OpenText incident
Enterprise Service Management might have experienced issues accessing applications.
OpenText experienced a minor incident on August 9, 2026 affecting Cape Town SA34 and Central CA16 and 1 more component, lasting 17h 11m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 09, 2026, 08:05 AM UTC
Enterprise Service Management hosted under the saas.microfocus.com domain may currently experience issues accessing their applications. Teams are assembled and working to resolve the issue. We appreciate your patience Tracking Number:
- investigating Aug 09, 2026, 09:06 AM UTC
Enterprise Service Management hosted under the saas.microfocus.com domain may currently experience issues accessing their applications. Teams are assembled and working to resolve the issue. We appreciate your patience Tracking Number: IM3976323
- investigating Aug 09, 2026, 09:06 AM UTC
We are continuing to investigate this issue.
- investigating Aug 09, 2026, 10:13 AM UTC
Enterprise Service Management hosted under the saas.microfocus.com domain may currently experience issues accessing their applications. Teams are assembled and working to resolve the issue. We appreciate your patience. Updates for this issue will be sent every 2 hours or if there are significant updates, whichever comes first Tracking Number: IM3976323
- monitoring Aug 09, 2026, 12:17 PM UTC
Enterprise Service Management hosted under the saas.microfocus.com domain may currently experience issues accessing their applications. A fix has been implemented and we are monitoring the results. We appreciate your patience. Tracking Number: IM3976323
- monitoring Aug 09, 2026, 02:34 PM UTC
Enterprise Service Management hosted under the saas.microfocus.com domain may currently experience issues accessing their applications. A fix has been implemented, and we are monitoring the results. We appreciate your patience. Updates for this issue will be sent every 2 hours or if there are significant updates, whichever comes first. Tracking Number: IM3976323
- monitoring Aug 09, 2026, 04:32 PM UTC
Enterprise Service Management hosted under the saas.microfocus.com domain might have experienced issues accessing their applications. A fix has been implemented, and we are monitoring the results. We appreciate your patience. Updates for this issue will be sent every 8 hours or if there are significant updates, whichever comes first. Tracking Number: IM3976323
- monitoring Aug 10, 2026, 12:33 AM UTC
Enterprise Service Management hosted under the saas.microfocus.com domain might have experienced issues accessing their applications. A fix has been implemented, and we are monitoring the results. We appreciate your patience. Updates for this issue will be sent every 8 hours or if there are significant updates, whichever comes first. Tracking Number: IM3976323
- resolved Aug 10, 2026, 01:17 AM UTC
Enterprise Service Management hosted under the saas.microfocus.com domain might have experienced issues accessing their applications. The issue is now resolved. We appreciate your patience. Tracking Number: IM3976323
- postmortem Aug 13, 2026, 07:01 PM UTC
**Root Cause Analysis** **Tracking number:** IM3976323 PM1011709 **Incident window:** August 9, 2026, from 01:00 GMT to 11:35 GMT **Services affected:** OpenText™ Shared Network Services **Overview** On August 9, 2026, at 06:24 GMT, Incident Management was engaged to investigate client-reported access issues affecting multiple OpenText SaaS services. **Impact** Clients were unable to access the OpenText SaaS services. **Root Cause** The investigation determined that a Domain Name System Security Extensions \(DNSSEC\) Key Signing Key \(KSK\) expired for the [microfocus.com](http://microfocus.com) DNS zone, resulting in DNS resolution failures across multiple services. This condition disrupted DNS resolution across multiple DNSSEC-enabled subzones, including [saas.microfocus.com](http://saas.microfocus.com), resulting in service inaccessibility. Furthermore, downstream propagation timelines and varying client-side caching behaviors extended recovery durations for a subset of endpoints. **Resolution** To mitigate the issue, the team implemented a configuration change to generate and apply new DNSSEC signing keys. The existing DNS signatures were removed, and the [microfocus.com](http://microfocus.com) DNS zone was re-signed using the newly generated keys. Following the configuration change, validation activities were completed successfully, and service was restored at 11:35 GMT, ending the impact. Note: Some clients may have continued to experience name-resolution issues due to stale DNS records cached within their internal DNS infrastructure, proxy servers, or firewall appliances. These issues should resolve once the cached DNS records expired or refreshed. **Action Plan** PM1011709-003: Review and optimize DNSSEC KSK alert triggers. - In progress - Target complete: August 14, 2026 PM1011709-004: Implement proactive internal monitoring and automated alert generation for DNSSEC key rollovers. - In progress - Target complete: September 4, 2026 PM1011709-006: Review incident escalation procedures to optimize the process. - In progress - Target complete: September 4, 2026 PM1011709-007: Evaluate external accessibility monitoring capabilities for critical application endpoints. - In progress - Target complete: September 4, 2026