Date & time of incident:
Monday, July 9, 2012 - 10:15
Post date:
Monday, July 9, 2012 - 10:41
Incident Description:
We have observed a few cases where updates made to Snow tickets by support lines are not registered in the ticket and vice versa e-mails from users to update tickets are not registered neither. No error message is displayed and therefore supporters/users might not realize the problem.
Experts are investigating,
Apologies for the inconvenience
Service Element Affected:
Process Application Support
Specific Service detail:
Service-Now
Impact:
Service is degraded
Status:
Resolved
Resolution date:
Mon, Jul 9, 17:30
Posted by:
IT-DI
Unit responsible for resolution:
IT Department
Updates
Update at 17:30
Update at 17:30
All tickets that were affected by the bug have been manually corrected where necessary.
Tickets affected: any ticket where a comment / work note was added via the web interface, email, or web service call between 9:57 and 10:35. When the person writing the text did not realize the problem and wrote it again after 10.35, Service-Now admins have added the corresponding message. Also, tickets resolve in this period did not send e-mail notifications to the caller. Where necessary, Service-Now admins have also triggered the corresponding notification manually.
Update at 11:00:
Update at 11:00:
Updates to Snow tickets either by callers via e-mails or via support lines directly in the tool or via the portal are working again since 10:35
The mails sent by callers while the problem was there (i.e. between 9:57 and 10:35) have been automatically reapplied.
The Snow developers are investigating how to automatically reapply updates performed by the support lines between 9:57 and 10:35.