Spiceworks Helpdesk Portal Partially Down for the Last Day
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We have a customer on the Spiceworks Hosted Helpdesk and this morning some of the staff realized that they could not log in and make tickets. And they noticed that if they emailed in tickets, they weren't getting created. For end users going through the Portal, SW requires login through an email link, not through a username and password. If their email goes down, all means of putting in tickets fails together. So emailing in a ticket when you can't log in isn't a fallback as you lose both mechanisms at once.
For anyone else noticing problems, we are getting tickets now, but we don't know what delay there is because SW calls the tickets new when received and throws away the data as to when they were sent. We found the issue from customers complaining on having waited over 24 hours to get a ticket serviced, when we were already working on the ticket and it was only one hour old.
At this point, we don't know if tickets are working, or delayed by hours or days, as tickets are pouring through. We expect it is working now as the backlog seems to have flooded in just a few hours ago. But we just identified the issue, so if anyone else is having ticket issues, be aware your tickets on SW might be a day old but state otherwise.
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@scottalanmiller said in Spiceworks Helpdesk Portal Partially Down for the Last Day:
We have a customer on the Spiceworks Hosted Helpdesk and this morning some of the staff realized that they could not log in and make tickets. And they noticed that if they emailed in tickets, they weren't getting created. For end users going through the Portal, SW requires login through an email link, not through a username and password. If their email goes down, all means of putting in tickets fails together. So emailing in a ticket when you can't log in isn't a fallback as you lose both mechanisms at once.
For anyone else noticing problems, we are getting tickets now, but we don't know what delay there is because SW calls the tickets new when received and throws away the data as to when they were sent. We found the issue from customers complaining on having waited over 24 hours to get a ticket serviced, when we were already working on the ticket and it was only one hour old.
At this point, we don't know if tickets are working, or delayed by hours or days, as tickets are pouring through. We expect it is working now as the backlog seems to have flooded in just a few hours ago. But we just identified the issue, so if anyone else is having ticket issues, be aware your tickets on SW might be a day old but state otherwise.
There was an outage on the Spiceworks Coloud Helpdesk due to email flow as noted there and couls be found on their Status page. I don’t have many details but all users were affected.
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A full day is a lot to not be able to log in. They need a workaround to that email dependency.
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@scottalanmiller said in Spiceworks Helpdesk Portal Partially Down for the Last Day:
A full day is a lot to not be able to log in. They need a workaround to that email dependency.
Oh yeah, Although I was able to login and work on my lab cloud helpdesk. But yeah email dependcy is not the best. Let me see what I can auggest.
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@dbeato said in Spiceworks Helpdesk Portal Partially Down for the Last Day:
@scottalanmiller said in Spiceworks Helpdesk Portal Partially Down for the Last Day:
A full day is a lot to not be able to log in. They need a workaround to that email dependency.
Oh yeah, Although I was able to login and work on my lab cloud helpdesk. But yeah email dependcy is not the best. Let me see what I can auggest.
The techs didn't notice, because on the tech side, email isn't used. Only end users could not submit tickets in any fashion, but they didn't know that they couldn't submit tickets.
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@scottalanmiller said in Spiceworks Helpdesk Portal Partially Down for the Last Day:
@dbeato said in Spiceworks Helpdesk Portal Partially Down for the Last Day:
@scottalanmiller said in Spiceworks Helpdesk Portal Partially Down for the Last Day:
A full day is a lot to not be able to log in. They need a workaround to that email dependency.
Oh yeah, Although I was able to login and work on my lab cloud helpdesk. But yeah email dependcy is not the best. Let me see what I can auggest.
The techs didn't notice, because on the tech side, email isn't used. Only end users could not submit tickets in any fashion, but they didn't know that they couldn't submit tickets.
Yeah, that’s true.
