Outage in Helpshift

Issue with Private notes

Resolved Major
February 27, 2023 - Started over 2 years ago - Lasted about 10 hours
Official incident page

Incident Report

We located a regression that transpired because of the change we did yesterday. Private notes that have been created since 3.00 PM IST yesterday were not being returned via any service. We've made the fix. The notes created from now on will be visible. We are working on retaining the notes missed since yesterday.
Components affected
Helpshift Management Portal Helpshift APIs
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Latest Updates ( sorted recent to last )
RESOLVED over 2 years ago - at 02/28/2023 02:10PM

This incident has been resolved.

MONITORING over 2 years ago - at 02/28/2023 10:30AM

The internal job is running to recover the missing private notes.

MONITORING over 2 years ago - at 02/28/2023 07:35AM

The internal job is running to recover the missing private notes. Expected time of completion 8:30 AM UTC.

MONITORING over 2 years ago - at 02/28/2023 05:08AM

A fix has been implemented and we are monitoring the results.

IDENTIFIED over 2 years ago - at 02/28/2023 04:16AM

The issue has been identified and a fix is being implemented.

INVESTIGATING over 2 years ago - at 02/28/2023 04:16AM

We located a regression that transpired because of the change we did yesterday. Private notes that have been created since 3.00 PM IST yesterday were not being returned via any service. We've made the fix. The notes created from now on will be visible. We are working on retaining the notes missed since yesterday.

Latest Helpshift outages

Service Degradation - 7 days ago
Dashboard Analytics is down - 12 days ago
Partial Outage - about 1 month ago
Real-Time Operations and Auto-assignment in Degraded State - about 2 months ago
Dashboard experiencing degraded performance - about 2 months ago

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