Click Outage History

Started Oct 14, 2026, 04:21 PM UTC· resolved Oct 16, 2026, 09:57 AM UTC

1. identified Oct 14, 2026, 04:21 PM UTC

   Dear customer, We have identified an issue affecting ClickMobile on Android devices. Symptoms: Users can't log in to the ClickMobile Android app and see the error "The server is unavailable; please try again later." Cause: A recent Android System WebView update (version 155 and above) is incompatible with the ClickMobile login flow. Devices on WebView 154 or earlier are not affected. WebView updates automatically through the Google Play Store, so more devices may be affected over time. Workaround 1. Go to Settings > Apps, enable "Show system apps," then select Android System WebView > three-dot menu > "Uninstall updates." Confirm the version is lower than 155. 2. In the Play Store, open the Android System WebView page > three-dot menu, and turn off "Enable auto update." 3. Fully close ClickMobile (swipe it away from recent apps), then reopen it and sign in. Updated app with a fix: An updated ClickMobile app that addresses this issue is available but hasn't completed full testing. If you would like to try the app, please contact Support to request it. We will share another update when the fix is generally available. Warm regards, Click Support

2. resolved Oct 16, 2026, 09:57 AM UTC

   Dear Customer, We are pleased to inform you that a new version of the ClickMmobile app is now available on the Google Play Store. This release resolves the “The server is unavailable; please try again later.” error that some users experienced. For users enrolled in the beta program: Please unregister from the beta version and allow some time for the production release to become available to your device. Once it appears, you can download and install it from the Play Store. We sincerely apologize for any inconvenience this issue may have caused. Thank you for your patience and understanding. Warm regards, ClickSoftware Support

Read the full incident report →

Started Sep 24, 2026, 03:16 AM UTC· resolved Sep 24, 2026, 07:09 AM UTC

1. investigating Sep 24, 2026, 03:16 AM UTC

   Dear Customer, We are investigating potential availability issues with our Field Service Edge (FSE) services were gantt and tasks maynot be visible in UI. We are actively investigating and will communicate with you as soon as it gets resolved. We apologize for any inconvenience. Warm Regards, Kumar Nitesh

2. identified Sep 24, 2026, 06:40 AM UTC

   Dear Customer, We have identified performance issues that is affecting our Field Service Edge (FSE) services. We are working to restore services and will provide information as it becomes available. We appreciate your patience as we work to resolve this issue. We will keep you updated until the issue is resolved. ClickSoftware Support

3. resolved Sep 24, 2026, 07:09 AM UTC

   Dear Customer, The issue affecting Field Service Edge service has now been resolved. We are sorry for any inconvenience this may have caused. Ensuring your success is our top priority at Salesforce, and we’re focused on learning from this issue and preventing any recurrences. We have started on the root cause analysis and it will be posted to this incident record once complete. Thank you for your patience, Click Support

4. postmortem Oct 07, 2026, 10:18 AM UTC

   Root Cause Analysis Report for this incident is available here: [RCA - September 24, 2026 - FSE PROD](https://community.clicksoftware.com/s/article/Root-Cause-Analysis-Report-Cloud-Service-Interruption-S1-Incident-September-24-2026) This link requires login to ClickAccess Customer Community. Please email [[email protected]](mailto:[email protected]) if you are an existing customer/partner of Click and require assistance accessing our customer community portal.

Read the full incident report →

Started Sep 02, 2026, 09:19 AM UTC· resolved Sep 02, 2026, 01:10 PM UTC

1. investigating Sep 02, 2026, 09:19 AM UTC

   Dear Customer, We're currently investigating an availability issue with the ClickSoftware community portal, which may affect creating new cases or accessing existing ones. In the meantime, please reach out to us at [email protected] for any new case or existing case communication. We're actively working on a resolution and will update you as soon as it's fixed. We apologize for the inconvenience. Thank you, Salesforce Support

2. investigating Sep 02, 2026, 10:25 AM UTC

   Dear Customer, Thank you for your patience. We have identified the availability issue affecting the ClickSoftware community portal and are actively working toward a resolution. Please note that the impact of this issue is limited, and not all customers will be affected. If you experience difficulty creating a new case or accessing an existing one, kindly contact us at [email protected] for assistance with any new or existing case communication. We will continue to provide updates as we progress toward a full resolution. We appreciate your understanding and patience. Thank you, Salesforce Support

