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Friday, March 19, 2021

Configuration changes to O365 inbound and outbound email routing - March 27

What is happening? Configuration changes will be made to O365 inbound and outbound email routing. 

When is this happening? Saturday, March 27 from 8:00 a.m. to 9:00 a.m.

What is the impact to users? Users will be mostly unaffected by this change, however in certain circumstances emails may receive a bounce message during the maintenance time above. If this happens, users will need to resend the email after the maintenance time has ended.

Questions or concerns? Please contact the IST Service Desk, helpdesk@uwaterloo.ca or ext. 44357. 

Monday, March 15, 2021

Resolved: Users unable to access multiple Microsoft 365 services - March 15

Resolved (March 16, 9:22 a.m.): Microsoft has closed the service alert and services have been restored. Users should have access to Microsoft 365 services again.

Persisting issues? Please contact the IST Service Desk, helpdesk@uwaterloo.ca, ext. 44357.

Update (March 15, 8:30 p.m.): While service health has improved and many users are no longer experiencing problems, Microsoft is taking further steps to identify and remediate isolated residual impact for all Microsoft 365 services including Teams, Exchange services, SharePoint Online, Intune, Outlook.com, and the admin portal.

Questions or concerns? Please contact the IST Service Desk, helpdesk@uwaterloo.ca, ext. 44357.   

What is happening? Users may be unable to access multiple Microsoft 365 services including Teams, Exchange Online, and Yammer. Microsoft is aware of the issue and is investigating.

Questions or concerns? Please contact the IST Service Desk, helpdesk@uwaterloo.ca, ext. 44357.

Friday, March 12, 2021

Revised project timelines – Building the Next WCMS 

What is happening? The launch date for WCMS 3 websites has been revised from April 26 to June 29, 2021. 

Why is there a delay? The WCMS 3 project team needs more time to finish work on the WCMS 3 platform, which includes core (Drupal 8) functionality as well as technical setup on our new cloud hosting platform, Pantheon. The delay is required in order to release a WCMS 3 platform that contains critical bug fixes and go-live required features.

Thursday, March 11, 2021

Resolved: Requests for Teams and Planner not processing - March 11

Resolved (March 15, 8:39 a.m.): The automated system for processing Teams and Planner requests is now functioning as expected.

Questions or concerns? Please contact the IST Service Desk, helpdesk@uwaterloo.ca or ext. 44357. 
 


What is happening? The automated system for processing Teams and Planner requests is currently unavailable. IST is investigating with the vendor. Users will still be able to submit requests for Teams and Planner but there may be processing delays until further notice.

Questions or concerns? Please contact the IST Service Desk, helpdesk@uwaterloo.ca or ext. 44357. 

Monday, March 8, 2021

[revised dates] Skype Server Patching - March 12-17, April 2-8

What is happening? Standard Windows patching will be performed on the Skype for Business environment during the dates below. 

When is this happening? 

  • Friday, April 2 at 10:00 p.m.
    • Skype EC2 pool will be failed over to the MC pool. All EC2 hosted users will be switched over to the MC pool.
  • Thursday, April 8at 10:00 p.m.
    • Skype EC2 pool will be brought back into service. Existing EC2 users will be failed back to the EC2 pool.

Note: The failover process takes approximately 30 minutes.

What is the impact to users? Users will disconnect and reconnect for each of the instances above, however active calls should be unaffected. 

Questions or concerns? Please contact the IST Service Desk, helpdesk@uwaterloo.ca or ext. 44357.

Update (March 24, 1:50 p.m.): The Skype queue call issues have been resolved. Updated timelines for the remaining EC2 maintenance will be announced at a later date.

Questions or concerns? Please contact the IST Service Desk, helpdesk@uwaterloo.ca or ext. 44357.

Update (March 19, 10:47 a.m.): The remaining work for Skype Server patching will be put on hold until the current Skype for Business issues are resolved. Some users in the Skype for Business MC pool may experience intermittent issues with Skype queue calls.

Questions or concerns? Please contact the IST Service Desk, helpdesk@uwaterloo.ca or ext. 44357.

Update (March 17, 2:05 p.m.): Part of the Skype Server patching originally planned for Friday, March 19 at 10:00 p.m. will now be performed today:

  • Wednesday, March 17 at 10:00 p.m.
    • Skype MC pool will be brought back into service. Existing MC users will be failed back to the MC pool.
  • Friday, March 19 at 10:00 p.m.
    • Skype EC2 pool will be failed over to the MC pool. All EC2 hosted users will be switched over to the MC pool.
  • Thursday, March 25 at 10:00 p.m.
    • Skype EC2 pool will be brought back into service. Existing EC2 users will be failed back to the EC2 pool.

Note: The failover process takes approximately 30 minutes.

What is the impact to users? Users will disconnect and reconnect for each of the instances above, however active calls should be unaffected.

