[App/Intranet] [German System / US System / Asia/Pacific System] - User search isn’t working properly

Update timeline

1. identified May 08, 2025, 09:41 AM UTC

   User search isn’t working properly. Some users may experience issues with the employee directory and @mentions. The employee directory shows a lower number of users when visibility is restricted to certain user groups. Additionally, administrators may notice a lower number of users when visiting the user groups or filtering by user groups and may also experience issues with the post statistics. Our teams are actively investigating the issue and will work to resolve it as quickly as possible. We will provide further information as soon as it becomes available. To determine the system hosting your application, please navigate to Studio > Settings > API Access and locate the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support team at [email protected].

2. resolved May 09, 2025, 07:18 AM UTC

   We have released an update to resolve the issue and all functions related to search should now be operational. We sincerely apologize for any inconvenience this may have caused and appreciate your understanding and patience during this time. Should you still encounter any issues, please do not hesitate to reach out to us at [email protected]. We are here to assist you and ensure everything is working as expected.

3. postmortem May 19, 2025, 08:08 AM UTC

   **Summary:** As our investigation of the incident is now complete, we would like to share more details about the issue that occurred between May 08, 08:50 CEST, and May 09, 09:18 CEST. ‌ **What happened:** The synchronization process between two systems responsible for aligning user group IDs and associated data for the app and intranet failed. As a result, the user interface displayed fewer users than were actually present in the group, although all users remained correctly assigned within the system. ‌ **Impact:** During the specified period, administrators suspected a potential "loss" of users, as the affected user groups did not display all members. While the users were indeed present in the system, they were not visible when the group was used as a filter criterion. Consequently, related features—such as @Mentions, the employee directory, and the user profile widget—were also impacted, displaying an incomplete list of users. ‌ **Future Improvements:** We are taking steps to enhance the reliability of the synchronization process by leveraging search events to align data, aiming to prevent similar incidents in the future. Please contact us at [email protected] if you have any further questions regarding this topic or if any feature is still impacted against our expectations.