[IT incident] NU Service “Waiting for customer” responses unable to log correctly (Incident Ref 1176826) 

Date (time): Tuesday 10 February (16:00) 

Systems affected/impact: NU Service 

NUIT update/response: We have identified what we believe to be the error, and we are now working on identifying a fix for the issue. We have also engaged with our third-party providers to aid in the resolution of this issue. 

User action/s required: If you have a ticket currently logged on NU Service and your assigned analyst has changed the status of your ticket to “Waiting for customer”, please use the Self-Service link provided in the NU Service email to respond to the request rather than replying to the email. 

Next update: We will provide you with a further update at 10:00 on Wednesday 11 February.  

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Date (time): Tuesday 10 February (12:00) 

Systems affected/impact: NU Service 

NUIT update/response: NU Service is currently experiencing an issue which is preventing customer responses for further information via email being added to the relevant ticket when the status of a ticket is changed to “Waiting for customer”. We are investigating this issue as a matter of urgency to find the root cause of the issue.   

User action/s required: If you have a ticket currently logged on NU Service and your assigned analyst has changed the status of your ticket to “Waiting for customer”, please use the Self-Service link provided in the NU Service email to respond to the request rather than replying to the email. 

Next update: We will provide you with a further update when we have more information.