Outage in Samanage

Service Desk Round-Robin Assignment Option Problem

Resolved Minor
January 05, 2026 - Started 2 days ago - Lasted about 6 hours
Official incident page

Incident Report

We are currently investigating an issue affecting the Service Desk in our EU Data Center. The round-robin automatic assignment is not working as expected, and newly created tickets are not being assigned to a user or group automatically. Our team is actively working to identify the root cause and will provide updates as soon as more information becomes available. We appreciate your patience and understanding.
Components affected
Samanage Application (EMEA)

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Latest Updates ( sorted recent to last )
RESOLVED 2 days ago - at 01/05/2026 07:13PM

This incident has been resolved.

MONITORING 2 days ago - at 01/05/2026 04:13PM

A fix has been implemented. We will continue to monitor until we can confirm that no additional impact is expected.

INVESTIGATING 2 days ago - at 01/05/2026 01:35PM

We are currently investigating an issue affecting the Service Desk in our EU Data Center. The round-robin automatic assignment is not working as expected, and newly created tickets are not being assigned to a user or group automatically.

Our team is actively working to identify the root cause and will provide updates as soon as more information becomes available. We appreciate your patience and understanding.

Latest Samanage outages

Service Desk Application Performance Degradation - 1 day ago
Possible Service Desk Features Degradation - about 2 months ago
Performance Issue with Service Desk US Datacenter - 3 months ago
Service Desk GenAI is not successfully generating descriptions/summaries in a timely manner. - 3 months ago
US Data Center - System Performance Issues - 3 months ago

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