TOPdesk SaaS Status

Investigating: Dear Customer,

The fix for this issue has been implemented. However, the release of the version containing the fix is taking longer than initially anticipated. This is due to another issue that is currently being worked on.

Our intent is to start shipping the fix before the end of the week. The major incident will remain open until the fix has been successfully deployed and is available to all affected customers.

In the meantime, the functionality itself is still working as intended, and the previously shared workaround remains available.

Thank you for your patience and our apologies for the continued inconvenience.

Investigating: Dear customer,

Because the Major will remain open for a bit longer we like to share a work-around.

Work-around: When hoovering your cursor over the bookmark icon, a mouse over appears The mouse over contains the state of the button. This is either 'Add this card to your bookmarks' or 'Remove this card from your bookmarks'

Thank you for your patience and our apologies for the inconvenience this issue has caused.

Investigating: The TOPdesk version that will contain the fix for this issue will be 16.09.022.

The fix will be deployed to the affected environments as part of the regular release process. The major incident will remain open until the fix has been deployed and is available to all affected customers.

Investigating: Incident update The issue causing this major incident has been identified and a fix has been implemented. The fix will be deployed to the affected environments as part of the regular release process. The major incident will remain open until the fix has been deployed and is available to all affected customers.

Thank you for your patience and our apologies for the inconvenience this issue causes.

Root cause As part of a large-scale UI refresh project, more than 2,000 icons were updated across the application. During these changes, an incorrect icon configuration was introduced, resulting in the expected visual feedback not being displayed in certain situations. This issue was not identified during the review and testing process before release.

Preventive measures To reduce the likelihood of similar issues, we have improved our validation and review processes. Large-scale UI changes will be divided into smaller, more manageable increments, allowing for more focused testing and making visual inconsistencies easier to identify before release.

Investigating: We are currently experiencing an issue with the Bookmark button in the user interface. For some users, the visual feedback indicating that the button has been activated is no longer displayed.

We have identified the root cause and implemented a fix. The issue will be resolved for the affected versions once the fix is deployed as part of the regular release cycle.

We apologize for the inconvenience and thank you for you patience. For the latest updates, please visit the TOPdesk Status Page: https://status.topdesk.com

To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 09 7369.