Healthise experienced a minor incident on February 1, 2024 affecting Coach and EMR Modules, lasting 57m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 01, 2024, 03:43 PM UTC
Healthwise-hosted solutions are experiencing performance issues. Our Network Administrators and Engineers are working to fix the problem. We will post updates as we learn more.
- monitoring Feb 01, 2024, 04:26 PM UTC
We have identified the issue and implemented a temporary fix. We will continue to monitor the situation as we work on a permanent fix. We will post an update when that is completed.
- resolved Feb 01, 2024, 04:41 PM UTC
All performance issues have been resolved. We will post a root cause analysis once we have completed our full investigation. If the investigation has not been completed within 1 week we will post an interim RCA with the information that we currently have available.
- postmortem Feb 12, 2024, 04:29 PM UTC
## Introduction The purpose of this Root Cause Analysis \(RCA\) is to share what happened on February 1, 2024, when the Fulfillment Service had intermittent issues that affected Healthwise® Coach and EMR Module. ## Event Description At 8:26 AM MST, on Thursday, February 1, 2024, Healthwise administrators were alerted to an issue with the Fulfillment Service and began an investigation. They found that a background database process was preventing the creation of fulfillments. The background process finished at 8:31 AM MST. At 8:39 AM MST, the background process started again and finished at 8:43 AM MST. The total time for the two incidences is nine minutes. ## Findings and Root Cause Based on the investigation conducted, the team determined the following finding regarding this event: A background database process was preventing fulfillment orders from being saved. Fulfillments worked as expected after the background database processes were completed. ## Corrective Action Performance was restored when the background database process was completed. Healthwise administrators reviewed the background process and made updates to prevent issues with creating fulfillments going forward. Healthwise teams are reviewing error logs to understand the impact of these events and will follow-up directly with clients as needed.