Service Incident - January 25, 2023 - Support | All Pods - Jira Integration not working

SUMMARY

On January 25, 2023 from 14:00 UTC to 16:18 UTC, customers across all Pods experienced the error message “The configuration linking Jira with Zendesk Support could not be found” when trying to use their Jira Integration in Zendesk Support.

Timeline

14:52 UTC | 06:52 PT

We are currently investigating reports of customers experiencing errors with the Jira Integration in Zendesk Support on all Pods. Investigation is underway and we will provide more information once we learn more.

15:26 UTC | 07:26 PT

We continue to work towards a resolution for errors with the Jira integration across all Pods. We will continue to provide updates as more information becomes available. Thank you for your patience and cooperation.

16:58 UTC | 08:58 PT

We are happy to report that the issues affecting the JIRA integration have been resolved. Thank you for your patience during our investigation.

POST-MORTEM

Root Cause Analysis

This incident was caused by a faulty DNS record implemented while a migration was being done for the Jira Integration. This caused the traffic for the Jira Integration not to resolve the destination correctly and due to the TTL, it took some time for this change to propagate to the affected customers. 

Resolution

To fix this issue our team implemented the correct DNS record.

Remediation Items

1. Improve TTL for Jira Integration changes and review the TTL for other products.
2. Update the documentation for DNS setup.
3. Review and improve training and procedures for the team implementing these changes.

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.