Outage in xMatters
Notice: Issue discovered with xMatters and ServiceNow update Zurich Patch 10 Hotfix 4
Resolved MinorIncident Report
Summary AI Generated
A compatibility issue was identified between xMatters and ServiceNow's Zurich Patch 10 Hotfix 4, which disrupted communication between the two platforms via the xMatters Integration Platform. Customers were advised to hold off on installing the patch, and those already affected could restore normal operation by rolling it back. ServiceNow resolved the underlying issue on August 28, 2026, via a maintenance patch, as detailed in their knowledge base article KB3147727.
We recommend that customers who have integrated ServiceNow with xMatters hold off on installing the following ServiceNow patch until further notice:
Zurich Patch 10 Hotfix 4
Build tag: glide-zurich-07-01-2025__patch10-hotfix4aw34-08-16-2026
We have observed that this patch may disrupt communication between ServiceNow and xMatters. Our teams are actively investigating the issue and working to determine the appropriate resolution.
If you have already installed the patch and are experiencing integration issues, rolling back the patch has been shown to restore normal operation. Please contact xMatters Support if you need further assistance.
We will provide another update when more information is available. We apologize for any inconvenience.
Components affected
xMatters Integration Platform xMatters Integration Platform xMatters Integration PlatformTrusted by 1,000+ teams
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Latest Updates ( sorted recent to last )
RESOLVED
18 days ago - at 09/01/2026 04:32PM
ServiceNow has resolved this issue on Friday, August 28, 2026 with a maintenance patch. The problem was related to an issue in the ServiceNow patch identified in their article KB3147727 (https://support.servicenow.com/kb_view.do?sysparm_article=KB3147727)
INVESTIGATING
24 days ago - at 08/26/2026 11:16PM
We recommend that customers who have integrated ServiceNow with xMatters hold off on installing the following ServiceNow patch until further notice:
Zurich Patch 10 Hotfix 4
Build tag: glide-zurich-07-01-2025__patch10-hotfix4aw34-08-16-2026
We have observed that this patch may disrupt communication between ServiceNow and xMatters. Our teams are actively investigating the issue and working to determine the appropriate resolution.
If you have already installed the patch and are experiencing integration issues, rolling back the patch has been shown to restore normal operation. Please contact xMatters Support if you need further assistance.
We will provide another update when more information is available. We apologize for any inconvenience.
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