2021-05-12 06:49:58
ABC- High Impact Outage notification
Severity (P1/P2)
P1
Account Name
XYZ
Incident Number
INC123456432
Start Time of Incident (in IST)
2021-05-31 06:49:58
Impacted Region/Site
Yet to be determined
Service(s)/App(s) Impacted
Mailhost Server Not Sending Messages from
QST
Assigned Technical Team
Messaging Collaborative Services - XYZ
Issue Description
Mailhost Server Not Sending Messages from
XYZ
No of Users Impacted
Yet to be determined
Business Impact
Mailhost Server Not Sending Messages from
QST
Estimated time to Resolve
Yet to be determined
Current Progress
User is not able to send emails from - Sender IP - 12.35.57.23 Sender email
address - abcf@drf.org
Checked Mailhost servers are working fine and issue seems to be happening from
application server end. Would suggest you to raise a Service request to get the
sender IP address (12.35.57.23) whitelisted on Mailhost servers. It appears
some connections from that address as being placed in the suspect list which
throttles the connection.
The mail is coming from a publicIP address - which we don't have these
set up to accept all the messages from. At some point, that public Amazon IP
was listed as a suspect IP which limits the mail capabilities of the sending IP
through Mailhost. Getting IPO/Security to review the IP address and approve
white listing will avoid that throttling.
Asked user to raise a Service request to get the sender IP address whitelisted
on Mailhost servers and IPO needs to review why a public IP is attempting
to send mail - and if that is approved or not.
Keeping ticket in pending status while we discuss further with ETS to get this
P1 downgraded.
NOTE: Please reply to all so that my team can respond to your request when I am
off shift.
Regards,
Santhosh Kumar V
xyz
ABC Company.
M +223983938
xyz@abc.com
ABC Technology India Private Limited - 9th Floor, Block-D , avcb
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