Real World Technology Solutions incident

Ticket Submission Failures via Email

Minor Resolved View vendor source →

Real World Technology Solutions experienced a minor incident on August 12, 2024 affecting Helpdesk Services, lasting 1d. The incident has been resolved; the full update timeline is below.

Started
Aug 12, 2024, 01:08 AM UTC
Resolved
Aug 13, 2024, 01:34 AM UTC
Duration
1d
Detected by Pingoru
Aug 12, 2024, 01:08 AM UTC

Affected components

Helpdesk Services

Update timeline

  1. identified Aug 12, 2024, 01:08 AM UTC

    We've identified an issue causing intermittent ticket submission failures when submitting tickets to us via email. Our engineers are working on resolving this issue as quickly as possible. In the meantime, we ask that if you do not receive an automated reply from our systems after sending us an email, please submit your tickets via the helpdesk at https://helpdesk.realworld.net.au or if the issue is urgent, call us on 1300 798 718

  2. monitoring Aug 12, 2024, 02:12 AM UTC

    We have implemented a workaround within our email system that has resolved ticket submission via email. Any existing messages may be held by our email delivery partner (Google) for up to 24 hours before being received by our system.

  3. resolved Aug 13, 2024, 01:34 AM UTC

    This incident has been resolved.