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Performance Issue: Remedy Available, but email is delayed

Last Updated:
2019-05-02 15:16:01
Event:
2019-05-02 10:17:00
Status:
Closed
Brief Description:
The IT Service Desk has received a number of reports of delayed email processing in Remedy.
User Impact:
New emails to create Remedy tickets and emails updating existing Remedy tickets will be delayed.
Workaround:
There is no workaround for this issue
Current Status:
Remedy issue has been resolved by the vendor. Problem was an issue with the vendor hosting environment. If you any further issues please send email to remedy-admin@cornell.edu.
Services Affected:
IT Service Management Suite
Subsites Affected:
Remedy
Full Description:
The IT Service Desk has received a number of reports of delayed email processing in Remedy.



Timeline of Changes

Description Current Status Date Time
The IT Service Desk has received a number of reports of delayed email processing in Remedy. Remedy issue has been resolved by the vendor. Problem was an issue with the vendor hosting environment. If you any further issues please send email to remedy-admin@cornell.edu. 2019-05-02 15:16:01
The IT Service Desk has received a number of reports of delayed email processing in Remedy. Remedy is now connectable, and emails are processing. The vendor has not closed their incident. Please report any issues to the IT Service Desk. 2019-05-02 14:55:20
The IT Service Desk has received a number of reports of delayed email processing in Remedy. Remedy is now connectable, but email processing is still delayed. 2019-05-02 13:55:14
The IT Service Desk has received a number of reports of delayed email processing in Remedy this morning. Remedy is currently down. CIT is working with the vendor on a resolution. 2019-05-02 13:10:48
The IT Service Desk has received a number of reports of delayed email processing in Remedy this morning. The Remedy admins are currently working with the vendor on on the email processing issue as well as other performance issues with Remedy. 2019-05-02 10:50:49