Dyopath Outage History
Dyopath is up right nowPingoru has recorded 6 incidents for Dyopath: 6 in the last 12 months and 2 in the last 90 days.
Show as a table
| Month | Incidents | Hours with an open incident |
|---|---|---|
| April 2026 | 0 | 0 of 720 (0%) |
| May 2026 | 0 | 0 of 744 (0%) |
| June 2026 | 0 | 0 of 720 (0%) |
| July 2026 | 0 | 0 of 744 (0%) |
| August 2026 | 0 | 0 of 744 (0%) |
| September 2026 | 1 | 3 of 720 (0%) |
| October 2026 | 1 | 102 of 532 (19%) |
Incidents, newest first
Minor October 1, 2026 Helix - Degraded Performance - General Slowness 4d 6h SmartIT, "Legacy" ITSM Console
Started Oct 01, 2026, 02:16 PM UTC· resolved Oct 05, 2026, 08:37 PM UTC
- 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.
- 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.
- 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.
- 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.
- 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.
Major February 10, 2026 Contact Center Partial Service Outage 2h 59m Authentication, Agent Call Handling
Started Feb 10, 2026, 08:35 PM UTC· resolved Feb 10, 2026, 11:35 PM UTC
- investigating Feb 10, 2026, 10:12 PM UTC
There are confirmed reports of a partial outage of our Contact Center service. Reports consist of issues logging in and DNS errors when loading Contact Center pages. Please continue to attempt to utilize the services as it appears to be intermittent and on only impacting a portion of users at times. It is suggested that if you are experiencing issues, to clear your browser cache, fully close your browser, and attempt to access the platform again. Additional information will be posted within the next hour or as soon as it is available.
- monitoring Feb 10, 2026, 10:44 PM UTC
Contact Center support has worked with 3rd party resources to identify a fix and begin resolution steps. Significant improvement in services has been noted. We will continue to monitor the issue until full resolution is confirmed. Users who still experience issues are encouraged to clear browser cache, completely close all browser windows, and attempt to access the system again. Additional information will be provided in the hour or as soon as it becomes available.
- resolved Feb 10, 2026, 11:35 PM UTC
We have received confirmation from Contact Center support and 3rd parties that this issue has been fully resolved. If you experience additional issues, please submit it using your normal channels.
Minor December 15, 2025 Helix Service Degraded 11h SmartIT, "Legacy" ITSM Console
Started Dec 15, 2025, 02:54 PM UTC· resolved Dec 16, 2025, 01:55 AM UTC
- identified Dec 15, 2025, 02:54 PM UTC
We have been made aware of some issues impacting the performance of the BMC Helix service. Known impacts include issues searching for tickets and knowledge as well as some general slowness of the system. A support ticket has been opened with BMC support and they are aware of the issue and working to resolve it. Additional updates will be sent within the next hour or as they become available.
- identified Dec 15, 2025, 04:15 PM UTC
We continue to experience issues with searching and general slowness of the system. BMC support remains engaged and is working towards resolution. No further updates at this time. We will continue to provide updates in the next hour or as soon as they become available.
- identified Dec 15, 2025, 06:11 PM UTC
BMC support continues to work to resolve this ongoing issue with searching and general slowness. Additional updates will be sent within the next hour or as they become available.
- identified Dec 15, 2025, 07:10 PM UTC
BMC support continues to work to resolve this ongoing issue with searching and general slowness. Additional updates will be sent within the next hour or as they become available.
- identified Dec 15, 2025, 08:33 PM UTC
BMC support continues to work to resolve this ongoing issue with searching and general slowness. Additional updates will be sent within the next hour or as they become available.
- identified Dec 15, 2025, 09:59 PM UTC
BMC support continues to work to resolve this ongoing issue with searching and general slowness. Additional updates will be sent within the next hour or as they become available.
- identified Dec 15, 2025, 11:01 PM UTC
BMC support continues to work to resolve this ongoing issue with searching and general slowness.
- identified Dec 15, 2025, 11:03 PM UTC
BMC support continues to work to resolve this ongoing issue with searching and general slowness.
- resolved Dec 16, 2025, 01:55 AM UTC
The issue with searching and general slow performance has been resolved. If you continue to experience issues, please report them through your normal channels.
- postmortem Jan 02, 2026, 06:24 PM UTC
# BMC Support Post Incident Report ### December 23, 2025 #### Case Number and/or SSR identification SSR-23526 #### Overview and Remediation On December 15, 2025, the customer reported that users were unable to search for requests and were experiencing slow performance and occasional service interruptions. The operations team investigated and identified a capacity issue that was affecting system stability. Service was fully restored on December 16, 2025, at 00:59 UTC. #### Root Cause The investigation determined that the OpenSearch infrastructure experienced a resource contention due to memory pressure. This caused search requests to fail intermittently and time out. To resolve the memory pressure, the team performed horizontal scaling of the infrastructure. To scale out the OpenSearch infrastructure horizontally, data synchronization was required, which caused a delay in restoration. In addition, we identified a resource issue on one node in the search infrastructure that affected the stability of other nodes. This behavior has been classified as a defect, and a ticket has been opened. #### Customer Impact During the impact period, customer experienced issues with search not returning results, noticed slower response times, and occasional service interruptions. #### Preventative Action Taken * Scaled out OpenSearch infrastructure to ensure performance stability and prevent similar issues in the future. * Enhanced observability by adding additional Java heap–related metrics, enabling earlier detection of heap pressure and allowing the team to respond proactively to prevent service impact. * Identified that a resource issue on one node part of the search infrastructure affected the stability of other nodes. Raised a critical ticket to resolve the defect.
Notice November 14, 2025 Helix Service Disruption 1h 12m Email Engine
Started Nov 14, 2025, 07:03 PM UTC· resolved Nov 14, 2025, 08:15 PM UTC
- investigating Nov 14, 2025, 07:03 PM UTC
BMC has identified there is a potential impact identified to the Email Service in the Production environment. This is resulting in at least a portion of emails submitted to Helix that are not generating or updating tickets. BMC Support is engaged and working on identifying a resolution. An update will be published within an hour or as soon as available.
- investigating Nov 14, 2025, 08:06 PM UTC
BMC support is continuing to investigate the cause and working towards a resolution of this email service issue. Again, this service disruption is impacting the processing of emails by the platform. Additional updates will be sent within the next hour or as soon as they are available.
- resolved Nov 14, 2025, 08:15 PM UTC
BMC has confirmed they have resolved the issue. It was diagnosed as a database issue in the non-production environment. Services should be fully restored at this time. If you are experiencing any issues you believe to related to this issue, please submit a ticket and the team will investigate and follow up.