Keep in mind this is not my ticket, simply one I was forwarded and I am sharing it.
Notes from a recently closed ticket at my company:
Dear Jxxxx Sxxxxxx,
We are pleased to inform you that your reported Incident as the contact person has been resolved.
Reference No.: INC000000XXXXXX Summary: Cannot send faxes to XXXXXXX with his new machine or his old one
Your reported Incident has been resolved with the following resolution: Contacted rep on 3/6/2012 to have them re-send a fax to our AWFAXT01 server (after changes were made). Received email back from family stating that he passed away on 1/6/2012.
Please do not hesitate to contact the Service Desk should there be any further questions or inquiries regarding your Incident. Please quote your assigned Reference Number.