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Dear Alexander,
Thank you for contacting Synoptos Support Team. I understand that you are unable to
access Nucleus & the website is down.
I have engaged the Infrastructure team to be able to solve this issue on priority.
I will update you as soon as we have significant progress or a solution.
Best regards,
Ankit Bagadia
Synoptos Support Team
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Steps to resolve the ticket:

1. Identify the requestor is approved or not - here the internal note states that
the requestor is internal & hence approved. So I will continue with the addition of
user to requested Distribution List.

2. The organization of the user needs to be changed on the ticket as Synoptos -

AMIA since this exists in the client specific distribution list & is not an end
user.

3. I will then mark the PS team member who requested this ticket in CC so that even
he/she gets the update

4. I will share the response with the customer in the mail format specified in this
KB Article

5. As per this KB article after sending the public update I will use the below
macro to close the ticket

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

The Ticket should be assigned to Project: Distribution Lists Component

Apart from the above mentioned KB articles this KB article helps to troubleshoot
the ticket properly.

Dear Customer,

I am part of the Synoptos support team. Our colleague Alexander from the
Professional Services team has forwarded your request of adding to the AMIA
distribution list to us.

In the future, whenever you need technical assistance, system access, or have
subscription/un-subscription/distribution list requests, please reach out to us
directly by sending an email at SynoptosSupport@ignitetech.com or by accessing our
Support Portal.

This allows us to address your inquiry faster. Also, please refer to our Support
FAQ link to answer some of your common questions.
Regarding your request, I understand you you would like to be added to the AMIA
distribution list. I confirm that we have added you to the requested distribution
list successfully.

Thank you,

Best Regards,

Ankit Bagadia

Synoptos Support Team

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As the customer requires a an article to be added to the news brief, this request
is under the scope of Professional Services Team as per this KB article.
Steps to escalate the ticket:
I will Inform the customer via public note that the request is being routed to
another team.
I will then Enter an internal note to PS team indicating the reason for escalating
the request to them.
I will then Run the macro: External Teams::Ignite BU::Transfer to Ignite BU.

The component of this ticket is Project: Reports (Advanced)

Please find the KB article Link : https://support.ignitetech.com/hc/en-

us/articles/360016083179-Synoptos-Components-and-Routing-Table

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