Dyopath Outage History

Dyopath is up right now

Dyopath had 6 outages in the last 2 years totaling 25h 55m of downtime — averaging 0.2 incidents per month.

There were 6 Dyopath outages since September 26, 2024 totaling 25h 55m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://dyopathplatformstatus.statuspage.io

Major February 10, 2026

Contact Center Partial Service Outage

Detected by Pingoru
Feb 10, 2026, 08:35 PM UTC
Resolved
Feb 10, 2026, 11:35 PM UTC
Duration
2h 59m
Affected: AuthenticationAgent Call Handling
Timeline · 3 updates
  1. investigating Feb 10, 2026, 10:12 PM UTC

    There are confirmed reports of a partial outage of our Contact Center service. Reports consist of issues logging in and DNS errors when loading Contact Center pages. Please continue to attempt to utilize the services as it appears to be intermittent and on only impacting a portion of users at times. It is suggested that if you are experiencing issues, to clear your browser cache, fully close your browser, and attempt to access the platform again. Additional information will be posted within the next hour or as soon as it is available.

  2. monitoring Feb 10, 2026, 10:44 PM UTC

    Contact Center support has worked with 3rd party resources to identify a fix and begin resolution steps. Significant improvement in services has been noted. We will continue to monitor the issue until full resolution is confirmed. Users who still experience issues are encouraged to clear browser cache, completely close all browser windows, and attempt to access the system again. Additional information will be provided in the hour or as soon as it becomes available.

  3. resolved Feb 10, 2026, 11:35 PM UTC

    We have received confirmation from Contact Center support and 3rd parties that this issue has been fully resolved. If you experience additional issues, please submit it using your normal channels.

Read the full incident report →

Notice November 14, 2025

Helix Service Disruption

Detected by Pingoru
Nov 14, 2025, 07:03 PM UTC
Resolved
Nov 14, 2025, 08:15 PM UTC
Duration
1h 12m
Affected: Email Engine
Timeline · 3 updates
  1. investigating Nov 14, 2025, 07:03 PM UTC

    BMC has identified there is a potential impact identified to the Email Service in the Production environment. This is resulting in at least a portion of emails submitted to Helix that are not generating or updating tickets. BMC Support is engaged and working on identifying a resolution. An update will be published within an hour or as soon as available.

  2. investigating Nov 14, 2025, 08:06 PM UTC

    BMC support is continuing to investigate the cause and working towards a resolution of this email service issue. Again, this service disruption is impacting the processing of emails by the platform. Additional updates will be sent within the next hour or as soon as they are available.

  3. resolved Nov 14, 2025, 08:15 PM UTC

    BMC has confirmed they have resolved the issue. It was diagnosed as a database issue in the non-production environment. Services should be fully restored at this time. If you are experiencing any issues you believe to related to this issue, please submit a ticket and the team will investigate and follow up.

Read the full incident report →

Minor January 30, 2025

Delayed Processing of Emails and Workflows

Detected by Pingoru
Jan 30, 2025, 05:05 PM UTC
Resolved
Jan 30, 2025, 10:28 PM UTC
Duration
5h 22m
Affected: Email EngineWorkflows
Timeline · 4 updates
  1. monitoring Jan 30, 2025, 05:05 PM UTC

    We were made aware that email processing and some other backend processes in Helix were queueing for an extended period of time this morning. Some were not being processed for up to 40 minutes. We've engaged with BMC support and queued emails and backend processes appear to be processing as expected. We will continue to monitor this issue to confirm resolution.

  2. monitoring Jan 30, 2025, 06:43 PM UTC

    We are continuing to monitor this issue. The processing delays have improved but we are still experiencing longer than usual processing times. We are still engaged with BMC support to fully resolve this issue.

  3. monitoring Jan 30, 2025, 07:41 PM UTC

    BMC will be performing a rolling restart of production servers to address the ongoing issues. No service interruption is expected, however users may receive some session errors if their session is connected to the server being restarted at that time. A simple refresh of the page for the user should resolve the error they may receive.

