": "12 min",
    "description": "Defender flagged file quarantine alert on project folder. False positive confirmed; exclusion added."
  },
  {
    "ticket_id": "#INC-20451",
    "date": "2024-03-11",
    "requestor": "Fiona Clarke",
    "email": "f.clarke@ryco.com",
    "category": "Network / VPN",
    "priority": "Medium",
    "assigned_team": "Network Operations",
    "resolved": true,
    "resolution_time": "1h 12min",
    "description": "VPN connects but file shares are inaccessible from home. Split tunnelling policy corrected."
  },
  {
    "ticket_id": "#INC-20448",
    "date": "2024-03-10",
    "requestor": "Kevin Daly",
    "email": "k.daly@ryco.com",
    "category": "Hardware / Printer",
    "priority": "Low",
    "assigned_team": "Hardware Support",
    "resolved": true,
    "resolution_time": "2h 38min",
    "description": "Floor printer showing offline despite being powered on. Print spooler restarted on server."
  },
  {
    "ticket_id": "#INC-20445",
    "date": "2024-03-10",
    "requestor": "Yui Tanaka",
    "email": "y.tanaka@ryco.com",
    "category": "Software / M365",
    "priority": "High",
    "assigned_team": "Software Support",
    "resolved": false,
    "resolution_time": null,
    "description": "Excel repeatedly crashes when opening files with Power Query. Investigation ongoing — in escalation."
  },
  {
    "ticket_id": "#INC-20440",
    "date": "2024-03-09",
    "requestor": "Ruth Mensah",
    "email": "r.mensah@ryco.com",
    "category": "Access / Permissions",
    "priority": "Low",
    "assigned_team": "Identity & Access",
    "resolved": true,
    "resolution_time": "3h 05min",
    "description": "New starter request — provision access to Jira, Confluence, and GitHub org. All accounts created."
  },
  {
    "ticket_id": "#INC-20436",
    "date": "2024-03-08",
    "requestor": "Oliver Grant",
    "email": "o.grant@ryco.com",
    "category": "Network / VPN",
    "priority": "High",
    "assigned_team": "Network Operations",
    "resolved": true,
    "resolution_time": "19 min",
    "description": "MFA push notifications not received on Authenticator app. Re-registered device in Azure AD."
  },
  {
    "ticket_id": "#INC-20432",
    "date": "2024-03-08",
    "requestor": "Camille Dupont",
    "email": "c.dupont@ryco.com",
    "category": "Software / Teams",
    "priority": "Medium",
    "assigned_team": "Software Support",
    "resolved": true,
    "resolution_time": "1h 30min",
    "description": "Teams calling tab missing after M365 license change. Calling plan re-assigned via admin portal."
  }
]