Issues with ITS Ticketing System
February 02, 2024 10:25 a.m.Outage category:
TeamDynamix
Location:
Users of the TDX Technician Portal
Status:
Closed
Resolved alert:
01/30/2024 12:29 pm
TeamDynamix performed an upgrade on the iPaaS product. The work caused an issue with the interactions between iPaaS and TDX.
Initial symptoms:
Tickets were not being updated properly by iPaaS.
Duration:
01/30/2024 8:31 am - 01/30/2024 12:29 pm
Impact to Mason:
Users in the Technician Portal would have to manually update tickets instead of relying on the system to update.
Affected Services:
Application Software
Other Affected Services:
TeamDynamix
ROOT CAUSE ANALYSIS
Cause:
Release by vendor was not thoroughly tested enough and caused an issue between the platforms they provide.
Resolution:
Vendor was notified of the issue and resolved the inability for their applications to transfer data.
Prevention:
Vendor has stated they will perform more testing before release in future.
STATISTICS
Service Team:
ITSM Tool Core Support Team, TeamDynamix (Vendor)