  4. resolved Jan 30, 2025, 10:28 PM UTC

    Rolling restart has completed and we have confirmed that all Emails and Workflows are processing as expected.

Read the full incident report →

Critical December 11, 2024

Helix/DWP Outage

Detected by Pingoru
Dec 11, 2024, 10:25 PM UTC
Resolved
Dec 12, 2024, 12:34 AM UTC
Duration
2h 9m
Affected: SmartITDigital Workplace (DWP)"Legacy" ITSM Console
Timeline · 5 updates
  1. investigating Dec 11, 2024, 10:41 PM UTC

    There have been confirmed reports that Helix/DWP is currently unavailable. We are working with BMC support to identify the issue. More details will be shared in the next 30 minutes or as they become available.

  2. investigating Dec 11, 2024, 11:12 PM UTC

    At this time the issue is still being investigated to identify the problem. Portions of the platform have been coming available for short periods of time. More details will be shared in the next 30 minutes or as they become available.

  3. investigating Dec 11, 2024, 11:46 PM UTC

    At this time the issue is still being investigated to identify the problem. They platform continues to be sporadically available for some users as services are attempted to be restored. The recommendation is to continue to attempt to access the system periodically while a fix is worked to be identified and implemented. More details will be shared in the next 30 minutes or as they become available.

  4. investigating Dec 12, 2024, 12:16 AM UTC

    At this time the issue is still being investigated to identify the problem. They platform continues to be sporadically available for some users as services are attempted to be restored. More users are reporting they are able to access the platform over time. The recommendation is to continue to attempt to access the system periodically while a fix is worked to be identified and implemented. More details will be shared in the next 30 minutes or as they become available.

  5. resolved Dec 12, 2024, 12:34 AM UTC

    We have received confirmation from BMC that they have identified and resolved the issue. The outage was caused by a BMC network issue. Reports from users confirm they are able to access the system again. An RCA will be reviewed with BMC in the following days and further information will be available to anyone who needs it.

Read the full incident report →

Notice September 26, 2024

Issues accessing Smart IT and Legacy Helix consoles

Detected by Pingoru
Sep 26, 2024, 03:37 PM UTC
Resolved
Sep 26, 2024, 06:48 PM UTC
Duration
3h 10m
Affected: SmartIT"Legacy" ITSM Console
Timeline · 6 updates
  1. investigating Sep 26, 2024, 03:37 PM UTC

    We are currently receiving reports of issues accessing Smart IT and Legacy Helix consoles. We are currently investigating the issue and will provide updates every hour or as new information is available.

  2. identified Sep 26, 2024, 04:12 PM UTC

    BMC has provided an update stating they have identified and initial DNS issue that they are currently working on resolving. We will continue to provide updates in the next hour or when they become available. The issues appear to be sporadic and so the recommendation is if you are experiencing any issues, please wait several seconds and refresh the page to try again.

  3. identified Sep 26, 2024, 05:14 PM UTC

    BMC is continuing to work with their DNS vendor to resolve the intermittent access issues some users are currently experiencing. Again, the recommendation is if you are experiencing any issues, please wait several seconds and refresh the page to try again as the issues are intermittent and only affecting a small portion of users for short periods of time. We will continue to provide updates in the next hour or when they become available.

  4. monitoring Sep 26, 2024, 06:16 PM UTC

    BMC has informed us that they believe the issue has been resolved. We are checking with users to validate they are no longer experiencing the issue. We will monitor the issue for the next hour to validate system stability. If you continue to experience issues, please escalate the issue through your normal service outage channels.

  5. monitoring Sep 26, 2024, 06:45 PM UTC

    We are continuing to monitor for any further issues.

  6. resolved Sep 26, 2024, 06:48 PM UTC

    We are marking this issue as resolved based on feedback both from end users and confirmation from BMC. The impact was confirmed by BMC to be caused by a DNS access issue. If you continue to experience issues related to this incident, please escalate them through your normal outage escalation channels.

Read the full incident report →