Outage in Spiceworks

Cloud Help Desk - MFA deliverability issues for some users

Resolved Minor
March 20, 2025 - Started 7 months ago - Lasted about 23 hours
Official incident page

Incident Report

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
Components affected
Spiceworks Cloud Help Desk

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Latest Updates ( sorted recent to last )
RESOLVED 7 months ago - at 03/21/2025 01:16PM

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 support@spiceworks.com

INVESTIGATING 7 months ago - at 03/20/2025 01:57PM

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

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