Eptura Workplace incident

We are investigating an issue with iOffice

Minor Resolved View vendor source →

Eptura Workplace experienced a minor incident on July 26, 2023 affecting Reservation Module and Service Request Module and 1 more component, lasting 1d 7h. The incident has been resolved; the full update timeline is below.

Started
Jul 26, 2023, 02:21 PM UTC
Resolved
Jul 27, 2023, 10:03 PM UTC
Duration
1d 7h
Detected by Pingoru
Jul 26, 2023, 02:21 PM UTC

Affected components

Reservation ModuleService Request ModuleMail ModuleVisitor Module

Update timeline

  1. investigating Jul 26, 2023, 02:21 PM UTC

    We are currently investigating an issue with iOffice. We will update you when we have more information.

  2. investigating Jul 26, 2023, 02:31 PM UTC

    We are currently investigating an issue with email notifications. Our Engineering team is currently investigating to determine the cause of the disruption. The next update will be posted at 12:30 EST

  3. investigating Jul 26, 2023, 04:34 PM UTC

    Our Engineering team is continuing to investigate to determine the cause of the disruption. Next update will be posted at 2:30 PM CST.

  4. identified Jul 26, 2023, 06:32 PM UTC

    We are continuing to work on a fix for this issue. Next update will be posted at 4:30 PM EST.

  5. identified Jul 26, 2023, 09:16 PM UTC

    We are continuing to work on a fix for this issue.

  6. monitoring Jul 27, 2023, 03:49 AM UTC

    A fix has been implemented. We will be moving into a monitoring phase which will continue through tomorrow morning. Support will be reaching out to confirm this fix. The next update will be tomorrow, Thursday, July 27th at 7am EST. We appreciate your patience as we work to resolve this issue.

  7. monitoring Jul 27, 2023, 12:07 PM UTC

    After the fix was implemented, monitoring and testing the resolution continues. Thank you for your patience.

  8. resolved Jul 27, 2023, 10:03 PM UTC

    As we have not seen further service disruptions after the fix was implemented, we have moved to the Resolved Phase. A Detailed RCA will be posted in this incident in 10 business days. Please stay subscribed to the page to receive updates automatically.

  9. postmortem Aug 24, 2023, 06:47 PM UTC

    **Eptura Workplace Detailed Root Cause Analysis | Severity 2 | July 26, 2023** **Email Notifications are not being Received** ‌ **Description:** On July 26, 2023, at approximately 10:19am EDT, support received multiple reports of customers who were aren’t receiving email notifications from Reservations, Visitor, Mail and Service Request modules. **Type of Event:** Performance Degradation **Services\\Modules Impacted:** Production: Reservations, Visitor, Mail and Service Requests **Timeline:** On July 26, 2023, at approximately 10:19am EDT, support received multiple reports of customers who were not receiving email notifications from Reservations, Visitor, Mail and Service Request modules, and all customers were notified about the disruption via status page. At approximately 7:31pm EDT the fix was identified and implemented. The status page was updated from identified to monitoring at 11:49pm EDT. Monitoring continued through July 27, 2023. After no additional reports were made and customers confirmed resolution, the status page was moved from Monitoring to Resolved at 6:03pm EDT. **Total Duration of Event:** 9hrs 12mins **Root Cause:** Internal teams found misconfiguration on internal systems and worked to update the parameters to align systems to the correct services. **Preventative Action:** Internal teams continue to monitor all systems to ensure the configuration in other areas of the platform are aligned to the correct services as well.