Samanage Outage History

Started Sep 10, 2026, 03:38 PM UTC· resolved Sep 10, 2026, 04:25 PM UTC

1. investigating Sep 10, 2026, 03:38 PM UTC

   We are currently investigating an issue affecting SolarWinds Service Desk. Some users may be unable to access the application at this time. Our team is actively working to identify the cause and restore service as quickly as possible. We will share another update as soon as more information is available.

2. identified Sep 10, 2026, 03:49 PM UTC

   Our investigation identified the underlying issue. A corrective fix has been deployed, and the service remains under active monitoring to verify stability and confirm full resolution.

3. monitoring Sep 10, 2026, 03:54 PM UTC

   The system has been restored and is operating normally. We are continuing to monitor service performance and stability to ensure the corrective fix remains effective.

4. monitoring Sep 10, 2026, 04:02 PM UTC

   The system continues to operate normally following the fix. Monitoring remains in progress, and no additional issues have been observed at this time.

5. resolved Sep 10, 2026, 04:25 PM UTC

   After several minutes of monitoring, the system continues to operate normally. We are marking this issue as resolved. If you require further assistance, please contact Technical Support at [email protected].

Read the full incident report →

Started Sep 08, 2026, 02:27 PM UTC· resolved Sep 08, 2026, 04:16 PM UTC

1. investigating Sep 08, 2026, 02:27 PM UTC

   We are currently experiencing delays in displaying updated information across the platform. New and updated tickets, comments, incident changes, and field updates—such as state and title changes—may take longer than expected to appear or may temporarily display outdated information. Page load times may also be affected. Our team has identified the issue and is working to resolve it. Some delays may continue as we roll out the fix across the platform.

2. monitoring Sep 08, 2026, 03:25 PM UTC

   The fix has been deployed, and we are actively working through the remaining backlog of ticket updates. Some updates may continue to be delayed while processing is underway, but we expect delays to lessen as the backlog is cleared. We will continue monitoring the system and provide additional updates as processing progresses.

3. resolved Sep 08, 2026, 04:16 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Jul 07, 2026, 03:59 PM UTC· resolved Jul 07, 2026, 07:00 PM UTC

1. identified Jul 07, 2026, 03:59 PM UTC

   We are currently investigating an issue affecting SolarWinds Service Desk, where incidents created via email are being submitted successfully, and confirmation messages are being sent, but the newly created incidents may not appear on the Incident Index page. Our team is actively working to identify the root cause and restore normal visibility as quickly as possible. We will provide another update as soon as more information becomes available.

2. investigating Jul 07, 2026, 04:23 PM UTC

   We are continuing to investigate an issue in SolarWinds Service Desk where new incidents may not appear on the Incident Index page, despite being submitted successfully and generating confirmation messages. Our team is working to identify the cause and restore normal visibility. We will share another update as soon as more information is available.

3. identified Jul 07, 2026, 04:57 PM UTC

   We have identified the root cause of the issue affecting SolarWinds Service Desk, where new incidents may not appear on the Incident Index page despite being submitted successfully. We will share another update as soon as more information becomes available.

4. monitoring Jul 07, 2026, 06:00 PM UTC

   A fix has been deployed to remediate the issue affecting SolarWinds Service Desk, where new incidents may not appear on the Incident Index page despite being created successfully. We are continuing to monitor the service closely to ensure normal visibility is fully restored.

5. resolved Jul 07, 2026, 07:00 PM UTC

   After an extended period of monitoring, SolarWinds Service Desk is now operating normally. At this time, we consider the incident resolved. Should you require any additional assistance or experience any further issues, please contact us at [email protected].

Read the full incident report →

Started Jun 30, 2026, 05:22 PM UTC· resolved Jun 30, 2026, 10:02 PM UTC

1. investigating Jun 30, 2026, 05:22 PM UTC

   We are currently investigating an issue affecting SolarWinds Service Desk where incidents created via email are successfully submitted and confirmation messages are sent, but the newly created incidents may not appear in the Incident Index page. Our team is actively working to identify the cause and restore normal visibility as quickly as possible. We will share another update as soon as more information becomes available.

