Incident: INC01985069

Created: 21-Nov-2014 13:02:04 Greenwich Mean Time

Incident
Number:

INC01985069

Accept or Reject Incident:

Contact Type:

Service Desk Email

Accepted Comments Category:

Status:

Awaiting Supplier Response

Reason for rejection:

Caller:

Sourjadip Sikdar

Accept/Reject Comments:

Caller Department:

ICS Shared Services Organisation

Accepted

Impact:

6 - Single User

Caller Location:

Urgency:

3 - Normal

New Caller Name:

Priority:

3 - Normal

New Caller Email:

Opened:

07-Nov-2014 14:01:06

Opened By:

Sourjadip Sikdar

Assignment Group:

ServiceNow Application Support

Location:

Office

Caller Phone:
Call Back Date/Time:

Danwood Classification:

Service Affected:

Service Desk

Group Category:

Configuration Item:

ServiceNow - Live

Assigned To:

Alex Robertson

Supplier Ref:
Customer Chased:

false

Customer Chased Count:

Watch List:
Short Description:
ServiceNow Network Issues (Webchat)
Description:
Hi,
This is what shows when it goes offline and no chats show up. I need to do IE reset to get SN back
[cid:image001.jpg@01CFFA87.8099DD50]
Thanks
Sourjadip Sikdar
Analyst | ITS | ICS Shared Services
Deloitte LLP
Block-G, Meenakshi Tech Park, Gachibowli, Hyderabad - 500032
Office : +914067471590 | Mobile: +917799311910 | Lync- +16783363737
ssikdar@deloitte.com<mailto:ssikdar@deloitte.com> | www.deloitte.com<http://www.deloitte.com>
Please consider the environment before printing.
Report Poor Call Quality:
false
User CQ reported against:
User Group CQ reported against:
CQ Category:
CQ Comments:

Notes
Watch List:

James Bowyer, Mark Cooper

-1-

0
James Bowyer, Mark Cooper

Activity Notes:

-2-

20-Nov-2014 17:37:30 - Naveen Donkada (Additional Comments)

