Cloud Help Desk: Delays for ticket imports [Dec 1, 2021]

Sean-Spiceworks · 2021-12-01T15:01:33.000Z

We’re currently experiencing a high volume of organizations importing tickets into the Spiceworks Cloud Help Desk (CHD). As specified during the import process, during periods such as now, tickets import could take days. Please note that imported tickets and users will not appear until the import finishes and that uploading the same file multiple times can result in ticket duplication and delays.

Note, that if you go back to your Import/Export area under Settings, you should also be able to view the status of any pending or in-progress imports.

If the import fails or takes longer than 72 hours, do not hesitate to contact us via our support channels. Thank you for your patience.

Note you can also follow along on our Status Page for updates on this:

status.spiceworks.com

Cloud Help Desk - Delay for ticket imports

Spiceworks's Status Page - Cloud Help Desk - Delay for ticket imports.

jamescaselton · 2021-12-03T11:14:53.000Z

Hi Sean,

Thanks for this update. We are looking into migrating over to the cloud system - just wanted to ask, with EOL on the old system nearing, what are the implications of continuing to use the old system? It may be that we want to wait until January to switch over so just trying to assess the risks of sticking with the old until then?

Thanks

Sean-Spiceworks · 2021-12-06T20:26:40.000Z

Hi @jamescaselton , the technical answer to that is that come Jan 1, 2022, we will no longer be supporting legacy Desktop 7.5. That said, we don’t have a switch that we’ll be toggling that will stop it from working on that date.

You will find a lot of the reasoning behind this listed here:

What’s going on with Spiceworks Tools & Apps in 2021? Spiceworks Support

Hi SpiceHeads, While we’ve been posting various updates as of late, we know many of you are curious about the direction of the Spiceworks Tools & Apps. We want to make sure you’re not just aware of our plans but are also a part of the conversation. The road behind us Our primary focus this year is on helping our members migrate off of the legacy Desktop application. Back in 2018, we announced that we were no longer going to be improving Spiceworks Desktop after version 7.5 and that version 8.0…

I know some will continue to use legacy Desktop 7.5 until it no longer works for them. When exactly that will be, I wish I had a real answer for you but, as you’ll read in the above, much of that is not determined by us. For example, both Microsoft and Google are making improvements to the security of email mailbox authentication that will no longer work with our legacy software.

Our recommendation is (of course) to move to a solution that is current and being updated but I know that is easier said than done and some may see how long they can continue to use software that is no longer supported.

jamescaselton · 2021-12-07T08:10:50.000Z

Thanks for your answer Sean, that helps a lot, much appreciated.