11:51 UTC | 04:51 PT
We're working on troubleshooting issues with bulk ticket updates, CSV imports and ticket sharing affecting some customers.
12:14 UTC | 05:14 PT
We continue to mitigate issues with bulk updates, imports and ticket sharing. Service is recovering for some customers.
12:36 UTC | 05:36 PT
Issues affecting bulk updates, imports and ticket sharing have been resolved.
We’ve confirmed the impact of this event was that bulk updates on tickets, csv imports, and ticket sharing failed for some customers in our East Coast datacenter. The root cause was an unexpected increase in ticket sharing requests that were queued and then took an unusually long time to process. To resolve the issue, we removed the troublesome ticket sharing jobs and restarted the job queue; this allowed the remaining backlog of queued jobs to be processed more quickly. The underlying cause of the problematic ticket sharing jobs is still under investigation.
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