tag:spiceworks1.statuspage.io,2005:/historySpiceworks Status - Incident History2024-03-20T15:26:46-05:00Spiceworkstag:spiceworks1.statuspage.io,2005:Incident/200917682024-03-01T19:34:15-06:002024-03-01T19:34:15-06:00Community platform migration<p><small>Mar <var data-var='date'> 1</var>, <var data-var='time'>19:34</var> CST</small><br><strong>Completed</strong> - The migration is complete and the site is available to everyone again. Over the next two days there will be various rollout processes finishing, but the site is ready to use. <br /><br />Your earned badges are reprocessing and should be updated by end of weekend. Likely the only other noticeable pending change is that we will not allow the site to generate emails until 10:30 AM CST on Saturday, March 2nd. Once this change has happened, you will notice the "outgoing email" blue banner disappear.</p><p><small>Feb <var data-var='date'>29</var>, <var data-var='time'>18:00</var> CST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Feb <var data-var='date'>27</var>, <var data-var='time'>16:32</var> CST</small><br><strong>Scheduled</strong> - Starting at 6 PM CST on Thursday, February 29th, the Spiceworks Community will be put in maintenance. The community website will not be accessible until we fully migrate to our new platform. We anticipate this downtime to be up to 48 hours as we will perform and evaluate the site migration. During this timeframe, we may have periods where the site is publicly accessible but then goes back into maintenance mode.<br /><br />This downtime should not affect the core experiences for Spiceworks Cloud Help Desk (CHD) or Spiceworks News & Insights.<br /><br />We appreciate your patience and understanding.</p>tag:spiceworks1.statuspage.io,2005:Incident/200425402024-02-23T11:00:56-06:002024-02-23T11:00:56-06:00Push Notification Service Interruption for Spiceworks Community & Cloud Help Desk<p><small>Feb <var data-var='date'>23</var>, <var data-var='time'>11:00</var> CST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Feb <var data-var='date'>23</var>, <var data-var='time'>09:00</var> CST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Feb <var data-var='date'>21</var>, <var data-var='time'>17:17</var> CST</small><br><strong>Scheduled</strong> - This maintenance period is specifically related to Spiceworks "push notification services" and will not involve total outages of the Community or Cloud Help Desk products. During this period we will temporarily take the push notifications service offline.<br /><br />We will be evaluating the impact to the Cloud Help Desk, where we do not anticipate any interruption in service for push notifications. On the other hand, the existing Community will experience some unexpected push notification behavior during this maintenance period (ex. repeat spice-up notifications).<br /><br />More broadly, this test is a part of our preparations for the launch of the new Community and associated transition of various services (like push notifications service) which are tightly coupled with the existing Community.</p>tag:spiceworks1.statuspage.io,2005:Incident/198620472024-02-01T17:39:28-06:002024-02-01T17:39:28-06:00Cloud Help Desk Maintenance on Feb 1, 2023<p><small>Feb <var data-var='date'> 1</var>, <var data-var='time'>17:39</var> CST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Feb <var data-var='date'> 1</var>, <var data-var='time'>17:16</var> CST</small><br><strong>Verifying</strong> - Verification is currently underway for the maintenance items.</p><p><small>Feb <var data-var='date'> 1</var>, <var data-var='time'>17:00</var> CST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Feb <var data-var='date'> 1</var>, <var data-var='time'>16:32</var> CST</small><br><strong>Update</strong> - Maintenance will begin as scheduled in approx. 30 minutes.</p><p><small>Jan <var data-var='date'>29</var>, <var data-var='time'>17:00</var> CST</small><br><strong>Scheduled</strong> - The Cloud Help Desk will have a maintenance outage during this period for a fix to resolve issues with handling import job processing. See additional details: https://status.spiceworks.com/incidents/h70jvb4yhtwz<br /><br />While CHD may be inaccessible during this maintenance period, no data will be lost, and inbound emails will be processed either during or immediately after the maintenance period has concluded.<br /><br />To stay up-to-date with our progress or any changes, subscribe and keep an eye on our Status Page.<br /><br />We appreciate your patience and understanding.