Current Status
Saturday Jul 20, 2024
Current Events
Based on the updated best estimates, roughly 6,500 employees could be impacted by the CrowdStrike outage.
As of 10 a.m. ET, our IT Service Desk technicians are currently listening to and processing employee voicemails left between 7- 8 a.m. ET on Friday, July 19, 2024.
Due to the nature of the issue, our technicians can’t remote into a user’s workstation and remediate. Therefore, the resolution time per employee is ranging between 25 minutes and 35 minutes with an average of 100 requests for service resolved per hour.
At this time there is no agency-wide solution we can deploy to all computers, and we must continue to resolve employee issues on a 1-to-1 basis with employee interaction.
If you are in within 50 miles of USPTO headquarters in Alexandria, you will have an option to come on site to resolve the ongoing global issue at the two designated locations on campus. We will have technical support staff from 8 a.m. until 5 p.m. ET on Monday, July 22.
The locations are as follows:
1. Main campus building (Madison East/West Atrium) right outside of the Public Search Facility
2. Eisenhower Depot 2034 Eisenhower Avenue, Alexandria VA 22134
Note: You must bring your laptop to campus and there will be staff to assist in resolving the issues.
Below are additional details on the inventory of requests as of 10 a.m. ET on Saturday, July 20:
|
Voicemails waiting |
6,133 |
|
Emails waiting |
290 |
|
Incidents (service desk tickets) created so far |
635 |
|
Incidents (service desk tickets) resolved so far |
1144 |
We thank everyone for their assistance as we pivot our intake procedures to voicemail in order to streamline assistance. As we have begun listening to and processing voicemail requests, we have encountered some cases of duplication (multiple voicemail requests from the same employee). We are committed to getting all employees back online as quickly as we can. If you have already called and left a voicemail request, please do not call and leave another one. This will help eliminate the need for technicians to deduplicate requests.
Please stay tuned to the USPTO System 411 blog, where we will provide subsequent updates as more relevant information becomes available. We will publish an update at 4 p.m. ET on Saturday, July 20.
Posted at 12:05PM Jul 20, 2024 in Current Status |