Date & time of incident:
Monday, December 3, 2012 - 14:34
Post date:
Monday, December 3, 2012 - 16:26
Incident Description:
Between 14:34 and 16.14, emails have not been reaching our ServiceNow instance. This means that emails sent to service-desk@cern.ch and other "mailfeeds" were not creating or updating tickets.
Outgoing emails (notifications) have been working properly.
After raising an incident with the ServiceNow company, it seems to have been a problem affecting all their datacenters. The issue has been marked as resolved at 16.15.
The CERN ServiceNow team is now actively verifying and monitoring that incoming emails sent between 14:34 and 16.14 are reaching our ServiceNow instance.
Service Element Affected:
Workflow Development Service
Specific Service detail:
ServiceNow
Impact:
Service is degraded
Status:
Resolved
Resolution date:
Mon, Dec 3, 17:30
Posted by:
IT-CF
Unit responsible for resolution:
IT Department
Updates
At 17.30 we have finished
At 17.30 we have finished verifying all the emails that were sent to our ServiceNow instance between 14:34 and 16.14.
5 of them had not yet reached our ServiceNow instance. We have therefore manually re-sent them so that the tickets are updated without further delay. The others have been reaching the ServiceNow instance gradually after 16:14 by themselves.