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Performance: Remedy

Last Updated:
2015-11-24 00:00:00
Event:
2015-11-02 00:00:00
Status:
Closed
Brief Description:
Remedy
User Impact:
N/A
Workaround:
There is no workaround for this issue
Current Status:
N/A
Services Affected:
Full Description:
Cornell and BMC support and engineers are monitoring the Remedy service to identify and address stability issues.



Timeline of Changes

Description Current Status Date Time
Representatives of BMC and Cornell are continuing to monitor the Remedy service. BMC is maintaining a 24/7 rapid-response approach to be ready to receive, analyze, and fix issues as they appear. They are also providing Cornell with daily service status updates and have come to campus for the first of several onsite meetings.\n\nThe service is operating as expected, within the context of the service improvement efforts currently underway. Anyone who encounters a problem with Remedy is encouraged to report it to the IT Service Desk ( http://it.cornell.edu/support ) so that outstanding issues can be identified and resolved as quickly as possible. Representatives of BMC and Cornell are continuing to monitor the Remedy service. BMC is maintaining a 24/7 rapid-response approach to be ready to receive, analyze, and fix issues as they appear. They are also providing Cornell with daily service status updates and have come to campus for the first of several onsite meetings.\n\nThe service is operating as expected, within the context of the service improvement efforts currently underway. Anyone who encounters a problem with Remedy is encouraged to report it to the IT Service Desk ( http://it.cornell.edu/support ) so that outstanding issues can be identified and resolved as quickly as possible. 2015-11-24 00:00:00
We had reports of two errors the morning of November 11: authentication failed, and network protocol/data error. In both cases, refreshing the browser solved the problem. We had reports of two errors the morning of November 11: authentication failed, and network protocol/data error. In both cases, refreshing the browser solved the problem. 2015-11-11 00:00:00
No instability has been reported or observed since the issue on Friday (11/6/15) was resolved. No instability has been reported or observed since the issue on Friday (11/6/15) was resolved. 2015-11-09 00:00:00
Today (11/6/15), some users encountered an error message indicating an issue with caching. The server cache was cleared, resolving the problem. Monitoring and troubleshooting are ongoing. Today (11/6/15), some users encountered an error message indicating an issue with caching. The server cache was cleared, resolving the problem. Monitoring and troubleshooting are ongoing. 2015-11-06 00:00:00
Cornell and BMC staff are continuing to monitor the Remedy service and track and investigate unexpected behavior. Yesterday (Wednesday 11/5/15), troubleshooting of a Java error was traced to a corrupted filter in part of the Remedy subsystem. This filter was also found to be causing problems with some web pages that use web services to create incidents, and was fixed last night. Cornell and BMC staff are continuing to monitor the Remedy service and track and investigate unexpected behavior. Yesterday (Wednesday 11/5/15), troubleshooting of a Java error was traced to a corrupted filter in part of the Remedy subsystem. This filter was also found to be causing problems with some web pages that use web services to create incidents, and was fixed last night. 2015-11-05 00:00:00
No instability has been reported or observed since 10am yesterday (11/2/15). Only a few instances of slow loading or response, which may have been related to tasks running on the computer rather than Remedy itself, were noted this morning. It is possible there are issues that still need to be addressed, so Cornell and BMC staff are continuing to investigate potential problem sources, and evaluating responses and fixes in case any of them is proven to be a factor in service instability. \n\nTo assist in this process, anyone who experiences slow or unstable behavior from Remedy is encouraged to report it to the IT Service Desk: http://it.cornell.edu/support . Thank you. No instability has been reported or observed since 10am yesterday (11/2/15). Only a few instances of slow loading or response, which may have been related to tasks running on the computer rather than Remedy itself, were noted this morning. It is possible there are issues that still need to be addressed, so Cornell and BMC staff are continuing to investigate potential problem sources, and evaluating responses and fixes in case any of them is proven to be a factor in service instability. \n\nTo assist in this process, anyone who experiences slow or unstable behavior from Remedy is encouraged to report it to the IT Service Desk: http://it.cornell.edu/support . Thank you. 2015-11-03 00:00:00
Cornell and BMC support and engineers are continuing to investigate this morning’s issues with Remedy. In response to instances of instability between 7:30am and 10am, potential fixes were performed. No more issues were observed after 10am, and the system will be monitored closely again tomorrow morning to attempt to gain more certainty about the nature of any remaining problems and to identify definitive ways to address them. BMC is also working to assemble more information about the causes for specific error messages that were observed. Cornell and BMC support and engineers are continuing to investigate this morning’s issues with Remedy. In response to instances of instability between 7:30am and 10am, potential fixes were performed. No more issues were observed after 10am, and the system will be monitored closely again tomorrow morning to attempt to gain more certainty about the nature of any remaining problems and to identify definitive ways to address them. BMC is also working to assemble more information about the causes for specific error messages that were observed. 2015-11-02 00:00:00