Samanage incident

Service Desk Round-Robin Assignment Option Problem

Samanage experienced a notice incident on January 5, 2026 affecting Application (EMEA), lasting 5h 38m. The incident has been resolved; the full update timeline is below.

Started: Jan 05, 2026, 01:35 PM UTC
Resolved: Jan 05, 2026, 07:13 PM UTC
Duration: 5h 38m
Detected by Pingoru: Jan 05, 2026, 01:35 PM UTC

Affected components

Application (EMEA)

Update timeline

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

This incident has been resolved.