Samanage Outage History

Started Jul 25, 2025, 02:10 PM UTC· resolved Jul 25, 2025, 05:30 PM UTC

1. investigating Jul 25, 2025, 02:10 PM UTC

   We are currently investigating a potential widespread issue with the Service Desk tool, including Slow loading times, Automation rules not running as expected, email creation delays, and round-robin assignments not working as expected.

2. identified Jul 25, 2025, 02:41 PM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Jul 25, 2025, 03:58 PM UTC

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

4. resolved Jul 25, 2025, 05:30 PM UTC

   This incident has been resolved.

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Started Jul 17, 2025, 06:21 PM UTC· resolved Jul 17, 2025, 09:09 PM UTC

1. investigating Jul 17, 2025, 06:21 PM UTC

   We are currently experiencing an issue affecting the Service Desk. While new tickets are being created successfully, users may notice the following symptoms: - Newly created tickets appear to be stuck in a "loading" state when accessed through the UI. - The incident index page does not reflect newly created tickets. - New comments may not show in the comments section. - Inability to access and update new incidents. We are actively investigating the root cause. We will provide updates as more information becomes available and work toward restoring full functionality as quickly as possible. Please contact [email protected] if you have any questions.

2. monitoring Jul 17, 2025, 07:14 PM UTC

   We observed a spike in database read operations, which resulted in temporary delays in the system's performance. The issue has since been mitigated, and all services are operating normally. A full root cause analysis (RCA) will be shared once available. We appreciate your patience and understanding.

3. resolved Jul 17, 2025, 09:09 PM UTC

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

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Started Jun 12, 2025, 06:31 PM UTC· resolved Jun 13, 2025, 12:34 AM UTC

1. investigating Jun 12, 2025, 06:31 PM UTC

   We are currently experiencing an issue where Process Integrations are not functioning as expected. Our team is actively investigating to determine the root cause. We will provide updates as soon as more information becomes available.

2. identified Jun 12, 2025, 06:50 PM UTC

   We've identified the root cause of the issue affecting Process Integrations and are actively working on a fix. Our team is prioritizing this and aiming to resolve it as quickly as possible.

3. identified Jun 12, 2025, 08:47 PM UTC

   A key deployment dependency was affected by a broad internet outage, which caused a delay in delivering the fix. The dependency is now back online, and our team is working to deploy the fix shortly. We appreciate your patience and will provide another update as soon as the deployment is complete.

4. monitoring Jun 12, 2025, 09:43 PM UTC

   The issue has been addressed and a fix has been deployed. We are actively monitoring the system to ensure everything is functioning as expected and that no further issues arise.

5. resolved Jun 13, 2025, 12:34 AM UTC

   The issues affecting Process Integrations have been resolved. If you continue to experience any problems or need further assistance, please contact us at [email protected].

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Started Jun 02, 2025, 06:52 PM UTC· resolved Jun 03, 2025, 01:46 AM UTC

1. investigating Jun 02, 2025, 06:52 PM UTC

   We would like to inform you that the SolarWinds Service Desk Virtual Agent is currently experiencing issues impacting the service portal and its integrations with Microsoft Teams and Slack. A support ticket has been opened with our vendor, and their support team has acknowledged the issue. We are actively working with them to resolve the problem. We will share further updates as soon as more information becomes available.

2. investigating Jun 02, 2025, 08:58 PM UTC

   Our team continues to investigate this issue. We do not yet have a confirmed timeline for resolution, but we are focused on resolving the problem as quickly as possible. We will share further updates as soon as more information becomes available.

3. monitoring Jun 02, 2025, 11:10 PM UTC

   Updates on the current status of the SolarWinds environments across various regions: EU and AU Production Environments: These are now up and running, and the Virtual Agent's functionalities are working as expected. US Region: We are still awaiting an update on the US production environment. We will share more information as soon as it becomes available.

4. monitoring Jun 02, 2025, 11:57 PM UTC

   We’re pleased to inform you that the fix has been successfully deployed to the US Data Center, and the Virtual Agent is now fully operational across all regions. Our teams will continue to monitor the environment closely to ensure ongoing stability and confirm that no further impact is expected.

