Incident Overview
On 17 September 2026, Fenergo identified unexpected behaviour within the Conflict Resolution task related to a product change deployed on 9 September 2026.
In specific circumstances, when a Conflict Resolution task was completed, changes made to certain fields during the journey were not saved to the verified entity record as intended, which caused previously verified values remained in place. The issue occurred only where a specific combination of conditions was present, including where new entity information had been entered with no conflicting existing value, as described in further detail in Detailed Event Narrative below.
Fenergo investigated the matter and applied a corrective fix on 19 September 2026, preventing further occurrences.
Incident Date | 17 September 2026 |
Type of Event | Product change with unintended impact |
Service Affected | Fenergo SaaS (Conflict Resolution) |
Impact Start | 9 September 2026 |
Corrective Fix Applied | 19 September 2026 |
Status | Product change corrected; client review and remediation ongoing |
Detailed Event Narrative
On 9 September 2026, Fenergo deployed a product change affecting the Conflict Resolution task. The change corrected how current verified and draft values were displayed within the task. However, an existing dependency between the values displayed to the user and the logic used when saving those values was not identified as part of the change.
As a result, in specific circumstances where new entity information had been entered and there was no conflicting existing value, the new information was not saved to the verified entity record as intended when the Conflict Resolution task was completed. Instead, the previous verified values remained in place.
The unexpected behaviour was identified on 17 September 2026 and, following investigation, a corrective fix was applied on 19 September 2026, and Fenergo has identified no further occurrences since that date.
Identification of the matter did not mean that every Conflict Resolution task completed during the affected period resulted in the unintended impact. The impact occurred only where a specific combination of conditions was present.
Event Timeline
The following timeline summarises the key events from deployment of the product change through correction, impact analysis and notification.
Date | Event |
9 September | Product change deployed to the Conflict Resolution task. |
17 September | Unexpected behaviour identified and investigation commenced. |
19 September | Corrective fix applied to production, preventing further occurrences. |
19–25 September | Detailed analysis undertaken to determine the historical impact. |
25-29 September | Analysis refined to identify the specific affected journeys, entities and fields. In parallel, Fenergo developed the tooling required to make the affected data available for review. |
29-30 September | The detailed impact information was validated and supporting guidance and remediation materials were prepared to enable an informed review of the affected records. |
2 October onwards | Notification and supporting information provided, including the information required to identify and review affected records and determine whether remediation was required. |
The time between application of the corrective fix and notification reflects the comprehensive analysis required to establish the specific historical impact and provide the information and tooling necessary to support an informed review and remediation.
Services Impacted
The impact was limited to the Conflict Resolution functionality within Fenergo SaaS and did not result in an interruption to service availability.
Only data changes meeting the specific conditions described in the Detailed Event Narrative were affected.
Affected Applications and Systems
The affected functionality was limited to the Conflict Resolution task and the associated processing used to save changes to the verified entity record.
Root Cause Analysis
The unintended impact resulted from an existing dependency between the values displayed within the Conflict Resolution task and the logic used to save those values. The product change deployed on 9 September 2026 changed how verified and draft values were displayed, which exposed this dependency and, in specific circumstances, resulted in the existing verified value being retained instead of the value changed during the journey.
The change was tested to confirm that the intended functionality operated as expected. However, the relevant test coverage did not sufficiently extend through the end-to-end Conflict Resolution process to confirm that the intended values were ultimately saved to the verified entity record.
Corrective Actions
As a result of the root cause analysis, Fenergo has identified corrective and preventative actions to strengthen testing and change controls and reduce the risk of recurrence.
Corrective Action | Action | Due Date | Status |
Expanded Conflict Resolution test coverage | Expand automated test coverage for Conflict Resolution to include additional end-to-end scenarios, including validation that intended data changes are correctly saved to the verified entity record. | 07/10/2026 | Complete |
Enhanced change assessment and testing | Add explicit acceptance criteria to the change process across all Fenergo features and changes, requiring an assessment as to whether a change could cause incorrect updates to verified records or prevent intended updates from being saved. Where a risk is identified, require additional review and targeted end-to-end testing before release. These checks supplement the existing regression test pack. | 30/10/2026 | Open |
Closing Statement
Fenergo recognises the importance of maintaining the integrity and reliability of client data. The product change has been corrected, and Fenergo has not identified any further occurrences following application of the corrective fix.
The findings from this RCA are being used to strengthen Fenergo's testing and change controls. Fenergo remains committed to supporting the review and any remediation required, and to implementing the preventative actions identified through this review. If helpful, the Fenergo team would be happy to arrange a call to walk you through the findings, your specific impact and the remediation options available.