</p>tag:spiceworks1.statuspage.io,2005:Incident/198404232024-02-01T17:39:23-06:002024-02-01T17:39:23-06:00Cloud Help Desk: Ticket Bulk/File Import Unavailable<p><small>Feb <var data-var='date'> 1</var>, <var data-var='time'>17:39</var> CST</small><br><strong>Resolved</strong> - With the fix released during this (https://status.spiceworks.com/incidents/c32mg0pxf7lz) maintenance outage, this issue is resolved.</p><p><small>Jan <var data-var='date'>26</var>, <var data-var='time'>13:33</var> CST</small><br><strong>Investigating</strong> - The ability to import a json file to bulk create tickets is not currently working. Import file uploads are successful, but the processing of the file to create tickets and users is not working. (Note the impact is limited to the bulk import feature, typically only used as a part of initial account set up, when migrating to the Cloud Help Desk.)</p>tag:spiceworks1.statuspage.io,2005:Incident/197442282024-01-22T17:41:00-06:002024-01-22T17:50:07-06:00Cloud Help Desk Maintenance on Jan 22, 2023<p><small>Jan <var data-var='date'>22</var>, <var data-var='time'>17:41</var> CST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed. Release notes here: https://community.spiceworks.com/blogs/help-desk-cloud-edition-release-notes/4127-cloud-help-desk-backend-upgrade</p><p><small>Jan <var data-var='date'>22</var>, <var data-var='time'>17:26</var> CST</small><br><strong>Verifying</strong> - Verification is currently underway for the maintenance items.</p><p><small>Jan <var data-var='date'>22</var>, <var data-var='time'>17:01</var> CST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Jan <var data-var='date'>17</var>, <var data-var='time'>16:50</var> CST</small><br><strong>Scheduled</strong> - The Cloud Help Desk will have a maintenance outage during this period for a backend component upgrade.<br /><br />While CHD may be inaccessible during this maintenance period, no data will be lost, and inbound emails will be processed either during or immediately after the maintenance period has concluded.<br /><br />To stay up-to-date with our progress or any changes, subscribe and keep an eye on our Status Page.<br /><br />We appreciate your patience and understanding.</p>tag:spiceworks1.statuspage.io,2005:Incident/193352192023-12-05T12:49:51-06:002023-12-05T12:49:51-06:00Cloud help desk Portal - Cannot submit tickets<p><small>Dec <var data-var='date'> 5</var>, <var data-var='time'>12:49</var> CST</small><br><strong>Resolved</strong> - Reports back from folks affected show the rollback was effective and portal ticket submission is now working normally. If you are still experiencing issues submitting tickets from the end user portal, please let us know at support@spiceworks.com</p><p><small>Dec <var data-var='date'> 5</var>, <var data-var='time'>11:10</var> CST</small><br><strong>Monitoring</strong> - A code change has been rolled out and we're asking affected users to test portal ticket submission once more. Let us know at support@spiceworks.com if you're still seeing the issue.</p><p><small>Dec <var data-var='date'> 5</var>, <var data-var='time'>09:34</var> CST</small><br><strong>Investigating</strong> - We're looking into reports that tickets cannot be submitted on the end user portal.</p>tag:spiceworks1.statuspage.io,2005:Incident/192518082023-12-02T11:21:45-06:002023-12-02T11:21:45-06:00Inventory online, Connectivity Dashboard, Contracts: Backend maintenance outage<p><small>Dec <var data-var='date'> 2</var>, <var data-var='time'>11:21</var> CST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Dec <var data-var='date'> 2</var>, <var data-var='time'>11:13</var> CST</small><br><strong>Verifying</strong> - Verification is currently underway for the maintenance items.</p><p><small>Dec <var data-var='date'> 2</var>, <var data-var='time'>10:00</var> CST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Nov <var data-var='date'>30</var>, <var data-var='time'>11:49</var> CST</small><br><strong>Scheduled</strong> - Starting at approximately 10 AM CST (4 PM UTC) on Saturday Dec 2, 2023, we will perform maintenance on the Spiceworks Inventory online, Connectivity Dashboard, and Contracts apps. We anticipate this downtime to take no more than 2 hours and maintenance should end no later than 12 PM CST (6 PM UTC).<br /><br />This maintenance period will be used to perform a routine backend upgrade. We will take the backend for Inventory online, Connectivity Dashboard, and Contracts apps offline for an upgrade. During this time, the page will load but your data will not appear (devices, contracts, software).