2. identified Jun 30, 2026, 05:58 PM UTC

   We've identified the cause of the reported issue and are working on a fix as quickly as possible. Thank you for your patience.

3. monitoring Jun 30, 2026, 06:09 PM UTC

   We have completed the fix for this issue and services are returning to normal. Incidents submitted through email should now appear properly in the Incident Index page as expected. Our team will continue to closely monitor the environment to ensure stability and confirm that the issue has been fully resolved. We appreciate your patience while we worked to address this issue.

4. monitoring Jun 30, 2026, 07:47 PM UTC

   We are continuing to monitor the behavior closely while our team works to confirm consistent visibility in the incident list. We will share another update as soon as more information becomes available.

5. monitoring Jun 30, 2026, 09:04 PM UTC

   We are seeing improvements in the application's overall performance. Our team continues to closely monitor the environment to ensure stability and confirm that no further issues arise. We will share additional updates as needed.

6. resolved Jun 30, 2026, 10:02 PM UTC

   After an extended period of monitoring, the issue has not resurfaced, and we have not received any additional reports of impact. Service is operating normally, and we are considering this incident resolved. If you continue to experience any issues or need further assistance, please contact us via email at [email protected], and our team will be happy to help.

Read the full incident report →

Started Jun 23, 2026, 04:14 PM UTC· resolved Jun 23, 2026, 06:31 PM UTC

1. investigating Jun 23, 2026, 04:14 PM UTC

   We are currently investigating an issue where incidents created through email may not appear immediately in the incident list in SolarWinds Service Desk UI. During our review, we confirmed that incident creation notifications are being sent successfully, and the affected incidents can be accessed through their direct links. However, there may be a delay before those incidents become visible in the incident list within the UI. Our team is actively investigating this behavior and working to determine the cause. We will share another update as soon as more information becomes available.

2. monitoring Jun 23, 2026, 04:37 PM UTC

   We are currently monitoring this issue. Our investigation confirmed that incident creation is occurring successfully and notification emails are being sent as expected. However, some incidents created through email may not appear immediately in the incident list within the UI, even though they remain accessible through the direct link included in the notification email. We are continuing to monitor the behavior closely while our team works to confirm consistent visibility in the incident list. We will share another update as soon as more information becomes available.

3. resolved Jun 23, 2026, 06:31 PM UTC

   Our monitoring indicates that the issue impacting incident visibility has been resolved. We have continued to closely monitor the service and have not observed any further occurrences of the problem. At this time, we consider the incident resolved. Should you require any additional assistance or experience any further issues, please contact us at [email protected].

Read the full incident report →

Started May 06, 2026, 01:23 PM UTC· resolved May 06, 2026, 03:25 PM UTC

1. investigating May 06, 2026, 01:23 PM UTC

   We are aware of an issue that caused the application to be unavailable for a few minutes. Our team is currently investigating the cause and monitoring the service to ensure it remains stable. Further updates will be posted here as more information becomes available.

2. monitoring May 06, 2026, 01:53 PM UTC

   The services are currently operating normally, and our engineering team is closely monitoring system performance to ensure continued stability. We will provide additional updates here if we observe any further impact or if additional action is required.

3. resolved May 06, 2026, 03:25 PM UTC

   Following an extended monitoring period, the issue has not reappeared, and no further impact has been reported. Services are operating normally, and we consider this incident resolved. If you experience any additional issues or need assistance, please contact us at [email protected], and our team will be glad to help.

Read the full incident report →

Started Apr 03, 2026, 12:33 PM UTC· resolved Apr 03, 2026, 09:57 PM UTC

1. investigating Apr 03, 2026, 12:33 PM UTC

   We are currently investigating reports of slow performance and intermittent Error 500 issues in SolarWinds Service Desk. Our team is working to resolve this as quickly as possible.

2. identified Apr 03, 2026, 01:00 PM UTC

   We've identified the cause of the reported issue and are working on a fix as quickly as possible. Thank you for your patience.

3. monitoring Apr 03, 2026, 01:42 PM UTC

   We have completed the fix for this issue and will continue to monitor the situation to ensure stability.

