Decision Manager Case Management Search Service Issue
Incident
Report for Cybersource
Postmortem
Clients and merchants can access the Post Incident Report with their Support Center login
credentials at the following link.
Resolved
The issue affecting the Enterprise Business Center Decision Manager Case Management search service has now been fully resolved. Cybersource is conducting an internal review of the events to mitigate future occurrences.
Reported Start Time: 19 March 2025
Reported End Time: 02:50 GMT, 19 March 2025
Impact: Customers are now able to use the Decision Manager Case Management search service as normal.
Next Update: No further updates, issue resolved.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource Support Center
Incident #: INC20261976
Reported Start Time: 19 March 2025
Reported End Time: 02:50 GMT, 19 March 2025
Impact: Customers are now able to use the Decision Manager Case Management search service as normal.
Next Update: No further updates, issue resolved.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource Support Center
Incident #: INC20261976
Monitoring
A fix has been implemented and we are monitoring closely to ensure the issue is resolved.
Impact: The issue has been mitigated and customers are now able to use the Enterprise Business Center Decision Manager Case Management search service as expected.
Reported Start Time: 19 March 2025
Next Update: As current status changes.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource Support Center
Incident #: INC20261976
Impact: The issue has been mitigated and customers are now able to use the Enterprise Business Center Decision Manager Case Management search service as expected.
Reported Start Time: 19 March 2025
Next Update: As current status changes.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource Support Center
Incident #: INC20261976
Identified
We have identified the issue affecting the Enterprise Business Center Decision Manager Case Management search service and we appreciate your patience as we work urgently to implement a mitigation.
Impact: Some merchants using Decision Manager hierarchy may not be able to view their cases, move queues, or assign cases.
Reported Start Time: 19 March 2025
Next Update: As current status changes
We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource Support Center
Incident #: INC20261976
Impact: Some merchants using Decision Manager hierarchy may not be able to view their cases, move queues, or assign cases.
Reported Start Time: 19 March 2025
Next Update: As current status changes
We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource Support Center
Incident #: INC20261976
Update
We continue to investigate the issue affecting the Enterprise Business Center Decision Manager Case Management search service and we appreciate your patience.
Impact: Some merchants using Decision Manager hierarchy may not be able to view their cases, move queues, or assign cases.
Reported Start Time: 19 March 2025
Next Update: As current status changes
We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource Support Center
Impact: Some merchants using Decision Manager hierarchy may not be able to view their cases, move queues, or assign cases.
Reported Start Time: 19 March 2025
Next Update: As current status changes
We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource Support Center
Update
We continue to investigate the issue affecting the Enterprise Business Center Decision Manager Case Management search service and we appreciate your patience.
Impact: Some merchants using Decision Manager hierarchy may not be able to view their cases, move queues, or assign cases.
Reported Start Time: 19 March 2025
Next Update: Within 60 minutes
We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource Support Center
Impact: Some merchants using Decision Manager hierarchy may not be able to view their cases, move queues, or assign cases.
Reported Start Time: 19 March 2025
Next Update: Within 60 minutes
We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource Support Center
Investigating
Cybersource is aware of an issue that is currently affecting the Enterprise Business Center Decision Manager Case Management search service.
We are investigating the cause and working urgently to resolve the issue.
Impact: Some merchants using Decision Manager hierarchy may not be able to view their cases, move queues, or assign cases.
Reported Start Time: 19 March 2025
Next Update: Within 60 minutes
We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource Support Center
We are investigating the cause and working urgently to resolve the issue.
Impact: Some merchants using Decision Manager hierarchy may not be able to view their cases, move queues, or assign cases.
Reported Start Time: 19 March 2025
Next Update: Within 60 minutes
We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated.
Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource Support Center
This incident affected: Portals (Case Management Search - Business Center).