Description: Flexera Community Forum – Customers were unable to open support cases through Community

Timeframe: July 26th 00:10 am PDT to July 26th 02:12 PDT

Incident Summary

On the 26th of July, customers reported that they were unable to open new support cases through Flexera Community using the Open New Case page.

Technical staff were engaged to investigate the problem. During the investigation technical staff identified that the system account used to integrate Flexera community with the backend system failed to authenticate. Additional SME’s were engaged to assist and discovered that the system account password had been updated causing the integration to fail. Technical staff updated the credentials for the system account to restore the services.

After monitoring the system, technical staff confirmed the services to be functioning normally and the issue was declared resolved.

Root Cause

After a thorough investigation, it was discovered that the system account password had been updated, and this caused the Community to Support System integration to fail. The integration was restored by updating to current credentials.

Corrective Action

• Integration process documentation has been updated to ensure the Flexera Community integration with the backend Support system is updated when there is change in system account credentials.