</p>tag:spiceworks1.statuspage.io,2005:Incident/190044742023-11-13T23:14:11-06:002023-11-13T23:14:11-06:00Cloud Help Desk Maintenance on Nov 13, 2023<p><small>Nov <var data-var='date'>13</var>, <var data-var='time'>23:14</var> CST</small><br><strong>Completed</strong> - The maintenance period is now ended and the Knowledge Base is accessible, again, for all users. <br /><br />Check the Cloud Help Desk release notes for details: https://community.spiceworks.com/blogs/help-desk-cloud-edition-release-notes/4112-cloud-help-desk-upcoming-changes-to-the-knowledge-base</p><p><small>Nov <var data-var='date'>13</var>, <var data-var='time'>17:11</var> CST</small><br><strong>Update</strong> - The downtime period of this maintenance is now over, and Cloud Help Desk is accessible again for all users. During the remainder of this maintenance period, the Knowledge Base will be inaccessible while the other areas of Cloud Help Desk are usable. <br /><br />We will update here when the maintenance is complete and the Knowledge Base is available again.</p><p><small>Nov <var data-var='date'>13</var>, <var data-var='time'>17:02</var> CST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Nov <var data-var='date'> 8</var>, <var data-var='time'>15:35</var> CST</small><br><strong>Update</strong> - We've made adjustments to the timing (moved to Nov 13) and to the changes we will be making - check the updates on the same announcement post (https://community.spiceworks.com/blogs/help-desk-cloud-edition-release-notes/4112-cloud-help-desk-upcoming-changes-to-the-knowledge-base).</p><p><small>Nov <var data-var='date'>13</var>, <var data-var='time'>17:00</var> CST</small><br><strong>Scheduled</strong> - The Cloud Help Desk will have a maintenance outage during this period for data migration related to the Knowledge Base feature. For details see the release notes post: https://community.spiceworks.com/blogs/help-desk-cloud-edition-release-notes/4112-cloud-help-desk-upcoming-changes-to-the-knowledge-base<br /><br />While CHD may be inaccessible during this maintenance period, no data will be lost, and inbound emails will be processed either during or immediately after the maintenance period has concluded.<br /><br />This scheduled time slot is tentative for now - to keep up-to-date with our progress or any changes, subscribe and keep an eye on our Status Page.<br /><br />We appreciate your patience and understanding.</p>tag:spiceworks1.statuspage.io,2005:Incident/187004112023-10-09T18:00:18-05:002023-10-09T18:00:19-05:00Cloud Help Desk Maintenance on Oct 9, 2023<p><small>Oct <var data-var='date'> 9</var>, <var data-var='time'>18:00</var> CDT</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Oct <var data-var='date'> 9</var>, <var data-var='time'>17:05</var> CDT</small><br><strong>Verifying</strong> - Verification is currently underway for the maintenance items.</p><p><small>Oct <var data-var='date'> 9</var>, <var data-var='time'>17:01</var> CDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Oct <var data-var='date'> 5</var>, <var data-var='time'>11:29</var> CDT</small><br><strong>Scheduled</strong> - Starting at approximately 5 PM CDT (10 PM UTC) on Monday Oct 9, 2023, we will perform maintenance on the Spiceworks Cloud Help Desk (CHD). We anticipate this downtime to take no more than 1 hour and maintenance should end no later than 6 PM CDT (11 PM UTC). This outage may be as short as a few minutes.<br /><br />This maintenance period will be used to perform a routine data clean up related to our web frontend upgrade efforts.<br /><br />While CHD may be inaccessible during this maintenance period, no data will be lost, and inbound emails will be processed either during or immediately after the maintenance period has concluded.<br /><br />To keep up-to-date with our progress or any changes, keep an eye here on our Status Page.<br /><br />We appreciate your patience and understanding.</p>tag:spiceworks1.statuspage.io,2005:Incident/184945022023-09-13T17:35:46-05:002023-09-13T17:35:46-05:00Cloud Help Desk - Email delays<p><small>Sep <var data-var='date'>13</var>, <var data-var='time'>17:35</var> CDT</small><br><strong>Resolved</strong> - Nearly all of our previously delayed automated tests have now delivered, indicating we are nearly fully caught up with delivery of inbound emails. There are no indications of ongoing delays of new emails. We will continue monitoring to confirm there are no further delays.</p><p><small>Sep <var data-var='date'>13</var>, <var data-var='time'>17:11</var> CDT</small><br><strong>Update</strong> - Inbound emails to Cloud Help Desk that were sent over approx. the past 30 minutes are delivering normally, without delay. Emails that were sent between approx. 19:52 and 21:40 UTC are continuing to sporadically be delayed in delivery to Cloud Help Desk. We are monitoring while working with our ESP on identifying the cause.</p><p><small>Sep <var data-var='date'>13</var>, <var data-var='time'>16:48</var> CDT</small><br><strong>Investigating</strong> - We've received automated alerts and reports from users who are seeing delays with receiving new ticket and ticket comment updates via email. We are actively investigating the issue with inbound email to the Cloud Help Desk and we'll provide updates as available.