Description: A small number of customers on EU Group 1 may have had incomplete licensing positions as a result of some inventory uploads completing with errors.
Timeframe: February 25th 2:30 AM to February 25th 12:30 PM CET
Incident Summary
On Tuesday the 25th customers reported that their inventory imports were failing. Investigations revealed that the inventory job numbers were exceeding 32 Bit numbers causing the importer to fail. While the database was able to work with 64 Bit inventory job numbers the Importer had not yet been upgraded with 64 Bit support.
Support teams added additional disk space to the database cluster and reseeded the database to bring the import job numbers back within the 32-Bit Importer job number limit, restoring services.
Root Cause
This incident was a result of a communications breakdown between several teams. While the 32-Bit application limitation was understood, relevant personal were not advised that the upgrade to the application, enabling 64-Bit integer support, was not going to be included in Release 2.1 and had been deferred to Release 2.3. As a result, additional monitoring and re-seeding of the database was thought to unnecessary.
Corrective Action
Problem Management will ensure all relevant teams are made aware of changes to Releases/Upgrades which are likely to negatively impact production applications.