Service Desk Ticketing System (ASM): Performance and Login issues

Update timeline

1. investigating Apr 08, 2026, 09:54 AM UTC

   We have been made aware of issues impacting the Service Desk ticketing system (ASM), including reports of very slow processing and not being able to complete the login process. The issue has been raised and escalated with our third-party provider, who are undertaking investigations. Issues with failing to log in can be intermittent, and so repeated attempts can sometimes result in success. We will provide updates as our provider proceeds with their investigations.

2. monitoring Apr 08, 2026, 10:12 AM UTC

   Our provider has completed their initial investigations, and have applied a remedy to fix the issues being experienced. Normal service has been restored, but performance is continuing to be monitored to ensure the fix has been fully effective.

3. monitoring Apr 09, 2026, 07:58 AM UTC

   Some reports continued regarding slower than expected operation of the service, and additional mediation has been attempted in response. Our engineers and our provider are continuing to monitor and assess the situation.

4. monitoring Apr 10, 2026, 03:44 PM UTC

   Further investigations were undertaken into the slow performance of the system, and our provider has recently identified what they believe to be the underlying root cause. Remediation has subsequently been applied, and normal service operation appears to have been restored, though monitoring will continue over the weekend.

5. monitoring Apr 13, 2026, 12:41 PM UTC

   Monitoring indicates that normal performance has been sustained since the fix was applied, but additional monitoring will continue through the rest of the day.

6. resolved Apr 23, 2026, 02:28 PM UTC

   This incident has been resolved.