ITS - Posting to IT Status

Owned by Ashley Mattingly
Last updated: Jul 30, 2024 by Will Harris
4 min read

When an ITS system is down or degraded, ITS can communicate about the issue to our community by posting information on IT Status as itstatus.uconn.edu.

There are two categories of information displayed on the IT Status main page: status of major services and notices. ITS staff can post status information about major services by creating a global issue in Jira Service Desk.

Screenshot of the Major Services section

Staff can post information about ITS planned outages and non-ITS system outages that impact our services (e.g., power outage, construction) in the Notices section by creating a change order in the Jira ITS Change Management Project.

Screenshot of the Notices section

Adding Information to the Major Services Section For Outages

  1. Log in at uconn.atlassian.net using your NetID credentials. You will be directed to the dashboard for the ITS Technology Support Center.

  2. Create new issue.

  3. Set Project to ITS Service Desk (ISD).

  4. Set Issue Type to Global Issue.

  5. Complete the fields required of the ticket: Summary, Assignee, Description, and Components. These do not appear on the IT Status page.

  6. Choose an Incident Type. The icon for this selection will appear on the IT Status page. If you do not want information about this issue published on the IT Status page, choose No.

    • Degraded: The system or service is experiencing problems but is not fully down.

    • Monitoring: ITS is watching an issue and will close the ticket once we have confirmed that the issue is resolved. 

    • Unavailable: The system or service is down.

    • Reporting: ITS has received reports that there is an issue with a service and is investigating.

  7. Select the service impacted from the drop-down menu. These are the major systems displayed in the Major Services section of the IT Status page.

    1. Choose Other if your system or service is not listed and enter it in the field Service Impacted (Other) below.

  8. Enter a description of the issue in IT Status Wording. This will be displayed on the IT Status page.

  9. Select Create.

When you are writing a message for the IT Status page, keep it concise and focused. Identify the issue, who it impacts, and how it affects them.

Posting a Notice

ITS staff can post a notice to the IT Status in a change order.

Not all changes need to have a notice on the IT Status page. Only post a notice if you want to communicate an upcoming planned outage, change, or moratorium that has broad impact or if there is a non-IT change (e.g., construction) that is affecting IT services.

Anyone can view all upcoming changes on the Change Calendar.

  1. Go to uconn.atlassian.net and log in with your NetID credentials. You will be directed to the dashboard for the ITS Technology Support Center.

  2. Under Projects, select ITS Change Management.

  3. In the ITS Change Management Project, click Raise a Request.

  4. Choose a request type that fits the situation.

  5. Complete the required fields.

  6. At the bottom of the form, you can choose to publish a notice on the IT Status page. Choose Yes from the dropdown for Post to IT Status, and then enter a brief description of the change. This description will be displayed when a site visitor clicks on the link for the change.

  7. Services Impacted: choose the appropriate service. If there are multiple services affected, you can choose those services by using ctrl + click (Windows) or command + click (Mac).

    1. If the service is not listed, choose Other and enter the service in the Service Impacted (Other) field below.

  8. Click Create.

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