| (1/15/2009 4:30:02 AM) |
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| Event Details: |
The current CIT Remedy system is experiencing ongoing sporadic periods of latency, sometimes as many as three or four per day. There are multiple causes for this latency:
1. There is an issue with the Online Ticket Submission form that sometimes causes latency. A fix for this issue is expected to go production by December 5th.
2. The ticketing system application on the Remedy system is old, inefficient and in need of replacement. Once the new system is rolled out in mid-March, this will be corrected.
3. The ticketing system hardware is being used at a higher capacity than was planned. Again, once the new system is rolled out in mid-March, this will be corrected.
The CIT Support Technologies Group continues to closely monitor the service to quickly resolve these latency issues as soon as they occur. Typically, these periods of latency are identified immediately and last no more than 3 to 5 minutes.
Thanks for your patience.
Please contact the NIH Help Desk at 301-496-HELP, 301-496-8294 (TTY), or visit us on the web at http://support.cit.nih.gov.
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