Help4u/ TOPdesk Unavailable

Thanks for your patience, TOPdesk have put a workaround in place to mitigate the impact caused by their supplier's data centre.

They have answered a number of FAQ's on their status page here - https://status.topdesk.com/

We will be working with TOPdesk on when/how they resolve the root cause of this issue and looking at steps we can put in place for the future to avoid this impact.

Thanks for everyone's continued patience whilst this issue was resolved, any tickets that have been logged during the outages should now have had a response but a reminder that you can check your logged tickets by going to help4u.dundee.ac.uk and clicking "Track My Tickets"

UoD-IT

Our help4u.dundee.ac.uk platform remains intermittent today, we have had an update from TOPdesk as part of this UK outage that they are working with their suppliers to try and resolve the issue but they are also coordinating and testing alternative solutions to circumvent the problem.

Whilst help4u.dundee.ac.uk remains largely unavailable there will be a delay in the processing and response of tickets logged with help4u.dundee.ac.uk and we apologise for any inconvenience that may cause.

Thanks

UoD-IT

Unfortunately, there is still intermittent ongoing issues with help4u.dundee.ac.uk which is part of a nationwide issue with TOPdesk.

We continue to work closely with TOPdesk for the latest updates and status on this Major Incident which can be found here https://status.topdesk.com/

This does have a knock-on effect for the processing of tickets in the help4u system.

We apologise for any inconvenience caused

UoD-IT

TOPdesk has marked our instance as available but like us, they continue to Monitor. hekp4u.dundee.ac.uk is currently functioning as expected

Latest update from TOPdesk -

Operators at TOPdesk and at the CDN provider are still working to ensure the root cause of this problem is resolved as soon as possible. We will keep the incident in My TOPdesk open and published so you can easily report any problems you might experience.

We are experiencing issues with our instance of TOPdesk help4u.dundee.ac.uk, we are continuing to work with TOPdesk on this which is still due to a nationwide outage.

We apologise for any delay with tickets logged in the system

UoD-IT

Thank you for your ongoing patience, we have had confirmation that all TOPdesk environments in the UK1 hosting location are back online.

TOPdesk hasn't received any details regarding a fix or a root cause analysis, so we're not sure if environments will continue to be available.

We will continue to monitor this situation and update the status page as required.

UoD-IT

Unfortunately, TOPdesk has made us aware that this issue has reoccurred and as a result help4u.dundee.ac.uk is currently unavailable, they are working with their suppliers to resolve this and https://status.topdesk.com/ has the latest updates.

Apologies for the intermittent access we continue to work with TOPdesk support to ensure this issue is resolved

UoD-IT

Thanks for your patience, TOPdesk has now confirmed this issue is resolved and they are going to be working with their supplier to establish the root cause of this Incident.

Please bear with us whilst we get caught up on the tickets in help4u a reminder if you want to view any tickets you have open you can login to help4u.dundee.ac.uk and click on "Track My Tickets"

Thanks again

UoD-IT

We are waiting for confirmation from TOPdesk that this incident is resolved, but we can currently access our TOPdesk instance at help4u.dundee.ac.uk

Until we have confirmation that this is fully resolved the system should be considered at risk.

Thanks

UoD-IT

This incident remains on going whilst we work with TOPdesk directly on this nationwide outage. Tickets can still be logged by emailing help4u@dundee.ac.uk directly and will be responded to when we have access to the system

Update from TOPdesk - We're still working with our provider to resolve this issue. We have made sure the CDN provider is aware of the impact on our customers and we're making sure they continue to work on this with the highest priority.

Thanks for your patience

UoD-IT

The provider is still working on this issue with a high priority. We'll update you when more information is available.

We are aware that there are currently issues with help4u.dundee.ac.uk (TOPdesk)

Our third-party supplier is investigating and has noted there is a widespread issue with the UK data centre.

For the latest status from TOPdesk themselves please see this status page here - https://status.topdesk.com/

In the meantime, this does mean that Live Chat is currently unavailable and operators of TOPdesk have no/limited access

Apologies for any inconvenience caused

UoD-IT