Incident Discovery Time: 05:00pm on 06/30/2015
Time of Resolution: 01:00pm on 07/03/2015
Services Impacted: ServiceNow

Description of Impact

Some messages that were sent to ServiceNow email addresses were not creating new tickets or updates to existing tickets.

Incident Description and Resolution

A restart of BU’s ServiceNow instance by the vendor has resolved the ongoing issue with inbound emails. Inbound emails will continue to be monitored periodically throughout the weekend to ensure they are being properly processed. As of now all email processing is normal and the incident is considered resolved.

Additional Information

The cause of this incident is under investigation.

If you continue to have issues, please contact the IT Help Center.

Previous Update

Incident Discovery Time: 05:00pm on 06/30/2015

Services Impacted: ServiceNow

Description of Impact

Some messages that are being sent to ServiceNow email addresses are not creating new tickets or updates to existing tickets.

Current Status

IS&T teams have reprocessed most messages that did not create new tickets or update existing tickets. They continue to work with the vendor toward a solution; they will also monitor incoming messages, processing them manually as appropriate.

Additional Information

ServiceNow continues to be available and is otherwise functioning normally.

Next Update: 10:00am on 07/06/2015

Previous Update

Incident Discovery Time: 05:00pm on 06/30/2015

Services Impacted: ServiceNow

Description of Impact

Some messages that are being sent to ServiceNow email addresses are not creating new tickets or updates to existing tickets.

Current Status

IS&T teams are currently reprocessing messages that did not create new tickets or update existing tickets. They continue to work with the vendor toward a solution; they will also monitor incoming messages, processing them manually as appropriate.

Additional Information

ServiceNow continues to be available and is otherwise functioning normally.

Next Update: 04:00pm on 07/02/2015

Previous Update

Incident Discovery Time: 05:00pm on 06/30/2015

Services Impacted: ServiceNow

Description of Impact

Some messages that are being sent to ServiceNow email addresses are not creating new tickets or updates to existing tickets.

Current Status

IS&T teams have not yet identified the cause of the incident, but are investigating with vendor assistance.

Next Update: Upon resolution