DropsuiteNA - PSA integration mass ticket creation – Incident details

All systems operational

PSA integration mass ticket creation

Resolved
Degraded performance
Started 3 months agoLasted 15 days

Affected

Website

Degraded performance from 2:30 PM to 4:30 PM

Updates
  • Resolved
    Resolved
    This incident has been resolved.
  • Update
    Update

    During the testing for this hotfix, the dev team identified additional bugs that will need to be resolved before the hotfix can be released. Expected ETA on the Hotfix is October 10th.

  • Update
    Update

    The dev team are still actively engaged in resolving this issue and have updated the ETA for the service ticket creation hotfix to Oct. 4th.

  • Monitoring
    Monitoring

    On September 27th, the development team temporarily suspended the creation of service tickets for PSA partners concerning backup errors due to the large amount of tickets being created. To address and restore the service ticket creation process, we are implementing a hot fix with an ETA of October 2nd. This hot fix will reinstate the service ticket creation flow until we implement a permanent, queue-based solution.

  • Update
    Update

    We are continuing to work on a fix for this incident. ETA for fix deployment: September 27, 2024.

  • Identified
    Identified

    We are currently experiencing an issue with PSA integrations for partners who have Service Ticket integration enabled. Due to a configuration error, a large amount of tickets are being generated within the integration. Our integration team is actively working on a hotfix to resolve this as soon as possible.