Notice

Welcome to CWDS ServiceNow!

All CARES-Live County Administrators and SPOCs:
On behalf of the CWDS Service Desk, a reminder was sent last week announcing the launch of the Customer Service Management (CSM) Portal in ServiceNow for CARES-Live County Administrators. We are excited to announce that the portal is now live and County Administrators can begin utilizing the features of the portal.


County Administrators can log into this portal to open support tickets, track and view all tickets within their county, and access knowledge articles. The Service Desk will continue to accept email and phone calls for customer support, but this portal will be the primary avenue for County Administrators to log a ticket with the CWDS Service Desk.

How to get your account:
  • Every County Administrator will automatically have an account in the CWDS ServiceNow CSM portal as long as they have an active CARES-Live account with the County Administrator role.  County Administrators will use the same email that they use for CARES-Live, but will need to create a new password in ServiceNow. 
  • For first-time log ins to the CWDS ServiceNow CSM portal, follow these simple steps:
    1. Go to  ‘https://cwds.service-now.com/csm
    2. Click on 'Login' at the top right of the page
    3. Click on 'Forgot Password?'
    4. Using your county email, follow the password reset steps.
    5. Once the process is complete, you will be brought back to the ‘https://cwds.service-now.com/csm' home page.
    6. Click ‘Login’ at the top right of the page.
    7. Login with your new password. 
Attached are two guides: The first guide provides the procedure for submitting a Service Desk support ticket via the CWDS ServiceNow CSM Portal. The second guide explains how to search for Knowledge Articles.  

In addition to these guides, you can also take advantage of the “Tours” feature, built into the CWDS ServiceNow CSM Portal. The Tours can help users navigate through the portal in a step-by-step and hands-on learning experience. If you see a red dot next to the Tour tab, a Tour is available!


While the portal is intuitive by nature, the CWDS Service Desk is available if a county wishes to schedule a tutorial with one of the Service Desk staff members.

Action Required
If users experience any issues with CARES-Live Training Environment, please follow your county process for reporting issues, or you may contact the CARES Service Desk at 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.

California Department of Technology Service Desk Bulletin – Intrusion Prevention System (IPS) Bypass Module Replacement at Gold Camp on November 7, 2021| 2:00 AM – 7:00 AM

ALL SPOCs, Technical Contacts, CAD Contacts and SBC Admins:
The California Department of Technology (CDT) will be replacing bypass modules in security appliances at the Gold Camp Data Center on Sunday, November 7, 2021, beginning at 2:00 AM and concluding at 7:00 AM. This is an extension of the regular network preventative maintenance window, scheduled every Sunday morning by the CDT. This activity will impact anyone accessing CDT services during the maintenance window. This includes CWS/CMS, CARES-Live, SBC, Business Objects, and the CWDS websites. Multiple short outages, approximately five minutes each, will occur during the maintenance window.

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.
 
CWS-CARES Users
If users experience any issues with CARES-Live, please follow your county process for reporting issues or you may contact the CARES Service Desk at 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
 
If users experience any issues with the CWDS website (https://cwds.ca.gov), the CWS/CMS website (https://www.hwcws.cahwnet.gov/), or the CWS/CMS Portals website (https://cwscms.osi.ca.gov/) please follow your county process for reporting issues or you may contact the IBM Boulder Help Desk at 1-800-428-8268.

 

California Department of Technology Service Desk Bulletin - CGEN Vendor Verizon Scheduled Maintenance, November 4, 2021, 12:00 AM – 6:00 AM

ALL SPOCs and Technical Contacts in Riverside County:
The California Department of Technology (CDT) has scheduled maintenance on Thursday, November 4, 2021, beginning at 12:00 Midnight and at 6:00 AM. Users at the listed site will experience a five-minute interruption in connectivity to CWS/CMS and CARES-Live within the scheduled Verizon maintenance window.
Remote access (e.g., Server Based Computing [SBC]) to the CWS/CMS application will not be impacted by this scheduled maintenance.

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.
 
CWS-CARES Users
If users experience any issues with CARES-Live, please follow your county process for reporting issues, or you may contact the CARES Service Desk at 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.

 

CWDS Events/Maintenance Calendar

CWS and Probation SPOCs and Technical Contacts:
The daily CDSS LIS server maintenance has been added to the CWDS calendar (https://cwds.ca.gov/events).  During each day’s scheduled maintenance users may experience connectivity issues impacting CARES-Live Facility Search. 

Action Required
Review the CWDS Calendar (https://cwds.ca.gov/events) for CWS/CMS and CARES-Live events and maintenance.

