Production database connection timeout causing application errors
ID: INC-4782
Created: 2 hours ago
Updated: 15 minutes ago
Multiple users are reporting intermittent connection timeouts when trying to access the customer portal. The application logs show database connection pool exhaustion errors. This is affecting approximately 150 active users and is causing critical business impact.
Error message: "System.Data.SqlClient.SqlException: Timeout expired. The timeout period elapsed prior to obtaining a connection from the pool. This may have occurred because all pooled connections were in use and max pool size was reached."
Attachments
error_logs.txt
24 KB
screenshot.png
156 KB
Requester
Jennifer Martinez
j.martinez@company.com
Customer Success Manager
I've identified the issue. The connection pool is exhausted due to a recent code deployment that's not
properly closing database connections. I'm preparing a hotfix now and will deploy within 30 minutes.
Ticket assigned to Marcus Kim via AI routing (97% confidence match based on database expertise)
Checked application servers - all showing healthy status. CPU and memory usage normal. Issue appears
to be at the database layer. Escalating to database team.
AI Alert: This ticket has an 87% probability of
escalation within 18 hours based on similar historical patterns.
Ticket created with priority P1 - Critical. Multiple customers are unable to access the portal and
calling in with complaints.
Add Response
AI Escalation Prediction
87%
Risk of Escalation
18h 23m until predicted escalation
Key Factors:
- • Similar tickets escalated 9/10 times
- • Response time exceeds SLA by 40%
- • Complexity score: High
- • Multiple customer impact
Recommended Expert
Marcus Kim
Senior Database Administrator
SQL Server
Performance Tuning
Connection Pooling
Resolution Rate
94%
Avg Resolution Time
1.8h
Availability
● Available
Ticket Details
Status
Open
Priority
P1 Critical
Category
Database
Impact
High
Urgency
Critical
SLA Due
1h 37m