TeamDynamix Slowness Issue
November 09, 2020 2:32 p.m.Outage category:
TeamDynamix
Location:
All Campuses
Status:
Closed
Resolved alert:
10/08/2019 8:00 am
ITS staff and customers are reporting that there is an issue with response times within the ITS Tickets System (TeamDynamix).
Initial symptoms:
Customers would have a long wait, with possible time outs when trying to use TeamDynamix services (Tickets, Service Requests, or Service catalog forms).
Duration:
10/07/2019 8:45 am - 10/08/2019 8:00 am
Impact to Mason:
Anyone trying to working on or submit a request or problem ticket would experience lags between selecting an option within TeamDynamix and having the results shown on the screen.
Affected Services:
ITS Support Center, Desktop Support, Classroom Support
Other Affected Services:
All services listed on the service catalog when customers are trying to request a new service.
ROOT CAUSE ANALYSIS
Cause:
The vendor reported they are having a nationwide issue.
Resolution:
The vendor found an issue within their database which was causing the issue. The issue has been resolved.
Prevention:
Vendor is adding additional resources to alleviate this issue in the future.
STATISTICS
Service Team:
ITSM Tool Core Support Team