-Initial-
We are investigating a disruption to service FMS
Fault Description:It has been reported by Service Assurance that FMS tickets are not generating/updating tickets in Remedy 7.
We are currently working to identify the root cause and implement the appropriate resolution.
Further information will be provided within the next update due time.
Services Affected
-General Update- Investigations are currently on-going with the OSS Support team who are currently analysing a potential issue with the RemedyUpdater service on FMSENG1 not retrieving requests. A further update will be provided once their initial analysis has been completed.
We can now confirm resolution of this incident. TTWS Ethernet and 24/7 assurance teams reported that Assurance tickets raised in FMS were not being created in Remedy 7.6 impacting the teams ability to work the tickets. This was raised to OSS Support for investigation. Their analysis found that during pre change work for CRQ97029 the path form the RemedyUpdater service on FMSeng1 to the SMCSupport server (Which hosts the FMS website) had been lost preventing RemedyUpdater service from retrieving the FMS ticket detail in order to build the Remedy ticket. To restore service the OSS Support corrected the path as of approx. 13:42. TTWS Ethernet and 24/7 assurance teams have since confirmed that all tickets are now been created in Remedy 7.6. This incident will now be closed with any further root cause analysis being completed via the problem management process.