4. investigating Apr 03, 2026, 03:08 PM UTC

   We have observed unexpected behavior following the recent fix and are currently reviewing the issue. Our team is continuing to investigate while working to ensure full stability. We appreciate your patience and will provide further updates as soon as more information becomes available.

5. investigating Apr 03, 2026, 04:29 PM UTC

   We are actively investigating continued unexpected behavior following a recent fix. Our team is working to ensure full stability. We appreciate your patience and will share another update as soon as more information is available.

6. monitoring Apr 03, 2026, 05:56 PM UTC

   We are seeing improved results on our end and are continuing to monitor performance closely. We are also working to confirm whether customers are seeing similar improvement while we continue to ensure full stability. We appreciate your patience and will provide another update as soon as more information becomes available.

7. resolved Apr 03, 2026, 09:57 PM UTC

   We have continued to monitor the service and have not observed any further issues. Additionally, we have not received any new reports of slow performance or Error 500 errors. At this time, the incident is considered resolved. If further assistance is needed, please contact [email protected]. Thank you for your patience throughout this process.

Read the full incident report →

Started Mar 18, 2026, 09:14 AM UTC· resolved Mar 18, 2026, 01:30 PM UTC

1. investigating Mar 18, 2026, 09:14 AM UTC

   We have received reports of overlapping text fields in Incident/Service Request tickets and are currently investigating the issue.

2. identified Mar 18, 2026, 09:46 AM UTC

   We have identified the cause of the overlapping text fields and are currently working on a fix. We will provide updates as soon as progress is made. Thank you for your patience and understanding.

3. identified Mar 18, 2026, 11:52 AM UTC

   We are still working on fixing the issue. We will continue to monitor the situation and provide updates as they become available.

4. identified Mar 18, 2026, 11:57 AM UTC

   We will deploy a fix shortly. We will provide an update once it has been deployed.

5. identified Mar 18, 2026, 12:26 PM UTC

   We are in the process of deploying the fix. We will keep you updated as progress continues.

6. monitoring Mar 18, 2026, 12:47 PM UTC

   We have completed the deployment of the fix for this issue and will continue to monitor the situation to ensure stability.

7. resolved Mar 18, 2026, 01:30 PM UTC

   This issue has been resolved.

Read the full incident report →

Started Feb 02, 2026, 03:49 PM UTC· resolved Feb 02, 2026, 06:55 PM UTC

1. investigating Feb 02, 2026, 03:49 PM UTC

   We are currently experiencing performance issues in the Service Desk Application, and our team is investigating. This impacts actions such as navigating through the Incidents page and other areas of the app.

2. investigating Feb 02, 2026, 04:21 PM UTC

   We have identified elevated load on the database layer in our US Service Desk environment. This is leading to slow page loads, delayed data population, and intermittent 504 Gateway Timeout errors for some customers. Our team is actively working on remediation to reduce database load and restore normal performance. During this time, the application may run more slowly than normal. We will provide the next update within 30 minutes or sooner as we make progress.

3. identified Feb 02, 2026, 04:50 PM UTC

   We are still actively working on reducing the elevated database load in our US Service Desk environment. The underlying issue has been identified, and our team is continuing remediation efforts to stabilize performance.

4. identified Feb 02, 2026, 05:26 PM UTC

   We are continuing to work on a fix for this issue and further reducing the elevated database load in our US Service Desk environment. Some users may still experience intermittent slowness or timeouts while we complete these changes. We will provide another update within 30 minutes or as soon as we have more information.

5. monitoring Feb 02, 2026, 06:19 PM UTC

   We have implemented a fix for the database load issue affecting our US Service Desk environment; we are restarting a set of frontend services to complete remediation. Users should now begin to see improved performance and fewer timeouts as these changes take effect. Our team will continue to closely monitor the environment and will provide another update once performance is fully stabilized.

6. resolved Feb 02, 2026, 06:55 PM UTC

   We have resolved the database load issue affecting our US Service Desk environment and restarted the impacted frontend services. Since then, performance has remained stable under monitoring, and we are no longer observing elevated errors or timeouts. This incident is now closed. If you continue to experience slowness or errors, please contact SolarWinds Support or open a ticket so we can investigate further.