3. resolved Sep 02, 2026, 01:10 PM UTC

   Dear Customer, We're pleased to inform you that the availability issue affecting the ClickSoftware community portal has now been resolved. You should be able to create new cases and access existing ones as usual. Thank you for your patience and understanding while we worked through this. If you continue to experience any issues, please don't hesitate to reach out to us at [email protected]. We appreciate your continued trust in our support. Thank you, Salesforce Support

Read the full incident report →

Started May 06, 2026, 11:28 AM UTC· resolved May 06, 2026, 11:28 AM UTC

1. resolved May 06, 2026, 11:28 AM UTC

   Dear Customer, We recently had to rotate our Twilio authentication token due to a security incident. If you access our Twilio account directly, your credentials will need to be updated. Kindly contact us via a new case or through an email at [email protected], and we will assist you with the necessary updates. We apologize for any inconvenience caused and appreciate your understanding. Thank You, Click Support

Read the full incident report →

Started Apr 04, 2026, 02:08 PM UTC· resolved Apr 04, 2026, 02:08 PM UTC

1. resolved Apr 04, 2026, 02:08 PM UTC

   Dear Click Customer, This is to inform you that at 3:30 AM UTC on April 4, our monitoring systems identified that some Field Service Edge platform Agents on the EU Production POD had become idle. We recommend that you please confirm whether your Agents are running as expected. If not, kindly restart your Agents. Please note that this action cannot be performed by our Support Engineers. If you find that your Agent(s) do not restart as expected, please open a Support Case. Our engineering team will review and attempt to determine the reason that the Agents stopped earlier today. We intend to provide an update within the next few days. In the meantime, our monitoring will continue to ensure that the Agents remain functional. Thank You, Click Support

2. postmortem May 04, 2026, 09:37 AM UTC

   Root Cause Analysis Report for this incident is available here: [RCA - April 4, 2026 - FSE EU PROD](https://community.clicksoftware.com/s/article/Root-Cause-Analysis-Report-Cloud-Service-Interruption-S1-Incident-April-4-2026) This link requires login to ClickAccess Customer Community. Please email [[email protected]](mailto:[email protected]) if you are an existing customer/partner of Click and require assistance accessing our customer community portal.

Read the full incident report →

Started Jan 31, 2026, 11:30 PM UTC· resolved Jan 31, 2026, 11:30 PM UTC

1. resolved Jan 31, 2026, 11:30 PM UTC

   Dear ClickSoftware Customer, Please be advised that Fuji MR23 Release maintenance activity originally scheduled for the region NA01 & NA03 for February 01, 2026, has been postponed due to predicted severe weather in the U.S. Northeast. This decision has been made to ensure system stability and support availability. NEW SCHEDULED DATE: Sunday, February 08, 2026 for both NA01 and NA03 We will soon send the new activity notification. Please feel free to contact us at [email protected]. Thank you, ClickSoftware Global Support A Salesforce Company

Read the full incident report →

Started Jan 23, 2026, 03:37 PM UTC· resolved Jan 23, 2026, 03:37 PM UTC

1. resolved Jan 23, 2026, 03:37 PM UTC

   Dear ClickSoftware Customer, Please be advised that Fuji MR23 Release maintenance activity originally scheduled for the region NA01 for January 25, 2026, has been postponed due to predicted severe weather in the U.S. Northeast. This decision has been made to ensure system stability and support availability. NEW SCHEDULED DATE: Sunday, February 01, 2026 for both NA01 and NA03 We will soon send the new activity notification. Please feel free to contact us at [email protected]. Thank you, ClickSoftware Global Support A Salesforce Company

Read the full incident report →

Started Jan 21, 2026, 09:49 PM UTC· resolved Jan 22, 2026, 01:00 AM UTC

1. identified Jan 21, 2026, 09:49 PM UTC

   We have identified an issue affecting our ClickMobile Services. We understand this is currently impacting field teams engaged. Current Action Plan: Our Engineering teams are actively working on a resolution to restore the services. Please feel free to contact us on our hotline or reach us at [email protected]. We apologize for the interruption. Further updates will be provided as soon as more information becomes available. Thank You, Click Support

2. identified Jan 21, 2026, 11:02 PM UTC

   Dear Customer We are still working to restore the service however its taking longer than expected. Please feel free to contact us on our hotline or reach us at [email protected]. We apologize for the interruption. Further updates will be provided as soon as more information becomes available. We appreciate your patience as we work to resolve this issue. Thank You, Click Support A Salesforce Company

