Issues with SMP Version 2.4.1 – Function Number Creation and Modification

Update timeline

1. investigating Oct 23, 2025, 09:41 AM UTC

   Dear Customer, We are currently investigating an issue affecting the SMP platform in the EU West and Nordics regions. This is resulting in users being unable to edit or modify ACD numbers (such as adding or removing members), as well as creating new ACD groups. Our technical teams are actively working to identify the root cause and implement a resolution. We will provide updates every 60 minutes as more information becomes available. We apologise for any inconvenience this may cause and appreciate your patience while we work to resolve the issue. Kind regards, Dstny Support

2. investigating Oct 23, 2025, 10:59 AM UTC

   Following the rollout of SMP version 2.4.1, we would like to clarify that the issues are not limited to the previously reported inability to edit or modify ACD numbers (such as adding or removing members), or to create new ACD groups. We are currently seeing a broader range of problems being reported, indicating more general issues with the platform rather than a single, isolated fault. The impact is ongoing and our teams are actively investigating. If you or your customers experience any issues, please report them to Support so they can be reviewed and addressed accordingly. We will provide a further update within the next hour. Kind regards, Dstny Support

3. investigating Oct 23, 2025, 12:01 PM UTC

   We are continuing to investigate the various issues reported following the rollout of SMP version 2.4.1. At this stage, the problems appear to be broader than initially identified, and we are working to understand the full scope. If you or your customers experience any issues, please continue to report them to Support. Each report helps us build a clearer picture and will assist in resolving the problems once they are fully identified. We appreciate your patience and will provide a further update shortly. Kind regards, Dstny Support

4. identified Oct 23, 2025, 12:40 PM UTC

   We are continuing to investigate the issues affecting SMP version 2.4.1. As part of our recovery plan, we will be rolling back to the previous version (2.4.0.1), starting with UAT and then progressing to Production. We will keep you informed as this process moves forward and will provide further updates as soon as they are available. Kind regards, Dstny Support

5. identified Oct 23, 2025, 01:37 PM UTC

   The rollback to version 2.4.0.1 in UAT has now been completed. We are currently testing to confirm whether the rollback has been successful. Initial findings in UAT indicate that some issues may still be present, and our teams are continuing to investigate. We will keep you informed as progress continues and provide further updates as soon as possible. Kind regards, Dstny Support

6. identified Oct 23, 2025, 01:53 PM UTC

   The rollback to version 2.4.0.1 in UAT has been completed and confirmed to be working successfully without issue. We are now proceeding with the rollback of the Production environment, effective immediately. Once the rollback is complete, we will carry out the necessary verifications to ensure stability and functionality. A further notice will be sent once these checks are concluded. If you experience any issues following the rollback, please report them to Support so they can be investigated promptly. Kind regards, Dstny Support

7. monitoring Oct 23, 2025, 02:19 PM UTC

   We can confirm that the rollback to version 2.4.0.1 in the Production environment has been successfully completed. All necessary verifications and checks have been carried out, and the platform is now operating as expected without issue. If you or your customers experience any problems following the rollback, please raise them with Support so they can be investigated. However, we do not anticipate any further issues, as version 2.4.0.1 was the last known stable release. We will continue to monitor service availability for the next 24 hours and do not anticipate any further impact at this time. Thank you for your continued patience and cooperation. Dstny Support

8. resolved Oct 24, 2025, 04:08 PM UTC

   We are pleased to confirm that this incident has now been fully resolved. Over the past 24 hours, we have closely monitored the situation and observed no recurrence or further impact. As part of the resolution, we have rolled back to SMP version 2.4.0.1, which has been confirmed as stable. The root cause has been identified, and appropriate measures have been implemented to prevent similar issues in future. We will be rescheduling the release of version 2.4.1 once further validation is complete, and new communications will be shared in due course. To provide transparency and insight, a detailed post-mortem report will be made available within the next five working days. We sincerely apologise for any inconvenience caused and thank you for your patience and understanding throughout this incident. If you have any further questions or concerns, please don’t hesitate to contact our support team. Thank you, Dstny Support

9. postmortem Nov 03, 2025, 04:50 PM UTC

   **Major Incident Category** Service Degradation **Post Mortem Owner** Jonathan Goodier **Date Post Mortem Completed \(UTC\)** 30th Oct 2025, 01:00 **Incident Summary** On 22nd October 2025 at 11:00 UTC, a service issue began affecting the ability to create or update call routing configurations, including Automatic Call Distribution \(ACD\) groups and Functional Numbers. This issue impacted all regions and was caused by a recent system update. While existing configurations continued to operate normally, attempts to modify or add new ones failed for users with specific billing configurations. The issue was detected shortly after deployment and resolved by 23rd October 2025 at 11:55 UTC. **Root Cause** The issue was caused by a change introduced during a recent system update, which altered how billing information was processed. Specifically, the system began sending an empty value instead of a null value when no billing ID was present. This led to errors in certain backend services that could not process the empty value correctly. The change was intended to support new functionality but was based on a misinterpretation during testing. **Incident Resolution** The issue was resolved by rolling back to a previous stable version of the system. This restored normal functionality for all affected users. A permanent fix is being developed to ensure the correct handling of billing information, and thorough testing will be conducted to validate compatibility across all relevant systems. **Mitigative Actions** * Update the system to send null values instead of empty strings when no billing ID is present. * Improve test coverage to include scenarios involving billing ID handling across different configurations. * Review and clarify expected behaviour for billing ID processing in documentation and training materials.