Istoricul incidentelor Topdesk

1. 21 iulie 2026 la 14:02 UTCmonitoring

   Topdesk introduce îndrumarea în cadrul interfeţei TOPdesk Această orientare este furnizată printr-o platformă furnizată de Userpilot, Inc. Vă rugăm să rețineți că, spre deosebire de produsele suplimentare opționale, acest strat de ghidare se aplică tuturor mediilor TOPdesk SaaS; nu este un abonament separat. Ce înseamnă această schimbare pentru datele dumneavoastră? Pentru a furniza această orientare, pilotul utilizator procesează un set limitat de date în numele TOPdesk: Metadate de interacţiune Un set limitat de elemente de identificare a utilizatorului utilizat, astfel încât aceeași orientare nu este arătată în mod repetat aceluiași utilizator. Aceste date sunt pseudonime. Acesta nu include niciun conţinut din mediul dvs. TOPDESK Deoarece pilotul utilizator prelucrează date cu caracter personal limitate (identificatorii utilizatorului) în numele TOPdesk, pilotul utilizator acționează ca un subprocesor, astfel cum este definit în legislația aplicabilă privind protecția datelor, inclusiv GDPR, GDPR din Regatul Unit și Legea privind protecția datelor generale din Brazilia (LGPD). Datele prelucrate de către pilotul utilizator în legătură cu TOPdesk sunt stocate și prelucrate în Uniunea Europeană, în special pe serverele situate în Franța pentru toți clienții, indiferent de locul în care este situat clientul. Este accesibilă numai personalului autorizat. Pentru clienţii aflaţi în afara UE, aceasta înseamnă că datele dumneavoastră referitoare la pilotul utilizator sunt prelucrate în UE mai degrabă decât în propria regiune. Pentru a furniza corect orientările, pilotul utilizator utilizează adrese IP pentru a determina țara utilizatorului final; aceste adrese IP nu sunt stocate permanent și sunt eliminate odată prelucrate. Aceste date sunt criptate în tranzit și în repaus și fac obiectul unui acord de prelucrare a datelor care oferă garanții adecvate în conformitate cu legislația aplicabilă privind protecția datelor. Această schimbare produce efecte pe 21 august. Pentru mai multe detalii și informații de fond, a se vedea My TOPdesk Knowledge item: KI 19347 În cazul în care aveți obiecții cu privire la această modificare, vă rugăm să răspundeți în termen de 30 de zile la TOPDESK Support: [email protected] sau https://my.topdesk.com. Echipa noastră de sprijin este, de asemenea, disponibil pentru orice alte întrebări sau observații cu privire la această schimbare.

