All SPOCs and Technical Contacts:
The California Department of Technology (CDT) has scheduled a change window on Thursday, December 7, 2023, to upgrade switches at the Gold Camp Data Center. The change window will begin at 8:30 PM and conclude at 12:00 Midnight.
The CARES-Live application will experience up to a 40-minute interruption in service within the change window.
CWS/CMS connections through the Gold Camp facility will failover to either the Orange or Vacaville Data Center facilities while the change is in progress. CWS/CMS users may experience a slightly longer time than usual to connect to the CWS/CMS application while the network looks for connections to the other two Data Centers. No interruption in service is expected for the CWS/CMS application during this activity.
There is no impact to connectivity to CWS-CARES.
Action Required
CWS/CMS Users: If users experience any issues with CWS/CMS, please follow your county process for reporting issues, or you may contact the IBM Boulder Help Desk at 1-800-428-8268.
CARES-Live Users: Please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal at https://cwds.service-now.com/csm. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours, and a Service Desk representative will contact you the next business day.
CARES-Live
CARES-Live Scheduled Maintenance – October 26, 2023 | 6:00 PM – 9:00 PM
All SPOCs and Technical Contacts:
The CARES-Live team has scheduled maintenance for the CARES-Live application. The maintenance is scheduled for Thursday, October 26, 2023, from 6:00 PM to 9:00 PM. During this scheduled maintenance the CARES-Live team will focus on application maintenance changes that are not visible to CARES-Live users.
NOTE: Users will not be able to access the CARES-Live application during the scheduled outage.
Action Required
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
The CARES-Live team has scheduled maintenance for the CARES-Live application. The maintenance is scheduled for Thursday, October 26, 2023, from 6:00 PM to 9:00 PM. During this scheduled maintenance the CARES-Live team will focus on application maintenance changes that are not visible to CARES-Live users.
NOTE: Users will not be able to access the CARES-Live application during the scheduled outage.
Action Required
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
California Department of Technology Service Desk Bulletin – Gold Camp Data Center Core Switch Replacement – October 15, 2023 | 12:00 AM – 7:00 AM – REMINDER
All SPOCs, Technical Contacts, and SBC Administrators:
The California Department of Technology (CDT) has scheduled a change window on Sunday, October 15, 2023, to replace core switches at the Gold Camp Data Center. The change window will begin at 12:00 midnight and conclude at 7:00 AM on Sunday morning.
CWS/CMS connections through the Gold Camp facility will failover to either the Orange or Vacaville Data Center facilities while the change is in progress. CWS/CMS users may experience a slightly longer time than usual to connect to the CWS/CMS application while the network looks for connections to the other two Data Centers. No interruption in service is expected for direct connection to CWS/CMS during this activity.
Server Based Computing (SBC) access to the CWS/CMS will be impacted during the change window, while CDT is in the process of switching out cables and making configuration changes.
CARES-Live users will also be impacted during the seven-hour change window, while CDT is in the process of switching out cables and making configuration changes.
There is no impact to connectivity to CWS-CARES.
Action Required
CWS/CMS Users
If users experience any issues with CWS/CMS, please follow your county process for reporting issues, or you may contact the IBM Boulder Help Desk at 1-800-428-8268.
CARES-Live Users
Please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email during normal business hours. You may also email after hours, and a Service Desk representative will contact you the next business day .
The California Department of Technology (CDT) has scheduled a change window on Sunday, October 15, 2023, to replace core switches at the Gold Camp Data Center. The change window will begin at 12:00 midnight and conclude at 7:00 AM on Sunday morning.
CWS/CMS connections through the Gold Camp facility will failover to either the Orange or Vacaville Data Center facilities while the change is in progress. CWS/CMS users may experience a slightly longer time than usual to connect to the CWS/CMS application while the network looks for connections to the other two Data Centers. No interruption in service is expected for direct connection to CWS/CMS during this activity.
Server Based Computing (SBC) access to the CWS/CMS will be impacted during the change window, while CDT is in the process of switching out cables and making configuration changes.
CARES-Live users will also be impacted during the seven-hour change window, while CDT is in the process of switching out cables and making configuration changes.
There is no impact to connectivity to CWS-CARES.
Action Required
CWS/CMS Users
If users experience any issues with CWS/CMS, please follow your county process for reporting issues, or you may contact the IBM Boulder Help Desk at 1-800-428-8268.
CARES-Live Users
Please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email during normal business hours. You may also email after hours, and a Service Desk representative will contact you the next business day .
