Information
TITLE: Mobile Commons – Inbound Messages outage
DATE, TIME AND DURATION
START TIME: 2024/09/23 – 06:56 AM ET RESOLUTION TIME: 2024/09/23 – 09:52 AM ET DURATION: 0D 2H 56M
OVERVIEW
On Monday, 9/23/2024, Upland’s 3rd party vendor/aggregator experienced an outage that
affected the inbound messaging service. This resulted in incoming messages not to be forwarded to the Mobile Commons platform. An urgent investigation was performed by Upland vendor's engineering team and the issue was found to be related to recent database/backend changes made to the inbound messaging service. Once the root cause was identified, the vendor's team applied the necessary fixes to get the service back up for the new inbound messages and started the process of resending the impacted/missing messages. By Wednesday, 9/25/2024, 09:04 AM ET, all the missing messages were sent to their respective destinations.
ROOT CAUSE & REMEDIATION
- ROOT CAUSE: Recent database/backend changes made to the inbound messaging service.
- REMEDIATION PLAN:
- Immediate: The problematic backend changes have been fixed.
- Long term: Upland’s 3rd party aggregator is implementing a more robust monitoring and logging system to avoid similar scenarios in the future.
- RCA ISSUE ID: MC-14758
Keywords RCA MC_RCA raexternalrequest
Solution ID
240930161835710
Last Modified Date
10/10/2024 12:54:58 PM
Renew Date
09/30/2025
Status
Published
Author
Taxonomy
- Mobile Commons > RCA-Root Cause Analysis
Collections
- UMM Support
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