Deskpro incident
We are investigating connectivity issues affecting some customers
Deskpro experienced a notice incident on September 10, 2024 affecting Admin Interface and Agent Interface, lasting 33m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Sep 10, 2024, 01:02 PM UTC
We are aware of some customers in the US1 region are experiencing issues using the agent interface.
- identified Sep 10, 2024, 01:02 PM UTC
We are continuing to work on a fix for this issue.
- monitoring Sep 10, 2024, 01:04 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Sep 10, 2024, 01:18 PM UTC
This incident has been resolved.
- postmortem Sep 11, 2024, 08:27 AM UTC
A core piece of infrastructure on our Cloud platform, the database, is being updated. Our team has been performing many tests on the new version over the last few weeks, all of which have been successful. Yesterday, at 09:00 BST, our team deployed a new read-only slave to a small subset of customers. This new slave began to fail at around 13:40 BST, causing a number of HTTP endpoints to fail. Our team removed the failing slave from the cluster at 14:01 BST to restore normal service. We are still investigating the nature of the failure on the slave to ensure it cannot happen again in the same way.