</p>tag:spiceworks1.statuspage.io,2005:Incident/182730442023-08-26T17:08:12-05:002023-08-26T17:08:12-05:00Spiceworks Community - High Latency/Site Inaccessible<p><small>Aug <var data-var='date'>26</var>, <var data-var='time'>17:08</var> CDT</small><br><strong>Resolved</strong> - There have been no further issues and the site has been responsive and stable following the mentioned partial outage time period.</p><p><small>Aug <var data-var='date'>26</var>, <var data-var='time'>12:35</var> CDT</small><br><strong>Monitoring</strong> - During the time period Aug 26, 2023 09:00 - 11:00 CDT (14:00-16:00 UTC) the Community experienced periods of partial outage resulting in the inability to load pages consistently for all visitors. During this time period inbound automated traffic was generating unusually high load in specific areas of the Community service, resulting in these periods of unavailability. Mitigations have been implemented. We will be monitoring to ensure stability.</p><p><small>Aug <var data-var='date'>26</var>, <var data-var='time'>11:11</var> CDT</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>Aug <var data-var='date'>26</var>, <var data-var='time'>10:27</var> CDT</small><br><strong>Investigating</strong> - We are currently investigating this issue.</p>tag:spiceworks1.statuspage.io,2005:Incident/181758102023-08-19T14:18:28-05:002023-08-19T14:18:28-05:00Cloud Help Desk Maintenance on Aug 19, 2023<p><small>Aug <var data-var='date'>19</var>, <var data-var='time'>14:18</var> CDT</small><br><strong>Completed</strong> - The Cloud Help Desk is fully operational and the maintenance period is concluded. We will continue monitoring to confirm, especially as typical usage increases Monday morning. Some emails sent during the outage period may be delayed and continue to trickle in over the coming hours. It is atypical for our maintenance outages, but today there is a chance some inbound emails sent during the outage period may not generate tickets or ticket comments. As a result, they may need to be resent.</p><p><small>Aug <var data-var='date'>19</var>, <var data-var='time'>14:04</var> CDT</small><br><strong>Update</strong> - Background job latency has resolved. Web frontend also continues to be highly responsive. We are monitoring to confirm overall stability.</p><p><small>Aug <var data-var='date'>19</var>, <var data-var='time'>13:25</var> CDT</small><br><strong>Update</strong> - The app is more responsive now, but we are continuing to actively resolve background job latency issues. You can access the Cloud Help Desk via browser, but you will likely see email delays until we fully resolve. We will continue to provide updates. The estimated outage period has been extended - we will remain active until fully stabilized.</p><p><small>Aug <var data-var='date'>19</var>, <var data-var='time'>12:06</var> CDT</small><br><strong>Update</strong> - We have approx. 30 minutes remaining before the end of the initially estimated outage time period. We are actively working to verify the upgrade. The estimated outage period has been extended by 1 hour to 1:30 PM CDT (18:30 UTC).</p><p><small>Aug <var data-var='date'>19</var>, <var data-var='time'>11:25</var> CDT</small><br><strong>Update</strong> - The app has been put back into maintenance mode while we continue bringing it back online following the upgrade.</p><p><small>Aug <var data-var='date'>19</var>, <var data-var='time'>10:55</var> CDT</small><br><strong>Verifying</strong> - Verification is currently underway for the maintenance items.</p><p><small>Aug <var data-var='date'>19</var>, <var data-var='time'>10:01</var> CDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Aug <var data-var='date'>17</var>, <var data-var='time'>12:25</var> CDT</small><br><strong>Scheduled</strong> - Starting at approximately 10 AM CDT (3 PM UTC) on Saturday Aug 19, 2023, we will perform maintenance on the Spiceworks Cloud Help Desk (CHD). We anticipate this downtime to take no more than 2.5 hours and maintenance should end no later than 12:30 PM CDT (5:30 PM UTC).<br /><br />This maintenance period will be used to perform a routine backend upgrade.<br /><br />While CHD may be inaccessible during this maintenance period, no data will be lost, and inbound emails will be processed either during or immediately after the maintenance period has concluded.<br /><br />To keep up-to-date with our progress or any changes, keep an eye here on our Status Page.<br /><br />We appreciate your patience and understanding.