Eptura Workplace incident
S2 iOffice Automated Processes , including AUP's, data exports, and scheduled tasks
Resolved after 2 hours 16 minutes, affecting System Status, on May 11, 2023.
**iOFFICE Detailed Root Cause Analysis – Severity 2 – 05/11/2023** **iOffice Automated Processes, including AUP's, Data Exports, and Scheduled Tasks** **Description:** On May 11, 2023, at approximately 7:22am, MST multiple customers reported issues of the iOffice Automated Processes, including AUP's, Data Exports, and Scheduled Tasks have not been processed from the previous day. **Type of Event:** Performance Degradation **Services\\Modules Impacted:** Production **Timeline:** On May 11, 2023, 7:22am, MST, internal and external customers notified the Support Team that Automated Processes, including AUP's, Data Exports, and Scheduled Tasks have not been processed from the previous day. At 9:13am, MST our customers were notified via Status Page that our Dev Ops Team are in an Investigation Phase. At approximately, 10:30am, MST, our Dev Ops Team had identified and implemented the resolution. We updated the Status Page and notified customers that we will go into a Monitoring phase. At 11:47am, MST, multiple customers were able to verify the fix and the Status Page was updated from Monitoring to Resolved. **Total Duration of Event:** 4hrs 25mins **Root Cause Analysis:** The Dev Ops Team identified the Root Cause in the program and a minor code fix was implemented to correct it. **Preventative Action:** An install and provisioning of internal programs were implemented to prevent this from happening again.
Affected components
Update timeline
- investigating May 11, 2023, 03:31 PM UTC
We are currently investigating an issue that involves Automated processes.
- monitoring May 11, 2023, 04:38 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved May 11, 2023, 05:47 PM UTC
This incident has been resolved.
- postmortem May 23, 2023, 06:47 PM UTC
**iOFFICE Detailed Root Cause Analysis – Severity 2 – 05/11/2023** **iOffice Automated Processes, including AUP's, Data Exports, and Scheduled Tasks** **Description:** On May 11, 2023, at approximately 7:22am, MST multiple customers reported issues of the iOffice Automated Processes, including AUP's, Data Exports, and Scheduled Tasks have not been processed from the previous day. **Type of Event:** Performance Degradation **Services\\Modules Impacted:** Production **Timeline:** On May 11, 2023, 7:22am, MST, internal and external customers notified the Support Team that Automated Processes, including AUP's, Data Exports, and Scheduled Tasks have not been processed from the previous day. At 9:13am, MST our customers were notified via Status Page that our Dev Ops Team are in an Investigation Phase. At approximately, 10:30am, MST, our Dev Ops Team had identified and implemented the resolution. We updated the Status Page and notified customers that we will go into a Monitoring phase. At 11:47am, MST, multiple customers were able to verify the fix and the Status Page was updated from Monitoring to Resolved. **Total Duration of Event:** 4hrs 25mins **Root Cause Analysis:** The Dev Ops Team identified the Root Cause in the program and a minor code fix was implemented to correct it. **Preventative Action:** An install and provisioning of internal programs were implemented to prevent this from happening again.
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