UPDATE: 11/08/13 9:30PM: The scheduled maintenance was successful and this issue has been resolved.
UPDATE: Friday, November 8th between 7:00PM and 9:00PM there
is scheduled maintenance. During this time the following Service Catalog
Request forms will be unavailable: Accounts Payable Stop Payment, Change
Bill-To/Ship-To Address, Copy of a Check, Cost Transfer, Overpayment Recovery,
Pay Error/Correction, and Payroll Stop Payment. In addition, the system may
experience latency during this time.
We apologize for any inconvenience this may cause.
10/21/13: A single-event incident in ServiceNow caused a large number of orphaned, irrelevant Tasks to be created. The creation of these Tasks triggered irrelevant email notifications to the assignment groups these erroneous Tasks were assigned.
WHAT service(s) affected: ServiceNow
WHAT are the customer-facing symptoms:
A small subset of ServiceNow users in CUIT, HR and Finance may have received a large number of email notifications telling them a Task was assigned to their group. The email notifications are in error, because the tasks were created in error. No other aspects of ServiceNow were affected. There has been no system downtime.
Once the fix is in place, customers who received the email notifications will not be able to click through to read and interact with the erroneous tasks. If they attempt to do so, they will receive a message in ServiceNow that says the record could not be found.
WHAT maintenance action will be performed:
We are removing the Tasks from circulation. No other aspects of ServiceNow will be affected. There will be no service downtime.
WHO is affected:
A subset of ServiceNow users in Finance, Human Resources and CUIT that perform work out of Service Catalog requests.
WHEN is the disruption happening:
It began approximately at 5:15pm. New tasks ceased to be generated by 8:30pm. We conducted a workaround fix at 12:15am, to hide the erroneous tasks until an escalation resource becomes available in the morning to permanently resolve this incident.
WHY was this necessary:
The tasks need to be hidden so that they do not interfere with day to day business.
WHERE to direct follow-ups: Please address inquiries or follow-ups to the Finance (212.854.2122) or PAC (212.851.2888) Service Centers.