| NOTICE TIME ZONE | Brisbane GMT+10 |
|---|---|
| STATUS (Open/Closed) | Open |
| INCIDENT START DATE | 2020929 |
| INCIDENT START TIME (HH:MM) | Approx: 08:15 |
| ESTIMATED TIME TO RESOLUTION | N/A |
| INCIDENT END DATE | 20200929 |
| INCIDENT END TIME (HH:MM) | 23:59 |
| OUTAGE DURATION | 16hrs |
| INCIDENT CAUSED BY A 3RD PARTY? | No |
| IF YES, NAME OF 3RD PARTY | |
| XCRM TICKET NUMBER | N/A |
| BRAND | XNET |
| INTERNAL PRIORITY | N/A |
| CUSTOMERS AFFECTED | ALL |
| SITES AFFECTED | ALL |
| DESCRIPTION OF INCIDENT | Some users receiving notifications informing them of delays sending to domains such as hotmail.com, outlook.com and live.com due to mail.voipstra.com.au being on email blacklists |
| PRIMARY IMPACT EFFECT | Users may have delays sending emails |
| SECONDARY IMPACT EFFECT | None |
| EVENT TIMELINE | |
| TUESDAY 29TH SEPTEMBER 2020 | |
| 08:15 | XSTRA identified a large backlog of emails on mail server |
| 08:30 | XSTRA confirmed mail.voipstra.com.au was blacklisted |
| 08:41 | XSTRA identified cause of blacklisting due to large quantity of spam emails being relayed through server |
| 09:00 | XSTRA identified source of relay and immediately blocked all connectivity to the mail server from that network |
| 09:03 | XSTRA commenced clearing backlog of spam emails |
| 09:45 | XSTRA submitted request to be delisted from the blacklists |
| 10:15 | XSTRA forced email to route via alternative IP address temporarily to ensure delayed email still transmitted |
| RECOVERY & RESOLUTION | |
| Removed spam server’s ability to relay through the mail server and additionally blocked at the router level. Cleared all remaining spam email from queue and submitted requests to be delisted | |
| ROOT CAUSE | |
| A subnet mask that is reserved for private ip addresses was declared too large allowing public addresses to use the mail server as a relay | |
| CORRECTIVE & PREVENTATIVE MEASURES | |
| Confirm all IP addresses in the list are only private subnets and\or customer specific ip addresses | |
| RESIDUAL EFFECT | |
| Some email may be required to be resent if it exceeds the 2 day delay window |
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