Case Management Email Inbound Delays

Resolved
Resolved
After 6 days, 22 hours, and 7 minutes

We can confirm that the fix provided by the vendor has remediated the email delays. This incident shall now be closed.

Recovering
After 4 days, 1 hour, and 14 minutes

Our service provider has released a fix to address email delay issues. Initial testing shows emails are coming in instantly. We will continue to monitor and perform testing on Monday October 25, 2021, during peak hours to ensure the issue is truly fixed.

We will provide updates as soon as new information is available.

Identified
After 2 days and 8 minutes

Email delays are currently under 1 hour. As the inbox catches up, the delay times will vary depending on email volume. A permanent fix has been developed and will be deployed on October 23, 2021.

We will provide updates as soon as new information is available.

Identified
After 1 day, 10 hours, and 45 minutes

Our service provider has increased email processing speed again and reported that email delays are down to average of 5 hours currently. Depending on email volume, this should continue to improve to a more manageable level. They are also working on alternative solutions to further reduce delays. Customers may continue to experience email processing delays.

We will provide updates as soon as new information is available.

Identified
After 1 day and 25 minutes

Our service provider is attempting another fix and increasing processing speed again to get delays to a more manageable level for the next few business days until a permanent fix is implemented this weekend.

We will provide updates as soon as new information is available.

Identified
After 11 hours and 37 minutes

We continue to work with our service provider to lower email delays. Customers may continue to experience delays.

We will provide updates as soon as new information is available.

Identified
After 4 hours and 11 minutes

The issue has been identified and a temporary fix has been implemented. We are seeing delays down to 4 hours and over the next few hours should get back to a more manageable time.

We will provide updates as soon as new information is available.

Investigating
After 4 hours and 3 minutes

We are continuing to investigate this issue.

Investigating

We are currently aware of delays impacting some customers where an email reply has been sent to a case. We are investigating this issue with the highest priority and will provide updates as soon as new information is available.

As a workaround, we would recommend customers logging into the Support Portal and updating the case through there.

Began at:

Affected components