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Nov 14 2013

Possible intermittent connection issues for UK Myservicedesk.com customers (17 November 2013, At most 10 minutes during the window midnight – 4am)

On 17th November 2013, between midnight and 4am, scheduled maintenance is taking place at Hornbill’s primary datacenter. During this maintenance window, some UK Myservicedesk.com customers may experience intermittent connection issues to their Myservicedesk.com instances. We have been advised that such intermittent connection issues will last at most 10 minutes during the maintenance window. The OnCall team will of course be monitoring all systems and will carry out any corrective actions necessary to minimise disruption to your service.

If you have any questions about this scheduled maintenance, then please contact cloudsupport@hornbill.com

The Infrastructure Team

Nov 08 2013

Scheduled Maintenance for Myservicedesk.com PRO customers (7 December 2013)

We are planning to carry out maintenance on your Myservicedesk.com PRO instance on 7th December 2013, during the agreed window of downtime, for a period of at most 1 hour. During this period of downtime, your Myservicedesk.com PRO instance will not be available. The maintenance work will involve upgrading your instance  to ITSM 3.5.1. The details of the functionality available in this release of ITSM can be found on Hornbill’s Customer Portal:

https://community.hornbill.com/#docviewer?doc=Supportworks-ITSM-Enterprise

In advance of the upgrade, users can try out the latest version of ITSM by logging in to ukdemo.myservicedesk.com . The login credentials  can be found here:

http://www.myservicedesk.com/uk/thanks-for-registering-uk/

Myservicedesk.com EXPERT and DEVELOPER customers are not affected by this scheduled maintenance.

If you have any questions/queries regarding this maintenance work, please do not hesitate to contact us on cloudsupport@hornbill.com

Nov 08 2013

Scheduled Maintenance (16th November 2013)

We are planning to carry out maintenance on your Myservicedesk.com instance on 16th November, during the agreed window of downtime, for a period of at most 1 hour. During this period of downtime, your Myservicedesk.com instance will not be available. The maintenance work will involve upgrading your instance  to Supportworks ESP v7.6.0 Service Pack 2. The following defects have been resolved in this Service Pack:

80260

 

Sent time incorrect during Daylight Savings or British Summer Time if logged from a received e-mail
83787 SubGroups – MultiClip items appended with Group Name

 

85684

 

Groups – No warning on truncation of ID in nested sub-groups
88514

 

Permissions – Incorrect message shown when changing Application Rights as Group Manager
90062

 

Duplicate session IDs are being generated via XMLMC Logon
90556

 

Server Service crashes while attempting to process a REGEX expression within a VPME node.
90666

 

Email – Tags stripped on Replying to Email
90667

 

Embedded Images contained within Call Escalation e-mails go missing
90810

 

XMLMC – 5002 – Full client fails if SwhTTPserver Port set to non-standard Port (ie 8080)
90922

 

ServerService GPF – Long running query causes the connection that reuses the closed socket to crash.

 

91204

 

Groups\Analysts – Since 7.6.0 analysts ordered by AnalystID rather than Name in Tree VIew
91216

 

SwInternetMC – GPF on downloading Corrupt Email with invalid CC Recipients
91222

 

Mail – Incorrect processing of failed message results in incorrect failed messages
91247

 

Log files greater than 4 GB are not being archived completely.
91413

 

Server crashes when processing the “Create Email Template Data” node in the VPME.
91420

 

Group manager is unable to create a new analyst.
91424

 

SwServerService GPF – when analyst login results in closing previous connection
91425

 

NPA – Excessive SQL statements on closing a client connection
91434 Out of pooled SwSql connection error encountered with CSwWebClientSessionManager hogging the pool.

 

If you have any questions/queries regarding this maintenance work, please do not hesitate to contact us on cloudsupport@hornbill.com

Accreditations

IS588876

Uptime SLA

99.5%

Uptime Target

99.95%

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