[Dispatch] ServiceNow Unavailable

[Fire Communications Calendar]

ATTENTION PLEASE



What's Happening Friday, October 15, 2021 at 7:00PM to Monday, October 18, 2021 at 6:00AM – ServiceNow Unavailable



COA ServiceNow, including the COA IT Service Desk Portal, will be unavailable while the CTM ServiceNow Development Team performs an upgrade.  This platform upgrade will allow CTM to make improvements to performance and security.  The CTM ServiceNow Development Team is committed to providing an exceptional customer service application and will take all appropriate actions to ensure the upgrade is not delayed during this event.



·       Date and Time: Friday, October 15, 2021 at 7:00PM to Monday, October 18, 2021 at 6:00AM

·       Purpose: This upgrade is to ensure and maintain system security, performance and stability.

·       Duration: All work will be performed over the weekend.



How does this affect me?



•         During the upgrade, all City of Austin Users will not be able to logon to the COA IT Service Portal<https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fatx.service-now.com%2Fsp&data=04%7C01%7CMelissa.Regalado%40austintexas.gov%7Cf06f7bf06f4a44f0619208d90168dba2%7C5c5e19f6a6ab4b45b1d0be4608a9a67f%7C0%7C0%7C637542372191333427%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=4kxFnCAHve%2F135ZYBqDwVfOmamuqCfZtYouQO5kijks%3D&reserved=0>.

•         During the upgrade, if you have a COA ServiceNow account, you will not be able to logon to the COA ServiceNow Application<https://atx.service-now.com/>.



What Action is Required of me?



·       During the upgrade, for COMMUNICATIONS SERVICE REQUESTS, email FireCommunications at austintexas.gov<mailto:FireCommunications at austintexas.gov> with a detailed report of what the need is. Include Name, phone, unit, shift in addition to details.  For all critical needs (i.e. MDC failure, radio issues, light/siren issues affecting response) to contact Dispatch and request the ON CALL staff member paged in addition to the above email.  Non-critical issues that an email will be sufficient for would be lost iPhone, app not working etc.

·       During the upgrade, for IT Support, Business Technology Requests, and ESO Tablet issues, call the CTM Service Desk at 512-974-4357. For critical needs, such as Fire application outages email FireBusinessTechnology at austintexas.gov<mailto:FireBusinessTechnology at austintexas.gov> .



How do I get technical support?



·       During the upgrade, for general IT support, call the CTM Service Desk at 512-974-4357.  Please DO NOT send an email     to the CTM Service Desk during the upgrade.

·       Once COA ServiceNow and the COA IT Service Portal are back up, return to standard procedures. Please submit a ticket via the COA IT Service Portal: https://atx.service-now.com/sp<https://gcc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fatx.service-now.com%2Fsp&data=02%7C01%7CCorina.Preston%40austintexas.gov%7C3f683563cee149c8af9008d7e14cad4c%7C5c5e19f6a6ab4b45b1d0be4608a9a67f%7C0%7C0%7C637225591863198821&sdata=Xw0oAQ1OGm1rG%2FdWOCvnTxLdgMN55PHKR7BlLXgSOdg%3D&reserved=0> or call the CTM Service Desk at 512-974-4357.





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