Summary:

Between 2026-07-28 14:53 UTC and 2026-07-29 14:38 UTC, Autotask customers hosted on zones AE01, AE02, AE03, AE04, AW01, AW02, AW03, AW04, PR01, LR01, ES01, AU01, and AU02 experienced a delay in inbound email ticket creation.

Root Cause:

A configuration issue introduced during the deployment of a new environment resulted in unintended mailbox access conflicts, which unexpectedly interfered with normal email processing and delayed ticket creation from inbound emails.

Incident Timeline:

• Identified: 2026-07-28 15:12 UTC
• Public Notification: 2026-07-28 18:01 UTC
• Mitigated: 2026-07-28 18:06 UTC
• Resolved: 2026-07-29 14:38 UTC

Preventative Measures:

To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps.

• Enhancements to Release and Configuration Management: We are strengthening our environment deployment process by introducing additional validation and review checkpoints for configuration settings before new environments are brought into service.
• Enhancements to Monitoring and Alerting: We are implementing additional monitoring and alerting for email processing workflows to enable faster detection and response when abnormal error rates occur.
• Enhancements to Service Resiliency: We are improving email processing workflow to ensure messages are easier to reprocess if processing failures occur, reducing the amount of time required to remediate mail processing problems in the future.
• Enhancements to Diagnostics and Troubleshooting: We are expanding operational logging and diagnostic capabilities to provide greater visibility into processing failures and accelerate root cause identification and recovery efforts.
• Enhancements to Incident Response: We have reviewed and refined our operational procedures and recovery processes to reduce restoration times and minimize customer impact during future incidents.