Click experienced a minor incident on November 20, 2024 affecting Schedule and Schedule and 1 more component, lasting 11d 9h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 21, 2024, 02:18 AM UTC
Dear Customer, We are investigating potential availability issues with our Field Service Edge (FSE) services affecting map pins. We are actively working on it and will communicate with you further updates. We apologize for any inconvenience. Click Support
- identified Nov 21, 2024, 05:26 AM UTC
Dear Customers, We have identified an issue affecting FSE Maps services within ClickSchedule. Our team is actively collaborating with our partners to resolve this matter as quickly as possible. We sincerely appreciate your understanding and cooperation during this time. Thank you, ClickSoftware Global Support A Salesforce Company
- identified Nov 21, 2024, 08:55 AM UTC
Our engineering team is working on a patch to fix the issue. We will keep you posted with updates. Appreciate your patience.
- identified Nov 22, 2024, 07:20 AM UTC
Dear Customer, We sincerely appreciate your patience and understanding. We would like to inform you that our Engineering team is actively working on building a fix for the issue and is currently performing sanity checks to ensure its effectiveness in mitigating the problem. We will provide you with an update as soon as significant progress is made. Thank you for your continued support. Best regards, ClickSoftware Global Support A Salesforce Company
- identified Nov 22, 2024, 10:35 PM UTC
Dear Customer, Thank you for your continued patience and understanding. We are pleased to inform you that our Engineering team has successfully tested the fix for the issue. We have scheduled its deployment in the Sandbox environment for November 24th. Thank you for your continued support. Best regards, ClickSoftware Global Support A Salesforce Company
- identified Nov 25, 2024, 12:52 PM UTC
Please be informed that the Sandbox deployment has now been moved to tomorrow i.e. November 26.
- identified Nov 26, 2024, 12:32 PM UTC
The fix of Maps has been successfully deployed as part of MR19 HF2 to all Sandbox pods. Next up - Planned fix to Production. We will deploy the HF to all Production pods on Sunday Dec 1. We will keep the incident open and keep you posted. - Click Support
- identified Nov 28, 2024, 11:11 AM UTC
MR19 HF3 to Sandbox is underway. This patch fix should resolve ongoing issues related to Powermaps. We will update you soon as the deployment completes.
- monitoring Nov 28, 2024, 01:51 PM UTC
MR19 HF3 is now deployed to all Sandbox pods. We will keep the incident open and monitor for sometime. In cases of issues, please report to us by raising support cases. - Click Support
- resolved Dec 02, 2024, 09:14 AM UTC
The patch fix for the Powermaps issue was successfully deployed on Production yesterday. The issue is resolved and we close this incident.
- postmortem Dec 05, 2024, 06:25 PM UTC
Root Cause Analysis Report for this incident is available here: [RCA - November 20th, 2024 - FSE PROD - Maps pins issue.](https://community.clicksoftware.com/s/article/RCA-November-20th-2024-FSE-PROD-Maps-pins-issue) This link requires login to ClickAccess Customer Community. Please email [email protected] if you are an existing customer/partner of Click and require assistance accessing our customer community portal.