Performance Issue: TeamDynamix Scheduled Reports and Ticket Reassignments
Last Updated:
2021-11-18 01:36:47
Event:
2021-11-15 16:05:00
Status:
Closed
Brief Description:
There have been reports of unexpected behavior for some tickets and reports in TeamDynamix since the recent update to version 11.4, including reports not retaining filter values from a prior month and ticket reassignment issues.
User Impact:
Some report filtering not operating as expected, reassignment or escalation of tickets from a technician to a group, and handoff from one TeamDynamix instance to another not generating notifications.
Workaround:
There is no workaround for this issue
Current Status:
All reported issues have been resolved.
Services Affected:
IT Service Management Suite
Full Description:
There have been reports of unexpected behavior for some tickets and reports in TeamDynamix since the recent update to version 11.4. These include reports not retaining filter values from a prior month and unexpected reassignment of tickets from a technician to a group due to reaching a resolution deadline. These issues are only sporadically affecting tickets and some tickets with similar characteristics are not being affected. In addition, tickets being referred to another TeamDynamix instance (such as from CIT to unit IT) are having the Responsible category change to "" (null), which prevents the receiving group from getting notifications. The vendor has been contacted and is looking into the problem.
CIT TDX ID:
541423
Timeline of Changes
| Description | Current Status | Date | Time |
|---|---|---|---|
| There have been reports of unexpected behavior for some tickets and reports in TeamDynamix since the recent update to version 11.4. These include reports not retaining filter values from a prior month and unexpected reassignment of tickets from a technician to a group due to reaching a resolution deadline. These issues are only sporadically affecting tickets and some tickets with similar characteristics are not being affected. In addition, tickets being referred to another TeamDynamix instance (such as from CIT to unit IT) are having the Responsible category change to "" (null), which prevents the receiving group from getting notifications. The vendor has been contacted and is looking into the problem. | All reported issues have been resolved. | 2021-11-18 | 01:36:47 |
| There have been reports of unexpected behavior for some tickets and reports in TeamDynamix since the recent update to version 11.4. These include reports not retaining filter values from a prior month and unexpected reassignment of tickets from a technician to a group due to reaching a resolution deadline. These issues are only sporadically affecting tickets and some tickets with similar characteristics are not being affected. In addition, tickets being referred to another TeamDynamix instance (such as from CIT to unit IT) are having the Responsible category change to "" (null), which prevents the receiving group from getting notifications. The vendor has been contacted and is looking into the problem. | The vendor maintenance conducted in the early morning hours of Tuesday, November 16, 2021, addressed all issues reported to date that resulted from the 11.4 TeamDynamix release. Anyone encountering issues in TeamDynamix should notify the IT Service Desk so the problem can be referred to the vendor: https://it.cornell.edu/support | 2021-11-16 | 16:18:19 |
| There have been reports of unexpected behavior for some tickets and reports in TeamDynamix since the recent update to version 11.4. These include reports not retaining filter values from a prior month and unexpected reassignment of tickets from a technician to a group due to reaching a resolution deadline. These issues are only sporadically affecting tickets and some tickets with similar characteristics are not being affected. In addition, tickets being referred to another TeamDynamix instance (such as from CIT to unit IT) are having the Responsible category change to "" (null), which prevents the receiving group from getting notifications. The vendor has been contacted and is looking into the problem. | TeamDynamix staff will be performing maintenance in the early morning hours of Tuesday, November 16, 2021, to work on issues from the 11.4 TeamDynamix release.The system will be unavailable during maintenance from 11:59pm on November 15 until 4am November 16. | 2021-11-15 | 21:03:46 |
| There have been reports of unexpected behavior for some tickets and reports in TeamDynamix since the recent update to version 11.4. These include reports not retaining filter values from a prior month and unexpected reassignment of tickets from a technician to a group due to reaching a resolution deadline. These issues are only sporadically affecting tickets and some tickets with similar characteristics are not being affected. In addition, tickets being referred to another TeamDynamix instance (such as from CIT to unit IT) are having the Responsible category change to "" (null), which prevents the receiving group from getting notifications. The vendor has been contacted and is looking into the problem. | TeamDynamix staff continue to investigate all reported issues. Anyone who encounters a problem using TeamDynamix should notify the IT Service Desk at https://it.cornell.edu/support so it can be added to the vendor's analysis. | 2021-11-15 | 19:50:24 |
| There have been reports of unexpected behavior for some tickets and reports in TeamDynamix since the recent update to version 11.4. These include reports not retaining filter values from a prior month and unexpected reassignment of tickets from a technician to a group due to reaching a resolution deadline. These issues are only sporadically affecting tickets and some tickets with similar characteristics are not being affected. In addition, tickets being referred to another TeamDynamix instance (such as from CIT to unit IT) are having the Responsible category change to "" (null), which prevents the receiving group from getting notifications. The vendor has been contacted and is looking into the problem. | TeamDynamix staff are investigating. | 2021-11-15 | 16:16:48 |