3. resolved Jan 22, 2026, 01:00 AM UTC

   Dear Customer We are pleased to inform you that the issue affecting our Field Service Edge - ClickMobile Services, has been fully resolved. All services are now functioning normally, and performance has been restored. We greatly appreciate your patience and understanding while our teams worked to address the issue. If you have any further concerns or need assistance, please don't hesitate to contact our support team at [email protected]. Thank you for your continued trust and partnership. Thank You, Click Support

4. postmortem Jan 28, 2026, 08:30 PM UTC

   Root Cause Analysis Report for this incident is available here: [RCA - Jan 22, 2026 - CM Degradation](https://community.clicksoftware.com/s/article/RCA-22-January-2026-FSE-AU-PR-ClickMobile-Degradation) This link requires login to the ClickAccess Customer Community. Please email [email protected] if you are an existing customer/partner of Click and require assistance accessing our customer community portal.

Read the full incident report →

Started Jan 21, 2026, 09:32 PM UTC· resolved Jan 21, 2026, 09:32 PM UTC

1. resolved Jan 21, 2026, 09:32 PM UTC

   Dear ClickSoftware Customer, Please be advised that Fuji MR23 Release maintenance activity originally scheduled for the region on January 25, 2026, has been postponed due to predicted severe weather in the U.S. Northeast. This decision has been made to ensure system stability and support availability. NEW SCHEDULED DATE: Sunday, February 01, 2026 We will soon send the new activity notification. Please feel free to contact us at [email protected]. Thank you, ClickSoftware Global Support A Salesforce Company

Read the full incident report →

Started Nov 14, 2025, 03:58 PM UTC· resolved Nov 14, 2025, 04:23 PM UTC

1. investigating Nov 14, 2025, 03:58 PM UTC

   Dear Customers, We are currently investigating potential availability issues with our Field Service Edge (FSE) services. Our team is actively working on this, and we will keep you informed as soon as the issue is resolved. We sincerely apologize for any inconvenience this may cause. Best Regards, Click Software Support

2. resolved Nov 14, 2025, 04:23 PM UTC

   Dear Customer, The issue affecting the Field Service Edge service has now been resolved. All services are fully operational and working as expected. We sincerely apologize for any inconvenience this may have caused, and we appreciate your patience throughout this process. Best Regards, Click Software Support

3. postmortem Nov 26, 2025, 09:25 AM UTC

   Root Cause Analysis Report for this incident is available here: [RCA - November 14, 2025 - FSE UK PROD](https://community.clicksoftware.com/s/article/Root-Cause-Analysis-Report-Cloud-Service-Interruption-S1-Incident-November-14-2025) This link requires login to ClickAccess Customer Community. Please email [[email protected]](mailto:[email protected]) if you are an existing customer/partner of Click and require assistance accessing our customer community portal.

Read the full incident report →

Started Oct 06, 2025, 04:43 PM UTC· resolved Oct 06, 2025, 05:35 PM UTC

1. investigating Oct 06, 2025, 04:43 PM UTC

   Dear Customer, We would like to inform you that our Click Community services are currently inaccessible due to an unexpected service interruption. During this period, customers will be unable to log in to click.okta.com and will not be able to create or update support cases. If you require urgent assistance with any ongoing cases or need support with a new issue, please contact us via email at [email protected]. Our team is ready and committed to assisting you until services are fully restored. We understand how inconvenient this may be and sincerely apologize for the disruption. Our teams are actively working to resolve the issue as quickly as possible to restore full functionality. Thank you for your patience and understanding as we work to bring the service back online swiftly. Kind regards, Salesforce Click Support Team

2. resolved Oct 06, 2025, 05:35 PM UTC

   Dear Customer, We’re pleased to inform you that the earlier service interruption affecting Click Community access has been fully resolved. Customers can now successfully log in to click.okta.com and create or update support cases as usual. Our technical teams have confirmed that all services are operating normally. We sincerely appreciate your patience and understanding while we worked to restore full functionality. If you experience any further issues, please contact us at [email protected]. Kind regards, Salesforce Support Team

Read the full incident report →

Started Sep 30, 2025, 10:12 AM UTC· resolved Sep 30, 2025, 10:12 AM UTC

1. resolved Sep 30, 2025, 10:12 AM UTC

   Dear Customer, Our sincere apologies for not including this information in our earlier communications. Important Notice: For businesses using integrations with third-party systems such as SAP or TIBCO, it is necessary to update the certificate on your side. The required certificate can be downloaded from our public URL: https://( POD NAME ).cloud.clicksoftware.com/studio We appreciate your attention to this matter. Best Regards, Click Software

