INC38117743 – Global Service Now Outage – RESOLVED

Announcements, Service Issues Sourav Nandi

11/10/2022 09:00:00 AM (BST)

Issue Status : RESOLVED

Issue Description : Please note, yesterday evening between 17:50 and 18:40 we experienced an unexpected Global Service Now outage. This outage impacted any organisation utilising the same instance of Service Now that the NHSmail Services uses. The impact of this outage was that our NHSmail Service Desk Agents were unable to create tickets when end users reported issues via the phone during this period, and end users were unable to submit tickets via the Self Service Portal. To mitigate the issue during this short period, all details for incidents raised during this 50 minute period were captured by our Service Desk Agents and tickets were then raised as soon as the outage ended.

Final Update: 11/10/2022 09:00:00 AM – The issue was resolved within 50 minutes and no further occurrences have been identified. Our colleagues in the Service Now Practice are investigating to understand the cause of this issue but no further outages are expected.

To report any issues, please contact 0333 200 1133 / helpdesk@nhs.net