TeamDynamix Service Outage

November 09, 2020 2:09 p.m.
Outage category: 
TeamDynamix
Location: 
All Campuses
Status: 
Closed
Resolved alert: 
11/05/2020 3:16 pm

ITS received notification that the ITS Ticketing System (TeamDynamix) was unavailable, this included Ticketing, Service Requests, and the service catalog forms.

Initial symptoms: 

ITS staff and customers received varied messages such as 503 errors, or service unavailable. Checking the vendors sites, they were all down as well.

Duration: 
11/05/2020 2:58 pm - 11/05/2020 3:16 pm
Impact to Mason: 

The TeamDynamix application was unavailable for a period of time while the vendor worked to resolve the issue.

Affected Services: 
Desktop Support, Classroom Support, ITS Support
Other Affected Services: 
All groups using the ticketing system for issue tracking. Customer using the service catalog to request services.
ROOT CAUSE ANALYSIS
Cause: 

The vendor reported that they had a failure with their single sign on module which thus affected all users trying to connect with the system.

Resolution: 

Services were restored by the vendor.

Prevention: 

We are currently waiting on the vendor to provide more information.

STATISTICS
Service Team: 
ITSM Tool Core Support Team