T20260714.0003 — Live link werkt niet meer Complete

Status: Complete
Priority: L3- Incident laag
Category: TSV Incidents
Type: Incident

Queue: TPS - Tickets
SLA: 7x8
Issue type: –
Source: Telefoon

Klant: TSV-GROEP BV (1032LB8)
Contact: Erik Günther
Contract: TSV-GROEP BV (1032LB8) - 7x8 (HW + SW + MUT)
Asset (CI): –
Toegewezen aan: David Hammel

Aangemaakt: 2026-07-14 08:30
Due date: 2026-07-20 14:30
Resolved: 2026-07-14 11:00
Completed: 2026-07-17 07:10
Laatste activiteit: 2026-07-17 07:10

Beschrijving

De livelinks werken niet meer, dit is op verschillende klantkaarten

Verloop

2026-07-14 08:30 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] ticket new NL - aanmeld email naar klant nieuwe stijl" fired.

When a ticket is: Created And the following conditions are met: Ticket Category in list "TSV Incidents or TSV Changes or TSV Requests or TSV-Connect" Queue in list "TPS - Tickets or TSV - Connect" UDF (Company): Taal equal to "Nederlands" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket aanmeld mail naar klant (nieuwe stijl NL)) to Primary Company Contact; Ticket Contact (egunther@tsv-groep.nl) Initiated by Erik Gunther
2026-07-14 09:46 Time-entries Marc Blankestijn 0.17 uur

Client secret is verlopen. Ik ga Array contacten om de nieuwe secret in te laten voeren.
2026-07-14 09:47 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] ticket updated NL - mail naar klant met opt-in nieuwe stijl" fired.

When a ticket is: Note Added By Autotask Resource, Attachment Added By Autotask Resource, Time Added By Autotask Resource And the following conditions are met: Ticket Category in list "TSV Incidents or TSV Changes or TSV Requests" Queue in list "TPS - Tickets" UDF (Contact): Ontvangt ticket update notificaties (OPT-OUT) equal to "Ja" Status in list "To be scheduled or Waiting Customer or Escalated or Notification received or Is scheduled or To be reviewed" UDF (Company): Taal equal to "Nederlands" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket update mail naar klant (nieuwe stijl NL)) to Additional Contact(s); Primary Company Contact; Ticket Contact (egunther@tsv-groep.nl) Initiated by Marc Blankestijn
2026-07-14 10:00 Time-entries Marc Blankestijn 1.00 uur

David heeft samen met Array de authenticatie aangepast zodat de livelinks weer werken. Er is geen afhankelijkheid meer van client-secrets
2026-07-14 10:27 Time-entries Marc Blankestijn 0.17 uur

David gaat dit oppakken met Melvin om de authenticatie te herstellen. Er word gekeken of dit dan een managed identity gaat worden inplaats van een client/secret.
2026-07-14 10:28 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] ticket updated NL - mail naar klant met opt-in nieuwe stijl" fired.

When a ticket is: Note Added By Autotask Resource, Attachment Added By Autotask Resource, Time Added By Autotask Resource And the following conditions are met: Ticket Category in list "TSV Incidents or TSV Changes or TSV Requests" Queue in list "TPS - Tickets" UDF (Contact): Ontvangt ticket update notificaties (OPT-OUT) equal to "Ja" Status in list "To be scheduled or Waiting Customer or Escalated or Notification received or Is scheduled or To be reviewed" UDF (Company): Taal equal to "Nederlands" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket update mail naar klant (nieuwe stijl NL)) to Additional Contact(s); Primary Company Contact; Ticket Contact (egunther@tsv-groep.nl) Initiated by Marc Blankestijn
2026-07-17 06:00 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] SLA first response breach - email naar AK + DH" fired.

When a ticket is: SLA First Response Is Due In 1 Hours And the following conditions are met: Queue equal to "TPS - Tickets" Then execute the following actions: Send notification e-mail (SLA First Response Notification) to dhammel@tsv-groep.nl; egunther@tsv-groep.nl; Helpdesk (akik@tsv-groep.nl, c05be532.tsv-groep.nl@emea.teams.ms, dhammel@tsv-groep.nl, goskam@tsv-groep.nl, mblankestijn@tsv-groep.nl, rluhrmann@tsv-groep.nl, zjawad@tsv-groep.nl); Primary Resource (dhammel@tsv-groep.nl) Create note from email Initiated by Erik Gunther
2026-07-17 06:00 Notities Autotask Administrator

Notification sent via Workflow Rule "[TPS-ALL] SLA first response breach - email naar AK + DH"

Autotask Notification: SLA First Response Breach - Action Required T20260714.0003 - Live link werkt niet meer
2026-07-17 07:10 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] ticket completed NL - gereedmelding email naar klant nieuwe stijl" fired.

