Disclaimer: This news item was originally posted on Friday, Feb 12, 2021. Its content may no longer be timely or accurate.

Canvas Tier 1 Support Limited Access

Posted: 14:54:20, Friday, Feb 12, 2021   Expiration: 14:54:20, Friday, Feb 19, 2021  

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: 

  1. 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.
  2. 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.
  3. Chat - Will be available.
  4. Field Admins will not be able to edit or create cases in the field admin console during that time.


-- UWSA DLE: Karla Clausen

Created: 15:00:49, Friday, Feb 12, 2021 (by Karla C.)
Updated: 15:00:49, Friday, Feb 12, 2021 (by Karla C.)