Email not Sending from EasyVista Service Manager

Resolved Alert:

This issue was resolved on 4/15 at 12:20. The IPSEC Tunnel connecting Mason to EasyVista encountered an error and was not passing required traffic. All emails that had been generated by the system were queued and once the issue was resolved the email was released from the queue. Network & Security Engineering is working with the vendor to determine what caused the issue and prevent reoccurrences.


Initial Alert:

An issue with EasyVista email upon group or staff assignment to a ticket has been reported. The EasyVista Core team is working with the vendor to resolve this issue.

For additional information regarding the outage, please view the After Action Report.