Questions or concerns? Please contact the IST Service Desk, helpdesk@uwaterloo.ca or ext. 44357.

What is happening? Standard Windows patching will be performed on the Skype for Business environment throughout various dates mentioned below. The work will be completed throughout the week that each pool is out of service.

When is this happening? 

  • Friday, March 12 at 10:00 p.m.
    • Skype MC user pool will be failed over to EC2 user pool.  All MC hosted users will be switched over to the EC2 pool.
       
  • Friday, March 19 at 10:00 p.m.
    • Skype MC pool will be brought back into service. Existing MC users will be failed back to the MC pool.
    • Skype EC2 pool will be failed over to the MC pool.  All EC2 hosted users will be switched over to the MC pool.
       
  • Thursday, March 25 at 10:00 p.m.
    • Skype EC2 pool will be brought back into service. Existing EC2 users will be failed back to the EC2 pool.

Note: The failover process takes approximately 30 minutes.
 

What is the impact to users? Users will disconnect and reconnect for each of the instances above, however active calls should be unaffected. 

Questions or concerns? Please contact the IST Service Desk, helpdesk@uwaterloo.ca or ext. 44357.

Thursday, February 25, 2021

Changes to OUAC eINFO site URL

What is happening? The OUAC eINFO site URL that was previously electronicinfo.ca has been updated to ontariouniversitiesinfo.ca. The former URL now redirects to a casino site. If you have any links to this site on any website(s), you should update the URL to go to the OUInfo Welcome to Ontario Universities’ Info site.

Questions or concerns? Please contact the IST Service Desk, helpdesk@uwaterloo.ca or ext. 44357.

Thursday, February 18, 2021

Changes to eduroam login for @edu.uwaterloo.ca addresses - March 1

What is happening? It will no longer be possible to log on to the University’s wireless network (eduroam) using an “@edu.uwaterloo.ca” email address. (Note, @edu.uwaterloo.ca addresses were converted to @uwaterloo.ca addresses in April 2020.)

When will this change take place? Monday, March 1, 2021.

What is the impact? After this date, the only acceptable login for the wireless network will be the individual’s username (up to 8 characters) followed by “@uwaterloo.ca”, e.g. d17hende@uwaterloo.ca

Questions or concerns? Please contact the IST Service desk, helpdesk@uwaterloo.ca. 

Friday, February 12, 2021

'Convert to Enterprise Account' email sent to Webex users - February 12

What is happening? Webex users may have received the email below from webex_comm@webex.com. This is a legitimate email from Webex. No user action is required for UW Webex users.

Why is this happening? The Webex system is trying to clear up inconsistencies between users logging in withfriendly email addresses (e.g. firstname.lastname@uwaterloo.ca) instead of username@uwaterloo.ca.

Questions or concerns? Please contact the IST Service Desk, helpdesk@uwaterloo.ca or ext. 44357.

Tuesday, February 9, 2021

IST moving support ticket management to Jira Service Management

What is happening? During the fall 2020 term, some common IT service requests previously managed through Request Tracker (RT) were processed using the new Jira Service Management tool. This work has gone well and IST will begin moving additional RT queues (e.g., Network Services) to Jira Service Management (JSM).

What is the impact?

  • Individuals may now see links to Jira Service Management forms from the IST Service Catalogue. 
  • Support ticket notifications for Jira Service Management requests will come from jira@uwaterloo.atlassian.net instead of rt@rt.uwaterloo.ca.
  • New support request forms have been created for some specific services:
    • Adding devices to the Wi-Fi Allow List
    • Service Catalogue Feedback
    • Atlassian Requests
    • New Mailing Lists
    • Teams Live Event Support / Request
    • Qualtrics
    • Knowledge Base Update / Change
  • Individuals will be able to access these new forms and/or view their submitted tickets via the Jira Service Management Portal, https://uwaterloo.atlassian.net/servicedesk/customer/portal/2.

Ready to try Jira Service Management? Submit a request to migrate your own RT queue to JSM, https://uwaterloo.atlassian.net/servicedesk/customer/portal/2/group/54/create/245. 

Additional resources: Visit our Jira Service Management website to learn more about this service and look for more information on a JSM pilot IST will be launching during the upcoming spring term. 

Questions or concerns? Please contact the IST Service Desk, helpdesk@uwaterloo.ca, ext. 44357.

Monday, February 8, 2021

Webex single sign-on certificate update - February 17

What is happening? Single sign-on certificates for Webex will be updated.

When is this happening? Wednesday February 17 from 8:00-9:00 a.m.

What is the impact? Attendees and hosts logged in to Webex before and during the maintenance window may experience intermittent service issues. Users may need to log back in after the maintenance window. 

Questions or concerns? Please contact the IST Service Desk, helpdesk@uwaterloo.ca or 519-888-4567 ext. 44357.