When a ticket is: Edited By Autotask Resource, Ticket In Current Status For 5 Minutes And the following conditions are met: Ticket Category in list "TSV Incidents or TSV Changes or TSV Requests or TSV-Connect" Status changed to "Complete" Queue in list "TPS - Tickets or TSV - Connect" UDF (Company): Taal equal to "Nederlands" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket afmeld mail naar klant (nieuwe stijl NL)) to Primary Company Contact; Ticket Contact (egunther@tsv-groep.nl) Initiated by Marc Blankestijn
2026-07-17 07:10 Oplossing

Geen specifieke oplossing, zie ticket acties.

Volledige record uit Autotask

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  "assignedResourceID": 29682885,
  "assignedResourceRoleID": 29683475,
  "billingCodeID": 29683508,
  "changeApprovalBoard": null,
  "changeApprovalStatus": null,
  "changeApprovalType": null,
  "changeInfoField1": "",
  "changeInfoField2": "",
  "changeInfoField3": "",
  "changeInfoField4": "",
  "changeInfoField5": "",
  "companyID": 436,
  "companyLocationID": 263,
  "completedByResourceID": 29682886,
  "completedDate": "2026-07-17T07:10:23.943Z",
  "configurationItemID": null,
  "contactID": 30685805,
  "contractID": 29683887,
  "contractServiceBundleID": null,
  "contractServiceID": null,
  "createDate": "2026-07-14T08:30:22.753Z",
  "createdByContactID": null,
  "creatorResourceID": 29682927,
  "creatorType": 1,
  "currentServiceThermometerRating": null,
  "description": "De livelinks werken niet meer, dit is op verschillende klantkaarten",
  "dueDateTime": "2026-07-20T14:30:00.000Z",
  "estimatedHours": null,
  "externalID": "",
  "firstResponseAssignedResourceID": 29682885,
  "firstResponseDateTime": "2026-07-14T10:00:00.000Z",
  "firstResponseDueDateTime": "2026-07-17T07:00:22.753Z",
  "firstResponseInitiatingResourceID": 29682886,
  "hoursToBeScheduled": null,
  "id": 43348,
  "impersonatorCreatorResourceID": null,
  "isAssignedToComanaged": false,
  "isVisibleToComanaged": false,
  "issueType": null,
  "lastActivityDate": "2026-07-17T07:10:53.897Z",
  "lastActivityPersonType": 1,
  "lastActivityResourceID": 4,
  "lastCustomerNotificationDateTime": "2026-07-17T07:10:42.957Z",
  "lastCustomerVisibleActivityDateTime": "2026-07-17T07:10:23.927Z",
  "lastTrackedModificationDateTime": "2026-07-17T07:10:23.960Z",
  "monitorID": null,
  "monitorTypeID": null,
  "opportunityID": null,
  "organizationalLevelAssociationID": null,
  "previousServiceThermometerRating": null,
  "priority": 3,
  "problemTicketId": null,
  "projectID": null,
  "purchaseOrderNumber": "",
  "queueID": 29683479,
  "resolution": "Geen specifieke oplossing, zie ticket acties.",
  "resolutionPlanDateTime": "2026-07-14T11:00:00.000Z",
  "resolutionPlanDueDateTime": null,
  "resolvedDateTime": "2026-07-14T11:00:00.000Z",
  "resolvedDueDateTime": "2026-07-20T14:30:22.753Z",
  "rmaStatus": null,
  "rmaType": null,
  "rmmAlertID": null,
  "serviceLevelAgreementHasBeenMet": null,
  "serviceLevelAgreementID": 9,
  "serviceLevelAgreementPausedNextEventHours": null,
  "serviceThermometerTemperature": null,
  "source": 2,
  "status": 5,
  "subIssueType": null,
  "ticketCategory": 103,
  "ticketNumber": "T20260714.0003",
  "ticketType": 2,
  "title": "Live link werkt niet meer",
  "userDefinedFields": [
    {
      "name": "Customer notified",
      "value": null
    },
    {
      "name": "Downtime IN MINUTEN (indien van toepassing)",
      "value": null
    },
    {
      "name": "Factuur omschrijving",
      "value": "Livelinks zijn weer functioneel."
    },
    {
      "name": "Gepland in Outlook",
      "value": null
    },
    {
      "name": "Klant prio",
      "value": null
    },
    {
      "name": "Mobiel Nummer",
      "value": null
    },
    {
      "name": "OB-Status",
      "value": null
    },
    {
      "name": "Ticketnummer extern (klanten/leveranciers)",
      "value": null
    }
  ]
}