Eptura Workplace detailed Root Cause Analysis | May 20, 2024
Latency and errors received when accessing or navigating Eptura Workplace
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Description:
When customers attempt to access or navigate the Eptura Workplace platform, they encounter timeout errors in the following modules: Visitor, Move, Service Request, and Asset.
Type of Event:
Intermittent Outage
Services/Modules impacted:
Production/ Visitor, Move, Service Request, and Asset.
Timeline (reported in CST):
1:37 PM: As additional customers began to report the same issue, the support team raised the ticket to a Severity 2 priority and notified all customers via Status Page that we are investigating the issue with the CloudOps team.
2:07 PM: The issue is identified the services were restarted to resolve the issue. The status page is updated from an identified status to monitoring. Meanwhile customers have begun to see improvement.
3:17 PM: As more customers confirm resolution, no additional reports of latency or errors in the platform. The Status Page is moved to a Resolved status.
Total Duration of Event:
6 hours, 2 minutes
Root Cause:
A disruption occurred in the App-Info, Preference, and Eptura Workplace Services.
Remediation:
A restart of the services was required to address this disruption.
Preventative Action:
Our CloudOps team is enhancing our monitoring systems for the App-Info, Preference, and Eptura Workplace Services. These improvements aim to proactively detect and address the need for any ad-hoc restarts, making your experience smoother and more reliable. We're committed to reducing your effort and preventing future issues, ensuring you receive the best service possible.