CARES-Live Training Environment Scheduled Maintenance
All SPOCs, Technical Contacts, and Training Contacts:
The CARES-Live team has scheduled maintenance to the CARES-Live Training Environment on Friday, October 6, 2023, from 3:00 PM to 5:00 PM. This scheduled maintenance is to upgrade the Training Environment to the CARES-Live 2.8.26 version. Users will not be able to access the CARES-Live Training Environment during the scheduled outage.
Action Required
If users experience any issues with CARES-Live Training Environment, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal at https://cwds.service-now.com/csm. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
The CARES-Live team has scheduled maintenance to the CARES-Live Training Environment on Friday, October 6, 2023, from 3:00 PM to 5:00 PM. This scheduled maintenance is to upgrade the Training Environment to the CARES-Live 2.8.26 version. Users will not be able to access the CARES-Live Training Environment during the scheduled outage.
Action Required
If users experience any issues with CARES-Live Training Environment, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal at https://cwds.service-now.com/csm. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
CARES-Live: California Department of Technology Service Desk Bulletin – Switch Upgrade, Oct. 5, 2023 | 8 PM - 12 AM
All SPOCs and Technical Contacts:
The California Department of Technology (CDT) has scheduled a maintenance window on Thursday, October 5, 2023, beginning at 8:00 PM and concluding at 12:00 midnight. During the maintenance window, CDT will perform a switch operating system upgrade.
Access to CARES-Live will experience service interruption during the scheduled maintenance window.
There is no expected impact to CWS/CMS or CWS-CARES.
Action Required
Please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via CWDS Service Desk email during normal business hours. You may also email after hours, and a Service Desk representative will contact you the next business day.
The California Department of Technology (CDT) has scheduled a maintenance window on Thursday, October 5, 2023, beginning at 8:00 PM and concluding at 12:00 midnight. During the maintenance window, CDT will perform a switch operating system upgrade.
Access to CARES-Live will experience service interruption during the scheduled maintenance window.
There is no expected impact to CWS/CMS or CWS-CARES.
Action Required
Please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via CWDS Service Desk email during normal business hours. You may also email after hours, and a Service Desk representative will contact you the next business day.
CWS-CARES Release 0.10 Production Release – UPDATE
All SPOCs and Technical Contacts:
September 21, 2023: The CWS-CARES team has resolved the technical issue and has rescheduled CWS-CARES Release 0.10 to be implemented on Monday, September 25, 2023. The release activity is planned to begin at 5:00 PM and conclude at 11:00 PM. During this scheduled outage, users in pilot counties will not be able to access the CARES RFA application.
_______________________________________________________________________________________
September 21, 2023: The CWS-CARES Release 0.10, originally scheduled for implementation during the evening hours on Wednesday, September 20, 2023, did not move to production. Due to a technical issue impacting the CWS-CARES team, it was decided to postpone the release to a future date. The team is working on the new release date schedule. Another communication update will be sent once the new date has been finalized and approved.
We apologize for any inconvenience this may have caused.
_______________________________________________________________________________________
EFFECTIVE September 20, 2023, CWS-CARES RELEASE 0.10 PRODUCTION RELEASE IS PLANNED TO MOVE INTO PRODUCTION
The CWS-CARES team has scheduled release activity that will interrupt connectivity to the CWS-CARES Resource Family Approval (RFA) Application Submission, Review, and Approval Process for pilot counties Contra Costa, Fresno, Placer, and Santa Clara. The release activity is planned to begin at 5:00 PM on September 20, 2023, and conclude at 11:00 PM. During this scheduled outage, users in pilot counties will not be able to access the CARES RFA application.
CWS-CARES Release 0.10:
The purpose of this release is to primarily deliver fixes for known issues, enhancements to behind-the-scenes functionality and security improvements to CWS-CARES Resource Family Approval (RFA) Application Submission, Review, and Approval Process.
CWDS is excited to share the new RFA features that are planned to be available following the implementation of CWS-CARES Release 0.10 on September 20, 2023, to the CARES-RFA Pilot County users. These new features are derived from user feedback as well as project planned enhancements.
As a resource to pilot counties, over the next few weeks, your organization can expect to receive information regarding a Webinar along with an updated Participant and Quick Reference Guide. These resources will provide the system users with details of the features/functionality that have been added since the last production release.
RFA Application Process:
The RFA Application process is the Receipt, Record, Submission, and Assignment of an Application. The RFA Application process was selected as the first software build for CARES. CARES will ultimately replace the legacy Child Welfare System CWS/CMS. The RFA Application Process will operate in a totally new Production Environment without integrating with other legacy systems, such as the CWS/CMS and CARES-Live applications.
