Decision Manager Service Disruption

The issue affecting the performance of the Case Management Marking tool within Decision Manager Service has now been fully resolved. Cybersource is conducting an internal review of the events to mitigate future occurrences.

Reported Start Time: 11 August 2025 08:04 GMT
Reported End Time: 11 August 2025 15:52 GMT

Impact: customers are now able to use the Marking tool from the Transaction Details Page as normal. List Manager is performing as expected.

Next Update: No further updates, issue resolved.

Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.

Cybersource Support Center

Incident #: INC21579463

The issue affecting the performance of the Case Management Marking tool within Decision Manager Service is now mitigated. We are monitoring closely to ensure the issue is resolved.

Impact: The issue has been mitigated, and customers are now able to use the Marking tool from the Transaction Details Page as normal. Users should no longer experience issues with List Manager.

Reported Start Time: 11 August 2025
Reported End Time: tbd

Next Update: As current status changes.

Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.

Cybersource Support Center

Incident #: tbd

We have identified the issue affecting the performance of the Case Management Marking tool within Decision Manager Service and are working urgently to resolve the issue. We appreciate your patience as we work urgently to implement a mitigation.

Impact: Clients may be unable to use the Marking Tool within Case Management and may see a Red Banner error - "An Error Occurred Retrieving Marking Fields" Users are able to use the Marking tool from the Transaction Details Page. Users may also experience issues with List Manager.

Reported Start Time: 11 August 2025

Next Update: As current status changes.

We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated.

Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.

Cybersource Support Center

Incident #: TBD

Cybersource is aware of an issue that is currently affecting the Case Management Marking tool within Decision Manager Service.


We are investigating the cause and working urgently to resolve the issue.

Impact: Clients may be unable to use the Marking Tool within Case management and may see a Red Banner error - "An Error Occurred Retrieving Marking Fields"

Users are able to use the Marking tool from the Transaction Details Page

Reported Start Time: 11 August 2025

Next Update: As Current Status changes

We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated.

Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.

Cybersource Support Center

Incident #: TBD