tag:status.toolsplus.io,2005:/historytoolsplus Status - Incident History2024-03-19T16:48:27+08:00toolsplustag:status.toolsplus.io,2005:Incident/196007952024-01-07T02:00:13+08:002024-01-07T02:00:14+08:00Intercom for Jira Cloud database maintenance<p><small>Jan <var data-var='date'> 7</var>, <var data-var='time'>02:00</var> GMT+08:00</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Jan <var data-var='date'> 7</var>, <var data-var='time'>01:00</var> GMT+08:00</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Jan <var data-var='date'> 3</var>, <var data-var='time'>18:20</var> GMT+08:00</small><br><strong>Scheduled</strong> - We will be performing maintenance on our databases. There is planned downtime during this maintenance window.</p>tag:status.toolsplus.io,2005:Incident/189861912023-10-23T19:00:00+08:002023-11-01T13:54:57+08:00Jira Cloud for Intercom shows degraded performance<p><small>Oct <var data-var='date'>23</var>, <var data-var='time'>19:00</var> GMT+08:00</small><br><strong>Resolved</strong> - On 23rd October, 09:00 AM - 12:00 PM UTC, Jira Cloud for Intercom showed degraded performance whereby requests for a subset of customers timed out or did not reach the app servers. During this period, some Intercom teammates using the Jira Cloud integration in Intercom experienced a slow response rate or a completely unavailable app.<br /><br />Based on our investigation, this was caused by the following incident with our Cloud provider, Google Cloud:<br /><br />https://status.cloud.google.com/incidents/ALAcRGwU7zQqQ9cxHdeS<br /><br />At around 12:00 PM UTC, upon completion of Google Cloud's mitigation works, the service recovered and started to operate normally again.</p>tag:status.toolsplus.io,2005:Incident/186263142023-09-28T12:15:08+08:002023-09-28T12:15:08+08:00Several experiences in Jira Cloud for Intercom are failing<p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>12:15</var> GMT+08:00</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>11:58</var> GMT+08:00</small><br><strong>Monitoring</strong> - Intercom has rolled out a fix and we are monitoring the results. A browser window refresh may be required to get the app back to a fully working state.</p><p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>11:40</var> GMT+08:00</small><br><strong>Update</strong> - Intercom has identified the issue and is working on a fix. Please refer to the upstream incident report on Intercom's status page for further details: https://www.intercomstatus.com/incidents/q762jbkdxvb4<br /><br />We will continue updating this incident report as we get updates from Intercom.</p><p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>08:56</var> GMT+08:00</small><br><strong>Identified</strong> - We have identified an issue in Intercom's app framework that is causing Jira for Intercom to fail in several experiences in unexpected ways. We are in contact with Intercom and await action on their side to rectify the issue.</p><p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>06:20</var> GMT+08:00</small><br><strong>Investigating</strong> - We are investigating reports of errors when creating an issue in Jira Cloud for Intercom. We will provide more details within the next hours.</p>tag:status.toolsplus.io,2005:Incident/176481522023-06-23T09:31:04+08:002023-06-23T09:31:04+08:00Linked Intercom conversations fail to load in the Jira issue view and issue updates are not propagated to linked conversations<p><small>Jun <var data-var='date'>23</var>, <var data-var='time'>09:31</var> GMT+08:00</small><br><strong>Resolved</strong> - Between June 21, 2023 8:00 UTC to June 22, 2023 16:00 UTC, we experienced an issue where the Intercom for Jira app intermittently failed to contact the Intercom API. During this time, events from Jira products could not be propagated to linked Intercom conversations and the linked conversation view in Jira was only available partially. Missed Jira product events issued during that time can't be recovered.<br />The issue has been resolved, and the service is operating normally.</p><p><small>Jun <var data-var='date'>23</var>, <var data-var='time'>00:28</var> GMT+08:00</small><br><strong>Monitoring</strong> - A fix has been rolled out, and we are monitoring the results.</p><p><small>Jun <var data-var='date'>23</var>, <var data-var='time'>00:13</var> GMT+08:00</small><br><strong>Identified</strong> - The issue has been identified, and a fix is being rolled out.