RFA Application Process Features:
RFA Pilot County users review new features in the CWS-CARES Production Environment after September 21, 2023.
All Release Notes, including information for this release once available, can be found here: RFA Application Process Release Notes and Interim Processes.
September 21, 2023: The CWS-CARES team has resolved the technical issue and has rescheduled CWS-CARES Release 0.10 to be implemented on Monday, September 25, 2023. The release activity is planned to begin at 5:00 PM and conclude at 11:00 PM. During this scheduled outage, users in pilot counties will not be able to access the CARES RFA application.
_______________________________________________________________________________________
September 21, 2023: The CWS-CARES Release 0.10, originally scheduled for implementation during the evening hours on Wednesday, September 20, 2023, did not move to production. Due to a technical issue impacting the CWS-CARES team, it was decided to postpone the release to a future date. The team is working on the new release date schedule. Another communication update will be sent once the new date has been finalized and approved.
We apologize for any inconvenience this may have caused.
_______________________________________________________________________________________
EFFECTIVE September 20, 2023, CWS-CARES RELEASE 0.10 PRODUCTION RELEASE IS PLANNED TO MOVE INTO PRODUCTION
The CWS-CARES team has scheduled release activity that will interrupt connectivity to the CWS-CARES Resource Family Approval (RFA) Application Submission, Review, and Approval Process for pilot counties Contra Costa, Fresno, Placer, and Santa Clara. The release activity is planned to begin at 5:00 PM on September 20, 2023, and conclude at 11:00 PM. During this scheduled outage, users in pilot counties will not be able to access the CARES RFA application.
CWS-CARES Release 0.10:
The purpose of this release is to primarily deliver fixes for known issues, enhancements to behind-the-scenes functionality and security improvements to CWS-CARES Resource Family Approval (RFA) Application Submission, Review, and Approval Process.
CWDS is excited to share the new RFA features that are planned to be available following the implementation of CWS-CARES Release 0.10 on September 20, 2023, to the CARES-RFA Pilot County users. These new features are derived from user feedback as well as project planned enhancements.
As a resource to pilot counties, over the next few weeks, your organization can expect to receive information regarding a Webinar along with an updated Participant and Quick Reference Guide. These resources will provide the system users with details of the features/functionality that have been added since the last production release.
RFA Application Process:
The RFA Application process is the Receipt, Record, Submission, and Assignment of an Application. The RFA Application process was selected as the first software build for CARES. CARES will ultimately replace the legacy Child Welfare System CWS/CMS. The RFA Application Process will operate in a totally new Production Environment without integrating with other legacy systems, such as the CWS/CMS and CARES-Live applications.
RFA Application Process Features:
- Allows an applicant or County staff member to initiate an emergency or standard application to become a resource family home
- Creates a facility profile that tracks required information to complete this process, including background check results, completion of orientation and training hours, physical home assessment, and family evaluation
- Aggregates information into a report to recommend approval or disapproval of a resource family application
RFA Pilot County users review new features in the CWS-CARES Production Environment after September 21, 2023.
All Release Notes, including information for this release once available, can be found here: RFA Application Process Release Notes and Interim Processes.
CARES-Live Scheduled Outage for Saturday, September 16, 2023 | 5:00 AM – 1:00 PM
All SPOCs and Technical Contacts:
In support of the CWS/CMS Release 9.2 deployment scheduled for Saturday, September 16, 2023, from 5:00 AM to 1:00 PM, the CARES-Live application will also not be available during this CWS/CMS scheduled deployment.
Action Required
If users experience any issues with CARES-Live outside of this scheduled outage, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
In support of the CWS/CMS Release 9.2 deployment scheduled for Saturday, September 16, 2023, from 5:00 AM to 1:00 PM, the CARES-Live application will also not be available during this CWS/CMS scheduled deployment.
Action Required
If users experience any issues with CARES-Live outside of this scheduled outage, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
CARES-Live Facility Search – Available Beds Count – UPDATE
All SPOCs and Technical Contacts:
September 1, 2023 UPDATE: The CARES-Live Team implemented the scheduled CARES-Live application maintenance last night, August 31, 2023. During testing following the maintenance, the team identified that the Facility Search available beds count on the search results page does not display the most recent data for some facilities. The team is reviewing data to address and resolve this issue. Meanwhile, please continue to use the workaround and click on each individual facility on the Search Results page to display the accurate count of Available Beds.
