Several managed-service customers have reported a noticeable uptick in support issues since the v9.4 service desk release in early May. The common thread appears to be the re-architected ticket-processing engine introduced in this version.
Reports describe intermittent ticket-creation failures, automation rules not firing, and SLA timer problems — the kind of regressions that point to a significant architecture change going out without sufficient testing.
It is a reminder that major under-the-hood changes carry real risk, particularly for service teams who depend on these systems daily.
When you re-plumb the core of a ticketing engine, staged rollout and hard testing aren’t optional. The volume of issues here suggests the testing bar wasn’t met.