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Investigating assets unexpectedly moved from Folders to the Parent Workspace
Incident
Report for Smartsheet
Postmortem
On Wednesday, June 3, beginning at approximately 11:15 AM PDT, a platform configuration change caused sheets, reports, dashboards, and folders to be unexpectedly moved from their original folder locations to the top level of the workspace. Affected assets could not be manually moved by users during this period. The issue was identified at 1:28 PM PDT and the root cause was isolated and remediated at 2:10 PM PDT, stopping any further impact. The issue affected customers across North America, European Union, and Australia regions.
Our engineering team worked to identify and restore all affected assets back to their original folder structure. The restoration process was completed on June 5, at 12:53 PM PDT, with 99.98% of affected assets successfully returned to their correct locations. For any remaining items that may still appear out of place, they can safely be moved manually as needed. If you encounter issues when attempting to move items, need guidance, or if the volume is too large to address manually, please open a Support case at https://supportportal.smartsheet.com referencing "INC-1089" and our team will assist with restoration directly.
We sincerely apologize for the disruption this caused. We are making improvements based on our learnings from this incident to prevent similar issues in the future.
Resolved
We've identified and fixed the root cause of assets moving from Folders to the Parent Workspace. Our restoration process is complete and we have confirmed 99.98% of the affected assets have been returned to their correct locations.
If you find any misplaced assets, you have two options:
1. Move them manually – items can be repositioned directly within the platform.
2. Open a support ticket – if you encounter errors or high volume, reply to an existing ticket or open a new one to engage our support team
When contacting support, please include:
• Workspace ID
• Sheet ID(s) of affected assets
• Reference: INC-1089
We apologize for the disruption and appreciate your patience.
If you find any misplaced assets, you have two options:
1. Move them manually – items can be repositioned directly within the platform.
2. Open a support ticket – if you encounter errors or high volume, reply to an existing ticket or open a new one to engage our support team
When contacting support, please include:
• Workspace ID
• Sheet ID(s) of affected assets
• Reference: INC-1089
We apologize for the disruption and appreciate your patience.
Monitoring
We've identified and fixed the root cause of assets moving from Folders to the Parent Workspace. Our restoration process is complete and we have confirmed 99.98% of the affected assets have been returned to their correct locations.
If you find any misplaced assets, you have two options:
1. Move them manually – items can be repositioned directly within the platform.
2. Open a support ticket – if you encounter errors or high volume, reply to an existing ticket or open a new one to engage our support team
When contacting support, please include:
• Workspace ID
• Sheet ID(s) of affected assets
• Reference: INC-1089
We apologize for the disruption and appreciate your patience.
If you find any misplaced assets, you have two options:
1. Move them manually – items can be repositioned directly within the platform.
2. Open a support ticket – if you encounter errors or high volume, reply to an existing ticket or open a new one to engage our support team
When contacting support, please include:
• Workspace ID
• Sheet ID(s) of affected assets
• Reference: INC-1089
We apologize for the disruption and appreciate your patience.
Update
We identified and fixed an issue that caused assets to move from Folders to the Parent Workspace. Users cannot move affected assets until they are restored to their original locations. We have processed the majority of affected assets, and the customers will see they have been restored to their prior locations. We are continuing to work on restoring the remaining assets to their original locations, and we will provide updates until we reach a monitoring status.
Update
We identified and fixed an issue that caused assets to move from Folders to the Parent Workspace. Users cannot move affected assets until they are restored to their original locations. We have processed some of the affected assets, and some customers will see they have been restored to their prior locations. We are continuing to work on restoring assets to their original locations, and we will provide updates until we reach a monitoring status.
Update
We identified and fixed an issue that caused assets to move from Folders to the Parent Workspace. Users cannot move affected assets until they are restored to their original locations. We have processed some of the affected assets, and some customers will see they have been restored to their prior locations. We are continuing to work on restoring assets to their original locations, and we will provide updates until we reach a monitoring status.
Update
We identified and fixed an issue that caused assets to move from Folders to the Parent Workspace. Users cannot move affected assets until they are restored to their original locations. We have processed some of the affected assets, and some customers will see they have been restored to their prior locations. We are continuing to work on restoring assets to their original locations, and we will provide updates until we reach a monitoring status.
Update
We identified and fixed an issue that caused assets to move from Folders to the Parent Workspace. Users will be unable to move affected assets until we restore them to their original locations. We have processed some of the affected assets, and some customers will see they have been restored to their prior locations. We continue to work on restoring assets to their original locations, and we will provide updates until we reach a monitoring status.