2. 21 iulie 2026 la 14:04 UTCmonitoring

   Confidențialitate Q&A: pilot utilizator în TOPDESK Ce este Userpilot? Userpilot este un instrument care permite TOPdesk pentru a arăta îndrumare în-produs Acesta este utilizat de către TOPdesk pentru a ajuta clienții obține mai multă valoare de la produs. Are pilotul utilizator acces la datele noastre? Nu. Pilotul utilizator nu are acces la nimic stocat în mediul dumneavoastră TOPdesk. Nu poate vedea biletele, înregistrările clienţilor, datele personale sau orice conţinut pe care organizaţia dumneavoastră l-a introdus în TOPdesk. Ce date colectează Userpilot? Numai procesele pilotului utilizator: Metadate de interacţiune Metadate de utilizator Aceste date sunt pseudonime: nu include nume, adrese de e-mail sau orice conţinut din mediul dumneavoastră TOPdesk. Deoarece implică identificatori limitati ai utilizatorului, acesta este tratat ca date cu caracter personal în cadrul GDPR și manipulat în consecință. Unde sunt stocate și prelucrate datele? Toate datele prelucrate de către pilotul utilizator în legătură cu TOPdesk sunt stocate și prelucrate în cadrul Uniunii Europene, în special pe serverele situate în Franța pentru toți clienții, indiferent de locul în care este situat clientul. Pentru a furniza corect orientările, pilotul utilizator utilizează adrese IP pentru a determina țara utilizatorului final; aceste adrese IP nu sunt stocate permanent și sunt eliminate odată prelucrate. Este pilotul utilizator un subprocesor conform acordului nostru de prelucrare a datelor cu TOPdesk? Da. Pilotul utilizator a fost adăugat ca subprocesor. Clientii sunt informati despre acest lucru printr-o notificare separata, formala a subprocesorului (publicata pe pagina noastra de stare SaaS), care stabileste detaliile necesare si dreptul dumneavoastra de a obiecta in perioada declarata. Prezentul Q&A este un document de referință și nu este ea însăși acea notificare formală. Există un acord de prelucrare a datelor (DPA) în vigoare cu pilotul utilizator? Da, un acord de prelucrare a datelor este în vigoare între TOPdesk și pilotul utilizator. Acordul în sine este confidențial între părți, astfel încât nu suntem în măsură să împărtășească o copie Putem să renunţăm sau să cerem ştergerea datelor noastre? În temeiul GDPR (articolul 17, "dreptul la ștergere"), persoanele fizice pot solicita ștergerea datelor lor cu caracter personal Pentru a exercita acest drept, contactaţi-ne la adresa de mai jos şi ne vom ocupa de cerere. Acest lucru este separat de dreptul dumneavoastră de a obiecta la adăugarea pilotului utilizator ca subprocesor, care este acoperit de procedura oficială de notificare a subprocesorului și de perioada de opoziție aferentă. Pe cine putem contacta cu alte întrebări? Pentru întrebări generale sau observații cu privire la această modificare, vă rugăm să contactați TOPDESK Support: [email protected] sau https://my.topdesk.com. Pentru întrebări specifice despre confidențialitate sau protecția datelor, puteți contacta echipa noastră de confidențialitate direct la [email protected].

Traducere automată din actualizarea oficială a incidentului.

1. 14 iulie 2026 la 08:18 UTCinvestigating

   Suntem în prezent se confruntă cu întreruperi cu login la portalul meu TOPdesk. Suntem conştienţi de problemă şi lucrăm la o soluţie. Scuzele noastre pentru deranj. La momentul scrierii acestuia nu vă putem da o estimare a momentului în care mediul dumneavoastră va fi disponibil. Următoarea actualizare va fi pusă la dispoziţie pentru evenimente până la rezolvarea problemei. Actualizările de e-mail vor fi trimise imediat după rezolvarea problemei. Vă puteți abona pe pagina de stare (https://status.topdesk.com) pentru actualizări suplimentare. Pentru a informa TOPdesk că sunteți afectat de această problemă, vă rugăm să vizitați https://my.topdesk.com/tas/public/sp/ . Vă rugăm să consultați incidentul TDR26 07 3573.

2. 14 iulie 2026 la 10:03 UTCinvestigating

   Am dori să vă punem la curent cu progresul anchetei. În acest moment inginerii noştri încă investighează problema şi nu au reuşit încă să rezolve problema. Vă vom trimite o altă actualizare în termen de 3 ore sau mai devreme, în cazul în care știri despre soluția poate fi împărtășită.

3. 14 iulie 2026 la 11:29 UTCinvestigating

   Continuăm să investigăm această problemă.

4. 14 iulie 2026 la 12:07 UTCmonitoring

   Suntem încântaţi să vă informăm că am rezolvat problemele şi ar trebui să vă puteţi conecta din nou la MyTOPdesk. Vom monitoriza îndeaproape situația în această după-amiază pentru a ne asigura că serviciul rămâne stabil. Dacă rămâne stabil, vom închide maiorul la ora 17.00 CET.

5. 14 iulie 2026 la 15:25 UTCresolved

   După monitorizare am concluzionat că soluţia este stabilă şi, prin urmare, vom închide acest incident major. Ne cerem sincer scuze pentru deranjul cauzat şi vă mulţumim pentru răbdare şi înţelegere.

Traducere automată din actualizarea oficială a incidentului.

