Notices

CWS-CARES Client Search Issue

To all SPOCs and Technical Contacts:

CWS-CARES is experiencing issues with respect to searching for clients in CANS and Snapshot. As of 7:30pm Tuesday, July 02, 2019 CWS- CARES is no longer receiving updates from CWS/CMS to client search records. This impacts CANS and Snapshot client search functionality only.

CARES users can continue to use the CANS assessment feature for those clients that they have already begun assessments. However, starting any new assessment should not be initiated for any new clients due to this issue.

The resolution of this issue is planned to be implemented tonight, July 5, 2019, completed by 8:00 PM. We will provide updates as they are received.

Action Required

CWS-CARES users are advised to not use the CANS and Snapshot client search functionality until the issue has been resolved.

 

CWS-CARES Scheduled Maintenance on July 1, 2019 06:00 PM- 09:00 PM

To all SPOCs and Technical Contacts:

The CWS-CARES team has scheduled maintenance to the CWS-CARES application. The maintenance is scheduled for Monday, July 1st, 2019 from 6:00 PM to 9:00 PM. During this scheduled maintenance the CWS-CARES team will focus on application maintenance changes that are not visible to CWS-CARES users. 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 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 July 7, 2019| 5:00 AM-6:00 AM

To all CWS and Probation SPOCs and Technical Contacts:

The California Department of Technology (CDT) has scheduled network maintenance on Sunday, July 7, 2019. The Preventative Maintenance (PM) window begins at 5:00 AM and concludes at 6:00 AM. The following public-facing Child Welfare Digital Services (CWDS) websites may experience a fifteen-minute interruption in connectivity within the PM window:

https://cwscms.osi.ca.gov/

https://cwds.ca.gov/

https://www.hwcws.cahwnet.gov/

 

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.

 

California Department of Technology Service Desk Bulletin – Network Maintenance

To all SPOC’s and Technical Contacts:

The California Department of Technology (CDT) has scheduled network maintenance on Sunday, June 23, 2019. The Preventative Maintenance (PM) window begins at 5:00 AM and concludes at 6:00 AM. The following public-facing Child Welfare Digital Services (CWDS) websites may experience a five-minute interruption in connectivity within the PM window:

https://cwscms.osi.ca.gov/

https://cwds.ca.gov/

https://www.hwcws.cahwnet.gov/

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 CWS-CARES Service Desk at 1-855-292-3444.

New CWS-CARES Service Desk Hours – Monday – Friday 8:00 a.m. to 5:00 p.m.

To all County CWS SPOCs, CWS Technical Contacts:

Effective July 1, 2019 the CWS-CARES Service Desk hours will change from 24/7/365 support desk to Monday – Friday 8:00 a.m. – 5:00 p.m., excluding state holidays. The change in hours is a result of minimal service desk support call/ticket volume( 2% of service desk calls within the past year) during afterhours and weekends. As communicated to counties in various county forums, over the next six months, the CWDS team will transition from the custom development of CARES to the development of CARES using a CRM based application within a Platform as a Service. Over the next six months, the CWDS Project will be procuring a system integration vendor and obtaining licenses for the selected platform. During that time, counties will continue to assist with CARES business requirements through the continued refinement of the product blueprint. Reestablishing the Service Desk extended hours of support for future CARES development activities will be reevaluated when CARES implementation planning under the new development model indicate that the support will be needed.

During non-working CWS-CARES Service Desk hours the counties may email the CWS-CARES Service Desk at Servicedesk@cwds.ca.gov and a CWS-CARES service desk representative will contact you the next business day. Please note, if you call the service desk during non-working hours, you will be prompted to email or call back during business hours.

Action Required

Email the CWS-CARES Service Desk for any after hour support needs at Servicedesk@cwds.ca.gov and a Service Desk representative will contact you the next business day.

California Department of Technology Service Desk Bulletin – Network Maintenance

To all SPOC’s and Technical Contacts:

The California Department of Technology (CDT) has scheduled network maintenance on Sunday, June 16, 2019. The Preventative Maintenance (PM) window begins at 5:00 AM and concludes at 6:00 AM. The following public-facing Child Welfare Digital Services (CWDS) websites may experience a five-minute interruption in connectivity within the PM window:

https://cwscms.osi.ca.gov/

https://cwds.ca.gov/

https://www.hwcws.cahwnet.gov/
 

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 CWS-CARES Service Desk at 1-855-292-3444.

CWS-CARES Scheduled Maintenance on June 12, 2019| 5:00 PM - 6:30 PM

To all SPOC’s and Technical Contacts:

CDSS will be performing updates on LIS servers that will impact CARES Facility Search & Profile. The work is expected to begin at 5:00pm on Wednesday, June 12, 2019 and conclude at 06:30pm. During this time, users will not have access to the Facility Search & Profile tool, but can use other CWS-CARES features (e.g., CANS).

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.

CWS-CARES Scheduled Maintenance on June 16, 2019| 07:30 PM – 09:30 PM

To all SPOC’s and Technical Contacts:

The CWS-CARES team has scheduled maintenance to the CWS-CARES application. The maintenance is scheduled for Sunday, June 16th, 2019 from 7:30 PM to 9:30 PM. During this scheduled maintenance the CWS-CARES team will focus on application maintenance changes that are not visible to CWS-CARES users. 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.

CWS-CARES Facility Search Issue- UPDATED

To: All SPOCs and Technical Contacts

UPDATED – The issue CWS-CARES users were experiencing when accessing Facility Search has been resolved. Users should no longer receive the error message. 

The Child Welfare Digital Services (CWDS) Office has become aware of an issue when CARES users are using Facility Search. Search results are returned, however if the user attempts to click on the home to obtain detailed information they received the following error message “Type: unexpected_exception. There was an error processing your request. It has been logged with unique incident id. An exception occurred: Socket closed.” The CWDS Office is actively working with the California Department of Social Services (CDSS) to resolve this issue.  

There is currently no ETA of resolution of this issue.  We will provide updates as soon as they become available.

Action Required
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.

 

CWS-CARES Scheduled Maintenance on June 9, 2019| 07:30 PM – 09:30 PM

To all SPOC’s and Technical Contacts:

The CWS-CARES team has scheduled maintenance to the CWS-CARES application. The maintenance is scheduled for Sunday, June 9, 2019 from 07:30PM to 09:30PM. During this scheduled maintenance the CWS-CARES team will focus on application maintenance changes. During the maintenance window, CWS-CARES will be available to users. However, Client search won't work while accessing Intake (Snapshot) and CANS. Users will see an error message as banner "Something went wrong, sorry! Please try your last action again."

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.