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