Samanage outage history

We are currently investigating an issue affecting SolarWinds Service Desk. Some users may be unable to access the application at this time. Our team is actively working to identify the cause and restore service as quickly as possible. We will share another update as soon as more information is available.

Our investigation identified the underlying issue. A corrective fix has been deployed, and the service remains under active monitoring to verify stability and confirm full resolution.

The system has been restored and is operating normally. We are continuing to monitor service performance and stability to ensure the corrective fix remains effective.

The system continues to operate normally following the fix. Monitoring remains in progress, and no additional issues have been observed at this time.

After several minutes of monitoring, the system continues to operate normally. We are marking this issue as resolved. If you require further assistance, please contact Technical Support at [email protected].

We are currently experiencing delays in displaying updated information across the platform. New and updated tickets, comments, incident changes, and field updates—such as state and title changes—may take longer than expected to appear or may temporarily display outdated information. Page load times may also be affected. Our team has identified the issue and is working to resolve it. Some delays may continue as we roll out the fix across the platform.

The fix has been deployed, and we are actively working through the remaining backlog of ticket updates. Some updates may continue to be delayed while processing is underway, but we expect delays to lessen as the backlog is cleared. We will continue monitoring the system and provide additional updates as processing progresses.

This incident has been resolved.

We are currently experiencing delays in updated information showing in the platform. New and updated tickets, comments, incident changes, and field updates, such as state and title, and other functions, are at times slow to update and or show outdated information. We are also seeing page load times being impacted. The team has identified the issue and is working on a resolution. You may experience some delays as we roll out the fix across the platform.

The fix has been deployed, and we are actively processing the remaining backlog of ticket updates. While processing is underway, some ticket updates may continue to experience delays. We expect these delays to resolve as the backlog is cleared. We will continue to monitor the system and provide further updates as processing progresses.

We are seeing improvements following the deployment of the fix; we are actively monitoring the system to ensure performance remains stable and that all delayed updates are fully processed.

This incident has been resolved.

We are currently investigating an issue affecting SolarWinds Service Desk. Some users may be unable to access the application at this time. Our team is actively working to identify the cause and restore service as quickly as possible. We will share another update as soon as more information is available.

We are continuing to investigate this issue.

The application is accessible again, and service has been restored. Our team is continuing to monitor the application closely to ensure stability. We will provide another update if any further issues are identified.

Our team is continuing to monitor the application closely to ensure stability. Further updates will be shared as soon as they are available.

After an extended period of monitoring, SolarWinds Service Desk is now operating normally. At this time, we consider the incident resolved. Root cause analysis (RCA) will be shared in the coming days once the investigation is complete. Should you require any additional assistance or experience any further issues, please contact us at [email protected].

We are currently investigating an issue affecting SolarWinds Service Desk, where incidents created via email are being submitted successfully, and confirmation messages are being sent, but the newly created incidents may not appear on the Incident Index page. Our team is actively working to identify the root cause and restore normal visibility as quickly as possible. We will provide another update as soon as more information becomes available.

We are continuing to investigate an issue in SolarWinds Service Desk where new incidents may not appear on the Incident Index page, despite being submitted successfully and generating confirmation messages. Our team is working to identify the cause and restore normal visibility. We will share another update as soon as more information is available.

We have identified the root cause of the issue affecting SolarWinds Service Desk, where new incidents may not appear on the Incident Index page despite being submitted successfully. We will share another update as soon as more information becomes available.

A fix has been deployed to remediate the issue affecting SolarWinds Service Desk, where new incidents may not appear on the Incident Index page despite being created successfully. We are continuing to monitor the service closely to ensure normal visibility is fully restored.

After an extended period of monitoring, SolarWinds Service Desk is now operating normally. At this time, we consider the incident resolved. Should you require any additional assistance or experience any further issues, please contact us at [email protected].

We are currently investigating an issue affecting SolarWinds Service Desk where incidents created via email are successfully submitted and confirmation messages are sent, but the newly created incidents may not appear in the Incident Index page. Our team is actively working to identify the cause and restore normal visibility as quickly as possible. We will share another update as soon as more information becomes available.

