Eptura Workplace experienced a major incident on October 12, 2022 affecting Asset Module, lasting 4h 20m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 12, 2022, 08:18 PM UTC
We are currently investigating an issue for all iOffice/Ricoh customers who use FMAudit Meter Application to Trac. We are aware that reports have not been received as of 10.7.2022. Our next update will be 6:20pm MST.
- monitoring Oct 12, 2022, 11:34 PM UTC
Our Engineering team implemented a fix and we are moving into a monitoring state for the next hour. We have confirmed in support that the issue is now resolved. If you are still experiencing issues please don't hesitate to submit a support ticket. We will continue monitoring for an hour while waiting for confirmations of resolution.
- resolved Oct 13, 2022, 12:39 AM UTC
This incident has been resolved all for all iOffice/Ricoh customers who use FMAudit Meter Application to Trac.
- postmortem Oct 21, 2022, 07:40 PM UTC
**Preliminary Event Analysis \(RCA\) – Severity 2 – October 12, 2022** **Description:** _On October 12, 2022, at approximately 10:44 MDT, support received reports of issues for iOffice/Ricoh customers regarding FMAudit reporting that stopped working October 7, 2022._ **Type of Event:** _Service Disruption_ **Services\\Modules Impacted:** _All Ricoh customers using FMAudit_ **Remediation:** _Engineering re-ran current process with correct configuration._ **Timeline:** _**October 12, 2022**_ _10:44am MDT: Support receives emails from Ricoh stating FMAudit reporting stopped after 10.7.2022_ _11:05am - this issue was escalated and investigated by Tier 2_ _1:06pm - investigation began and Tier 2 identified sites that were showing FMAudit reporting stopped after 10.7.2022_ _1:17pm - Ricoh confirmed that this issue is happening to all Ricoh sites using FMAudit_ _1:47pm – Support escalates this issue to engineering_ _2:18pm – Fire Alarm was pulled, and status page was posted as investigating for client_ _5:34pm – Engineering has implemented a fix and status page was updated to monitoring._ _6:39pm – Status page has been updated to resolved and customer provided confirmation for the fix._ **Total Duration of Event:** _7hrs 55mins_