Helpwise incident
Recent messages not being returned in search results
Helpwise experienced a minor incident on March 27, 2023 affecting Search, lasting 7h 29m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Mar 27, 2023, 07:30 AM UTC
Our team have identified that our system is not able to write the data for new messages to our search engine. This is resulting in new messages not appearing in the search. Our team's working on resolving this and clearing the backlog of messages we're not able to save in our search engine.
- identified Mar 27, 2023, 10:18 AM UTC
We're continuing to work on this. We'll keep you posted.
- monitoring Mar 27, 2023, 02:44 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Mar 27, 2023, 03:00 PM UTC
The search engine updates have been resolved. Our system is now able to update search engine and we have cleared the backlog of messages which were not able to sync with our search engine.