Performance Issue: Some Email Replies to TeamDynamix Not Being Delivered
Last Updated:
2022-01-24 15:18:20
Event:
2022-01-20 15:26:00
Status:
Closed
Brief Description:
Email to tdx-collector mailboxes that contain TeamDynamix reply codes not being delivered. As a result, related support issue tickets are not handled properly. Only replies sent directly to "cornell-notify@support.mail.cornell.edu" are being processed.
User Impact:
Email to tdx-collector mailboxes that contain TeamDynamix reply codes not being delivered.
Workaround:
Until the issue is resolved with the vendor, support staff should either:
- Reply to customers using the TeamDynamix Update option, or
- If working tickets through email, make sure that any reply or forward email (which includes a block of TeamDynamix tracking code at the bottom) includes the system address cornell-notify@support.mail.cornell.edu in the email’s To: field.
- Reply to customers using the TeamDynamix Update option, or
- If working tickets through email, make sure that any reply or forward email (which includes a block of TeamDynamix tracking code at the bottom) includes the system address cornell-notify@support.mail.cornell.edu in the email’s To: field.
Current Status:
IT staff are seeing no further errors at this time. Some manual cleanup of skipped messages may still need to be completed.
Services Affected:
IT Service Management Suite
Full Description:
Email to tdx-collector mailboxes that contain TeamDynamix reply codes not being delivered. As a result, related support issue tickets are not handled properly. Only replies sent directly to "cornell-notify@support.mail.cornell.edu" are being processed.
Specifically, replies sent to Cornell EGA email addresses should be handled by an automated process, but a recent vendor change caused that process to stop working.
Specifically, replies sent to Cornell EGA email addresses should be handled by an automated process, but a recent vendor change caused that process to stop working.
CIT TDX ID:
560281
Timeline of Changes
| Description | Current Status | Date | Time |
|---|---|---|---|
| Email to tdx-collector mailboxes that contain TeamDynamix reply codes not being delivered. As a result, related support issue tickets are not handled properly. Only replies sent directly to "cornell-notify@support.mail.cornell.edu" are being processed. Specifically, replies sent to Cornell EGA email addresses should be handled by an automated process, but a recent vendor change caused that process to stop working. | IT staff are seeing no further errors at this time. Some manual cleanup of skipped messages may still need to be completed. | 2022-01-24 | 15:18:20 |
| Email to tdx-collector mailboxes that contain TeamDynamix reply codes not being delivered. As a result, related support issue tickets are not handled properly. Only replies sent directly to "cornell-notify@support.mail.cornell.edu" are being processed. Specifically, replies sent to Cornell EGA email addresses should be handled by an automated process, but a recent vendor change caused that process to stop working. | IT staff have put a solution in place and are continuing to monitor the situation. | 2022-01-20 | 21:51:06 |
| Email to tdx-collector mailboxes that contain TeamDynamix reply codes not being delivered. As a result, related support issue tickets are not handled properly. Only replies sent directly to "cornell-notify@support.mail.cornell.edu" are being processed. Specifically, replies sent to Cornell EGA email addresses should be handled by an automated process, but a recent vendor change caused that process to stop working. | The vendor is aware of the issue and IT staff are working with them to find a fix. | 2022-01-20 | 19:46:17 |
| Email to tdx-collector mailboxes that contain TeamDynamix reply codes not being delivered. As a result, related support issue tickets are not handled properly. Only replies sent directly to "cornell-notify@support.mail.cornell.edu" are being processed. Specifically, replies sent to Cornell EGA email addresses should be handled by an automated process, but a recent vendor change caused that process to stop working. | IT staff are aware of the issue and investigating. | 2022-01-20 | 15:32:03 |