Email not Sending from EasyVista Service ManagerApril 23, 2019 8:22 a.m.
Email from the ITSM Tool which includes: Resolution notices, technician emails to customers, notification of assignments of tickets to groups or individual staff members, and notification of ticket creation to customer.
Initial Symptoms included groups not receiving email when ticket was assigned. Upon review, the issue was determined to not have started on Monday morning, but Friday evening when EasyVista reported an issue with the IPSEC tunnel.
Users did not receive emails that are normally generated by the ITSM Tool.
The IPSEC tunnel dropped packets causing the firewall session to han
Network & Security Engineering cleared the session in the firewall and restored services.
Network & Security Engineering is currently working with the firewall vendor to determine why this happened and how to prevent it in the future.