1. 2 iulie 2026 la 09:03 UTCinvestigating

   În prezent, ne confruntăm cu perturbări care afectează clienții găzduiți în UE1, ceea ce duce la probleme de performanță. Ca urmare, mediul dumneavoastră TOPdesk poate fi lent sau temporar indisponibil. Suntem conştienţi de problemă şi lucrăm la o soluţie. Scuzele noastre pentru deranj. În momentul scrierii, nu suntem în măsură să oferim o estimare pentru momentul în care serviciul normal va fi restabilit. Scopul nostru este de a actualiza această pagină de stare la fiecare 30 de minute până la rezolvarea problemei. Actualizările de e-mail vor fi trimise atunci când problema a fost rezolvată. Vă puteți abona pe pagina de stare (https://status.topdesk.com) pentru actualizări suplimentare. Pentru a informa TOPdesk sunteți afectat de această problemă, vă rugăm să vizitați TOPdesk mea.

2. 2 iulie 2026 la 11:42 UTCmonitoring

   Am identificat problema și am luat măsuri pentru atenuarea cauzei. UE1co3 a revenit la starea operațională deplină fără probleme de performanță Vom continua să monitorizăm îndeaproape situația pentru a ne asigura că serviciul rămâne stabil.

3. 2 iulie 2026 la 18:57 UTCresolved

   În acest moment, UE1co3 a revenit la starea operațională deplină fără nicio problemă de performanță, vom închide această problemă majoră.

Traducere automată din actualizarea oficială a incidentului.

1. 25 iunie 2026 la 15:31 UTCinvestigating

   În prezent, avem probleme cu privire la centrul nostru de date CA1. Ca urmare, este posibil ca mediul dumneavoastră TOPdesk să nu fie disponibil. Suntem conştienţi de problemă şi lucrăm la o soluţie. Scuzele noastre pentru deranj. La momentul scrierii acestuia nu vă putem da o estimare a momentului în care mediul dumneavoastră va fi disponibil. Următoarea actualizare va fi pusă la dispoziţie pentru evenimente până la rezolvarea problemei. Actualizările de e-mail vor fi trimise imediat după rezolvarea problemei. Vă puteți abona pe pagina de stare (https://status.topdesk.com) pentru actualizări suplimentare. Pentru a informa TOPdesk că sunteți afectat de această problemă, vă rugăm să vizitați https://my.topdesk.com/tas/public/sp/ . Vă rugăm să consultați incidentul TDR26 06 8482.

2. 25 iunie 2026 la 16:03 UTCresolved

   Problema a fost rezolvată și toate cazurile ar trebui să fie accesibile din nou. Vom publica un RCA de îndată ce această chestiune va fi evaluată pe plan intern. Scuzele noastre pentru neplăceri.

3. 26 iunie 2026 la 15:46 UTCpostmortem

   Ca parte a îmbunătățirilor planificate ale infrastructurii pentru mediul nostru din Canada, o schimbare de configurație amânată anterior a fost aplicată involuntar în timpul unei actualizări de serviciu de rutină. Deoarece această schimbare depindea de infrastructura care nu fusese încă implementată în mediul canadian, traficul cu clienții nu putea fi rutat corect, ceea ce ducea la întreruperi ale serviciilor. Odată ce problema a fost identificată, schimbarea configurației a fost imediat răsturnată, restaurând serviciul normal. De asemenea, ne-am actualizat procesul de implementare pentru a preveni aplicarea neintenţionată a schimbărilor de configurare amânate în viitor.

Traducere automată din actualizarea oficială a incidentului.

