Incident Discovery Time: 08:16am on 07/26/2024 Time of Resolution: 03:24pm on 07/26/2024 Services Impacted: Identity & Access Management (IAM)

Description of Impact

Due to an Active Directory sync issue, signing into some BU services is currently unavailable. This was previously registered as Cisco Finesse services but it has been determined to be a broader issue.

Incident Description and Resolution

IAM moved VDS to Region 2 and is in the process of rebuilding VDS in Region 1. Grouper mistakenly assumed all groups should be empty and cleared out all AD groups. We redirected Grouper to Region 2, which contains the correct data, and it has since re-populated the groups, resolving the issue.

— After the Active Directory services were restored, the phone service vendor restored the servers and restarted the entire cluster. The primary Contact Center Express server has now been restored, and services are back online.

If you continue to have issues, please contact the IT Help Center.

Previous Update

Incident Discovery Time: 09:34am on 07/26/2024 Services Impacted: Identity & Access Management (IAM)

Description of Impact

Due to an Active Directory sync issue, signing into some BU services is currently unavailable. This was previously registered as Cisco Finesse services but it has been determined to be a broader issue.

Current Status

IS&T has identified the issue and is actively working on a resolution. IAM: It looks like AD provisioning is now complete, as we’re seeing members appear in the groups that were previously empty. On the other hand, The Call Distribution service is still recovering, as the user directory changes eliminated team membership for Call Center users. We are in the process of restoring a backup of that system. We’ll provide an update in two hours. Next Update: 04:00pm

Previous Update

– Incident Discovery Time: 09:34am on 07/26/2024 Services Impacted: Identity & Access Management (IAM)

Description of Impact

Due to an Active Directory sync issue, signing into some BU services is currently unavailable. This was previously registered as Cisco Finesse services but it has been determined to be a broader issue.

Current Status

IS&T has identified the issue and is actively working on a resolution. We’ll provide an update in 2 hours. Next Update: 01:00pm

Previous Update

– Incident Discovery Time: 09:34am on 07/26/2024 Services Impacted: Identity & Access Management (IAM)

Description of Impact

Due to an Active Directory sync issue, signing into some BU services are currently unavailable.

Current Status

This was previously registered as Cisco Finesse services but it has been determined to be a broader issue. Next Update: 11:30am

Previous Update

– Incident Discovery Time: 09:34am on 07/26/2024 Services Impacted: Telephone Services, Cisco Finesse

Description of Impact

Cisco Finesse portal outage. The issue is that it does not accept legitimate credentials for signing.

Current Status

IS&T teams have not yet identified the cause of the incident, but are investigating. Next Update: 10:30am