Performance Issue: TeamDynamix not creating tickets as expected from received email messages
Last Updated:
2024-03-07 17:38:23
Event:
2024-03-07 11:39:00
Status:
Closed
Brief Description:
TeamDynamix admins and users have reported issues related to TeamDynamix not creating tickets from received email messages.
User Impact:
N/A
Workaround:
There is no workaround for this issue
Current Status:
This issue has been resolved. IT staff have verified that all Cornell TeamDynamix Email Monitors are receiving messages and creating tickets as expected.
Services Affected:
IT Service Management Suite
Subsites Affected:
TeamDynamix
Full Description:
TeamDynamix admins and users have reported issues related to TeamDynamix not creating tickets from received email messages.
Cornell TeamDynamix staff are going through each of the 200+ email addresses that feed into TeamDynamix to verify that messages are being received and that they are resulting in tickets being created. This process began yesterday and, as staff identify addresses where this specific issue (tickets not being created) is occurring, a fix is being applied, which is a brief manual process. In situations where tickets were not created, the received messages were not lost and will result in the immediate creation of tickets as soon as the fix is applied.
A number of different issues have been reported and a longer analysis of the issues will be shared soon with administrators.
If you see any specific problems please contact TeamDynamix staff at tdx-support@cornell.edu.
Cornell TeamDynamix staff are going through each of the 200+ email addresses that feed into TeamDynamix to verify that messages are being received and that they are resulting in tickets being created. This process began yesterday and, as staff identify addresses where this specific issue (tickets not being created) is occurring, a fix is being applied, which is a brief manual process. In situations where tickets were not created, the received messages were not lost and will result in the immediate creation of tickets as soon as the fix is applied.
A number of different issues have been reported and a longer analysis of the issues will be shared soon with administrators.
If you see any specific problems please contact TeamDynamix staff at tdx-support@cornell.edu.
CIT TDX ID:
1327992
Timeline of Changes
| Description | Current Status | Date | Time |
|---|---|---|---|
| TeamDynamix admins and users have reported issues related to TeamDynamix not creating tickets from received email messages. Cornell TeamDynamix staff are going through each of the 200+ email addresses that feed into TeamDynamix to verify that messages are being received and that they are resulting in tickets being created. This process began yesterday and, as staff identify addresses where this specific issue (tickets not being created) is occurring, a fix is being applied, which is a brief manual process. In situations where tickets were not created, the received messages were not lost and will result in the immediate creation of tickets as soon as the fix is applied. A number of different issues have been reported and a longer analysis of the issues will be shared soon with administrators. If you see any specific problems please contact TeamDynamix staff at tdx-support@cornell.edu. | This issue has been resolved. IT staff have verified that all Cornell TeamDynamix Email Monitors are receiving messages and creating tickets as expected. | 2024-03-07 | 17:38:23 |
| TeamDynamix admins and users have reported issues related to TeamDynamix not creating tickets from received email messages. Cornell TeamDynamix staff are going through each of the 200+ email addresses that feed into TeamDynamix to verify that messages are being received and that they are resulting in tickets being created. This process began yesterday and, as staff identify addresses where this specific issue (tickets not being created) is occurring, a fix is being applied, which is a brief manual process. In situations where tickets were not created, the received messages were not lost and will result in the immediate creation of tickets as soon as the fix is applied. A number of different issues have been reported and a longer analysis of the issues will be shared soon with administrators. If you see any specific problems please contact TeamDynamix staff at tdx-support@cornell.edu. | IT staff are investigating and working with the vendor to resolve the issue. | 2024-03-07 | 11:42:48 |