Guest Paul Alexander Posted November 28, 2019 Share Posted November 28, 2019 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 Link to comment Share on other sites More sharing options...
Keith Stevenson Posted November 28, 2019 Share Posted November 28, 2019 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 Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 28, 2019 Share Posted November 28, 2019 Hi Keith Yes, I can (although I've logged that one manually so it's not in the folder any more!) thanks Link to comment Share on other sites More sharing options...
Frank Reay Posted November 28, 2019 Share Posted November 28, 2019 Same problem for us but suspect it was due to the earlier outage. We have processed ours manually. Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 28, 2019 Share Posted November 28, 2019 @Keith Stevenson - I've also logged this as an Incident just so you know.....thanks Link to comment Share on other sites More sharing options...
Keith Stevenson Posted November 28, 2019 Share Posted November 28, 2019 All, Thanks for the posts. We can now replicate this and are investigating Kind Regards Link to comment Share on other sites More sharing options...
Frank Reay Posted November 28, 2019 Share Posted November 28, 2019 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. Link to comment Share on other sites More sharing options...
Keith Stevenson Posted November 28, 2019 Share Posted November 28, 2019 @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 Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 28, 2019 Share Posted November 28, 2019 @Keith Stevenson I can confirm that an email HAS now created a request using an Auto Responder rule, thanks. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 28, 2019 Share Posted November 28, 2019 @Keith Stevenson I suspect we will have the same issue. Is the fix per instance or on the platform? Cheers Martyn Link to comment Share on other sites More sharing options...
Keith Stevenson Posted November 28, 2019 Share Posted November 28, 2019 @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 Link to comment Share on other sites More sharing options...
Adam@Greggs Posted November 28, 2019 Share Posted November 28, 2019 Our Email routing is also not working so calls aren't being logged - is this related? Link to comment Share on other sites More sharing options...
Logan Graham Posted November 28, 2019 Share Posted November 28, 2019 This is also affecting us. Thanks, Logan G Link to comment Share on other sites More sharing options...
Keith Stevenson Posted November 28, 2019 Share Posted November 28, 2019 @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 1 Link to comment Share on other sites More sharing options...
Adam@Greggs Posted November 28, 2019 Share Posted November 28, 2019 Thanks Keith - we'll monitor Link to comment Share on other sites More sharing options...
Frank Reay Posted November 28, 2019 Share Posted November 28, 2019 Can we have it on our Instance as well please Link to comment Share on other sites More sharing options...
Keith Stevenson Posted November 28, 2019 Share Posted November 28, 2019 @Frank Reay Your instance was done (see above), New emails should be processed Automatically. Can you confirm Kind Regards Link to comment Share on other sites More sharing options...
jdoran Posted November 28, 2019 Share Posted November 28, 2019 Good morning! Can we have it on our instance as well, please? Thank you! Justin Doran Link to comment Share on other sites More sharing options...
Keith Stevenson Posted November 28, 2019 Share Posted November 28, 2019 @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 1 Link to comment Share on other sites More sharing options...
Josh Bridgens Posted November 28, 2019 Share Posted November 28, 2019 Hi @Keith Stevenson, this appears to be affecting ours aswell! Many Thanks in advance. Josh Link to comment Share on other sites More sharing options...
Frank Reay Posted November 28, 2019 Share Posted November 28, 2019 @Keith Stevenson yes works now. Thanks Link to comment Share on other sites More sharing options...
Keith Stevenson Posted November 28, 2019 Share Posted November 28, 2019 All, We have now made this setting change to all instances and it should take effect over the next 10 minutes. Kind Regards Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 28, 2019 Share Posted November 28, 2019 @Keith Stevenson Thanks for sorting this out, we are no back auto logging request. Looks like ti been a busy morning Cheers Martyn Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted December 2, 2019 Share Posted December 2, 2019 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 Link to comment Share on other sites More sharing options...
Keith Stevenson Posted December 2, 2019 Share Posted December 2, 2019 @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. Link to comment Share on other sites More sharing options...
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