We've identified the cause of the reported issue and are working on a fix as quickly as possible. Thank you for your patience.

We have completed the fix for this issue and services are returning to normal. Incidents submitted through email should now appear properly in the Incident Index page as expected. Our team will continue to closely monitor the environment to ensure stability and confirm that the issue has been fully resolved. We appreciate your patience while we worked to address this issue.

We are continuing to monitor the behavior closely while our team works to confirm consistent visibility in the incident list. We will share another update as soon as more information becomes available.

We are seeing improvements in the application's overall performance. Our team continues to closely monitor the environment to ensure stability and confirm that no further issues arise. We will share additional updates as needed.

After an extended period of monitoring, the issue has not resurfaced, and we have not received any additional reports of impact. Service is operating normally, and we are considering this incident resolved. If you continue to experience any issues or need further assistance, please contact us via email at [email protected], and our team will be happy to help.

We are currently investigating an issue where incidents created through email may not appear immediately in the incident list in SolarWinds Service Desk UI. During our review, we confirmed that incident creation notifications are being sent successfully, and the affected incidents can be accessed through their direct links. However, there may be a delay before those incidents become visible in the incident list within the UI. Our team is actively investigating this behavior and working to determine the cause. We will share another update as soon as more information becomes available.

We are currently monitoring this issue. Our investigation confirmed that incident creation is occurring successfully and notification emails are being sent as expected. However, some incidents created through email may not appear immediately in the incident list within the UI, even though they remain accessible through the direct link included in the notification email. We are continuing to monitor the behavior closely while our team works to confirm consistent visibility in the incident list. We will share another update as soon as more information becomes available.

Our monitoring indicates that the issue impacting incident visibility has been resolved. We have continued to closely monitor the service and have not observed any further occurrences of the problem. At this time, we consider the incident resolved. Should you require any additional assistance or experience any further issues, please contact us at [email protected].

We are currently investigating reports of slow performance issues in SolarWinds Service Desk. Our team is working to resolve this as quickly as possible.

We have identified the cause of the reported issue and are actively working to implement a fix as quickly as possible. Thank you for your patience and understanding while we work toward a resolution.

We are seeing improved performance on our end and are continuing to monitor the situation closely. We are also working to confirm whether customers are experiencing similar improvements as we continue our efforts to ensure full service stability. We appreciate your patience and understanding during this time. We will provide another update as soon as additional information becomes available.

We have continued to monitor the service and have not observed any further issues. In addition, we have not received any new reports of slow performance. Based on our monitoring and the current system status, this incident is considered resolved. Should you require any further assistance or experience any additional issues, please do not hesitate to contact us at [email protected]. Thank you for your patience and cooperation throughout this process.

We are aware of an issue that caused the application to be unavailable for a few minutes. Our team is currently investigating the cause and monitoring the service to ensure it remains stable. Further updates will be posted here as more information becomes available.

The services are currently operating normally, and our engineering team is closely monitoring system performance to ensure continued stability. We will provide additional updates here if we observe any further impact or if additional action is required.

Following an extended monitoring period, the issue has not reappeared, and no further impact has been reported. Services are operating normally, and we consider this incident resolved. If you experience any additional issues or need assistance, please contact us at [email protected], and our team will be glad to help.

We are aware of an issue that caused the application to be unavailable for approximately two minutes. Our team is currently investigating the cause and monitoring the service to ensure it remains stable. Further updates will be posted here as more information becomes available.

We are continuing to investigate this issue.

The services are currently operating normally, and our engineering team is closely monitoring system performance to ensure continued stability. We will provide additional updates here if we observe any further impact or if additional action is required.

After an extended period of monitoring, the issue has not resurfaced and we have not received any additional reports of impact. Service is operating normally and we are considering this incident resolved. If you continue to experience any issues or need further assistance, please contact us via email at [email protected], and our team will be happy to help.

We are currently investigating reports of slow performance and intermittent Error 500 issues in SolarWinds Service Desk. Our team is working to resolve this as quickly as possible.

We've identified the cause of the reported issue and are working on a fix as quickly as possible. Thank you for your patience.

We have completed the fix for this issue and will continue to monitor the situation to ensure stability.