</p>tag:spiceworks1.statuspage.io,2005:Incident/181065392023-08-10T17:34:36-05:002023-08-10T17:34:36-05:00Cloud Help Desk Maintenance on Aug 10, 2023<p><small>Aug <var data-var='date'>10</var>, <var data-var='time'>17:34</var> CDT</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Aug <var data-var='date'>10</var>, <var data-var='time'>17:15</var> CDT</small><br><strong>Verifying</strong> - Verification is currently underway for the maintenance items.</p><p><small>Aug <var data-var='date'>10</var>, <var data-var='time'>17:00</var> CDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Aug <var data-var='date'>10</var>, <var data-var='time'>10:11</var> CDT</small><br><strong>Scheduled</strong> - Starting at approximately 5 PM CDT on Aug 10, 2023 (10 PM UTC), we will perform maintenance on the Spiceworks Cloud Help Desk (CHD). We anticipate this downtime to take no more than 90 minutes and maintenance should end no later than 6:30 PM CDT (11:30 PM UTC).<br /><br />During this maintenance we will make changes to the database to prepare for two new features we plan to release soon.<br /><br />While CHD may be inaccessible during this maintenance period, no data will be lost, and inbound emails will be processed either during or immediately after the maintenance period has concluded.<br /><br />To keep up-to-date with our progress or any changes, keep an eye here on our Status Page.<br /><br />We appreciate your patience and understanding.</p>tag:spiceworks1.statuspage.io,2005:Incident/178359282023-07-13T17:43:31-05:002023-07-13T17:43:31-05:00Cloud Help Desk Maintenance on Jul 13, 2023<p><small>Jul <var data-var='date'>13</var>, <var data-var='time'>17:43</var> CDT</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Jul <var data-var='date'>13</var>, <var data-var='time'>17:31</var> CDT</small><br><strong>Verifying</strong> - Verification is currently underway for the maintenance items.</p><p><small>Jul <var data-var='date'>13</var>, <var data-var='time'>17:01</var> CDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Jul <var data-var='date'>12</var>, <var data-var='time'>11:47</var> CDT</small><br><strong>Scheduled</strong> - Starting at approximately 5 PM CDT on Jul 13, 2023 (Jul 14, 12 AM UTC), we will perform maintenance on the Spiceworks Cloud Help Desk (CHD). We anticipate this downtime to take no more than 90 minutes and maintenance should end no later than 6:30 PM CDT (Jul 14, 1:30 AM UTC).<br /><br />During this maintenance we will make changes to the database to prepare for a new feature we plan to release soon.<br /><br />While CHD may be inaccessible during this maintenance period, no data will be lost, and inbound emails will be processed either during or immediately after the maintenance period has concluded.<br /><br />To keep up-to-date with our progress or any changes, keep an eye here on our Status Page.<br /><br />We appreciate your patience and understanding.</p>tag:spiceworks1.statuspage.io,2005:Incident/177821962023-07-07T06:33:47-05:002023-08-26T17:08:52-05:00Cloud Help Desk - Error message trying to access tickets/log in<p><small>Jul <var data-var='date'> 7</var>, <var data-var='time'>06:33</var> CDT</small><br><strong>Resolved</strong> - No further reports of this overnight, please contact support@spiceworks.com if you're experiencing this issue.</p><p><small>Jul <var data-var='date'> 6</var>, <var data-var='time'>13:33</var> CDT</small><br><strong>Monitoring</strong> - We believe this was caused by a temporary issue at a data center for our web application firewall. If you're still seeing this issue, please let us know at support@spiceworks.com</p><p><small>Jul <var data-var='date'> 6</var>, <var data-var='time'>12:20</var> CDT</small><br><strong>Investigating</strong> - We're seeing some reports of folks unable to log in to their cloud help desk. The development team have been notified and are investigating the cause.</p>tag:spiceworks1.statuspage.io,2005:Incident/175482542023-06-12T16:07:54-05:002023-06-12T16:07:54-05:00Cloud Inventory - Pages not loading, cannot add devices or start scans<p><small>Jun <var data-var='date'>12</var>, <var data-var='time'>16:07</var> CDT</small><br><strong>Resolved</strong> - Our monitoring indicates the system has been stable since the deploy approx. 3 hours ago. Please report any new instances of this issue to our Support team.</p><p><small>Jun <var data-var='date'>12</var>, <var data-var='time'>13:11</var> CDT</small><br><strong>Monitoring</strong> - The system has rapidly stabilized following the deploy. We are actively monitoring.</p><p><small>Jun <var data-var='date'>12</var>, <var data-var='time'>13:01</var> CDT</small><br><strong>Update</strong> - We are deploying a change related to system capacity and will monitor the impact.