Medallia Agent Connect incident

Survey requests that include custom properties delayed

Major Resolved View vendor source →

Medallia Agent Connect experienced a major incident on January 9, 2025 affecting Web application, lasting 19h 37m. The incident has been resolved; the full update timeline is below.

Started
Jan 09, 2025, 09:29 PM UTC
Resolved
Jan 10, 2025, 05:07 PM UTC
Duration
19h 37m
Detected by Pingoru
Jan 09, 2025, 09:29 PM UTC

Affected components

Web application

Update timeline

  1. identified Jan 09, 2025, 09:29 PM UTC

    We have identified an issue which is impacting survey requests which include custom property fields. We are working on implementing a fix after which all survey requests will be delivered. No data loss is expected.

  2. identified Jan 09, 2025, 11:21 PM UTC

    We are continuing to work on a fix for this issue. We estimate the fix will take several hours to complete.

  3. monitoring Jan 10, 2025, 06:48 AM UTC

    A fix has been implemented. Surveys with custom properties that failed during this period will be reprocessed. We will post an update when reprocessing is complete.

  4. resolved Jan 10, 2025, 05:07 PM UTC

    This incident has been resolved. Survey requests that contained custom properties from the affected period will be redelivered today.