1. 19 iunie 2026 la 06:11 UTCinvestigating

   În prezent, ne confruntăm cu perturbări în unul dintre serviciile noastre. Prin urmare, ar putea să nu fie posibilă logarea în mediul dumneavoastră TOPdesk. Suntem conştienţi de problemă şi lucrăm la o soluţie. Scuzele noastre pentru deranj. La momentul scrierii acestuia nu vă putem da o estimare a momentului în care mediul dumneavoastră va fi disponibil. Următoarea actualizare va fi pusă la dispoziţie pentru evenimente până la rezolvarea problemei. Actualizările de e-mail vor fi trimise imediat după rezolvarea problemei. Vă puteți abona pe pagina de stare (https://status.topdesk.com) pentru actualizări suplimentare. Autentificare nu funcționează în prezent Pentru a informa TOPdesk că sunteți afectat de această problemă, vă rugăm să vizitați https://my.topdesk.com/tas/public/sp/ . Vă rugăm să consultați incidentul TDR26 06 6038.

2. 19 iunie 2026 la 07:14 UTCinvestigating

   În prezent investigăm cauza acestei probleme. Vom furniza o actualizare de îndată ce mai multe informații devin disponibile, și nu mai târziu de 3 ore de acum.

3. 19 iunie 2026 la 07:48 UTCmonitoring

   Am identificat problema şi am implementat o soluţie. Ar trebui să vă puteți conecta acum la mediul dumneavoastră TOPdesk așa cum era de așteptat. Dacă vă confruntați încă probleme de conectare, vă rugăm să contactați echipa noastră de sprijin și să ne anunțați. Vom continua să monitorizăm îndeaproape situația pentru a ne asigura că serviciul rămâne stabil.

4. 22 iunie 2026 la 07:37 UTCresolved

   Dragă Client, În week-end nu au fost observate alte probleme și toate serviciile au funcționat în mod normal. Noi îl închidem pe maior. Cauza rădăcină a acestei perturbări a fost identificată și o analiză Root Cause va fi postat de îndată ce acest lucru devine disponibil. Ne cerem sincer scuze pentru orice neplăceri cauzate de această problemă şi apreciem răbdarea voastră în timp ce am lucrat pentru a rezolva problema. Bună treabă. Echipa TOPDESK

5. 24 iunie 2026 la 13:43 UTCpostmortem

   **Root Cause Analysis:** În timpul unei migrații planificate de rutare a serviciilor, a fost omisă o actualizare a configurației necesare pentru un serviciu. Ca urmare, traficul pentru acest serviciu a fost direcţionat incorect. Deoarece alte servicii au rămas neafectate și configurația globală a părut valabilă, monitorizarea existentă nu a detectat problema. Cauza rădăcină a fost eroarea umană în timpul procesului de actualizare a configurației. ** Măsuri preventive:** Pentru a reduce riscul unor probleme similare, vom aplica în mod constant principiul celor patru ochi la toate modificările configurației și vom introduce o etapă obligatorie de verificare ulterioară punerii în aplicare pentru a ne asigura că toate actualizările preconizate au fost aplicate corect înainte ca o modificare să fie considerată completă.

Traducere automată din actualizarea oficială a incidentului.

1. 10 iunie 2026 la 10:15 UTCinvestigating

   We are currently experiencing connectivity issues affecting our Delft office. As a result, myTOPdesk.com and our Support telephone line are currently unavailable. We are investigating the issue and working to restore these services as quickly as possible. We apologize for the inconvenience and will provide updates as more information becomes available.

2. 10 iunie 2026 la 11:18 UTCresolved

   The issue has been resolved, and all affected services are operating normally again. Thank you for your patience and understanding. If you have any questions, our Support team is happy to help.

1. 10 iunie 2026 la 07:38 UTCinvestigating

   We are currently experiencing disruptions with saving incident cards. It may occur that Incident cards that contain an empty action field 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 empty action fields, or check the logs for the following error: 'plainText is marked non-null but is null' Development has created a fix that will be introduced in version 16.06.007. A work around is also available for this bug. Work around: ⒈Locate the empty action field ⒉Delete it ⒊If deletion is not yet possible, fill the empty field and then delete or save the card. Our apologies for the inconvenience To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 06 1656.

2. 10 iunie 2026 la 13:57 UTCinvestigating

   Dear customer, The issue where some incidents with empty action fields cannot be saved has been fixed. The fix will be available in version 16.06.007 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.

