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## Incident Description On `2025-06-06 12:40 UTC`, SAP LeanIX users started to experience issues with the automatic creation of relations during the setup of transformations on the Fact Sheet details page. These expected relations were not created. ## Incident Resolution An investigation into the issue revealed that it originated from a database problem that hindered the request from being processed. A fix was implemented on `2025-06-06 17:06 UTC`, allowing the job to resume its normal operations and successfully process all the missing relations. ## Root Cause Analysis The incident was caused by our system reaching a built-in database limit in the `westeurope` region, due to the growing number of customer workspaces. This led to failures in one of our services, temporarily interrupting the automatic relation creation. The issue was quickly identified and resolved, and no customer data was lost. ## Preventative Measures To prevent this kind of issue from happening again, we have updated our systems to process data in smaller batches. This change will help us avoid database limits as our customer base grows. We are also reviewing similar processes in other parts of our system to ensure continued reliability for our customers.

There were issues with the automatic creation of relations during the setup of transformations on the Fact Sheet details page.

## Incident Description At `2025-06-03 09:45 UTC`, SAP LeanIX users started experiencing issues accessing parts of the application with custom _customer roles_. Dashboard related error messages were displayed in the Inventory, and users appeared to have fewer permissions than anticipated. ## Incident Resolution We conducted an investigation into the issue and traced it back to a recent release that targeted broken or invalid _customer roles_. The change that caused the problem was rolled back on `2025-06-03 15:11 UTC`, successfully restoring the expected behaviour. ## Root Cause Analysis The team launched an update on `2025-06-03 09:45 UTC` aimed at addressing ongoing issues with broken and invalid _customer roles_. This modification impacted users who employ custom _customer roles_ in general, resulting in them being assigned fewer permissions than intended. The lack of necessary permissions caused several components of the application to malfunction, leading to unclear error messages being displayed to users in the **Inventory**. The change has been completely reverted and will be reassessed by our engineering teams. ## Preventative Measures We are taking steps to improve how we test changes before they reach our live environment. This includes upgrading our developer tools so we can better simulate real-life scenarios and catch issues earlier. We’re also continuously looking into ways to release updates to a small group of users first, making it easier to identify and fix potential problems. These improvements will help us prevent similar outages in the future and ensure a smoother experience for our customers.

This incident has been resolved. We appreciate your patience and understanding.

We are continuing to monitor for any further issues.

We experienced a service degradation where users with custom user roles were seeing less data than they should in the inventory due to too strict permissions. Our team fixed the root cause and is currently monitoring the service.

This incident has been resolved. We appreciate your patience and understanding.

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

We are currently experiencing a service disruption in EU for several workspaces. Our team is working to identify the root cause and implement a solution. We will send an additional update in 15 minutes.

This incident has been resolved. We appreciate your patience and understanding.

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

We are currently experiencing a service disruption in EU for several workspaces. Our team is working to identify the root cause and implement a solution. We will send an additional update in 15 minutes.

This incident has been resolved. We appreciate your patience and understanding.

We are continuing to monitor for any further issues.

We experienced a service disruption where users with custom user roles were seeing less data than they should in the inventory due to too strict permissions. Our team fixed the root cause and is currently monitoring the service.

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

We will upgrade parts of our infrastructure. During this time, some functionality or workspaces will not be available. We appreciate your patience and understanding.

## Incident Description Between 21 May 2025 13:25 UTC and 22 May 2025 6:46 UTC a subset of users experienced an issue when trying to open the following dashboard: Application Portfolio Management Onboarding Dashboard for Enterprise Architects. The result was an error popup that interrupted the loading of the dashboard. ## Incident Resolution The engineering team identified the problem in the code and deployed a fix on 22 May 2025`16:46 UTC` resolving the problem and restoring full functionality. ## Root Cause Analysis The root cause was a flaw in recently deployed code that tried to incorrectly access fact sheet fields in the application's data model. This resulted in an error when we tried to calculate the metrics in the dashboard component. ## Preventative Measures We are improving the error handling and the automated testing to prevent this from happening again in the future. We are also improving the development process to make sure we follow best practices that safeguard against similar situations.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Some customers are experiencing issues in the dashboards after logging in. Issue has been identified and mitigation is ongoing.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Some customers are experiencing issues in the dashboards after logging in. Issue has been identified and mitigation is ongoing.

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

We will upgrade major parts of our infrastructure. During this time, some workspaces will not be available. We appreciate your patience and understanding.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Customers are currently experiencing issues with accessing the configuration UI of the Signavio Integration.

## Incident Description Starting on `2025-05-28 14:56 UTC`, LeanIX users experienced errors when attempting to access Fact Sheet details pages within the Inventory. The issue affected all non-admin users across all workspaces and regions. ## Incident Resolution Our engineering team identified the root cause at `2025-05-28 16:13 UTC` and ran a rollback of a recent frontend release. Full functionality was restored at `2025-05-28 16:16 UTC`. No customer data was affected during this incident. ## Root Cause Analysis The incident was caused by a frontend release that introduced a new internal API call. This call resulted in an authorization error for all non-admin users, leading to the inability to load the Fact Sheet details page. Since the new API call was receiving a `HTTP 401` status code response for all non-admin users, the application was starting the re-login procedure. This procedure is not treated as an error & thus - does not trigger alerting mechanisms, which lead to a prolonged detection time. ## Preventative Measures To prevent similar incidents, we are enhancing our pre-release testing protocols to include testing across various user roles and permission levels. We are also improving our frontend application's handling of authorization errors to increase resilience and trigger alerting mechanisms early.

This incident has been resolved.

We confirmed that the issue was related to a recent frontend release. The change was reverted and we're currently monitoring the application.

The issue seems to be related to a recent frontend release. No actual customer data is affected/lost.

