July 16-17 Live Help Mail Service Issue (Doc ID 2038144.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Information in this document applies to any platform.

Symptoms

This is an important notice regarding your Live Help Mail service. The Support Team has been made aware of an issue that affected your account.

On Thursday July 16, 2015 20:17 EDT to Friday July 17, 2015 21:12 EDT the mail service experienced an issue that resulted in a percentage of outgoing mail not being processed from the system. Because the Live Help system relies on multiple servers to deliver mail, the percentage of mail not sent was low.

The Live Help Operations team has identified the unsent outgoing mails. We have attached a list of mails affected that had a Mail-Message-ID associated to it. These mails will show up in your mail reporting as sent but the final processing of the mail did not complete the send. The Operations team may be able to resend these messages but the time difference may cause more confusion to your customers.

Cause

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