Issues with Knowledge Base Form Submissions

Incident Report for Kustomer

Postmortem

Summary

On March 11th at 12:10 PST we began receiving reports that our Knowledge Base form submissions were no longer functioning. During the investigations we found that the form submission was redirecting to the incorrect domain, causing a CORRs error.

This was fixed at 13:48 PST and forms returned to normal submission.

Impact/Alerts

Knowledge Base form submissions

Root Cause

During the investigation it was found that an update had caused forms to be submitted to an incorrect domain, causing a CORRs error.

Resolution

At around 13:48 PST a fix was implemented to remove the CORRs error.

Lessons/Improvements

Kustomer will take even more steps to ensure system updates do not affect core functionality.

Posted May 27, 2021 - 19:59 EDT

Resolved

The issues with form submissions have been resolved. If you have additional questions, please reach out to our Support team here: https://help.kustomer.com/contact/contact-support-SJZEMiXRD

Posted Mar 11, 2021 - 16:53 EST

Investigating

Kustomer is currently experiencing issues with Knowledge Base form submissions. We have identified the cause and are working to resolve the issue as quickly as possible. During this time you may experience issues with receiving form requests.

Please reach out to our Support team with any additional questions. You can reach us by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.

Posted Mar 11, 2021 - 15:54 EST

This incident affected: Prod1 (US) (Web/Email/Form Hooks) and Prod2 (EU) (Web/Email/Form Hooks).