Resolved: Incident – OnBase is back online.

Incident Discovery Time: 12:00am on 04/01/2023 Time of Resolution: 11:55am on 04/01/2023 Services Impacted: Service Management Systems, OnBase

Description of Impact

There was a configuration change that was made last night around midnight. It seems highly likely that a QA step of logging on to the servers after the changes were made was skipped, leaving our OnBase solution down and not functional after last night’s change.

Incident Description and Resolution

A change made to server configuration last night had unanticipated consequences in our version of OnBase and brought down our OnBase Service and our ability to access it through IDP/shibboleth. Reverting the change and resetting the servers corrected the issue. If you continue to have issues, please contact the IT Help Center.

Previous Update

Incident Discovery Time: 08:51am on 04/01/2023 Services Impacted: Service Management Systems, OnBase

Description of Impact

[10:24 AM] There was a configuration change that was made last night. Hyland is in the process of rolling it back. My opinion is that this is not a big enough change to see the widespread issues we are having right now, but I would be happy to be wrong.

Current Status

[10:54 AM] They (Hyland) rolled back the one change, which appears to have been a problem because behavior is better, but not fixed. We appear to have a Hyland IDP problem at this point. They are investigating. Next Update: 12:00pm

Previous Update

Incident Discovery Time: 08:51am on 04/01/2023 Services Impacted: Service Management Systems, OnBase

Description of Impact

Staff are currently unable to log in to OnBase, receiving constantly changing ‘error’ in the URL.

Current Status

Our team (Leo and Alexa) is trying to reach Hyland.

Additional Information

At least the two web Base clients are unavailable. BU Team attempted to call the Vendor with no success at this time. Update to follow once we have the Vendor on the phone. Next Update: 11:00am

Previous Update

Incident Discovery Time: 08:51am on 04/01/2023 Services Impacted: Service Management Systems, OnBase

Description of Impact

Staff are currently unable to log in to OnBase, receiving constantly changing ‘error’ in the URL.

Current Status

IS&T teams have not yet identified the cause of the incident, but are investigating. Next Update: 10:00am