RESOLVED: Disruption EU1: Degraded performance

Update timeline

1. investigating May 28, 2025, 07:23 AM UTC

   We are currently experiencing disruptions with the EU1 hosting location. Some functionalities of your TOPdesk environment might not be available. We are aware of the problem and are working on a solution. Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be available. We aim to update this status page every 30 minutes until the issue has been resolved. E-mail updates will be sent when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates. To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR25 05 7706.

2. monitoring May 28, 2025, 07:25 AM UTC

   We have identified the cause of the issue and implemented a fix. All functionalities will be fully operational within the next thirty minutes. Automated actions will proceed as planned, ensuring no data loss. We will continue to monitor the situation and will close the major incident once we confirm everything is functioning properly.

3. resolved May 28, 2025, 08:17 AM UTC

   After a period of monitoring, we can confirm that all functionalities are fully operational. We apologize for any inconvenience this may have caused. If you have any questions, please don't hesitate to contact our support team. We will provide root cause analysis (RCA) as soon as possible.

4. postmortem Jun 20, 2025, 11:42 AM UTC

   On May 28, 2025, a major incident affected the messaging system in the EU1 hosting location, disrupting functionalities such as imports and automated actions of multiple customer environments. The issue was identified when environments failed to connect to the messaging system, which was experiencing operational difficulties. Immediate actions were taken to diagnose and resolve the problem, starting with a restart of the system to restore normal functions. The restart action successfully reduced the message queue rapidly and roughly 15 minutes after it was cleared. The root cause was determined to be connectivity issues due to the degraded health of the messaging system, to which we have applied an upgrade to ensure future stability.