Date & time of incident:
Friday, November 30, 2012 - 07:30
Post date:
Friday, November 30, 2012 - 10:51
Incident Description:
There are some glitches in the SMTP server of ServiceNow. Due to this issue some mail notifications are not sent or are delayed.
There was only one email not been sent for the last 10 days but the problem is not fully resolved. CERN and ServiceNow experts are investigating the root cause of the problem.
Workaround:
Meanwhile, the CERN experts have implemented monitoring on the unsent mail queue and are handling manually the unsent notifications.
Service Element Affected:
Service Management Service
Specific Service detail:
ServiceNow (Service Desk)
Impact:
Service is degraded
Status:
Resolved
Resolution date:
Mon, Dec 10, 20:00
Posted by:
IT-CF
Unit responsible for resolution:
IT Department
Updates
Update Tuesday 11 December:
Update Tuesday 11 December:
There was only one email not been sent for the last 10 days but the problem is not fully resolved. CERN and ServiceNow experts are investigating the root cause of the problem.
Meanwhile, the CERN experts have implemented monitoring on the unsent mail queue and are handling manually the unsent notifications.
Update Monday 3/12 at 3PM:
Update Monday 3/12 at 3PM:
Since 14 :30, the problem is back and experts are investigating. More news when available.
Update on Monday 3 December
Update on Monday 3 December
The problem still appears occasionally. It seems OK today (Monday 3/12) but there were still few problems during the week-end.
Experts are in contact with ServiceNow and hope that a fix will be deployed tomorrow.