Impact

At least two users encountered issues accessing the platform. The issue started on UTC-5 24-06-12 16:07 and was reactively discovered 1.6 months (TTD) later by a customer who reported through our help desk [1] that a white screen appeared when attempting to access the platform. The problem was resolved in 14 days (TTF) resulting in a total impact of 2.1 months (TTR) [2].

Cause

A user who was invited both at the group and organization levels only accepted the group invitation. This led to an issue where the system, which filters out organizations with pending invitations, displayed a white screen when the user tried to access the platform [3].

Solution

When a group invitation is accepted, an auto-approval process for organization invitations was implemented. Additionally, the frontend was updated to show a "Check your email" message to users who encounter this issue, ensuring they are properly informed and preventing the display of a white screen [4].

Conclusion

The incident highlighted the importance of considering all potential scenarios, such as pending requests, during the design and implementation phases. Addressing these scenarios is crucial to prevent user experience issues, such as the white screen, and to ensure a more seamless and intuitive interaction with the platform. INCOMPLETE_PERSPECTIVE