US & AU Data Centers - Service Request Approval Workflow Issue

This issue has been resolved.

The fix we had in place did not resolve the issue as expected. Our Engineering team has identified and is currently working on a resolution.

Our team is preparing for the deployment, which is expected to be completed within the next hour. If this changes, we will provide an update immediately.

The fix we had in place did not resolve the issue as expected. Our Engineering team has identified and is currently working on a resolution.

Our team is preparing for the deployment, which is expected to be completed within the next hour. If this changes, we will provide an update immediately.

We have identified the root cause of the issue affecting Service Request approval workflows for customers in the US and AU regions.

We are currently testing a fix. Once testing is complete, we will proceed with deployment and share further updates.

Our team is continuing to investigate the issue and is focused on identifying the root cause and resolving it as quickly as possible. We will provide updates as new details become available. Thank you for your patience.

Our team is actively investigating the issue, which may be related to a recent deployment. We are working to identify the root cause and resolve it, and we will provide updates as more information becomes available. Thank you for your patience.

We are currently investigating an issue affecting Service Requests for customers in the US and AU regions.

Initial findings indicate that when the approval process is configured to use the Incident Assignee as the approver, the workflow may terminate unexpectedly with the following error:

“The task [Task Name] has been automatically declined per predefined approval conditions because the approval step contains unknown approvers.”

Our engineering teams are actively working to identify the root cause and determine a resolution.

If you have questions, are experiencing related issues, or would like to provide additional details, please contact us via chat or email at technicalsupport@solarwinds.com.

We will continue to provide updates as more information becomes available.