Please find the below service now error data for today i.e. 20/11/2014 and attached screenshot of the error that we came across.
TimeErrorUser
15:21 Pm (UK Time)Page cannot be displayed: nadonkada
15:52 Pm (UK Time)Page cannot be displayed :nadonkada
16:52 Pm (UK Time)Page cannot be displayed: nadonkada
20-Nov-2014 14:30:29 - Syed Sarfraz Ali (Additional Comments)
SN gone offline at 10:49 am UK time. Refreshed the page and it came back up.
Same thing happened at 02:15 PM too..
20-Nov-2014 08:41:26 - Naveen Donkada (Additional Comments)
Please find the below service now error data for today i.e. 19/11/2014 and attached screenshot of the error that we came across.
TimeErrorUser
11:30 am (UK Time)Page cannot be displayednadonkada
12:41 pm (UK Time)Page cannot be displayednadonkada
11:58 am (UK Time)Page cannot be displayedsyedali6
19-Nov-2014 07:30:20 - Syed Sarfraz Ali (Additional Comments)
I also echo the same as my other colleagues here with the ServiceNow / Citrix issues. Have been facing IE Crashes and ServiceNow frozen issues
quite a lot in the recent past and it happens only when we have more than 5-6 chats open on the browser.
Yesterday at 10.20 am UK time - it was frozen with me on 12 chats..
Again I got a "Webpage not found" error on ServiceNow while I had 15 chats open at 11:13 UK time.
Then at around 11:57 UK time, it froze again with 5 chats open.
Again at 12:38, ServiceNow went offline for all of us and Reconnected itself..
All of these times, we have to log off Citrix and log back in as there is no other workaround thus affecting our Quality and productivity massively!
17-Nov-2014 16:34:00 - Alex Robertson (Additional Comments)
Hi All,
ServiceNow are currently looking into this as they have noticed high network traffic across webchat.
17-Nov-2014 11:49:01 - Naveen Donkada (Additional Comments)
Service now is 'freezing' very frequently and not responding when trying to create ticket or open any existing ticket. This only happens when we have
more than 5-6 chats open on the screen. It allow us to reply the user but user will not be able to see that as service now gets freezes and we are not
aware of that. After a while it gives an error page cannot be displayed where we need to reset the IE or Log off from citrix. Once we are back we see
the user left the conversation as they didn't get any reply from outside. However it allows us to answer the chat and wont allow to do anything apart
from that like (Creating the ticket, Reply wont deliver to Users or closing the chat.
This Happened to me several times specially on last Friday i.e. 14/11/2014 between 1:30pm - 16:30 pm UK Time or 8pm - 11pm Indian Time. It also
repeated today and still continuing since 10:30 am UK time or 4pm Indian Time. I have managed several chats possible I can and few users left as
well.
17-Nov-2014 11:25:15 - Sourjadip Sikdar (Additional Comments)
Today I have been facing issues with service now, being Monday the webchat volume is high, once I took over 10 chats at a same time IE crashes,
need to do IE reset, sometimes when I click on create incident from chat it will not respond and hence
unable to create ticket also , after I closed down a few chats and do IE reset was able to create tickets again.
I think if you guys look at logs between 9-11 am you'll find loads of cases where IE reset is performed many times to allow us to keep picking up
webchats.
I have asked my team members to update this ticket with their findings which are similar.
12-Nov-2014 08:13:04 - Bryan Smith (Additional Comments)
Hi
The session time out is 30 mins this is set for everybody and can't be set for individuals. I have been speaking to Mark Cooper about this and he
should have been inn contact. we are going to use alternate means of using the chat, to see if that is caising any issues
11-Nov-2014 16:25:53 - Darrin Robinson (Additional Comments)
I suspect that the ServiceNow session is timing out. I will confirm with the ServiceNow team if there are any timeouts for ServiceDesk users
10-Nov-2014 12:43:51 - Sourjadip Sikdar (Additional Comments)
Attached another screenshot of what happens to service now when we take multiple chats, is there any resource limitation for IE in citrix?
10-Nov-2014 09:15:43 - Sourjadip Sikdar (Additional Comments)
Hi,
We cannot access any external sites from citrix, can you advise?
Regards
10-Nov-2014 09:09:05 - Bryan Smith (Additional Comments)
Hi
I appreciate you can access the intranet ok but what about other external sites? the reason I'm asking is that service Now is hosted externally and if
there is an internet access issue (rather than intranet) this can affect this as well.
I would advise escalating this with EUT/networks/ESM to look at any issues in that area. Multiple users in a single location could relate to

-3-

network/security configuration?
regards
07-Nov-2014 17:20:04 - Sourjadip Sikdar (Additional Comments)
We all face this issue, so far we just reported to our team leaders and this is the first time we raised a ticket for this. we just do IE reset and work along
as webchats are extremely busy.
We are using IE on citrix environment, always connected via LAN, we don't loose connectivity as when it happens we can still access intranet fine, but
for service now to work we need to do IE reset.
In citrix we don't have option of any other browsers to test out.
07-Nov-2014 17:11:20 - Alex Robertson (Additional Comments)
Hi,
We have multiple people that use webchat and no one has mentioned this issue before. The only thing I can suggest, is that you might want to try
another browser/machine.
Are you using wireless?, could you have a faulty network cable?, do you have any issues browsing the intranet/internet when this issue happens?, Do
any of your colleagues experience the same issue?
07-Nov-2014 14:05:28 - Sourjadip Sikdar (Additional Comments)
Service now sometimes does not respond, chats does not show up, I come to know there is a chat waiting when someone from UK pings, if I perform a
refresh the page shows as per the screenshot.
During this time, If I am on a webchat, any conversation done from my end does not reach the customer nor I can see customer's comments.
The only way to recover from this is to do a IE reset. Then I see customer's comments and in many cases they leave webchat without seeing any
response in their end.
07-Nov-2014 14:01:06 - Sourjadip Sikdar (Additional Comments)
received from: sosikdar@deloitte.co.uk
Hi,
This is what shows when it goes offline and no chats show up. I need to do IE reset to get SN back
[cid:image001.jpg@01CFFA87.8099DD50]
Thanks
Sourjadip Sikdar
Analyst | ITS | ICS Shared Services
Deloitte LLP
Block-G, Meenakshi Tech Park, Gachibowli, Hyderabad - 500032
Office : +914067471590 | Mobile: +917799311910 | Lync- +16783363737
ssikdar@deloitte.com<mailto:ssikdar@deloitte.com> | www.deloitte.com<http://www.deloitte.com>
Please consider the environment before printing.

