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<p class="MsoNormal"><span style="color:#1F497D">I see now that I’ve mistaken Client for Tech, though I still basically never assign a client to SRs I create. I will begin doing so.<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> Daniel Hupp <br>
<b>Sent:</b> Tuesday, March 29, 2022 8:11 AM<br>
<b>To:</b> Jim Henderson <jhenderson@sbctc.edu><br>
<b>Cc:</b> Johnathan Rider <jrider@sbctc.edu>; Peter Savin <psavin@sbctc.edu>; servicedesk_techs@lists.ctc.edu<br>
<b>Subject:</b> RE: Creating Service Desk Ticket, Not Emailing, Not Setting/Updating Fields<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="color:#1F497D">Until this morning I have never assigned a technician to my service requests to Managed Services. In the new test SR you had me create I did not assign a technician and it seemed to generate / save / email the
SR as expected though the notification of save and email had the <a href="mailto:sbctc_aws@tbcinc.com">
sbctc_aws@tbcinc.com</a> address as a “.” In the notification.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">I have always left it blank and Managed Services has worked the ticket assigning their personnel as available. You’re saying that this procedure needs to change?<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Daniel<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 <<a href="mailto:jhenderson@sbctc.edu">jhenderson@sbctc.edu</a>>
<br>
<b>Sent:</b> Tuesday, March 29, 2022 8:06 AM<br>
<b>To:</b> Daniel Hupp <<a href="mailto:dhupp@sbctc.edu">dhupp@sbctc.edu</a>><br>
<b>Cc:</b> Johnathan Rider <<a href="mailto:jrider@sbctc.edu">jrider@sbctc.edu</a>>; Peter Savin <<a href="mailto:psavin@sbctc.edu">psavin@sbctc.edu</a>>;
<a href="mailto:servicedesk_techs@lists.ctc.edu">servicedesk_techs@lists.ctc.edu</a><br>
<b>Subject:</b> RE: Creating Service Desk Ticket, Not Emailing, Not Setting/Updating Fields<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="color:#1F497D">Ok, but we still need to be assigning a client to tickets when creating them. I’ll sent instructions separately.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><img border="0" width="733" height="480" style="width:7.6333in;height:5.0in" id="_x0000_i1025" src="cid:image001.png@01D84345.02367F40"><o:p></o:p></span></p>
<p class="MsoNormal"><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> Daniel Hupp <<a href="mailto:dhupp@sbctc.edu">dhupp@sbctc.edu</a>>
<br>
<b>Sent:</b> Tuesday, March 29, 2022 7:59 AM<br>
<b>To:</b> Jim Henderson <<a href="mailto:jhenderson@sbctc.edu">jhenderson@sbctc.edu</a>><br>
<b>Cc:</b> Johnathan Rider <<a href="mailto:jrider@sbctc.edu">jrider@sbctc.edu</a>>; Peter Savin <<a href="mailto:psavin@sbctc.edu">psavin@sbctc.edu</a>>;
<a href="mailto:servicedesk_techs@lists.ctc.edu">servicedesk_techs@lists.ctc.edu</a><br>
<b>Subject:</b> RE: Creating Service Desk Ticket, Not Emailing, Not Setting/Updating Fields<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="color:#1F497D">I’ve created a test SR and it seems to have been created as expected. I’ve attached SS of the SR during creation and following saved and emailed.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Daniel<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 <<a href="mailto:jhenderson@sbctc.edu">jhenderson@sbctc.edu</a>>
<br>
<b>Sent:</b> Tuesday, March 29, 2022 7:52 AM<br>
<b>To:</b> Daniel Hupp <<a href="mailto:dhupp@sbctc.edu">dhupp@sbctc.edu</a>><br>
<b>Cc:</b> Johnathan Rider <<a href="mailto:jrider@sbctc.edu">jrider@sbctc.edu</a>>; Peter Savin <<a href="mailto:psavin@sbctc.edu">psavin@sbctc.edu</a>>;
<a href="mailto:servicedesk_techs@lists.ctc.edu">servicedesk_techs@lists.ctc.edu</a><br>
<b>Subject:</b> RE: Creating Service Desk Ticket, Not Emailing, Not Setting/Updating Fields<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="color:#1F497D">I’m looking into this Daniel, this is the second report I’ve seen on this and I believe there may be a problem with the new WHD update, however, it seems like assigning a client to the ticket may help.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">I’ve noticed that after I assigned you as the client, it allows me to save the fields you were having trouble with. I’m not sure if that’s the case or if it’s permissions related. Could you create a test ticket,
but this time assign a client?<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><img border="0" width="720" height="509" style="width:7.5in;height:5.3in" id="Picture_x0020_1" src="cid:image002.png@01D84345.02367F40"><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> Daniel Hupp <<a href="mailto:dhupp@sbctc.edu">dhupp@sbctc.edu</a>>
<br>
<b>Sent:</b> Tuesday, March 29, 2022 7:26 AM<br>
<b>To:</b> Jim Henderson <<a href="mailto:jhenderson@sbctc.edu">jhenderson@sbctc.edu</a>>; Johnathan Rider <<a href="mailto:jrider@sbctc.edu">jrider@sbctc.edu</a>><br>
<b>Cc:</b> Peter Savin <<a href="mailto:psavin@sbctc.edu">psavin@sbctc.edu</a>><br>
<b>Subject:</b> Creating Service Desk Ticket, Not Emailing, Not Setting/Updating Fields<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Hello, <o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I just tried to submit a service request this morning and it will not save and email, when I click the save and email button it only gives me the notice that the SR has been saved.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">The SR is not being saved properly though, the SR history tracks the updates / setting of the location and request detail field and even custom fields dependent on the location being set are shown but the fields are not populated in the
saved SR.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I’ve attached SS. I have seen Webex Teams chat from yesterday of people not receiving email notifications for SRs. Do you have guidance here?<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Daniel<o:p></o:p></p>
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