3. 11 iunie 2026 la 10:42 UTCinvestigating

   Dear customer, The issue where some incidents with empty action fields cannot be saved has been fixed. The fix will be available in version 16.06.007 A work around is available for this bug. Work around: ⒈Locate the empty action fields of the progress trail. ⒉Fill the field with a dummy value ⒊Submit the correcte action field ⒋Delete the corrected action field ⒌Repeat if more action fields are affected ⒍Save the card The fix will be available in version 16.06.007 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 start of week 25.

4. 19 iunie 2026 la 08:19 UTCresolved

   Dear customer, The issue where some incidents with empty action fields cannot be saved has been fixed. The fixed version is 16.06.007 and has been released to all customer environments. This issue will be thoroughly evaluated to prevent these issues in the future. Our apologies for the inconvenience and thank you for you patience.

1. 9 iunie 2026 la 15:06 UTCinvestigating

   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.

2. 10 iunie 2026 la 09:16 UTCinvestigating

   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

3. 10 iunie 2026 la 13:59 UTCinvestigating

   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.

4. 11 iunie 2026 la 12:38 UTCinvestigating

   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.

5. 23 iunie 2026 la 13:26 UTCresolved

   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

1. 8 iunie 2026 la 08:11 UTCinvestigating

   We are currently experiencing disruptions with access to my.topdesk.com Over the weekend (June 6th to 7th), we scheduled maintenance to update our AD FS and MiM systems. During this process, we encountered several issues that we have not yet resolved. We are actively working to restore access to My TOPdesk as swiftly as possible. Currently, login to My TOPdesk is temporarily unavailable If you would like to register an incident with support, please send an email to [email protected] Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when My TOPdesk 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.

2. 9 iunie 2026 la 13:23 UTCresolved

   The access to my.topdesk has been restored. The issues caused by the maintenance on the 6th-7th of June have been resolved. The cause will be evaluated to prevent similar issues in the future. We apologize again for any inconvenience and thank you for your patience.

1. 6 iunie 2026 la 18:26 UTCinvestigating

   TOPdesk environment unreachable for hosting location in Canada

2. 6 iunie 2026 la 18:28 UTCinvestigating

   We are currently investigation the cause of this outage. We will keep you updates every 30 minutes

3. 6 iunie 2026 la 19:51 UTCinvestigating

   We are continuing to investigate this issue.

4. 6 iunie 2026 la 20:04 UTCinvestigating

   We have identified an issue in the load balancer for the services cluster. We are working on resolving this issue.

5. 6 iunie 2026 la 20:19 UTCinvestigating

   All environments are accessible again. Root cause analysis will be published within a week.

6. 6 iunie 2026 la 20:23 UTCmonitoring

   A fix has been implemented and we are monitoring the results.

7. 6 iunie 2026 la 20:23 UTCresolved

   This incident has been resolved.

8. 12 iunie 2026 la 09:28 UTCpostmortem

   The Azure-managed load balancer unexpectedly removed two port rules due to an azure internal issue in the integration between Kubernetes and Azure’s load balancer management. This resulted in a temporary loss of connectivity for our services. Adding the rules by hand resolved the issue. We are currently investigating how to prevent similar future outages.

1. 3 iunie 2026 la 06:53 UTCinvestigating

   We are currently experiencing disruptions with the Adobe PDF plugin version 26.5.2.0  Customers experience issues login in as an Operator. The page will infinitely buffer. Turning off the browser plugin/extension and restarting your browser will resolve the issue for now. We will investigate further and will update you on the fix. Our apologies for the inconvenience.  Please find the latest updates on our 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 06 895.

2. 3 iunie 2026 la 11:42 UTCinvestigating

   Update: a workaround has been implemented, and the fix will be rolled out with the next release. The next version will usually be release within the next week.

3. 5 iunie 2026 la 07:54 UTCinvestigating

   The issue where Operators where unable to use TOPdesk who had the Adobe Extension active in Chrome, is tested and ready. Our fix will be introduced in TOPdesk version 16.06.004. When your TOPdesk has reached this version, you can turn the Extension on again in the Chrome Extension. Our apologies for the inconvenience.