24x7
24x7:
false
Date/Time Received:
Call Taken By:
Duration Other Time:
00:00:00

eBonding
BT reference:
BT reference BT state:
eBond major incident:
false

-4-

Related Records
Problem:

Change Request:
Caused by Change:

Service Alert:

Closure Information
Close Category:

Closed By:

Third Strike Sent:

false

Closed:

Close Notes:

Consumable
Consumable:
Other Description:
Quantity:
Consumable Consumable Category:
Consumable Current Unit Price ():
Fixed Unit Price ():
Total Price ():
Recharge:

History

Task SLAs
Query: Task = INC01985069
Sorted by: Start Time in descending order
9 Task SLAs
SLA

Type

Assignment
Group

Stage

Start Time

End Time

Actual Elapsed
Time

Priority 3
Response (4
Hours)

SLA

ServiceNow
Application
Support

Completed

17-Nov-2014
11:25:15

17-Nov-2014
16:18:15

4 Hours 53
Minutes

Priority 3
Response (4
Hours)

SLA

Service Desk

Cancelled

12-Nov-2014
08:13:04

17-Nov-2014
11:25:15

5 Days 3 Hours
12 Minutes

Priority 3
Response (4
Hours)

SLA

ServiceNow
Application
Support

Completed

11-Nov-2014
16:31:45

12-Nov-2014
08:10:27

15 Hours 38
Minutes

Priority 3
Response (4
Hours)

SLA

Enterprise
Security
Management

Completed

10-Nov-2014
09:15:43

11-Nov-2014
16:23:35

1 Day 7 Hours
7 Minutes

Priority 3
Response (4
Hours)

SLA

Service Desk

Cancelled

10-Nov-2014
09:09:05

10-Nov-2014
09:15:43

6 Minutes

-5-

Actual Elapsed
Percentage
122.08

3,080.08

80.23

778.28

2.76

SLA

Type

Assignment
Group

Stage

Start Time

End Time

Actual Elapsed
Time

Actual Elapsed
Percentage

Priority 3
Response (4
Hours)

SLA

ServiceNow
Application
Support

Completed

07-Nov-2014
17:20:04

10-Nov-2014
09:06:03

2 Days 15
Hours 45
Minutes

94.47

Priority 3
Response (4
Hours)

SLA

Service Desk

Cancelled

07-Nov-2014
17:11:20

07-Nov-2014
17:20:04

8 Minutes

0.23

Priority 3
Response (4
Hours)

SLA

ServiceNow
Application
Support

Completed

07-Nov-2014
14:05:28

07-Nov-2014
17:05:45

3 Hours

4.45

Priority 3
Resolution (11
Hours)

SLA

Paused

07-Nov-2014
14:01:06

13 Days 3
Hours 36
Minutes

423.63

Metrics
Query: Table = incident AND ID = 9ddbe7ac0f1cf9481be047ece1050ec5
Sorted by: Start Time in descending order
22 Metrics
Created

