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<div class="WordSection1">
<p class="xxparagraph" align="center" style="margin:0in;margin-bottom:.0001pt;text-align:center;vertical-align:baseline">
<span class="xxnormaltextrun"><b><span style="font-size:14.0pt;color:red">ATTENTION PLEASE</span></b></span><span class="xxeop"><span style="font-size:14.0pt;color:red"> </span></span><o:p></o:p></p>
<p class="xxparagraph" align="center" style="margin:0in;margin-bottom:.0001pt;text-align:center;vertical-align:baseline">
<span style="font-size:9.0pt;font-family:"Segoe UI",sans-serif"> </span><o:p></o:p></p>
<p class="xxparagraph" style="margin:0in;margin-bottom:.0001pt;vertical-align:baseline">
<span class="xxnormaltextrun"><b>What's Happening Friday, October 15, 2021 at 7:00PM to Monday, October 18, 2021 at 6:00AM – ServiceNow Unavailable</b></span><o:p></o:p></p>
<p class="xxparagraph" style="margin:0in;margin-bottom:.0001pt;vertical-align:baseline">
<span class="xxeop"> </span><o:p></o:p></p>
<p class="xxparagraph" style="margin:0in;margin-bottom:.0001pt;vertical-align:baseline">
<span class="xxnormaltextrun"><span style="color:#333333;background:white">COA ServiceNow, including the COA IT
</span><span style="background:white">Service Desk Portal<span style="color:#333333">, </span><span style="color:black">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.</span><span style="color:#333333"> </span></span></span><span class="xxeop"><span style="color:#333333;background:white"> </span></span><span class="xxnormaltextrun"><span style="color:#333333">
</span></span><o:p></o:p></p>
<p class="xxparagraph" style="margin:0in;margin-bottom:.0001pt;vertical-align:baseline">
<span class="xxnormaltextrun"><span style="color:#333333"> </span></span><o:p></o:p></p>
<p class="xxparagraph" style="mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;margin-bottom:.0001pt;text-indent:-.25in;mso-list:l3 level1 lfo2;vertical-align:baseline">
<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span class="xxnormaltextrun"><b><span style="color:#333333">Date and Time:</span></b></span><span class="xxnormaltextrun"><span style="font-family:"Times New Roman",serif;color:#333333"> </span><span style="background:yellow;mso-highlight:yellow">Friday,
October 15, 2021 at 7:00PM to Monday, October 18, 2021 at 6:00AM</span></span><o:p></o:p></p>
<p class="xxparagraph" style="mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;margin-bottom:.0001pt;text-indent:-.25in;mso-list:l3 level1 lfo2;vertical-align:baseline">
<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span class="xxnormaltextrun"><b><span style="color:#333333">Purpose:</span></b><span style="color:#333333"> This upgrade is to ensure and maintain system </span>security, <span style="color:#333333">performance and stability.</span></span><o:p></o:p></p>
<p class="xxparagraph" style="mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;margin-bottom:.0001pt;text-indent:-.25in;mso-list:l3 level1 lfo2;vertical-align:baseline">
<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span class="xxnormaltextrun"><b><span style="color:#333333">Duration:</span></b><span style="color:#333333"> All work will be performed over the weekend.</span></span><span class="xxeop"><span style="color:#333333"> </span></span><o:p></o:p></p>
<p class="xxparagraph" style="margin:0in;margin-bottom:.0001pt;vertical-align:baseline">
<span class="xxeop"><span style="font-size:12.0pt;font-family:"Times New Roman",serif"> </span></span><o:p></o:p></p>
<p class="xxparagraph" style="margin:0in;margin-bottom:.0001pt;vertical-align:baseline">
<span class="xxnormaltextrun"><b><span style="font-size:12.0pt;color:black">How does this affect me?</span></b></span><span class="xxeop"><span style="font-size:12.0pt;color:black"> </span></span><o:p></o:p></p>
<p class="xxparagraph" style="margin:0in;margin-bottom:.0001pt;vertical-align:baseline">
<span style="font-size:9.0pt;font-family:"Segoe UI",sans-serif"> </span><o:p></o:p></p>
<p class="xxparagraph" style="mso-margin-top-alt:5.0pt;margin-right:0in;margin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;vertical-align:baseline">
<span style="font-size:10.0pt;font-family:Symbol">·</span><span style="font-size:7.0pt;font-family:"Times New Roman",serif">
</span><span class="xxnormaltextrun">During the upgrade, all City of Austin Users will not be able to logon to the </span><a href="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" target="_blank"><span class="xxnormaltextrun"><span style="color:blue">COA
IT Service Portal</span></span></a><span class="xxnormaltextrun"><span style="font-family:"Times New Roman",serif">.</span></span><span class="xxeop"><span style="font-family:"Times New Roman",serif"> </span></span><o:p></o:p></p>
<p class="xxparagraph" style="mso-margin-top-alt:5.0pt;margin-right:0in;margin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;vertical-align:baseline">