________________________________________________________________________________________
August 29, 2023 UPDATE: REMINDER - The CARES-Live team has scheduled maintenance for the CARES-Live application. The maintenance is scheduled for Thursday, August 31, 2023, from 6:00 PM to 9:00 PM. During this scheduled maintenance, the CARES-Live team will focus on infrastructure maintenance and correct erroneous and outdated available bed counts on the CARES-Live Facility Search results page.
CARES-Live will not be accessible during this change window.
____________________________________________________________________________________________
August 23, 2023 UPDATE: The CARES-Live team has scheduled maintenance for the CARES-Live application. The maintenance is scheduled for Thursday, August 31, 2023, from 6:00 PM to 9:00 PM. During this scheduled maintenance, the CARES-Live team will focus on infrastructure maintenance and correct erroneous and outdated available bed counts on the CARES-Live Facility Search results page.
CARES-Live will not be accessible during this change window.
__________________________________________________________________________________________________
The CWDS project has identified an issue with the application code that sometimes displays outdated available bed counts on the search results page. However, the available bed counts are accurate when the user clicks on the individual facilities.
Only a limited number of search results are outdated. The current estimate of impacted facilities stands at approximately 3 percent. The inaccuracies are caused when only the placement information of an LIS facility is changed within the CWS/CMS application.
The CARES-Live Team is working to resolve this issue and will implement a code fix to correct this inaccurate information soon.
Workaround
The CARES-Live Team has developed a temporary workaround until the application code fix is implemented. CARES-Live users need to click on each individual facility to get the accurate count of Available Beds.
Additional communications will be sent out as new information, including when the application code fix will be implemented, is received.
Action Required
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
September 1, 2023 UPDATE: The CARES-Live Team implemented the scheduled CARES-Live application maintenance last night, August 31, 2023. During testing following the maintenance, the team identified that the Facility Search available beds count on the search results page does not display the most recent data for some facilities. The team is reviewing data to address and resolve this issue. Meanwhile, please continue to use the workaround and click on each individual facility on the Search Results page to display the accurate count of Available Beds.
________________________________________________________________________________________
August 29, 2023 UPDATE: REMINDER - The CARES-Live team has scheduled maintenance for the CARES-Live application. The maintenance is scheduled for Thursday, August 31, 2023, from 6:00 PM to 9:00 PM. During this scheduled maintenance, the CARES-Live team will focus on infrastructure maintenance and correct erroneous and outdated available bed counts on the CARES-Live Facility Search results page.
CARES-Live will not be accessible during this change window.
____________________________________________________________________________________________
August 23, 2023 UPDATE: The CARES-Live team has scheduled maintenance for the CARES-Live application. The maintenance is scheduled for Thursday, August 31, 2023, from 6:00 PM to 9:00 PM. During this scheduled maintenance, the CARES-Live team will focus on infrastructure maintenance and correct erroneous and outdated available bed counts on the CARES-Live Facility Search results page.
CARES-Live will not be accessible during this change window.
__________________________________________________________________________________________________
The CWDS project has identified an issue with the application code that sometimes displays outdated available bed counts on the search results page. However, the available bed counts are accurate when the user clicks on the individual facilities.
Only a limited number of search results are outdated. The current estimate of impacted facilities stands at approximately 3 percent. The inaccuracies are caused when only the placement information of an LIS facility is changed within the CWS/CMS application.
The CARES-Live Team is working to resolve this issue and will implement a code fix to correct this inaccurate information soon.
Workaround
The CARES-Live Team has developed a temporary workaround until the application code fix is implemented. CARES-Live users need to click on each individual facility to get the accurate count of Available Beds.
Additional communications will be sent out as new information, including when the application code fix will be implemented, is received.
Action Required
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
CARES-Live Facility Search – Available Beds Count – August 31, 2023| 6:00 PM - 9:00 PM - UPDATE REMINDER
All SPOCs and Technical Contacts:
August 29, 2023 UPDATE: REMINDER - The CARES-Live team has scheduled maintenance for the CARES-Live application. The maintenance is scheduled for Thursday, August 31, 2023, from 6:00 PM to 9:00 PM. During this scheduled maintenance, the CARES-Live team will focus on infrastructure maintenance and correct erroneous and outdated available bed counts on the CARES-Live Facility Search results page.
CARES-Live will not be accessible during this change window.
