Incident Report Number: 2016-007

eClass Application

Ticket Number: INC0046849
Problem Number: PRB0010148
Major Incident Number: MIR0001091
What happened?

The eClass service experienced an issue.

Who was affected?

All eClass users may have been affected by this outage.

What was the impact?

The affected users experienced difficulty accessing eClass.

What was the timeline of the incident?

Start: 2016/03/16 15:00 - Users began reporting they were unable to login to the eClass website. IST support escalated the issue to third party vendor for investigation and resolution.
2016/03/16 15:55 - Service was restored by the third party vendor.
End: 2016/03/16 16:00 - Service was confirmed restored.

What was the root cause of the incident?

A production server, scheduled for decommissioning, was unintentionally still configured for use by the eClass service at the vendor level. When it was removed from production it caused the eClass service to become unavailable.

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



Vendor support reconfigured the eClass service to use the correct production server.

What are any recommendations to prevent this incident from occurring again?
  • Vendor support will automate configuration of the eClass environment’s session server to prevent environmental misconfigurations.