Puzzel Incident Notification

We are investigating and seeking to resolve an incident which may be affecting your Puzzel Case Management (PCM) service.

PCM customers may be experiencing the status of some tickets incorrectly showing as closed.

PCM Developers are currently working to resolve this as a priority.

Updates will be provided every 60 minutes until the incident is resolved.

We apologise for the potential impact of this incident on you and your business.

Puzzel Case Management (PCM) Developers have identified a fix and are currently working on applying this to all affected customers as a priority.

Updates will be provided every 60 minutes until the incident is resolved.

We apologise for the potential impact of this incident on you and your business.

Puzzel Case Management (PCM) Developers are continuing to work on applying a fix to all affected PCM customers. A further update will be provided once the incident is resolved. We apologise for the potential impact of this incident on you and your business.

Puzzel Case Management (PCM) Developers are continuing to work on applying a fix to all affected PCM customers. Some customers may experience incorrect number of open tickets and incorrect ticket status. We apologise for the potential impact of this incident on you and your business.

Puzzel Case Management (PCM) Developers are working on re-indexing all affected tickets for customers experiencing incorrect number of open tickets and/or incorrect ticket status. We apologise for the potential impact of this incident on you and your business.

Puzzel Case Management (PCM) Developers are continuing to work on re-indexing all affected tickets for customers experiencing incorrect number of open tickets and/or incorrect ticket status. We apologise for the potential impact of this incident on you and your business.

Re-indexing of all affected tickets for customers experiencing incorrect ticket counts or statuses is still in progress. We will provide an update once it is complete.

We apologise for the potential impact of this incident on you and your business.

Puzzel Case Management (PCM) Developers have applied a fix to all affected PCM customers, and the final stage of re-indexing of incorrect ticket statuses will be completed overnight. We apologise for the potential impact of this incident on you and your business.

The re-indexing is not yet completed, so some Puzzel Case Management customers may still experience incorrect ticket statuses in Puzzel Case Management.

We will update you once the re-indexing is confirmed as completed.

We apologise for the potential impact of this incident on you and your business.

The re-indexing has been completed so customers should no longer experience incorrect ticket counts.
There are still some duplicate tickets which our developers are working to resolve. We will update you once this is fully resolved.

Some customers may still see some tickets in a 'Closed' state. All affected tickets have been identified, and we are actively working to update them.

All tickets in an incorrect 'Closed' state have been changed to the correct status.

Our Development team are working on resolving the remaining duplicate ticket issue, currently present on a small number of cases where follow-up emails may have generated a new ticket instead of linking to the original, which was incorrectly marked as closed at the time.

We’re currently addressing this, and by tomorrow, agents will see a clear link between the related cases to ensure full context and continuity.