MSU Denver IT incident
Enrollment Services Call Center and IT Services Call Center phone outage
Resolved after 2 hours 35 minutes, on August 31, 2023.
issue was resolved at 2:48pm by telephony team. Nikki Haggood, and Eric Jensen tested enrollment center calls and all ques are operational
Update timeline
- investigating Aug 31, 2023, 06:34 PM UTC
The phone system for IT Service Desk and ECC are currently down. User's are unable to reach ITS as the calls fail inbound and ITS reps are met with a dial tone when attempting to make outbound calls. In addition, Skype for Business and Banner are down as well. https://msudenver.teamdynamix.com/TDNext/Apps/2314/Tickets/TicketDet.aspx?TicketID=23690814
- monitoring Aug 31, 2023, 06:38 PM UTC
A fix has been implemented and we are monitoring the results.
- monitoring Aug 31, 2023, 06:45 PM UTC
We are continuing to monitor for any further issues.
- monitoring Aug 31, 2023, 06:47 PM UTC
The phone system for IT Service Desk and ECC are currently down. User's are unable to reach ITS as the calls fail inbound and ITS reps are met with a dial tone when attempting to make outbound calls. In addition, Skype for Business Banner is now running
- monitoring Aug 31, 2023, 07:23 PM UTC
Banner is operational
- monitoring Aug 31, 2023, 07:26 PM UTC
only enrollment call center and IT helpdesk is down; all other reported services are operational
- monitoring Aug 31, 2023, 08:00 PM UTC
Technicians continue to investigate and work to apply a fix to the call centers' phone system. We will update again within 60 minutes.
- monitoring Aug 31, 2023, 08:15 PM UTC
Technicians continue to investigate and work to apply a fix to the call centers' phone system. We will update again within 60 minutes.
- identified Aug 31, 2023, 08:15 PM UTC
Technicians continue to investigate and work to apply a fix to the call centers' phone system. We will update again within 60 minutes.
- identified Aug 31, 2023, 08:48 PM UTC
We are continuing to work on a fix for this issue.
- monitoring Aug 31, 2023, 08:51 PM UTC
A fix has been implemented and calls are successfully reaching our support agents in the Enrollment Services and the IT Service Desk. We will continue to monitor results. Thank you for your patiences as we worked to restore services
- resolved Aug 31, 2023, 09:10 PM UTC
https://msudenver.teamdynamix.com/TDNext/Apps/2314/Tickets/TicketDet?TicketID=23690814 Confirmation from ECC that all queues are functional.
- postmortem Aug 31, 2023, 09:11 PM UTC
issue was resolved at 2:48pm by telephony team. Nikki Haggood, and Eric Jensen tested enrollment center calls and all ques are operational
Your product runs on more than MSU Denver IT
Add the vendors you depend on and get one message when any of them reports trouble. Free for 3 vendors, no card.
Amazon Web Services