Ticket #1805703 | Omron Freshdesk Assist

AOI MX Waiting for Customer

PCs se freezean from locked ticket:1794619

CustomerJorge Villagomez

CompanyNot indexed

Priority1

TypeN/A

UpdatedJul 28, 2026 at 11:04 AM

Thread1 messages

Ticket metadata

Group: AOI MX (150000422415)
Status: Waiting for Customer (6)
Created: Jul 3, 2026 at 1:39 PM
Requester: Jorge Villagomez <jorge-emilio.villagomez@omnionpower.com>
Company: Not indexed
Last synced: Aug 8, 2026 at 7:05 PM
Resolved: N/A
Closed: N/A
Tags: None

Current case

Customer issue

Please check ticket [#{ticket.id}}] for the full message before responding. Last Public comment: Jorge Villagomez : Balde/Julio, el soporte de AOI necesita conectarse remotamente al server de AOI este Domingo de 12 a 5pm. Pueden ayudarnos por favor a configurar la conexión? Thanks/Gracias Jorge Villagomez SMT Manufacturing Engineer From: Baldemar Saucedo Sent: Thursday, June 18, 2026 12:56 PM To: AOI Tech Support - MX ; Julio Gonzalez Cc: Daniel Hernandez ; Salomon Medina ; Jorge Villagomez Subject: RE: PCs se freezean [Case: 1794619] Buenas tardes desde esta laptop podrías revisar el servidor mediante TeamViewer. Password: [email] Nadamas quisiera saber que horarios vas a necesitar que este prendido el equipo. Gracias Baldemar Saucedo H. IT Infraestructure MX:[phone]| US: [phone] [email] From: AOI Tech Support - MX Sent: Thursday, June 18, 2026 11:57 AM To: Baldemar Saucedo Cc: Daniel Hernandez ; Salomon Medina ; Jorge Villagomez Subject: Re: PCs se freezean [Case: 1794619] WARNING: This message comes from an external organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. Hola Jorge, el que ustedes tenga acceso esta bien, anydesk, teamviwer, quickassist me puedes compartir tus credenciales y me contecto con ustedes Juan Lazcano Application Engineer Inspection System Direct: +52 [phone] | [email] Omron Mexico Niba Corporate Tower | Av. de las Américas 1462, 8th Floor | Country Club | Guadalajara, Jalisco 44610, Mexico automation.omron.com This is a confidential message. If received in error, delete it and notify the sender. Activado Jue, 18 Jun a 10:30 A. M., Baldemar Saucedo escribió: Buenos días Claudio: Que software necesitas para conectarse a la pc? Gracias Baldemar Saucedo H. IT Infraestructure MX:[phone]| US: [phone] [email] From: Jorge Villagomez Sent: Thursday, June 18, 2026 10:22 AM To: [email] Cc: Daniel Hernandez ; Baldemar Saucedo ; Salomon Medina Subject: PCs se freezean Buen día , para checar este problema me comentaba Claudio que necesitan conectarse remotamente . Necesitamos saber con que plataforma para instalar aquí. ObtenerOutlook para Android .

Conversation

Engineer and customer thread

1 messages

Ruben Dominguez Private note | Jul 28, 2026 at 11:04 AM

Private

Juan Antonio Lazcano Claudio Echeverria ¿Saben si alguien se conecto?

Read-only retrieval

Retrieved evidence

6 matches

Match strength measures text overlap with past cases and KB documents. It is not the probability that a diagnosis is correct.

How this score is calculated

Top past case60 pts

Previous cases

1 Past case Strong
#1794619 PCs se freezean
Matched in ticket number: pcs, freezean, jorge, baldemar, saucedo

PCs se freezean Buen día , para checar este problema me comentaba Claudio que necesitan conectarse remotamente . Necesitamos saber con que plataforma para instalar aquí. Obtener Outlook para Android
Raw retrieval score 10000
2 Past case Weak
#1782523 Repair PC from locked ticket:1729314
Matched in subject, ticket text, conversation: locked, ticket, pcs

Repair PC from locked ticket:1729314 Please check ticket [#{ticket.id}}] for the full message before responding. Last Public comment: Kavin Green-Hernandez : Brian, attached the PO for RVS PC setup and SW install. Please let me know when you're available and I...
Raw retrieval score 20
3 Past case Weak
#1743283 Offline SPI Computer issue from locked ticket:1728817
Matched in subject, ticket text, conversation: locked, ticket, pcs

Offline SPI Computer issue from locked ticket:1728817 Please check ticket [#{ticket.id}}] for the full message before responding. Last Public comment: Jose Luis Andres : Hi morning, I would like to bring to your attention that our SPI is currently unable to es...
Raw retrieval score 20

Knowledge base

1 KB guidance Weak
vTS Quality Rulebook Locked By Other User
kb/10_cases/2025-10-10_vts-quality-rulebook-locked-by-other-user.md | locked

# vTS Quality Rulebook Locked By Other User ## Summary In vTS / VT-Teaching Quality Criterion Setting, a rulebook can remain locked even when the visible user session appears closed. The mined case showed the server returning: ```text LockedByOtherUser Api:...
Raw retrieval score 7
2 KB guidance Weak
SOP: AGEWEB Ticket Writing Standard
kb/20_sops/ageweb-ticket-writing-standard.md | ticket

# SOP: AGEWEB Ticket Writing Standard ## Purpose Use this format when escalating Omron AOI / SPI / AXI issues to Japan. ## Writing Standard - Use short, simple English. - Keep each field concise. - Separate confirmed facts from assumptions. - Include clear...
Raw retrieval score 7
3 KB guidance Weak
Mining Progress
docs/mining/mining-progress.md | locked, ticket

...- Current-user vTS / VT-Teaching profile reset helper script - vTS Quality Rulebook `LockedByOtherUser` case - vTS Quality Rulebook lock triage quick reference - vTS program rename duplicate-name case - vTS program name uniqueness quick reference - AXI integr...
Raw retrieval score 2

Internal evidence summary

Internal evidence summary only - review before using.

Retrieval match strength: medium (71/100)
Reason: Matched pcs, freezean, locked, ticket, 1794619, jorge, baldemar, saucedo, alguien, conecto; top ticket #1794619 scored 10000; top KB match scored 7.

Similar historical tickets:
- #1794619: PCs se freezean (score 10000) - https://omronelectronicsllc.freshdesk.com/a/tickets/1794619
- #1782523: Repair PC from locked ticket:1729314 (score 20) - https://omronelectronicsllc.freshdesk.com/a/tickets/1782523
- #1743283: Offline SPI Computer issue from locked ticket:1728817 (score 20) - https://omronelectronicsllc.freshdesk.com/a/tickets/1743283

Relevant KB docs:
- vTS Quality Rulebook Locked By Other User (kb/10_cases/2025-10-10_vts-quality-rulebook-locked-by-other-user.md, score 7)
- SOP: AGEWEB Ticket Writing Standard (kb/20_sops/ageweb-ticket-writing-standard.md, score 7)
- Mining Progress (docs/mining/mining-progress.md, score 2)

Suggested next checks:
- Confirm the exact machine model, software version, and current alarm or symptom.
- Compare the customer symptom against the matched ticket notes and screenshots.
- Use the matched KB doc as the checklist before recommending parts or escalation.
- If the match is weak, keep this as research only and continue manual triage.

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Ticket #1805703 PCs se freezean from locked ticket:1794619

Customer Jorge Villagomez

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