Kustomer outage, 5 November 2025
[TAGS] Issue with Searching and Using Tags [ALL PRODS]
- Started
- Resolved
- 5 Nov 2025, 09:19 UTC (after 40 min)
- Impact
- Not stated
Last update from Kustomer
## **Summary** A minor refactor to the search service introduced an unexpected dependency issue that caused several platform-level search features, including tag and shortcut searches, to fail temporarily. ## **Root Cause** The problem stemmed from a minor refactor that changed the order of internal operations within the search service. As a result, the system attempted to retrieve cluster information before the appropriate index was initialized. This caused requests for specific search contexts-such as tags, shortcuts, and snippets-to be routed incorrectly, leading to errors in those API calls. The impact was limited to searches using tag selection \(for example, in timelines, bul...
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