User Support System Maintenance

We are aware that some users continue to have issues logging support tickets and we are fixing these as we identify them. However, once again, if you are not receiving responses from our Jira system in a timely manner then please email me directly at greg.hall@reannz.co.nz with your issue. I will forward these to a Support team member as appropriate.

Jira is in better shape but we continue to work through some issues. There is a new customer portal that can be used for logging Support tickets at https://reannz.atlassian.net/servicedesk/customer/portal/106/group/123 or alternatively just email support@nesi.org.nz.
Please use these methods for logging tickets, but some users may not be receiving our outbound responses. If you have not received a response in a timely manner you may still email me directly with your ticket number, and I will follow up, greg.hall@reannz.co.nz

We are continuing to have some issues with our Jira/JSM ticketing system, work with our third party vendors continues. However we are able to receive and interact with tickets sent to support@nesi.org.nz, so please continue using this interface.
If you are not getting any response and need to escalate please contact me directly at greg.hall@reannz.co.nz

We are in an improved state although out third party vendors are continuing to provide support. However we are advanced enough now to revert to using the support@nesi.org.nz email for creating tickets.

Further updates tomorrow morning

In the meantime we continue to monitor the health of the eRI platform. However if you have an urgent P1 or P2 issue please email me directly at greg.hall@reannz.co.nz

We have been performing scheduled maintenance of our User Support systems, Jira, overnight and have encountered some unexpected issues. Our third party providers are working to resolve the issues. Consequently my.nesi.org .nz is unavailable, and emails sent to support@nesi.org.nz are being queued but are not currently visible to us.
We expect these services to be restored by 5:00 pm Wednesday 26 August. Any emails sent to support@nesi.org.nz during the maintenance window will be responded to once services are restored.