Healthise experienced a major incident on October 23, 2023, lasting —. The incident has been resolved; the full update timeline is below.
Update timeline
- resolved Nov 02, 2023, 05:28 PM UTC
At 12:21 PM MST, on Monday, October 23, 2023, a configuration change was made to the key that accesses content for Healthwise Advise. At 12:48 PM MST, Healthwise was alerted to an issue with a service in its Healthwise-hosted solutions. Healthwise administrators began an investigation and found that the service could not access some clinical content. Further investigation found that the clinical content was no longer associated to the key that the service used to access content. At 1:05 PM MST, the key was updated and access to the missing content was restored. The total time of the incident was 44 minutes.
- postmortem Nov 02, 2023, 05:29 PM UTC
## Introduction The purpose of this Root Cause Analysis \(RCA\) is to determine the causes that contributed to the missing content in Healthwise® Advise™ on October 23rd, 2023. ## Event Description At 12:21 PM MST, on Monday, October 23, 2023, a configuration change was made to the key that accesses content for Healthwise Advise. At 12:48 PM MST, Healthwise was alerted to an issue with a service in its Healthwise-hosted solutions. Healthwise administrators began an investigation and found that the service could not access some clinical content. Further investigation found that the clinical content was no longer associated to the key that the service used to access content. At 1:05 PM MST, the key was updated and access to the missing content was restored. The total time of the incident was 44 minutes. ## Findings and Root Cause Based on the investigation conducted, the team determined the following findings regarding this event: Healthwise updated a key to address an issue with accessing content. After the update, the key no longer had access to clinical content. Healthwise administrators updated the key again and access to the missing content was restored. ## Corrective Action Access to the clinical content was restored when Healthwise administrators updated the key so that it could access clinical content. Healthwise is committed to clarifying roles and enhancing collaboration among our team members, so that we can deliver high-quality and reliable updates for the production environments.