4. 10 iunie 2026 la 14:01 UTCinvestigating

   Dear customers, As announced last week, the fix for the Adobe Plugin issue was announced. Due to the way the TOPdesk release cycle works, it will take some time before you'll notice the fix in your TOPdesk. Hopefully most/all update groups will have the correct version on Friday. We will try to keep you updated where possible.

5. 17 iunie 2026 la 07:56 UTCresolved

   Dear Customers, As communicated last week, a fix for the Adobe Plugin 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 16.06.004 has now been deployed to all TOPdesk environments. This update resolves the issue that prevented operators from logging in when the Adobe Plugin was enabled. You may now safely re-enable the Adobe Plugin. 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

1. 1 iunie 2026 la 07:15 UTCinvestigating

   We are currently experiencing a disruption to the import service on EU1. 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 06 039.

2. 1 iunie 2026 la 11:12 UTCmonitoring

   We have restarted the import service and are seeing improvements in the performance. Imports can now executed again. We will continue to monitor the situation.

3. 1 iunie 2026 la 12:12 UTCresolved

   We have continued to monitor the import services following the reported issues and have not observed any further occurrences. Everything is operating as expected. As no additional problems have been identified, we will proceed with closing this major.

1. 22 aprilie 2026 la 09:55 UTCinvestigating

   We are currently experiencing disruptions with our SSP. After clicking on a form in the SSP, the page appears white. Hitting ctrl+F5 (or Cmd + Shift + R for Mac) seems to help as a workaround. 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 04 5630.

2. 22 aprilie 2026 la 12:45 UTCmonitoring

   Because the problem occurred after the last update, we decided to rollback the update again. Following this rollback, multiple customers have confirmed that the issue has been resolved. Based on this feedback, we are putting this major into monitoring time. If the problem does not recur, we will close the major at around 7 o'clock. At this time, the exact root cause has not yet been fully identified. Our team will continue to investigate to determine the underlying issue and prevent recurrence. Should you experience any further problems, please do not hesitate to contact us. A RCA will be published once ready

3. 23 aprilie 2026 la 06:29 UTCresolved

   As no further issues arose during the monitoring period, we are hereby closing the major and all linked incidents. At this time, the exact root cause has not yet been fully identified. Our team will continue to investigate to determine the underlying issue and prevent recurrence. Should you experience any further problems, please do not hesitate to contact us. A RCA will be published once ready.

1. 16 martie 2026 la 14:08 UTCinvestigating

   We are currently experiencing disruptions with logging in to My TOPdesk. 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 03 4191.

2. 16 martie 2026 la 14:24 UTCmonitoring

   The issue has been identified and resolved. You can now log in to MyTOPdesk again. We are keeping a close eye on the situation. We apologise for the inconvenience.

3. 16 martie 2026 la 18:09 UTCresolved

   The issue has been identified and resolved. You can now log in to MyTOPdesk again. We are keeping a close eye on the situation. We apologise for the inconvenience.

1. 20 ianuarie 2026 la 09:58 UTCinvestigating

   We are currently experiencing disruptions with one of our services. As a result, some or all of the knowledge items in the operator section won't display your written content but .json code. The SSP view seems to be not affected. Only early update groups are impacted. We are aware of the problem and are working on a solution. As a workaround, switching temporarily to the old knowledge base shows the content again. Please stay away from editing and saving knowledge items until the issue is resolved. 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 01 5257.

