NOTICE TIME ZONE Brisbane GMT+10
STATUS (Open/Closed) Closed
INCIDENT START DATE 20250819
INCIDENT START TIME (HH:MM) Approx: 09:00
INCIDENT END DATE 20250819
INCIDENT END TIME (HH:MM) 12:00
OUTAGE DURATION 3 Hours
INCIDENT CAUSED BY A 3RD PARTY? Yes
IF YES, NAME OF 3RD PARTY IAM Cloud / Cloud Drive Mapper
XCRM TICKET NUMBER Multiple
BRAND XDESK
INTERNAL PRIORITY P3
CUSTOMERS AFFECTED X36 / X66
SITES AFFECTED All Sites
DESCRIPTION OF INCIDENT Users are getting errors trying to access files
PRIMARY IMPACT EFFECT Users may not be able to open files.
SECONDARY IMPACT EFFECT
EVENT TIMELINE
TUESDAY 19TH August 2025
09:00 Users experienced issues accessing files and called XSTRA service desk
09:15 XSTRA Staff found an outage listed on IAM Cloud Service Status
09:30 The XSTRA Staff began implementing upgrades to CDM as advised in the service status page
11:00 Users still have issues; it has been identified that server reboots are required
11:20 XSTRA co-ordinating with users to arrange server reboots
11:55 Most servers are now confirmed as working, XSTRA staff attempting to contact remaining users in order to close out
RECOVERY & RESOLUTION
?
ROOT CAUSE
Microsoft is currently making a change to its RPS service within SharePoint Online that can stop CDM V2’s authentication and ability to map drives..
CORRECTIVE & PREVENTATIVE MEASURES
Install newer version
RESIDUAL EFFECT
None

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