Knowledge ingestion responsiveness issues

Update timeline

1. investigating Mar 31, 2026, 08:39 PM UTC

   Status: Investigating We are seeing unresponsiveness or slowness in knowledge base creation possibly due to a spike in related workflows; we are investigating the root cause.

2. identified Mar 31, 2026, 09:47 PM UTC

   Status: Identified We have identified specific database settings that have led to suboptimal performance in high ingestion loads; these have been changed and released to production. Ingestion jobs are still backed off but we see faster completions of these jobs. We continue to monitor the process.

3. monitoring Mar 31, 2026, 11:47 PM UTC

   Status: Monitoring We've pushed out a release that included changes decreasing the db load, and the system has recovered as expected.

4. monitoring Apr 01, 2026, 04:14 PM UTC

   Status: Monitoring Current state: • Knowledge base edits and new documents added today are being indexed normally for the majority of customers. • Some changes made yesterday may not yet be fully reflected. As a quick workaround, making a small edit to a knowledge base will trigger reindexing. • Customers with very large knowledge bases (many hundreds of documents) may still experience delays. A targeted fix is currently being deployed and expected to be live within the next few hours. Affected components Answers (Degraded performance)

5. monitoring Apr 01, 2026, 06:52 PM UTC

   Status: Monitoring We believe we’ve resolved the issues and are monitoring to confirm. We expect all affected KBs to be fixed within eight hours. Affected components Answers (Degraded performance)

6. resolved Apr 02, 2026, 03:01 AM UTC

   Status: Resolved The publishing delay has been resolved, and all previously affected knowledge bases have been restored. Affected components Answers (Operational)