[servicedesk_techs] Creating Service Desk Ticket, Not Emailing, Not Setting/Updating Fields

[Daniel Hupp]

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.

Daniel

From: Jim Henderson <jhenderson at sbctc.edu>
Sent: Tuesday, March 29, 2022 7:52 AM
To: Daniel Hupp <dhupp at sbctc.edu>
Cc: Johnathan Rider <jrider at sbctc.edu>; Peter Savin <psavin at sbctc.edu>; servicedesk_techs at lists.ctc.edu
Subject: RE: Creating Service Desk Ticket, Not Emailing, Not Setting/Updating Fields

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.

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?

[cid:image001.png at 01D84342.E399CE40]

From: Daniel Hupp <dhupp at sbctc.edu<mailto:dhupp at sbctc.edu>>
Sent: Tuesday, March 29, 2022 7:26 AM
To: Jim Henderson <jhenderson at sbctc.edu<mailto:jhenderson at sbctc.edu>>; Johnathan Rider <jrider at sbctc.edu<mailto:jrider at sbctc.edu>>
Cc: Peter Savin <psavin at sbctc.edu<mailto:psavin at sbctc.edu>>
Subject: Creating Service Desk Ticket, Not Emailing, Not Setting/Updating Fields

Hello,

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.

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.

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?

Daniel
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