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Performance Issue: Remedy Email Processing Delays

Last Updated:
2017-05-17 13:00:07
Event:
2017-05-16 06:00:00
Status:
Closed
Brief Description:
Emails to Remedy were not creating or updating tickets in a timely manner.
User Impact:
N/A
Workaround:
There is no workaround for this issue
Current Status:
During this timeframe tickets that were submitted were processed at a much slower rate. This issue has been resolved and emails are now processing normally.
Services Affected:
IT Service Management Suite
Subsites Affected:
Remedy
Full Description:
Early this morning we became aware that emails were not creating or updating tickets in a timely manner. We notified the vendor as soon as we became aware of the problem and continued to process the request manually until the issue was resolved.



Timeline of Changes

Description Current Status Date Time
Early this morning we became aware that emails were not creating or updating tickets in a timely manner. We notified the vendor as soon as we became aware of the problem and continued to process the request manually until the issue was resolved. During this timeframe tickets that were submitted were processed at a much slower rate. This issue has been resolved and emails are now processing normally. 2017-05-16 13:53:47