MIT IS&T incident
ServiceNow Upgrade – Post-Upgrade Issue: Atlas App Live Chat Unavailable
Resolved after 1 day 14 hours, affecting General, on June 21, 2025.
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 [email protected] or telephone at 617-253-1101.
Affected components
Update timeline
- investigating Jun 21, 2025, 08:49 PM UTC
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 [email protected] or telephone at 617-253-1101.
- resolved Jun 23, 2025, 11:33 AM UTC
This incident has been resolved.
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