Non-Admin users currently have issues viewing Fact Sheets.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Customers are currently experiencing issues with accessing the configuration UI of the Signavio Integration.

This incident has been resolved.

We confirmed that the issue was related to a recent frontend release. The change was reverted and we're currently monitoring the application.

The issue seems to be related to a recent frontend release. No actual customer data is affected/lost.

Non-Admin users currently have issues viewing Fact Sheets.

## **Incident Description:** On `2025-05-16 12:51 UTC`, a subset of LeanIX users encountered an issue preventing them from adding certain relationships within Fact Sheets. Users received an error message in the application's user interface. ## **Incident Resolution:** Our engineering team investigated the problem and identified a bug in the application's code. A fix was deployed at `2025-05-16 19:29 UTC`, restoring full functionality for all affected users. ## **Root Cause Analysis:** The root cause was a flaw in recently deployed code that incorrectly handled missing data fields in the application's data model. This resulted in an error when users attempted to create certain relationships. ## **Preventative Measures:** We are implementing improvements to our development process to prevent similar issues in the future. These include enhanced code review practices and more robust error handling within our applications. We are also working on improving our monitoring and alerting systems to detect similar issues earlier.

Some user experienced issues creating new relations between Fact Sheet types.

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

We will upgrade parts of our infrastructure. During this time, some functionality or workspaces will not be available. We appreciate your patience and understanding.

## Incident Description From May 17th, 04:50 UTC, we experienced a service disruption affecting multiple platform capabilities for a limited subset of our users in the EU region. The issue persisted until May 19, 2025, at 07:55 UTC, when full service was restored. During this period, affected users were unable to sign in and access various platform functionalities. ## Incident Resolution After receiving user reports, our engineering team identified network connectivity issues affecting a portion of our infrastructure. We resolved the incident by provisioning new virtual infrastructure to replace the affected components, which successfully restored all services and functionalities. ## Root Cause Analysis The incident was caused by network connectivity problems at the infrastructure level for a single server, originating from our cloud service provider. These connectivity issues prevented multiple services from functioning properly, including user authentication. The intermittent nature of the network problems allowed the system to pass health checks, which prevented our monitoring systems from detecting the issue earlier. ## Preventative Measures We are implementing enhanced infrastructure monitoring to detect similar issues earlier. Additionally, we're reviewing our alerting thresholds to ensure faster detection of service availability issues across our platform.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are currently experiencing network issues from our cloud provider and are actively working to resolve the problem.

Some users may experience problems while logging in to our application. Our team is working to identify the root cause and implement a solution.

## Incident Description Multiple regions except UAE were not able to use Diagrams for a few minutes. Service degradation lasted from 20 May 2025 14:48 UTC to 20 May 2025 15:12 UTC \(24 min\). There was no data loss. ## Incident Resolution We rolled back to the previous version and reverted the code that was causing the issue. ## Root Cause Analysis A significant change has been implemented in Diagrams. Unfortunately, the section of the application affected by this change was unable to manage it effectively, as the update was rolled out prematurely. ## Preventative Measures We will improve our release strategy to handle significant changes before they are released.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Currently diagrams are not loading. We have identified the issue and are working on a fix.

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

We will upgrade major parts of our infrastructure. During this time, some workspaces will not be available. We appreciate your patience and understanding.

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

We will upgrade major parts of our infrastructure. During this time, some workspaces will not be available. We appreciate your patience and understanding.

## Incident Description On May 19 between 14:56 UTC and 15:34 UTC, many parts of our application’s user interface were not loading, preventing users from accessing the functionality. API’s weren’t affected. No data was lost. ## Incident Resolution Upon receiving error alerts from our monitoring systems, we identified the software change causing the issue and reverted the change. The fix was fully deployed at 15:34 UTC, restoring full functionality for all affected users. ## Root Cause Analysis The change we released relied on a feature of our frontend platform that was not available in all parts of our application. Our automated tests and the code review were not able to catch this issue prior to delivery. ## Preventative Measures To prevent similar issues in the future, we will extend our frontend platform to ensure the missing feature is available in all parts of our application.

This incident has been resolved.

We have implemented a fix and have seen full recovery of functionality. We will continue to monitor the situation.

We are continuing to work on a fix for this issue.

Users may experience errors in accessing their workspaces. The root cause has been identified. We are implementing a solution.

## Incident Description SAP LeanIX was not available in the AE region on the 2025-04-28 from 13:37 until 13:55. Our hyperscaler infrastructure experienced a disruption. ## Incident Resolution Our hyperscaler restored network connectivity in our AE region on April 28th, 2025, at 13:55 UTC. ## Root Cause Analysis Our hyperscaler faced a network outage in the AE region.

This incident has been resolved. We appreciate your patience and understanding.

We have implemented a fix and have seen full recovery of functionality. We will continue to monitor the situation.

We are currently experiencing a service disruption in AE. Our team is working to identify the root cause and implement a solution. We will send an additional update in 15 minutes.

## Incident Description Between 2025-05-07 13:45 and 2025-05-08 08:00 UTC, some users in the EU region were not able to login. Some login requests failed, due to rate limiting on SAP LeanIX. ## Incident Resolution The incident was resolved by changing the logic that determines when the rate limiting should block requests from being processed. Once this change was deployed to the production environment, login requests were no longer rate limited. ## Root Cause Analysis We identified a faulty configuration of the rate limiting for logins. This configuration applied the same rate limit to all users. Our analysis shows that a single user exceeded the permitted number of calls, which affected other users who were well within the allowed number of calls per minute. ## Preventative Measures We improved the coverage of our automated tests to include the rate limiting configuration. Additionally, we are improving our monitoring to alert earlier on blocked login requests due to rate limiting.

Some users may experience problems while logging in to our application. Our team is working to identify the root cause and implement a solution.