</p><p><small>Jun <var data-var='date'>12</var>, <var data-var='time'>09:38</var> CDT</small><br><strong>Investigating</strong> - We are actively investigating this issue.</p>tag:spiceworks1.statuspage.io,2005:Incident/174432122023-06-02T14:53:44-05:002023-06-02T14:53:44-05:00Cloud Inventory - Pages not loading, cannot add devices or start scans<p><small>Jun <var data-var='date'> 2</var>, <var data-var='time'>14:53</var> CDT</small><br><strong>Resolved</strong> - Affected folks have let us know that they are no longer seeing the issue, so we believe the fix to be effective. Contact support@spiceworks.com if you're still seeing issues loading cloud inventory pages.</p><p><small>Jun <var data-var='date'> 1</var>, <var data-var='time'>15:15</var> CDT</small><br><strong>Monitoring</strong> - A fix has been implemented. We're monitoring to ensure this has resolved the issue.</p><p><small>Jun <var data-var='date'> 1</var>, <var data-var='time'>09:14</var> CDT</small><br><strong>Investigating</strong> - Reports of this yesterday we're attributed to a database load issue which was rectified. We're still seeing some reports of users affected by their inventory not loading.<br /><br />The development team is investigating the issue as a priority.</p>tag:spiceworks1.statuspage.io,2005:Incident/167612232023-05-24T10:32:44-05:002023-08-26T17:09:14-05:00Cloud Help Desk - Email not creating tickets - Tracking shows delivered<p><small>May <var data-var='date'>24</var>, <var data-var='time'>10:32</var> CDT</small><br><strong>Resolved</strong> - Our documentation originally recommended redirecting mail, which intermittently loses the cloud help desk email address and causes missing tickets. <br /><br />Changing this rule to CC the cloud help desk ensures the headers always contain the required information. The documentation has been updated to reflect this change https://community.spiceworks.com/support/help-desk-cloud-edition/troubleshooting/forwarding-email</p><p><small>Apr <var data-var='date'>13</var>, <var data-var='time'>09:20</var> CDT</small><br><strong>Update</strong> - A potential fix exists for users of O365, discovered by a user:<br /><br />- Sign in to the Office 365 admin center as an admin.<br />- Go to the Exchange admin center by clicking on Admin centers > Exchange.<br />- go to Recipients > Contacts<br />- Click + Add a contact<br />- Email: Enter your Spiceworks ORG helpdesk email address<br />- In the Exchange admin center, click on Mail flow in the left-hand menu.<br />- Click the plus (+) icon and select Create a new rule.<br />- In the New rule window, give the rule a name and description.<br />- Under Apply this rule if..., enter your internal help desk address<br />- Under Do the following..., choose CC the message to > addresses and type in the newly created contact<br />- Click Save to create the rule.<br /><br />**This should take the place of any existing Spiceworks-related Redirect rules. If those are in place, disable them temporarily while you determine whether the above resolve the issue for you.**</p><p><small>Apr <var data-var='date'> 5</var>, <var data-var='time'>11:25</var> CDT</small><br><strong>Investigating</strong> - We have reports that mail delivered successfully to our servers is not creating tickets. <br /><br />It primarily occurs when forwarding/redirecting is used and the header data intermittently doesn't contain the orgname.on.spiceworks.com address to correctly route the email. The development team is looking into solutions for this.<br /><br />The workaround in the meantime is to send mail directly to your help@orgname.on.spiceworks.com address or have users submit tickets via the end user portal.</p>tag:spiceworks1.statuspage.io,2005:Incident/173300032023-05-22T10:18:57-05:002023-05-22T10:18:57-05:00LIMITED REACH: Issues accessing Community and/or CHD.<p><small>May <var data-var='date'>22</var>, <var data-var='time'>10:18</var> CDT</small><br><strong>Resolved</strong> - A fix has been implemented and traffic has been restored to the data center.</p><p><small>May <var data-var='date'>22</var>, <var data-var='time'>09:44</var> CDT</small><br><strong>Identified</strong> - Our CDN has identified an issue in their New York (NYC) data center. Traffic is being rerouted through an alternate data center in the region. You may encounter some latency for the duration of time that the reroute is in place. We'll update this page when they give the all-clear.</p><p><small>May <var data-var='date'>22</var>, <var data-var='time'>09:33</var> CDT</small><br><strong>Investigating</strong> - An Imperva issue is causing periodic issues accessing the Community and/or the Cloud Help Desk. This is being investigated.