CWS/CMS

All CWS and Probation SPOCs and Technical Contacts:

An issue has been reported where users are unable to complete a Process Placement Home Move (PPHM) within Resource Management in the CWS/CMS application following R9.8 go-live.

The issue has been confirmed and IBM is preparing a fix.

The issue is being tracked under Master Ticket IN10025722. 

An additional update will be provided once the details and expected delivery timeline have been identified. 

Action Required:

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 and indicate this issue is related to Master Ticket IN10025722.

ALL SPOCs, Technical Contacts and CAD Contacts:

The California Department of Technology (CDT) has scheduled monthly Microsoft security patching. The patching begins on Friday, July 17, 2026, at 6:00 PM and concludes on Saturday, July 18, 2026, at 1:00 AM. The activity may cause interruptions to the Business Objects (BO) servers within the patching window. The expected impact to users is low; however, there is a potential to cause some BO reports to fail to send, or automated scripts may fail to retrieve.

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Action Required

Review scheduled BO reports and reschedule report jobs to avoid the scheduled maintenance window. Rerun the missed report jobs, if necessary.

Contact the IBM Help Desk (800-428-8268) to report any issues with your Business Objects content.

All SPOCs, Technical Contacts, and SBC Administrators:

Multiple counties have reported receiving “high level error” messages when trying to connect to the CWS/CMS application. It is not a universal issue; some Server Based Computing (SBC) users have been successful with logging in to CWS/CMS.

The CWDS Infrastructure team and IBM are working with the California Department of Technology (CDT) and Citrix to determine the cause and to develop a fix for this issue. So far, the issue does not appear to be directly related to the CWS/CMS Release 9.8 code; however, all parties continue to investigate all possible causes, including those related to this past Saturday’s CWS/CMS release.

Additional updates will be provided as new information is available.

Action Required

If users experience any issues with CWS/CMS or SBC, please follow your county process for reporting issues or you may contact the IBM Boulder Help Desk at 1-800-428-8268.

CARES-Live Scheduled Outage

All SPOCs and Technical Contacts:

In support of the CWS/CMS Release 9.8 deployment scheduled for Saturday, July 11, 2026, 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, 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.

ALL SPOCs, Technical Contacts and CAD Contacts:

The California Department of Technology (CDT) has scheduled maintenance of the SAFE Cloud service. The maintenance begins on Saturday, July 25, 2026, at 8:00 PM and concludes on Sunday, July 26, 2026, at 2:00 AM. The activity will cause interruptions in the SAFE Cloud service. Some Business Objects (BO) reports will fail to send, or automated scripts may fail to retrieve from SAFE during this scheduled maintenance.

Action Required

All users should logoff of the SAFE Cloud service prior to the start of the stated maintenance timeframe. Please check on your scheduled BO SAFE reports and automated FTP scripts. If needed, re-run the reports and scripts.

Contact the IBM Help Desk (800-428-8268) to report any issues with your Business Objects content in SAFE.

Please Note

When working with the CARES support teams we ask that you take the following precautions to protect CARES case data: 

• Do not share sensitive data (PHI / PII)  or other case details with the Service Desk, either directly or via email.  Sensitive and confidential data cannot be stored in the ticketing system. The Service Desk can only receive fully redacted information.
• If performing a screen share at the request of the support team, ensure minimum necessary practices are followed, including that only those that need to see the information are present. Screenshots or recordings of the meetings where sensitive/confidential information is present is not permitted.
• If sensitive information is required by third tier support (e.g., case numbers), ensure that it is shared via secured methods – please contact your county Privacy officer or the CWDS ISO for guidance as needed.

We appreciate your partnership in protecting the privacy and safety of the children and families we serve while ensuring we can effectively support you. 

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• Restart (reboot) the workstation and log into Windows (aka the "welcome screen").
• Restart again and do not log into Windows.
• Leave the workstation powered on.

SPOCs, Technical Contacts, and CAD Contacts:

July 3, 2026 UPDATE: The issue that prevented Business Intelligence (BI) reports from running has been resolved. BI users should now be able to access their reports without any issues.

Action Required

Review and validate your BI reports.

If users experience any issues with CWS/CMS or with BI, please follow your county process for reporting issues or you may contact the IBM Boulder Help Desk at 1-800-428-8268.

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Multiple counties have reported that their scheduled Business Intelligence (BI) reports did not run and then received the following error message when they attempted to open a report in BI:

Updates will be provided as new information is received or status when the status has changed.

Action Required

Review scheduled BO reports today and tomorrow morning. Rerun the report jobs, as necessary, when allowed.

SPOCs, Technical Contacts, and CAD Contacts:

Multiple counties have reported that their scheduled Business Intelligence (BI) reports did not run and then received the following error message when they attempted to open a report in BI:

Updates will be provided as new information is received or status when the status has changed.

Action Required

Review scheduled BO reports today and tomorrow morning. Rerun the report jobs, as necessary, when allowed.

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