Read the full incident report →

Started Jan 28, 2026, 07:54 PM UTC· resolved Jan 29, 2026, 02:12 PM UTC

1. investigating Jan 28, 2026, 07:54 PM UTC

   We are investigating an issue where some users are unable to fully load service (catalog) requests. Affected pages may briefly appear and then show blank or incomplete content. Our engineering team is actively investigating the cause and working to restore full functionality. We will provide updates on this page as more information becomes available. If you are impacted and need assistance, please contact SolarWinds Support through your usual channels.

2. investigating Jan 28, 2026, 08:08 PM UTC

   We are continuing to investigate this issue.

3. investigating Jan 28, 2026, 08:43 PM UTC

   Our investigation has determined that this issue is limited to a subset of Service Desk service requests and service catalog items and does not affect all users or all catalogs. We are continuing to investigate the underlying cause and will provide additional updates on this page as our work progresses.

4. identified Jan 28, 2026, 09:29 PM UTC

   We have identified the root cause of the issue. It occurs when a process workflow includes a Send Notification action that sends an email to a user or email address that does not have a valid user account within the affected Service Desk instance. Our engineering team is actively working on a fix. Additional updates will be provided on this page as progress continues.

5. identified Jan 28, 2026, 11:17 PM UTC

   We are actively working on a fix for this issue. As a reminder, the cause occurs when a process workflow includes a Send Notification action that sends an email to a user or email address that does not have a valid user account in the affected Service Desk instance. As a temporary workaround, service desk administrators can update the affected workflows so that Send Notification actions are configured to send emails to a named user with a valid Service Desk account instead of an email address that is not associated with a user. We will provide further updates on this page as our work progresses.

6. identified Jan 29, 2026, 01:41 AM UTC

   Our engineering team has prepared a fix for this issue, and the deployment process has started. During the deployment window, some users may experience brief slowdowns or intermittent delays; we expect any impact to be minimal and temporary. We will provide a further update on this page once the deployment has finished.

7. monitoring Jan 29, 2026, 03:30 AM UTC

   Our Engineering team has successfully applied a fix and is applying it retroactively to resolve the issue for all affected users. Any interruptions during this process should be minimal. We will provide another update in the next hour.

8. monitoring Jan 29, 2026, 05:38 AM UTC

   Our Engineering team is continuously working on applying a fix to the data for all affected users. Further updates will be provided in the next hour.

9. monitoring Jan 29, 2026, 08:19 AM UTC

   Our Engineering team is actively deploying a remediation to address issues resulting in page load failures, blank pages, or incomplete content. Further updates will be provided as progress continues.

10. monitoring Jan 29, 2026, 11:05 AM UTC

    Our team is in the final stages of deploying the fix. We expect completion shortly and will share an update immediately.

11. monitoring Jan 29, 2026, 11:28 AM UTC

    The fix deployment is now complete, and our team is closely monitoring the results to ensure stability.

12. resolved Jan 29, 2026, 02:12 PM UTC

    We are marking this issue as resolved, as we have confirmed that all new service requests work correctly and previously submitted requests work as intended. If the issue resurfaces or if you require any further assistance, please don’t hesitate to contact us at [email protected].

Read the full incident report →

Started Jan 27, 2026, 06:51 PM UTC· resolved Jan 28, 2026, 04:49 AM UTC

1. investigating Jan 27, 2026, 06:51 PM UTC

   We are currently investigating an issue affecting Service Requests for customers in the US and AU regions. Initial findings indicate that when the approval process is configured to use the Incident Assignee as the approver, the workflow may terminate unexpectedly with the following error: “The task [Task Name] has been automatically declined per predefined approval conditions because the approval step contains unknown approvers.” Our engineering teams are actively working to identify the root cause and determine a resolution. If you have questions, are experiencing related issues, or would like to provide additional details, please contact us via chat or email at [email protected]. We will continue to provide updates as more information becomes available.

2. investigating Jan 27, 2026, 07:48 PM UTC

   Our team is actively investigating the issue, which may be related to a recent deployment. We are working to identify the root cause and resolve it, and we will provide updates as more information becomes available. Thank you for your patience.

3. investigating Jan 27, 2026, 09:49 PM UTC

   Our team is continuing to investigate the issue and is focused on identifying the root cause and resolving it as quickly as possible. We will provide updates as new details become available. Thank you for your patience.

