Oracle Service Cloud "Failed to send agent message" Failures

Incident Report for Ada

Resolved

The issue has been resolved.

Posted Nov 27, 2024 - 03:14 EST

Monitoring

A fix has been implemented and we are monitoring the results.

Posted Nov 26, 2024 - 18:19 EST

Identified

The issue has been identified as some API requests being sent to terminated pods - the team is currently working on a fix.

Posted Nov 26, 2024 - 17:56 EST

Update

We are continuing to investigate the issue. A definitive root cause has not yet been identified.

Posted Nov 26, 2024 - 17:46 EST

Investigating

We are currently investigating a spike in chatters unable to see agent messages for clients using Oracle Service Cloud.

Posted Nov 26, 2024 - 17:04 EST

This incident affected: Agent Handoffs.