</p><p><small>Jun <var data-var='date'>22</var>, <var data-var='time'>17:24</var> GMT+08:00</small><br><strong>Update</strong> - Intercom's Europe team is currently investigating this issue. We will update this incident again once we have more information from them.</p><p><small>Jun <var data-var='date'>22</var>, <var data-var='time'>14:42</var> GMT+08:00</small><br><strong>Update</strong> - In addition to the initially reported issue of linked conversations not displaying in the Jira issue view, the Intercom API issue also blocks issue updates from propagating to linked Intercom conversations.<br /><br />We are currently awaiting a reply from their Europe team which should come online anytime now.</p><p><small>Jun <var data-var='date'>22</var>, <var data-var='time'>11:07</var> GMT+08:00</small><br><strong>Update</strong> - We are continuing to investigate this issue. At this point, we suspect an issue with the Intercom API and await a response from the Intercom team.</p><p><small>Jun <var data-var='date'>22</var>, <var data-var='time'>07:41</var> GMT+08:00</small><br><strong>Investigating</strong> - We are investigating reports of errors for some of our user base when viewing linked Intercom conversations in the Jira issue view. <br /><br />Instead of the resolved Intercom conversation details, customers see a yellow exclamation mark with the text "Conversation [id]".<br /><br />We will provide more details once we identify the root cause.</p>tag:status.toolsplus.io,2005:Incident/77430912021-08-12T12:24:58+08:002021-08-12T12:25:00+08:00Travis CI notifications not working<p><small>Aug <var data-var='date'>12</var>, <var data-var='time'>12:24</var> GMT+08:00</small><br><strong>Resolved</strong> - We have been monitoring our systems closely and confirm that this incident has been resolved.<br /><br />Please reach out to us via Intercom on https://toolsplus.io/ if you are still facing issues.</p><p><small>Aug <var data-var='date'>12</var>, <var data-var='time'>11:28</var> GMT+08:00</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Aug <var data-var='date'>12</var>, <var data-var='time'>10:52</var> GMT+08:00</small><br><strong>Update</strong> - We are continuing to work on a fix for this issue.</p><p><small>Aug <var data-var='date'>12</var>, <var data-var='time'>10:42</var> GMT+08:00</small><br><strong>Identified</strong> - Travis CI integration for Jira is currently facing an issue where build notifications do not propagate to Jira.<br /><br />We can confirm and reproduce this issue and are currently working on a fix.</p>tag:status.toolsplus.io,2005:Incident/48366852020-08-12T18:59:50+08:002020-08-12T18:59:50+08:00Jira Cloud app does not allow users to type in text input and text area fields<p><small>Aug <var data-var='date'>12</var>, <var data-var='time'>18:59</var> GMT+08:00</small><br><strong>Resolved</strong> - The issue has been resolved and the service is operating normally.</p><p><small>Aug <var data-var='date'>12</var>, <var data-var='time'>17:59</var> GMT+08:00</small><br><strong>Monitoring</strong> - From our own testing and customer reports the issue seems to be fixed now. You may need to do a hard refresh of the Intercom page in your browser (Windows: Ctrl + F5, Mac: Cmd + Shift + R) to activate the changes.<br /><br />Unfortunately, we have not heard back from Intercom yet on what exactly caused this issue but we would like to apologize for the inconvenience caused. We will update this incident with details once we know more.<br /><br />Please do reach out to us via Intercom on https://toolsplus.io/ if you still face any issues.</p><p><small>Aug <var data-var='date'>12</var>, <var data-var='time'>17:15</var> GMT+08:00</small><br><strong>Investigating</strong> - Jira Cloud for Intercom is currently facing an issue where Intercom teammates cannot type in text input and text area fields across the whole app.<br /><br />We can confirm and reproduce this issue, however because it is happening within Intercom itself this has to be fixed by Intercom. We have reached out to them and are currently awaiting a response to get some clarification on the matter.<br /><br />We will update this incident as soon as we know more.