We have observed unexpected behavior following the recent fix and are currently reviewing the issue. Our team is continuing to investigate while working to ensure full stability. We appreciate your patience and will provide further updates as soon as more information becomes available.

We are actively investigating continued unexpected behavior following a recent fix. Our team is working to ensure full stability. We appreciate your patience and will share another update as soon as more information is available.

We are seeing improved results on our end and are continuing to monitor performance closely. We are also working to confirm whether customers are seeing similar improvement while we continue to ensure full stability. We appreciate your patience and will provide another update as soon as more information becomes available.

We have continued to monitor the service and have not observed any further issues. Additionally, we have not received any new reports of slow performance or Error 500 errors. At this time, the incident is considered resolved. If further assistance is needed, please contact [email protected]. Thank you for your patience throughout this process.

We have received reports of overlapping text fields in Incident/Service Request tickets and are currently investigating the issue.

We have identified the cause of the overlapping text fields and are currently working on a fix. We will provide updates as soon as progress is made. Thank you for your patience and understanding.

We are still working on fixing the issue. We will continue to monitor the situation and provide updates as they become available.

We will deploy a fix shortly. We will provide an update once it has been deployed.

We are in the process of deploying the fix. We will keep you updated as progress continues.

We have completed the deployment of the fix for this issue and will continue to monitor the situation to ensure stability.

This issue has been resolved.

We are currently experiencing performance issues in the Service Desk Application, and our team is investigating. This impacts actions such as navigating through the Incidents page and other areas of the app.

We have identified elevated load on the database layer in our US Service Desk environment. This is leading to slow page loads, delayed data population, and intermittent 504 Gateway Timeout errors for some customers. Our team is actively working on remediation to reduce database load and restore normal performance. During this time, the application may run more slowly than normal. We will provide the next update within 30 minutes or sooner as we make progress.

We are still actively working on reducing the elevated database load in our US Service Desk environment. The underlying issue has been identified, and our team is continuing remediation efforts to stabilize performance.

We are continuing to work on a fix for this issue and further reducing the elevated database load in our US Service Desk environment. Some users may still experience intermittent slowness or timeouts while we complete these changes. We will provide another update within 30 minutes or as soon as we have more information.

We have implemented a fix for the database load issue affecting our US Service Desk environment; we are restarting a set of frontend services to complete remediation. Users should now begin to see improved performance and fewer timeouts as these changes take effect. Our team will continue to closely monitor the environment and will provide another update once performance is fully stabilized.

We have resolved the database load issue affecting our US Service Desk environment and restarted the impacted frontend services. Since then, performance has remained stable under monitoring, and we are no longer observing elevated errors or timeouts. This incident is now closed. If you continue to experience slowness or errors, please contact SolarWinds Support or open a ticket so we can investigate further.

We are investigating an issue where some users are unable to fully load service (catalog) requests. Affected pages may briefly appear and then show blank or incomplete content. Our engineering team is actively investigating the cause and working to restore full functionality. We will provide updates on this page as more information becomes available. If you are impacted and need assistance, please contact SolarWinds Support through your usual channels.

We are continuing to investigate this issue.

Our investigation has determined that this issue is limited to a subset of Service Desk service requests and service catalog items and does not affect all users or all catalogs. We are continuing to investigate the underlying cause and will provide additional updates on this page as our work progresses.

We have identified the root cause of the issue. It occurs when a process workflow includes a Send Notification action that sends an email to a user or email address that does not have a valid user account within the affected Service Desk instance. Our engineering team is actively working on a fix. Additional updates will be provided on this page as progress continues.

We are actively working on a fix for this issue. As a reminder, the cause occurs when a process workflow includes a Send Notification action that sends an email to a user or email address that does not have a valid user account in the affected Service Desk instance. As a temporary workaround, service desk administrators can update the affected workflows so that Send Notification actions are configured to send emails to a named user with a valid Service Desk account instead of an email address that is not associated with a user. We will provide further updates on this page as our work progresses.

Our engineering team has prepared a fix for this issue, and the deployment process has started. During the deployment window, some users may experience brief slowdowns or intermittent delays; we expect any impact to be minimal and temporary. We will provide a further update on this page once the deployment has finished.

