Email service intermittently failing for east coast users
Created: Feb 14, 2026 at 9:32 AM by Sarah JohnsonAssigned to:JSJames SmithTeam: Infrastructure
Response
1h 23m
Resolution
3h 45m
AI Suggestionjust now
Based on similar incidents, this may be related to the Exchange server patch deployed yesterday (CHG-1892). 3 similar incidents resolved by restarting the email relay service.
JS
James Smith15 min ago
Confirmed affecting east coast users only. Running diagnostics on the NY relay server. Initial traces show intermittent packet loss to the Exchange relay endpoint.
Priority changed from High to Critical by Auto-Escalation Rule2h ago
SJ
Sarah Johnson2h 15m ago
Multiple users reporting bounced emails. Opening this as a critical incident per our P1 process.
Ticket created and assigned to Infrastructure team2h 30m ago
AI Draft— click to edit or Send to deliver
Hi Sarah, I've investigated the email service issue. Based on the Exchange server patch deployed yesterday (CHG-1892), this appears to be affecting the SMTP relay. I've initiated a restart of the relay service on EXCH-RELAY-NYC-01. Could you confirm if email delivery has resumed on your end?
AI-generated
AI Assistant
Suggested Resolution
Similar incident INC-3821 was resolved by restarting the SMTP relay service on EXCH-RELAY-NYC-01.
Resolution steps:
1SSH to EXCH-RELAY-NYC-01
2Run: systemctl restart smtp-relay
3Verify with: smtp-test --check
4Monitor for 15 minutes for recurrence
Confidence:
85%
Based on: 3 similar past incidents
Knowledge Articles
Impact Analysis
1,247 users affected
3 SLAs at risk
Calendar sync for 800 users
Quick Insight
This is the 4th email-related incident this month. Consider creating a Problem record to investigate the root cause pattern.
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