IgniteTech incident

[Fogbugz] Errors and timeouts affecting search, filters, and API requests

Major Resolved View vendor source →

IgniteTech experienced a major incident on September 28, 2026 affecting API and Cases/Case History and 1 more component, lasting 1d 2h. The incident has been resolved; the full update timeline is below.

Started
Sep 28, 2026, 02:34 PM UTC
Resolved
Sep 29, 2026, 05:10 PM UTC
Duration
1d 2h
Detected by Pingoru
Sep 28, 2026, 02:34 PM UTC

Affected components

APICases/Case HistoryElasticSearch

Update timeline

  1. investigating Sep 28, 2026, 02:34 PM UTC

    Some customers may experience slow responses and errors when using search, saved filters, dashboards, and API requests that rely on search or filters. These requests could take up to 60 seconds and then fail with an HTTP 500 error. We are currently investigating the issue

  2. monitoring Sep 28, 2026, 03:25 PM UTC

    We have deployed a fix for the issue affecting search, saved filters, dashboards, and API requests that rely on search or filters. We are monitoring performance and error rates to confirm that response times have returned to normal and requests are completing successfully. We will provide another update once the fix has been verified.

  3. resolved Sep 29, 2026, 05:10 PM UTC

    The fix has been verified. Search, saved filters, dashboards, and API requests that rely on search or filters are responding normally, and we are no longer seeing the errors or timeouts associated with this incident.