Performance Issue: CIT TDX reports missing after change ownership operation
Last Updated:
2022-12-13 17:58:13
Event:
2022-12-12 23:05:00
Status:
Closed
Brief Description:
While executing change 889672 and completing report group ownership changes in TDAdmin, a large number of CIT reports appear to have been deleted. This impacts core technician dashboards. However, any individual user-created reports are still available.
User Impact:
This impacts CIT reports in core technician dashboards. However, it should not impact any individual user-created reports.
Only reports used by CIT staff are affected. Reports not related to CIT tickets are still available.
Workaround:
There is no workaround for this issue
Current Status:
CIT - Technician v2" Desktop is now available.
Some reports were affected by a bug in TeamDynamix causing them to be deleted instead of having their ownership updated.
Users of the ITSM-managed "CIT - Technician" desktop, or anyone working from customized copies of that desktop, are the primary users impacted by this issue. As a workaround, version 2 of this desktop was pushed to all CIT users this morning, but it will not contain any previous user customizations. You should remove the original version to avoid confusion, and you can also make the new version your default. Instructions: https://tdx.cornell.edu/TDClient/39/Portal/KB/ArticleDet?ID=1810 .
Please submit a service reporting incident if you need help reconstructing custom desktops, https://tdx.cornell.edu/TDClient/39/Portal/Requests/TicketRequests/NewForm?ID=ZtOyRYAd-aQ_&RequestorType=ServiceOffering .
We also do not recommend setting report ownership to a group until we get confirmation from the vendor that the feature is working correctly.
Some reports were affected by a bug in TeamDynamix causing them to be deleted instead of having their ownership updated.
Users of the ITSM-managed "CIT - Technician" desktop, or anyone working from customized copies of that desktop, are the primary users impacted by this issue. As a workaround, version 2 of this desktop was pushed to all CIT users this morning, but it will not contain any previous user customizations. You should remove the original version to avoid confusion, and you can also make the new version your default. Instructions: https://tdx.cornell.edu/TDClient/39/Portal/KB/ArticleDet?ID=1810 .
Please submit a service reporting incident if you need help reconstructing custom desktops, https://tdx.cornell.edu/TDClient/39/Portal/Requests/TicketRequests/NewForm?ID=ZtOyRYAd-aQ_&RequestorType=ServiceOffering .
We also do not recommend setting report ownership to a group until we get confirmation from the vendor that the feature is working correctly.
Services Affected:
Service Management Program
Subsites Affected:
TeamDynamix
Full Description:
While executing change 889672 and completing report group ownership changes in TDAdmin, a large number of CIT reports appear to have been deleted. This impacts CIT reports for core technician dashboards. However, any individual user-created reports or reports that are not related to CIT tickets are still available.
CIT TDX ID:
889744
Timeline of Changes
| Description | Current Status | Date | Time |
|---|---|---|---|
| While executing change 889672 and completing report group ownership changes in TDAdmin, a large number of CIT reports appear to have been deleted. This impacts CIT reports for core technician dashboards. However, any individual user-created reports or reports that are not related to CIT tickets are still available. | CIT - Technician v2" Desktop is now available. Some reports were affected by a bug in TeamDynamix causing them to be deleted instead of having their ownership updated. Users of the ITSM-managed "CIT - Technician" desktop, or anyone working from customized copies of that desktop, are the primary users impacted by this issue. As a workaround, version 2 of this desktop was pushed to all CIT users this morning, but it will not contain any previous user customizations. You should remove the original version to avoid confusion, and you can also make the new version your default. Instructions: https://tdx.cornell.edu/TDClient/39/Portal/KB/ArticleDet?ID=1810 . Please submit a service reporting incident if you need help reconstructing custom desktops, https://tdx.cornell.edu/TDClient/39/Portal/Requests/TicketRequests/NewForm?ID=ZtOyRYAd-aQ_&RequestorType=ServiceOffering . We also do not recommend setting report ownership to a group until we get confirmation from the vendor that the feature is working correctly. | 2022-12-13 | 17:58:13 |
| While executing change 889672 and completing report group ownership changes in TDAdmin, a large number of CIT reports appear to have been deleted. This impacts CIT reports for core technician dashboards. However, any individual user-created reports or reports that are not related to CIT tickets are still available. | CIT - Technician v2" Desktop is now available. Some reports were affected by a bug in TeamDynamix causing them to be deleted instead of having their ownership updated. Users of the ITSM-managed "CIT - Technician" desktop, or anyone working from customized copies of that desktop, are the primary users impacted by this issue. As a workaround, version 2 of this desktop was pushed to all CIT users this morning, but it will not contain any previous user customizations. You should remove the original version to avoid confusion, and you can also make the new version your default. Instructions: https://tdx.cornell.edu/TDClient/39/Portal/KB/ArticleDet?ID=1810. Please submit a service reporting incident if you need help reconstructing custom desktops, https://tdx.cornell.edu/TDClient/39/Portal/Requests/TicketRequests/NewForm?ID=ZtOyRYAd-aQ_&RequestorType=ServiceOffering. We also do not recommend setting report ownership to a group until we get confirmation from the vendor that the feature is working correctly. | 2022-12-13 | 16:24:59 |
| While executing change 889672 and completing report group ownership changes in TDAdmin, a large number of CIT reports appear to have been deleted. This impacts CIT reports for core technician dashboards. However, any individual user-created reports or reports that are not related to CIT tickets are still available. | CIT has contacted the vendor and is continuing to work on this issue. Users can temporarily use the CIT-Ticketing app to filter tickets by group or other criteria. See the "Find Tickets in TeamDynamix" article in the section about "Filters and Saved Searches", https://tdx.cornell.edu/TDClient/39/Portal/KB/ArticleDet?ID=1463 . | 2022-12-13 | 12:16:36 |
| While executing change 889672 and completing report group ownership changes in TDAdmin, a large number of CIT reports appear to have been deleted. This impacts CIT reports for core technician dashboards. However, any individual user-created reports or reports that are not related to CIT tickets are still available. | CIT has contacted the vendor and is continuing to work on this issue. | 2022-12-13 | 01:31:20 |
| While executing change 889672 and completing report group ownership changes in TDAdmin, a large number of reports appear to have been deleted. This impacts core technician dashboards. However, it should not impact any individual user-created reports. | CIT has contacted the vendor and is continuing to work on this issue. | 2022-12-13 | 00:42:59 |
| While executing change 889672 and completing report group ownership changes in TDAdmin, a large number of reports appear to have been deleted. This impacts core technician dashboards. However, it should not impact any individual user-created reports. | CIT is investigating. | 2022-12-12 | 23:08:14 |