Hornbill Trust
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Sep 16 2015

Scheduled Maintenance at 02:00 am on 25th Sept 2015

Dear All,

We would like to inform you that we will be replacing FTP services with Hornbill’s web based File Manager on your cloud instance. As you are currently aware that data import files can be uploaded to your instance via FTP (as csv files) for scheduled import scripts, however FTP is unencrypted and any data transferred via an unencrypted protocol is unsafe.

To address this issue, we will deploy Hornbill File Manager on your instance on Friday, 25th September 2015 at 02:00am. Deployment process will take no longer than 10 mins to complete, during this period of downtime your instance will be unavailable.

FTP Service and File Manager will run simultaneously on your instance till 24th October 2015. On 25th Oct 2015 we will switch off FTP services on all Supportworks Cloud instances and you will only be able to use the File Manager to upload data import files. Please note that File Manager is based on RESTful APIs and it is possible to automate uploading of files programmatically.

Detailed user guide for the file manager is available at: https://files.hornbill.com/faq/Cloud/SwFileManager_UserGuide.pdf

Portal will also provide you access to the default customisation folders for self-service, dashboard, report themes and customer images.

Please note that the URL for File manager will be active once this maintenance is complete and user credentials for the portal will be sent directly to the primary contact for your instance.

Should you require any further information about this maintenance please email us at cloudsupport@hornbill.com

Kind Regards
Hornbill Cloud Team

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

Dec 20 2012

Disruption to services (20 December, 2:25pm – 3:15pm)

Between 2:25pm and 3:15pm today, a small number of customers were unable to connect to their Supportworks instances. The problem was caused by a failure to a PDU (Power Distribution Unit) which one of our hypervisors (hosting the affected instances) was plugged into. Affected instances were migrated to a second hypervisor while theproblem was addressed. Once the affected systems were back online, database checks were performed to ensure that there was no data corruption. We apologise for any inconvenience this may have caused.

If you have any questions or concerns about this outage, please contact cloudsupport@hornbill.com


Feb 07 2012


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