Bulk Asset Import
Update - The Asset Upload manager is now operational with limited processing capabilities. Temporarily, the Asset Upload Manager will operate on a queued basis. If you do not see the "load" button right away, please wait a few minutes and try again. We will send another announcement in the future with any updates or improvements.
Feb 19, 17:24 EST
Update - We are continuing to work on a permanent fix for the Bulk Asset Loading and it is taking longer than expected. We now expect to have this finalized next week.

As a reminder, you are able to load .txt files with Standard Attributes, as you've traditionally done. If you need assistance loading the template please reach out to ClientSupport@ServiceChannel.com and one of our agents will be happy to assist.
Feb 15, 11:30 EST
Update - Thank you for your patience while we continue working on our Bulk Asset Import module (using xlsx files for custom attributes). To ensure the best solution we are still finalizing some details and expect to have this re-enabled some time early/mid this week. We will share an update once the feature has been reactivated.

In the meantime, you are able to load .txt files with Standard Attributes, as you've traditionally done. If you need assistance loading the template please reach out to ClientSupport@ServiceChannel.com and one of our agents will be happy to assist.
Feb 11, 10:13 EST
Update - We are continuing to work on a fix for this issue.
Feb 8, 11:24 EST
Identified - We have identified an issue with Asset Import that under specific circumstances could cause general system latency issues during the bulk upload process. While we work on a fix, the stored procedure for bulk upload has been deactivated. We expect the bulk upload functionality to be restored Monday morning.
Feb 8, 11:23 EST

About This Site

Welcome to the ServiceHealth Dashboard. This site provides information on current and recent product issues. To view details regarding a service issue, click the red or yellow circle in the table below.

Call Center Operational
eInvoicing and Integrations Operational
Fixxbook Operational
IVR Operational
PayCenter Operational
Analytics Operational
Service Automation Operational
Store Dashboard Operational
Supply Manager Operational
Mobile Applications Operational
Email Processing Operational
Contractor Integrations Operational
Contractor Scorecard Operational
Site Access Operational
Assets (Equipment) Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
System Metrics Month Week Day
Login Response Time
Fetching
API Response Time
Fetching
Past Incidents
Mar 23, 2019

No incidents reported today.

Mar 22, 2019
System Performance Degradation
Resolved - The ServiceChannel engineering team has implemented a fix which has allowed us to re-enable the new Work Orders Report page for Providers. Out of an abundance of caution, the fix was phased in for providers on a rolling basis over several hours. We consider this issue to be resolved.
Mar 22, 17:25 EDT
Identified - The system is behaving normally for Subscribers.

For Providers, we have temporarily disabled the new Work Orders Report page. To retrieve work orders, please follow these steps:
1. Click on 'Work Orders' from top Menu
2. Within the page, click on 'Back to Previous Version' (found on the top right)

We are working toward a permanent resolution to this issue and will continue to update with progress.
Mar 21, 14:21 EDT
Update - We are still investigating the system performance issues. We will report any updates as soon as they become available. Our engineering teams are treating this with the highest priority.
Mar 21, 12:02 EDT
Investigating - We are currently observing degraded system performance. Our engineering teams are actively working on this and we will provide updates as soon as possible.
Mar 21, 09:57 EDT
Work Order Email Acceptance
Resolved - The issue with processing the WO Accept (or Decline) emails has been resolved. If you have any concerns, please send an email to ContractorSupport@ServiceChannel.com.
Mar 22, 16:53 EDT
Investigating - The ServiceChannel Support Team has received intermittent reports that replying to work order emails has not updated the associated work order. While the team investigates, we recommend using the user interface to accept work orders.
Mar 22, 11:38 EDT
Mar 20, 2019

No incidents reported.

Mar 19, 2019
Email Processing for Inbound Requests
Postmortem - Read details
Mar 20, 10:05 EDT
Resolved - After consultation with our service providers and affected clients, we have been able to isolate this issue to a client-side email configuration issue.

In situations where the bounce notification email includes the error message "5.6.0 Lone CR or LF in headers (see RFC2822 section 2.2)," the issue is the result of a configuration change on the sender's email infrastructure and requires investigation by their own technical staff.

Though this is not an issue within ServiceChannel, in an effort to assist customers who may experience this issue, we will provide details of the cause of this issue in a status postmortem update. In the meantime, we consider this issue to be closed.
Mar 19, 11:55 EDT
Investigating - We are currently experiencing an issue with email-triggered replies. Our mail provider has made some changes and some Provider Users may receive a bounceback message when emailing Attachments, WO Notes, or WO Dispatches. Our team is actively working to resolve the issue. In the meantime, you can still log in and make the updates in the event that you receive the bounceback email. None of our outgoing emails are affected at this time, it is only incoming into ServiceChannel. We will update as necessary.
Mar 18, 16:01 EDT
Mar 17, 2019

No incidents reported.

Mar 16, 2019
Regularly Scheduled Maintenance
Completed - The scheduled maintenance has been completed.
Mar 16, 06:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 16, 02:00 EDT
Scheduled - On Saturday, March 16, beginning at 2 AM EDT, we will perform regularly scheduled maintenance on the ServiceChannel system. During this window you may experience sporadic interruptions, including to the IVR system. We expect the entire process to last less than 1 hour, but it may take up to 4 hours.
Mar 8, 11:42 EST
Mar 15, 2019

No incidents reported.

Mar 14, 2019

No incidents reported.

Mar 13, 2019

No incidents reported.

Mar 12, 2019

No incidents reported.

Mar 11, 2019
System Performance Degradation
Postmortem - Read details
Mar 11, 14:38 EDT
Resolved - All services are confirmed running as expected. We consider this incident to be resolved.
Mar 11, 14:23 EDT
Monitoring - Our Engineers have identified and rectified the issue with service performance. We are continuing to monitor, but do see an improvement in performance and systems are back to normal.
Mar 11, 12:06 EDT
Investigating - We are currently observing degraded system performance. Our engineering teams are actively working on this and we will provide updates as soon as possible.
Mar 11, 11:29 EDT
Mar 10, 2019

No incidents reported.

Mar 9, 2019

No incidents reported.

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