DAT Solutions Internal

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Nov 27, 2020 4:51 AM PST

Help Desk is unable to receive tickets

Updates

  • Dec 1, 2020 6:13 AM PST

    This incident has been resolved.

    Resolved
  • Nov 30, 2020 9:33 AM PST (20 hours and 40 minutes earlier)

    We have implemented a fix for an issue affecting ticket submissions within Jira and are monitoring the platform as availability is restored.

    Monitoring
  • Nov 30, 2020 8:27 AM PST (1 hour and 5 minutes earlier)

    The fix did not restore service to our ticketing system. All projects in Jira service desk are impacted still, including HELP, CAB, and IN.

    Identified
  • Nov 27, 2020 5:00 AM PST (3 days, 3 hours, and 27 minutes earlier)

    Atlassian is reporting an issue with its services including Jira Cloud and thus the trouble is not isolated to the service desk. They have implemented a fix and expect service to return to normal once the backlog of requests is processed.

    Identified
  • Nov 27, 2020 4:52 AM PST (8 minutes earlier)

    We are continuing to investigate this issue.

    Investigating
  • Nov 27, 2020 4:51 AM PST (26 seconds earlier)

    We are looking into an issue where a user creates a ticket for Helpdesk through the Jira Service Desk Portal, but that ticket is never received. This will slow down response time for any issue that is reported this way. We are looking into whether there is an issue on the vendor side.

    Investigating