Incident Report Number: 2015-022

Mail Forwarding Service

Ticket Number: INC0033438
Problem Number: PRB0010101
Major Incident Number: MIR0001078
What happened?

The email forwarding service experienced an issue.

Who was affected?

Anyone using University of Alberta email service was affected.

What was the impact?

Email messages being sent to University of Alberta accounts were delayed.

What was the timeline of the incident?

Start: 2015/08/27 14:00 - Monitoring systems discovered a problem with multiple systems related to the Mail Forwarding service. IST analysts began investigating.

2015/08/27 14:20 - The problem was identified to be an unresponsive system used in providing mail service. The system was restarted.

End: 2015/08/27 14:25 - Service was restored.

What was the root cause of the incident?

A system providing load balancing for the mail service became unresponsive and did not properly failover.

What was the work around and resolution for the incident?
Work Around

Not Applicable.


The main load balancer was rebooted to restore full service.

What are any recommendations to prevent this incident from occurring again?

Review system monitoring to proactively identify non responsive systems.