Issues with rooms
Incident Report for Mews
Resolved
We restored all corrupted data of nested spaces based on the morning backup. We would like to ask you to check your timeline and space configuration. Please be aware the bug led to some colliding reservations created for your nested spaces structure and our support team will get in touch with the affected clients and help to identify them.
We sincerely apologize for the inconvenience the bug caused. We are going to evaluate all the steps that led to this situation as part of our postmortem process to avoid such incidents happening in the future.
Posted Jun 14, 2022 - 23:54 CEST
Update
The hotfix of assigning parent rooms to the spaces has been deployed. We are recovering the corrupted data prior to the deployment containing the bug which will take a few hours. If your operation is blocked by the wrong nested spaces configuration, please update the space structure manually by navigating to Menu-Settings-Property-Space configuration-Spaces - click on the space and select the parent room.
See the help page describing the parent space assignment on https://help.mews.com/s/article/how-to-set-up-a-parent-room?language=en_US
Note: Only users with the ''Create and manage space categories'' privilege are able to proceed with manual updates.
Posted Jun 14, 2022 - 21:40 CEST
Update
We found a bug with nested spaces and we are deploying the hotfix. In the meantime to mitigate the possible overbooking of those spaces, please set up the restrictions for them. We will update the status page once the hotfix is deployed so you can start setting back the nested spaces to the correct state. In the meantime, we are also working on restoring the corrupted data and fix nested spaces in batch.
Posted Jun 14, 2022 - 19:30 CEST
Identified
We have found a number of inconsistent rooms that were updated before we managed to fix the data. We are in the process of restoring the data from a backup, please do not update rooms in the meanwhile.
Posted Jun 14, 2022 - 19:03 CEST
Monitoring
We have fixed the underlying issues and we're monitoring the results.
Posted Jun 14, 2022 - 18:33 CEST
Identified
We have identified the last issue that was concerning parent/child space configuration and we're working on the fix. Please avoid manually fixing the data to avoid potential interference.
Posted Jun 14, 2022 - 18:18 CEST
Update
We have found and fixed the root cause for inconsistent data in room states and we're continuing our investigation.
Posted Jun 14, 2022 - 18:06 CEST
Investigating
We have identified a number of issues with rooms, we are investigating the cause. This includes unexpected behavior with room allocation, sudden change of room states, parent/child space configuration and the timeline in general.
Posted Jun 14, 2022 - 17:28 CEST
This incident affected: Operations.