Oregon US6 experienced intermittent service unavailability

Update timeline

1. investigating Jul 27, 2026, 02:21 PM UTC

   Oregon US6 is currently experiencing intermittent service unavailability. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3968671

2. investigating Jul 27, 2026, 03:22 PM UTC

   Oregon US6 is currently experiencing intermittent service unavailability. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3968671

3. resolved Jul 27, 2026, 03:54 PM UTC

   Oregon US6 experienced intermittent service unavailability. The issue is now resolved. We appreciate your patience. Tracking Number: IM3968671

4. postmortem Jul 29, 2026, 05:30 PM UTC

   **Interim Root Cause** **Tracking number:** IM3968671 PM1011655 **Incident windows:** July 27, 2026, from 13:28 GMT to 14:15 GMT **Services affected:** OpenText™ Enterprise Service Management \(ESM US6\) **Overview** On July 27, 2026, at 14:11 GMT, Incident Management was engaged to investigate intermittent availability and performance degradation in the US6 environment. **Impact** Clients experienced degraded service performance, resulting in slow user interface \(UI\) response times. **Root Cause** The root cause analysis identified two primary contributing factors: • RabbitMQ Metadata Store Instability: An instability within the RabbitMQ Metadata store caused inconsistencies in queue metadata, resulting in messaging disruptions across the platform. • Connection Recovery Failures: Certain application services were unable to automatically re-establish stable RabbitMQ connections after failures, leading to degraded platform performance and functionality. **Resolution** The investigation revealed that insufficient replica capacity in Gateway and Platform services was impacting service performance. The number of replicas for both services was increased, and the service was restored. Full validation was completed by 14:15 GMT, ending the impact. **Action Plan** Engineering teams continue to investigate the underlying root cause of this incident and identify additional corrective and preventive measures to reduce the risk of recurrence. As part of the remediation effort, a long-term stability improvement program has been launched to enhance RabbitMQ resilience, strengthen application connection recovery mechanisms, and expand proactive monitoring and alerting capabilities. These improvements, along with enhancements planned for Release 26.3.1, are expected to further improve system stability and significantly reduce the likelihood of similar incidents in the future. OpenText took the following actions and will determine additional preventative actions as needed. ‌ • Implemented static pod assignment for RabbitMQ, replacing dynamic allocation to reduce the risk of pod contention. - **COMPLETE** • Increased CPU resources allocated to RabbitMQ pods to alleviate performance bottlenecks and improve overall system stability. - **COMPLETE**