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

[Daniel Hupp]

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.

From: Daniel Hupp
Sent: Tuesday, March 29, 2022 8:11 AM
To: Jim Henderson <jhenderson 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

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 sbctc_aws at tbcinc.com<mailto:sbctc_aws at tbcinc.com> address as a "." In the notification.

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?


Daniel

From: Jim Henderson <jhenderson at sbctc.edu<mailto:jhenderson at sbctc.edu>>
Sent: Tuesday, March 29, 2022 8:06 AM
To: Daniel Hupp <dhupp at sbctc.edu<mailto:dhupp at sbctc.edu>>
Cc: Johnathan Rider <jrider at sbctc.edu<mailto:jrider at sbctc.edu>>; Peter Savin <psavin at sbctc.edu<mailto:psavin at sbctc.edu>>; servicedesk_techs at lists.ctc.edu<mailto:servicedesk_techs at lists.ctc.edu>
Subject: RE: Creating Service Desk Ticket, Not Emailing, Not Setting/Updating Fields

Ok, but we still need to be assigning a client to tickets when creating them.  I'll sent instructions separately.

[cid:image001.png at 01D84345.02367F40]


From: Daniel Hupp <dhupp at sbctc.edu<mailto:dhupp at sbctc.edu>>
Sent: Tuesday, March 29, 2022 7:59 AM
To: Jim Henderson <jhenderson at sbctc.edu<mailto:jhenderson at sbctc.edu>>
Cc: Johnathan Rider <jrider at sbctc.edu<mailto:jrider at sbctc.edu>>; Peter Savin <psavin at sbctc.edu<mailto:psavin at sbctc.edu>>; servicedesk_techs at lists.ctc.edu<mailto:servicedesk_techs at lists.ctc.edu>
Subject: RE: Creating Service Desk Ticket, Not Emailing, Not Setting/Updating Fields

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<mailto:jhenderson at sbctc.edu>>
Sent: Tuesday, March 29, 2022 7:52 AM
To: Daniel Hupp <dhupp at sbctc.edu<mailto:dhupp at sbctc.edu>>
Cc: Johnathan Rider <jrider at sbctc.edu<mailto:jrider at sbctc.edu>>; Peter Savin <psavin at sbctc.edu<mailto:psavin at sbctc.edu>>; servicedesk_techs at lists.ctc.edu<mailto: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:image002.png at 01D84345.02367F40]

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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