What happened?

Between 03:25 UTC on 16 November 2025 and 21:35 UTC on 17 November 2025, customers using the Azure Portal experienced issues creating new support requests. The error occurred in the support case creation blade, preventing the normal workflow. Alternative methods such as CLI and PowerShell remained unaffected, and our incident communications during the incident included a workaround so that customers could still create new support cases if needed.

What went wrong and why?

A platform issue impacted the support case creation experience within the Azure Portal. Customers encountered an error page when attempting to create cases through the portal interface. The problem was triggered by a regression introduced during a recent client deployment. A bug in the 'nudge' component (an instructional module designed to guide users towards a recommended action) caused the solution blade to fail, leading to the error page and blocking the case creation workflow. The issue was first detected by our monitoring telemetry and customer reports on 17 November 2025, after which we rolled back to the previous stable version.

How did we respond?

• 07:44 UTC on 14 November 2025 – Deployment regression introduced.
• 03:25 UTC on 16 November 2025 – Impact began for customers.
• 17:10 UTC on 17 November 2025 – Issue detected via internal telemetry.
• 17:15 UTC on 17 November 2025 – Investigation started, engineering team engaged.
• 18:30 UTC on 17 November 2025 – Mitigation initiated: Rollback to previous stable version.
• 21:35 UTC on 17 November 2025 – Customer impact mitigated, full recovery confirmed.

How are we making incidents like this less likely or less impactful?

• We have rolled back the faulty deployment, and validated the safeguards that are in place. (Completed)
• We are strengthening our validation checks for user interface (UI) components, and improving deployment testing. (Estimated completion: January 2026)
• We are investing in enhanced monitoring for workflow regressions, and UI improvements to unblock customers from creating a ticket. (Estimated completion: January 2026)

How can customers make incidents like this less impactful?

• There was nothing customers could have done to avoid or minimize impact from this specific service incident.
• More generally, consider evaluating the reliability of your applications using guidance from the Azure Well-Architected Framework and its interactive Well-Architected Review: https://aka.ms/AzPIR/WAF
• For guidance on implementing monitoring to understand granular impact: https://aka.ms/AzPIR/Monitoring
• Finally, consider ensuring that the right people in your organization will be notified about any future service issues – by configuring Azure Service Health alerts. These can trigger emails, SMS, push notifications, webhooks, and more: https://aka.ms/AzPIR/Alerts

How can we make our incident communications more useful?

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