Intermittent issues loading service requests

We are marking this issue as resolved, as the Service Desk application has remained stable. If the issue resurfaces or if you require any further assistance, please don’t hesitate to contact us at technicalsupport@solarwinds.com.

The fix deployment is now complete, and our team is closely monitoring the results to ensure stability.

Our team is in the final stages of deploying the fix. We expect completion shortly and will share an update immediately.

Our Engineering team is actively deploying a remediation to address issues resulting in page load failures, blank pages, or incomplete content. Further updates will be provided as progress continues.

Our Engineering team is continuously working on applying a fix to the data for all affected users.

Further updates will be provided in the next hour.

Our Engineering team has successfully applied a fix and is applying it retroactively to resolve the issue for all affected users.

Any interruptions during this process should be minimal.

We will provide another update in the next hour.

Our engineering team has prepared a fix for this issue, and the deployment process has started.

During the deployment window, some users may experience brief slowdowns or intermittent delays; we expect any impact to be minimal and temporary.

We will provide a further update on this page once the deployment has finished.

We are actively working on a fix for this issue. As a reminder, the cause occurs when a process workflow includes a Send Notification action that sends an email to a user or email address that does not have a valid user account in the affected Service Desk instance.

As a temporary workaround, service desk administrators can update the affected workflows so that Send Notification actions are configured to send emails to a named user with a valid Service Desk account instead of an email address that is not associated with a user. We will provide further updates on this page as our work progresses.

We have identified the root cause of the issue. It occurs when a process workflow includes a Send Notification action that sends an email to a user or email address that does not have a valid user account within the affected Service Desk instance.

Our engineering team is actively working on a fix. Additional updates will be provided on this page as progress continues.

Our investigation has determined that this issue is limited to a subset of Service Desk service requests and service catalog items and does not affect all users or all catalogs.

We are continuing to investigate the underlying cause and will provide additional updates on this page as our work progresses.

We are continuing to investigate this issue.

We are investigating an issue where some users are unable to fully load service (catalog) requests. Affected pages may briefly appear and then show blank or incomplete content.

Our engineering team is actively investigating the cause and working to restore full functionality. We will provide updates on this page as more information becomes available.

If you are impacted and need assistance, please contact SolarWinds Support through your usual channels.