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<p class="MsoNormal">Great, we’ll keep an eye on it. <o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Thank you!<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Marjorie<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
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<div style="border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b>From:</b> Jim Henderson <br>
<b>Sent:</b> Tuesday, March 29, 2022 11:00 AM<br>
<b>To:</b> Marjorie Facio <mfacio@sbctc.edu><br>
<b>Cc:</b> servicedesk_techs@lists.ctc.edu; Johnathan Rider <jrider@sbctc.edu>; Peter Savin <psavin@sbctc.edu><br>
<b>Subject:</b> RE: CC function in SolarWinds<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Hi Marjorie,<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">We've created several test tickets and notifications seem to work as expected. We haven't been able to reproduce any of the email notification issues in new tickets. Not saying that there isn't a problem, just that we haven't been able
to demonstrate it in our new test tickets.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">With that said, I’m hoping this issue is in some way related to tickets that were opened before the ServiceDesk update and are still being worked. Please let me know if you see notification issues on any new tickets.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Thanks, Jim<span style="color:#1F497D"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b>From:</b> Jim Henderson <br>
<b>Sent:</b> Tuesday, March 29, 2022 9:10 AM<br>
<b>To:</b> Marjorie Facio <<a href="mailto:mfacio@sbctc.edu">mfacio@sbctc.edu</a>><br>
<b>Cc:</b> <a href="mailto:servicedesk_techs@lists.ctc.edu">servicedesk_techs@lists.ctc.edu</a>; Johnathan Rider <<a href="mailto:jrider@sbctc.edu">jrider@sbctc.edu</a>>; Peter Savin <<a href="mailto:psavin@sbctc.edu">psavin@sbctc.edu</a>><br>
<b>Subject:</b> RE: CC function in SolarWinds<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="color:#1F497D">Thanks for the info Marjorie, I see in the history and email outbound logs that the notifications only went to the client and the client defined CC. I’m not sure what’s causing this, but I’ll work with SolarWinds
and hopefully come up with a workaround.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b>From:</b> servicedesk_techs <<a href="mailto:servicedesk_techs-bounces@lists.ctc.edu">servicedesk_techs-bounces@lists.ctc.edu</a>>
<b>On Behalf Of </b>Marjorie Facio via servicedesk_techs<br>
<b>Sent:</b> Tuesday, March 29, 2022 8:30 AM<br>
<b>To:</b> <a href="mailto:servicedesk_techs@lists.ctc.edu">servicedesk_techs@lists.ctc.edu</a><br>
<b>Subject:</b> [servicedesk_techs] FW: CC function in SolarWinds<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">FYI – for the Service Desk Tech Listserv. <o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Anyone else experiencing the same? <o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal"><b>From:</b> Marjorie Facio <<a href="mailto:mfacio@sbctc.edu">mfacio@sbctc.edu</a>>
<br>
<b>Sent:</b> Monday, March 28, 2022 5:35 PM<br>
<b>To:</b> Jim Henderson <<a href="mailto:jhenderson@sbctc.edu">jhenderson@sbctc.edu</a>><br>
<b>Cc:</b> FASupport <<a href="mailto:FASupport@sbctc.edu">FASupport@sbctc.edu</a>>; Becky Phillips <<a href="mailto:bphillips@sbctc.edu">bphillips@sbctc.edu</a>><br>
<b>Subject:</b> CC function in SolarWinds<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Hi Jim, <o:p></o:p></p>
<p class="MsoNormal">Recently I have noticed something off with the cc function in SolarWinds and I just assumed it was an issue with some newer users in the ticketing system and their access.
<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Although additional parties are cc’ed – the cc’ed folks are not getting emailed.
<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I noticed this today when I tried cc’ing Becky Phillips – who I know has access to ticket updates.
<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I know there was a recent update, and I noticed this sometime last week. Could you please take a look when you have a moment?
<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Thank you!<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><b>**Examples**<o:p></o:p></b></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Here are two ticket examples from today: <o:p></o:p></p>
<p class="MsoNormal">Ticket 133243<o:p></o:p></p>
<p class="MsoNormal"><img border="0" width="580" height="145" style="width:6.0416in;height:1.5104in" id="Picture_x0020_1" src="cid:image001.jpg@01D8435C.723B97F0" alt="cid:image002.jpg@01D84346.3B363690"><o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Ticket 128685<o:p></o:p></p>
<p class="MsoNormal"><img border="0" width="581" height="171" style="width:6.052in;height:1.7812in" id="Picture_x0020_3" src="cid:image002.jpg@01D8435C.723B97F0" alt="cid:image003.jpg@01D84346.3B363690"><o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Debbie also mentioned that she cc’ed Alan-Michael and I on this ticket and the message indicates that it only emailed me, instead of us both:
<o:p></o:p></p>
<p class="MsoNormal"><a href="https://servicedesk.sbctc.edu/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/view?ticket=133640" target="WebHelpDesk"><span style="font-size:8.5pt;font-family:"Arial",sans-serif">133640
</span></a><o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
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Facio<o:p></o:p></span></b></p>
<p class="MsoNormal" style="line-height:10.55pt;text-autospace:none"><b><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:#44546A">Functional Analyst, Campus Solutions (Financial Aid)<o:p></o:p></span></b></p>
<p class="MsoNormal" style="line-height:10.55pt;text-autospace:none"><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif">Washington State Board for Community and Technical Colleges<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:10.55pt;text-autospace:none"><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif">1300 Quince Street SE<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:10.55pt;text-autospace:none"><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif">Olympia, WA 98504-2495<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-line-height-alt:10.55pt;text-autospace:none"><a href="mailto:mfacio@sbctc.edu"><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif">mfacio@sbctc.edu</span></a><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:#003561">
</span><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:#1F497D">• o:
</span><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif">360-704-1836<o:p></o:p></span></p>
<p class="MsoNormal"><a href="https://www.sbctc.edu/"><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif">sbctc.edu</span></a><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:#003561">
</span><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:#1F497D">•
</span><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif">Twitter:<span style="color:#003764">
</span></span><a href="https://twitter.com/SBCTCWashington"><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif">@SBCTCWashington</span></a><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:#003764">
</span><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:#1F497D">•
</span><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif">Facebook:<span style="color:#1F497D">
</span></span><a href="https://www.facebook.com/wasbctc/"><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif">@WASBCTC</span></a><o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
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