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Solving complex problems: Root Cause update for April/May 2014

The Root Cause team in IT is tasked with finding the causes of significant IT issues that affect campus. In this news update we draw your attention to some of the problems being investigated or issues handled recently.

Outlook Email/Calendaring – A few mail client issues remain from the email system upgrade performed at the end of 2013.  The Email ‘TIGER’ team investigating these issues is making progress towards issue resolution and continues to work with clients reporting problems.

In researching solutions for the calendaring issues Help Desk staff have decided to create and publish a ‘Best Practices for Outlook Calendaring’ within the next few weeks.  This article will be advertised and published in a future IT Weekly Update.   In the meantime, please call the IT Help Desk at 227-7487 to report any issues you are having with Outlook.  You may also visit IT’s self-service website at help.wcu.edu to open a ticket for assistance.

‘Heartbleed’ Bug – Several units within the IT Division spent long hours assessing and ensuring safe usage of campus computer resources in order to mitigate the potential risk of the internet security bug known as ‘Heartbleed’.   The majority of the key campus computing systems were not affected by the bug.  Detailed assessment resulted in applying necessary fixes to those systems deemed at risk from the bug.  Reported web or application access problems occurring from actions taken were quickly addressed.   Additional information concerning ‘Heartbleed’ and actions taken by the WCU’s IT Division can be found at:  http://news-prod.wcu.edu/2014/04/it-assessing-impact-of-heartbleed-computer-bug/

April 18 – May 21, 2014 Global Problems: (Total 18) Accounts, Identity & Security: 2 Business Systems: 5 Email & Collaboration Tools: 2 Network, Internet & Phone Services: 3 Servers & Storage: 3 Services & Support: 1 Teaching, Learning & Research: 1 Web: 1

The Division of IT is committed to adopting a proactive, process-oriented approach to prevent problems before they arise. We will continue to keep you informed on our progress.