Emergency Phone Mail and Call Processing Outage Later today
Beginning over the weekend and continuing into today a number of users and phone numbers may have experienced intermittent phonemail service including both voicemail and call processing boxes. We are experiencing hardware failures in one of the campus phonemail nodes and have been working with our vendor to diagnose the problem.
We will be doing an emergency repair starting today between 3 and 4 that will affect access to part of the voicemail and call processing boxes on campus.
During the repair window the campus should expect some system voicemail outages as we will need to take some systems offline to install new hardware. We anticipate this outage being around 2 hours, after which time the entire system will need to be taken off-line for 20 minutes to re-sync the new hardware. This larger outage will not occur before 5:30pm tonight.
Should you have any further questions or concerns please let me know.
We apologize for any inconveniences this may cause and the short notice. The system has been failing at an alarming rate, and we feel that we have to act now to prevent more severe outages.
Damian Doyle
Assistant Vice President
DoIT
]]>
Beginning over the weekend and continuing into today a number of users and phone numbers may have experienced intermittent phonemail service including both voicemail and call processing boxes. We...
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Tue, 26 Feb 2019 14:06:38 -0500
Intermittent Phonemail Services
DoIT is working to repair hardware in a phonemail node
Beginning over the weekend and continuing into today some users may have experienced intermittent phonemail service including both voicemail and call processing boxes. We are experiencing hardware failures in one of the campus phonemail nodes and have been working with our vendor to diagnose the problem. We are trying to conduct a repair as quickly as possible before a more severe failure occurs.
During the repair window the campus should expect some system voicemail outages as we will need to take some systems offline to install new hardware. DoIT will communicate details of the repair window when that information becomes available. In the meantime we will be working to maintain services as best we can given current circumstances.
Should you have any further questions or concerns please let me know.
We apologize for any inconveniences this may cause,
Ray Soellner
Associate Director of Communications
DoIT
]]>
Beginning over the weekend and continuing into today some users may have experienced intermittent phonemail service including both voicemail and call processing boxes. We are experiencing hardware...
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Tue, 26 Feb 2019 09:05:37 -0500
LDAP-Master and Webadmin downtime on 2/21 at 2pm
On Thursday, February 22nd starting at 2pm LDAP-Master and Webadmin will be taken down for system maintenance. During this time account creations and password changes will be unavailable. Account authentication and logins will not be affected during this downtime.
The maintenance window will allow staff to apply needed security and application updates. The outage window is expected to last two hours with services being restored by 4pm on Thursday, February 22nd.
During the outage window account creations will be queued and then processed upon restoration of services. If you have any questions or concerns, please contact our Technology Support Center at x53838.
]]>
On Thursday, February 22nd starting at 2pm LDAP-Master and Webadmin will be taken down for system maintenance. During this time account creations and password changes will be unavailable. ...
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Mon, 18 Feb 2019 09:48:59 -0500
Quarterly patching downtime on 2/22/2019 and 3/9/2019
As part of our ongoing commitment to security, the Unix Infrastructure group will be conducting its quarterly system patching on Friday, February 22nd and Saturday, March 9th. While many of the systems will be patched without any service disruption, there are some systems which require the downtime of key services. The schedule below outlines which key services will be offline and for how long.
Friday, 2/22/2019 between 5pm and 9pm (most systems will only be down for a short period during this time):
- The web hosting environments (virthost) will be partially unavailable (pages will be available but any database calls will not work)
- Access to Cyrus and UMBC Webmail (accounts not migrated to UMBC Gmail)
- All mail will be queued up and delivered after the server is patched
- All HFS (user) servers will be offline
- Certain software licenses will be unavailable (autodesk, cadence, idl, schrodinger, xilinx, mathematica)
Saturday, 3/9/2019 between 9am and 11am(most systems will only be down for a short period during this time):
- myUMBC lite page will be up resulting in reduced myUMBC functionality
- Wiki will be unavailable
- The sites (wordpress) web hosting environment will be unreachable
Please let us know if you have any concerns or questions.
Thanks!
Tim Champ
Manager of Unix Infrastructure
UMBC DoIT
]]>
As part of our ongoing commitment to security, the Unix Infrastructure group will be conducting its quarterly system patching on Friday, February 22nd and Saturday, March 9th. While many of the...
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Mon, 11 Feb 2019 14:36:21 -0500
Mon, 18 Feb 2019 09:37:29 -0500
DoIT's Technology Support Center Hiring for the Spring
Are you looking for an on campus job? Come work for us!
The DoIT Technology Support Center is looking to hire additional consultants to work during the Spring. Please see our job description below and visit our job posting on UMBCWorks to apply. (Search for TSC Student Consultant.)
TSC Student Consultant Job Description
Technology Support Center (TSC) student consultants are the first points of technical contact for the UMBC community and those who do well often go on to work in other areas of the Division of Information Technology (DoIT). Minimally, consultants are expected to provide initial triage and support for a wide range of information technologies including accounts, hardware, instructional technologies, networking, software, telecommunications, and basic web development.
