Resolved after 1 hour 16 minutes, affecting Frankfurt EU28, on May 8, 2026.
# Incident Report **RCA target completion date:** May 22, 2026 ## Overview 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 \(eu28-prod-smax-worker\). ## Impact 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. ## Resolution 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.
Affected components
Update timeline
- investigating May 08, 2026, 08:34 AM UTC
Frankfurt EU28 is currently experiencing functionality issue. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3922789
- investigating May 08, 2026, 09:35 AM UTC
Frankfurt EU28 is currently experiencing functionality issue. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3922789
- resolved May 08, 2026, 09:51 AM UTC
Frankfurt EU28 was experiencing functionality issue. The issue is now resolved. We appreciate your patience. Tracking Number: IM3922789
- postmortem May 08, 2026, 04:03 PM UTC
# Incident Report **RCA target completion date:** May 22, 2026 ## Overview 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 \(eu28-prod-smax-worker\). ## Impact 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. ## Resolution 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.
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