NUSupport (TDX) under investigation

Update timeline

1. investigating Nov 10, 2025, 02:41 PM UTC

   A problem with NuSupport (TDX) is under investigation. Technicians are investigating the issue. Questions 402-472-3970 or [email protected]

2. identified Nov 10, 2025, 02:59 PM UTC

   The vendor, TeamDynamix, is aware of an issue affecting their environment which is impacting NU and their other customers. They reported at 8:41AM central time that, "We are currently investigating reports of performance degradations." NU ITS will continue to post updates here as additional information becomes available.

3. identified Nov 10, 2025, 04:09 PM UTC

   The last update from TeamDynamix was at 10:08AM central time, "Thank you for your continued patience. We have identified the issue and are actively working to develop a fix for the Work Management performance degradation. We'll continue to provide updates as we know more about estimated resolution time." Thus far, only the technician portal, TDNext (also known as Work Management), is affected. The Client Portal, including the knowledge base, service catalog, and request forms are working as expected. As a result, the primary impact at NU is to IT staff; most end user functionality is working normally.

4. identified Nov 10, 2025, 05:17 PM UTC

   At 11:08AM central time, TeamDynamix reported "A fix has been deployed for Work Management performance degradation. Pages should begin to load. We are still actively monitoring and will continue to communicate updates." NU ITS is beginning to see signs of recovery. TDNext is loading again intermittently now but many IT staff continue to see error messages, slow page loads, and other issues.

5. identified Nov 10, 2025, 06:33 PM UTC

   At 11:58AM, TeamDynamix provided the following update: We want to provide an update regarding the performance issues affecting our application. As shared earlier, we deployed a fix intended to resolve the degradation. Unfortunately, the fix did not produce the expected improvements, and we are still seeing performance challenges. Our team is actively investigating the issue with high priority. We are exploring additional solutions and working diligently to identify and address the root cause. We understand how critical our service is to your operations and deeply regret the inconvenience this is causing. We will continue to keep you informed with regular updates and will notify you as soon as we have more information or a confirmed resolution. Once we restore service, we will provide additional information on root cause.

6. identified Nov 10, 2025, 08:14 PM UTC

   At 2:12PM, TeamDynamix posted this update: "We continue to work on the issue causing degraded performance in TeamDynamix Work Management. We sincerely apologize for the inconvenience and appreciate your patience. Our team is working around the clock to restore full service as quickly as possible. Once service is fully restored, we will share additional details regarding the root cause."

7. monitoring Nov 10, 2025, 09:34 PM UTC

   All issues appear to have subsided, and all systems are performing as expected. We're continuing to monitor for any reoccurring problems. TeamDynamix provided the following update at 3:31PM: We’ve resolved the issue that was causing degraded performance in TeamDynamix Work Management, and full service has now been restored. We appreciate your patience and understanding during this time. Our team is continuing to investigate the root cause and will share additional details once the post-incident review is complete. We are also actively monitoring the system to ensure everything remains stable and continues to run smoothly. Thank you for your continued support.

8. resolved Nov 10, 2025, 10:42 PM UTC

   All systems are operating normally. This issue is resolved.