Newly Created Posts May Not Appear In Content Library

Incident Report for Hearsay Systems

Postmortem

Timeline:

Start Time: 04/05/23 8:17 AM PT

End Time: 04/05/23 8:54 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 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 Apr 28, 2023 - 10:06 PDT

Resolved

This incident has been fully resolved and everything is operational. We truly apologize for any disruption to your business. Once we conduct a formal investigation into the root cause, we will publish a post-mortem to this incident. Again, thank you for your patience as we worked through this matter.

Posted Apr 05, 2023 - 09:06 PDT

Monitoring

Hearsay's engineers were able to resolve this matter regarding new content and drafts not appearing in the Content Library. Everything is currently working as expected, and we will continue to monitor this over the course of the hour. Thank you so much for your patience while we worked hard to implement a solution.

Posted Apr 05, 2023 - 08:55 PDT

Investigating

Hearsay is currently investigating an issue where newly generated content and drafts may not be visible in the Hearsay Content Library. This matter has already been escalated to our engineering team, and they are working diligently to resolve this as quickly as possible. We sincerely apologize for any inconvenience this may have caused and will provide an update shortly.

Posted Apr 05, 2023 - 08:40 PDT

This incident affected: Social.