Outage in Samanage

Service Desk GenAI is not successfully generating descriptions/summaries in a timely manner.

Minor
October 17, 2025 - Started 2 days ago
Official incident page

Incident Report

Service Desk GenAI is not successfully generating descriptions/summaries in a timely manner. We are aware of this problem, and our engineering team is working to fix it as soon as possible. We apologize for the inconvenience and appreciate your patience.

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Latest Updates ( sorted recent to last )
IDENTIFIED about 9 hours ago - at 10/19/2025 11:52AM

We are currently addressing an issue impacting the GenAI features within the Service Desk. Our team has identified a critical dependency that is essential to resolving the problem. While this dependency lies outside our direct control, we are actively coordinating with the relevant parties and taking all necessary steps to restore full functionality as quickly as possible. We appreciate your patience and understanding and will continue to provide updates as progress is made. Thank you.

IDENTIFIED 1 day ago - at 10/18/2025 01:53PM

We are actively working to resolve an issue affecting the GenAI features within the Service Desk. Our team has identified a key dependency required for resolution. Although this dependency is outside our control, we are taking all necessary steps to restore full functionality as soon as possible. Thank you for your patience and understanding. We will continue to share updates as progress is made.

IDENTIFIED 2 days ago - at 10/17/2025 09:33PM

We are currently working to resolve an issue impacting the GenAI features in the Service Desk. Our team has identified a key dependency that must be addressed as part of the resolution. While this dependency is outside of our direct control, we are actively taking all necessary steps to restore full functionality as soon as it is resolved. We appreciate your patience and understanding, and we will continue to provide updates as progress is made.

IDENTIFIED 2 days ago - at 10/17/2025 04:21PM

We’re currently working on resolving an issue affecting service desk GenAI features. Our team has identified a key dependency that must be addressed in the resolution process. While this dependency is outside our direct control, we are actively implementing all necessary steps to restore full functionality as soon as it is resolved.
We appreciate your patience and understanding, and we’ll continue to keep you updated on progress.

INVESTIGATING 2 days ago - at 10/17/2025 02:29PM

Service Desk GenAI is not successfully generating descriptions/summaries in a timely manner. We are aware of this problem, and our engineering team is working to fix it as soon as possible. We apologize for the inconvenience and appreciate your patience.

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