Resolved after 4 hours 5 minutes, affecting Expense, on August 2, 2026.
Impact as reported: A service degradation impacted Expense users in the APJ1 Data Center. Impacted users experienced significant delays when submitting Expense Reports, resulting in degraded application performance. Root Cause: The incident was caused by unexpectedly high CPU utilization on a server supporting report processing operations. A recent software change introduced behaviour that generated a large number of concurrent background processes and excessive logging activity, which consumed a significant portion of available compute resources. As a result, database operations experienced increased response times, leading to delays in expense report submissions and related transactions. An additional security monitoring process was also observed to contribute to elevated CPU consumption, and further analysis with the vendor is ongoing. To restore service, the affected synchronization process was temporarily disabled and the server was restarted to clear the excess background processes. These actions reduced CPU utilization and returned report submission performance to normal levels. Corrective Actions: Implemented a permanent software fix to prevent excessive background process creation and reduce the volume of logging activity generated during backup and synchronization operations. Adjusted logging configuration to reduce processing overhead and temporarily limited the affected logging channel as a precaution until the permanent fix is deployed. Re-enable backup synchronization processes after deployment of the permanent fix and validation of system stability. Continue investigation with the security software vendor to determine the cause of elevated CPU consumption and implement any recommended remediation. Perform additional database performance optimizations to further reduce baseline resource utilization and improve resilience against similar resource contention scenarios in the future. Review monitoring and operational safeguards to improve early detection and response to abnormal CPU utilization patterns.
Affected components
Update timeline
- resolved Aug 02, 2026, 11:53 PM UTC
We are working to determine the user impact and will provide information as it becomes available.
- resolved Aug 03, 2026, 12:03 AM UTC
We have identified a service degradation impacting Expense users in the APJ1 Data Center. Users are experiencing significant delays when submitting Expense Reports, resulting in degraded application performance. No workaround is currently available. The Incident Response Team (IRT) has been engaged and is actively investigating the cause of the issue. Our next scheduled update will be in 1 hour, or sooner should a significant change occur.
- resolved Aug 03, 2026, 12:30 AM UTC
We identified a service degradation impacting Expense users in the APJ1 Data Center. Users experienced significant delays when submitting Expense Reports, resulting in degraded application performance. No workaround was available. Services have returned to normal operating levels. We will continue monitoring performance for the next 15-30 minutes to verify stability. Once verified as stable the incident will be resolved.
- resolved Aug 03, 2026, 12:43 AM UTC
We identified a service degradation impacting Expense users in the APJ1 Data Center. Users experienced significant delays when submitting Expense Reports, resulting in degraded application performance. No workaround was available. The Incident Response Team (IRT) restarted a database server to restore service. We have verified that service performance is stable and will now resolve the incident. An investigation into the root cause of this incident will now be conducted, and a root cause analysis report provided when that investigation is complete.
- resolved Aug 07, 2026, 01:37 PM UTC
Impact as reported: A service degradation impacted Expense users in the APJ1 Data Center. Impacted users experienced significant delays when submitting Expense Reports, resulting in degraded application performance. Root Cause: The incident was caused by unexpectedly high CPU utilization on a server supporting report processing operations. A recent software change introduced behaviour that generated a large number of concurrent background processes and excessive logging activity, which consumed a significant portion of available compute resources. As a result, database operations experienced increased response times, leading to delays in expense report submissions and related transactions. An additional security monitoring process was also observed to contribute to elevated CPU consumption, and further analysis with the vendor is ongoing. To restore service, the affected synchronization process was temporarily disabled and the server was restarted to clear the excess background processes. These actions reduced CPU utilization and returned report submission performance to normal levels. Corrective Actions: Implemented a permanent software fix to prevent excessive background process creation and reduce the volume of logging activity generated during backup and synchronization operations. Adjusted logging configuration to reduce processing overhead and temporarily limited the affected logging channel as a precaution until the permanent fix is deployed. Re-enable backup synchronization processes after deployment of the permanent fix and validation of system stability. Continue investigation with the security software vendor to determine the cause of elevated CPU consumption and implement any recommended remediation. Perform additional database performance optimizations to further reduce baseline resource utilization and improve resilience against similar resource contention scenarios in the future. Review monitoring and operational safeguards to improve early detection and response to abnormal CPU utilization patterns.
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