## Incident Description Between April 30 and May 9, customers using non-English display languages experienced unexpected changes in the translation of key product terminology. This affected the user experience by presenting unfamiliar translations for commonly used terms. ## Incident Resolution Upon receiving customer feedback about problematic translations, we immediately reverted all the translation changes. By May 9, all affected translations were restored to their original state. ## Root Cause Analysis The incident occurred during the transition to a new translation management system and external professional translators. Up to this point, all translations were done internally by native speakers within SAP LeanIX. Due to limited capacity, the number of untranslated strings grew significantly over time and the introduction of new UI languages was not possible. During this transition, existing terminology was modified despite the context of established terms that had been provided. This resulted in technically correct but contextually disruptive translations. ## Preventative Measures To prevent similar issues in the future, we will: * Improve our translation review process before releasing updates * Create clearer guidelines about preserving established product terms * Strengthen communication between our team and translation service providers

On April 30th we extended our support for German, Spanish, French and Portuguese languages in SAP LeanIX. We identified some faulty translations and reverted those languages to the previous state. We apologize for any inconvenience this may have caused.

## Incident Description On 2025-04-29, between 15:57 and 16:30 UTC, trying to go to Inventory within SAP LeanIX was causing an error, preventing users from accessing fact sheets. This was caused by a software update that prevented users from accessing their fact sheets. ## Incident Resolution The incident was resolved by reverting back to the previous software version. ## Root Cause Analysis By releasing a change to consider customer roles when using workspace views, a bug was introduced that caused our application not load properly for customers without customer roles. This bug was caused by unexpected interaction between different parts or our code base. ## Preventative Measures We will analyze how to identify such problems upfront and will act accordingly to prevent such incidents in the future.

The Problem is resolved and EAM is fully functional.

We are continuing to investigate this issue.

Users may experience problem when trying to access the Inventory tab within EAM. Our team has identified the issue and working on resolving the problem.

## Incident Description Between 2025-05-07 13:55 and 2025-05-08 06:07 UTC, users of SAP LeanIX were not able to invite other users to a workspace. ## Incident Resolution The incident was resolved by a rollback, reverting the code change causing the issue. ## Root Cause Analysis The incident was traced back to a change in the frontend code, which switched the user search functionality to a new API endpoint. This switch was incompatible with the parameters used by user invitation functionality. ## Preventative Measures To avoid encountering similar issues in the future, we will enhance the scope of our automated tests to include the parameters used in API calls by the user invitation functionality.

This incident has been resolved, and the invitation of users to workspaces is working again.

It is currently not possible to invite new users into a workspace of our application. Our team is working to identify the root cause and implement a solution.

## Incident Description On May 5th, 2025, at 11:58 AM UTC, users encountered login issues while trying to access the SAP LeanIX. The issue only affected customers who authenticated using their LeanIX credentials. Customers who logged in via single sign-on \(SSO\) were not affected. ## Incident Resolution By 12:30 PM UTC on the same day, the problematic code was reverted, successfully restoring functionality. ## Root Cause Analysis The incident was traced to a bug within a newly released logging extension, which was intended to enhance monitoring capabilities in our authentication stack. This bug failed to validate certain properties during the login attempt, resulting in exceptions in the subsequent code. ## Preventative Measures The automated test suite will be extended to cover logging extension runtime issues on the application framework level.

On May 5th, 2025, at 11:58 AM UTC, users encountered login issues while trying to access the SAP LeanIX. The issue only affected customers who authenticated using their LeanIX credentials. Customers who logged in via single sign-on (SSO) were not affected.

## Incident Description On April 30, 2025, from 07:01 to 08:25 UTC, users in the EU region experienced errors when trying to access the Inventory section in SAP LeanIX. This issue prevented access to fact sheets. The problem occurred because a faulty software component was automatically deployed during scheduled maintenance. ## Incident Resolution We resolved the issue by rolling back to the previous version of the software component. ## Root Cause Analysis The release process selected a faulty software component for deployment. The component had been manually excluded from the release but was still included due to a process oversight. ## Preventative Measures By reviewing our internal processes, we identified and started working on the following preventative measures: * Improving the deployment rollback process to prevent faulty software components from being selected for future deployments.

This incident has been resolved. We appreciate your patience and understanding.

We have implemented a fix and have seen full recovery of functionality. We will continue to monitor the situation.

We are currently experiencing a service disruption in for several customers in EU region. Our team is working to identify the root cause and implement a solution. We will send an additional update in 30 minutes.

## Incident Description On 2025-04-28, between 11:45 and 12:00 UTC, some users of SAP LeanIX in EU region were not able to load dashboards nor search for fact sheets. ## Incident Resolution The incident was resolved by restarting the storage infrastructure within EU region. ## Root Cause Analysis The partial outage was caused by an increased usage of SAP LeanIX storage infrastructure. ## Preventative Measures To prevent similar incidents in the future, we aim to improve in the the following areas: * We increased the allocated resources dedicated for the product storage infrastructure. * We are investigating the usage patterns and are working on optimizing queries and usage patterns of our storage infrastructure.

Some services of EAM had a temporary disruption in EU region between 11:45 AM and 12:00 PM UTC. All services are fully functional now.

## Incident Description On 2025-04-28, between 12:40 and 14:14 UTC, editing fact sheets through the table view was not possible within SAP LeanIX. When users tried to save the changes made on multiple fact sheets through Inventory’s table view, they received an error. ## Incident Resolution Our team identified and mitigated the issue. The degraded service experience was resolved at 14:14 UTC. ## Root Cause Analysis A missing check for empty data caused an error when the users tried to save the changes made through the fact sheets table view, leading to an error message being shown to the users. ## Preventative Measures After the incident, we took steps to understand why we were unable to catch the error earlier. We have identified areas for improvement and are currently working on: * Improving processes for faster time to recovery. * Improve test coverage on our frontend components.

