Helpwise incident

High error rate while searching and new messages not searchable

Minor Resolved View vendor source →

Helpwise experienced a minor incident on February 20, 2024 affecting Search, lasting 3h 8m. The incident has been resolved; the full update timeline is below.

Started
Feb 20, 2024, 05:35 PM UTC
Resolved
Feb 20, 2024, 08:43 PM UTC
Duration
3h 8m
Detected by Pingoru
Feb 20, 2024, 05:35 PM UTC

Affected components

Search

Update timeline

  1. identified Feb 20, 2024, 07:35 PM UTC

    We've currently identified that our search system's having a higher error rate and new messages are not searchable. New messages which currently are not searchable are in a backlog and would get processed once the system is stable.

  2. monitoring Feb 20, 2024, 07:36 PM UTC

    Our search engine is currently improving and our team's monitoring the results

  3. monitoring Feb 20, 2024, 08:23 PM UTC

    The system is stabilized now and we're working on processing the backlog.

  4. resolved Feb 20, 2024, 08:43 PM UTC

    This incident has been resolved.