Gladly incident

Investigating errors editing and creating IVRs with schedule nodes

Minor Resolved View vendor source →

Gladly experienced a minor incident on April 20, 2023 affecting Channel - Voice, lasting 3h 56m. The incident has been resolved; the full update timeline is below.

Started
Apr 20, 2023, 03:52 PM UTC
Resolved
Apr 20, 2023, 07:49 PM UTC
Duration
3h 56m
Detected by Pingoru
Apr 20, 2023, 03:52 PM UTC

Affected components

Channel - Voice

Update timeline

  1. investigating Apr 20, 2023, 03:52 PM UTC

    Gladly is investigating reports of Admins not able to edit or create new IVRs containing schedule nodes We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Note that incoming and outgoing calls are not affected – this is limited to creation and editing of IVRs. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

  2. identified Apr 20, 2023, 04:21 PM UTC

    We are continuing to work on a fix for the IVR creation / editing issue. We will update the Status Page within 30 minutes, or when a fix is applied - whichever is earlier. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

  3. identified Apr 20, 2023, 04:49 PM UTC

    We are working on validating the fix for the IVR creation / editing issue. We will update the Status Page within 30 minutes, or when a fix is applied - whichever is earlier. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

  4. identified Apr 20, 2023, 05:28 PM UTC

    We are working on validating the fix for the IVR creation / editing issue. We will update the Status Page within 30 minutes, or when a fix is applied - whichever is earlier. Please contact Gladly Support should you have any questions or require any urgent changes on your IVR, or use this alternative form if you are unable to access the Help page.

  5. identified Apr 20, 2023, 06:00 PM UTC

    We are working on validating the fix for the IVR creation / editing issue. We will update the Status Page within 30 minutes, or when a fix is applied - whichever is earlier. Please contact Gladly Support should you have any questions or require any urgent changes on your IVR, or use this alternative form if you are unable to access the Help page.

  6. identified Apr 20, 2023, 06:42 PM UTC

    We are preparing the fix for the IVR creation / editing issue for deployment. We will update the Status Page within 30 minutes, or when a fix is applied - whichever is earlier. Please contact Gladly Support should you have any questions or require any urgent changes on your IVR, or use this alternative form if you are unable to access the Help page.

  7. identified Apr 20, 2023, 07:24 PM UTC

    We are preparing the fix for the IVR creation / editing issue for deployment. We will update the Status Page within 30 minutes, or when a fix is applied - whichever is earlier. Please contact Gladly Support should you have any questions or require any urgent changes on your IVR, or use this alternative form if you are unable to access the Help page.

  8. resolved Apr 20, 2023, 07:49 PM UTC

    We have deployed and verified a fix for the IVR creation/editing issues on Production. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.