Provider Enterprise Networking Issue Incident Report
Date of Incident: 02/22/2020
Time/Date Incident Started: 02/22/2020, 06:30 AM EDT
Time/Date Stability Restored: 02/22/2020, 09:37 AM EDT
Time/Date Incident Resolved: 02/22/2020, 10:28 AM EDT
Users Impacted: Provider Enterprise enabled clients
Provider Enterprise XML connector was inaccessible over the network.
Root Cause Analysis:
During regularly scheduled maintenance, the DevOps team upgraded networking policies for our application gateways. These networking changes were performed to improve security and extend networking functionality that is used by the ServiceChannel Platform. Unfortunately, these updates inadvertently impacted routing for the XML connector specifically leveraged by Provider Enterprise clients.