| 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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