Update
We identified the issue responsible for the assets moving from Folders to the Parent Workspace and implemented a fix. Assets that were moved to the Parent Workspace as a result of this issue cannot be moved by users. We have restored some assets to their original locations, and some customers should begin to see assets in the correct folder structure. We are continuing to restore assets to their previous locations. Once assets have been restored to their original location, users will be able to move them. We will provide updates until we reach a monitoring status.
Update
We identified the issue responsible for the assets moving from Folders to the Parent Workspace and implemented a fix. Assets that were moved to the Parent Workspace as a result of this issue cannot be moved by users. We are continuing to restore assets to their original location, and some customers should begin to see assets in the correct folder structure. Once assets have been restored to their original location, users will be able to move them. We will provide updates until we reach a monitoring status.
Update
We have identified the issue responsible for the assets moving from Folders to the Parent Workspace and implemented a fix. Currently, assets that were moved as a result of this issue cannot be moved by users. We are continuing to work on restoring assets to their original location, and some customers should begin to see assets restored to their original locations. Once assets have been restored to their original location, users will be able to move them. We will provide updates until we reach a monitoring status.
Update
We have identified the issue responsible for the assets moving from Folders to the Parent Workspace and implemented a fix. Currently, assets that were moved as a result of this issue cannot be moved by users. We are continuing to work diligently to restore them to their original location. We will provide updates until we reach a monitoring status.
Update
We have identified the issue responsible for the assets moving from Folders to the Parent Workspace and implemented a fix. Currently, assets that were moved as a result of this issue cannot be moved by users. We are continuing to work diligently to restore them to their original location. We will provide frequent updates until we reach a monitoring status.
Update
We have identified the issue responsible for the assets moving from Folders to the Parent Workspace and implemented a fix. Currently, assets that were moved as a result of this issue cannot be moved by users. We are continuing to work diligently to restore them to their original location. We will provide frequent updates until we reach a monitoring status.
Update
We have identified the issue responsible for the assets moving from Folders to the Parent Workspace and implemented a fix. Currently, assets that were moved as a result of this issue cannot be moved by users. We are continuing to work diligently to restore them to their original location. We will provide frequent updates until we reach a monitoring status.
Update
We have identified the issue responsible for the assets moving from Folders to the Parent Workspace and implemented a fix. Currently, assets that were moved as a result of this issue cannot be moved by users. We are continuing to work diligently to restore them to their original location. We will provide frequent updates until we reach a monitoring status.
Update
We have identified the issue responsible for the assets moving from Folders to the Parent Workspace and implemented a fix. Currently, assets that were moved as a result of this issue cannot be moved by users, and we are diligently working to restore them to their original location. We will provide frequent updates until we reach a monitoring status.
Identified
We have identified the issue responsible for the assets moving from Folders to the Parent Workspace and implemented a fix. Currently, assets that were moved as a result of this issue cannot be moved by users, and we are diligently working to restore them to their original location. We will provide frequent updates until we reach a monitoring status.
Update
We are continuing our investigation into an issue with assets moving from Folders to the Parent Workspace. Our team is fully engaged in addressing the situation. We will provide frequent updates until we reach a monitoring status.
Investigating
We are continuing our investigation into an issue with assets moving from Folders to the Parent Workspace. Our team is fully engaged in addressing the situation. We will provide frequent updates until we reach a monitoring status.
Update
We are continuing our investigation into an issue with assets moving from Folders to the Parent Workspace. Our team is fully engaged in addressing the situation. We will provide frequent updates until we reach a monitoring status.
Components: Core App - Sheets, Reports, Dashboards - Degraded
Components: Core App - Sheets, Reports, Dashboards - Degraded
Identified
We have identified the issue responsible for the assets unexpectedly moved from Folders to the Parent Workspace and implemented a fix. We will provide frequent updates until we reach a monitoring status.
Update
We are continuing our investigation into an issue with assets moving from Folders to the Parent Workspace. Our team is fully engaged in addressing the situation. We will provide frequent updates until we reach a monitoring status.
Investigating
We are investigating an issue with assets moving from Folders to the Parent Workspace. Our team is fully engaged in addressing the situation. We will provide frequent updates until we reach a monitoring status.
This incident affected: Core Application (Sheets, Reports, Dashboards).