Greenlight Guru incident
Service Disruption - Change Order Approvals
Greenlight Guru experienced a minor incident on November 6, 2025 affecting Greenlight - US and Greenlight - EU and 1 more component, lasting 23m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 06, 2025, 06:00 PM UTC
We are currently investigating a service disruption affecting the Documents workspace of the Greenlight Guru platform. Users may experience intermittent disruptions. Our engineering team is actively working to identify the root cause.
- identified Nov 06, 2025, 06:00 PM UTC
We have identified the cause of the disruption. We are currently implementing a fix and monitoring recovery.
- monitoring Nov 06, 2025, 06:01 PM UTC
A fix has been implemented, and we are closely monitoring the system to ensure full stability. Please reach out to [email protected] if you continue experiencing issues.
- resolved Nov 06, 2025, 06:08 PM UTC
This incident has been resolved. All impacted services are functioning normally. Thank you for your patience and understanding.
- postmortem Nov 07, 2025, 09:02 PM UTC
# Incident Summary On November 6, 2025, customers using SSO experienced a disruption to the e-signature approval process for Change Orders between approximately 14:30 UTC and 17:00 UTC. # Impact * Change Orders requiring approval were unable to progress or complete. * Users with SSO enabled experienced delays in document approval and associated workflows. * No data loss occurred, and all affected documents remained securely stored. # Root Cause A code change to routing transitions inadvertently disrupted the approval routing logic for Change Orders. The new code introduced an error in how routing transitions were evaluated for Change Orders. As a result, affected documents entered a continuous approval loop, preventing users from completing approval workflows. Specifically, the change to routing operations caused certain approval states to re-trigger instead of advancing to the next step in the approval process. This led to documents remaining perpetually in a “pending approval” state. # Resolution The engineering team identified the faulty logic and deployed a fix to correct the routing evaluation condition. Once applied, Change Orders resumed normal processing and previously impacted approvals were successfully completed. # Preventive Actions * Added automated tests for routing transition edge cases, including routing scenarios. # Status The issue has been fully resolved. All systems are operating normally.