2. 20 ianuarie 2026 la 11:28 UTCinvestigating

   We are still experiencing disruptions with one of our services. As a result, some or all of the knowledge items in the operator section won't display your written content but .json code. The SSP view seems to be not affected. Only early update groups are impacted. We will applied fixes to test environments of the early update groups and the applied fixes showed the desired result. To apply these fixes in your production environment, a restart is needed. The restarts will happen after 13:00 CET today. The estimated downtime for each environment is about 5 minutes. As a result of this fix the new knowledge base will be deactivated temporarily and can't be turned on until the underlying issue is resolved. We are also working on a permanent solution for this issue.  Please stay away from editing and saving knowledge items until the issue is resolved. Our apologies for the inconvenience. The current status can be found on our TOPdesk Status Page: https://status.topdesk.com

3. 20 ianuarie 2026 la 16:16 UTCresolved

   The major incident has been resolved. For the early update groups, both test and production environments, fixes have been applied and the knowledge base functionality has been restored. That being said, the underlying issue will be resolved in an upcoming TOPdesk version update in the near future. To guarantee stability, the fix won't be applied today; the knowledge base can be used, as you are used to, from now on again. If a rich-text field of a knowledge item was edited edited during the lifetime of this major, from the impacted usergroup, the edited content can't be recovered, even if the final fix is applied. Thank you for your patience.

1. 16 ianuarie 2026 la 11:41 UTCinvestigating

   We are currently experiencing multiple issues related to new rich text functionalities in the Knowledge Management module, specifically when images are included in knowledge items or news items. We are aware of the problem and are working on a solution. Our apologies for the inconvenience. 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 01 4577.

2. 16 ianuarie 2026 la 12:55 UTCinvestigating

   Research by our developers is still ongoing. A recent change in our code seems to be the likely cause. We will provide you with further information as soon as we have it.

3. 16 ianuarie 2026 la 13:59 UTCinvestigating

   Our developers are still researching the issue. We will provide you with further information as soon as we have it.

4. 16 ianuarie 2026 la 15:25 UTCresolved

   Our development department was able to create a solution for the problem. We have implemented this solution in all environments and have already received positive feedback. However, in order for the solution to work, all images in the affected knowledge articles must be re-uploaded. We apologise for any inconvenience caused.

1. 24 decembrie 2025 la 09:00 UTCinvestigating

   We are currently experiencing disruptions at our EU1 hosting location, on specific containers. Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. 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 current status can be found on our 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 TDR25 12 8094.

2. 24 decembrie 2025 la 09:34 UTCinvestigating

   We are currently experiencing disruptions at our EU1 hosting location. The disruptions affecting only specific containers and currently have two different outcomes •Sloweness •Not beeing able to download attachements Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. 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 working properly again. The current status can be found on our TOPdesk Status Page: https://status.topdesk.com

3. 24 decembrie 2025 la 10:38 UTCinvestigating

   We are currently experiencing disruptions at our EU1 hosting location. The disruptions affecting only specific containers and currently have the following outcomes •Sloweness •Not beeing able to download attachements •E-Mail Import fails Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. 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 working properly again. The current status can be found on our TOPdesk Status Page: https://status.topdesk.com

4. 24 decembrie 2025 la 11:00 UTCinvestigating

   A fix has been implemented to affected containers; we will monitor the applied changes. It can take up to 15 minutes until the fix is propagated to all affected environments. Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. Our apologies for the inconvenience. The current status can be found on our TOPdesk Status Page: https://status.topdesk.com

5. 24 decembrie 2025 la 12:34 UTCinvestigating

   The major has been resolved. The applied fixes to specific containers in our EU1-datacenter resolved the following issues: •Slowness •Not being able to upload/download attachments •E-Mail import fails due to file server issues •Registering incidents by the SSP with attachements  Please check all your mail import folders and mail import connectors. It is likely that emails have been moved to your unsuccessful folder. Please move them to your inbox again, mark them as unread, and let the import run again. Thanks for your patience, and happy holidays.

6. 24 decembrie 2025 la 12:34 UTCresolved

   The major has been resolved. The applied fixes to specific containers in our EU1-datacenter resolved the following issues: •Slowness •Not being able to upload/download attachments •E-Mail import fails due to file server issues •Registering incidents by the SSP with attachements  Please check all your mail import folders and mail import connectors. It is likely that emails have been moved to your unsuccessful folder. Please move them to your inbox again, mark them as unread, and let the import run again. Thanks for your patience, and happy holidays.

