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Performance: Performance problem with Remedy

Last Updated:
2010-08-18 00:00:00
Event:
2010-08-17 00:00:00
Status:
Closed
Brief Description:
User Impact:
N/A
Workaround:
There is no workaround for this issue
Current Status:
N/A
Services Affected:
Full Description:
Performance problem with Remedy\n\nThere were two reported performance issues with Remedy today that were related, and have now been resolved.\n\nThe remedy email engine became non responsive. For some CIT Remedy users, e-mail messages were not being sent from Remedy as tickets were resolved.\n\nThe CIT on resolve email notification was not functioning properly. Some CIT users were not being notified via email of resolved tickets. This issue has been resolved. \n\nIf you have questions or continue to experience performance issues, please send an email to remedy-admin@cornell.edu, or call the CIT Help Desk at 255-8990.\n\nThank you for your patience,\n\nRemedy Support Team\nCornell Information Technologies\n



Timeline of Changes

Description Current Status Date Time
Remedy Performance Issue - Resolved\n \nThe backline team restarted the Remedy server at 4:30 pm on 8/17/10.\nE-mail is now coming into Remedy, and this has resolved the issue.\n \nThe backline team will continue to monitor e-mail in Remedy.\n If you experience issues with e-mail in Remedy, please contact the Remedy support team at: remedy-admin@cornell.edu\n \nThank you for your patience,\nRemedy Support Team\n Remedy Performance Issue - Resolved\n \nThe backline team restarted the Remedy server at 4:30 pm on 8/17/10.\nE-mail is now coming into Remedy, and this has resolved the issue.\n \nThe backline team will continue to monitor e-mail in Remedy.\n If you experience issues with e-mail in Remedy, please contact the Remedy support team at: remedy-admin@cornell.edu\n \nThank you for your patience,\nRemedy Support Team\n 2010-08-18 00:00:00
Backline support staff are investigating. Backline support staff are investigating. 2010-08-17 00:00:00
Performance issue with Remedy is still not resolved.\n\nNew tickets are not coming into Remedy despite the restart of the e-mail engine. Backline support staff is investigating.\n Performance issue with Remedy is still not resolved.\n\nNew tickets are not coming into Remedy despite the restart of the e-mail engine. Backline support staff is investigating.\n 2010-08-17 00:00:00
The backline team has tried to restart the Remedy e-mail engine, and this did not resolve the incoming ticket problem. The team is continues to investigate the source of the problem.\n \nThe backline team is planning to restart the Remedy server after 4:30 pm on 8/17/10.\n The backline team has tried to restart the Remedy e-mail engine, and this did not resolve the incoming ticket problem. The team is continues to investigate the source of the problem.\n \nThe backline team is planning to restart the Remedy server after 4:30 pm on 8/17/10.\n 2010-08-17 00:00:00
The backline team restarted the Remedy server at 4:30 pm on 8/17/10.\nE-mail appears to now be coming into Remedy. The backline team will\ncontinue to monitor e-mail in Remedy.\n \nIf you experience issues with e-mail in Remedy, please contact the Remedy support team at: remedy-admin@cornell.edu\n \nThank you for your patience,\nRemedy Support Team\n The backline team restarted the Remedy server at 4:30 pm on 8/17/10.\nE-mail appears to now be coming into Remedy. The backline team will\ncontinue to monitor e-mail in Remedy.\n \nIf you experience issues with e-mail in Remedy, please contact the Remedy support team at: remedy-admin@cornell.edu\n \nThank you for your patience,\nRemedy Support Team\n 2010-08-17 00:00:00