OpenAthens experienced a minor incident on November 8, 2023 affecting Service Desk portal and Email services, lasting 23h 11m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 08, 2023, 11:50 AM UTC
We are currently investigating an issue where email notifications are not being sent when agents respond to tickets within our Service Desk. We are working to resolve this and will provide updates as soon as more information is available. As a workaround, users can still visit the support portal directly to view and respond to tickets.
- monitoring Nov 08, 2023, 03:38 PM UTC
A resolution has been put in place to reinstate emails being sent to customers. We will continue to monitor this situation.
- resolved Nov 09, 2023, 11:02 AM UTC
Following the earlier fix and after monitoring our service, we are now confident that this has been resolved. If you are still having issues then please contact our service desk: https://www.openathens.net/support