RESOLVED: Automated Actions don't trigger for some customers in production

Update timeline

1. investigating May 12, 2025, 01:52 PM UTC

   We would like to inform you about a recent issue related to our latest version upgrade, which has caused some disruptions in our automation processes. Specifically, certain events might not trigger as expected, leading to failures in automation workflows. No error messages will be displayed in the interface. The affected events and actions appear to involve special characters such as Æ, æ, Ø, ø, Å, å, ö, among others. Our development team has promptly addressed the issue and a fix has been created. The deployment of this fix will occur in two phases: * The first group will receive the update tonight. * The second group will receive the update tomorrow night. We understand the inconvenience this may cause and appreciate your patience as we work to restore normal operations. If you have any questions or require assistance, please do not hesitate to contact our support team. For the latest updates on this issue, please visit our TOPdesk Status Page: https://status.topdesk.com. Thank you for your understanding.

2. identified May 12, 2025, 02:17 PM UTC

   The issue has been identified and a fix is being implemented.

3. resolved May 14, 2025, 11:36 AM UTC

   The action service that was disrupted has been restored. We have had confirmation from several customers that sending email is working again. All tickets linked to the major will now be closed. If you experience any lingering problems please contact us through your known channels. What exactly caused this bug will be investigated and published in an RCA soon. Thank you for your patience, TOPdesk Support