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Performance Issue: Remedy Incoming Email

Last Updated:
2020-04-08 16:00:41
Event:
2020-03-10 14:15:00
Status:
Closed
Brief Description:
Remedy has been experiencing issues accepting incoming emails.
User Impact:
N/A
Workaround:
There is no workaround for this issue
Current Status:
The vendor has performed some server maintenance that may improve Remedy performance. Users should report any continuing Remedy performance issues to remedy-admin@cornell.edu.
Services Affected:
IT Service Management Suite
Subsites Affected:
Remedy
Full Description:
Remedy has been experiencing issues accepting incoming emails.



Timeline of Changes

Description Current Status Date Time
Remedy has been experiencing issues accepting incoming emails. The vendor has performed some server maintenance that may improve Remedy performance. Users should report any continuing Remedy performance issues to remedy-admin@cornell.edu. 2020-03-20 11:19:36
Remedy has been experiencing issues accepting incoming emails. The vendor is continuing to investigate reports of the general slow performance of the Remedy system. 2020-03-18 14:41:15
Remedy has been experiencing issues accepting incoming emails. The vendor has confirmed that all email sent to Remedy during the affected period has been processed. Cornell staff are continuing to monitor the service. 2020-03-12 08:21:09
Remedy has been experiencing issues accepting incoming emails. The vendor restarted the servers. New tickets are now being created and existing tickets are being updated. Cornell staff are continuing to monitoring the situation. 2020-03-12 01:07:30
Remedy is currently not accepting incoming emails. The vendor is investigating the issue. Incoming email is currently failing to generate or update tickets in Remedy, and is returning an error message to the sender, but copies of all incoming email are being retained so that the data will not be lost. When service is restored, the retained messages will be input into the system. The vendor is investigating the issue and may restart the service. 2020-03-11 22:01:24
Remedy is currently experiencing a delay in processing incoming emails. The vendor is investigating the issue. 2020-03-10 14:17:14