Incident chronological timeline:
| Timestamp | Description |
|---|
| 13/07 4.50 pm | - After few key users tests synchronisation with SBS comm, a communication has been sent out through Flexmail to all Tridion users + Service centers LO + CGI support regarding the normal availability of the platform
|
| 13/07 4.25pm | - Second wave key users testing has been performed
- Tridion platform is now back to life!
|
| 13/07 4pm | - After certain investigations (between Adagio team and application team), MS DTC error no longer appearing in the logs
- But other error messages occurred
- Meanwhile found out that MS DTC configuration has been reset
- Reconfigured as per requirement
- First wave testing seems good
|
| 13/07 1.25pm | - Restart did not work
- IS adagio will continue to investigate with IBM on the SQL database side
- Meanwhile application side is working with SDL provider to get means on testing the connections on MS DTC
|
| 13/07 11am | - IS adagio has determined certain technical issues left-over from the IBM incident and will require some interruptions on the databases in production
|
| 13/07 9am | - After synchronisation with SBS comm, a communication has been sent out through Flexmail to all Tridion users + Service centers LO + CGI support regarding the downtime of the platform (no contribution)
|
| 13/07 5am | - Application team still see traces of SQL errors
- Application team also raise a ticket at SDL provider regarding error message received
|
| 13/07 2am | - Still an issue on Tridion platform. Not fully functional as we get connectivity issues on the SQL
- Application team worked and continue with investigation with IS adagio
|
| 12/07 10.45pm | - IS adagio reported network is stable again
- However, Tridion platform is not up still. Contacted IS adagio team to restart the correct server
|
| 12/07 9pm | - IS adagio confirmed that it was due to a change on network level and reverted changes to resolve the issue
|
| 12/07 7pm | - IS adagio communicated that IBM is aware n working on the issue, at the network level
- Started to get incoming tickets from freshdesk
- Communicated to CGI support to reply to tickets on the situation
|
| 12/07 5.28pm | - IS adagio did mass communication to application leaders that there were troubles on MS SQL 2008 shared production environment at IBM, affecting a few applicstions
|
| 12/07 5pm | - noticed that the Tridion Content Manager went down (no content updates were possible)
- escalated immediately to IS Adagio team
|
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