Our Engineering team has successfully applied a fix and is applying it retroactively to resolve the issue for all affected users. Any interruptions during this process should be minimal. We will provide another update in the next hour.

Our Engineering team is continuously working on applying a fix to the data for all affected users. Further updates will be provided in the next hour.

Our Engineering team is actively deploying a remediation to address issues resulting in page load failures, blank pages, or incomplete content. Further updates will be provided as progress continues.

Our team is in the final stages of deploying the fix. We expect completion shortly and will share an update immediately.

The fix deployment is now complete, and our team is closely monitoring the results to ensure stability.

We are marking this issue as resolved, as we have confirmed that all new service requests work correctly and previously submitted requests work as intended. If the issue resurfaces or if you require any further assistance, please don’t hesitate to contact us at [email protected].

We are currently investigating an issue affecting Service Requests for customers in the US and AU regions. Initial findings indicate that when the approval process is configured to use the Incident Assignee as the approver, the workflow may terminate unexpectedly with the following error: “The task [Task Name] has been automatically declined per predefined approval conditions because the approval step contains unknown approvers.” Our engineering teams are actively working to identify the root cause and determine a resolution. If you have questions, are experiencing related issues, or would like to provide additional details, please contact us via chat or email at [email protected]. We will continue to provide updates as more information becomes available.

Our team is actively investigating the issue, which may be related to a recent deployment. We are working to identify the root cause and resolve it, and we will provide updates as more information becomes available. Thank you for your patience.

Our team is continuing to investigate the issue and is focused on identifying the root cause and resolving it as quickly as possible. We will provide updates as new details become available. Thank you for your patience.

We have identified the root cause of the issue affecting Service Request approval workflows for customers in the US and AU regions. We are currently testing a fix. Once testing is complete, we will proceed with deployment and share further updates.

The fix we had in place did not resolve the issue as expected. Our Engineering team has identified and is currently working on a resolution. Our team is preparing for the deployment, which is expected to be completed within the next hour. If this changes, we will provide an update immediately.

This issue has been resolved.

We are currently investigating an issue affecting the Service Desk in the AU Data Center, where newly created objects, such as tickets and assets, are not appearing in the user interface as expected. Our team is actively working to identify the root cause and will provide updates as soon as more information becomes available. We appreciate your patience and understanding.

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

This incident has been resolved.

We are currently seeing performance slowness within the Service Desk Application, and our team is investigating this matter. This impacts actions such as navigating through the Incidents page and other areas of the app.

The platform performance has greatly improved, and while that is the case, we are still seeing delays, at times, when navigating between pages. The engineering team found a high load on the database, which has been cleared for a couple of hours, and are now focusing efforts on the remaining delay issues. You can expect the next update in one hour.

This issue has been resolved.

We are currently investigating an issue affecting the Service Desk in the AU Data Center. New tickets are not appearing in the UI. Our team is actively working to identify the root cause and will provide updates as soon as more information becomes available. We appreciate your patience and understanding.

This issue has been resolved.

We are aware of an issue affecting a scheduled Service Desk service catalog item in our EU data center. Our team is actively working to identify the root cause and restore normal functionality. Additional updates will be shared as they become available.

Additional resources have been allocated to help manage the queue. As a result, the backlog is now being processed efficiently, and pending items are getting cleared. Additional updates will be shared as they become available.

Scheduled service catalog item are now being processed. We are monitoring the situation closely to ensure continued stability.

This incident has been resolved.

We are currently investigating an issue affecting Service Desk in EU Data Center. Round-robin assignment and Automation Rules process are delayed, this affects automation assigning and or updating incidents. Our team is actively working to identify the root cause and will provide updates as soon as more information becomes available. We appreciate your patience and understanding.

We have identified performance degradation in the Service Desk application within EUDC. This issue is impacting multiple functionalities of the application. Our team is actively investigating the issue and working to identify the root cause. Further updates will be shared as more information becomes available.

Service Desk EU data-center degradation issue affecting the application has now been restored. System performance is now normal and the application is operating as expected. We continue to monitor performance closely to ensure ongoing stability and reliability.

This incident has been resolved.