[Post Incident Review Report] Customers unable to create new support tickets


Summary
On Monday, September 5, 2016 at 1:24 PM UTC, customers reported being unable to create LCS support tickets. Microsoft engineers were able to restore service on Monday, September 5, 2016 at 8:30 PM UTC.

User Experience
When users attempted to submit a ticket through Cloud Powered support, they received the error message "We are sorry, but you cannot create an incident."

Customer Impact
All LCS customers worldwide

Incident Start Date and Time
Friday, September 1, 2016, 9:00 PM UTC

Date and Time Service was Restored
Monday, September 5, 2016, 8:30 PM UTC

Root Cause
The LCS portal experienced trouble connecting to Cloud services, which resulted in an outage. Further investigation determined LCS certificates on Cloud servers were corrupted after a recent failover began generating errors.

Next Steps
Dynamics engineering teams will implement monitoring to check LCS to cloud integration.


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