Daily Bulletin - Pilot 3.0 - Monday, April 9

posted Apr 12, 2012, 7:21 PM by Rita Girardi
We will provide daily updates after each major phase of the project until technical issues and support issues return to a moderate level.  Pilot 3.0 (Phase 1 Staff Google Guides and Unit IT Staff, plus some Unit Faculty and Staff) occurred this past weekend.  This email details the pilot activities completed during the first business day of operation.

Pilot Participants
Users migrated/provisioned: 234 / 35
Resources migrated:  2

Migration Summary
Initial mail migration began on Thursday, March 29 and was completed by Thursday, April 5.  Google migration activities for the 269 faculty and staff from numerous departments began at 8:00 pm on Friday, April 6 and was completed by 1:00 am on Saturday, April 7.

Although the migration appeared to complete correctly, it turns out that a large percentage of email was not migrated.  In particular, for many users, email from before early April was not completely migrated.

We have opened a ticket with Google to identify the root cause.  At this point we believe the problem may be related to a Google API outage at the start of the month (when we started migration).

Fortunately, it is fairly easy to correct this problem.  We simply need to re-run migration scripts for the affected users.  We started that process this evening, and should be complete with most migrations by tomorrow morning.  There should be no adverse affects for the users.

Due to this problem, we are unable to report exact migration statistics for this migration.

Support Summary
The number of tickets submitted to the Google Transition Desk are included below:
Saturday, April 7
  • Access: 1
  • Mobile devices: 2
  • Incomplete mail migration: 4
  • General usage: 3
Sunday, April 8
  • Mobile devices: 2
  • Incomplete mail migration: 3
  • General usage: 5
Monday, April 9
  • Access: 5
  • Mobile devices: 7
  • Mail client: 1
  • Conflicting accounts: 2
  • Incomplete mail migration: 45
  • General usage: 8
Seven of the tickets were escalated to Tier 2 and remain assigned / in progress.  
Forty-six of the tickets were escalated to Tier 3 which are currently being worked on.

Student Google Guides and Project Team members were on-site at various locations and times on Monday:  Boyer, Duderstadt Center, Hatcher Graduate Library, and Wolverine Tower. The number of on-site support personnel ranged from one to three depending on the time and location.  Approximately 10 faculty and staff were provided assistance.  One of the Project Team members had an open Google+ hangout for faculty and staff to ask questions and get assistance and two people used this collaboration tool. Some of the Staff Google Guides and Unit IT Staff with multiple migrating faculty and staff also provided assistance at their respective locations.
One University Human Resources executive and her administrative assistant were provided guidance on setting up calendar delegation.
Conclusion
Since there is a major open issue, a Day Two report will be completed on Tuesday.
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