Read the full incident report →

Started Jun 03, 2025, 08:31 AM UTC· resolved Jun 03, 2025, 10:40 AM UTC

1. investigating Jun 03, 2025, 08:31 AM UTC

   We are currently experiencing an issue affecting access to Field Service Edge - Sandbox, which may prevent users from logging in or accessing related services. Our engineering team is actively investigating the root cause and working diligently to restore normal service as quickly as possible. We sincerely apologize for the inconvenience and appreciate your patience during this time. We will continue to share updates here as more information becomes available.

2. monitoring Jun 03, 2025, 09:23 AM UTC

   We are pleased to inform you that the issue affecting our Field Service Edge - Sandbox services, has been identified and a fix has been implemented. The issue appears to be resolved now however we continue to monitor the services. We will continue to share updates here as more information becomes available.

3. resolved Jun 03, 2025, 10:40 AM UTC

   We are pleased to inform you that the issue affecting our Field Service Edge - Sandbox services, has been fully resolved. All services are now functioning normally, and performance has been restored. We greatly appreciate your patience and understanding while our teams worked to address the issue. If you have any further concerns or need assistance, please don't hesitate to contact our support team at [email protected]. Thank you for your continued trust and partnership.

4. postmortem Jul 06, 2025, 07:50 PM UTC

   Root Cause Analysis Report for this incident is available here: [RCA - June 3, 2025 - FSE EU Sandbox](https://community.clicksoftware.com/s/article/Root-Cause-Analysis-Report-Cloud-Service-Interruption-FSE-EU-Sandbox-June-3-2025) This link requires login to ClickAccess Customer Community. Please email [[email protected]](mailto:[email protected]) if you are an existing customer/partner of Click and require assistance accessing our customer community portal.

Read the full incident report →

Started May 27, 2025, 01:47 PM UTC· resolved May 27, 2025, 01:47 PM UTC

1. resolved May 27, 2025, 01:47 PM UTC

   Dear ClickSoftware Customer, Twilio has transitioned out of Field Service Edge on Sandbox PODs already, as we heading to the last stage of deployment Twilio’s decommission on Production PODs. If you are using Field Service Edge Mobile app with your workforce persistently, this change won’t impact your users and you will be able to continue to use Twilio's services as before. However: 1. If you are using Field Service Edge Mobile app on a sporadic manner, with a handful of users, you will be required to use Google Authenticator instead. 2. If you think that the sporadic interaction is essential for your business, you need to justify the business need over a Support case. The planned dates for rolling-out Twilio’s decommission feature on Production PODs are: 1. June 8: AU, UK and CA 2. June 15: EU and NA03 3. June 22: NA01 If you require assistance in changing the configuration from Twilio to Google Authenticator, please approach Customer Support. Kind regards, ClickSoftware Global Customer Support

Read the full incident report →

Started May 01, 2025, 01:48 PM UTC· resolved May 01, 2025, 01:48 PM UTC

1. resolved May 01, 2025, 01:48 PM UTC

   Dear ClickSoftware Customer, We hope you're doing well. This is a friendly reminder that the previous login URL ( login.clicksoftware.com ) has been deprecated and is no longer in use. To continue accessing your ClickSoftware Community account securely, please use our updated login portal: click.okta.com. We recommend bookmarking this link for easy future access. Once logged in, simply select the Click Community tile to reach the community site. This update is part of our commitment to improving security and providing a smoother, more reliable user experience. If you have any questions or need support during this transition, our team is here to help. Feel free to reach out or email us at [email protected]. Thank you for being a valued part of the ClickSoftware community. Warm regards, ClickSoftware Global Support

Read the full incident report →

Started Apr 24, 2025, 12:59 PM UTC· resolved Apr 24, 2025, 02:25 PM UTC

1. investigating Apr 24, 2025, 12:59 PM UTC

   We are currently experiencing an issue affecting access to login.clicksoftware.com, which may prevent users from logging in or accessing related services. Our engineering team is actively investigating the root cause and working diligently to restore normal service as quickly as possible. We sincerely apologize for the inconvenience and appreciate your patience during this time. We will continue to share updates here as more information becomes available.

