Outage in HUIT
IT Help Portal: Chat Feature is Down
Resolved MajorIncident Report
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
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Latest Updates ( sorted recent to last )
RESOLVED
12 months ago - at 06/03/2025 02:12PM
This incident has been resolved.
IDENTIFIED
12 months 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
12 months 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
12 months 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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