Impact
At least one user experienced issues accessing the Knowledge Base. The issue started on UTC-5 25-10-23 14:08 and was immediately discovered by one of our monitoring tools, which alerted our team to the unavailability of the site. The problem was resolved in 43.2 minutes (TTF), resulting in a total window of exposure of 43.2 minutes (WOE) [1].
Cause
While exploring alternatives to implement redirects from the Knowledge Base to db.fluidattacks.com, to direct references from the KB to the new source of truth, we enabled the Cloudflare proxy. However, Zoho KB is not compatible with Cloudflare’s proxy. As a result, when the site was resolved through the proxy, it failed to load, making the Knowledge Base inaccessible [2].
Solution
The changes were reverted since it was not possible to configure the intended redirects while using the Cloudflare proxy [3].
Conclusion
After confirming with Zoho Support, we determined that external redirections are not supported. Therefore, only internal redirects within the same Knowledge Base will be implemented going forward. INCOMPLETE_PERSPECTIVE