4. identified Jan 27, 2026, 11:13 PM UTC

   We have identified the root cause of the issue affecting Service Request approval workflows for customers in the US and AU regions. We are currently testing a fix. Once testing is complete, we will proceed with deployment and share further updates.

5. identified Jan 28, 2026, 03:44 AM UTC

   The fix we had in place did not resolve the issue as expected. Our Engineering team has identified and is currently working on a resolution. Our team is preparing for the deployment, which is expected to be completed within the next hour. If this changes, we will provide an update immediately.

6. identified Jan 28, 2026, 03:44 AM UTC

   The fix we had in place did not resolve the issue as expected. Our Engineering team has identified and is currently working on a resolution. Our team is preparing for the deployment, which is expected to be completed within the next hour. If this changes, we will provide an update immediately.

7. resolved Jan 28, 2026, 04:49 AM UTC

   This issue has been resolved.

Read the full incident report →

Started Jan 27, 2026, 12:03 AM UTC· resolved Jan 27, 2026, 02:09 AM UTC

1. investigating Jan 27, 2026, 12:03 AM UTC

   We are currently investigating an issue affecting the Service Desk in the AU Data Center, where newly created objects, such as tickets and assets, are not appearing in the user interface as expected. Our team is actively working to identify the root cause and will provide updates as soon as more information becomes available. We appreciate your patience and understanding.

2. monitoring Jan 27, 2026, 01:23 AM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Jan 27, 2026, 02:09 AM UTC

   This incident has been resolved.

Read the full incident report →

Started Jan 12, 2026, 07:43 AM UTC· resolved Jan 12, 2026, 12:28 PM UTC

1. investigating Jan 12, 2026, 07:43 AM UTC

   We are currently investigating an issue affecting the Service Desk in the AU Data Center. New tickets are not appearing in the UI. Our team is actively working to identify the root cause and will provide updates as soon as more information becomes available. We appreciate your patience and understanding.

2. resolved Jan 12, 2026, 12:28 PM UTC

   This issue has been resolved.

Read the full incident report →

Started Jan 09, 2026, 09:27 AM UTC· resolved Jan 09, 2026, 11:00 AM UTC

1. investigating Jan 09, 2026, 09:27 AM UTC

   We are aware of an issue affecting a scheduled Service Desk service catalog item in our EU data center. Our team is actively working to identify the root cause and restore normal functionality. Additional updates will be shared as they become available.

2. identified Jan 09, 2026, 09:36 AM UTC

   Additional resources have been allocated to help manage the queue. As a result, the backlog is now being processed efficiently, and pending items are getting cleared. Additional updates will be shared as they become available.

3. monitoring Jan 09, 2026, 10:09 AM UTC

   Scheduled service catalog item are now being processed. We are monitoring the situation closely to ensure continued stability.

4. resolved Jan 09, 2026, 11:00 AM UTC

   This incident has been resolved.

Read the full incident report →

Started Jan 06, 2026, 10:47 AM UTC· resolved Jan 06, 2026, 05:59 PM UTC

1. investigating Jan 06, 2026, 10:47 AM UTC

   We are currently investigating an issue affecting Service Desk in EU Data Center. Round-robin assignment and Automation Rules process are delayed, this affects automation assigning and or updating incidents. Our team is actively working to identify the root cause and will provide updates as soon as more information becomes available. We appreciate your patience and understanding.

2. investigating Jan 06, 2026, 11:14 AM UTC

   We have identified performance degradation in the Service Desk application within EUDC. This issue is impacting multiple functionalities of the application. Our team is actively investigating the issue and working to identify the root cause. Further updates will be shared as more information becomes available.

3. monitoring Jan 06, 2026, 02:32 PM UTC

   Service Desk EU data-center degradation issue affecting the application has now been restored. System performance is now normal and the application is operating as expected. We continue to monitor performance closely to ensure ongoing stability and reliability.

