Description: Flexera One – IT Visibility – NA – GoodData Dashboards were Inaccessible
Timeframe: November 29th, 6:55 PM to December 1st, 1:41 AM PST
Incident Summary
On December 1st, at 12:31 AM PST, technical staff received reports of an issue impacting the IT Visibility GoodData Dashboards. Customers using IT Visibility in the NA region may have received an error while trying to access the ITV GoodData Dashboards. API and ServiceNow Exports were unaffected by this issue.
Investigation revealed that on November 29th, a new feature was introduced in NAM to enable customers to directly upload and access mashup data via ITV GoodData Dashboards. To support this integration, a new role was created with support from the vendor and was later deployed to production.
Technical staff later found that some of the work was still pending on the vendor’s side, and the change was prematurely deployed to production after a miscommunication with the vendor.
On December 1st, at 1:41 AM PST, technical staff reverted the change to restore the service. In addition, health checks and monitoring also confirmed that the GoodData dashboards were accessible again.
Root Cause
• Following a scheduled change, a new feature was introduced in the environment; however, the new access role had not fully propagated to all workspaces
• There was still outstanding work on the vendor’s side and an incomplete data file was sent to Flexera for deployment
• During the authentication process, our system was unable to identify the new role successfully, resulting in an error
Corrective Action