Definition

ID

Value

Start

End

Duration

Calculation
complete

Assignmen
t Group

11-Nov2014
16:31:46

Assignment
Group

INC019850
69

ServiceNow
Application
Support

11-Nov2014
16:31:45

12-Nov2014
08:13:04

15 Hours 41
Minutes

true

ServiceNow
Application
Support

07-Nov2014
17:20:08

Assignment
Group

INC019850
69

ServiceNow
Application
Support

07-Nov2014
17:20:04

10-Nov2014
09:09:05

2 Days 15
Hours 49
Minutes

true

ServiceNow
Application
Support

10-Nov2014
09:09:14

Assignment
Group

INC019850
69

Service
Desk

10-Nov2014
09:09:05

10-Nov2014
09:15:43

6 Minutes

true

Service
Desk

12-Nov2014
08:13:12

Assignment
Group

INC019850
69

Service
Desk

12-Nov2014
08:13:04

17-Nov2014
11:25:15

5 Days 3
Hours 12
Minutes

true

Service
Desk

17-Nov2014
11:25:17

Assignment
Group

INC019850
69

ServiceNow
Application
Support

17-Nov2014
11:25:15

false

ServiceNow
Application
Support

10-Nov2014
09:15:45

Assignment
Group

INC019850
69

Enterprise
Security
Manageme
nt

10-Nov2014
09:15:43

11-Nov2014
16:31:45

1 Day 7
Hours 16
Minutes

true

Enterprise
Security
Manageme
nt

07-Nov2014
14:01:13

Assignment
Group

INC019850
69

Service
Desk

07-Nov2014
14:01:06

07-Nov2014
14:05:28

4 Minutes

true

Service
Desk

07-Nov2014
17:11:25

Assignment
Group

INC019850
69

Service
Desk

07-Nov2014
17:11:20

07-Nov2014
17:20:04

8 Minutes

true

Service
Desk

07-Nov2014
14:05:29

Assignment
Group

INC019850
69

ServiceNow
Application
Support

07-Nov2014
14:05:28

07-Nov2014
17:11:20

3 Hours 5
Minutes

true

ServiceNow
Application
Support

17-Nov2014
11:25:17

Status

INC019850
69

Assigned

17-Nov2014
11:25:15

17-Nov2014
16:18:26

4 Hours 53
Minutes

true

ServiceNow
Application
Support

07-Nov2014
14:05:29

Status

INC019850
69

Assigned

07-Nov2014
14:05:28

12-Nov2014
08:52:23

4 Days 18
Hours 46
Minutes

true

ServiceNow
Application
Support

-6-

Comments

Calculation
complete

Assignmen
t Group

false

ServiceNow
Application
Support

5 Days 2
Hours 32
Minutes

true

Service
Desk

07-Nov2014
14:05:28

4 Minutes

true

Service
Desk

10-Nov2014
09:09:05

10-Nov2014
09:15:43

6 Minutes

true

Service
Desk

Sourjadip
Sikdar

07-Nov2014
17:11:20

07-Nov2014
17:20:04

8 Minutes

true

Service
Desk

INC019850
69

Alex
Robertson

07-Nov2014
17:20:04

07-Nov2014
17:28:36

8 Minutes

true

ServiceNow
Application
Support

Assigned
Person

INC019850
69

Darrin
Robinson

11-Nov2014
16:23:42

11-Nov2014
16:31:45

8 Minutes

true

Enterprise
Security
Manageme
nt

12-Nov2014
08:10:30

Assigned
Person

INC019850
69

Bryan Smith

12-Nov2014
08:10:27

12-Nov2014
08:13:04

2 Minutes

true

ServiceNow
Application
Support

07-Nov2014
17:05:47

Assigned
Person

INC019850
69

Alex
Robertson

07-Nov2014
17:05:45

07-Nov2014
17:11:20

5 Minutes

true

ServiceNow
Application
Support

12-Nov2014
08:13:12

Assigned
Person

INC019850
69

Sourjadip
Sikdar

12-Nov2014
08:13:04

17-Nov2014
11:25:15

5 Days 3
Hours 12
Minutes

true

Service
Desk

17-Nov2014
16:18:24

Assigned
Person

INC019850
69

Alex
Robertson

17-Nov2014
16:18:15

false

ServiceNow
Application
Support

Created

Definition

ID

Value

Start

End

17-Nov2014
16:18:34

Status

INC019850
69

Awaiting
Supplier
Response

17-Nov2014
16:18:26

12-Nov2014
08:52:26

Status

INC019850
69

In Progress

12-Nov2014
08:52:23

17-Nov2014
11:25:15

07-Nov2014
14:01:13

Status

INC019850
69

New

07-Nov2014
14:01:06

10-Nov2014
09:09:14

Assigned
Person

INC019850
69

Sourjadip
Sikdar

07-Nov2014
17:11:25

Assigned
Person

INC019850
69

07-Nov2014
17:20:08

Assigned
Person

11-Nov2014
16:23:44

-7-

Duration

Comments