Editing fact sheets through the table view was not possible within SAP LeanIX. When users tried to save the changes made on multiple fact sheets through Inventory’s table view, they received an error.

## Incident Description On April 30, 2025, at 11:30 AM, users encountered login issues while trying to access the LeanIX platform. The Issue only affected non SSO customer. ## Incident Resolution By 11:53 AM on the same day, the problematic code was rolled back, successfully restoring functionality. The issue was subsequently resolved and redeployed without any further complications. ## Root Cause Analysis The incident was traced back to a bug in the user validation process that was introduced in preparation for the LeanIX sign-in rollout and its enhanced capabilities. This bug caused our User Management system \(MTM\) to reject logins from the LeanIX sign-in process. ## Preventative Measures The bug originated from an authentication workflow that involved multiple services. We will ensure the tests in the involved services are matching the expected interface contract.

This incident has been resolved. We appreciate your patience and understanding.

We have implemented a fix and have seen full recovery of functionality. We will continue to monitor the situation.

We are continuing to investigate this issue.

Some users may experience problems while logging in to our application. Our team is working to identify the root cause and implement a solution. We will send an additional update in 15 minutes.

## Incident Description From 2025-04-16 13:10 UTC to 2025-04-17 11:36 UTC, users of the SAP LeanIX MS Teams Chatbot were unable to log in due to a missing configuration update on the Azure Bot resource. This issue affected all users of the Microsoft Teams application. During the incident, users were unable to authenticate, switch workspaces to enable notifications, or use search functionalities for fact sheets within the chatbot. ## Incident Resolution We applied a configuration fix to the Azure Bot resource to restore proper authentication. Once the fix was implemented, the incident was resolved, and users regained full access to chatbot functionality. ## Root Cause Analysis The root cause was a misalignment between the configuration of our internal system and the Azure resource, resulting from a missed synchronization step. ## Preventative Measures We have enhanced internal documentation and configured automatic trigger updates to the MS Teams Chatbot Azure resource when infrastructure changes occur. This reduces the risk of future missed updates.

This incident has been resolved.

## Incident Description On April 04, 2025, between 12:33 PM and 13:18 PM UTC, the list of integrations did not load. ## Incident Resolution We identified a failing service belonging to an integration that was under development and placed it behind a feature flag to prevent it from being called.. ## Root Cause Analysis We discovered that fetching one of the integrations, which is still under development, failed because the backend service was down. This issue prevented the display of other integrations as well. ## Preventative Measures We improved the error handling for the integrations list so that if any specific request fails, it won't break the entire page; it will only prevent that particular integration from being displayed. This approach also gives us the ability to track failures for each integration, thereby enhancing observability and reducing the time to take action.

This incident has been resolved. We appreciate your patience and understanding.

We have implemented a fix and have seen full recovery of functionality. We will continue to monitor the situation.

We are currently experiencing a service disruption in the Integrations page. Our team is working to identify the root cause and implement a solution. We will send an additional update in 60 minutes.

## Incident Description On April 14, 2025, between 11:51 UTC and 16:09 UTC, customers experienced issues with Excel exports in which default relations were missing from the exported data. This issue was introduced by a change made to label placeholder handling in the `import-export` service, as a follow-up to a previous fix related to the OData integration. ## Incident Resolution The issue was identified shortly after a customer report and was confirmed to be linked to a recent code change. The change was promptly reverted, and a fix was deployed across all regions by 16:09 UTC. The export functionality was restored, and the incident was marked as resolved after a brief monitoring period. ## Root Cause Analysis The placeholder update introduced in the `import-export` service unintentionally affected the export of default relations. The change was protected by a feature flag, but the behaviour with default relations didn't have enough test coverage. This allowed the issue to pass unnoticed until reported by a customer. ## Preventative Measures To prevent similar issues in the future, the following actions will be taken: * Improve test coverage to include default relations in export scenarios. * Conduct more thorough manual testing for critical features before deployment.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

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

We are currently investing an issue in the Excel and OData export functionality. At the moment, certain relations are being ignored in the export result (e.g. Parents, Successors). We will send an update on the issue in 30 minutes.

## Incident Description Between April 8, 10:35 AM UTC and 11:48 AM UTC, there was a degraded experience of our user interface for Surveys, Diagrams, Presentations, Reports and Transformations. ## Incident Resolution Our team identified the offending release and rolled it back. Service degraded experience was resolved at 11:48 UTC. ## Root Cause Analysis A broken user image component release in the morning caused a flaw in the internal dependency linking, leading to the error messages being shown to our users and user images not being rendered on the page. ## Preventative Measures After the incident, we took steps to understand why we haven't caught the error earlier in our deployment pipeline. We have identified areas for improvement and are currently working on: * Improving our testing strategy to catch such dependency related failures * Improving processes for faster time until recovery

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

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

We are continuing to investigate this issue.

Users may encounter errors when accessing Reports, Diagrams, Surveys, and other menu items. Our team is working to identify the root cause and implement a solution.

## Incident Description On April 07, 2025, between 01:40 PM and 03:10 PM UTC, users were unable to set up or update a Signavio Integration in the EU region. ## Incident Resolution Redeploying the service successfully restored the availability of the functionality. ## Root Cause Analysis Parts of the Signavio integration became unavailable due to an unexpected surge in load, which exhausted available connections and rendered the service unresponsive. ## Preventative Measures We will scale up the resources allocated to this service to ensure it can reliably handle similar load levels in the future. We will continue to enhance our observability to detect and respond to connection issues more proactively and minimize impact.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Users may not be able to access the Signavio Integration Configuration UI. The root cause has been identified. Our team is working on a solution.

