TOPdesk SaaS Status

Postmortem: As part of planned infrastructure improvements to our Canada environment, a previously postponed configuration change was unintentionally applied during a routine service update.
Because this change depended on infrastructure that had not yet been deployed in the Canada environment, customer traffic could not be routed correctly, resulting in service interruptions.
Once the issue was identified, the configuration change was immediately rolled back, restoring normal service. We have also updated our deployment process to prevent postponed configuration changes from being applied unintentionally in the future.

Resolved: The issue has been resolved, and all instances should be reachable again.

We will publish an RCA as soon as this matter has been evaluated internally.

Our apologies for the inconveniences.

Investigating: We are currently experiencing problems on our CA1 datacenter.

As a result your TOPdesk environment may not be available.

We are aware of the problem and are working on a solution.

Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be available. The next update will be provided as events warrant until the issue has been resolved.

E-mail updates will be sent right away when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates.

To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 06 8482.

Postmortem: Root Cause Analysis:
During a planned service routing migration, a required configuration update for one service was missed. As a result, traffic for that service was routed incorrectly. Because other services remained unaffected and the overall configuration appeared valid, existing monitoring did not detect the issue. The root cause was human error during the configuration update process.

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Preventive Measures:
To reduce the risk of similar issues, we will consistently apply the four-eyes principle to all configuration changes and introduce a mandatory post-implementation verification step to ensure all intended updates have been applied correctly before a change is considered complete.

Resolved: Dear Customer,

Over the weekend no further issues have been observed and all services have been operating normally. We therefor close the major.

The root cause of this disruption has been identified and a Root Cause Analysis will be posted as soon as this becomes available.

We sincerely apologize for any inconvenience this issue may have caused and appreciate your patience while we worked to resolve it.

Kind regards, The TOPdesk Team

Monitoring: We have identified the issue and implemented a fix.

You should now be able to log in to your TOPdesk environment as expected. If you are still experiencing login issues, please contact our support team and let us know.

We will continue to closely monitor the situation to ensure the service remains stable.

Investigating: We are currently investigating the cause of this issue. We will provide an update as soon as more information becomes available, and no later than 3 hours from now.

Investigating: We are currently experiencing disruptions in one of our services. As a result logging in to your TOPdesk environment may not be possible.

We are aware of the problem and are working on a solution.

Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be available. The next update will be provided as events warrant until the issue has been resolved.

E-mail updates will be sent right away when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates.

Log in is currently not working

To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 06 6038.

Resolved: Dear Customers,

as communicated before, a fix for the not savable incidents issue has been released. Due to the TOPdesk release cycle, it took some time to ensure that all environments were updated to the required version. We are pleased to confirm that version 16.06.008 has now been deployed to all TOPdesk environments.

This update resolves the issue that prevented operators from saving incidents that contain broken images.

We sincerely apologize for any inconvenience this issue may have caused and appreciate your patience while we worked to resolve it.

Kind regards, The TOPdesk Team

Investigating: Dear customer,

The issue where "broken images" in incidents action fields prevent you from saving the incident card has been fixed by development. The version for this fix is 16.06.008.

A work around is available for this bug.

Work around: ⒈Locate the broken images in the action fields of the progress trail. The broken image will look like a square box with a border around it. ⒉Delete the broken images ⒊Submit the correcte action field ⒋Repeat if more action fields are affected ⒌Save the card

Our apologies for the inconvenience. At the time of writing the fix is part of our release cycle.  We cannot yet say when exactly the release will be available. Expected release is by the end of week 25.

Investigating: Dear customer, The issue where "broken images" in incidents action fields prevent you from saving the incident card has been fixed by development. The version for this fix has yet to be announced.  We expect this to be known tomorrow.

Due to the way the TOPdesk release cycle works, it will take some time before you'll notice the fix in your TOPdesk.

We will try to keep you updated where possible.

Investigating: We are currently experiencing disruptions with saving incident cards. It may occur that Incident cards that contain a "broken image" cannot be saved.

An error pops up stating to check the log files. To see if you are affected by this disruption, check if your Incident contains action fields with "broken images" These images look like an empty box with gray border.

The logs files state the following error: 'The given index must be of a Image token'

The error was introduced in version 16.06.001

A work around is also available for this bug. Work around: ⒈Locate the broken images in the action fields ⒉Delete the broken images ⒊Save the card

Development is actively investigating the issue and will produce a fix as soon as possible.

Our apologies for the inconvenience

Investigating: We are currently experiencing disruptions with incidents that cannot be saved due to empty images in the action field.

We are aware of the problem and are working on a solution.

Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when this will be solved.

To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 06 2790.