Feature Degradation

The queued messages were rerouted manually to generate cases. The team monitored the performance for a brief duration, and the issue was resolved at 10:48 UTC on March 07, 2024.

We will perform a full investigation of the incident, confirming the technical trigger, the underlying cause, and preventive action to avoid a repeat in the future.
We apologize for how you and your business may have been affected by this incident.

The Case-creation functionality is correctly processing the new inbound email messages following the configuration changes. The team continues to work on addressing the queued email messages. We are expecting this to take some more time.

We’ll provide an update in 60 minutes or sooner if additional information becomes available.

The team continues to work on addressing both, the new inbound and queued emails.

We’ll provide an update in 30 minutes or sooner if additional information becomes available.

The team determined that the inbound email messages are queued and not being processed as a result of the issue. The Technology team is working on configuration changes to the mail exchange server. This will allow the new inbound email requests to be processed correctly. The team will then focus on the messages that are queued up and manually redirect them to generate cases.

We’ll provide an update in 30 minutes or sooner if additional information becomes available.

The Salesforce Technology team is investigating the recurrence of an Email-to-Case feature degradation that occurred earlier on March 06, 2024. This issue is affecting a subset of customers who were migrated from GovCloud to GovCloud Plus across NA107, NA214 and NA217. The affected customers are unable to create cases for their customers as Case-creation functionality isn’t processing the requests. The Technology team is exploring multiple paths to resolution.

We’ll provide an update in 30 minutes or sooner if additional information becomes available.