## Incident Description On Wednesday, April 9. In the period of 12:56 - 19:15 UTC Webhooks could not deliver events. After 19:15 UTC all events were processed and delivered without data loss. ## Incident Resolution We identified the broken release and rolled it back. Webhooks continued to deliver events again starting from 19:15 UTC. ## Root Cause Analysis The broken release changed the order of initialisation for components in Webhooks. This caused events to be stuck without being processed. ## Preventative Measures To prevent similar incidents in the future, we aim to improve in the the following areas: * We will improve our observability to react earlier when the event delivery is not working properly. * We will enhance our existing tests to detect broken event delivery before it reaches production.

The incident has been resolved. All webhooks events were processed and are being delivered.

We have identified delays in webhooks deliveries and are now processing through the backlog of events. We will send an additional update in 30 minutes.

## Incident Description On March 9th, 2025, from 12:20 UTC to 13:15 UTC, the functionality of searching for all tags was disrupted across all regions. This issue primarily affected users' ability to list all available tags in the dropdown menu in the Factsheet Details view while trying to add a tag to a Fact Sheet. ## Incident Resolution The issue was discovered early after the deployment, and the change causing the problem was reverted. ## Root Cause Analysis An update to an underlying service for the tag search introduced unintended side effects. The issue was not caught earlier because our automated tests did not account for this specific scenario. ## Preventative Measures * Test coverage was improved by adding more integrations tests based on this regression, and other Front End inspired scenarios. * For such critical changes, we will widen the use of Silent Releases to compare new implementations with current ones. This will more accurately prevent introducing failures, before finally switching to the new implementations.

From 12:20 UTC to 13:15 UTC, the functionality of searching for tags was disrupted across all regions. This issue primarily affected users' ability to add tags to Fact Sheets on the Fact Sheet details page. The responsible team swiftly identified the root cause and implemented a fix, restoring normal functionality by 13:15 UTC.

## Incident Description On 2025-04-03, between 7:30 and 12:17 UTC, the SAP LeanIX MS Teams Chatbot experienced an outage due to a misconfiguration in the deployment. This impacted all users of the Microsoft Teams application, and during this period, users were unable to receive responses to queries submitted to the SAP LeanIX MS Teams Chatbot. ## Incident Resolution We deployed a fix with the correct configuration, bringing the service back online. The SAP LeanIX MS Teams Chatbot is now functioning as expected. ## Root Cause Analysis The outage occurred after we deployed changes to production that included a misconfiguration in the deployment configuration, which led to the service disruption and SAP LeanIX MS Teams Chatbot downtime. ## Preventative Measures To prevent similar incidents in the future, we aim to improve in the the following areas: * We will enhance the tests to detect the failures in the deployment configuration files * We will invest more in monitoring and alerting to catch deployment configuration failures * We will improve the mitigation process to ensure a quicker response time

This incident has been resolved.

We are currently experiencing a service disruption in **Teams Chat Bot** Our team is working to identify the root cause and implement a solution. We will send an additional update in **60** minutes.

## Incident Description From March 24, 11:29 UTC, a change in the English translation model of Pathfinder introduced a new placeholder naming convention and modifications in the source language used for translations. These changes impacted: * The OData API, where labels with specific placeholders were not resolved, and field and relation names disrupted customer integrations. * Fact Sheet update notifications, where placeholders meant to render relation or field names were not properly resolved. While notifications were still sent, some contained unexpected values. This led to issues for customers whose integrations relied on exact values. The issue was mitigated by implementing a transformation layer in our OData API to ensure compatibility with previous naming conventions and re-translating specific labels. ## Incident Resolution * A fix was deployed on March 25 to address placeholder issues. * Affected customers were identified and contacted. * The initial change was not reverted; instead, a solution was implemented to maintain compatibility without requiring customer action. * On March 26, at 13:40 UTC, a fix was applied to the notification system at 08:47 UTC, followed by a fix for the OData API to ensure proper resolution of placeholders. ## Root Cause Analysis The translation model change introduced non-backward-compatible placeholders, which were not accounted for in our OData API. Additionally, customers were unaware of the changes affecting their integrations. There was no monitoring in place for translation model changes impacting downstream services. ## Preventative Measures To prevent similar incidents, the following improvements will be implemented: * **Testing & Monitoring:** Ensure translation model changes are tested against all integrations and establish alerts for changes affecting OData and Notifications. * **Incident Management:** Improve coordination between teams for faster response, treating functionality breaking changes as incidents with clear internal and external communication. * **Automation & Prevention:** Automate testing for translation model updates and strengthen the review process for transformation related changes. * **Detection:** Expand logging and alerting mechanisms to detect placeholder resolution issues earlier and proactively identify affected customers.

We have mitigated the problems with the OData integration in all regions.

We are currently experiencing issues with our OData integration in all regions. The root cause has been identified, and we are in the process of mitigating the problem. Further updates regarding this issue will be communicated shortly.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are currently experiencing a service disruption in our US hosting region. Some customers might not be able to access their workspaces. Our team is working to identify the root cause and implement a solution. We will send an additional update in 60 minutes.

## Incident Description On March 20, 2025, between 9:25 UTC and 10:35 UTC, a limited number of SAP LeanIX customers across seven regions were unable to manually create fact sheets. An error message appeared, indicating that recommendation details could not be loaded, blocking the manual fact sheet creation process. ## Incident Resolution The issue was successfully resolved by reverting the code changes that caused the problem. ## Root Cause Analysis The recommendation system interacted with a downstream service utilizing features not yet launched. ## Preventative Measures We will enhance our automated checks to detect the usage of features that have not yet been released before deploying to production. Additionally, we are refining our alerting system to detect the degradation of the recommendation system more swiftly.

On March 20, 2025, between 9:25 UTC and 10:35 UTC, a limited number of SAP LeanIX customers across seven regions were unable to manually create fact sheets. An error message appeared, indicating that recommendation details could not be loaded, blocking the manual fact sheet creation process.