<span class="xxeop"><span style="font-size:10.0pt;font-family:Symbol">·</span></span><span class="xxeop"><span style="font-size:7.0pt;font-family:"Times New Roman",serif">
</span></span><span class="xxnormaltextrun"><span style="color:black;background:white">During the upgrade, if you have a COA ServiceNow account, you will not be able to logon to the </span></span><a href="https://atx.service-now.com/" target="_blank"><span class="xxnormaltextrun"><span style="color:blue;background:white">COA ServiceNow
Application</span></span></a><span class="xxnormaltextrun"><span style="font-family:"Times New Roman",serif;color:black;background:white">. </span></span><span class="xxeop"><span style="font-family:"Times New Roman",serif;color:black;background:white"> </span></span><o:p></o:p></p>
<p class="xxparagraph" style="margin:0in;margin-bottom:.0001pt;vertical-align:baseline">
<span class="xxeop"><span style="font-size:12.0pt;font-family:"Times New Roman",serif"> </span></span><o:p></o:p></p>
<p class="xxparagraph" style="margin:0in;margin-bottom:.0001pt;vertical-align:baseline">
<span class="xxnormaltextrun"><b>What Action is Required of me?</b></span><span class="xxeop"> </span><o:p></o:p></p>
<p class="xxparagraph" style="margin:0in;margin-bottom:.0001pt;vertical-align:baseline">
<o:p></o:p></p>
<p class="xxparagraph" style="mso-margin-top-alt:5.0pt;margin-right:0in;margin-bottom:0in;margin-left:.5in;margin-bottom:.0001pt;text-indent:-.25in;mso-list:l2 level1 lfo4;vertical-align:baseline">
<![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>During the upgrade, for COMMUNICATIONS SERVICE REQUESTS, email
<b><a href="mailto:FireCommunications@austintexas.gov">FireCommunications@austintexas.gov</a></b> 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.
<o:p></o:p></p>
<p class="xxparagraph" style="mso-margin-top-alt:5.0pt;margin-right:0in;margin-bottom:0in;margin-left:.5in;margin-bottom:.0001pt;text-indent:-.25in;mso-list:l2 level1 lfo4;vertical-align:baseline">
<![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>During the upgrade, for IT Support, Business Technology Requests, and ESO Tablet issues, call the
<span class="xxnormaltextrun">CTM Service Desk at <b><span style="color:red">512-974-4357</span></b>. For critical needs, such as Fire application outages email<b>
<a href="mailto:FireBusinessTechnology@austintexas.gov">FireBusinessTechnology@austintexas.gov</a></b> .</span><o:p></o:p></p>
<p class="xxparagraph" style="margin:0in;margin-bottom:.0001pt;vertical-align:baseline">
<span class="xxnormaltextrun"><b> </b></span><o:p></o:p></p>
<p class="xxparagraph" style="margin:0in;margin-bottom:.0001pt;vertical-align:baseline">
<span class="xxnormaltextrun"><b>How do I get technical support?</b></span><span class="xxeop"> </span><o:p></o:p></p>
<p class="xxparagraph" style="margin:0in;margin-bottom:.0001pt;vertical-align:baseline">
<span style="font-size:9.0pt;font-family:"Segoe UI",sans-serif"> </span><o:p></o:p></p>
<p class="xxparagraph" style="mso-margin-top-alt:5.0pt;margin-right:0in;margin-bottom:0in;margin-left:.5in;margin-bottom:.0001pt;text-indent:-.25in;mso-list:l1 level1 lfo6;vertical-align:baseline">
<![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span class="xxnormaltextrun"><span style="color:#333333">During
</span>the upgrade, for general IT support, call the <span style="color:#333333">
CTM Service Desk at </span><b><span style="color:red">512-974-4357</span></b><span style="color:#333333">. Please DO NOT send an email
</span><span style="color:#1F497D"> </span>to the CTM Service Desk during the upgrade.
</span><o:p></o:p></p>
<p class="xxparagraph" style="mso-margin-top-alt:5.0pt;margin-right:0in;margin-bottom:0in;margin-left:.5in;margin-bottom:.0001pt;text-indent:-.25in;mso-list:l0 level1 lfo8;vertical-align:baseline">
<![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span class="xxnormaltextrun"><span style="background:white">Once
<span style="color:#333333">COA ServiceNow and the COA IT Service Portal are </span>
back up, return to standard procedures. Please <span style="color:black">submit a ticket via the COA IT Service Portal: </span></span></span><a href="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" target="_blank"><span class="xxnormaltextrun"><span style="color:blue;background:white">https://atx.service-now.com/sp</span></span></a><span class="xxeop"><span style="color:black;background:white">
or </span></span><span class="xxnormaltextrun"><span style="color:black;background:white">call the CTM Service Desk at 512-974-4357.</span></span><o:p></o:p></p>
<p class="xxparagraph" style="margin:0in;margin-bottom:.0001pt;vertical-align:baseline">
<span class="xxeop"> </span><o:p></o:p></p>
<p class="xxmsonormal"> <o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
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