2. resolved Apr 24, 2025, 02:25 PM UTC

   Dear ClickSoftware Customer, We would like to inform you that the login URL login.clicksoftware.com is now depreciated. Going forward, all customers are requested to log in via our updated and more secure portal: click.okta.com (Please bookmark the link for future use). Once logged in, please select the Click Community tile to access the community site. This change is part of our ongoing efforts to enhance security and ensure a more seamless experience for our users. If you have any questions or need assistance, please don’t hesitate to reach out to us or email [email protected]. Thank you for your continued support. The ClickSoftware Team

Read the full incident report →

Started Mar 31, 2025, 01:53 PM UTC· resolved Mar 31, 2025, 06:05 PM UTC

1. investigating Mar 31, 2025, 01:53 PM UTC

   We are investigating potential availability issues with our Field Service Edge (FSE) services. We are actively investigating and will communicate with you as soon as it gets resolved. We apologize for any inconvenience.

2. identified Mar 31, 2025, 04:28 PM UTC

   The issue has been identified and a fix is being implemented.

3. resolved Mar 31, 2025, 06:05 PM UTC

   Dear Customers, We are pleased to inform you that the issue affecting our Field Service (FSE) services has been fully resolved. All systems are now functioning normally, and performance has been restored. We greatly appreciate your patience and understanding while our teams worked to address the issue. If you have any further concerns or need assistance, please don't hesitate to contact our support team at [email protected]. Thank you for your continued trust and partnership. Regards Salesforce Support.

4. postmortem Apr 10, 2025, 10:15 AM UTC

   Root Cause Analysis Report for this incident is available here: [RCA - March 31st 2025 - FSE EU PROD - Database Connection Error.](https://community.clicksoftware.com/s/article/RCA-March-31st-2025-FSE-EU-PROD-Database-Connection-Error) This link requires login to ClickAccess Customer Community. Please email [[email protected]](mailto:[email protected]) if you are an existing customer/partner of Click and require assistance accessing our customer community portal.

Read the full incident report →

Started Jan 03, 2025, 11:51 AM UTC· resolved Jan 03, 2025, 01:56 PM UTC

1. investigating Jan 03, 2025, 11:51 AM UTC

   We are investigating potential availability issues with our Field Service Edge (FSE) services. We are actively investigating and will communicate with you as soon as it gets resolved. We apologize for any inconvenience.

2. resolved Jan 03, 2025, 01:56 PM UTC

   We are pleased to inform you that the availability issues with our Field Service Edge (FSE) services, which were affecting the Integration services, have now been fully resolved. Our team has successfully addressed the situation, and all services are operational. We apologize for any inconvenience caused and appreciate your patience. Thank you for your continued support.

3. postmortem Jan 16, 2025, 10:08 AM UTC

   Root Cause Analysis Report for this incident is available here: [RCA - January 3rd, 2025 - FSE NA03](https://community.clicksoftware.com/s/article/Root-Cause-Analysis-Report-Cloud-Service-Interruption-FSE-NA03-Production-January-3rd-2025) This link requires login to ClickAccess Customer Community. Please email [[email protected]](mailto:[email protected]) if you are an existing customer/partner of Click and require assistance accessing our customer community portal.

Read the full incident report →

Started Jan 02, 2025, 09:07 PM UTC· resolved Jan 20, 2025, 06:08 AM UTC

1. investigating Jan 02, 2025, 09:07 PM UTC

   We are currently investigating potential availability issues related to the "Analytics License Expired" error in our Field Service Edge (FSE) Analytics services. Our team is actively working to resolve the issue, and we will provide updates as soon as more information becomes available. We sincerely apologize for any inconvenience this may cause and appreciate your patience.

2. identified Jan 04, 2025, 07:18 AM UTC

   Dear Click Customer, Our engineering team has identified the issue and actively working on a solution. We will keep you informed with updates as we make progress. We appreciate your patience as we work to resolve this issue. We will keep you updated until the issue is resolved. Click Software Support A Salesforce Company

3. identified Jan 06, 2025, 04:25 PM UTC

   Dear ClickSoftware Customers, We want to thank you for your patience as we address the current issue affecting Click Analytics. Our team has identified the root cause and is actively collaborating with our vendor partners to implement a permanent fix. We understand how important this functionality is to your operations, and we're fully committed to resolving this as quickly and effectively as possible. We’ll continue to keep you updated with any significant progress. If you have any questions or concerns, our support team is here to assist you. Thank you for your understanding and trust. Thank you, ClickSoftware Global Support

