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Performance Issue: Remedy Email

Last Updated:
2019-09-13 16:44:27
Event:
2019-09-12 16:20:00
Status:
Closed
Brief Description:
A very small portion of the e-mail messages coming into the Remedy system are resulting in the creation of two nearly-identical Remedy tickets. The only difference between the two tickets is the incident/request number.
User Impact:
N/A
Workaround:
There is no workaround for this issue
Current Status:
Vendor BMC has reported that the issue has been resolved.
Services Affected:
IT Service Management Suite
Subsites Affected:
Remedy
Full Description:
A very small portion of the e-mail messages coming into the Remedy system are resulting in the creation of two nearly-identical Remedy tickets. The only difference between the two tickets is the incident/request number.
When this happens, Remedy users are advised to choose one ticket to work on and to cancel (or turbo cancel)  the duplicate  ticket.



Timeline of Changes

Description Current Status Date Time
A very small portion of the e-mail messages coming into the Remedy system are resulting in the creation of two nearly-identical Remedy tickets. The only difference between the two tickets is the incident/request number. When this happens, Remedy users are advised to choose one ticket to work on and to cancel (or turbo cancel)  the duplicate  ticket. Vendor BMC has reported that the issue has been resolved. 2019-09-13 16:44:27
A very small portion of the e-mail messages coming into the Remedy system are resulting in the creation of two nearly-identical Remedy tickets. The only difference between the two tickets is the incident/request number. When this happens, Remedy users are advised to choose one ticket to work on and to cancel (or turbo cancel)  the duplicate  ticket. The vendor is investigating the cause of this problem. 2019-09-12 16:23:07