2022-02-23: Service Desk no longer processing emails
Incident DRI
Current Status
More information will be added as we investigate the issue. For customers believed to be affected by this incident, please subscribe to this issue or monitor our status page for further updates.
Customers that use a Google Groups address such as group@companydomain.com
and have the Service Desk email as a member of that group, will not get those emails parsed by GitLab.
This appears to be a problem when the Service Desk is a direct member of a Google Group.
When those emails are sent by Google Groups to GitLab, GitLab looks for a Delivered-To:
header. That header is no longer being sent by Google Groups to the service desk email address, and therefore GitLab is unable to parse the email.
A fix is in gitlab-org/gitlab!81489 (merged) which will be deployed later today (2022-02-24).
Workaround
Instead of having the service desk email address as a direct member of group@companydomain.com, an intermediate email address should be used. That intermediate email address should then be configured to forward the email to the service desk email box. When that email is forwarded, the Delivered-to:
header will be present and GitLab can properly parse the email.
Summary for CMOC notice / Exec summary:
- Customer Impact: Customers using a Google Groups alias in front of Service Desk may not be receiving those service desk emails.
- Service Impact: Service Desk
- Impact Duration: start time UTC - end time UTC ( duration in minutes )
- Root cause: TBD
Timeline
Recent Events (available internally only):
- Deployments
- Feature Flag Changes
- Infrastructure Configurations
- GCP Events (e.g. host failure)
All times UTC.
2022-02-23
-
23:13
- @cablett declares incident in Slack.
2022-02-24
-
00:06
- @johnhope Identifies that headers from Google groups changed and theDelivered-To:
header was dropped by Google 6 hours ago. -
00:18
- Update to GitLab System Status, regarding Google groups investigation. -
01:33
- Ticket open with Google. -
01:49
- @cablett creates merge request with fix to useReceived
header when no other matching headers (includingDelivered-To
) are present. -
12:08
- merge request is approved and will be merged when the pipeline succeeds.
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