1. Purpose

This Business Continuity Plan (BCP) defines how the Key Issuance/Return and key cutting process will continue operating during a TeamDynamix (TDX) service degradation or outage. The plan ensures that essential services remain available, critical actions are captured, and data is reconciled once full service is restored.

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2. Scope

This plan applies when:

• TDX is slow or intermittently responsive,

• TDX exhibits performance degradation,

• TDX is unavailable (planned or unplanned), or

• TDX automations (iPaaS, workflows, web services) are failing or timing out due to platform issues.

Includes:

• Key Checkout Requests (Service and Form Location)
• Key Return Requests (Service and Form Location)
• Key Cutting Requests (Service and Form Location)

• All dependent workflows, forms, custom attributes, automations, approvals, tickets, and integrations.

Excludes:

• Non-TDX systems (unless integrated).

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3. Criticality

Key Request Processes are classified as:

• High-Criticality / Medium-Criticality / Low-Criticality

• Required RTO (Recovery Time Objective): <X hours>

• Required RPO (Recovery Point Objective): <X hours>

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4. Dependencies

This process depends on the following TDX components:

TDX Components

• Ticketing (Requests)

• KB Articles

• Workflows (Approvals, Tasks)

• iPaaS Integrations 

• Forms and Custom Attributes

• Asset/CI Management

• Reporting 

External Dependencies

• Authentication (SSO/AzureAD)

• Email notifications (SMTP/TDX Notification Engine)

• API connections to external systems

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5. Continuity Response Plan

5.1 Trigger Conditions

Activate the continuity plan if any of the following occur:

• TDX response times exceed 60 seconds.

• Users report inability to submit or update tickets.

• iPaaS flows fail more than 4 times within 8 hours.

• Scheduled workflows queue without executing for more than 20 mins.

• TDX Status Page or UITS monitoring confirms a degradation/outage.

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5.2 Immediate Actions (First 15 Minutes)

1. Verify the Issue

   • Check TDX Health Dashboard or status.uark.edu

   • Attempt simple TDX actions (search, ticket update)

   • Review iPaaS execution logs for error patterns

2. Notify Key Stakeholders
   
   Technology Solutions (TS) Team (Stuart Bailey, Kristy Hodge, Acey Hagar, Darla Kay Sanders Weatherford)

   • (Technology Solutions will contact and coordinate with appropriate groups in University IT Services.)

     • Director of Business Applications (Owner of TDX Platform)

     • UITS Incident Management (They will handle communications)

     • TDX Admins (to work with vendor for a resolution)

   • FAMA Stakeholders

   • Contact current key requestors to delay picking up keys until performance issues is resolved. 

3. Initiate Work-Logging Continuity Mode

   • Move to Manual Intake & Tracking until TDX stabilizes.

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5.3 Manual Intake & Tracking Procedures

If TDX forms cannot be submitted

Use an alternate intake method:

Option A – Microsoft Forms fallback

• Prebuilt mirrored form for Key Processes in TDX Sandbox. 

• Submissions write to a SharePoint List or Excel file

• Timestamp, requester, details, attachments captured

• Auto-messaging to requester using Power Automate

Option B – Locally stored intake spreadsheet

• Spreadsheet stored on Teams/SharePoint

• Columns mirror TDX fields (“minimum viable fields”)

Option C – Shared mailbox fallback

• Requests sent to service@uark.edu

• TS triage team logs items in the spreadsheet

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5.4 Operational Continuity

If TDX Workflows Cannot Run

• Move approvals to email-based approval:

  • Approver replies “Approved” / “Denied”

  • TS stores decisions in the continuity tracker

  • Workflow resumes in TDX once service returns

If iPaaS automations fail

• Disable automated retries to avoid loops

• Manually queue actions:

  • KB updates

  • CI edits

  • Report ingestion

  • Ticket attribute sync

• Use PowerShell/Python local scripts if available to capture input for later reprocessing.

If TDX Reporting fails

• Pull static copies from:

  • Power BI dataset refreshes

  • Local report exports

  • Cached HTML/CSV files

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6. Recovery Plan (After TDX Is Restored)

6.1 Confirm System Stability

• Test ticket creation, updates, workflow processing

• Run a simple iPaaS flow to validate API responsiveness

6.2 Resume Automated Systems

• Re-enable iPaaS flows

• Re-activate scheduled workflows

• Confirm notifications are sending normally

6.3 Reconcile Offline Work

Using the continuity tracker:

1. For each offline item:

   • Create or update the corresponding TDX ticket

   • Attach the offline record

   • Replay the workflow steps as needed

   • Note “Created via BCP after outage”

2. For automations:

   • Run catch-up scripts (if applicable)

   • Update CIs, KBs, or service offerings as needed

3. Confirm all approvals have been re-entered.

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7. Communication Plan

During Outage

• Help Desk issues standard message:

  • “TDX is experiencing performance issues. Your request is still being captured and will be entered as soon as TDX is restored.”

Stakeholder Updates

• Initial alert at detection

• Status update every <X> hours

• Post-incident summary within one business day

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8. Roles and Responsibilities

Business Owner

• Approves BCP activation

• Provides decision-making for escalations

• Validates manual steps

Technology Solutions

• Executes continuity procedures

• Manages manual intake

• Handles backlog reconciliation

EADS

• Supports automation failures

• Validates data integrity post-outage

Service Desk

• Communicates with end users

• Redirects callers to fallback intake methods

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9. Documentation & Storage

• This BCP is stored in:

  • Teams → Technology Solutions → Governance

  • Knowledge Base → Internal / Administrative

• Manual intake templates stored in:

  • SharePoint: TS Business Continuity Folder

  • Local fallback directory: \uits-share\TS\BCP

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10. Review Cycle

This plan will be:

• Tested annually

• Updated quarterly or after major service changes

• Reviewed after any real incident impacting <Process Name>