RCA target completion date: May 22, 2026
On May 8, 2026, at 08:16 GMT, Incident Management was engaged to investigate an issue affecting backend processing within the EU28 production Service Management (SMAX) environment, specifically involving worker nodes (eu28-prod-smax-worker).
Delays in worker node processing led to degraded performance and intermittent functionality issues for customers during the incident window.
Note: A review of the two days preceding the incident will be conducted with clients to better understand the scope of impact and improve visibility into similar issues.
During the preliminary investigation, SMEs identified issues with the RabbitMQ messaging component responsible for backend task processing. A rolling restart was performed to enable rebuild activities without affecting client availability. The RabbitMQ cluster was confirmed healthy at 08:57 GMT on May 8, and final validations completed at 09:45 GMT, marking resolution of the incident impact.
OpenText Development is working to include additional protections to help prevent this condition in the upcoming 26.3 release.