____________________________________________________________________________________________
August 23, 2023 UPDATE: The CARES-Live team has scheduled maintenance for the CARES-Live application. The maintenance is scheduled for Thursday, August 31, 2023, from 6:00 PM to 9:00 PM. During this scheduled maintenance, the CARES-Live team will focus on infrastructure maintenance and correct erroneous and outdated available bed counts on the CARES-Live Facility Search results page.
CARES-Live will not be accessible during this change window.
__________________________________________________________________________________________________
The CWDS project has identified an issue with the application code that sometimes displays outdated available bed counts on the search results page. However, the available bed counts are accurate when the user clicks on the individual facilities.
Only a limited number of search results are outdated. The current estimate of impacted facilities stands at approximately 3 percent. The inaccuracies are caused when only the placement information of an LIS facility is changed within the CWS/CMS application.
The CARES-Live Team is working to resolve this issue and will implement a code fix to correct this inaccurate information soon.
Workaround
The CARES-Live Team has developed a temporary workaround until the application code fix is implemented. CARES-Live users need to click on each individual facility to get the accurate count of Available Beds.
Additional communications will be sent out as new information, including when the application code fix will be implemented, is received.
Action Required
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
August 29, 2023 UPDATE: REMINDER - The CARES-Live team has scheduled maintenance for the CARES-Live application. The maintenance is scheduled for Thursday, August 31, 2023, from 6:00 PM to 9:00 PM. During this scheduled maintenance, the CARES-Live team will focus on infrastructure maintenance and correct erroneous and outdated available bed counts on the CARES-Live Facility Search results page.
CARES-Live will not be accessible during this change window.
____________________________________________________________________________________________
August 23, 2023 UPDATE: The CARES-Live team has scheduled maintenance for the CARES-Live application. The maintenance is scheduled for Thursday, August 31, 2023, from 6:00 PM to 9:00 PM. During this scheduled maintenance, the CARES-Live team will focus on infrastructure maintenance and correct erroneous and outdated available bed counts on the CARES-Live Facility Search results page.
CARES-Live will not be accessible during this change window.
__________________________________________________________________________________________________
The CWDS project has identified an issue with the application code that sometimes displays outdated available bed counts on the search results page. However, the available bed counts are accurate when the user clicks on the individual facilities.
Only a limited number of search results are outdated. The current estimate of impacted facilities stands at approximately 3 percent. The inaccuracies are caused when only the placement information of an LIS facility is changed within the CWS/CMS application.
The CARES-Live Team is working to resolve this issue and will implement a code fix to correct this inaccurate information soon.
Workaround
The CARES-Live Team has developed a temporary workaround until the application code fix is implemented. CARES-Live users need to click on each individual facility to get the accurate count of Available Beds.
Additional communications will be sent out as new information, including when the application code fix will be implemented, is received.
Action Required
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
IOS Upgrades – Services Impacted (Trinity County) August 23, 2023| 7:00 PM - 11:00 PM
All SPOCs and Technical Contacts in Trinity County:
The California Department of Technology (CDT) has scheduled maintenance windows to perform a necessary IOS upgrade on network equipment in impacted counties. This upgrade is needed to correct a discovered software vulnerability.
CDT has scheduled the maintenance window for Trinity County for Wednesday, August 23, 2023, beginning at 7:00 PM and concluding at 11:00 PM. During the maintenance window the following services will be impacted while CDT performs the upgrade:
CWS/CMS Users
If users experience any issues with CWS/CMS, please follow your county process for reporting issues or you may contact the IBM Boulder Help Desk at 1-800-428-8268.
CARES-Live Users
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
The California Department of Technology (CDT) has scheduled maintenance windows to perform a necessary IOS upgrade on network equipment in impacted counties. This upgrade is needed to correct a discovered software vulnerability.
CDT has scheduled the maintenance window for Trinity County for Wednesday, August 23, 2023, beginning at 7:00 PM and concluding at 11:00 PM. During the maintenance window the following services will be impacted while CDT performs the upgrade:
- Probation users’ access to the CWS/CMS application, via SBC (both the https://cwstoken.access.ca.gov and the https://cws-internal.access.ca.gov sites are impacted)
- Probation users’ access to the CARES-Live application (https://cognitoprod.cwds.ca.gov)
- CWS/CMS users’ access is not impacted to either the CWS/CMS application nor the CARES-Live application
CWS/CMS Users
If users experience any issues with CWS/CMS, please follow your county process for reporting issues or you may contact the IBM Boulder Help Desk at 1-800-428-8268.
CARES-Live Users
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
If unable to find a specific Bulletin, please contact Communications.