2394946

- Steps to Solve

I will first Check if the issue is only related to the end-users who were reported
by Stephen from NRECA, or if the report has not been sent yet for NRECA. To do so,
I will login to Nucleus->Select client NRECA->Project Name NRECA->Delivery tab and
here I will check the Delivery status for the date on which the issue was reported
which is 28th Sep in this case.
Assuming that the report was "Sent" as per instructions in the internal note I will
continue to the next step
I will then Go to the Distribution list tab and select All lists from the Show
dropdown menu. I will then Click on the distribution list’s name "New Distribution
List" under List name.
I will then Enter the end-user's email address in the Search by email field Check
if the end-user is still subscribed to the distribution list. To do so, I will
check the value of the Status column.
Assuming that the status of all email users is active I will continue to the next
step
I will Click on their email address to be directed to the Report Activity page.
On the top-right corner, I will find stats on the number of reports that fall into
one of the following categories: Processed, Spam, or Bounced. I will Look for the
date 28th Sep 2020 on which the issue was reported and check whether the report was
Delivered and Opened by the end-user, or if it was sent to the Spam folder.
Assuming that the reports were delivered to all the users as per internal note I
will inform the requestor that all the email users have received the report

- Component = Project: Reports (Basic)

- KB Link = https://support.ignitetech.com/hc/en-us/articles/360010378539

Dear Stephen,

Thank you for contacting Synoptos Support Team. I understand that you would like to
confirm whether the given email ids have been added to the recipient list & if they
have received their reports this morning.

I hereby confirm that all 4 given recipients are added to the recipients list &
they have received the reports this morning.

Please let me know if this has not resolved your issue. The ticket will remain open
for 7 days unless you reply with "This ticket can be closed" or update the status
to Closed in the portal.

Thank you.
Best regards,

Ankit Bagadia

Synoptos Support Team

2394946

2394948
- Steps to Solve

I will try to replicate the problem being stated by the end user in the email.
Hence I will first check if I can access the article HS2 project in the Bombardier
Report. To do so I will take continue with the next steps
In Nucleus, I will open the report that contains the link with the issue. I will
select Client in the top right corner as Bombardier-> Project Name as Bombardier ->
I will then go to the report tab & click on the Report Name "Bombardier Morning
News Summary"
Now I will Click on the link with the issue which is "HS2 Project article" to
verify if the article on the report is accessible.
As per the internal note I will assume that the link is down & that it is a
Synoptos Link
I will Escalate the issue to SaaS Operations as a severity-1 issue, setting the
Jira ticket priority to Showstopper & type of request as Saas Incident, as all
clients will likely be experiencing the same blocker to accessing their daily
report. I will Set the ZD ticket priority to Urgent. After the Jira ticket is
created, I will link the Jira ticket to the Zendesk Ticket.
I will inform the customer about the escalation to Infrastructure Team & Monitor
the JIRA ticket for updates and comments and update the customer through the
Zendesk ticket as appropriate.

- Component = Project: Reports (Basic)

- KB Link = https://support.ignitetech.com/hc/en-us/articles/360023712633

AND

https://cs-foundations.zendesk.com/hc/en-us/articles/360014269600-Creating-JIRA-
Tickets-for-Central-SaaS-Elevation-L1-

Dear Alexander,

Thank you for contacting Synoptos Support Team. I understand that you are unable to
access the HS2 project article included in the Bombardier report this morning.

I have engaged the Infrastructure team to be able to solve this issue.

I will update you as soon as we have significant progress or a solution.

Best regards,

Ankit Bagadia

Synoptos Support Team

2394948

2394950
- Steps to Solve

I will locate the user & check the status for that user in the Distribution List
for AMIA by logging into Nucleus->Select Client as AMIA->Project Name as AMIA-
>Distribution List-> Show All List->Select AMIA Beta Distribution List->Search
lisa@amia.org in the email field
Assuming that the email status is bounced which means that The end-user was
automatically unsubscribed by Nucleus.
As the status is Bounced, I will click on their email address to be directed to the
Report Activity page and check the date when the email bounced back.
After confirming the email bounce date I will Go back to the distribution list, and
hover over the end-user. I will Reactivate the subscription by clicking on the
Activate option that will be displayed.
I will then inform the requestor that the end user was initially deactivated due to
bounced mails on the shown date however now the user has been reactivated.

- Component = Project: Distribution Lists

- KB Link = https://support.ignitetech.com/hc/en-us/articles/360010968039

Dear Jeff,

Thank you for contacting Synoptos Support Team. I understand that you are facing an
issue where the end user Lisa@amia.org is no longer receiving the daily newsletter.

I confirm that the end user Lisa@amia.org was no longer active on the distribution
list since the email sent to her on 28th Sep 2020 had bounced. I also confirm that
I have re-activated the email id as per your request and the end user should now be
able to receive the daily newsletter once again.

Please let me know if this has not resolved your issue. The ticket will remain open
for 7 days unless you reply with "This ticket can be closed" or update the status
to Closed in the portal.

Thank you.

Best regards,

Ankit Bagadia

Synoptos Support Team

2394950

2394952
- Steps to Solve

As the details of client & Distribution list are not given I will Ensure that I
check the the correct Client, Project, and Distribution List in Nucleus. I will do
the following to determine the client to which the request relates to:
I will Search the domain name in Zendesk to identify previous requests.
I will Search the domain name in the Client Specific Distribution List Details.
By searching the domain name in the Client Specific Distribution List I have
identified the Client as "Sikorsky Aircraft Corp" & the distribution list as either
Sikorsky Global: LM-Sikorsky CLIENT distro or Sikorsky LatAm Daily News: Sikorsky
Full Distribution

Once the correct client and distribution list have been identified, I will go to
the distribution list in Nucleus, as described in Unsubscribing/Deactivating End-
User's From a Nucleus Distribution List.

I will Enter the email grzegorz.luty@lmco.com that needs to be unsubscribed in the

Search by email field.

It is mentioned in the internal notes to assume that the email is found in the
Distribution List

I will then Hover over the end-user, and click the Deactivate button that will be
displayed.

A pop-up box will appear to confirm the deactivate request. I will Enter the
following message in the pop up box:

2394952 - 28th Sep 2020 - Unsubscribe -grzegorz.luty@lmco.com

I will then Click the Deactivate button

I will then Inform the requester that the email address has been unsubscribed.

I will then Run the product-specific macro:

Product Specific::Synoptos::Close subscribe/unsubscribe ticket

However as the above Macro is not available in my ZD I will be using the [RTQE]
Request QE Review - Proposed Solution macro to send the PB-ticket for QE review.
- Component = Project: Distribution Lists

- KB Link = https://support.ignitetech.com/hc/en-us/articles/360006308999

AND

https://support.ignitetech.com/hc/en-us/articles/360023688793

2394952