Flexera One - IT Asset Management - EU - UI Was Inaccessible

Description: Flexera One - IT Asset Management - EU - UI Was Inaccessible

Timeframe: September 25th, 4:38 AM to September 25th, 5:36 AM PDT

Incident Summary

On September 25th, at 4:38 AM PDT, we experienced a service disruption that potentially affected customer access to the IT Asset Management UI. This incident primarily impacted customers in the EU region, while customers in other regions remained unaffected.

At 5:14 AM PDT, our technical team pinpointed the issue to an error during the deployment process. A critical problem emerged due to an unintentional configuration change, impacting a specific subset of servers within our environment.

In response to this situation, new servers were promptly introduced at 5:36 AM PDT to restore service. Subsequently, our technical team implemented system enhancements to improve the reliability and accuracy of server configurations, reducing the risk of similar incidents in the future.

Following this change, our technical team conducted additional health checks and continuous monitoring, confirming the successful resolution of the incident.

Root Cause

The root cause of this incident was an unintentional configuration change during the deployment process. This configuration error impacted a specific subset of servers within our environment, resulting in service disruption.

Remediation Actions

1. Issue Identification: Promptly identified the issue at 5:14 AM PDT as an error during the deployment process.
2. Server Introduction: Introduced new servers at 5:36 AM PDT to restore service promptly, addressing the immediate disruption.
3. Health Checks and Continuous Monitoring: Conducted additional health checks and continuous monitoring to confirm the successful resolution of the incident and maintain ongoing system stability.

Future Preventative Measures

1. System Enhancements: Implemented system enhancements to ensure the reliability and accuracy of server configurations to mitigate future risks.
2. Enhanced Change Management Procedures: Implement more robust change management procedures with an emphasis on validation steps to prevent inadvertent configuration errors during deployments.