Email not Sending from EasyVista Service Manager

April 23, 2019 8:22 a.m.
Outage category: 
Applications
Location: 
All Mason users
Status: 
Closed
Resolved alert: 
04/16/2019 2:22 pm

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: 

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.

Duration: 
04/15/2019 9:15 am - 04/16/2019 2:22 pm
Impact to Mason: 

Users did not receive emails that are normally generated by the ITSM Tool.

Affected Services: 
ITS Support Center
Other Affected Services: 
The EasyVista Application affects all ITS Support groups.
ROOT CAUSE ANALYSIS
Cause: 

The IPSEC tunnel dropped packets causing the firewall session to han

Resolution: 

Network & Security Engineering cleared the session in the firewall and restored services.

Prevention: 

Network & Security Engineering is currently working with the firewall vendor to determine why this happened and how to prevent it in the future.

 

STATISTICS
Service Team: 
EasyVista Core Team, Network & Security Engineering