Incident report LA for 365 internal communications issue
Detected: Mon May 8 2017 (14:00:59 UTC)
Resolved: Tue May 9 2017 (09:10:03 UTC)
Service Impact: Degraded
Affected Regions: Europe and South America
Summary: CaféX experienced an internal communications issue that impacted the service user's ability to perform the following actions within the Live Assist Admin Portal:
1. Unable to toggle existing users for chat (enable/disable),
2. User synchronisation,
3. Unable to enable Live Assist on dynamics instances.
The chat and cobrowse functionality in the affected regions however remained fully operational.
RCA: The service disruption was caused by an internal communications issue resulting from an upgrade of a core API. This inadvertently affected the LA for 365 services that interfaced with it.
Mitigation: CaféX launched an investigation that detected the root cause of the issue to understand the changes required to restore communication. As this only affected the Europe and South America regions at the time (the only regions where the changes were applied), a new release of the CaféX components was developed, tested and deployed into the affected production environments after which service was fully restored.
CaféX also conducted a review of the change process to prevent re-occurrence.
Next steps: No further action is required.