This issue has been monitored for past three weeks and is functioning as expected. It is now being marked as "Resolved".
Aug 23, 16:38 PDT
PH Tech has identified all emails that users attempted to send through CIM during the time of this incident. These emails will all be re-sent using the new email address format. If you have any questions, concerns or issues, please contact your PH Tech Account Representative or help.phtech.com for support.
Aug 2, 16:13 PDT
PH Tech has deployed a product change to resolve this issue. This change slightly alters the way emails have historically been delivered from CIM.
Previously, emails would be delivered as if they were sent directly from the user in CIM. Example: JohnDoe@office.com
With this change, emails will be delivered from a CIM-specific email address with the user's name. Example: John Doe (via CIM) . The user's actual email address will be included in the "reply to" field of the email. This change is a common industry paradigm for applications that send email messages on behalf of users.
With this change in place, PH Tech is also researching re-sending all undelivered emails during this incident time period.
Aug 2, 14:49 PDT
PH Tech's engineering teams have identified possible solutions to this current issue and a resolution is expected today. More details on a solution will be posted as soon as they are available.
Background on the current issue:
Emails from CIM have always been delivered with the logged in user's email address as the sender. This causes the generated email to appear as though it is from that user. Unfortunately, this is also a tactic that has been employed for more malicious purposes on the internet such as SPAM and phishing emails. These emails appear to come from a specific person, but in fact are generated by a third party system. To combat this misuse, most major email providers are now denying these emails. Unfortunately, this has caused PH Tech's emails to now be rejected by our secure email provider. This is not a result of any recent product or configuration changes.
Along with developing a solution to this issue, PH Tech is also investigating the ability to re-send the failed messages from this time period. More information regarding this will be published as it is available.
We apologize for this inconvenience. We understand the important role secure messaging through CIM plays in the collaboration and coordination of care for patients in our community.
Aug 2, 10:11 PDT
PH Tech's engineering team is continuing to work on a solution to the email delivery failures.
Aug 1, 17:17 PDT
The root cause behind email delivery failures from CIM has been identified. A supporting system that manages email delivery on behalf of CIM began experiencing failures on Friday 7/29/2016 at 12:20pm. PH Tech's engineering team is actively working to address this underlying issue and restore full functionality.
Aug 1, 14:03 PDT
PH Tech has received reports that some emails sent through CIM are not being received. For all reported incidents, PH Tech has confirmed that the corresponding notes are saving correctly in CIM. Teams are actively researching this issue to identify its root cause and scope of impact. Updates will be posted here as soon as they are available.
Aug 1, 12:46 PDT