Outage in HUIT

IT Help Portal: Chat Feature is Down

Resolved Major
June 02, 2025 - Started 5 days ago - Lasted about 23 hours
Official incident page

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Outage Details

The AI Watson chat feature of the IT Help portal - https://harvard.service-now.com/ithelp - is currently unavailable. To receive support from HUIT teams please call the service desk at 617-495-7777 or send an email to ithelp@harvard.edu Our vendor is investigating the cause of this outage and we will provide updates as more information becomes available.
Components affected
HUIT Other Services
Latest Updates ( sorted recent to last )
RESOLVED 4 days ago - at 06/03/2025 02:12PM

This incident has been resolved.

IDENTIFIED 5 days ago - at 06/02/2025 08:17PM

Our vendor has informed us that they are working on a recovery path that involves bringing the AI Watson system up in a controlled manner. Remediation is being rolled out across the platform and may take some time to restore our systems.

We will provide an update once our chat functionality has returned to normal operations. Please continue to seek support by calling the HUIT Service Desk at 617-495-7777 or sending an email to ithelp@harvard.edu

INVESTIGATING 5 days ago - at 06/02/2025 05:58PM

Our vendor is continuing to investigate the underlying cause of this outage. The Chat function of the IT Service Portal - https://harvard.service-now.com/ithelp - remains unavailable.

To receive support from HUIT teams please call the service desk at 617-495-7777 or send an email to ithelp@harvard.edu. We will continue to monitor the situation and provide updates from our vendor.

INVESTIGATING 5 days ago - at 06/02/2025 03:22PM

The AI Watson chat feature of the IT Help portal - https://harvard.service-now.com/ithelp - is currently unavailable. To receive support from HUIT teams please call the service desk at 617-495-7777 or send an email to ithelp@harvard.edu

Our vendor is investigating the cause of this outage and we will provide updates as more information becomes available.

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