ServiceMax incident
ServiceMax Support Announcement - Issue opening Files and Attachments
ServiceMax experienced a critical incident on September 20, 2019 affecting Critical Announcements, lasting 2d 6h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Sep 20, 2019, 10:53 AM UTC
Description of Issue: Reports have been received from customers of them being unable to open files and attachments receiving an internal server error when trying to access. This is being reported in both sandbox and production instances. Action Being Taken: The Salesforce Technology team has identified an issue with Salesforce files. During this time, clients may experience inability to read or write files and attachments. To identify if your instance may be impacted, please see search here: https://status.salesforce.com/products/Service_Cloud. The Salesforce Technology team is testing a fix to resolve the issue that will modify our file system allocation configuration. By Whom: Salesforce technology team Next Update: As soon as more information becomes available.
- monitoring Sep 20, 2019, 01:11 PM UTC
Description of Issue: Reports have been received from customers of them being unable to open files and attachments receiving an internal server error when trying to access. This is being reported in both sandbox and production instances. Action Being Taken: Salesforce Technology team have rolled out the fix across all affected instances, and validation checks are being conducted. Some customers are reporting that they can now read and write to new files. Files that were created after the incident began and before the fix was applied, however, may remain unavailable until all systems resynchronize. Link for Salesforce statuspage - https://status.salesforce.com/generalmessages/276 By Whom: Salesforce technology team Next Update: As soon as more information becomes available.
- monitoring Sep 20, 2019, 04:44 PM UTC
Description of Issue: Reports have been received from customers of them being unable to open files and attachments receiving an internal server error when trying to access. This is being reported in both sandbox and production instances. Action Being Taken: Salesforce technology team have rolled out a fix to all impacted instances which have been affected by the Salesforce Files issue. They are continuing with some manual efforts that is required for a subset of instances. For the full update please reference the Salesforce Status page - https://status.salesforce.com/generalmessages/276 By Whom: Salesforce technology team Next Update: As soon as more information becomes available.
- monitoring Sep 21, 2019, 08:08 AM UTC
Description of Issue: Reports have been received from customers of them being unable to open files and attachments receiving an internal server error when trying to access. This is being reported in both sandbox and production instances. Action Being Taken: Salesforce team have been continually working on the remediation efforts along with some manual intervention where required. For the full update please reference the Salesforce Status page - https://status.salesforce.com/generalmessages/276 By Whom: Salesforce technology team Next Update: A further update will be provided tomorrow, Sunday 22nd, PM GMT.
- resolved Sep 22, 2019, 05:00 PM UTC
Description of Issue: Reports have been received from customers of them being unable to open files and attachments receiving an internal server error when trying to access. This is being reported in both sandbox and production instances. This incident is being marked as resolved - Salesforce have resolved the issue after applying a fix to all impacted instances. Issue is no longer showing on the Salesforce status page.