Category: System Outages

RESOLVED (8/30, 12:15PM) – The issue with email monitors not sending email notifications on ticket creations has been resolved. The fix that was implemented by TeamDynamix yesterday at 2:33pm has fully addressed the underlying cause, which generated the temporary issue after their weekend maintenance release.

MONITORING (8/29, 3:00PM) – As of 2:33pm, TeamDynamix has implemented a fix to the email monitor issue. Tickets created via help desk email accounts are once again generating an email notification, which is sent back to the requestor. We will continue to monitor the system for now.

INVESTIGATING (8/29, 11:50AM) – TeamDynamix is currently investigating an email monitor issue preventing email notifications from sending on ticket creations when using the help desk application (https://helpdesk.pace.edu). Tickets are being created, but the requestor is currently not getting an email acknowledgement. We will provide another update as soon as one is available.

RESOLVED (8/16, 5:00PM) – TeamDynamix confirmed that the performance/slowness issue from yesterday has been resolved. The root cause was determined to be related to the Microsoft Azure platform that TeamDynamix services are hosted on, and which Microsoft resolved. The TeamDynamix help desk system (https://helpdesk.pace.edu) has been operating normally since yesterday afternoon around 4:05pm.

MONITORING (8/15, 4:45PM) – TeamDynamix is reporting that services have been restored and they will continue to monitor to ensure system stability. Performance also appears to be back to normal for Pace end-users. We will continue to monitor the system.

INVESTIGATING (8/15, 4:15PM) – We are currently experiencing an intermittent performance/slowness issue affecting the TeamDynamix help desk application (https://helpdesk.pace.edu). We will provide another update as soon as one is available.

RESOLVED (7/22,10:00AM) – The E-Procurement issue related to users getting an error message when using the “non-catalog form” to complete a purchase order has been resolved.

UPDATE (7/19,10:30AM) – Finance Information Systems (FIS) team is continuing to work with the vendor to resolve the issue with the Non-Catalog Form. The “Go to:” quick link (located at the top of the dashboard) is not functioning for the Non-catalog form at this time. Please utilize the Non-Catalog form from the sticker located in the Showcase Service/Links. We will provide another update as soon as we have one.

INVESTIGATING (7/18, 5:30PM) – E-Procurement users are experiencing an error message when using the “non-catalog form” to complete a purchase order. Finance Information Systems (FIS) is working with the vendor to resolve. Purchase order creation is working normally when using other methods. We will provide another update as soon as we have one.

RESOLVED (5/6, 11:20AM) – The issue affecting callers not hearing ringing on their end for outbound calls has been resolved.

UPDATE (5/6, 9:00AM) – Our telephone service provider is still working to resolve the issue with callers not hearing ringing on their end for outbound calls; instead, there is silence until the called party answers. We will provide another update as soon as we have more information.

INVESTIGATING (5/5, 4:00PM) – We are currently experiencing issues university-wide with outbound calls ringing signal not being played. Callers will hear silence until the call is answered; however, once the called party answers two way audio is present. We are aware and working with our vendor to resolve the issue as soon as possible.

RESOLVED (4/14, 5:25PM) – The issue affecting partial network/Internet connectivity and telephone outage at certain building locations on the New York City campus, was caused by malfunctioning equipment, which has been addressed. All systems are operating normally and back online.

MONITORING (4/13, 11:20PM) – Our technicians have addressed an immediate issue with faulty equipment.  As a result, network connectivity in affected buildings has been back online and stable since around 10PM.  We will continue to monitor systems and will provide another update tomorrow.

INVESTIGATING (4/13, 9:30PM) – We are currently experiencing a partial network/Internet and telephone outage, which is affecting certain building locations on the New York City campus.  Known affected areas include 1 Pace Plaza (west side, floors 4-6), 33 Beekman and 52 Broadway.  Our technicians are investigating and working to resolve the issue as quickly as possible.  We will provide another update as soon as we have more information.