Templafy Status

Postmortem: Investigation
On April 1, 2026, a subset of customers began reporting issues when attempting to open or generate documents through app connectors. As a result, an incident was created at 10:58 AM CET.
The engineering team investigated and identified two main issues. Some links from external systems were not directing users to the correct documents, and users encountered errors when accessing certain templates in filtered folders.
Further analysis showed that recent changes introduced as part of the new user experience caused inconsistencies in how required data was passed between systems. This resulted in missing information needed to correctly locate and load documents.

Mitigation
Following identification of the issues, the engineering team prioritized restoring functionality. Work began shortly after detection by correcting external link routing and ensuring required data was available before documents were loaded.
Temporary mitigation steps were applied to stabilize access while a full fix was prepared. Additional connector flows were also reviewed, including known variations such as the Stuf app connector.

Resolution
The issue was resolved at 5:40 PM CET on April 1, 2026, when fixes were deployed to restore document generation through app connectors.
The implemented changes ensured that all required information was consistently available during the document creation process. After deployment, users were able to successfully generate documents and access templates without errors. The solution was validated across affected environments.

Post-Incident Actions

• Feature flag implementations will include options to exclude specific tenants during rollout
• Test coverage will be expanded for app connectors, document access, and integration scenarios

Impact and Scope
This incident affected a subset of customers using app connectors within the new end-user experience. Impacted users experienced failures when opening or generating documents, particularly when accessing templates through filtered folders or external links.

We sincerely apologize for the disruption caused by this incident. Maintaining a reliable and seamless experience is our highest priority, and we are taking steps to improve our release processes and testing coverage moving forward.

Resolved: The incident has been resolved, and further information will be provided in a postmortem shortly.

We apologize for the impact to affected customers.

Monitoring: The incident has been successfully mitigated, and our team is actively monitoring the situation to ensure ongoing stability and performance. We are observing the systems to prevent any further disruptions.

Identified: The engineers have identified the root cause and are working towards a fix.

Identified: We have identified an issue that affects a subset of customers and are working towards a resolution. Further updates will be posted here soon.