Issue with Magnus Community Emails to Create New Cases and Update Existing Cases

Salesforce has confirmed the issue is resolved and their inbound and outbound email log has been fully processed. We've confirmed that messages sent during this outage have since been received by our team.

Salesforce confirmed that they resolved their system issues with their email service today at 12:04 UTC. Though we have not seen continued issues after they implemented their fix, we are still waiting for their email service backlogs to clear so that all previously emailed new cases and case replies come through to our support team. Salesforce indicated that the process to clear their backlog could take up to another 24 hours, so we are monitoring the progress through the weekend. We appreciate your patience as we work with Salesforce to confirm this issue has been fully resolved.

Salesforce has indicated that they've identified the issue with their email service and have implemented a solution, and their email services and backlogs are now recovering. We're monitoring the status of that recovery and will confirm once all disruptions to our case email notifications and customer replies have been resolved. Until we can confirm that all issues impacting our Magnus Health Community have been resolved, we continue to encourage you to log in directly to the Magnus Community to open new cases and to view or update existing cases. We appreciate your patience.

The third-party vendor that hosts our Magnus Health Community, Salesforce, is currently experiencing an issue with inbound and outbound emails, which is in turn interfering with email creation of new cases as well as replies to case notifications. As a result, new emails to our support email addresses may not be creating cases as expected, and email notifications and email replies to case notifications are similarly not copying through to existing cases for our support team.

We are actively working with Salesforce to understand when this issue will be resolved and confirm that prior communications will come through at that time. In the meantime, please log in directly to the Magnus Community to open new cases and to view or update existing cases. We apologize for any inconvenience.