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.