Auto-log request from email not working

[Guest Paul Alexander]

Morning

We have a few 'daily' requests which are kicked off by emails which then automatically raise requests based on routing rules. These have worked perfectly for about 18 months, but they've all failed this morning. 

Is anyone else having this problem? 

thanks

Paul

[Keith Stevenson]

Paul,

Thanks for the post. Can you confirm that 1 example of this is the daily Office 365 Checks at 08:00 each day. 

Kind Regards

 

[Guest Paul Alexander]

Hi Keith

 

Yes, I can (although I've logged that one manually so it's not in the folder any more!)

thanks

[Frank Reay]

Same problem for us but suspect it was due to the earlier outage. We have processed ours manually.

[Guest Paul Alexander]

@Keith Stevenson - I've also logged this as an Incident just so you know.....thanks

[Keith Stevenson]

All,

Thanks for the posts. We can now replicate this and are investigating

 

Kind Regards

[Frank Reay]

Thanks - we have just had some more. Stuck in the in-box and cannot automatically process (but we can push manually). Was working fine upto 1.00am this morning. First stuck one was at about 4.00am. 

[Keith Stevenson]

@Frank Reay @Paul Alexander

We have now identified the root cause and provided a change to our configuration system that should allow you to proceed with Auto Responder calls. Can you confirm. 

 

Please note that this is a temporary fix and we will provide a full update once available. 

 

Kind Regards

 

Keith Stevenson

[Guest Paul Alexander]

@Keith Stevenson

I can confirm that an email HAS now created a request using an Auto Responder rule, thanks.

[Martyn Houghton]

@Keith Stevenson

I suspect we will have the same issue. Is the fix per instance or on the platform?

Cheers

Martyn

[Keith Stevenson]

@Martyn Houghton
Its per Instance. We will make the change to yours now and that should take effect within the next 10-15 minutes. 

Kind Regards

[Adam@Greggs]

Our Email routing is also not working so calls aren't being logged - is this related?

[Logan Graham]

This is also affecting us. 

Thanks,

Logan G

[Keith Stevenson]

@Adam@Greggs @Logan Graham

We can inform you that we have set the flag on your instance and you should find Auto Responder resolved in 10-14 mins

 

KInd Regards

 

[Adam@Greggs]

Thanks Keith - we'll monitor

[Frank Reay]

Can we have it on our Instance as well please

[Keith Stevenson]

@Frank Reay

Your instance was done (see above), New emails should be processed Automatically. Can you confirm 

Kind Regards

 

[jdoran]

Good morning!

Can we have it on our instance as well, please?

 

Thank you!

Justin Doran

[Keith Stevenson]

@jdoran,

We can inform you that this has been applied to your instance. It will take upto 15 minutes for the setting to be replicated. 

Kind regards

[Josh Bridgens]

Hi @Keith Stevenson, this appears to be affecting ours aswell!

 

Many Thanks in advance.

 

Josh

[Frank Reay]

@Keith Stevenson yes works now. Thanks

[Keith Stevenson]

All,

We have now made this setting change to all instances and it should take effect over the next 10 minutes. 

 

Kind Regards

 

[Martyn Houghton]

@Keith Stevenson

Thanks for sorting this out, we are no back auto logging request.

Looks like ti been a busy morning 

Cheers

Martyn

[Guest Paul Alexander]

Hi @Keith Stevenson

Although MOST of our requests which are automatically logged from email ARE working, there are still a couple which are failing. 

Should I leave them in the mailbox (I assume you can see them? They're in the Failed Update folder of our IT Support mailbox and are Traps Alerts, Splunk Alerts and Microsoft Azure alerts.)

There are also a few from our Absence Manager app which are stuck in the HR Admin mailbox

 

thanks

Paul

[Keith Stevenson]

@Paul Alexander,

Thanks for the post. The previous issue was an all or nothing kind of thing so not sure why some are still failing. Will have a quick look now. 

Kind Regards

Keith Stevenson

 

Have checked and the ones that fail, do so in flowcode which appears to be unrelated to last weeks issue.  I have escalated this internally as a priority and we should get back to you shortly.