 

CARES-Live Scheduled Outage for Saturday, October 24, 2020 | 05:00 AM – 1:00 PM

All CWS/CMS and Probation SPOCs and Technical Contacts, and CARES-Live SPOCs
In support of the CWS/CMS Release 8.12, the CARES-Live team has scheduled an outage that will interrupt connectivity to the CARES-Live application. The outage is scheduled for Saturday, October 24, 2020 from 5:00 AM to 1:00 PM. During the scheduled outage users will not be able to access the CARES-Live application.
 

Action Required
If users experience any issues with CARES-Live outside of this scheduled outage, please follow your county process for reporting issues or you may contact the CARES Service Desk at 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. 

RESOLVED: CWDS.CA.GOV Site Receiving Error Message 503

CWS and Probation SPOCs, Technical Contacts:

UPDATE:  The issue that intermittently caused the ‘503 Service Temporarily Unavailable’ error message when updating contact information on the CWDS.CA.GOV website has been resolved.  Please contact the IBM Help Desk if you continue to receive this error message.
____________________________________________________________


An error message ‘503 Service Temporarily Unavailable’ has been received intermittently when updating contact information on the CWDS.CA.GOV site. This issue has been reported and is being worked on.  Updates will be provided when a resolution has been reached.
Action Required
Since this issue is intermittent, we request that you please try again or wait until the issue is resolved.

 

CARES-Live Training Environment Service Offering

To all CWS and Probation Training Coordinators and County Directors
The CWDS Project is excited to provide the Access to the CARES-Live Training Environment’ Service Offering. Statewide rollout of the CARES-Live Training Environment will be July 15, 2020 to August 5, 2020. To request access to the environment Training Coordinators must complete and submit two documents: The Request for CARES-Live Training Environment Access (Exhibit C) and a Questionnaire (Exhibit D). Requests submitted on or before July 15, 2020 are to be sent to OSICWDSTraining@osi.ca.gov to be processed as part of the statewide rollout. Requests submitted after July 15, 2020 are to be submitted to CWS_CustRel@osi.ca.gov and will be processed on an ongoing basis as received.


Action Required: Contact the Implementation Training Team via OSICWDSTraining@osi.ca.gov if you need additional information and have questions.


 

California Department of Technology Service Desk Bulletin – CalCloud Windows Tenant Patching

All County CWS and Probation SPOCs and Technical Contacts:
The California Department of Technology (CDT) has scheduled security patching of the CalCloud Windows servers.  The patching window begins on Friday, June 26, 2020, at 7:00 PM and concludes on Saturday, June 27, 2020, at 06:00 AM.  The patching activity will cause intermittent interruptions in connectivity to the CWDS website (https://cwds.ca.gov), the CWS/CMS website (https://www.hwcws.cahwnet.gov/) and the CWS/CMS Portals website (https://cwscms.osi.ca.gov/) during the patching window.


Action Required
If users experience any issues with the CWDS website (https://cwds.ca.gov), the CWS/CMS website (https://www.hwcws.cahwnet.gov/), or the CWS/CMS Portals website (https://cwscms.osi.ca.gov/) please follow your county process for reporting issues or you may contact the IBM Boulder Help Desk at 1-800-428-8268.

California Department of Technology Service Desk Bulletin – CGEN Vendor Verizon Scheduled Maintenance - RESCHEDULED

UPDATE: The CGEN Vendor Verizon maintenance, originally scheduled for February 10th has been rescheduled. The new maintenance window is Saturday, February 15, 2020, beginning at 12:01 AM and concluding at 11:59 PM. Users at the listed sites will experience four (4) thirty-minute interruptions in connectivity to CWS/CMS and CARES-Live within the scheduled Preventative Maintenance (PM) window.

Remote access (e.g., Server Based Computing [SBC]) to the CWS/CMS application will not be impacted by this scheduled maintenance.

The California Department of Technology (CDT) has scheduled maintenance on Monday, February 10, 2020, beginning at 12:01 AM and concluding at 7:00 AM. Users at the listed sites will experience multiple thirty-minute interruptions in connectivity to CWS/CMS and CARES-Live within the scheduled Preventative Maintenance (PM) window.

Remote access (e.g., Server Based Computing [SBC]) to the CWS/CMS application will not be impacted by this scheduled maintenance.
 

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.

CWS-CARES Users

If users experience any issues with CWS-CARES, please follow your county process for reporting issues or you may contact the CARES Service Desk at 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.

CWS-CARES Scheduled Production Outage – December 11, 2019 7:00PM – 8:00PM

To all SPOC’s and Technical Contact’s:

The California Department of Social Services has scheduled maintenance for LIS that will impact the CWS-CARES application. The maintenance is scheduled for Wednesday, December 11, 2019 from 07:00 PM to 08:00 PM. There will be no access to the CWS-CARES application during the maintenance window.

Action Required

If users experience any issues with CWS-CARES, please follow your county process for reporting issues or you may contact the CARES Service Desk at 1-855-292-3444.