4. identified Jan 07, 2025, 06:25 PM UTC

   Dear ClickSoftware Customers, We have identified the root cause of the issue and implemented a solution that is currently being applied. To ensure a seamless experience for all our customers, we are actively working on a comprehensive solution to address all tenants simultaneously. We deeply appreciate your ongoing support and patience as we work diligently to resolve this matter as quickly and effectively as possible. Thank you for trusting us and for your support. Thank you, ClickSoftware Global Support A Salesforce Company

5. identified Jan 09, 2025, 08:01 PM UTC

   Dear ClickSoftware Customers, Thank you for your time and Patience. We sincerely apologize for any inconvenience this situation may have caused. We are currently working together with our vendor to determine how to update the licenses for all tenants effectively. In the meantime, if any you encounter any issues related to Analytics, we request you to open a support case or email us at [email protected] and we will address it as quickly as possible. We appreciate your patience and understanding as we work to resolve this matter. Further updates will be provided as we make progress. Thank you, ClickSoftware Global Support

6. resolved Jan 20, 2025, 06:08 AM UTC

   We are closing this incident. Please open a Support Case or email us at [email protected] for any issues.

Read the full incident report →

Started Dec 16, 2024, 01:19 PM UTC· resolved Dec 17, 2024, 07:52 AM UTC

1. investigating Dec 16, 2024, 01:19 PM UTC

   Dear Customer, We are investigating potential availability issues with our Field Service Edge (FSE) Mobile Native App on Google playstore. We are actively investigating and will communicate with you as soon as it gets resolved. We apologize for any inconvenience. Best Regards, Click Software A Salesforce Company

2. identified Dec 16, 2024, 04:45 PM UTC

   Dear Customer, We have identified the issue that is affecting the avaiblity of the Click Mobile Native app on Google Playstore. We are working to restore it and will provide information as it becomes available. We appreciate your patience as we work to resolve this issue. We will keep you updated until the issue is resolved. Best Regards, Click Software Support, A Salesforce Company

3. resolved Dec 17, 2024, 07:52 AM UTC

   Dear Customer, We are pleased to inform you that the issue affecting the availability of the Service Edge App on the Google Play Store has been resolved as of 8:45 PM UTC. The app is now fully available for download We sincerely apologize for any inconvenience this may have caused and appreciate your patience throughout this process. Click Software Support, A Salesforce Company

4. postmortem Feb 19, 2025, 05:50 PM UTC

   Root Cause Analysis Report for this incident is available here: [RCA - December 16th, 2024 - FSE](https://community.clicksoftware.com/s/article/Root-Cause-Analysis-Report-Cloud-Service-Interruption-FSE-Production-December-16th-2024) This link requires login to ClickAccess Customer Community. Please email [[email protected]](mailto:[email protected]) if you are an existing customer/partner of Click and require assistance accessing our customer community portal.

Read the full incident report →

Started Dec 01, 2024, 09:00 AM UTC· resolved Dec 01, 2024, 10:40 AM UTC

1. investigating Dec 01, 2024, 09:00 AM UTC

   Dear ClickSoftware Customers, We are currently experiencing issues with the MR19 deployment. This may impact the functionality of ClickMobile services for users. Our team is actively working to resolve this. Updates will follow as progress is made. Thank you for your patience. Thank you, ClickSoftware Global Support!

2. resolved Dec 01, 2024, 10:40 AM UTC

   Dear ClickSoftware Customers, The issue preventing engineers from logging in to ClickMobile has now been resolved. We sincerely thank you for your time and patience while our team worked to address this matter. If you continue to experience any issues, please contact ClickSoftware Global Support. Thank you

3. postmortem Dec 05, 2024, 06:30 PM UTC

   Root Cause Analysis Report for this incident is available here: [December 1st, 2024 - FSE EU PROD - ClickMobile Timeout Errors](https://community.clicksoftware.com/s/article/December-1st-2024-FSE-EU-PROD-ClickMobile-timeout-errors). This link requires login to ClickAccess Customer Community. Please email [[email protected]](mailto:[email protected]) if you are an existing customer/partner of Click and require assistance accessing our customer community portal.

Read the full incident report →

Started Nov 20, 2024, 11:58 PM UTC· resolved Dec 02, 2024, 09:14 AM UTC

1. investigating Nov 20, 2024, 11:58 PM 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

2. 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

3. 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.

4. 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

5. 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

6. 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.

7. 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

8. 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.

9. 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

10. 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.

11. 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.

Read the full incident report →