Hornbill Trust
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Feb 24 2016

Scheduled MyServicedesk.com Upgrade – 3rd March 2016

We will be upgrading the HTTP server on all Supportworks instance to the latest version on Thursday 3rd March 2016 at 00:30 server time. This release contains a number of security\hardening changes and allows us to maintain our A+ rating for SSL security.

This will require around 5 minutes of downtime during which your services will be unavailable.

This is a server side upgrade only (No changes to any template\configuration) and post upgrade there will be no need to upgrade your client.

If you have any queries concerning the upgrade please feel free to contact cloudsupport@hornbill.com.

Mar 13 2015

Scheduled Maintenance – March 19th at 2AM Server time

We can inform you that we will be upgrading all Supportworks instances to 7.6.2 SP1 on Thursday 19th March 2015 at 2AM server time (See release note Link below).

https://files.hornbill.com/supportworks/ServicePacks/SW-ESP-7.6.2-SP1-Release-Notes.pdf

This will require around 10 minutes of downtime during which your services will be unavailable.

This is a server side upgrade only (No changes to any template\configuration) and post upgrade there will be no need to upgrade your client.

If you have any queries concerning the upgrade please feel free to contact cloudsupport@hornbill.com

Jan 20 2015

Scheduled Maintenance (26th January 2015 – 2AM Server Time)

We are planning to carry out maintenance on your Myservicedesk.com instance on 26th Jaunary, 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 v7.6.2. Full release notes are available from the following URL

https://community.hornbill.com/#docviewer?doc=Supportworks-ESP/Version-7.6.2/Release-Notes

The only requirement for connection will be to upgrade your local Windows client which can either be performed post upgrade (Analysts will be prompted at first login) or by pre-installing the client from the following URL

http://files.hornbill.net/supportworks/R_SW_7_6_2/swcli7.msi

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

Aug 28 2014

Notification of NON-Impacting upgrade on 8th September 2014 – USA Data Centres

We are planning to upgrade our infrastructure that hosts our US instances on Monday 8th July at 04:00am CDT  This is expected to take around 2 hours and should NOT impact availability of instances in any way

The upgrade is to software that manages the cloud infrastructure, and not the actual instance or the Supportworks server (No client change will be required).  All our testing has shown (along with 3rd Party vendor confirmation) that there should be no downtime required, however as with all maintenance there is a chance that it doesn’t go to plan (In the unlikely event we would expect no more than 30 minutes of downtime as we will simply revert the changes).

If you have any queries concerning the change please feel free to contact cloudsupport@hornbill.com

Jul 02 2014

Notification of NON-Impacting upgrade on 9th July 2014 – USA Data Centres

We are planning to upgrade our infrastructure that hosts our US instances on Wednesday 9th July at 04:00am CDT  This is expected to take around 2 hours and should NOT impact availability of instances in any way.

The upgrade is to underlying server used to host the instances and not the actual instance or the Supportworks server (No client change will be required).  All our testing has shown (along with 3rd Party vendor confirmation) that there should be no downtime required, however as with all maintenance there is a chance that it doesn’t go to plan (In the unlikely event we would expect no more than 30 minutes of downtime as we will simply revert the changes).

If you have any queries concerning the change please feel free to contact cloudsupport@hornbill.com

Apr 04 2014

Scheduled Maintenance for Myservicedesk.com PRO customers (12 April 2014)

We are planning to carry out maintenance on your Myservicedesk.com PRO instance on 12th April 2014, 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 3.5.3. 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 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

May 30 2013

Scheduled Maintenance (7 June 2013, 1am)

We are planning to carry out maintenance on your Myservicedesk.com instance on 7 June, 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:

  • Adding an ftp folder to allow customers to save knowledge base images to their Myservicedesk.com instance
  • Applying a mailserver fix for Exchange 2010
  • Applying a data import tool fix to resolve an issue when importing profile codes from XLS
  • Applying a fix for an  ITSM defect: Unable to raise Incident or Service Request via Customer Mobile Portal due to certain characters within Priority name
  • Applying a fix for an ITSM defect: On Hold Notifications are not delivered correctly as more than one customer receives an email
  • Applying a fix for an ITSM defect: users can see html syntax when self service session times out.

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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