Washington University - IT Status

Resolved: WashU IT Engineers have resolved the issues affecting ServiceNow. The issue with Incident tickets appearing as chats was identified as something affecting one specific team (Radiology Support); the impact of that has been mitigated by temporarily disabling some chat functionality for that group, which will be re-enabled later. The issue of ServiceNow freezing appears to have been temporary and has resolved with no action taken. If you continue to experience further issues, please contact us at 314-933-3333.

We appreciate your patience during this incident.

Investigating: WashU IT is investigating several reported issues with ServiceNow. Service Desk teams are experiencing frozen screens or Incident tickets incorrectly appearing as chat conversations.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Resolved: WashU IT Engineers have seen no further instabilities in the RMS system thanks to the workaround provided by the vendor. The vendor will be providing a more long-term solution this week in the form of optimizing some of their code.

If you continue to experience further issues, please contact us at 314-933-3333.

We appreciate your patience during this incident.

Monitoring: WashU IT is investigating reports that RMS users are experiencing error messages when trying to connect to RMS. Technical teams have made additional progress in identifying and understanding the root cause of the performance issues observed earlier in the week. The vendor is working on developing a fix, and in the meantime several workarounds have been implemented to reduce the likelihood of triggering the issue.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Monitoring: WashU IT is investigating reports that RMS users are experiencing error messages when trying to connect to RMS. Technical teams continue to work with the vendor on a fix, and in the interim we continue to monitor for a reoccurrence of the errors.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Monitoring: WashU IT is investigating reports that RMS users are experiencing error messages when trying to connect to RMS. Technical teams are still working with the vendor and will provide another update on Friday morning.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Monitoring: WashU IT is investigating reports that RMS users are experiencing error messages when trying to connect to RMS. Technical teams continue to work with the vendor and have made additional progress on identifying a possible root cause of the issue.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Monitoring: WashU IT is investigating reports that RMS users are experiencing error messages when trying to connect to RMS. Technical teams continue to work with the vendor on developing a short-term fix, and will monitor the environment in the interim.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Monitoring: WashU IT is investigating reports that RMS users are experiencing error messages when trying to connect to RMS. Technical teams tested a possible short-term fix from the vendor, but have determined that additional development will be needed before it can be successfully deployed in Production.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Monitoring: WashU IT is investigating reports that RMS users are experiencing error messages when trying to connect to RMS. Technical teams are testing a short-term fix and will determine next steps late today.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Monitoring: WashU IT is investigating reports that RMS users are experiencing error messages when trying to connect to RMS. Technical teams have been working with the vendor throughout the day and are monitoring the platform for signs of a reoccurrence.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Identified: WashU IT is investigating reports that RMS users are experiencing error messages when trying to connect to RMS. Technical teams are actively working with the vendor on both short term and long term restorative options.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Monitoring: WashU IT is investigating reports that RMS users are experiencing error messages again when trying to connect to RMS. The vendor has restored service and continues to try and identify the root cause. Technical teams will continue to monitor the environment until the vendor provides an update on Tuesday morning (1/6).

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Investigating: WashU IT is investigating reports that RMS users are experiencing error messages again when trying to connect to RMS. Technical teams are reconvening a call with the vendor for assistance.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Resolved: WashU IT has restored the residential housing printing credits to all impacted residential students.

Monitoring: WashU IT is investigating an issue with some students reporting that they cannot access their Papercut funds. Technical teams are taking the necessary steps to manually restore the expected balance of funds to affected students. We will continue to monitor the situation overnight and will reconvene on Tuesday morning to do a final status check before closing the MI.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Investigating: WashU IT is investigating an issue with some students reporting that they cannot access their Papercut funds. The issue is related to workflow with Workday and the students' move-in date, and is expected to be resolved automatically within the next 48 hours. In the interim, if students try to print it will deduct the cost from their Bear Bucks account.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Investigating: WashU IT is investigating an issue with some students reporting that they cannot access their Papercut funds.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Resolved: This incident has been resolved.

Investigating: WashU IT is investigating an issue with the Data Warehouse (Cognos).

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions.

We appreciate your patience as we work to restore service.

Resolved: WashU IT Engineers have resolved the major incident related to certain Google accounts. Email communications have been sent to affected users, explaining the situation and providing instructions on how to proceed. A new Knowledgebase article has been provided for the Service Desk team, and technical teams will be available on Monday morning in the event that call volume is heightened due to this incident.

If you continue to experience further issues, please contact us at 314-933-3333. We appreciate your patience during this incident.

Identified: WashU IT is investigating an issue affecting a specific group of WashU users. If a WashU user had previously created a personal Google account with their @wustl.edu email address, there may have been unplanned changes to the account. These changes may affect the email addresses linked to the Google account as well as other configuration settings. No email messages or other saved files were deleted.

Technical teams continue to work towards understanding the root cause and the impact of these changes. Affected users have been identified and a notification has been sent to raise their awareness of the issue.

Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Investigating: WashU IT is investigating an issue affecting a specific group of WashU users. If a WashU user had previously created a personal Google account with their @wustl.edu email address, there may have been unplanned changes to the account. These changes may affect the email addresses linked to the Google account as well as other configuration settings. Additional details are still being gathered regarding impact and scope of the change.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Resolved: WashU IT has confirmed that the vendor has resolved the issue affecting LAMPS. If you continue to experience further issues, please contact us at 314-933-3333.

We appreciate your patience during this incident.

Investigating: WashU IT is investigating an issue with the LAMPS site being inaccessible. The LAMPS vendor has identified a service issue and is working to identify root cause.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Resolved: WashU IT Engineers have confirmed that Bank of America has resolved their service outage, and credit card transactions are processing successfully at affected clinic locations. If you continue to experience further issues, please contact us at 314-933-3333.

We appreciate your patience during this incident.

Identified: WashU IT is investigating reports that credit card transactions are failing at multiple clinic locations. Our credit card processing vendor (Bank of America) has confirmed a service outage on their side and we are waiting for confirmation that they've resolved the issue.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Identified: WashU IT is investigating reports that credit card transactions are failing at multiple locations. Our credit card processing vendor (Bank of America) has confirmed a service outage on their side and is working to identify the root cause.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Investigating: WashU IT is investigating reports that credit card transactions are failing at multiple locations. Technical teams have reached out to the processing institution to identify root cause.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.