Incident report 2025-08-18

Informations

Incident report
2025-08-18

Systems affected:
Citybreak Financials, Bookvisit Financials

Timeline:

14:30 – Issue reported regarding Citybreak and Bookvisit services

14:31 – Internal investigation initiated

14:31 – Root cause identified; offline storage volume

14:32 – Volume brought online, Financials database entered recovery mode

14:50 – Database fully online, booking functionally restored

Executive Summary:

At 14:30, one of our SQL servers lost connection to a storage volume. This impacted the Financials database, resulting in service disruption for Citybreak and Bookvisit booking systems. While the storage volume was quickly restored, the database entered recovery mode due to its size. The recovery process temporarily blocked new bookings until completion at 14:50, at which point all services returned to normal operation.

Description of the issue:

During scheduled maintenance by the Platform team, an unplanned disruption occurred on one of the cluster volumes hosting the Financials database. The volume went offline, which caused SQL Server to lose access to critical data. The volume was promptly brought back online, but the Financials database required a recovery consistency check before resuming normal operation. This recovery process delayed service restoration until 14:50.

Actions taken:

Restored the offline cluster volume to an online state.
Restored the offline cluster volume to an online state
Verified accessibility of SQL02 cluster.
Monitored database recovery process until completion.
Confirmed restoration of Citybreak and Bookvisit booking services

Boris Stancevic
Platform Engineer

4 services concernés:

Visit Group |  Kungsgatan 34-36 |  411 19 Göteborg |  Sweden |  +46 (0)31 38 06 000
www.visitgroup.com