5. resolved Jun 03, 2025, 01:46 AM UTC

   The issues affecting the SolarWinds Service Desk Virtual Agent have been fully resolved. If you continue to experience any problems or need further assistance, please don’t hesitate to contact us at [email protected].

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Started May 26, 2025, 03:20 PM UTC· resolved May 27, 2025, 09:19 AM UTC

1. investigating May 26, 2025, 03:20 PM UTC

   We are currently investigating an issue affecting the Service Desk in the APAC Data Center. At this time, emails sent to the Service Desk are not generating new incidents or adding comments to existing ones. Our team is actively working to identify the root cause and will provide updates as soon as more information is available. We appreciate your patience and understanding.

2. identified May 26, 2025, 10:54 PM UTC

   We’ve identified the root cause of the issue and are actively working on implementing a fix. Our team is collaborating closely with our email vendor to resolve this high-priority issue as quickly as possible. We’ll continue to keep you informed and will notify you as soon as the fix has been successfully deployed. Thank you for your continued patience and understanding.

3. resolved May 27, 2025, 09:19 AM UTC

   Creating incident via email in AU Site is now resolved. Please contact us at [email protected] if you need further assistance.

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Started May 03, 2025, 10:42 AM UTC· resolved May 05, 2025, 02:36 PM UTC

1. investigating May 03, 2025, 10:42 AM UTC

   We have received reports that process workflows (service catalogs) utilizing process integrations have stopped functioning as expected. Our engineering team is actively investigating the issue and working toward a resolution. We apologize for the inconvenience and appreciate your patience. If you have any questions or require assistance, please contact us at [email protected].

2. identified May 03, 2025, 10:48 AM 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 May 03, 2025, 01:51 PM UTC

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

4. resolved May 05, 2025, 02:36 PM UTC

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

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Started Apr 25, 2025, 03:13 PM UTC· resolved Apr 25, 2025, 06:01 PM UTC

1. investigating Apr 25, 2025, 03:13 PM UTC

   We are currently investigating a potential widespread issue with the Service Desk tool, specifically concerning delays in incident creation via email.

2. identified Apr 25, 2025, 04:01 PM UTC

   We have identified the root cause of the reported issue, and our team is actively working on a fix. This issue has been affecting overall product performance, including delays and errors when loading pages and reports. We’ll continue to provide updates as progress is made.

3. monitoring Apr 25, 2025, 04:48 PM UTC

   A fix has been deployed to production. We will continue to monitor the app's performance.

4. resolved Apr 25, 2025, 06:01 PM UTC

   This incident has been resolved.

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Started Mar 21, 2025, 02:51 PM UTC· resolved Mar 26, 2025, 03:29 PM UTC

1. investigating Mar 21, 2025, 02:51 PM UTC

   We are currently seeing multiple or duplicated notification emails and notifications even for resolved incidents and previous task. Our team is currently aware of this issue and currently investigating the cause.

2. investigating Mar 21, 2025, 05:49 PM UTC

   We are still investigating the issue with Service Desk email notifications. We have received reports that emails were delivered today about events that occurred in the past. We are working closely with our email vendor regarding this incident.

3. investigating Mar 21, 2025, 10:25 PM UTC

   The email service appears stable, but we will continue to monitor its performance throughout the weekend to ensure consistent reliability.

4. resolved Mar 26, 2025, 03:29 PM UTC

   We have been monitoring the stability of our email services for several days and have not seen any reoccurrences of the reported issue. If you have any questions or need further assistance, please reach out to our support team at [email protected].

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Started Mar 17, 2025, 08:07 PM UTC· resolved Mar 18, 2025, 12:01 AM UTC

1. investigating Mar 17, 2025, 08:07 PM UTC

   We are currently experiencing significant delays with the Service Desk notifications. Our team is actively working on a fix to resolve this issue as quickly as possible. Please note that other areas of the application remain functional. If you have any questions or need further assistance, please contact us at [email protected].

