Secureworks Outage History

Secureworks experienced a delay in processing a subset of alerts in their Charlie system for 3.2 hours. The incident affected alert processing functionality, causing delays in security alert handling. The issue was actively investigated and subsequently resolved.

Secureworks experienced a 1.1-hour incident where users were unable to attach alerts to cases (investigations) across all environments. Engineers identified the root cause and deployed a fix to restore the alert attachment functionality. Alerting continued to work normally throughout the incident with no risk of data loss.

Secureworks experienced an automation system backlog that caused an increase in notifications as automated jobs caught up on processing. The incident affected users through a higher than normal volume of notifications from the automation system. The issue was resolved after 7.9 hours once the backlog was cleared and the automation system returned to normal operation.

Users experienced login issues with the Secureworks Taegis Platform for 38 minutes. A workaround was provided to use incognito/private browsing mode to access the platform. The incident was resolved without requiring permanent changes to user login procedures.

Secureworks experienced an issue where playbook automations failed to run for some customers, affecting their automated security response workflows. The incident was classified as minor and lasted approximately 3.6 hours before being resolved. The service team investigated and restored normal automation functionality.

Secureworks experienced a 27.5-hour incident where Zendesk ticket creation from @secureworks comments was failing, causing delayed customer service responses to user inquiries. The issue also affected ticket assignment functionality through the "Assignee" field. The problem was resolved after implementing a fix and monitoring the results.

A Tactic Graphs rule in Secureworks caused increased detection volume due to excessive alerting. The noisy rule was disabled to stop the false alerts while the team evaluated it for proper tuning. The incident was resolved after 16.6 hours once the rule adjustments were completed.