Eptura Workplace Detailed Root Cause Analysis | Severity 2 | July 26, 2023

Email Notifications are not being Received

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Description:

On July 26, 2023, at approximately 10:19am EDT, support received multiple reports of customers who were aren’t receiving email notifications from Reservations, Visitor, Mail and Service Request modules.

Type of Event:

Performance Degradation

Services\Modules Impacted:

Production: Reservations, Visitor, Mail and Service Requests

Timeline:

On July 26, 2023, at approximately 10:19am EDT, support received multiple reports of customers who were not receiving email notifications from Reservations, Visitor, Mail and Service Request modules, and all customers were notified about the disruption via status page. At approximately 7:31pm EDT the fix was identified and implemented. The status page was updated from identified to monitoring at 11:49pm EDT. Monitoring continued through July 27, 2023. After no additional reports were made and customers confirmed resolution, the status page was moved from Monitoring to Resolved at 6:03pm EDT.

Total Duration of Event:

9hrs 12mins

Root Cause:

Internal teams found misconfiguration on internal systems and worked to update the parameters to align systems to the correct services.

Preventative Action:

Internal teams continue to monitor all systems to ensure the configuration in other areas of the platform are aligned to the correct services as well.