Outage in MIT IS&T

ServiceNow Upgrade – Post-Upgrade Issue: Atlas App Live Chat Unavailable

Resolved Minor

June 21, 2025 - Started 11 months ago - Lasted 1 day
Official incident page

Incident Report

Following the completion of the ServiceNow Yokohama upgrade, we have identified an issue with the live chat feature in the Atlas mobile app. Users are currently unable to connect with Service Desk agents via live chat. Our team is actively investigating and working to resolve this as quickly as possible. All other ServiceNow functions remain operational. We will provide further updates as more information becomes available. If you need assistance, please submit a support ticket via email at servicedesk@mit.edu or telephone at 617-253-1101.

Components affected

MIT IS&T General

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Latest Updates ( sorted recent to last )

RESOLVED 10 months ago - at 06/23/2025 11:33AM

This incident has been resolved.

INVESTIGATING 11 months ago - at 06/21/2025 08:49PM

Following the completion of the ServiceNow Yokohama upgrade, we have identified an issue with the live chat feature in the Atlas mobile app. Users are currently unable to connect with Service Desk agents via live chat. Our team is actively investigating and working to resolve this as quickly as possible.

All other ServiceNow functions remain operational. We will provide further updates as more information becomes available.

If you need assistance, please submit a support ticket via email at servicedesk@mit.edu or telephone at 617-253-1101.

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