# Smartsheet: Major incident: Resource Management Advanced reports failing to create and refresh.

**Summary:** Smartsheet reported a major outage preventing Resource Management Advanced reports from being created or refreshed in the US Production environment, from 2026-02-17 16:08 UTC to 2026-02-17 18:55 UTC (2 h 46 min). A failure linking Resource Management Workflows to the main Data Shuttle engine caused the disruption; rolling back the most recent Data Shuttle deployment restored service. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-02-17 16:08 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/xdfyr06f5jkd](https://stspg.io/xdfyr06f5jkd)
- [Company: Smartsheet](https://rewindex.com/company/smartsheet.md)
- Versions: before (none: first archived) → after incident\_version:113/rddrhk7v8mrr@356b799c2f7b
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Resource Management Advanced reports failing to create and refresh.
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ postmortem
```

**4. Added: Start time**

```diff
+ 2026-02-17 16:08 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-02-17 18:55 UTC
```

**6. Added: Affected components**

```diff
+ Resource Management, Resource Management - Resource Management
```

**7. Added: Update** (investigating) · 2026-02-17 16:08 UTC

```diff
+ We are investigating Advanced Reports not being able to create new ones and also failing to refresh. Our team is fully engaged in addressing the situation. We will provide frequent updates until we reach a monitoring status.
```

**8. Added: Update** (monitoring) · 2026-02-17 16:29 UTC

```diff
+ A fix has been implemented and we are monitoring the results.
```

**9. Added: Update** (resolved) · 2026-02-17 18:55 UTC

```diff
+ This incident has been resolved.
```

**10. Added: Update** (postmortem) · 2026-02-19 13:49 UTC

```diff
+ On February 17th, 2026, a failure in the service linking Resource Management Workflows to the main Data Shuttle engine resulted in a service disruption for the Resource Management Advanced Reporting feature in the US Production environment. Service was restored by rolling back the most recent Data Shuttle deployment \(originally released five days prior\). While this action immediately resolved the issue, preliminary analysis indicates the root cause was likely a memory exhaustion issue within the service, rather than a defect in the deployment itself. The rollback effectively reset the service state, clearing the error. A comprehensive RCA is currently underway to pinpoint the source of the outage.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-02-17 16:08 UTC | Major incident: Resource Management Advanced reports failing to create and refresh. (this change) | outage |

All Smartsheet changes: [timeline](https://rewindex.com/company/smartsheet/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/ic962ceef753153 · Markdown: https://rewindex.com/change/ic962ceef753153.md · JSON: https://rewindex.com/api/v1/changes/ic962ceef753153 · Generated 2026-10-18T02:31:24.580Z