After monitoring the system with our email vendor over the last week we can confirm this issue is resolved.
Posted Jul 18, 2024 - 13:55 EDT
Update
We are continuing to monitor for any further issues.
Posted Jul 09, 2024 - 15:50 EDT
Monitoring
The team has been able to resolve the issue of our email vendor sending emails via their own domain (sendgrid.net) back to our domains. The click tracking is also now turned back on which will allow you to see in the audit if an email was opened. We are moving this to monitoring while we ensure the issue with email actions auto completing tasks and approvals.
Posted Jul 09, 2024 - 15:49 EDT
Update
We continue to see issues where email security gateways such as Barracuda still have a mechanism for checking the links within the Service Desk notifications.
The "In-Notification Direct Actions" setting only applies to approval and survey emails. As a workaround, you can consider removing the call-to-action buttons from the Tasks emails by editing the related notification template(s). See the steps below: 1. Go to "Setup > Service Desk > Notifications." 2. Open the "Task Created via Incident" and "Task Created via Workflow" templates. 3. Under the "Email Layout" section, change the {{main}} variable to {{main_wo_action}}. 4. Save the changes.
We’ll provide updates on this incident as we make progress toward a permanent solution.
Posted Jul 03, 2024 - 17:25 EDT
Identified
We have turned off click tracking in our email vendor and are seeing the links in emails return to *.samanage.com. Turning this off, for the time being, will have an impact on audits in your accounts as it will not show if an email was opened. All other services and audit records are not impacted.
We are continuing to work with our email vendor to get this functionality back.
Posted Jul 03, 2024 - 14:47 EDT
Investigating
We are experiencing an issue where tasks and approvals are getting auto completed without user interaction. This is happening due to spam/security email checks that are clicking on links to ensure they are safe. We are seeing an issue with our email vendor that changed the from email address from emails.samanage.com to sendgrid.net, which is causing your security checker to click on all the links in the email where before it did not.
There are two workarounds while we work on a solution with our email vendor: 1. You can turn off In-Notification Direct Actions in Setup - Global Settings - Notification Settings. This will remove the buttons from the email so they security checker does not click them 2. We are turning off email click tracking with our email vendor to see if that will resolve the issue in the short term. What this means is your audits will not show that an email was opened during this short time.
We will update this incident as we continue to work towards a solution.
Posted Jul 03, 2024 - 14:23 EDT
This incident affected: SolarWinds Service Desk [EMEA] (Email services (EMEA)), SolarWinds Service Desk [APAC] (Email Services (APAC)), and SolarWinds Service Desk [USA] (Email services).