Incident Report Number: 2015-031

uLearn (Blackboard)

Ticket Number: INC0040719

What happened?

uLearn experienced a service degradation.

Who was affected?

Users of uLearn (ulearn.ualberta.ca) were affected by this degradation.

What was the impact?

Affected users were unable to log into uLearn.

What was the timeline of the incident?

Start: 2015/12/16 17:35 - Users called reporting they could not login into uLearn.

2015/12/16 17:40 - IT support analysts began working on the issue.

2015/12/16 17:50 - Issue was determined to be related to a vendor issue and was escalated to the vendor Blackboard support teams.

End: 2015/12/16 19:35 - Service was restored by vendor Blackboard.

What was the root cause of the incident?

The Calgary data centre where the vendors uLearn (Blackboard) environment is hosted experienced an outage.

What was the work around and resolution for the incident?
Work Around

Not Applicable.



Resolution

IST did not perform any actions to resolve the issue as it was a problem at the vendor level.

What are any recommendations to prevent this incident from occurring again?

None.

Updates

None.