4. resolved Jan 06, 2026, 05:59 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Jan 05, 2026, 01:35 PM UTC· resolved Jan 05, 2026, 07:13 PM UTC

1. investigating Jan 05, 2026, 01:35 PM UTC

   We are currently investigating an issue affecting the Service Desk in our EU Data Center. The round-robin automatic assignment is not working as expected, and newly created tickets are not being assigned to a user or group automatically. Our team is actively working to identify the root cause and will provide updates as soon as more information becomes available. We appreciate your patience and understanding.

2. monitoring Jan 05, 2026, 04:13 PM UTC

   A fix has been implemented. We will continue to monitor until we can confirm that no additional impact is expected.

3. resolved Jan 05, 2026, 07:13 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Nov 18, 2025, 01:32 PM UTC· resolved Nov 18, 2025, 11:17 PM UTC

1. monitoring Nov 18, 2025, 01:32 PM UTC

   We're currently experiencing an upstream vendor outage. This is affecting services, and you may see failures in items such as VA (Virtual Agent) functionality and custom domain routing. Our teams are monitoring the situation closely for updates.

2. monitoring Nov 18, 2025, 02:16 PM UTC

   Our upstream vendor are continue working on restoring service for application services.

3. monitoring Nov 18, 2025, 03:33 PM UTC

   Based on the recent update from our upstream vendor they have implemented a fix to resolve the issue. Our team is continuously monitoring for updates.

4. monitoring Nov 18, 2025, 07:23 PM UTC

   Our upstream vendor’s issue has been resolved, and we are no longer seeing any impact on our platform. We will continue to closely monitor the fix.

5. resolved Nov 18, 2025, 11:17 PM UTC

   This issue has been resolved. Please contact us at [email protected] if you need further assistance.

Read the full incident report →

Started Oct 20, 2025, 11:29 AM UTC· resolved Oct 21, 2025, 02:33 AM UTC

1. identified Oct 20, 2025, 11:29 AM UTC

   We experienced a temporary service disruption with our cloud service provider in the N. Virginia region, causing increased error rates and latency. Mitigation efforts by the cloud service provider are underway, and most services are showing signs of recovery though some services still lay affected. Some delays may persist as our cloud service provider is working through backlogs—Thank you for your patience.

2. identified Oct 20, 2025, 11:33 AM UTC

   We are continuing to work on a fix for this issue.

3. monitoring Oct 20, 2025, 12:49 PM UTC

   There has been some improvement with our service provider mitigating the issue, we will continue to monitor the situation.

4. monitoring Oct 20, 2025, 12:57 PM UTC

   We are continuing to monitor for any further issues.

5. monitoring Oct 20, 2025, 05:04 PM UTC

   We are continuing to monitor for any further issues and will provide updates as necessary.

6. monitoring Oct 20, 2025, 08:39 PM UTC

   We’ve observed some improvement from our service provider in mitigating the issue. We are continuing to monitor for any further issues and will provide updates as necessary.

7. monitoring Oct 20, 2025, 11:22 PM UTC

   Following the resolution of the issue with AWS, we are keeping the service desk environment into Monitoring mode to ensure full operational stability. At this time, we are closely monitoring the environment to confirm everything is functioning as expected. If you are still experiencing any issues, please don’t hesitate to reach out to us at [email protected].

8. resolved Oct 21, 2025, 02:33 AM UTC

   This issue has been resolved. Please contact us at [email protected] if you need further assistance.

Read the full incident report →

Started Oct 17, 2025, 02:29 PM UTC· resolved Oct 23, 2025, 05:44 PM UTC

1. investigating Oct 17, 2025, 02:29 PM UTC

   Service Desk GenAI is not successfully generating descriptions/summaries in a timely manner. We are aware of this problem, and our engineering team is working to fix it as soon as possible. We apologize for the inconvenience and appreciate your patience.

2. identified Oct 17, 2025, 04:21 PM UTC

   We’re currently working on resolving an issue affecting service desk GenAI features. Our team has identified a key dependency that must be addressed in the resolution process. While this dependency is outside our direct control, we are actively implementing all necessary steps to restore full functionality as soon as it is resolved. We appreciate your patience and understanding, and we’ll continue to keep you updated on progress.

