British Columbia Institute of Technology incident

Cherwell Service Management

Critical Resolved View vendor source →

British Columbia Institute of Technology experienced a critical incident on June 16, 2022 affecting Cherwell Service Management, lasting 11h 3m. The incident has been resolved; the full update timeline is below.

Started
Jun 16, 2022, 03:24 PM UTC
Resolved
Jun 17, 2022, 02:28 AM UTC
Duration
11h 3m
Detected by Pingoru
Jun 16, 2022, 03:24 PM UTC

Affected components

Cherwell Service Management

Update timeline

  1. investigating Jun 16, 2022, 03:24 PM UTC

    We are currently experiencing an issues processing email from/to Cherwell. This is impacting all modules and email addresses associated with the platform. All other functionality is working as expected. Thank you for your patience as we work to resolve this issue.

  2. investigating Jun 16, 2022, 03:32 PM UTC

    We are continuing to investigate this issue.

  3. investigating Jun 16, 2022, 05:33 PM UTC

    We are working with Cherwell Tech Support and the system will be unavailable for about 1 hour.

  4. investigating Jun 16, 2022, 07:49 PM UTC

    We are continuing to work on resolving issues with Cherwell. The system is unavailable.

  5. identified Jun 16, 2022, 09:32 PM UTC

    at the advice of the vendor we are restoring the Cherwell application.

  6. resolved Jun 17, 2022, 02:28 AM UTC

    Cherwell is back up and running. emails are now routing through as expected. Thank you for your patience today as we worked to resolve this issue