</p>tag:spiceworks1.statuspage.io,2005:Incident/167117512023-04-18T14:48:27-05:002023-04-18T14:48:27-05:00Cloud Help Desk - Ticket imports failing<p><small>Apr <var data-var='date'>18</var>, <var data-var='time'>14:48</var> CDT</small><br><strong>Resolved</strong> - Imports with greater than 5000 tickets are failing, even when under the documented file size limit. The main use for this feature is to import from the legacy help desk which was discontinued in 2021. Due to this, further development time cannot be committed to fully address this issue.<br /><br />A workaround reported by some users has been to split up the import file. A bash script that can be used for this purpose can be found at https://community.spiceworks.com/scripts/show/5263-spiceworks-json-export-file-splitter<br /><br />You can use your own method for splitting the file, though note that the following json arrays need to be present in order for every file:<br /><br />sites<br />custom_attributes<br />inventory_ticket_relations<br />tickets <br />users <br /><br />When you have the split files, head over to the Cloud Help Desk Setting page:<br />Select Import/export tickets<br />Choose the first file to upload e.g. split_export_1.json<br />Ensure "Keep the same ticket numbers" is not selected<br />Click "Continue import"<br />Check the import log link to see the progress of the import<br />Once the import is complete you can add the next file in the same manner<br />Keep adding files until you have imported all of your tickets</p><p><small>Mar <var data-var='date'>31</var>, <var data-var='time'>12:56</var> CDT</small><br><strong>Investigating</strong> - We're getting reports of ticket import jobs failing. The development team is looking into the cause.<br /><br />Failing imports are unlikely to succeed until this issue is resolved or a workaround found, so we recommend not retrying the same data if your initial import fails to complete. A new import with a smaller subset of tickets may be successful in the meantime.</p>tag:spiceworks1.statuspage.io,2005:Incident/167393292023-04-12T15:19:03-05:002023-04-12T15:19:03-05:00Cloud Help Desk - Power BI reporting connector login issue<p><small>Apr <var data-var='date'>12</var>, <var data-var='time'>15:19</var> CDT</small><br><strong>Resolved</strong> - Setting Power BI to use a default web browser has resolved the login issue for users who raised support ticket. We recommend this as the standard configuration going forward.<br />In Power BI, go to File > Options And Settings > Options > Security > Scroll down to "Authentication Browser" > Enable "Use my default browser".</p><p><small>Apr <var data-var='date'> 3</var>, <var data-var='time'>14:31</var> CDT</small><br><strong>Update</strong> - Dave4564 on the community shared a workaround for those folks not getting the login box or being unable to delete old credentials:<br />In Power BI, go to File > Options And Settings > Options > Security > Scroll down to "Authentication Browser" > Enable "Use my default browser"<br /><br />When you try to refresh the data now, the login should open up in a browser window and allow you to log in.</p><p><small>Apr <var data-var='date'> 3</var>, <var data-var='time'>12:23</var> CDT</small><br><strong>Investigating</strong> - We are investigating reports that in some cases the Power BI connector is no longer able to log in to retrieve reporting information.</p>tag:spiceworks1.statuspage.io,2005:Incident/166796692023-03-29T17:11:22-05:002023-03-29T17:11:22-05:00Cloud Help Desk Maintenance on Mar 29, 2023<p><small>Mar <var data-var='date'>29</var>, <var data-var='time'>17:11</var> CDT</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Mar <var data-var='date'>29</var>, <var data-var='time'>17:02</var> CDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Mar <var data-var='date'>29</var>, <var data-var='time'>09:28</var> CDT</small><br><strong>Update</strong> - Updated this maintenance window's timeframe to 1 hour with no change to the start time. Ideally today's actual outage period is still very short, but we are adding some extra buffer in order to validate some operational changes to how we manage maintenance outages.</p><p><small>Mar <var data-var='date'>28</var>, <var data-var='time'>14:45</var> CDT</small><br><strong>Scheduled</strong> - Starting at approximately 5 PM CDT (11 PM UTC) on Mar 29, 2022, we will perform maintenance on the Spiceworks Cloud Help Desk (CHD). We anticipate this downtime to take no more than 30 minutes and maintenance should end no later than 5:30 PM CDT (11:30 PM UTC).<br /><br />During this maintenance we will perform a periodic database clean up relating to inbound email logging. Some aspects of typical CHD usage may be more performant following this maintenance period.