Description: Flexera Community – Customers had issues when accessing case portal
Timeframe: September 27th 9:21 am PDT to September 27th 7:04 pm PDT
On the 27th of September, some of the customers reported that they were unable to access case portal through Flexera Community.
Technical staff were engaged to investigate the problem. During the investigation technical staff identified that the backend system integrated with Flexera Community had experienced outage for a brief period. This interrupted the data replication activity between Flexera Community and backend system which resulted in few of the customers unable to access the case portal.
Technical staff coordinated with the concerned vendor staffs to restore the services of the backend system and manually initiated the data replication process.
At 5:15 pm PDT the data replication activity was completed, and technical staff confirmed that the case portal was now accessible to all customers.
After monitoring the system, technical staff confirmed the services to be functioning normally and the issue was declared resolved at 7:04 pm PDT.
After a thorough investigation, it was discovered that the backend system integrated with Flexera Community had experienced outage for a brief period. This interrupted the data replication activity between Flexera community and backend system which resulted in few of the customers unable to access the case portal.
• Business systems staffs have engaged with the vendor staffs to subscribe to their notification systems to receive early information on possible outages.
• Process document has been updated to include steps to prevent data replications during future outages when notified.