Tracking number: IM3998323 PM1011731
Incident window: September 14, 2026, from 12:32 GMT to 13:35 GMT
Services affected: OpenText™ Enterprise Service Management (Frankfurt EU8)
RCA target completion date: August 29, 2026
Overview
On September 14, 2026, at 13:31 GMT, Incident Management was engaged to investigate service degradation affecting the OpenText™ Enterprise Service Management.
Impact
Several customers experienced performance degradation while using the OpenText™ Service Management (SMAX) application. The product UI was slow to resolve during this period for impacted customers and some logins were delayed.
Resolution
The investigation determined that a database spike initiated by an external integration resulted in the observed performance degradation.
The integration was paused to reduce impact on the database and the system automatically. Performance stabilized at 13:35 GMT on September 14, 2026. OpenText has followed up on the integration with impacted customers to ensure best practices for use are followed going forward.
Tracking number: IM3998323 PM1011731
Incident window: September 14, 2026, from 12:32 GMT to 13:35 GMT
Services affected: OpenText™ Enterprise Service Management (Frankfurt EU8)
Overview
On September 14, 2026, at 13:31 GMT, Incident Management was engaged to investigate service degradation affecting the OpenText™ Enterprise Service Management (Frankfurt EU8).
Impact
Several customers experienced performance degradation while using the OpenText™ Service Management (SMAX) application. The product UI was slow to resolve during this period for impacted customers, and some logins were delayed.
Root Cause
The investigation determined that an external integration caused a substantial spike in database utilization, resulting in increased system load and the observed performance degradation.
Resolution
The integration was paused to reduce database and system load. Performance stabilized, and normal operations resumed at 13:35 GMT on September 14, 2026.
Action Plan
Implement code changes and application safeguards to help ensure that excessive load generated by external integrations does not adversely affect the performance and stability of the overall farm. - In progress - Target complete date: Q1 2027
Engage the customer responsible for the external integration to review best practices around configuration and operation to help minimize performance impact on the platform. - Completed
Align with the Global Command Center to enhance monitoring and alerting for abnormal integration traffic, query latency, and connection growth, enabling earlier intervention - Completed
Perform controlled load and resilience testing for high-volume integration scenarios to validate safeguards, alert thresholds, and platform recovery behavior before deployment. - In progress - Target complete date: Q1 2027