</p>tag:status.toolsplus.io,2005:Incident/41675842020-05-24T10:25:17+08:002020-05-24T10:25:18+08:00Intercom for Jira Cloud database maintenance<p><small>May <var data-var='date'>24</var>, <var data-var='time'>10:25</var> GMT+08:00</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>May <var data-var='date'>24</var>, <var data-var='time'>10:21</var> GMT+08:00</small><br><strong>Verifying</strong> - Verification is currently underway for the maintenance items.</p><p><small>May <var data-var='date'>24</var>, <var data-var='time'>10:00</var> GMT+08:00</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>May <var data-var='date'>22</var>, <var data-var='time'>12:07</var> GMT+08:00</small><br><strong>Scheduled</strong> - We will be performing maintenance on our database servers. There is planned downtime during this maintenance window of up to 30 minutes.</p>tag:status.toolsplus.io,2005:Incident/36331212020-03-04T10:54:17+08:002020-03-04T10:54:18+08:00Errors on clicking actions in the Intercom app<p><small>Mar <var data-var='date'> 4</var>, <var data-var='time'>10:54</var> GMT+08:00</small><br><strong>Resolved</strong> - We have been monitoring our systems closely and confirm that this incident has resolved. <br /><br />Please reach out to us via Intercom on https://toolsplus.io/ if you are still facing issues.</p><p><small>Mar <var data-var='date'> 3</var>, <var data-var='time'>14:59</var> GMT+08:00</small><br><strong>Update</strong> - We are still investigating this issue, however, we are not able to reproduce it at this time. In the meantime, we have rolled out a fix for a potentially related issue. If you have been affected by this, please reach out to us via Intercom on https://toolsplus.io/ and let us know how things are looking. For now, we will keep monitoring our systems closely and try to get more insights as we go.</p><p><small>Mar <var data-var='date'> 2</var>, <var data-var='time'>11:05</var> GMT+08:00</small><br><strong>Investigating</strong> - Some customers are experiencing errors when clicking actions in the Intercom app. We are working on identifying the issue. If you need a quick workaround uninstalling and then reinstalling the Intercom app seems to fix the issue (you won't lose any data in the process, after the reinstall everything will be back to the way it was before).</p>tag:status.toolsplus.io,2005:Incident/31123732019-10-20T06:00:42+08:002019-10-20T06:00:44+08:00Intercom for Jira Cloud database maintenance<p><small>Oct <var data-var='date'>20</var>, <var data-var='time'>06:00</var> GMT+08:00</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Oct <var data-var='date'>20</var>, <var data-var='time'>05:00</var> GMT+08:00</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Oct <var data-var='date'>17</var>, <var data-var='time'>08:55</var> GMT+08:00</small><br><strong>Update</strong> - We will be undergoing scheduled maintenance during this time.</p><p><small>Oct <var data-var='date'>17</var>, <var data-var='time'>08:54</var> GMT+08:00</small><br><strong>Scheduled</strong> - We are going to perform database maintenance which will result in a single database outage of up to 10 minutes.</p>tag:status.toolsplus.io,2005:Incident/21021122019-06-06T15:09:46+08:002019-06-06T15:09:46+08:00Conversation actions broken after Intercom released an unexpected breaking update<p><small>Jun <var data-var='date'> 6</var>, <var data-var='time'>15:09</var> GMT+08:00</small><br><strong>Resolved</strong> - We are glad that this is finally fixed. With the release of Intercom for Jira Server 2.0.0 (https://marketplace.atlassian.com/apps/1217371/intercom-for-jira?hosting=server&tab=versions). Please upgrade to the latest version that brings the Intercom integration back in the form of a brand new app for your Intercom Inbox.<br /><br />We would like to thank everyone for your patience on this matter. If you have any questions please to reach out to us via any of our support channels at https://toolsplus.io/#support</p><p><small>May <var data-var='date'>17</var>, <var data-var='time'>15:22</var> GMT+08:00</small><br><strong>Update</strong> - We are wrapping up development work on the new version and are entering the testing phase. The expected release date for Intercom for Jira Server 2.0.0 is June 5th.