[Post Incident Review Report] Unable to Access Dynamics AX Help


Post Incident Review Report

Summary
On Monday, March 14, 2016 at 2 AM UTC, internal monitoring detected an issue with the AX Help page following an update where users were unable to use the AX Help function or see the online Wiki. Engineers following established procedures to remove the update and service was restored on Monday, March 14, 2016 at 5:05 PM UTC.

User Experience
Users were unable to access the Dynamics AX Help Wiki.

Customer Impact
All users attempting to access the Dynamics AX Help Wiki.

Incident Start Date and Time
Monday, March 14, 2016, 2AM UTC.

Date and Time Service was Restored
Monday, March 14, 2016, 5:05PM UTC.

Root Cause
As part of our efforts to improve service health monitoring, an update was deployed to the AX Wiki site. However, the update that was applied was not compatible with the site contents and the site was reverted to its former state.

Next Step(s)
Engineers have upgraded monitoring in order to detect issues in a more timely manner. (Completed)
Update internal procedure for changes applied to Wiki sites. (In Progress)


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