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 Center
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