Learn service disruption
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Summary: A change to the user authentication process in Learn caused issues with access, imports, and administration for some customers from 18/01/2024 to 23/01/2024. In some instances this also impacted other Kallidus applications using the same authentication. The issues were mitigated separately and a deep retrospective is underway.
Details: On 18/01/2024, a deployment introduced a change to the user authentication process in Learn, this in turn then used an incorrect configuration to direct users to their Identity Provider.
This caused some customers to experience issues with accessing Learn, including general login issues with SSO and username/password credentials, and issues with Learn administration. In some instances this also impacted other Kallidus applications using the same authentication. There were also knock-on effects to course imports, and user imports.
The majority of access issues were mitigated by 18/01/2024 18:00 GMT, and the issues with SSO and Learn administration were resolved on 23/01/2024 by 13:00 GMT.
The user imports, KUI tool, were also affected by this change, and access was restored on 22/01/2024 for affected customers.
A deep retrospective for this issue is already underway to identify areas for improvement and prevent similar incidents in the future.
Please accept our apologies for this disruption and any inconvenience caused.