Forum Discussion

Nick111's avatar
Nick111
New Contributor
4 years ago

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?

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Sep 25, 2021
  • AshC's avatar
    AshC
    Retired GoTo Contributor

    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's avatar
      Nick111
      New Contributor

      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's avatar
        Nick111
        New Contributor

        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.