2. identified Mar 17, 2025, 09:02 PM UTC

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

3. monitoring Mar 17, 2025, 09:33 PM UTC

   We have successfully deployed a fix to the production environment. Our team will continue to monitor the application's performance to ensure everything runs smoothly.

4. monitoring Mar 17, 2025, 10:20 PM UTC

   We are continuing to monitor for any further issues.

5. resolved Mar 18, 2025, 12:01 AM UTC

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

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Started Feb 26, 2025, 03:45 PM UTC· resolved Feb 26, 2025, 10:38 PM UTC

1. investigating Feb 26, 2025, 03:45 PM UTC

   We are currently investigating a potential widespread issue regarding the Service Desk tool, including: - Slow loading times. - Automation rules not running as expected. - Frequent "Failed to Save" errors, appearing as red pop-ups during actions. - Service Catalog workflows are not starting automatically and need to be initiated manually. - Email notifications not being sent out. - Round-robin assignments not working as expected.

2. identified Feb 26, 2025, 04:30 PM UTC

   We have identified the cause of the reported issue and are working on a fix as quickly as possible. Thank you for your patience. Please note that even if the comment posting shows as "Failed to save," it is still being added. Reposting the comment may lead to duplicate entries. Please contact us at [email protected] if you have questions.

3. identified Feb 26, 2025, 06:47 PM UTC

   We have identified the root cause of the issue and are currently testing the fix. Due to the nature of the fix, the current notifications in the Notification Bell will be cleared. However, all new in-app notifications will function as expected moving forward. Rest assured, we will work on restoring the past notifications in the coming days.

4. identified Feb 26, 2025, 07:57 PM UTC

   We are currently deploying the fix to production. We'll post another update once the deployment is complete.

5. monitoring Feb 26, 2025, 08:11 PM UTC

   A fix has been deployed to the production. We will continue to monitor the app's performance.

6. resolved Feb 26, 2025, 10:38 PM UTC

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

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Started Feb 10, 2025, 04:04 PM UTC· resolved Feb 10, 2025, 09:30 PM UTC

1. investigating Feb 10, 2025, 04:04 PM UTC

   There is an issue with creating Incidents from emails sent to the system (creating Incidents directly in the system should still work, the problem is specifically with emails).

2. monitoring Feb 10, 2025, 05:27 PM UTC

   Inbound emails are now processing as expected. We will continue to monitor.

3. resolved Feb 10, 2025, 09:30 PM UTC

   This incident has been resolved.

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Started Feb 06, 2025, 08:21 PM UTC· resolved Feb 10, 2025, 02:55 PM UTC

1. investigating Feb 06, 2025, 08:21 PM UTC

   We are actively investigating an issue with the Service Desk application, specifically concerning the malfunction of dependent fields on Change Requests.

2. monitoring Feb 10, 2025, 01:00 AM UTC

   A fix has been deployed to address the recent issue. We are actively monitoring the situation to ensure stability and performance.

3. resolved Feb 10, 2025, 02:55 PM UTC

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

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Started Dec 26, 2024, 02:34 PM UTC· resolved Dec 26, 2024, 04:11 PM UTC

1. investigating Dec 26, 2024, 02:34 PM UTC

   We are looking into a possible widespread issue with the Service Desk tool, where new incidents are not showing up on the All Incidents page right away.

2. monitoring Dec 26, 2024, 02:59 PM UTC

   The fix has been implemented, and we will keep monitoring the app's performance.

3. resolved Dec 26, 2024, 04:11 PM UTC

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

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Started Dec 18, 2024, 07:54 PM UTC· resolved Dec 18, 2024, 09:40 PM UTC

1. investigating Dec 18, 2024, 07:54 PM UTC

   We are currently investigating a potential widespread issue with the Service Desk tool, specifically concerning delays in incident and comment creation via email.

2. monitoring Dec 18, 2024, 08:43 PM UTC

   We've implemented a fix for the issue, and we'll keep monitoring to ensure no further impact is expected.

3. resolved Dec 18, 2024, 09:40 PM UTC

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

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