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Salesforce: Feature Service Disruption: Core Service

Affected components: Core Service61 instances

Timeline of updates

1. update2025-08-13 09:49 UTC

   We’re investigating a feature disruption impacting Service Cloud Field Operations across multiple production and sandbox instances. Customers will experience failures or HTTP 404 errors accessing and managing scheduling operations, including automated scheduling, manual scheduling, drag-and-drop functions and optimisation requests. This may result in missed appointments that rely on these jobs. Based on initial investigations, the incident was incorrectly classified as a service disruption, and we have now corrected it to a feature disruption. We are actively investigating recent changes to help identify the trigger. We’ll provide an update in 30 minutes or sooner if additional information becomes available.

2. update2025-08-13 10:22 UTC

   A recent release to the production and sandbox instances has introduced a version mismatch. We are rolling back the version on a test sandbox instance to check if this resolves the issue. We’ll provide an update in 30 minutes or sooner if additional information becomes available.

3. update2025-08-13 10:41 UTC

   We want to correct our earlier statement about performing a release rollback and apologize for any confusion it may have caused. We have noticed that some hosts did not restart as expected after the release. We are now performing a rolling restart on a test sandbox instance to see if this addresses the version mismatch issue. We’ll provide an update in 30 minutes or sooner if additional information becomes available.

4. resolved2025-08-13 11:04 UTC

   It was determined that some servers were not connecting as expected and were restarted. At 10:39 UTC, the rolling restart was complete. This reduced the 404 errors and resolved the issue. We apologize for how you and your business may have been affected by this incident.

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