Dyopath experienced a minor incident on December 15, 2025 affecting SmartIT and "Legacy" ITSM Console, lasting 11h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Dec 15, 2025, 02:54 PM UTC
We have been made aware of some issues impacting the performance of the BMC Helix service. Known impacts include issues searching for tickets and knowledge as well as some general slowness of the system. A support ticket has been opened with BMC support and they are aware of the issue and working to resolve it. Additional updates will be sent within the next hour or as they become available.
- identified Dec 15, 2025, 04:15 PM UTC
We continue to experience issues with searching and general slowness of the system. BMC support remains engaged and is working towards resolution. No further updates at this time. We will continue to provide updates in the next hour or as soon as they become available.
- identified Dec 15, 2025, 06:11 PM UTC
BMC support continues to work to resolve this ongoing issue with searching and general slowness. Additional updates will be sent within the next hour or as they become available.
- identified Dec 15, 2025, 07:10 PM UTC
BMC support continues to work to resolve this ongoing issue with searching and general slowness. Additional updates will be sent within the next hour or as they become available.
- identified Dec 15, 2025, 08:33 PM UTC
BMC support continues to work to resolve this ongoing issue with searching and general slowness. Additional updates will be sent within the next hour or as they become available.
- identified Dec 15, 2025, 09:59 PM UTC
BMC support continues to work to resolve this ongoing issue with searching and general slowness. Additional updates will be sent within the next hour or as they become available.
- identified Dec 15, 2025, 11:01 PM UTC
BMC support continues to work to resolve this ongoing issue with searching and general slowness.
- identified Dec 15, 2025, 11:03 PM UTC
BMC support continues to work to resolve this ongoing issue with searching and general slowness.
- resolved Dec 16, 2025, 01:55 AM UTC
The issue with searching and general slow performance has been resolved. If you continue to experience issues, please report them through your normal channels.
- postmortem Jan 02, 2026, 06:24 PM UTC
# BMC Support Post Incident Report ### December 23, 2025 #### Case Number and/or SSR identification SSR-23526 #### Overview and Remediation On December 15, 2025, the customer reported that users were unable to search for requests and were experiencing slow performance and occasional service interruptions. The operations team investigated and identified a capacity issue that was affecting system stability. Service was fully restored on December 16, 2025, at 00:59 UTC. #### Root Cause The investigation determined that the OpenSearch infrastructure experienced a resource contention due to memory pressure. This caused search requests to fail intermittently and time out. To resolve the memory pressure, the team performed horizontal scaling of the infrastructure. To scale out the OpenSearch infrastructure horizontally, data synchronization was required, which caused a delay in restoration. In addition, we identified a resource issue on one node in the search infrastructure that affected the stability of other nodes. This behavior has been classified as a defect, and a ticket has been opened. #### Customer Impact During the impact period, customer experienced issues with search not returning results, noticed slower response times, and occasional service interruptions. #### Preventative Action Taken * Scaled out OpenSearch infrastructure to ensure performance stability and prevent similar issues in the future. * Enhanced observability by adding additional Java heap–related metrics, enabling earlier detection of heap pressure and allowing the team to respond proactively to prevent service impact. * Identified that a resource issue on one node part of the search infrastructure affected the stability of other nodes. Raised a critical ticket to resolve the defect.