Calculation fields may be incorrect following recent update

Update timeline

1. investigating Apr 10, 2026, 07:12 AM UTC

   Dear Customer, We have identified an issue affecting calculations performed during the night of 09/04/2026 - 10/04/2026. Due to a recent update, certain calculated fields may be incorrect. We are currently assessing the scope of the impact. The system is otherwise operating normally, and no data is lost. Our engineering team is actively investigating the issue and working on a fix. If you notice any discrepancies in your data, please contact our Support team and create a new ticket in the Help Centre. We will assist by re-calculating the affected card bases for your environment. We will provide updates as the investigation progresses. Your Sympa Team

2. identified Apr 10, 2026, 08:57 AM UTC

   Dear Customer, We have identified the main cause of the issue affecting calculation accuracy. The issue is related to certain calculation scenarios, for example: - when calculations combine text and numeric values (for example, building a value that includes both text and numbers) - when conditions check whether a boolean (checkbox) field is empty or not - when conditions check whether an approval-field is 0 or other not supported value As a result, these calculated fields has resulted into empty values. The system has been otherwise operating normally, and no data is lost. Our engineering team is continuing work on a fix for these scenarios. If you notice any discrepancies in your data, please contact our Support team and create a new ticket in the Help Centre. We will assist by re-calculating the affected card bases for your environment. We recommend reviewing recent calculation results before using them for critical processes. We will provide further updates as the fix progresses. Your Sympa Team

3. monitoring Apr 10, 2026, 12:29 PM UTC

   Dear Customer, A fix was implemented by rolling back the recent changes that caused the calculation issue. We have fixed all the cases that have been reported to us so far. We are currently monitoring the situation to ensure everything is working as expected. Any calculation issues that have not yet been noticed will be automatically corrected by next midnight on Saturday at 00:00 UTC. We will continue to monitor closely and provide further updates if needed. Your Sympa Team

4. resolved Apr 10, 2026, 06:21 PM UTC

   Dear Customer, The issue affecting calculation accuracy has now been resolved. We have monitored the situation and confirmed that the fix is stable. If you still notice any discrepancies in your data, please contact our Support team, and we will be happy to assist. Thank you for your patience. Your Sympa Team

5. postmortem Apr 20, 2026, 09:34 AM UTC

   **What happened** During the night of April 9–10, 2026, the calculation engine ran with an updated version that included stricter formula validation. This stricter validation caused formulas that previously produced results to now yield empty values in the report database. Specifically, three categories of formulas were affected: * Formulas that used the `+` operator for string concatenation — all `+` operations were treated as arithmetic * Formulas that compared fields against values of incompatible types \(e.g. boolean compared to null, approval compared to a number\) — previously the engine silently ignored these, now it rejected them * Formulas that contained inline comments using the `#` character **Why it happened** We upgraded the calculation engine to improve diagnostics and enable deeper investigation of calculation issues. The new engine included stricter type validation rules. While the intent was to improve robustness, the stricter rules rejected formulas that the previous engine had accepted. These edge cases were not sufficiently covered by the existing regression tests and were not caught before deployment. **What we did** * **Apr 10, 11:57 EEST** — Root cause identified: three categories of formulas were failing under the new stricter validation * **Apr 10, 15:29 EEST** — Fix deployed by rolling back the calculation services to the previous version; all reported cases corrected * **Apr 10, 21:21 EEST** — Fix confirmed stable after monitoring; incident resolved ‌ **The fixes for the identified edge cases and dedicated regression tests are planned as follow-up work.**