Affected System: Engage
Date Issue Reported: Jan 12, 2022
Resolved
Description of Issue:
Chapters have reported that regarding intermittently receiving notifications. We are currently investigating the cause of the issue and will be providing an update and resolution as soon as possible.
Issue/Resolution History:
10/13/2022 - Fix has been deployed but we are monitoring for the next 2 weeksn to see if these issues occur.
Update 5/30/22 - Batches of Email notices have been moved to Sendgrid, still a few more to go. Move ETA to end of June. You can also check this Enhancement page for progress
Update 3/30/22 - Still testing, Moved ETA to end of April
Update 2/28/22 - Moved ETA to end of March
Update 2/3/22 - Dev Team still needs more time and has moved ETA to the end of this month. Thank you for your understanding.
Update 1/28/22 - ETA moved to Feb 2. We apologize for the inconvenience but our Dev Team needs more time to resolve this.
Update 1/26/22 - Dev Team needs more time to fix the issue, updated ETA to Jan 28
Update 1/24/22 - moved ETA from Jan 24 to Jan 26
Update 1/18/22 - Moving the notification to another Email Delivery Service (SendGrid), new ETA updated to Jan 24.
Update 1/15/22 - We are still working with Salesforce to increase our email limits as we believe this to be the root cause of the issue. A ticket was raised and escalated to our Salesforce representative. In the meantime, our development team will start moving the email to a different platform. This will need testing before it goes live in our production environment.
Comments
8 comments
Timeline has been updated
Is this an Engage problem or a problem with our SVO account? We recently experienced a problem receiving emails from a Client to a Mentor. The Mentor accepted the Client's mentoring request and sent an email from Engage to the Client. The Client claims they sent three emails back to the Mentor but only the 3rd email actually was received by the Mentor. Same problem or do I need to submit a new request?
Nancy
Moved ETA to end of March
Hi Nancy - this is an Engage issue only. If you are still having issues with emails getting through SVO (and they are not in spam) please do send help@score.org examples so we can investigate.
ETA updated to end of May. We apologize for the inconvenience.
ETA updated to end of June.
We've updated the ETA to next month. We're on the last batch of moving the notifications to our new system to finally resolve this ongoing issue.
We appreciate your patience, please contact help@score.org if you have other concerns.
10/13/2022 - Fix has been deployed but we are monitoring for the next 2 weeksn to see if these issues occur.
Please sign in to leave a comment.