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Current Help Desk Issue - (Resolved 10/18)


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Late last night (10/14/2020) we discovered that the help desk ticket system was not processing eMails (outbound and most likely also inbound) correctly.   The issue appears to have started last week (10/09/2020 after approximately 5PM EDT) and went undiscovered until yesterday.

 

As of this morning (10/15/2020 9AM EDT), things appear to be back to normal.

Update 10/17 - Things appear to be broken again.   Please see new replies below.  

Update 10/18 - We have moved to a new server and this should fix the issue.  Again, see new replies below.

If you replied via eMail to a ticket in the last 7 days or so, your reply most likely did NOT make it to us, and your ticket remained closed.  If you expected a response from us in eMail in that same time period, we most likely did respond but you did not receive our response in eMail.

We are very sorry for this inconvenience.  If we 'dropped the ball' on any issue you had in the help desk, please re-open your ticket (or create another if it was a new request).

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We are currently experiencing intermittent email issues with the help desk at this time. These issues are resulting in email replies that are sent by staff members to NOT be sent out. This also affects your ability to be notified that your ticket was submitted and the ticket number to track any responses.

Engineers are currently investigating the issue and will be working on a prompt resolution.

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  • LORAdmin changed the title to Current Help Desk Issue - (update 10/17)

Early Friday evening (10/16) we discovered that the Help Desk once again was having issues with sending, and possibly receiving, eMail/replies/etc.  On 10/17 the help desk was relocated to a new server.  As of 10/18 we are reasonably sure this should fix the issue once and for all.

Once again, you may not have received a reply to your ticket in eMail and/or any update you sent to us via eMail for a ticket may not have made it back into the help desk.  As an unfortunate side effect of relocating the help desk software to a new server you may not be able to log in and see a ticket created on the old server.

We are very sorry for this inconvenience.  

If you interacted with the help desk at any time between 10/09/2020 and 10/18/2020 our update to you or possibly your update to us may not have made it.  If you were expecting a reply and have not yet received it, You can attempt to access your ticket on the web and check its status.  If you are unable to review your ticket that way, you can reply to the last eMail sent from the help desk and let us know you are double checking the status of your ticket.   We will be happy to see what happened and get you back on track.

October is the start of our busy season, so please bear with us as we work to catch back up.

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  • DevMike changed the title to Current Help Desk Issue - (Resolved 10/18)

We are continuing to monitor the new help desk server, and everything appears to be working as expected.  Again, if you expected to hear from us and haven't, please reach out   While we did our best to find tickets that could have been missed, we can not be sure if we found all of them.

Replying to any eMail you received from our help desk (or logging in directly and making an update) will re-open your ticket and put it back on someone's queue who will help.

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We have closely monitored the Help Desk system for the last week, and are reasonably sure things are back to normal.  

Again, if you expected to hear from us and haven't, please reach out   While we did our best to find tickets that could have been missed, we can not be sure if we found all of them.

Replying to any eMail you received from our help desk (or logging in directly and making an update) will re-open your ticket and put it back on someone's queue who will help.

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