Incident Summary

On November 6, 2025, customers using SSO experienced a disruption to the e-signature approval process for Change Orders between approximately 14:30 UTC and 17:00 UTC.

Impact

• Change Orders requiring approval were unable to progress or complete.

• Users with SSO enabled experienced delays in document approval and associated workflows.

• No data loss occurred, and all affected documents remained securely stored.

Root Cause

A code change to routing transitions inadvertently disrupted the approval routing logic for Change Orders. The new code introduced an error in how routing transitions were evaluated for Change Orders. As a result, affected documents entered a continuous approval loop, preventing users from completing approval workflows. Specifically, the change to routing operations caused certain approval states to re-trigger instead of advancing to the next step in the approval process. This led to documents remaining perpetually in a “pending approval” state.

Resolution

The engineering team identified the faulty logic and deployed a fix to correct the routing evaluation condition. Once applied, Change Orders resumed normal processing and previously impacted approvals were successfully completed.

Preventive Actions

• Added automated tests for routing transition edge cases, including routing scenarios.

Status

The issue has been fully resolved. All systems are operating normally.

This incident has been resolved.

All impacted services are functioning normally.

Thank you for your patience and understanding.

A fix has been implemented, and we are closely monitoring the system to ensure full stability.

Please reach out to support@greenlight.guru if you continue experiencing issues.

We have identified the cause of the disruption.

We are currently implementing a fix and monitoring recovery.