Canvas Tier 1 Support Limited Access
Posted: 2021-02-12 14:54:20 Expiration: 2021-02-19 14:54:20
Disclaimer: This news item was originally posted on 2021-02-12 14:54:20. Its content may no longer be timely or accurate.
On February, 21 (Sunday) from 02:00 am to 05:00 am CST, Salesforce (ServiceCloud) will be migrating Instructure's instances to a different server, which means that Tier 1 support team will have limited access to Salesforce (read-only mode). Salesforce is the ticketing system used by Tier 1 Support.
This means the following limitations will be applied to Tier 1 support communication channels for the UW System during the brief interruption:
- Online/Email - Read-only mode will queue email/online submission cases and process them after. Users will be able to create cases, but they will not be generated in the queue until the migration is completed.
- Phone - Tier 1 will still have phone lines enabled. They will manually create cases and follow up once the migration is done. Phone call recordings won't be attached to those cases.
- Chat - Will be available.
- Field Admins will not be able to edit or create cases in the field admin console during that time.
-- UWSA DLE: Karla Clausen