tempo notification issue

[Abhisek]

I hope you are doing well. We are experiencing an issue with Tempo in our Jira instance. We submitted the timesheet on 24 January 2025, but the notification was only received on 30 January 2025. Additionally, our whole team is not getting the notification as expected.

Could you please look into this and help us resolve it?

Thank you for your assistance.

[Tempo Support]

Hello Aditya and Abhisek,

I would like to clarify the situation, as there are two separate issues with different root causes that are currently being conflated.

January incident (resolved):

In January, there was a temporary service outage affecting our email processing infrastructure. This resulted in delays of a few days for all notification emails, including Approval and Scheduler emails.

This was a platform-wide incident, not a bug, and it was fully resolved in January or early February, with the service returning to normal operation.

Current issue (different and unrelated):

The issue currently being investigated is a separate bug with a different root cause. It:

• Affects only certain customers
• Impacts Scheduler emails only
• Does not affect Approval emails
• Is not related to the January outage

Because of this, it would not be accurate to describe the email issue as ongoing throughout the year.

Our team is actively investigating the current issue and doing everything possible to restore full functionality as quickly as possible.

We will continue to keep you informed as we make progress.

Best regards,

Santiago
Tempo Customer Support

[Abhisek]

we need notification

[Miglena Hristova]

Hi Abhisek,

We’re aware of an issue causing delays in Tempo notifications, and our development team is actively investigating the root cause to resolve it as soon as possible.

We understand the inconvenience this may be causing and appreciate your patience.

I'm afraid, we do not have an ETA on when the fix will be placed, but if you’d like to stay updated on the progress, please feel free to submit a ticket through our portal: https://tempo-io.atlassian.net/servicedesk/customer/portal/6

Best wishes,
Miglena
Tempo Customer Service and Support

[Abhisek]

If you can explain how long this will take and everything will return to normal.

[Aditya Verma]

In December 2025 they still say the same thing that we do not have an ETA to fix this bug.
Raised the support ticket for notification issue, they are not even providing a Bug ticket for this.