ServiceMax incident
ServiceMax Support Announcement - Salesforce service disruption on NA147, NA161, NA168, NA174
ServiceMax experienced a critical incident on March 30, 2023 affecting Critical Announcements, lasting 1h 13m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Mar 30, 2023, 06:37 PM UTC
Description of Issue: There is currently a Salesforce service disruption on NA147, NA161, NA168, NA174 . During a service disruption, end users can’t access the service. Salesforce are investigating the issue and an update will be provided as soon as we have more information. Action Being Taken: Salesforce investigating By Whom: Salesforce Next Update: 30 minutes or sooner (from Salesforce)
- identified Mar 30, 2023, 07:28 PM UTC
The Salesforce Technology team has performed targeted application-level restarts. The team identified a recent infrastructure change as the potential incident trigger. The change introduced a misconfiguration leading to resource contention on the application tiers. The team has monitored service restoration on NA161, NA174, and NA147 as of 19:02 UTC. Again, there may be performance degradation to services until they have fully recovered. Salesforce will provide an update in 30 minutes or sooner if additional information becomes available.
- investigating Mar 30, 2023, 07:43 PM UTC
We are continuing to investigate this issue.
- resolved Mar 30, 2023, 07:50 PM UTC
At 19:22 UTC, on March 30, 2023, the Salesforce Technology team confirmed that the restarts were successfully completed across all the impacted instances and declared an all-clear after monitoring performance and completing all health checks. Salesforce apologizes for how you and your business may have been affected by this incident. As always, Salesforce will perform a full investigation of the incident, confirming the technical trigger, the underlying cause, and preventive action to avoid a repeat in the future.