Real World Technology Solutions incident

Helpdesk ticket creation via Email delayed

Minor Resolved View vendor source →

Real World Technology Solutions experienced a minor incident on August 20, 2024 affecting Helpdesk Services, lasting 10d 23h. The incident has been resolved; the full update timeline is below.

Started
Aug 20, 2024, 03:27 AM UTC
Resolved
Aug 31, 2024, 02:57 AM UTC
Duration
10d 23h
Detected by Pingoru
Aug 20, 2024, 03:27 AM UTC

Affected components

Helpdesk Services

Update timeline

  1. identified Aug 20, 2024, 03:27 AM UTC

    Our help desk provider, Zendesk, is currently experiencing delays with processing inbound emails which is delaying ticket creation and ticket updates. Customers are encouraged to update their tickets from the Web Portal (https://helpdesk.realworld.net.au/). Tickets can also be created from here.

  2. identified Aug 20, 2024, 04:14 AM UTC

    Zendesk have indicated that they are currently testing a fix for this and expect another update within the next 2 hours.

  3. monitoring Aug 20, 2024, 09:47 AM UTC

    Zendesk have applied a fix to the inbound mail queue and we have seen a steady improvement of ticket creation over the last two hours.

  4. resolved Aug 31, 2024, 02:57 AM UTC

    This incident has been resolved.