## Incident Description On March 14, 2025, between 12:41 UTC and 13:31 UTC, SAP LeanIX customers across all regions experienced an error message when opening the fact sheet details page. The message left the users with the assumption that the page was broken. Even after acknowledging the error, the page was operational. The error message was only shown to users who accessed the page with a VIEWER-only role. ## Incident Resolution The issue was resolved successfully by providing a fix for the broken sidebar component that caused the error to be shown. ## Root Cause Analysis The issue was introduced when changing a sidebar component that did not initialize properly for users in the VIEWER role under certain conditions. ## Preventative Measures We will enhance test coverage for users with least-privilege access and expand our efforts to identify improperly initialized components using static code analysis.

We had a temporary disruption on the Fact Sheet details page of all workspaces, between 13:33 MEZ & 14:41 MEZ. This has been mitigated and resolved. We will investigate thoroughly how to avoid this affecting our customers in the future. Our apologies for the inconvenience.

## Incident Description On March 18, 2025 between 10:18 and 13:36 UTC, SAP LeanIX customers who have KPIs widget on their dashboards, were unable to see KPIs widget content. ## Incident Resolution The incident was resolved by reverting the code changes and deploying a previous version of the application. This allowed users to access their KPIs widget content. ## Root Cause Analysis The regression happened due to an unexpected side effect of Angular dependency injection mechanism. ## Preventative Measures We are enhancing the automatic test suite to identify dependency injection issues before the deployment to the production environment.

This incident has been resolved.

We have implemented a fix and have seen full recovery of functionality. We will continue to monitor the situation.

We are currently experiencing a service disruption in Dashboards that contain KPI panels. Our team is working to identify the root cause and implement a solution. We will send an additional update in 15 minutes.

## Incident description Multiple customers in the EU, US, DE, UK, CA, AU, and CH regions noticed duplicated survey runs due to a bug in the fact sheet scope change logic. This logic keeps all relevant fact sheets and subscribers attached to a dynamic survey run. The bug was deployed for several days, from Feb 7, 2025 07:38 UTC to Feb 18, 2025 08:18 UTC, before reverting to the previous version. There was no data loss, but email notifications about a changed survey scope were sent out as a result. ## Incident resolution ### Service We reverted the changes that caused the issue. It was resolved at Feb 18, 2025 08:18 UTC. ### Data Preservation Since duplicated database records were introduced, we started addressing them. The mitigation plan was rolled out in several steps from Feb 18, 2025 08:18 UTC to Mar 7, 2025 10:59 UTC. ## Root Cause Analysis There were two issues at play: * Moving to the new fact sheet scope change * Prematurely applying performance improvements ### New fact sheet scope change logic We switched from the original implementation of the fact sheet scope change to the new implementation to solve performance issues. Once we switched, we failed to notice the irregular behavior of one edge case in the business logic. As a result, duplicate fact sheets were added to the survey scope for numerous poll runs. ### Performance improvements With the removal of the survey scope change bug, our service experienced a high load, which could potentially impact other services. We decided to quickly apply small adjustments to the same logic to improve performance. We did not consider the potential side effects of the change, and as a result, we had a duplicate fact sheet added to a survey run. ## Preventive measure Four things we will take out of this: * We will invest more in monitoring and alerting to catch anomalies that go against business logic, like allowing duplicated fact sheets within a survey run * We will improve the mitigation process to ensure a quicker response time * We will invest more into tests to cover edge cases * We will improve the assessment of rollouts to identify how impactful a change is and where potential issues can occur

This incident has been resolved. We appreciate your patience and understanding.

Most regions are fully operational again now. We're continuously working on restoring functionality in the remaining regions.

At the moment, changes in survey scope are not detected automatically and notification emails regarding such changes are not sent out. While we're working on restoring this functionality, please use the functionality to manually "Check for Changes" as described in the documentation: https://docs-eam.leanix.net/docs/managing-surveys-and-viewing-results#viewing-survey-results.

Duplicate survey runs have been cleaned up in most workspaces. The team is working on finalizing the cleanup in the remaining workspaces and monitoring the overall situation.

The root cause of the issue has been identified and fixed. The team is still working on cleaning up the remaining duplicate survey results that have been created erroneously.

Customers may see empty survey runs shown as the current survey result, which show zero completion and no progress. These empty runs are duplicates and the actual survey results are still accessible through the survey history. No data was lost. The team has identified the root cause of the problem and is working to address the duplicate survey runs.

This incident has been resolved.

We have implemented a fix and have seen full recovery of functionality. We will continue to monitor the situation.

We are currently experiencing a service disruption in the Diagrams Lucidchart integration. Our team is in contact with the service provider to mitigate the issue.

## Incident Description On March 05, 2025, between 12:30 and 15:45pm UTC, several workspaces hosted on the [http://us-9.leanix.net](http://us-9.leanix.net/) instance were not usable. Users were stuck on an unskippable error and couldn’t browse their workspace. ## Incident Resolution The incident was resolved by upgrading our software to the latest version on the [http://us-9.leanix.net](http://us-9.leanix.net/) instance. ## Root Cause Analysis A misconfiguration on the [http://us-9.leanix.net](http://us-9.leanix.net/) instance prevented it from getting automatically updated to the latest version. This version mismatch, followed by a new deployment of one of our service, caused the unskippable error in the workspaces. ## Preventative Measures Introducing new internal alerting to ensure all of our instances are always running on the expected version of our services.

Some users in US may experience problems while logging in to our application. Our team is working to identify the root cause and implement a solution.

## Incident Description On March 05, 2025 between 20:14 and 20:39 UTC, workspaces hosted on the [ca.leanix.net](http://ca.leanix.net/) instance were inaccessible via the UI or APIs. ## Incident Resolution The incident was resolved by stopping two long-running background jobs. ## Root Cause Analysis Two long-running background jobs were conflicting and blocking each other, leading to an exhaustion of server resources that caused the downtime. ## Preventative Measures We introduced logic to prevent such conflicting jobs to run at the same time. Additionally, we have adjusted our alerting configuration to be notified early of resource shortage situations.

