Autodesk Assistant

AUTODESK EVENT ANALYSIS
Incident Number: #COE-INC116734
Incident Date: March 19, 2025

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Summary
On March 19, 2025, between 2:40 PM PDT and March 21, 2025, at 8:18 AM PDT, Autodesk experienced an issue where customers trying to create support cases through Autodesk Account or autodesk.com using the Autodesk Assistant were impacted. During this time, case
creation attempts via Autodesk Assistant resulted in errors. Customers still had access to case creation from the Contact Support Portal and alternate contact modalities such as chat and scheduling a call from the Autodesk Assistant.

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Impacted Services

• Autodesk Assistant

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Root Cause

• A recent update to Autodesk Assistant introduced additional data fields for analytics and context enrichment in support case submissions.
• These changes required backend support from Salesforce, which was scheduled for a later release and not yet deployed in production.
• The mismatch in expected payloads between Autodesk Assistant and Salesforce led to errors in case creation.

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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:

• Improve observability, monitoring and alerting precision.
• Coordinate deployment timelines.
• Add conditional feature flags to control rollouts.

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Thank you for your patience and understanding.