Email delivery has been normal since the last update. We will be working on postmortem/prevention to avoid this type of outage in the future. We know that timely email delivery is key to providing you with a reliable help desk experience. We are taking this one very seriously!
Posted Feb 07, 2023 - 11:20 CST
Monitoring
Our email service provider (ESP) has released the outbound email hold and emails are now delivering. Messages queued during this outage should all be delivered, and new messages should see no delay. If you notice any issues please email support@spiceworks.com to let us know. We will continue monitoring through Feb. 7. We will also be working with our ESP to prevent such email delivery holds in the future.
Posted Feb 06, 2023 - 23:20 CST
Update
We are working with our email service provider (ESP) to resolve the email delivery issue. Email flow outbound from Cloud Help Desk is sending to the ESP successfully, but is being enqueued/held for an unknown reason. The ESP indicated any enqueued messages will deliver once this is resolved.
Posted Feb 06, 2023 - 18:05 CST
Investigating
We are currently investigating an issue that's causing notifications not to be sent out for ticket creation, comments, etc... We're looking into this as a high priority and will update here when more is known.