Incident Report Number: 2016-014

Bear Tracks and PeopleSoft Campus Solutions Applications

Ticket Number: INC0051295

Major Incident Number: MIR0001098
What happened?

Bear Tracks and PeopleSoft Campus Solutions applications experienced an outage as a result of a network issue at the Toronto Data Center where the applications are hosted.

Who was affected?

Anyone trying to use the applications were affected by this outage.

What was the impact?

The affected users were not able to use the applications during the outage.

What was the timeline of the incident?

Start: 2016/05/16 17:40 – Monitoring systems alerted the www.beartracks.ualberta.ca website became unavailable. IST support analysts escalated issue to third party vendor support for investigation.
2016/05/16 17:55 – Vendor support reported a network connectivity issue was occurring at the Toronto Data Center and they were investigating.
2016/05/16 19:25 – Root cause was discovered to be a communication issue between network devices. A fix was implemented. Once issued was resolved application support teams began validating the applications were restored.
End: 2016/05/16 19:45 – Service was confirmed restored.

What was the root cause of the incident?

Network cables were unplugged by error during planned maintenance by third party vendors.

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

None.



Resolution

The cables were reconnected.

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

None.

Updates

None.