Remote Access Reports – a case study of how security updates can sometimes break functionality

To stay protected against the latest security vulnerabilities, we applied an update to our remote access platform shortly after the first of the year. Upon review of our remote access reports for the month of January, we’ve identified a resulting reporting issue between the remote access server and the reporting server. Normal functionality allows Suite3 to report the employee connecting, the accessed system, the start and stop times, and the ticket number related to the session. Since the upgrade, not all connections are properly logging the associated ticket number.

We have submitted a support ticket with the developer to correct the integration issue. In the meantime, we will be providing our remote access reports without the associated ticket numbers and summaries. We’re sorry for any inconveniences this may cause, and are working to resolve this reporting issue so that corresponding ticket numbers can be reflected on the reports as quickly as possible.