T20260812.0005 — Toevoegen new user Avaya Workplace via System manager lukt niet Complete

Status: Complete
Priority: L3- Incident laag
Category: TSV Incidents
Type: Incident

Queue: TPS - Tickets
SLA: geen
Issue type: –
Source: Telefoon

Klant: Koopman International BV (1031HH88)
Contact: Jasper Veen
Contract: Koopman International BV (1031HH88) - Geen Dekking
Asset (CI): –
Toegewezen aan: Gerko Oskam

Aangemaakt: 2026-08-12 09:03
Due date: 2026-08-18 15:03
Resolved: 2026-08-13 07:50
Completed: 2026-08-13 07:52
Laatste activiteit: 2026-08-18 09:42

Beschrijving

Van: Jasper van der Veen <jasper.van.der.veen@koopmanint.com> Datum: 12-08-2026, 10:57 Onderwerp: Toevoegen new user Avaya Workplace via System manager lukt niet Beste Support, De Sync lijkt niet correct te verlopen in System manager Wanneer ik een nieuwe user wil toevoegen voor gebruik Avaya Workplace komt deze er niet bij, daarnaast zie je 11 unchanged en 33 failed, Hier de melding (ik sta er ook tussen heb die even als voorbeeld gebruikt) User jasper.van.der.veen@koopmanint.com could not be updated due to: RulesEngineException - 1 rule error: UPMError: code=RLUPM0131, field=CsHandle.handle, message=Rule validateCommValues: E164 handle '+8452' already assigned to current user Kunnen jullie mij assisteren om dit te verhelpen. Met vriendelijke groet, With kind regards, Jasper van der Veen +31 527 638 444 | helpdesk_emm@koopmanint.com www.koopmanint.com | Ecu 6, 8305 BA, Emmeloord

Verloop

2026-08-12 09:04 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] ticket new NL - aanmeld email naar klant nieuwe stijl" fired.

When a ticket is: Created And the following conditions are met: Ticket Category in list "TSV Incidents or TSV Changes or TSV Requests or TSV-Connect" Queue in list "TPS - Tickets or TSV - Connect" UDF (Company): Taal equal to "Nederlands" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket aanmeld mail naar klant (nieuwe stijl NL)) to Primary Company Contact (telecom@koopmanint.com); Ticket Contact (jasper.van.der.veen@koopmanint.com) Initiated by André Kik
2026-08-12 09:04 Systeemnotities Systeem

Workflow Rule "[ALL] note added by external contact - notificatie mail intern" fired.

When a ticket is: Note Added, Attachment Added And the following conditions are met: Status not equal to "Complete" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket update notificatie email intern) to Assigned Resources Initiated by André Kik
2026-08-12 09:50 Time-entries Gerko Oskam 2.00 uur

Het gaat om gebruiker: Tygo van den Donker 8484 Tygo van den Donker Met AD Explorer gekeken en ik zie dat bij Tygo homePhone gevuld is met EMM maar dat moet bij pager staan. Ik krijg Jasper nu even niet te pakken. Straks weer proberen
2026-08-12 12:17 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] ticket updated NL - mail naar klant met opt-in nieuwe stijl" fired.

When a ticket is: Note Added By Autotask Resource, Attachment Added By Autotask Resource, Time Added By Autotask Resource And the following conditions are met: Ticket Category in list "TSV Incidents or TSV Changes or TSV Requests" Queue in list "TPS - Tickets" UDF (Contact): Ontvangt ticket update notificaties (OPT-OUT) equal to "Ja" Status in list "To be scheduled or Waiting Customer or Escalated or Notification received or Is scheduled or To be reviewed" UDF (Company): Taal equal to "Nederlands" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket update mail naar klant (nieuwe stijl NL)) to Additional Contact(s); Primary Company Contact (telecom@koopmanint.com); Ticket Contact (jasper.van.der.veen@koopmanint.com) Initiated by Gerko Oskam
2026-08-13 07:40 Time-entries Gerko Oskam 0.17 uur

Ik heb gebeld met Jasper en het werkt nu weer.
2026-08-13 07:53 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] ticket completed NL - gereedmelding email naar klant nieuwe stijl" fired.

When a ticket is: Edited By Autotask Resource, Ticket In Current Status For 5 Minutes And the following conditions are met: Ticket Category in list "TSV Incidents or TSV Changes or TSV Requests or TSV-Connect" Status changed to "Complete" Queue in list "TPS - Tickets or TSV - Connect" UDF (Company): Taal equal to "Nederlands" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket afmeld mail naar klant (nieuwe stijl NL)) to Primary Company Contact (telecom@koopmanint.com); Ticket Contact (jasper.van.der.veen@koopmanint.com) Initiated by Gerko Oskam
2026-08-13 07:52 Oplossing

Geen specifieke oplossing, zie ticket acties.

