Is e-mail working at all?

SFEley's Avatar

SFEley

01 May, 2008 02:22 PM

Having major issues with e-mail on all users in my Lighthouse project. First, no one at our company domain (deepsalt.com) has been getting invite messages. I just logged that as a ticket, though I've assumed it's a problem at our hosting provider.

But I've made a couple of test users at Gmail and they're having problems too. The invite messages are received okay, but test tickets from one user to another aren't generating any notifications on either end. Attempting to update tickets by e-mail is also having no effect. Some of my tests were done last night, some this morning, and except for the invites to the Gmail users I've seen no e-mail from Lighthouse at all on any account.

Am I using the system wrong somehow? When you assign somebody else (not yourself) to a ticket, they're supposed to get an e-mail about it, correct? That's behavior I'm not seeing. Am I the only one experiencing problems with this?

  1. 1 Posted by SFEley on 01 May, 2008 05:31 PM

    SFEley's Avatar

    I updated the ticket, but just to close out my public complaint: figured out from my hosting provider what was wrong. They were blocking e-mail from sources without a reverse DNS name, and lighthouseapp.com's IP address currently does not have reverse DNS. Hopefully they will fix this today.

    As for the mail not going to other accounts... It eventually did show up, it was just being unreasonably slow. Delayed by a few hours.

    So the mysteries are solved, and I'm feeling better. Looking back in old forum threads, though, I see that slow e-mail updates and lost e-mail are issues that seem to come up over and over for you guys. Whatever's going on with your e-mail efficiency, I hope you're putting serious resources into resolving it. Reliable e-mail is mission critical to users of your application. If I can't rely on ticket notifications as a timely way to communicate with my developers, and have to find other channels to give them the same information, the ticketing system loses most of its value. Worse, if I tell my client that he can generate new tickets by e-mail and then his e-mail goes into a black hole, I have failed in his perception. Not you. Me.

    You are hosting an enterprise-level application and people are trusting you with their projects and their careers. Much bigger Rails applications such as Basecamp have no trouble sending e-mail within 60 seconds. I understand that receiving and processing e-mail is a completely different problem, but what matters to me as an end user is my workflow. E-mail is not an optional, "nice to have" feature of your system. It's critical. It has to work.

  2. 2 Posted by Rick on 02 May, 2008 05:29 PM

    Rick's Avatar

    Yes, I agree completely. Sorry for the issues. We did solve this on our last cluster, but obviously the new cluster wasn't set up properly. I'm working with EY to get this resolved.

  3. 3 Posted by scott9s on 03 May, 2008 03:12 PM

    scott9s's Avatar

    We're testing out using lighthouse as our ticket management app. We signed up for the free account to test it out for our next milestone of our app, and We've not been getting emails. Is there something we need to set-up? What's the email address we should add to our address book to help with spam filters? It's slow. Thanks.

  4. 4 Posted by Will Duncan on 04 May, 2008 08:05 AM

    Will Duncan's Avatar

    scott9s, the email displayed at the bottom of your /tickets page, so http://yourprojectname.lighthouseapp.com/projects/projectnumberhere/tickets is the email you will send new tickets to, and the email that your tickets will be from.

    Example: activereload - Lighthouse Users: Tickets

    You can read more about the email system here: http://www.lighthouseapp.com/help/how-do-i-send-emails-to-lighthouse

    Also, if you are not seeing emails at all, please email [email blocked] with your account name and what your email address is, to see if there is some spam or dns issue with the system or where things are going wrong.

    The email system was down during the first two weeks of the LH v2 launch and Rick got it moved over and hooked up last week, so it has been working since then and that delay was hard on everyone, but it required the move to a new server and delicate hands. I get my emails within 1-5 minutes again, since lighthouse processes emails on 5 minute intervals.

    When you say it's slow, do you mean the system? or spam filters?

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