1. 19 decembrie 2025 la 12:26 UTCinvestigating

   We are currently experiencing disruptions across multiple hosting locations. As a result, your TOPdesk environment may experience degraded performance or temporary unavailability. We are investigating the issue, which may be related to a disruption at an external service provider. For reference, Cloudflare’s service status can be found here: https://www.cloudflarestatus.com/ Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. 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. We aim to update this status page every 30 minutes until the issue has been resolved. E-mail updates will be sent 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 My TOPdesk .

2. 19 decembrie 2025 la 12:42 UTCmonitoring

   Cloudflare has implemented a fix for the network performance issues and is monitoring the results. We are also monitoring the situation across our own TOPdesk environments and will provide further updates as they become available.

3. 19 decembrie 2025 la 14:28 UTCresolved

   Cloudflare has closed their incident after confirming that network performance has been restored. We have not observed further impact on TOPdesk environments and have also received positive feedback from customers confirming service stability.

1. 5 decembrie 2025 la 09:09 UTCinvestigating

   We are currently experiencing disruptions with Cloudflare 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 TDR25 12 2484.

2. 5 decembrie 2025 la 09:16 UTCmonitoring

   Cloudflare has introduced a fix. Environments should be back online  We will keep monitoring and wait for further messaging. Our apologies for the inconvenience.

3. 5 decembrie 2025 la 09:43 UTCresolved

   Cloudflare has resolved the issue on their status page. We have received feedback that TOPdesk is working as expected. This Major incident will be closed since the issue is resolved. We'd like to apologies once more for the inconvenience and will communicate an RCA once it is received

4. 19 decembrie 2025 la 14:59 UTCpostmortem

   A change made to how Cloudflare's Web Application Firewall parses incoming requests caused Cloudflare's network to be unavailable for several minutes this morning. This change was deployed by Cloudflare's team to help mitigate the industry-wide vulnerability disclosed this week in React Server Components. CloudFlare has issued a detailed statement on this matter here: [https://blog.cloudflare.com/5-december-2025-outage/](https://blog.cloudflare.com/5-december-2025-outage/)

1. 20 noiembrie 2025 la 10:14 UTCinvestigating

   We are currently experiencing disruptions regarding the Asset module and automated actions Automated actions for Asset management are failing. Fields related to ${(_linkAdded["assignment_persons"] and ${(_linkRemoved["assignment_persons"] are affected and no longer give a value. The error message can differ depending on what is being done in the step. Examples are:  {"errors":{"personTopDeskId":["The personTopDeskId field is required."]} {"errors":[{"errorCode":"parse_error","appliesTo":["id"],"errorMessage":"uuid has invalid length"}]} We are aware of the problem and are working on a solution. To help us troubleshoot this issue, please add the following information to your ticket when you are affected by this disruption: - The date and time of the last reproduction of this issue - The username of the user that reproduced this issue - A description of what the user was doing in TOPdesk - Browser activity and network traffic logs in a .HAR file, see KI 11015 on how to gather this information. Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. 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 TDR25 11 5294.

2. 20 noiembrie 2025 la 10:19 UTCinvestigating

   Dear Customers, We are investigating an issue affecting automated actions in the asset module. Fields related to 'assigned_persons' are affected and no longer return values, potentially breaking action sequences. This could cause issues assigning assets to persons, unassigning assets to persons or retrieving information about assets assigned to a person, using the API. We have been able to reproduce the steps for this behavior and are working actively to mitigate the issue. Please visit my.topdesk and indicate if you are affected in any way. Our apologies for the inconvenience. Please follow www.status.topdesk.com

3. 20 noiembrie 2025 la 12:08 UTCresolved

   Dear Customers, Our development team has rolled out a fix, resolving the issue affecting automated actions in the asset module. The solution does have an instant effect in your environments, and no further steps are needed to have this solved. Our apologies for the inconvenience. A Root Cause Analysis (RCA) will be posted on the TOPdesk status page once available.