Helix - Degraded Performance - General Slowness

Update timeline

1. investigating Oct 01, 2026, 02:16 PM UTC

   We have received reports of general slowness when performing certain activities in Helix Smart IT. The DevOps team has opened a P1 case with BMC Helix support. Currently there is no identified issue and investigation continues. We will provide an update in the next hour or sooner if available.

2. investigating Oct 01, 2026, 03:19 PM UTC

   BMC Helix support team is engaged and has an ongoing internal technical call to investigate the issue and identify the cause. No cause identified at this time. We will provide another update in the next hour or sooner if available.

3. identified Oct 01, 2026, 03:41 PM UTC

   BMC Helix Support have identified a potential mitigation path and are currently implementing remediation actions to address the reported slowness. As a part of this remediation steps BMC Helix Support has implemented, they are recommending users to log out and log back into the system if they are experiencing slow performance. We are continuing to monitor the environment to confirm if the remediation steps are successful.

4. monitoring Oct 01, 2026, 05:05 PM UTC

   BMC Helix Support has implemented a fix for the general system performance issue. We have completed initial testing and have received feedback indicating that performance has improved. We will continue to closely monitor system performance over the next few hours to ensure stability and confirm that the issue has been fully resolved. In addition, we have requested a Root Cause Analysis (RCA) from BMC Support.

5. resolved Oct 05, 2026, 08:37 PM UTC

   BMC has implemented a workaround, and since then we have not experienced any further slowness. The system is up, accessible, and operating normally at this time.