São Paulo BR14 was experiencing service degradation.

Update timeline

1. resolved Jul 31, 2026, 04:43 AM UTC

   São Paulo BR14 experienced performance and functionalities degradation in service. The issue is now resolved. We appreciate your patience. Tracking Number: IM3971517

2. postmortem Jul 31, 2026, 01:47 PM UTC

   **Interim Root Cause** **Tracking number:** IM3971517 PM1011702 **Incident window:** July 31, 2026, from 03:32 GMT to 04:42 GMT on July 30, 226 **Services affected:** OpenText™ Enterprise Service Management \(ESM BR14\) **Overview** On July 31, 2026, at 04:10 GMT, Incident Management was engaged to investigate degraded system performance on the OpenText™ Enterprise Service Management \(ESM BR14\) environment. **Impact** Users experienced degraded system performance and functionality issues. **Root Cause** The investigation revealed intermittent connectivity failures between the RabbitMQ cluster and dependent application components. RabbitMQ, which operates as a multi-node clustered service facilitating communication between the core application engine and other components, failed to automatically re-establish connectivity in certain instances, necessitating a cluster rebuild. 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 RabbitMQ service was rebuilt, restoring service at 04:24 GMT. Post-restoration validation activities were completed successfully at 04:42 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.