Problem
Customer reported being unable to use Kaptio - users could not add services or access itinerary functionality. The issue was described as a BLOCKER with the system being completely unusable.
What We Found
The issue was caused by a Salesforce platform incident on instance USA320 (Incident #20003490). Salesforce logged the incident with start time 2:50 pm UTC on Nov 28. This was not a Kaptio issue but a Salesforce infrastructure problem.
Solution
- Acknowledge the customer’s report and confirm you are investigating as a priority
- Log into the customer’s production org to verify the issue and test basic functionality (opening itineraries, adding services)
- Check status.salesforce.com for active incidents affecting the customer’s Salesforce instance
- If a Salesforce incident is found, share the incident link with the customer and explain the issue is on Salesforce’s side
- Keep the ticket open and monitor the Salesforce status page for updates
- Once Salesforce reports the incident as resolved, keep ticket open briefly to confirm stability
- Close the ticket after confirming no new issues are reported and system is stable
Notes
- To find a customer’s Salesforce instance, check the URL or org settings - instance name appears in the domain (e.g., USA320)
- Salesforce status page URL: https://status.salesforce.com/incidents/[incident-number]
- Issues may be intermittent during an outage - system may appear to work briefly then fail again
- This type of issue is outside Kaptio’s control - focus on communication and monitoring
Warnings
⚠️ Do not close the ticket immediately when Salesforce reports resolution - wait to confirm stability ⚠️ Be careful not to assume the issue is resolved just because it works for the support agent - the outage may be intermittent
Source: KHELP-12368