{"id":153389,"date":"2024-07-26T10:00:25","date_gmt":"2024-07-26T14:00:25","guid":{"rendered":"http:\/\/www.bu.edu\/tech\/?p=153389"},"modified":"2024-07-27T10:17:31","modified_gmt":"2024-07-27T14:17:31","slug":"cisco-finesse-portal-outage-ist-is-currently-working-with-the-vendor","status":"publish","type":"post","link":"https:\/\/www.bu.edu\/tech\/2024\/07\/26\/cisco-finesse-portal-outage-ist-is-currently-working-with-the-vendor\/","title":{"rendered":"Resolved: Due to an Active Directory sync issue, signing into some BU services are currently unavailable."},"content":{"rendered":"<p><strong>Incident Discovery Time:<\/strong> 08:16am on 07\/26\/2024<br \/>\n<strong>Time of Resolution:<\/strong> 03:24pm on 07\/26\/2024<br \/>\n<strong>Services Impacted:<\/strong> Identity &#038; Access Management (IAM)<\/strong><\/p>\n<h4>Description of Impact<\/h4>\n<p>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.<\/p>\n<h4>Incident Description and Resolution<\/h4>\n<ol>\nIAM 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. <\/ol>\n<ul>\n&#8212; 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.\n<\/ul>\n<p>If you continue to have issues, please contact the <a href=\"mailto:ithelp@bu.edu\">IT Help Center<\/a>.<\/p>\n<h4 class=\"update\">Previous Update<\/h4>\n<p><!-- more --><\/p>\n<p><strong>Incident Discovery Time:<\/strong> 09:34am on 07\/26\/2024<\/p>\n<p><strong>Services Impacted:<\/strong> Identity &#038; Access Management (IAM)<\/p>\n<h4>Description of Impact<\/h4>\n<p>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.<\/p>\n<h4>Current Status<\/h4>\n<p>IS&#038;T has identified the issue and is actively working on a resolution. IAM: It looks like AD provisioning is now complete, as we&#8217;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&#8217;ll provide an update in two hours.<\/p>\n<p><strong>Next Update:<\/strong> 04:00pm<\/p>\n<h4 class=\"update\">Previous Update<\/h4>\n<p>&#8211;<br \/>\n<strong>Incident Discovery Time:<\/strong> 09:34am on 07\/26\/2024<\/p>\n<p><strong>Services Impacted:<\/strong> Identity &#038; Access Management (IAM)<\/p>\n<h4>Description of Impact<\/h4>\n<p>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.<\/p>\n<h4>Current Status<\/h4>\n<p>IS&#038;T has identified the issue and is actively working on a resolution. We&#8217;ll provide an update in 2 hours.<\/p>\n<p><strong>Next Update:<\/strong> 01:00pm<\/p>\n<h4 class=\"update\">Previous Update<\/h4>\n<p>&#8211;<\/p>\n<p><strong>Incident Discovery Time:<\/strong> 09:34am on 07\/26\/2024<\/p>\n<p><strong>Services Impacted:<\/strong> Identity &#038; Access Management (IAM)<\/p>\n<h4>Description of Impact<\/h4>\n<p>Due to an Active Directory sync issue, signing into some BU services are currently unavailable.<\/p>\n<h4>Current Status<\/h4>\n<p>This was previously registered as Cisco Finesse services but it has been determined to be a broader issue.<\/p>\n<p><strong>Next Update:<\/strong> 11:30am<\/p>\n<h4 class=\"update\">Previous Update<\/h4>\n<p>&#8211;<br \/>\n<strong>Incident Discovery Time:<\/strong> 09:34am on 07\/26\/2024<\/p>\n<p><strong>Services Impacted:<\/strong> Telephone Services, Cisco Finesse<\/p>\n<h4>Description of Impact<\/h4>\n<p>Cisco Finesse portal outage. The issue is that it does not accept legitimate credentials for signing.<\/p>\n<h4>Current Status<\/h4>\n<p>IS&#038;T teams have not yet identified the cause of the incident, but are investigating.<\/p>\n<p><strong>Next Update:<\/strong> 10:30am<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cisco Finesse portal outage. IS&#038;T is currently working with the vendor&#8230;.<\/p>\n","protected":false},"author":21303,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[795,1867],"tags":[],"_links":{"self":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/posts\/153389"}],"collection":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/users\/21303"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/comments?post=153389"}],"version-history":[{"count":8,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/posts\/153389\/revisions"}],"predecessor-version":[{"id":153405,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/posts\/153389\/revisions\/153405"}],"wp:attachment":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/media?parent=153389"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/categories?post=153389"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/tags?post=153389"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}