[Faccus] Request Tracker (RT) was not accepting email – October 19-20

Heather Wey hawey at uwaterloo.ca
Mon Oct 20 11:52:14 EDT 2014


What is the issue? RT was not accepting email from approx. 3:00 am on Sunday October 19 - 10:25 am Monday October 20.

What is the impact? New requests sent into the RT system via email (rt at uwaterloo.ca<mailto:rt at uwaterloo.ca>, rt at rt.uwaterloo.ca<mailto:rt at rt.uwaterloo.ca>, or rt-queuename at rt.uwaterloo.ca<mailto:rt-queuename at rt.uwaterloo.ca>) were not accepted* and no autoreply was sent to the requestor.  Other replies/comments submitted by email for existing tickets were also not accepted and are not recorded in the RT ticket’s history.

Note: Email sent from the RT system was working during this time. Ticket creation/comments/replies from within the user interface were recorded. Ticket creation via the forms interface also seem to have been accepted (https://rt.uwaterloo.ca/~wwwrt/cgi-bin/rtuser.pl or http://rt.uwaterloo.ca/request)

What do users need to do? We will be notifying people who submitted to the RT system via email during this time, asking them to resend their emails for new requests and ticket updates.


*They were accepted by the RT mail system, but then dropped by RT.



Questions/concerns? Please contact the IST Service Desk, helpdesk at uwaterloo.ca<mailto:helpdesk at uwaterloo.ca> or ext 84357.

Recipients of this message: ist-staff, isthd, faccus, ctsc, admin-support, rtadmin-ccs






Heather Wey

IST Communications

University of Waterloo

519-888-4567 x35878
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