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Performance Issue: Remedy Post Migration Issues

Last Updated:
2018-08-23 12:46:33
Event:
2018-08-06 15:31:00
Status:
Closed
Brief Description:
Remedy is experiencing a number of issues following the most recent migration.
User Impact:
N/A
Workaround:
There is no workaround for this issue
Current Status:
The update that the vendor applied yesterday appears have resolved these issues.

If any Remedy users do experience problems with a ticket's work details not updating, please contact Remedy support at remedy-admin@cornell.edu.
Services Affected:
IT Service Management Suite
Subsites Affected:
Remedy
Full Description:
Remedy Post Migration Issues

· Work Details: Some users are noticing that updates sent into a ticket are not showing up in their ticket Work Details tab. This is not consistent with all tickets.

· Error 106: Some users are experiencing an issue when they try to assign a ticket a ticket to themselves through the “assign to me” function or with the navigation assignment options.

· Assigning a ticket to a user: Some users are experiencing an issue with trying to assign a ticket to a user. The users name appears but the application is not accepting the users name when its assigned.



Timeline of Changes

Description Current Status Date Time
Remedy Post Migration Issues · Work Details: Some users are noticing that updates sent into a ticket are not showing up in their ticket Work Details tab. This is not consistent with all tickets. · Error 106: Some users are experiencing an issue when they try to assign a ticket a ticket to themselves through the “assign to me” function or with the navigation assignment options. · Assigning a ticket to a user: Some users are experiencing an issue with trying to assign a ticket to a user. The users name appears but the application is not accepting the users name when its assigned. The update that the vendor applied yesterday appears have resolved these issues. If any Remedy users do experience problems with a ticket's work details not updating, please contact Remedy support at remedy-admin@cornell.edu. 2018-08-23 12:46:33
Remedy Post Migration Issues · Work Details: Some users are noticing that updates sent into a ticket are not showing up in their ticket Work Details tab. This is not consistent with all tickets. · Error 106: Some users are experiencing an issue when they try to assign a ticket a ticket to themselves through the “assign to me” function or with the navigation assignment options. · Assigning a ticket to a user: Some users are experiencing an issue with trying to assign a ticket to a user. The users name appears but the application is not accepting the users name when its assigned. The vendor has implemented an update to the Remedy PROD environment yesterday that we believe has resolved this issue. If users are still experiencing problems with a tickets work details updating, we encourage you to contact Remedy support at remedy-admin@cornell.edu. 2018-08-22 10:41:40
Remedy Post Migration Issues · Work Details: Some users are noticing that updates sent into a ticket are not showing up in their ticket Work Details tab. This is not consistent with all tickets. · Error 106: Some users are experiencing an issue when they try to assign a ticket a ticket to themselves through the “assign to me” function or with the navigation assignment options. · Assigning a ticket to a user: Some users are experiencing an issue with trying to assign a ticket to a user. The users name appears but the application is not accepting the users name when its assigned. The Error 106 issue has been resolved and users can once again assign tickets. Assigning a ticket to a user has also been resolved. Work details issue is still being investigated. 2018-08-16 16:05:36
Remedy Post Migration Issues · Work Details: Some users are noticing that updates sent into a ticket are not showing up in their ticket Work Details tab. This is not consistent with all tickets. · Error 106: Some users are experiencing an issue when they try to assign a ticket a ticket to themselves through the “assign to me” function or with the navigation assignment options. · Assigning a ticket to a user: Some users are experiencing an issue with trying to assign a ticket to a user. The users name appears but the application is not accepting the users name when its assigned. The vendors understands the critical nature of these issue and is working with their engineering team to resolve these problems as quickly as possible. If you have questions please email remedy-admin@cornell.edu. 2018-08-14 16:06:07
Remedy Post Migration Issues · Work Details: Some users are noticing that updates sent into a ticket are not showing up in their ticket Work Details tab. This is not consistent with all tickets. · Error 106: Some users are experiencing an issue when they try to assign a ticket a ticket to themselves through the “assign to me” function or with the navigation assignment options. · Assigning a ticket to a user: Some users are experiencing an issue with trying to assign a ticket to a user. The users name appears but the application is not accepting the users name when its assigned. If you’re getting the Error 106 error message when trying to assign a ticket in Smart IT, we recommend that you use the Classic Remedy interface. You can get to the classic interface by going to: https://cornell.onbmc.com. If you have never used the Classic Remedy interface and would like a short tutorial video on how to assign a ticket, please email remedy-admin@cornell.edu. The vendor continues to work to resolve these issues with Remedy. If you have questions or issues please email remedy-admin@cornell.edu. 2018-08-10 15:35:08
Remedy Post Migration Issues · Work Details: Some users are noticing that updates sent into a ticket are not showing up in their ticket Work Details tab. This is not consistent with all tickets. · Error 106: Some users are experiencing an issue when they try to assign a ticket a ticket to themselves through the “assign to me” function or with the navigation assignment options. · Assigning a ticket to a user: Some users are experiencing an issue with trying to assign a ticket to a user. The users name appears but the application is not accepting the users name when its assigned. The vendor continues to work to resolve these issues with Remedy. If you have questions or issues please email remedy-admin@cornell.edu. 2018-08-10 15:27:26
Remedy Post Migration Issues · Work Details: Some users are noticing that updates sent into a ticket are not showing up in their ticket Work Details tab. This is not consistent with all tickets. · Error 106: Some users are experiencing an issue when they try to assign a ticket a ticket to themselves through the “assign to me” function or with the navigation assignment options. · Assigning a ticket to a user: Some users are experiencing an issue with trying to assign a ticket to a user. The users name appears but the application is not accepting the users name when its assigned. The issue where some users were unable to assign tickets to other users has been resolved. The vendor is still working to resolve the other issues. 2018-08-08 11:43:23
Remedy Post Migration Issues · Work Details: Some users are noticing that updates sent into a ticket are not showing up in their ticket Work Details tab. This is not consistent with all tickets. · Error 106: Some users are experiencing an issue when they try to assign a ticket a ticket to themselves through the “assign to me” function or with the navigation assignment options. · Assigning a ticket to a user: Some users are experiencing an issue with trying to assign a ticket to a user. The users name appears but the application is not accepting the users name when its assigned. The vendor is aware of these issues and is currently working to get them resolved. 2018-08-06 15:35:36