Responsibilities include, but are not limited to the following:
- Provide technical assistance to users by phone, online and in person;
- Answer TSC phones in a professional and courteous manner;
- Create, update and resolve tickets in the Request Tracker (RT) ticketing system;
- Create, update, suggest and recommend relevant FAQ articles to users (www.umbc.edu/faq);
- Provide direct assistance to users on technical issues they cannot easily resolve on their own;
- Complete in-person or online training about quality support as defined in umbc.edu/go/ticketrubric;
- Respond to all work-related communications in a timely manner;
- Escalate urgent problems to the Full-Time staff, as appropriate.
Required Skills and Experience
- Demonstrated ability to effectively communicate by phone or in person.
- Demonstrated writing ability.
- Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.
- Demonstrated analytical and troubleshooting skills.
- Ability & willingness to learn coupled with a clear understanding of one’s technical abilities, so as to triage and escalate an issue that leads to an effective solution for the user.
]]>
The DoIT Technology Support Center is looking to hire additional consultants to work during the Spring. Please see our job description below and visit our job posting on UMBCWorks to apply....
http://doit.umbc.edu/tsc/
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Mon, 28 Jan 2019 12:15:38 -0500
01-07-2019 RT upgrade issue
Please note that there was a database error for RT messages at 12:21pm today.
Within 20 minutes the tech team identified and fixed the issue.
The tickets were still created however the message of the ticket was not posted.
For these few tickets entered during this time the message area is blank.
If you can reach out to your requesters and ask them to reply with what their issue was so the ticket will have the info within the ticket.
Sorry for the inconvenience.
Joe Kirby
]]>
Please note that there was a database error for RT messages at 12:21pm today. Within 20 minutes the tech team identified and fixed the issue. The tickets were still created however the...
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Mon, 07 Jan 2019 12:57:15 -0500
Technology Support Center To Be Closed January 25, 12-3PM
DoIT's Technology Support Center will be closed from 12PM-3PM, Friday, January 25th to allow our staff to attend our department-wide meeting.
If you need assistance during this time, we encourage you to refer to our FAQ knowledgebase available at
umbc.edu/faq for answers to many frequent questions. If you require further assistance, we ask that you please submit a ticket online by going to
my.umbc.edu/help.
This upgrade/migration will address past volume
related performance issues and provide a
more robust business continuity option.
This transition also includes a
minor upgrade to the application (4.4.2 to 4.4.3).
FYI - while the system was down most of the day those queues leveraging web forms queued up requests and have been applied to RT as we came up.
Please know this was no small task and these folks did a wonderful job!!
Please
submit a ticket for any issues identified and provide as much info as possible.
Thank you for your support in this major initiative.
Joe Kirby
This is just a reminder that RT will be down tomorrow, January 5th, 2019, from 5:30am - 3:00pm.
As mentioned previously we will bring it up earlier if the opportunity is available.
Please see this previous
post for more detailed information.
Thank you
Joe Kirby
]]>
This is just a reminder that RT will be down tomorrow, January 5th, 2019, from 5:30am - 3:00pm. As mentioned previously we will bring it up earlier if the opportunity is available....
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Fri, 04 Jan 2019 09:07:01 -0500
01-05-2019 Downtime for Request Tracker (RT)
For several months DoIT staff have been working diligently on a
project to transition RT to a hosted environment (Cloud) in Amazon Web
Services (AWS).
The goal is to address volume
related performance issues currently being experienced and provide a
more robust business continuity option. This transition will include a
minor upgrade to the application (4.4.2 to 4.4.3).
Testing (
rt-dev.umbc.edu) began on
12/10/2018 and will continue through 1/3/2019.
The downtime will occur on 1/5/2019 from 5:30am - 3pm. Of course if we finish earlier we will update the campus community. Access to RT will remain the same from
my.umbc.edu/Help as it is now once the upgrade has completed.
We are asking all support staff to log into the test system by 1/3/2019 and perform testing on typical tasks to ensure a smooth and successful transition.
Please note that the test system
will not actually send emails to ticket participants however it will
record them as if they were sent for verification purposes. You can add
new tickets via the ‘New Ticket in’ button on the top right of the
screen. Note, web forms will not create tickets in the test instance.
This feature will be verified via the RT technical team.
The
major items to test will be adjustments to existing tickets (e.g. add a
correspondence, change a custom field value, resolve a ticket, change
ownership, etc.).
Please note that the test system will have the BestPractical default look and feel of blue/white instead of our UMBC colors.
Please submit a ticket for any issues identified in your testing.
For those interested we are on version 4.4.2. You can review the release notes for RT 4.4.3 here.
Thank you
Joe Kirby
]]>
For several months DoIT staff have been working diligently on a project to transition RT to a hosted environment (Cloud) in Amazon Web Services (AWS). The goal is to address volume related...
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Division of Information Technology (DoIT)
0
0
true
Wed, 19 Dec 2018 13:08:27 -0500
Wed, 19 Dec 2018 13:27:31 -0500