Brief EasyVista Outage

October 31, 2018 12:00 a.m.
Outage category: 
Applications
Location: 
All Campuses
Status: 
Closed

We have received reports of people receiving the following error message when trying to access EasyVista Service Manager:

EASYVISTA is not available for the Moment (SMOBroker not found).There may be a Maintenance Process. Please contact your Administrator for more Information.

This was due to an issue with the vendor. The issue has been resolved, total outage time was roughly 5 minutes. If you have any questions or concerns, please contact the ITS Support Center at 703-993-8870 or via email at support@gmu.edu.

Initial symptoms: 

Users logging in received a message:

EASYVISTA is not available for the Moment (SMOBroker not found).
There may be a Maintenance Process. Please contact your Administrator for more Information.

Duration: 
10/30/2018 2:30 pm
Impact to Mason: 

Users could not log into EasyVista Service manager or view tickets or request services through Service Apps.

Affected Services: 
Desktop Support, ITS Support Center
Other Affected Services: 
ITS Support Center and Desktop Support's ticketing system: EasyVista.
ROOT CAUSE ANALYSIS
Cause: 

Vendor started patch update on Production platform instead of Qualification platform.

Resolution: 

Vendor completed update of database and stopped prior to finishing patch update.

Prevention: 

Discussion with vendor to put process in place to keep this from happening again.

STATISTICS
Service Team: 
NA