Hosted SmarterTrack opened all our closed ticket!
Problem reported by Kevin McNally - June 19, 2015 at 4:11 AM
Resolved
I am not sure what to do here, last night at 12 am all our old tickets where opened and then all the customers were emailed to say they have open requests. This is a mess!
 
I have 2 problems:
 
1. How do we close all of these tickets because we actually have open tickets in the system. I don't have time to go through 2,000 tickets.
 
2. How can I send a mass email to my customers saying that there was a glitch last night so I am not bombarded with calls and emails today?
 
I called SmarterTools and their support is closed.
 
Kevin
 
 
 
 
Kevin McNally
Interactive Palette, Inc.

4 Replies

Reply to Thread
0
Kevin McNally Replied
I was able to clean up the tickets, but I would still like to know what happened.

Kevin
Kevin McNally
Interactive Palette, Inc.
1
Andrea Rogers Replied
Employee Post
Hey Kevin!
 
Sorry to hear about this! Some server maintenance was done last night, and we're trying to understand what happened to cause this, as other customers had reported the same issue. I'll start an outbound ticket with you and get you over to the Support Department for direct troubleshooting.  
 
We'll continue to look into the issue, and I'll update this thread when there is more information.
 
Thank you,

Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

0
Andrea Rogers Replied
Employee Post
Quick update for those reviewing these post: The developers have identified what caused this issue during our maintenance window. Going forward, you should not experience this again. If you were impacted by something similar, please submit a ticket to our Support Department.

Thank you!

 

Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

0
Ashwin Pai Replied
I had a similar problem (i.e. end result) but the cause was different.
Self-hosted SmarterTrackFree 12.1
The mail server hosting the incoming Pop account had a problem. When I figured out the issue. I quickly moved the incoming mailbox to a new server and changed the mail server for Pop/SMTP in Smartertrack.
 Did a successful test on the new Pop and STMP configuration.   To the best of my knowledge the test of SMTP, triggered Smartertrack to send autoresponders to all tickets. Realized it after clients started calling /emailing.
Lansend.com

Reply to Thread