Performance Issue: Remedy Issue
Last Updated:
2018-11-09 21:41:22
Event:
2018-10-19 19:19:00
Status:
Closed
Brief Description:
Customers sending emails to Remedy with both the REQ and INC number in the subject line for Resolved, Closed or Cancelled tickets were not seeing updates in the Work Detail tab.
User Impact:
Earlier this week the Remedy Support Team worked with the Remedy vendor to correct a problem with Remedy tickets not updating the Work Details section of Resolved, Closed and Cancelled incidents. Although our testing seems to confirm the issue has been fixed, we are hearing isolated reports of related issues. We continue to work with the vendor to track these reports. If you observe any of the issues described below, please report them to remedy-admin@cornell.edu.
Workaround:
There is no workaround for this issue
Current Status:
No issues reported.
Services Affected:
IT Service Management Suite
Subsites Affected:
Telephone Authorization Codes
Full Description:
Customers sending emails to Remedy with both the REQ and INC number in the subject line for Resolved, Closed or Cancelled tickets were not seeing updates in the Work Detail tab. When updates were not being posted to the Work Details, the assignee was not being notified that a ticket was updated.
Timeline of Changes
| Description | Current Status | Date | Time |
|---|---|---|---|
| Customers sending emails to Remedy with both the REQ and INC number in the subject line for Resolved, Closed or Cancelled tickets were not seeing updates in the Work Detail tab. When updates were not being posted to the Work Details, the assignee was not being notified that a ticket was updated. | No issues reported. | 2018-11-09 | 21:41:22 |
| Customers sending emails to Remedy with both the REQ and INC number in the subject line for Resolved, Closed or Cancelled tickets were not seeing updates in the Work Detail tab. When updates were not being posted to the Work Details, the assignee was not being notified that a ticket was updated. | Earlier this week the Remedy Support Team worked with the Remedy vendor to correct a problem with Remedy tickets not updating the Work Details section of Resolved, Closed and Cancelled incidents. Although our testing seems to confirm the issue has been fixed, we are hearing isolated reports of related issues. We continue to work with the vendor to track these reports. If you observe any of the issues described below, please report them to remedy-admin@cornell.edu. | 2018-10-26 | 17:39:23 |
| We are noticing that some updates to tickets are not being captured in the work detail of the ticket. | The Remedy issue has been resolved. | 2018-10-22 | 19:10:16 |
| We are noticing that some updates to tickets are not being captured in the work detail of the ticket. | We are working with the vendor to get this issue resolved as quickly as possible. | 2018-10-19 | 19:21:51 |