Answers analytics unavailable in Customer Portal
Incident Report for Yext
Postmortem

Summary

From 7:30PM ET on October 14, 2021, until 10:07AM ET on October 15, 2021, data on the Search Terms and Search Clusters pages in the Customer Portal were unavailable.

Root Cause

An update to one of the application's shared JavaScript components failed to account for a scenario that was present on these two pages. The resulting JavaScript error prevented the search data from being loaded by the user's browser.

Remediation

We will implement automated tests to address this hole in test coverage.

Posted Oct 18, 2021 - 09:40 EDT

Resolved
This incident has been resolved.
Posted Oct 15, 2021 - 10:34 EDT
Monitoring
The mitigation has been rolled out. Access to the affected pages (Search Terms, Search Clusters) has been restored for all accounts. We are continuing to work on addressing the root cause.
Posted Oct 15, 2021 - 10:11 EDT
Identified
Customers accessing analytics for their Answers experiences within the Customer Portal may encounter failures when loading data. We have identified the cause and are in the process of mitigating it. API access to analytics is unaffected.
Posted Oct 15, 2021 - 10:09 EDT
This incident affected: Customer Portal Login.