3. identified Oct 17, 2025, 09:33 PM UTC

   We are currently working to resolve an issue impacting the GenAI features in the Service Desk. Our team has identified a key dependency that must be addressed as part of the resolution. While this dependency is outside of our direct control, we are actively taking all necessary steps to restore full functionality as soon as it is resolved. We appreciate your patience and understanding, and we will continue to provide updates as progress is made.

4. identified Oct 18, 2025, 01:53 PM UTC

   We are actively working to resolve an issue affecting the GenAI features within the Service Desk. Our team has identified a key dependency required for resolution. Although this dependency is outside our control, we are taking all necessary steps to restore full functionality as soon as possible. Thank you for your patience and understanding. We will continue to share updates as progress is made.

5. identified Oct 19, 2025, 11:52 AM UTC

   We are currently addressing an issue impacting the GenAI features within the Service Desk. Our team has identified a critical dependency that is essential to resolving the problem. While this dependency lies outside our direct control, we are actively coordinating with the relevant parties and taking all necessary steps to restore full functionality as quickly as possible. We appreciate your patience and understanding and will continue to provide updates as progress is made. Thank you.

6. identified Oct 20, 2025, 01:06 PM UTC

   We are currently addressing an issue impacting the GenAI features within the Service Desk. A larger issue with our public cloud service provider is preventing us from deploying a fix for this issue at the moment; however, we will deploy the fix as soon as possible. We are actively coordinating with the relevant parties and taking all necessary steps to restore full functionality as quickly as possible. We appreciate your patience and understanding and will continue to provide updates as progress is made. Thank you.

7. identified Oct 20, 2025, 01:08 PM UTC

   We are continuing to work on a fix for this issue.

8. identified Oct 20, 2025, 03:11 PM UTC

   We are currently addressing an issue impacting the GenAI features within the Service Desk. We continued to be affected by the issue with our cloud service provider. We will continue to monitor the situation, and the next update will be in about 12 hours from now. We will actively coordinate with the relevant parties and take all necessary steps to restore full functionality as quickly as possible. We appreciate your patience and understanding and will continue to provide updates as progress is made. Thank you.

9. monitoring Oct 21, 2025, 11:03 AM UTC

   We have applied a fix, and services have now been restored. We will continue to monitor the situation closely for some time before marking the incident as resolved. We appreciate your patience and understanding and will provide further updates as needed. Thank you.

10. monitoring Oct 21, 2025, 05:36 PM UTC

    We are actively monitoring the situation following the recent fix. We appreciate your patience and understanding, and will share additional updates as necessary. Thank you.

11. monitoring Oct 22, 2025, 11:19 AM UTC

    We are actively monitoring the situation following the recent fix. We appreciate your patience and understanding, and will share additional updates as necessary. Thank you.

12. resolved Oct 23, 2025, 05:44 PM UTC

    This incident has been resolved.

Read the full incident report →

Started Oct 02, 2025, 08:15 PM UTC· resolved Oct 02, 2025, 11:24 PM UTC

1. investigating Oct 02, 2025, 08:15 PM UTC

   We are aware of the reports regarding system slowness and performance issues. We are investigating the issue to identify the cause and implement a resolution as quickly as possible.

2. monitoring Oct 02, 2025, 08:45 PM UTC

   A fix has been implemented. We will continue to monitor the system closely to ensure there is no further impact.

3. resolved Oct 02, 2025, 11:24 PM UTC

   After monitoring the Service Desk application for the past few hours, we can confirm that it has remained stable following the recent fix implementation. We are now marking this issue as resolved. If you experience any further issues, please don’t hesitate to contact us at [email protected].

Read the full incident report →

Started Sep 30, 2025, 09:58 AM UTC· resolved Sep 30, 2025, 02:13 PM UTC

1. investigating Sep 30, 2025, 09:58 AM UTC

   We are receiving reports regarding computer details page that is throwing an Error 500. Our team is aware of this matter and currently doing further investigation. This is affecting both US and EU data-centers, we apologize for the inconvenience at this time. Further updates will be shared once root cause of the problem is identified.

2. identified Sep 30, 2025, 10:59 AM UTC

   We have identified the problem and our engineering team is now working for the fix deployment. Further update will be shared once deployment is tested completed.

