Autodesk Support

Incident Report for Autodesk Health Dashboard

Postmortem

AUTODESK EVENT ANALYSIS
Incident Number: #COE-INC117272
Incident Date: April 7, 2025

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Summary
On April 7, 2025, between 9:00 AM PDT and 10:35 AM PDT, Autodesk experienced an issue that caused customer support case statuses to be reflected inaccurately. Upon further investigation, it was found that the impact was limited to 4 external customers' cases. This incident has been resolved.

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Impacted Services

Salesforce

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Root Cause

Wolken Case API was updating the Salesforce case status, in addition to Case comment updates.

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Autodesk Actions
Autodesk has completed a post-incident analysis of the event and identified actions to be taken. These include the following:

Wolken Case update API was updated.
Further improvements under review.

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Thank you for your patience and understanding.

Posted Apr 17, 2025 - 12:43 PDT

Resolved

The issue has been resolved. Thank you for your patience and understanding as we worked to resolve this issue.

Posted Apr 07, 2025 - 11:24 PDT

Update

We are continuing to investigate an issue where the incorrect status of customer support cases is displayed. We are actively looking into this and we will provide an update within 60 minutes or sooner if we have more information to share.

Posted Apr 07, 2025 - 11:18 PDT

Investigating

We are investigating an issue where the incorrect status of customer support cases is displayed. We are actively looking into this and we will provide an update within 60 minutes or sooner if we have more information to share.

Posted Apr 07, 2025 - 09:54 PDT

This incident affected: Autodesk Business Systems (Autodesk Support).

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