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Community Manager Community Manager
Community Manager

Re: New Case Submitted - No acknowledgement

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Glad to hear the email made it your way. I've shared the feedback with our teams here so we can work on that experience. Hope the rest of your day goes well, EHacking!
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Intrepid explorer

Re: New Case Submitted - No acknowledgement

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Unfortunately, I still have not got an acknowledgement for the case I opened yesterday afternoon.

Jason

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Active participant

Re: New Case Submitted - No acknowledgement

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@EHacking You are lucky.  I opened my case more than 24 hours ago and no email.  It shows an update date/time stamp on the case in the web of about an hour ago but there are no entries or Status change.

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Community Manager Community Manager
Community Manager

Re: New Case Submitted - No acknowledgement

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@jaalstead  and @pennym our support team is working with IT to investigate the email issue.  penelope_mante - I'll connect with you via private message regarding status. 

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Flexera
Flexera

Re: New Case Submitted - No acknowledgement

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UPDATE 4/18:
I am happy to report the email acknowledgement issues has been RESOLVED. Acknowledgements on new cases should be flowing freely. We still have the second issue where our email sent by our case management is being captured by SPAM filters, but we are honing in on a solution to that as well.  Thank you to everyone who reported the issue and helped us get it identified and resolved! Its thrilling to watch community in action!
UPDATE 4/16:
We learned overnight that we have an additional issue with email acknowledgements, where in some situations the email is not being sent! I would like to thank everyone on this thread for raising your issues; because of your feedback where able to discover this second issue. We are still working to identify root cause and fix, since its not systematically reproducible as of yet, we don't have the solution in hand. We have made this a priority and will continue to work until resolved.
@penelope_mante, I took a look into our case management system and found that your case has been assigned to our team and they are already working on it. You should be receiving an update shortly. We have identified the root cause of the "no acknowledgement" issue. Emails sent from a person at Flexera are being received differently than those sent by our case management system, which are being detected and blocked as spam. Since we discovered this issue, we've been working on a solution that won't further disrupt our services, and we're close to resolution. As a workaround, could you please white list email from ‘support@flexerasoftware.com’ and ‘support@flexera.com’ to ensure you receive all Flexera Support emails.

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Flexera
Flexera

Re: New Case Submitted - No acknowledgement

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Thanks for letting us know EHacking!
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Active participant

Re: New Case Submitted - No acknowledgement

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@kmay I have never had any issues getting emails from Flexera and I have checked my Junk Mail.  I did add those to my personal Safe Senders list.

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Intrepid explorer

Re: New Case Submitted - No acknowledgement

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For what it's worth, I checked with our Exchange folks and we have not received an email from those two email addresses in the past 30 days. Not going to trash or spam on our end!

Jason

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Active participant

Re: New Case Submitted - No acknowledgement

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I finally received an email.  It looks like the "old" case update email from donotreply@flexerasoftware.com.  It was a real update on my case...not a new case created email.

 

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Intrepid explorer

Re: New Case Submitted - No acknowledgement

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I finally had an analyst reply on Friday at 4:35.

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