On August 11, 2022 from 20:20 to 22:46 UTC, Support Agents on accounts which were at their max seat limit were unable to login to Support via SSO, seeing error related to seat count.
23:08 UTC | 16:08 PT
We have confirmed that the recent rollback resolved the issue affecting some Support customers’ ability to log in. We will publish a retrospective on this event as soon as it is completed.
22:32 UTC | 15:32 PT
Our engineers are continuing to investigate the Support login issues currently impacting support agents. We will provide another update in 30 minutes or as soon we have more information.
22:15 UTC | 15:15 PT
We are investigating reports of Support login issues and a resulting seat count error. We will provide another update in 15 minutes or when we have more information.
Root Cause Analysis
During a code upgrade, a code defect was introduced which caused Support logins for accounts with the max seat limit to not be able to login.
Once the issue was identified, the offending code was rolled back and SSO logins were restored.
- Rollback change
- Implement a specific unit test for the max agent seat count login
- Investigate additional monitoring for SSO failure anomaly detection
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us via ZBot Messaging within the Widget.
Post-Mortem published August 17, 2022
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