Outage category: Telephone, Wired Network, Wireless Network, VoIP phone service
Location: All campuses
Status: Closed
Resolved Alert:
Initial Symptoms
Multiple customer groups contacted Facilities Infrastructure and Operations reporting issues with connecting in Data or Phone services.
Root Cause Analysis
Cause
Unplanned work was being done by a network Engineer, that caused the outage. This work was done before with no issues, but this time it caused a major Network Service Interruption to the University.
Resolution
Engineers had to roll back the router configuration, to correct the issue.
Prevention
The Director and Manager has spoken to the Engineer. He is to follow protocol, notify his manager, put an RFC in, get team’s approval, when making any changes no matter how small at all times.