3. monitoring Sep 30, 2025, 12:36 PM UTC

   Our engineering team has implemented a fix to address the reported issue regarding Error 500. We are currently monitoring the stability of the application to ensure the problem has been resolved. If you continue to experience any issues, please contact us at [email protected] for further assistance.

4. resolved Sep 30, 2025, 02:13 PM UTC

   This issue has been resolved. Please contact us at [email protected] if you need further assistance.

Read the full incident report →

Started Sep 04, 2025, 02:49 PM UTC· resolved Sep 05, 2025, 08:24 AM UTC

1. identified Sep 04, 2025, 02:49 PM UTC

   There is a known issue when searching user via Global Search or user search field within users list for Service Desk instance residing in US Data Center. Even though the user exist in Service Desk the query is not returning results, we are aware of this problem and our engineering team is currently working to fix it as soon as possible. We apologize for the inconvenience and your patience.

2. identified Sep 04, 2025, 04:59 PM UTC

   We are continuing to work on a fix for this issue.

3. identified Sep 04, 2025, 06:56 PM UTC

   We've identified the issue affecting user search functionality, including global search and context search. A fix has been prioritized, but it must be applied outside of production hours due to its nature. We appreciate your patience and will provide an update once the fix is implemented.

4. resolved Sep 05, 2025, 08:24 AM UTC

   Our engineering team has recently implemented a fix to address the reported issue regarding user search. We are currently monitoring the stability of the application to ensure the problem has been resolved. If you continue to experience any issues, please contact us at [email protected] for further assistance.

Read the full incident report →

Started Sep 03, 2025, 05:15 PM UTC· resolved Sep 04, 2025, 12:32 AM UTC

1. investigating Sep 03, 2025, 05:15 PM UTC

   We are currently investigating reports of intermittent latency when navigating through the Service Desk UI in the US Data Center. We understand the impact this may have on your operations. Further updates will be provided as soon as more information becomes available.

2. investigating Sep 03, 2025, 06:53 PM UTC

   We are actively investigating the reported performance issues affecting navigation within the Service Desk UI. Further updates will be provided as soon as more information becomes available.

3. investigating Sep 03, 2025, 08:37 PM UTC

   Our engineering team continues to thoroughly investigate the reported issue. We are committed to identifying the root cause and implementing a resolution as swiftly as possible. Please reach out to [email protected] if you require urgent assistance.

4. monitoring Sep 03, 2025, 09:37 PM UTC

   Our engineering team has recently implemented a potential fix to address the reported issue. We are currently monitoring the stability of the application to ensure the problem has been resolved. If you continue to experience any issues, please contact us at [email protected] for further assistance.

5. resolved Sep 04, 2025, 12:32 AM UTC

   We are marking this issue as resolved, as the Service Desk application has remained stable for the past several hours. Should the issue resurface or if you require further assistance, please don't hesitate to contact us at [email protected].

Read the full incident report →

Started Aug 26, 2025, 01:59 PM UTC· resolved Aug 26, 2025, 05:07 PM UTC

1. investigating Aug 26, 2025, 01:59 PM UTC

   We are investigating an issue that impacts incidents created by email.

2. investigating Aug 26, 2025, 04:41 PM UTC

   We are continuing to investigate this issue.

3. resolved Aug 26, 2025, 05:07 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Jul 29, 2025, 12:24 PM UTC· resolved Jul 29, 2025, 04:35 PM UTC

1. identified Jul 29, 2025, 12:24 PM UTC

   We are seeing minor problem using the Assigned To field where Group name and Queues are not showing up when assigning Incidents. This is affecting all customers in all Data centers. The change was due to a recent deployment that would enable Group Assignment feature for all "New Accounts" regrettably it enabled for all the accounts in production. A Quick fix is to go to Setup - Global Settings - Service Desk Settings and disabled the "Assigned to field displays only users and queue members" option. Our engineering team is working on a fix to be deployed in production that will revert the account back to the previous selected option (on or off).

2. monitoring Jul 29, 2025, 03:30 PM UTC

   A fix has been implemented and we are monitoring the results.

3. monitoring Jul 29, 2025, 03:31 PM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Jul 29, 2025, 04:35 PM UTC

   This incident has been resolved.

Read the full incident report →