SiQ Detailed Root Cause Analysis – Severity 2 – March 7, 2023

Reservations on SpaceIQ Mobile Application

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Description:

On Friday, March 3, 2023, at approximately 5:30am MST, customer support began to receive reports of issues on the SpaceIQ mobile application, on both Android and iOS and the inability to reserve a desk.

Type of Event:

Service Disruption

Services\Modules Impacted:

Mobile Application

Timeline:

On Friday, March 3, 2023, at approximately 5:30am MST, customer support began to receive reports on the inability to reserve a desk via SpaceIQ mobile application. The initial ticket was escalated to a Severity 2 incident on Monday, March 6th at 10:13am MST and posted to our status page alerting customers. Internal teams acknowledge the issue and being an investigation at 10:16am. 2:11pm MST, our internal teams have identified the issue and begin to implement a fix. The fix included a full build of the code changes to our mobile application. Internal teams submitted the updates to the app stores for Android and iOS. On Tuesday, March 7th, 7:38pm MST internal teams were notified by the app stores that updates were published. Internal teams verified the fix was successful at 8:16pm. Customers were alerted at 10:28pm via status page and support tickets that the issue has been resolved.  

Total Duration of Event:

4 days, 14 hours, 46mins

Root Cause Analysis:

We found the root cause to be from a tool that is used to push mobile changes quickly/efficiently, had failed. This resulted to a full build which caused a delayed fix on the mobile application.

Preventative Action:

Internal teams are investigating the tool used to push changes to the mobile application. In the meantime, all mobile fixes and new releases will be planned accordingly, as a full build will be necessary until the tool is fixed.