Spiceworks incident

Cloud Help Desk - MFA deliverability issues for some users

Spiceworks experienced a notice incident on March 20, 2025 affecting Cloud Help Desk, lasting 23h 18m. The incident has been resolved; the full update timeline is below.

Started: Mar 20, 2025, 01:57 PM UTC
Resolved: Mar 21, 2025, 01:16 PM UTC
Duration: 23h 18m
Detected by Pingoru: Mar 20, 2025, 01:57 PM UTC

Affected components

Cloud Help Desk

Update timeline

investigating Mar 20, 2025, 01:57 PM UTC

While trying to improve deliverability of these emails, we wanted to communicate two things to folks which may help. 1. If you are stuck with a locked account from retrying codes or getting MFA emails in the wrong order, doing a password reset from our login page and changing your password will also unlock the account. This will save you waiting on support to unlock your account. 2. If you use Mimecast, its "greylisting" feature may be delaying these new MFA emails. More on that here https://community.spiceworks.com/t/cloud-help-desk-release-notes-mar-19-2025-mfa-for-cloud-help-desk-employee-accounts-is-here/1186674/14?u=craig-spiceworks
resolved Mar 21, 2025, 01:16 PM UTC

We're seeing lower ticket volumes today and it appears email filters are getting "used" to the new emails. If you are still having issues, let us know at [email protected]