Inline images for certain modules of ServiceDesk Plus Cloud were irrevocably lost between Sept. 7th, 2022 and Sept. 10th, 2022 for certain customers.
Notifications and Reply
What went wrong?
A build update with code changes to prevent deadlock condition in image file handling was released on Sept. 7th. The code changes interrupted the movement of certain inline images added via the ServiceDesk Plus Cloud UI to the permanent file store from the temporary file store, and kept these inline image files in the temporary file store. Files stored in the temporary file store for more than seven days were automatically purged per the storage cleanup norms and moved to the backup file store.
On Sept. 24th, an initial restoration was performed to restore the inline image files that were purged from the temporary file store. This restoration failed to restore the inline images that were purged from the temporary file store between Sept. 7th and Sept. 14th for the US, EU, CN, and AU data centers. A second restoration was initiated on Oct. 10th, to restore the missing inline image files.
Oversight in halting the backup store cleanup resulted in the irrevocable deletion of inline image files between Sept. 7th to Sept. 10th from the backup file store, rendering them irretrievable.
What was done to correct it?
On Sept. 24th, a fix to move inline images from the temporary file store to the permanent file store was released. Additionally, any inline image files that were still incorrectly stored in the temporary file store were moved to the permanent file store.
The initial restoration recovered the majority of inline image files purged from the temporary file store using a backup from the backup file store. A second restoration was done after further analysis revealed that the first restoration was only partial. The second restoration restored all retrievable inline image files. The restoration process was applied to each customer segment multiple times to ensure the most data possible was recovered.
Impacted customers: All data centers.
For more information, please reach out to our support team at firstname.lastname@example.org.