ITS Service Status Report

Service Degradation — Service Restored

TeamDynamix not sending task notifications to Technicians

Services Affected: TeamDynamix

Start Time: 01/24/2023 9:00 am

Service Restored: 01/27/2023 7:48 am

Issue Symptoms: Degradation

1/26/23 12:30PM - Administrators of impacted TeamDynamix applications have been notified how to configure the TeamDynamix setting to resolve this issue.

1/25/2023 3:00 PM - The vendor has advised that a recent fix to a new enhancement has removed the ability to send email notifications of tasks from a TeamDynamix workflow. The solution is to enable the setting to automatically send notifications of tasks to all groups upon assignment. ITS will be advising TDX app admins of this solution. 

1/25/23 8:45 AM- ITS continues to work with the vendor on the issue of TeamDynamix not sending task notifications to teams from workflows. As a workaround, teams can find assigned tasks using Reports, Desktops or Filters. ITS is working with the vendor on an ongoing basis to restore email task notices to teams. 

1/24/23 Starting this morning TeamDynamix has not been reliably sending email notifications to groups about their assigned tasks. This impacts Technicians who are working tickets in TeamDynamix, as they are not receiving email notifications that tasks are assigned to their group. This does not impact TeamDynamix customers in any way, email notifications are being sent to customers as expected.

ITS is working with the vendor to resolve this issue, and will update this page once we have more information. 

Who is Impacted? TeamDynamix Technicians (those managing tickets)

Technical Details

Service Type: Production

Comments:

Impacted teams have been notified that the solution is to enable the Automatic Notification Option to Notify Responsible Group when Task becomes active. This issue is now resolved. 

Impacted teams are those with a TeamDynamix workflow that sends an email notification to the Responsible Group about Ticket Tasks those teams were notified 1/26/23 around 12:30 PM to enable the Automatic Notification Option to Notify Responsible Group when Task becomes active. Will monitor for feedback from impacted teams, and close status if no remaining issues.  

ITS will enable to setting to notify all groups of task assignment in the ITS Tickets application 1/26/23. ITS will communicate to other app admins with impacted workflows that the solution is to enable this setting. 

  

Report Additional Impacts

Contact the ITS Service Center for more information or to report additional impacts.