This article contains information about how to process an Incident Ticket for Listserv Problem with Subscriber ADD or DEL.
Listserv Problem with Subscriber ADD or DEL
1. Prep: Always include attachments; preferably, or screenshots of the original command used and screenshot of error message.
2. Create: Create a ServiceNow Incident Ticket. If you list exists and there is an error, this is an Incident and NOT a new Request to create/change/delete.
a. Before submitting an Incident Ticket, stop and think about the format Listserv wants to see each subscriber entry.
i. Each subscriber line is an individual line of syntax.
ii. Listserv wants to see EMAIL Firstname Lastname . Any other format or additional entries will cause and error and will be ignored.
iii. Are you following the format?
iv. Have you used the REVIEW command to check for double email addresses on a line? This is caused by sending a command email to Listserv and not changing the Outlook Format Text tab from HTML or Rich Text to the Plain Text setting. HTML and Rich Text will cause a double email address entry in your command message to Listserv@listserv.cc.ucf.edu
v. If you cannot spot an easy syntax mistake and correct it on your own, please submit an Incident Ticket.
b. Required information:
i. List name
ii. List Owner email and name associate with error and ownership of list.
iii. Original command email sent or entered in Listserv Web GUI that generated error, error message from Listserv, and/or screenshots of all.
iv. Details on what you were trying to do with Listserv (expected results.)
1. ADD Subscriber
2. DEL Subscriber
3. REVIEW Subscriber List
c. Options:
i. Go to ServiceNow self-service portal and create an Incident Ticket.
ii. Email Support Center: itsupport@ucf.edu Include attachments and/or screenshots, and ask them to open an Incident Ticket for Listserv on your behalf.
iii. Call Support Center: (407) 823-5117 Ask them to open an Incident Ticket for Listserv and provide as many details as possible.