[Care] Issue with token and integration error notifications
Incident
Report for Khoros
Resolved
This incident has been resolved.
Monitoring
We confirm that the affected services have been restored and are working as expected. We will continue to monitor the situation and provide further updates accordingly.
Update
A secondary deployment is targeted for the morning of Monday, March 31, Central Daylight Time to address an identified gap preventing full resolution.
Identified
A secondary deployment is targeted for the morning of Monday, March 31, Central Daylight Time to address an identified gap preventing full resolution.
Monitoring
We confirm that the affected services have been restored and are working as expected. We will continue to monitor the situation and provide further updates.
Identified
Khoros has identified an issue in the Khoros Care application impacting notifications for token and integration errors. A fix is underway and will be deployed as a hotfix on Thursday, March 27th, Central Daylight Time, North America hours. This date is subject to change as a result of testing and quality assurance practices.
Once the fix is deployed, customers may receive notifications/alerts within the Khoros Care application regarding integrations correctly marked as being in an error state and visible as such in the Admin page.
Khoros recommends reviewing all integrations in a state of error and completing the re-authentication process for each degraded integration using the existing reconnect process.
The primary impact is believed to be limited to LinkedIn integrations, but other networks may be affected (excluding Whatsapp, SMS, and Brand Messenger). Once the re-connect process is complete, the integration should function normally for content ingestion and response.
Additional Impact: Some older public content will be backfilled depending on the affected network partner capabilities. Any private messages during the affected period will not be available for backfill ingestion.
Once the fix is deployed, customers may receive notifications/alerts within the Khoros Care application regarding integrations correctly marked as being in an error state and visible as such in the Admin page.
Khoros recommends reviewing all integrations in a state of error and completing the re-authentication process for each degraded integration using the existing reconnect process.
The primary impact is believed to be limited to LinkedIn integrations, but other networks may be affected (excluding Whatsapp, SMS, and Brand Messenger). Once the re-connect process is complete, the integration should function normally for content ingestion and response.
Additional Impact: Some older public content will be backfilled depending on the affected network partner capabilities. Any private messages during the affected period will not be available for backfill ingestion.
This incident affected: Khoros Care (Third-party APIs).