Latency and Errors received when accessing Eptura Workplace
Incident Report for Eptura Workplace
Postmortem

Eptura Workplace detailed Root Cause Analysis | May 20, 2024 

Latency and errors received when accessing or navigating Eptura Workplace 

 

We are truly grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. 

 

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):  

  • 8:05 AM: An initial report was received by the support team about the latency and errors. 
  • 10:27 AM: After support investigation, a ticket was raised to our CloudOps team for further troubleshooting. 
  • 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.

Posted May 30, 2024 - 21:07 UTC

Resolved
As we have not seen further service disruptions after the fix was implemented, we have moved to the Resolved Phase. A detailed RCA will be posted in 10 business days. Please stay subscribed to the page to receive post automatically.
Posted May 20, 2024 - 20:17 UTC
Monitoring
A fix has been implemented. We are moving into the Monitoring Phase for the next 1 hour.
Posted May 20, 2024 - 19:07 UTC
Update
We are continuing to investigate this issue.
Posted May 20, 2024 - 18:59 UTC
Investigating
We are currently investigating an issue with Eptura Workplace. We will update you when we have more information.
Posted May 20, 2024 - 18:39 UTC
This incident affected: System Status and Eptura Workplace Modules (Move Module, Asset Module, Visitor Module).