<br /><br />If you have any questions please do not hesitate to reach out to us via any of our support channels at https://toolsplus.io/#support</p><p><small>Mar <var data-var='date'>18</var>, <var data-var='time'>11:16</var> GMT+08:00</small><br><strong>Update</strong> - We are still working on a new version of Intercom for Jira Server app that re-establishes all the features for new Jira Server customers. Unfortunately, due to the extensive re-work efforts, there are delays in development and we have to further push back the release timeline. New expected release date is early this summer. <br /><br />Thank you for your patience. If you have any questions please do not hesitate to reach out to us via any of our support channels at https://toolsplus.io/#support</p><p><small>Jan <var data-var='date'>18</var>, <var data-var='time'>10:41</var> GMT+08:00</small><br><strong>Identified</strong> - We have evaluated a couple of different solutions to solve the existing problem with webhooks and identified the best option. The next version of Intercom for Jira Server will drop the Conversation Actions feature and replace it with a self-hosted Intercom app. The installation will be fairly straight-forward as the Intercom app will be part of your Intercom for Jira. We are currently working on implementing the update and expect this be released early- to mid-February.<br /><br />Thank you for your patience. If you have any questions please to reach out to us via any of our support channels at https://toolsplus.io/#support</p><p><small>Dec <var data-var='date'>17</var>, <var data-var='time'>11:39</var> GMT+08:00</small><br><strong>Investigating</strong> - End of November Intercom released an unexpected breaking update to their webhooks. Unfortunately, this update fundamentally changes the way webhooks work in Intercom and as a result breaks the conversation action feature in Intercom for Jira Server that relies on those webhooks. Intercom is aware of the problem, and we are working together to find a solution.<br /><br />Note that this is not affecting existing customers who set up conversation actions before the said update. If you are one of those customers and you do not change anything related to the Intercom access token or Intercom webhooks, you will not be affected by this incident.<br /><br />We will continue to provide updates on this incident as we go. However, to set expectations, with upcoming Christmas holiday absences we think this issue might take until early January 2019 to be resolved.<br /><br />If you have any questions feel free to reach out to us via any of our support channels at https://toolsplus.io/#support</p>tag:status.toolsplus.io,2005:Incident/23165812019-04-10T11:06:55+08:002019-10-15T15:12:40+08:00Jira Cloud app fails with "Uh oh! Looks like something went wrong."<p><small>Apr <var data-var='date'>10</var>, <var data-var='time'>11:06</var> GMT+08:00</small><br><strong>Resolved</strong> - This incident has been resolved and the app should work as expected again. Uninstalling and re-installing should not be necessary anymore.</p><p><small>Apr <var data-var='date'> 9</var>, <var data-var='time'>18:37</var> GMT+08:00</small><br><strong>Identified</strong> - We have identified the issue and are working on a fix. Until further notice the way to fix this quickly remains the uninstall and re-install procedure:<br /><br />1. Uninstall: https://docs.toolsplus.io/jira-cloud-for-intercom/configuring-the-app#uninstalling-the-intercom-app<br />2. Re-install: https://docs.toolsplus.io/jira-cloud-for-intercom/getting-started#installation</p><p><small>Apr <var data-var='date'> 9</var>, <var data-var='time'>13:47</var> GMT+08:00</small><br><strong>Update</strong> - We are still investigating the exact reason for this issue, however, if you are looking for a quick fix uninstalling and then re-installing the Jira Cloud app should fix the issue.<br />Please follow the steps in the documentation on how to do this:<br />1. Uninstall: https://docs.toolsplus.io/jira-cloud-for-intercom/configuring-the-app#uninstalling-the-intercom-app<br />2. Re-install: https://docs.toolsplus.io/jira-cloud-for-intercom/getting-started#installation</p><p><small>Apr <var data-var='date'> 9</var>, <var data-var='time'>10:12</var> GMT+08:00</small><br><strong>Investigating</strong> - We are currently investigating an issue where the Jira Cloud app is not working anymore and fails with the message "Uh oh! Looks like something went wrong."</p>tag:status.toolsplus.io,2005:Incident/13404582019-04-09T10:14:07+08:002019-04-09T10:14:07+08:00Intercom for JIRA maintenance<p><small>Apr <var data-var='date'> 9</var>, <var data-var='time'>10:14</var> GMT+08:00</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Aug <var data-var='date'>28</var>, <var data-var='time'>17:40</var> GMT+08:00</small><br><strong>Scheduled</strong> - Intercom for JIRA customers may be seeing short downtime during maintenance window while we publish a new release. Total downtime is not expected to exceed 10 minutes.