Portal 404 — Critical Defect Fix

Service Portal threw 404 on /api/now/v1/cs/, blocking customer-facing flows.

Traced the failure to deactivated Scripted REST APIs, reactivated endpoints, and hardened ACLs to prevent regression. Zero data loss during remediation.

• Restored the customer portal within the incident SLA, zero data loss.
• Root-cause captured with a preventative ACL and monitoring change.
• Post-mortem shared across the platform practice as a learning.

• Reactivated the correct Scripted REST endpoints under change control.
• Added ACL guardrails so accidental deactivation is caught in review.
• Documented a runbook so future on-call rotations resolve faster.