Between 10:15 and 13:51 on May 5th there was a service disruption to the email ticketing service.
This has affected several customers, and resulted in emails not being imported properly into VisionFlow during this time, and some emails were lost.
The lost emails were restored during the day and evening. No data has been lost, but the data restore process took a while to complete, since not all customers were affected. However, this may have resulted in some duplicate issues in the system.
During the restore process some incoming emails may not have been added correctly to an existing issue/ticket, but created as separate issues/tickets instead. To solve this, and add the incoming email to an existing ticket/issue, use the merge ticket/issue function.
We are very sorry, and apologize to the affected customers for the disruption.
If you have any questions related to this incident, or need any assistance from us then please contact us at email@example.com or by phone on +46 771 105000.