We are currently experiencing a service disruption in CA region. Our team is working to identify the root cause and implement a solution.

This incident has been resolved. We appreciate your patience and understanding.

Users may see duplicated fact sheets in a Survey run. Our team is working on resolving the duplicates, preserving the survey answers and make the data consistent.

Customers were unable to use the diagram editor. This was caused by a faulty version of our diagrams application that was deployed on our production instances. The team identified the faulty version and reverted back to the previous version immediately. There is no data loss caused by this. The issue was resolved at 11:00 GMT+1.

## Incident Description On February 6th, the [Reference Catalog](https://docs-eam.leanix.net/docs/reference-catalog) in region DE had inconsistent catalog items between `02:30` and `23:10 UTC`. Those items remained visible in the catalog with incorrect names. As a result, those items appeared in recommendations when creating new fact sheets, and also when linking fact sheets to the catalog. The incident impacted Reference Catalog items for Applications, IT Components and Providers in the the following views: * SAP & SaaS Discovery Inbox * The Reference Catalog linking views * The recommendations within the new fact sheet creation form ## Incident Resolution The Reference Catalog of the affected region was appropriately fixed, removing the entries with incorrect names and restoring the Reference Catalog with the correct items. ## Root Cause Analysis The indexing of the data in the Reference Catalog backend was not up-to-date, leading to incorrect synchronization steps that resulted in the creation of items with incorrect names. ## Preventative Measures A safety mechanism has been introduced to avoid mass creation of catalog items.

This incident has been resolved.

Mitigation is progressing. However, inconsistent names can still show up as we are working towards the final resolution.

We are experiencing inconsistent names provided by our reference catalog for Applications, IT Components, and Providers. The impact is affecting the following views: SAP & SaaS Discovery Inbox, reference catalog pages, and new fact sheet creation form (recommendations). Workspaces that have name synchronization configured, will get inconsistent names on fact sheets synchronized as well, nevertheless, this will be automatically corrected. This issue affects only the DE region. Our team is actively working to resolve this issue as quickly as possible. We apologize for any inconvenience this may cause and appreciate your patience. We will send an additional update in 120 minutes.

We are still working on to resolve the issue.

We are currently experiencing inconsistent synchronization of the reference catalog for Applications, IT Components, and Providers. This issue affects only the DE region. Our team is actively working to resolve this issue as quickly as possible. We apologize for any inconvenience this may cause and appreciate your patience. We will send an additional update in 120 minutes.

## Incident Description On February 18, 2025 between 10:15 and 10:30 UTC users were not able to log in certain workspaces in the EU region. ## Incident Resolution The incident was automatically recovered once the underneath service was able to handle traffic again. ## Root Cause Analysis Due to an internal index refresh of our search service, a high load episode was introduced in our infrastructure. This led to the situation that the service could not handle any traffic until the load decreased and the systems automatically recovered. ## Preventative Measures We’ve increased the resources available to that service so that it’s able to handle such load in the future. We’ll explore additional alerting options to prevent this situation from happening again.

This incident has been resolved.

The issue has been resolved now and the team is actively monitoring the situation.

Some users may experience problems while logging in to our application. Our team is working to identify the root cause and implement a solution. We will send an additional update in 30 minutes.

## Incident Description On February 17, 2025 between 10:30 and 13:00 UTC tag group filters were not visible within the inventory filters. As a result and during that period, users were not able to use any tag group filters when filtering fact sheets on the inventory view. ## Incident Resolution The incident was caused by a software release which was reverted and the previous version deployed. ## Root Cause Analysis The root cause of the problem was an unexpected side affect of a change meant to prevent errors while creating tag group filters in the inventory. ## Preventative Measures We’ve extended our test coverage to prevent introducing such regressions when working with tag group filters.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Currently, tag filters are not shown in the Inventory, Reports & Diagrams. The team is actively investigating the issue. We will send an additional update in 30 minutes.

## Incident Description Multiple customers in EU, US, DE, UK and CH regions were not able use [Collections](https://docs-eam.leanix.net/docs/collections) across Diagrams, Reports and Dashboards. Service degradation lasted from Jan 17, 2025 09:25 UTC to Jan 17, 2025 09:52 UTC \(27 mins\). There was no data loss. ## Incident Resolution We reverted changes that caused the issue. It was resolved at Jan 17, 2025 09:52 UTC. ## Root Cause Analysis We introduced a new feature to navigation item search API endpoint. Even though we had tests in place, one of the cases was not covered and caused an issue when a specific parameter was included in the API request. ## Preventative Measures We will extend our testing strategy by including additional test types and canary releases to prevent similar regressions in the future.

Multiple customers in EU, US, DE, UK and CH regions were not able use Collections across Diagrams, Reports and Dashboards. Service degradation lasted from Jan 17, 2025 09:25 UTC to Jan 17, 2025 09:52 UTC (27 mins). There was no data loss.

This incident has been resolved.

Users in EU may have experiencing degraded performance in the Automations Service, with a processing delay of more than a day. The root cause has been identified, and a solution has been implemented. The processing delay is decreasing. We are monitoring the situation.

This incident has been resolved.

We are continuing to monitor for any further issues.

A fix has been implemented and we are monitoring the results.

Users may experience degraded performance in Survey. Our team is working to identify the root cause and implement a solution.

Between 16:39 to 17:21 UTC, all Pathfinder API endpoints (see https://app.leanix.net/openapi-explorer/) were unreachable in the eu-7 instance due to a depletion of server resources.

