# Lightstep (ServiceNow Cloud Observability): Investigating - in App Virtual Agent is inaccessible.

- Impact (vendor’s label): minor
- Status: resolved
- Started: 2022-09-07 18:45 UTC · Resolved: 2022-09-08 03:07 UTC · Duration: 8.4 h
- Updates: 4 · Affected components: Incident Response
- [Vendor status page: https://stspg.io/gptjvcvvpvxm](https://stspg.io/gptjvcvvpvxm)
- [Company: Lightstep (ServiceNow Cloud Observability)](https://rewindex.com/company/lightstep.md)

## Timeline of updates

- **investigating** 2022-09-07 18:45 UTC: We are currently investigating the inability to access the Lighstep Incident Response Virtual and Live agents via the in-app Help icon. While we investigate this issue the Lightstep Incident Support Team is still available through our intercom channel found on https://lightstep.com/incident-response/docs at the bottom right of the page.
- **monitoring** 2022-09-07 21:56 UTC: Access to the Lightstep Incident Response Virtual and Live agents has been restored.
- **monitoring** 2022-09-08 03:07 UTC: The issue has been resolved and the Virtual agent/Live agent should be accessible through the Help icon.
- **resolved** 2022-09-08 03:07 UTC: Issue resolved.


---
Canonical: https://rewindex.com/company/lightstep/incidents/mtxcdg31mycc · Markdown: https://rewindex.com/company/lightstep/incidents/mtxcdg31mycc.md · JSON: https://rewindex.com/api/v1/companies/lightstep/incidents/mtxcdg31mycc · Generated 2026-10-20T01:30:45.310Z