Newly Created Posts May Not Appear In Content Library

Incident Report for Hearsay Systems

Postmortem

Timeline:

Start Time: 04/27/23 8:44 AM PT

End Time: 04/27/23 8:59 AM PT

Customer Impact:

The infrastructure that handles the processing of newly created posts was offline due to an issue loading the configuration at startup. This caused new posts to not appear on the Suggested Posts page for content admins. New posts also did not appear in the Suggested/Browse section of the Post Library page for end users, who would have been eligible to see the newly created posts.

Resolution:

Services were restored by restarting the infrastructure that handles the processing of newly created posts leading to a stable state.

Future Improvements:

Hearsay will continue to create enhancements to monitoring/notifications for the specific condition that caused this issue, add configurations that will be self-healing, and modify the underlying code to better mitigate the root cause of the issue.

Posted May 18, 2023 - 13:36 PDT

Resolved

The incident regarding newly created posts not appearing in the Hearsay Content Library has been fully resolved, and all systems are now operational. Our team will conduct a thorough investigation into the root cause of the incident, and we will publish a post-mortem report to provide insights into the issue and our mitigation efforts. We sincerely apologize for any inconvenience this may have caused to your business operations. Thank you for your understanding and patience as we worked through this incident.

Posted Apr 27, 2023 - 08:59 PDT

Investigating

Hearsay is currently investigating an issue affecting the visibility of newly generated content and drafts in the Hearsay Content Library. We have escalated this matter to our engineering team, and they are working diligently to resolve this as quickly as possible.

We understand the inconvenience this may have caused and sincerely apologize for any disruption to your workflow. Rest assured that we are doing everything we can to rectify the situation and will provide updates as soon as they become available.

Posted Apr 27, 2023 - 08:53 PDT

This incident affected: Social.