## Incident Description On January 21st, between `16:06` and `17:19 UTC`, one of our database management systems \(DBMS\) in `westeurope` experienced multiple failovers due to high load. The load was caused by an event replay of our event-carried state transfer system. The repeated failovers led to a brief downtime of the DBMS. Several services simultaneously executed the replay process, inadvertently placing excessive pressure on the DBMS. The incident caused degraded performance and temporary service disruptions for our customers for the following business capabilities: * `diagrams` * `storage` * `todos` * `transformations` * `automations` ## Incident Resolution To address the issue, we increased the SKU of the affected DBMS to a higher capacity tier, providing additional resources to handle the increased load during event replay scenarios. This adjustment immediately stabilized the system and prevented further failovers. ## Root Cause Analysis An event replay reprocesses historical events from an event log to rebuild the current state of a system. It is commonly used for synchronization in asynchronous systems. In this particular case, the event replay was necessary to enable new features in our product. However, we did not anticipate the capacity requirements ahead of time, as previous replay runs for partitions in the same region had not caused similar levels of load. The replay introduced unexpected pressure due to differences in partition size, leading to the incident at hand. ## Preventative Measures To prevent similar incidents in the future, we aim to improve in the following areas: 1. **Capacity Management**: Better forecasting to ensure the DBMS can handle increased loads. 2. **Visibility**: Enhanced monitoring to detect potential issues earlier. 3. **Service Distribution**: More even distribution of load across DBMS instances. 4. **Replay Orchestration**: Smarter scheduling to avoid concurrent high-load events. These actions will help us build a more resilient system and ensure reliable performance as we continue to scale.

This incident has been resolved.

Users may experience degraded performance in EAM. Our team is working to identify the root cause and implement a solution. We will send an additional update in 60 minutes.

### Incident Description Between 2025-01-14 15:03 UTC and 2025-01-15 05:55 UTC users experienced that completion scores on Business Capability fact sheets showed a lower value than expected. ### Incident Resolution We deployed a fix that changed the completion score shown in the fact sheet details page, in reports, dashboards and Excel exports back to its expected value. However, for some workspaces it could take multiple hours to propagate the updated completion score to the secondary data store that feeds the search and the table view in the inventory. ### Root Cause Analysis We rolled out a modification to the meta model of the Business Capability fact sheet to introduce [new fields that we announced before](https://updates.leanix.net/announcements/introduction-of-fields-to-business-capabilities). However, we missed detecting in our code review that a new field had a default [completion weight](https://docs-eam.leanix.net/docs/fact-sheet-completeness#modifying-the-completion-weights) of 1, which reduced the overall completion score of all Business Capability fact sheets in all workspaces. ### Preventative Measures We plan to be more diligent when we introduce new fields to fact sheets. For meta model modifications governed by SAP LeanIX the default completion weight will be 0 instead of 1.

All completion scores on business capabilities have been restored.

75% of all workspaces have been reverted to the correct completion score in the inventory list and table view. We expect all workspaces to be corrected at 7 am UTC tomorrow.

We fixed the completion scores on the fact sheet details page and in reports. We are currently rolling out the same fix for the inventory list and table view. We will send an update in approx. 2 hours.

Users experience an unintended change of the completion score on Business Capability fact sheets. We are in the process of reverting this change. We will send an additional update in 2 hours.

## Incident Description On December 20th, Survey and Navigation service faced a partial disruption in some regions for approximately 84 minutes `[09:33 UTC] - [10:57 UTC]`. Some customers experienced degraded performance, where requests to the database were either failing or taking longer to execute, resulting in certain actions, such as navigation and surveys, not being completed as expected. ## Incident Resolution A fix was implemented on December 20, 2024, at 10:27 UTC, restoring the services to full operational status. No data was lost during the disruption. ## Root Cause Analysis We implemented an enhancement in Surveys aimed at improving service monitoring and observability. However, this change significantly utilized infrastructure resources, leading to performance degradation in some other services. ## Preventative Measures * Enhanced our observability best practices to manage such cases better.

The incident has been resolved.

The root cause has been identified, a fix has been deployed, and we are monitoring the result.

The root cause is found and we are monitoring the result.

Users may experience degraded performance in various product capabilities. Our team is working to identify the root cause and implement a solution. We will send an additional update in 60 minutes.

## Incident Description On December 13th, the Webhooks service faced a disruption in all regions. **Duration:** `[10:08 UTC] - [10:24 UTC]` ~ 16 minutes Customers were not able to see existing webhooks, nor modify them. Event deliveries were also delayed during the disruption. The incident was related to the Webhooks disruption on December 12th. ## Incident Resolution We rolled back the changes we made on both the days. No data was lost during the disruption. ## Root Cause Analysis We introduced an improvement in the Webhooks service, which was related to authentication against endpoints. This change broke the authentication with the service, and hence all inbound calls were failing. ## Preventative Measures We have already improved testing strategy for this case and will continue to improve in the future.

Webhooks service faced a disruption from 10:08 UTC to 10:24 UTC in all regions. Impact: Subscription management was not accessible and events delivery was delayed. No data loss happened.

## Incident Description On December 12th, the Webhooks service faced a disruption in all regions. **Duration:** `[15:01 UTC] - [15:25 UTC]` ~ 25 minutes Customers were not able to see existing webhooks, nor modify them. Event deliveries were also delayed during the disruption. ## Incident Resolution We rolled back the changes we made on both the days. No data was lost during the disruption. ## Root Cause Analysis We introduced an improvement in the Webhooks service, which was related to authentication against endpoints. This change broke the authentication with the service, and hence all inbound calls were failing. ## Preventative Measures We have already improved testing strategy for this case and will continue to improve in the future.

Webhooks service faced a disruption from 15:01 UTC to 15:25 UTC in all regions. Impact: Subscription management was not accessible and events delivery was delayed. No data loss happened.