Affected System: Engage
Date Issue Reported: August 10, 2022
Resolution ETA: August 15, 2022
Description of Issue:
Chapters have reported that CICs and Mentors are not receiving the notification emails, and copies of the session notes from Engage.
Please standby while our developers work on this issue.
Thank you for your understanding.
8/15: We resolved the issue of Client Intake Coordinator (CIC) and session notes notifications not being sent. We could not resend the emails from 8/10-8/12 on your behalf because it would impact our daily Engage email limitations.
Mentors: Please resend any session notes from 8/10-8/12 to your clients.
CIC’s: Please check your client intake queue to make sure you didn’t miss any new mentoring requests.
Our team is still investigating the root cause and is working with Salesforce to get more details on why emails weren’t sent last week.
We apologize for any inconvenience and thank you for all your patience.
8/12: Emails are now being sent out and our team will be monitoring this tonight and over the weekend before this issue is marked as fully resolved.
8/10: We are experiencing email notification issues where some CICs weren’t notified when mentoring requests were submitted, and a few Session notes emails weren’t received by clients when sent from Engage on 8/9 & 8/10.
- Mentors: If you emailed any session notes on 8/9 or 8/10, please resend the notes using your SVO email if the client didn’t receive them.
- Client Intake Coordinators: Please login to Engage and check your client intake queue list daily until this issue is resolved.
The Engage team is working with our developers to resolve these notification issues. We apologize for any inconvenience and will update you again as soon as we have a resolution.