cancel
Showing results for 
Search instead for 
Did you mean: 
Nick111
Active Contributor

Email to Service Incident - stopped working

We've noticed that the "email to service desk incident" process seems to have stopped working since around the 15th of September. The emails being sent aren't resulting in a new incident.

 

Has anyone else experienced similar issues on any of their services?

 

Could it be a result of the below GoToAssist service desk maintenance on the 25th?

-----

Sep 25, 2021
Tags (2)
5 REPLIES 5
AshC
LogMeIn Contributor

Re: Email to Service Incident - stopped working

@Nick111   While there was a disruption around 9/11 - 9/15, everything should be fully operational now.  Do you have a non-delivery report you can share? 

Nick111
Active Contributor

Re: Email to Service Incident - stopped working

Unfortunately no non-delivery reports have been received. New tickets just aren't being created when emailing the service's address. I've tried emailing from a couple of different sources and it doesn't seem to make any difference. The last successful ticket created from an email to the service was on the 15th of Sept.

 

Any help you can provide would be great.

Nick111
Active Contributor

Re: Email to Service Incident - stopped working

I've since received a failure response after sending some test messages to the GoToAssist service in question.

 

"Your message couldn't be delivered. Despite repeated attempts to deliver your message, querying the Domain Name System (DNS) for the recipient's domain location information failed. "

 

The recipient domain being the subdomain associated with our GoToAssist instance (e.g. <subdomain>.assist.com).

 

Could you please confirm why emails to this service would be bouncing? Nothing has changed at our end in our setup of the service and it's been working fine for months.

 

Appreciate your help.

AshC
LogMeIn Contributor

Re: Email to Service Incident - stopped working

@Nick111  We may have identified a similar incident.  Could you please call into Customer Support when you have a moment to help us gather some more details? 

 

https://support.logmeininc.com/gotoassist-service-desk/help/how-do-i-contact-customer-support-g2asd1... 

Nick111
Active Contributor

Re: Email to Service Incident - stopped working

I contacted support, and highlighted that the email to incident feature was bouncing emails. It has since been resolved (no changes required our side) and emails to each service are now successfully getting through and creating incidents again.

 

Many thanks.