Volledige record uit Autotask

{
  "apiVendorID": null,
  "assignedResourceID": 29682891,
  "assignedResourceRoleID": 29683475,
  "billingCodeID": 29683508,
  "changeApprovalBoard": null,
  "changeApprovalStatus": null,
  "changeApprovalType": null,
  "changeInfoField1": "",
  "changeInfoField2": "",
  "changeInfoField3": "",
  "changeInfoField4": "",
  "changeInfoField5": "",
  "companyID": 340,
  "companyLocationID": 167,
  "completedByResourceID": 29682891,
  "completedDate": "2026-08-13T07:52:41.537Z",
  "configurationItemID": null,
  "contactID": 30686063,
  "contractID": 29684386,
  "contractServiceBundleID": null,
  "contractServiceID": null,
  "createDate": "2026-08-12T09:03:57.540Z",
  "createdByContactID": null,
  "creatorResourceID": 29682888,
  "creatorType": 1,
  "currentServiceThermometerRating": null,
  "description": "Van:\n Jasper van der Veen <jasper.van.der.veen@koopmanint.com>\n\nDatum:\n 12-08-2026, 10:57\n\nOnderwerp:\n Toevoegen new user Avaya Workplace via System manager lukt niet\n\nBeste Support,\n\nDe Sync lijkt niet correct te verlopen in System manager\n\nWanneer ik een nieuwe user wil toevoegen voor gebruik Avaya Workplace komt deze er niet bij, daarnaast zie je 11 unchanged en 33 failed,\n\nHier de melding (ik sta er ook tussen heb die even als voorbeeld gebruikt)\n\nUser \njasper.van.der.veen@koopmanint.com\n could not be updated due to: RulesEngineException - 1 rule error: UPMError: code=RLUPM0131, field=CsHandle.handle, message=Rule validateCommValues: E164 handle '+8452' already assigned to current user\n\nKunnen jullie mij assisteren om dit te verhelpen.\n\n \n\n \n\nMet vriendelijke groet, With kind regards,\n\nJasper van der Veen\n\n \n\n \n\n+31 527 638 444 |\n\nhelpdesk_emm@koopmanint.com\n\nwww.koopmanint.com\n | Ecu 6, 8305 BA, Emmeloord",
  "dueDateTime": "2026-08-18T15:03:00.000Z",
  "estimatedHours": null,
  "externalID": "",
  "firstResponseAssignedResourceID": 29682891,
  "firstResponseDateTime": "2026-08-12T09:50:00.000Z",
  "firstResponseDueDateTime": "2026-08-17T07:33:57.540Z",
  "firstResponseInitiatingResourceID": 29682891,
  "hoursToBeScheduled": null,
  "id": 43543,
  "impersonatorCreatorResourceID": 29682934,
  "isAssignedToComanaged": false,
  "isVisibleToComanaged": false,
  "issueType": null,
  "lastActivityDate": "2026-08-18T09:42:32.910Z",
  "lastActivityPersonType": 1,
  "lastActivityResourceID": 29682888,
  "lastCustomerNotificationDateTime": "2026-08-13T07:52:59.950Z",
  "lastCustomerVisibleActivityDateTime": "2026-08-13T07:52:41.523Z",
  "lastTrackedModificationDateTime": "2026-08-18T09:42:32.910Z",
  "monitorID": null,
  "monitorTypeID": null,
  "opportunityID": null,
  "organizationalLevelAssociationID": null,
  "previousServiceThermometerRating": null,
  "priority": 3,
  "problemTicketId": null,
  "projectID": null,
  "purchaseOrderNumber": "",
  "queueID": 29683479,
  "resolution": "Geen specifieke oplossing, zie ticket acties.",
  "resolutionPlanDateTime": "2026-08-13T07:50:00.000Z",
  "resolutionPlanDueDateTime": null,
  "resolvedDateTime": "2026-08-13T07:50:00.000Z",
  "resolvedDueDateTime": "2026-08-18T15:03:57.540Z",
  "rmaStatus": null,
  "rmaType": null,
  "rmmAlertID": null,
  "serviceLevelAgreementHasBeenMet": null,
  "serviceLevelAgreementID": 16,
  "serviceLevelAgreementPausedNextEventHours": null,
  "serviceThermometerTemperature": null,
  "source": 2,
  "status": 5,
  "subIssueType": null,
  "ticketCategory": 103,
  "ticketNumber": "T20260812.0005",
  "ticketType": 2,
  "title": "Toevoegen new user Avaya Workplace via System manager lukt niet",
  "userDefinedFields": [
    {
      "name": "Customer notified",
      "value": null
    },
    {
      "name": "Downtime IN MINUTEN (indien van toepassing)",
      "value": null
    },
    {
      "name": "Factuur omschrijving",
      "value": "De provisioning code EMM stond niet in het juiste veld. Deze moet in het pager veld."
    },
    {
      "name": "Gepland in Outlook",
      "value": null
    },
    {
      "name": "Klant prio",
      "value": null
    },
    {
      "name": "Mobiel Nummer",
      "value": null
    },
    {
      "name": "OB-Status",
      "value": null
    },
    {
      "name": "Ticketnummer extern (klanten/leveranciers)",
      "value": null
    }
  ]
}