</p>tag:status.toolsplus.io,2005:Incident/17877342018-07-23T11:38:15+08:002018-07-23T11:38:15+08:00Intercom for Jira Cloud conversation actions stopped working<p><small>Jul <var data-var='date'>23</var>, <var data-var='time'>11:38</var> GMT+08:00</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jul <var data-var='date'>23</var>, <var data-var='time'>11:36</var> GMT+08:00</small><br><strong>Update</strong> - We have rolled out a permanent fix for this issue over the past weekend. Monitoring so far shows that this issue is resolved and conversation actions with Intercom for Jira Cloud are working as expected again.<br /><br />Thanks for your patience and if you see any other issues related or not to this do not hesitate to contact us via https://toolsplus.io/#support</p><p><small>Jun <var data-var='date'>27</var>, <var data-var='time'>14:07</var> GMT+08:00</small><br><strong>Update</strong> - Regarding the time window of this issue, the Atlassian update will be rolled out over a few days/weeks. We will keep this incident open until all installations have received the update.</p><p><small>Jun <var data-var='date'>26</var>, <var data-var='time'>21:38</var> GMT+08:00</small><br><strong>Monitoring</strong> - We have informed all Jira instance admins via email about this issue and have asked them to apply the fix when conversation actions stop working.<br /><br />How to fix this?<br />If you are facing problems with conversation actions, please carry out this simple fix (requires Jira administrator permissions or Jira user with project administration permissions).<br />1. Open Intercom for Jira settings for any affected Jira project<br />2. Open "Conversation Actions" tab <br />3. Disable and re-enable conversation actions as explained here: https://docs.toolsplus.io/addons/intercom/ConversationActionsConfiguration.html#enabledisable-conversation-actions</p><p><small>Jun <var data-var='date'>26</var>, <var data-var='time'>21:27</var> GMT+08:00</small><br><strong>Update</strong> - We are continuing to work on a fix for this issue.</p><p><small>Jun <var data-var='date'>26</var>, <var data-var='time'>21:27</var> GMT+08:00</small><br><strong>Update</strong> - We are continuing to work on a fix for this issue.</p><p><small>Jun <var data-var='date'>26</var>, <var data-var='time'>15:43</var> GMT+08:00</small><br><strong>Identified</strong> - Atlassian is currently rolling out a change in Jira Cloud and we have discovered that this has prevented conversation actions from working properly in Intercom for Jira Cloud. At this time, not all customers are affected yet as Atlassian is gradually rolling out this change. However, eventually, it will affect all Intercom for Jira Cloud customers.<br /><br />What exactly is not working?<br />If you or your Intercom users are using conversation actions to create, link or comment Jira issues (/createJiraIssue, /linkJiraIssue or /commentJiraIssue) you would normally get a response from our system upon running the action. However, after Atlassian rolled out their update this mechanism is broken. As a result, the action will not be executed and you will not get a response from our system. If you are seeing this behavior please follow the two simple steps below on how to fix this.<br /><br />How to fix this?<br />If you are facing problems with conversation actions, please carry out this simple fix (requires Jira administrator permissions or Jira user with project administration permissions).<br />1. Open Intercom for Jira settings for any affected Jira project<br />2. Open "Conversation Actions" tab <br />3. Disable and re-enable conversation actions as explained here: https://docs.toolsplus.io/addons/intercom/ConversationActionsConfiguration.html#enabledisable-conversation-actions</p>tag:status.toolsplus.io,2005:Incident/13316752017-08-17T12:00:00+08:002018-06-26T21:39:10+08:00Intercom for JIRA customers may be seeing high latency and timeouts<p><small>Aug <var data-var='date'>17</var>, <var data-var='time'>12:00</var> GMT+08:00</small><br><strong>Resolved</strong> - We've identified the source of the problem and prevented it from having further impact. Intercom for JIRA is now operating normally. Thank you for your patience.</p>