After Action Report: TDX Email Monitors
June 07, 2023 9:48 a.m.Outage category:
TeamDynamix
Location:
Emil sent into TeamDynamix to create tickets.
Status:
Closed
Resolved alert:
05/15/2023 2:51 pm
Customers would not have had tickets created via email sent into the ITS Ticketing System.
Initial symptoms:
Support Center noticed that they were not receiving email from Dynamic Forms requests.
Duration:
05/14/2023 4:25 pm - 05/15/2023 2:51 pm
Impact to Mason:
Users attempting to have tickets create via the email monitor system would not have had tickets created during the outage period.
Affected Services:
ITS Support Center
Other Affected Services:
All groups using TeamDynamix Email Monitors, such as Support Center, to create tickets from email sent to a specific email account.
ROOT CAUSE ANALYSIS
Cause:
The vendor had done an upgrade and made changes to the Email Monitor system, which caused an error. A workaround was put in place, but it was only temporary and had to be put back in place roughly every 2 hours.
Resolution:
The vendor had done an upgrade and made changes to the Email Monitor system, which caused an error. A workaround was put in place, but it was only temporary and had to be put back in place roughly every 2 hours.
Prevention:
The vendor is reviewing their upgrade processes.
STATISTICS
Service Team:
ITSM Tool Core Team, Support Center, Facility Infrastructure Operations