Performance Issue: TeamDynamix email monitors unable to connect to Office 365
Last Updated:
2023-05-15 16:17:22
Event:
2023-05-13 13:00:00
Status:
Closed
Brief Description:
TeamDynamix email monitors have been unable to connect to Office365 since early Saturday morning. Cornell IT staff are investigating, and have contacted the vendor. No messages have been lost, they just haven't been entered as tickets yet.
User Impact:
N/A
Workaround:
Until the issue is resolved, those communicating with support should use methods other than email to contact support teams (for example, phone and support forms when available) and avoid reporting cases via email.
A partial list of service group service request forms can be seen in the description section of this alert, and may provide an alternative method of contacting users' support teams.
A partial list of service group service request forms can be seen in the description section of this alert, and may provide an alternative method of contacting users' support teams.
Current Status:
The issue is resolved.
Services Affected:
IT Service Management Suite
Subsites Affected:
TeamDynamix
Full Description:
TeamDynamix email monitors have been unable to connect to Office365 since early Saturday morning. Cornell IT staff are investigating, and have contacted the vendor. No messages have been lost, they just haven't been entered as tickets yet.
CIT TDX ID:
1032272
Timeline of Changes
| Description | Current Status | Date | Time |
|---|---|---|---|
| TeamDynamix email monitors have been unable to connect to Office365 since early Saturday morning. Cornell IT staff are investigating, and have contacted the vendor. No messages have been lost, they just haven't been entered as tickets yet. | The issue is resolved. | 2023-05-15 | 16:17:22 |
| TeamDynamix email monitors have been unable to connect to Office365 since early Saturday morning. Cornell IT staff are investigating, and have contacted the vendor. No messages have been lost, they just haven't been entered as tickets yet. | IT staff, working with the vendor, have resolved the issue, but will continue to monitor the situation. As always, if there is an issue with TeamDynamix email, please report it via the support forms at https://tdx.cornell.edu/TDClient/39/Portal/Requests/ServiceDet?ID=179 . | 2023-05-15 | 14:10:32 |
| TeamDynamix email monitors have been unable to connect to Office365 since early Saturday morning. Cornell IT staff are investigating, and have contacted the vendor. No messages have been lost, they just haven't been entered as tickets yet. | Update: While the issue persists, this partial list of service group support form links provides alternatives for users in these areas to create a support ticket by a means other than email. This is not a comprehensive list and additional forms may be available for units not listed here. A&S IT Portal https://tdx.cornell.edu/TDClient/56/Portal/Home/ A&S Web Services Portal https://tdx.cornell.edu/TDClient/155/Portal/Home/ CALS IT https://tdx.cornell.edu/TDClient/53/Portal/Home/ CCE Support https://tdx.cornell.edu/TDClient/58/Portal/Home/ CoE CIS IT https://tdx.cornell.edu/TDClient/66/Portal/Home/ Cornell University Library IT https://tdx.cornell.edu/TDClient/71/Portal/Home/ Cornell Veterinary Medicine https://tdx.cornell.edu/TDClient/75/Portal/Home/ ILR Technology Services https://tdx.cornell.edu/TDClient/82/Portal/Home/ Johnson College of Business IT https://tdx.cornell.edu/TDClient/48/Portal/Home/ Lab of Ornithology IT https://tdx.cornell.edu/TDClient/126/Portal/Home/ Law School IT (Service Listing) https://tdx.cornell.edu/TDClient/106/Portal/Requests/ServiceCatalog Cornell RAS https://tdx.cornell.edu/TDClient/88/Portal/Home/ SSIT (Service Listing) https://tdx.cornell.edu/TDClient/95/Portal/Requests/ServiceCatalog | 2023-05-15 | 11:24:29 |
| TeamDynamix email monitors have been unable to connect to Office365 since early Saturday morning. Cornell IT staff are investigating, and have contacted the vendor. No messages have been lost, they just haven't been entered as tickets yet. | Update (12:41am) : IT staff worked to generate new Oauth tokens in TeamDynamix for communicating with O365. This temporarily resolved the issue of restoring a number of incoming email monitors to functionality, and staff continued to work through the ~260 email monitors in use by the various departments using TeamDynamix. Update (2:11am): Fix only provided a temporary resolution, so staff continue to look for a solution. Update (6:30am): IT staff continue to work to resolve the issue, in the meantime going back and re-generating tokens for certain critical addresses periodically to keep tickets coming in. | 2023-05-15 | 10:44:42 |
| TeamDynamix email monitors have been unable to connect to Office365 since early Saturday morning. Cornell IT staff are investigating, and have contacted the vendor. No messages have been lost, they just haven't been entered as tickets yet. | Tickets submitted to TeamDynamix via email are not being entered into the system. | 2023-05-15 | 01:28:21 |