On Tuesday 2nd May an issue was identified which had an impact on processes which enable Active Directory(AD) Group Sync.

When users who were within an AD group tried to book spaces which they should have had access to, rather than booking a space, the following message was displayed: 'You do not have permission to book this space'.

This issue prevented users from booking the space.

Friday 28th of April: alerted of the issue and investigation commences

Tuesday 2nd of May: Investigation concluded and resolution in progress

The issue was caused by an error with the Microsoft AD Sync feature.

A resolution was applied to realign the AD Sync processes.

Unfortunately due to the nature of the resolution, there are some users which are still historically being impacted and manual intervention via our technical team will be required to enable an immediate fix.

The AD Sync process will resolve itself automatically after a 5-day period from the first time the issue occurred for a specific user.

The automated resolution time per user is therefore different, but we appreciate that 5 days is not an acceptable timeframe and we have a manual intervention process in place to apply a specific user fix.

Please note that for users which are still experiencing this issue, it will resolve itself automatically after a 5-day period. We appreciate that is far from ideal. Therefore, we recommend that users continue to contact us via the support process with these issues which we are resolving with utmost urgency, with a target turnaround of 2 hours.

Rest assured that once users have had the issue resolved, either via the update, or manually, they will not be impacted by the issue again as we have added further mitigations to avoid this situation in the future.