Major incident

Cardiff University: Service Desk Ticketing System (ASM): Performance and Login issues

Affected: Service Desk Support (IT single point of contact)

Current status of Cardiff University: Operational — live Cardiff University status

Timeline

1. Apr 8, 2026, 09:54 UTC
   investigating
   We have been made aware of issues impacting the Service Desk ticketing system (ASM), including reports of very slow processing and not being able to complete the login process. The issue has been raised and escalated with our third-party provider, who are undertaking investigations. Issues with failing to log in can be intermittent, and so repeated attempts can sometimes result in success. We will provide updates as our provider proceeds with their investigations.
2. Apr 8, 2026, 10:12 UTC
   monitoring
   Our provider has completed their initial investigations, and have applied a remedy to fix the issues being experienced. Normal service has been restored, but performance is continuing to be monitored to ensure the fix has been fully effective.
3. Apr 9, 2026, 07:58 UTC
   monitoring
   Some reports continued regarding slower than expected operation of the service, and additional mediation has been attempted in response. Our engineers and our provider are continuing to monitor and assess the situation.
4. Apr 10, 2026, 15:44 UTC
   monitoring
   Further investigations were undertaken into the slow performance of the system, and our provider has recently identified what they believe to be the underlying root cause. Remediation has subsequently been applied, and normal service operation appears to have been restored, though monitoring will continue over the weekend.
5. Apr 13, 2026, 12:41 UTC
   monitoring
   Monitoring indicates that normal performance has been sustained since the fix was applied, but additional monitoring will continue through the rest of the day.
6. Apr 23, 2026, 14:28 UTC
   resolved
   This incident has been resolved.

Updates as published by Cardiff University (original).