<br /><br />While CHD may be inaccessible during this maintenance period, no data will be lost, and inbound emails will be processed either during or immediately after the maintenance period has concluded.<br /><br />To keep up-to-date with our progress or any changes, keep an eye here on our Status Page.<br /><br />We appreciate your patience and understanding.</p>tag:spiceworks1.statuspage.io,2005:Incident/166071062023-03-24T14:59:39-05:002023-03-24T14:59:40-05:00Cloud Help Desk - Power BI Fails to Load Content<p><small>Mar <var data-var='date'>24</var>, <var data-var='time'>14:59</var> CDT</small><br><strong>Resolved</strong> - Resolved via a release Mar 23, refer to release notes https://community.spiceworks.com/blogs/help-desk-cloud-edition-release-notes/4050-cloud-help-desk-exports-power-bi-advanced-reporting-bugfix</p><p><small>Mar <var data-var='date'>23</var>, <var data-var='time'>15:05</var> CDT</small><br><strong>Monitoring</strong> - A fix was put into place 22-Mar that appears to have resolved the issue.<br /><br />If you're still having trouble with Power BI, though, email support: support@spiceworks.com</p><p><small>Mar <var data-var='date'>22</var>, <var data-var='time'>09:49</var> CDT</small><br><strong>Investigating</strong> - When refreshing Power BI to retrieve updated values, you may receive an error like:<br /><br />"Web.Contents failed to get contents from 'https://on.spiceworks.com/api/public/power_bi/reports/xlsx' (404): Not Found"<br /><br />The cause for this is under investigation, however a workaround has been discovered by users:<br /><br />If you delete the exports that are triggered by opening PowerBi and manually run an export, you can then refresh PowerBi.</p>tag:spiceworks1.statuspage.io,2005:Incident/163772752023-03-07T09:08:17-06:002023-03-07T09:08:17-06:00Reports of a Cloud Help Desk IP being blacklisted<p><small>Mar <var data-var='date'> 7</var>, <var data-var='time'>09:08</var> CST</small><br><strong>Resolved</strong> - If you use SPAM filtering that may block the cloud help desk IP addresses, we recommend whitelisting them to maintain delivery of notifications. <br /><br />With hundreds of thousands of help desk accounts, some SPAM is likely to cause these IP's to be blacklisted from time to time. If you normally only get messages from your own help desk and not SPAM from other Spiceworks cloud help desks, it should be safe to permanently whitelist them. These IP addresses are only used for the cloud help desk.<br /><br />The current addresses we use are:<br />167.89.74.79<br />167.89.75.142<br />167.89.82.157<br /><br />You can check the updated list at any time by visiting:<br /><br />https://community.spiceworks.com/support/help-desk-cloud-edition/troubleshooting/forwarding-email#whitelist-mail-server-ip-addresses</p>tag:spiceworks1.statuspage.io,2005:Incident/160675552023-03-01T10:11:36-06:002023-03-01T10:11:36-06:00Email Delivery / Ticket Creation Issues<p><small>Mar <var data-var='date'> 1</var>, <var data-var='time'>10:11</var> CST</small><br><strong>Resolved</strong> - As of Feb. 14 we made changes not requiring a release and which appear to have resolved this issue with the intermittent loss of inbound email. We have been reaching out to those previously impacted and monitoring for the past 2 weeks to confirm resolution. Please reach out by emailing support@spiceworks.com if you're seeing deliverability problems in either direction (inbound or outbound). And thanks again to all of you who worked with us to troubleshoot on this.</p><p><small>Feb <var data-var='date'>16</var>, <var data-var='time'>15:44</var> CST</small><br><strong>Update</strong> - We've learned more and have released additional email logging for the Cloud Help Desk detailed here [https://community.spiceworks.com/r/4745]. If you are experiencing this issue we could use your help to perform some testing/data capture - please reach out to support@spiceworks.com if you can help us test!</p><p><small>Feb <var data-var='date'> 8</var>, <var data-var='time'>14:30</var> CST</small><br><strong>Investigating</strong> - We have been investigating reports from users of problems with email-based ticket creation. <br /><br />We have a number of users from distinct and a limited number of accounts reporting what seems to be random/intermittent emails not reaching their help desk. The majority of accounts are not impacted. <br /><br />We are actively testing and troubleshooting with impacted users. And with assistance from our email provider, we have narrowed down the underlying cause and are working on a resolution. Current workarounds include re-sending missing emails or using the end user portal. <br /><br />We will provide updates here, as they're available.</p>