TOPdesk incident
RESOLVED: Automated actions, mailimport failed
TOPdesk experienced a critical incident on July 31, 2024 affecting NL3 SaaS hosting location, lasting 1h 1m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 31, 2024, 07:22 AM UTC
We are currently experiencing problems on all of our hosting locations. As a result your TOPdesk environment may 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. The current status can be found on our TOPdesk Status Page: https://status.topdesk.com
- investigating Jul 31, 2024, 07:38 AM UTC
We identified the issue and are working on a solution
- investigating Jul 31, 2024, 07:55 AM UTC
The solution has been implemented. Functionality will restore automatically and gradually within the next few minutes
- resolved Jul 31, 2024, 08:23 AM UTC
All mail services and actions are operational again
- postmortem Nov 05, 2025, 03:04 PM UTC
As a result of a recent update to our Data Encryption Service, multiple dependent services experienced a temporary loss of connectivity with the main application, which led to the temporary unavailability of certain application functionalities. **Root Cause:** During the update process, the installer service inadvertently utilized outdated encryption keys. This impeded secure inter-service communication and the inability to establish secure connections with the main application **Resolution:** Upon identification of the issue, new security keys were generated and deployed throughout the system. Subsequently, the affected services were restarted, which successfully restored secure communication **Preventive Actions:** We will improve our update process to ensure that only current encryption keys can be used during future system updates.