Between 2026-06-04 05:30 UTC and 2026-06-04 12:00 UTC, some customers experienced intermittent error messages when navigating the Autotask PSA user interface, which impacted their ability to view certain tickets.
Root Cause:
A recent product release (version 2026.3) introduced a defect that caused an error to appear under specific ticket grid and data configurations.
Incident Timeline:
Identified: 2026-06-04 07:00 UTC
Public Notification to the Status Page: 2026-06-04 07:55 UTC
Workaround posted to the Status Page: 2026-06-04 10:35 UTC
Resolved: 2026-06-04 13:00 UTC
Preventative Measures:
To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps:
Enhancements to Software Delivery Practices:
Expand regression test coverage for ticket-related workflows impacted by code changes
Introduce additional validation checks for optional or missing data scenarios prior to release
Require clearer developer and QA documentation of tested scenarios for all bug fixes
Enhancements to Quality Assurance:
Add targeted test cases for edge conditions involving incomplete or non-standard ticket configurations
Improve automated test coverage around UI data validation paths
Posted Jul 02, 2026 - 09:59 EDT
Resolved
This incident has been resolved.
Posted Jun 04, 2026 - 10:00 EDT
Monitoring
A fix has been implemented and we are monitoring the results.
Posted Jun 04, 2026 - 09:12 EDT
Update
Thank you for your patience while we continue to work on a fix for this issue.
A workaround to prevent the error messages has been confirmed. If you navigate within Autotask to the top right-hand corner:
My Account > My Settings > Reset Settings
Please note that when applying this change, many of your current settings will be reset. This includes certain column choosers, notification template defaults, search grid default criteria, and default checkbox/radio button selections.
Posted Jun 04, 2026 - 06:35 EDT
Identified
The issue has been identified and a fix is being implemented.
Posted Jun 04, 2026 - 06:04 EDT
Investigating
We are aware of a problem where error messages are being experienced when navigating the Autotask PSA UI.
The Kaseya R&D Team is actively investigating this behaviour.
This incident affected: Autotask PSA (Limited Release - LR01, United Kingdom Limited release - UKLR01, United Kingdom 1 - UK01, United Kingdom 2 - UK02, United Kingdom 3 - UK03, Europe and Asia - EU01, German (Deutsch) - DE01).