TeamDynamix Email monitors

Resolved Alert:

The ITS Ticketing System email monitoring system has been restored. All ticketing email should be working properly now. If you continue to see a problem, please contact the Support Center.


Alert Updates:

TeamDynamix is working on the fix for this issue. They are testing and will update and release once it has been proven out it testing. The work-around is that we have created new OAuth 2.0 accounts. Other universities have stated this is only a temporary fix that works for a few hours. We have put this in place so that we can process email from over the weekend while we wait for the release of the fix for the issue.

TeamDynamix is aware of the issue having put out a patch earlier in the day that was supposed to fix the issue, however, as of 4:55 PM we were still experiencing the issue. The vendor is continuing to work on the issue.

Initial Alert:

ITS is experiencing an issue with incoming email to the ITS Ticketing System. We are working with the vendor to determine what the issue is and resolve it as quickly as possible. The effect of this is any email sent into the ticketing system (replies to a ticket, email to accounts that generate tickets from the email, etc.), will be delayed until the system issue is fixed. None of the emails will be lost or deleted by the system. Once the email monitors are fixed, the emails in email accounts will update or create the appropriate tickets.

For additional information regarding the outage, please view the After Action Report.