Qualtrics Email Outage Resolved

What happened?

Qualtrics is used for surveys and forms-based data entry across all of Duke. Your department may receive data from Qualtrics forms even if you don't work directly in Qualtrics on a regular basis.

Changes made by the vendor resulted in Duke Qualtrics forms and surveys being unable to send email between Feb. 20 (around 5:15 PM) and Mar. 7 (around 5:15 AM). OIT immediately began extended work with the vendor to restore service. This is now resolved, but you may need to take action.

This relates to the Duke University Qualtrics instance at duke.qualtrics.com and not to Duke Health Patient Experience.

What did this affect?

This would have affected any kind of email sent from Qualtrics, including:

• Email triggers at the end of surveys
• Emails sent as part of a survey flow or workflow
• Survey distributions by email
• Web forms used for intake by email
• Survey sharing notifications

Any attempts to send email using these methods between Feb. 20 (around 5:15 PM) and Mar. 7 (around 5:15 AM) failed.

What can we do now?

If you attempted to send an email survey distribution and couldn't during the outage, you can send it now.

If you were expecting form submissions during the outage and didn't receive them, you won't receive them now either.  The survey owner can examine the survey's data in Qualtrics to retrieve entries for this two-week time period. It's important to do this if your office was expecting incoming work entered through a Qualtrics form.

If you shared a survey during the outage, the recipient will have permission, but you may want to notify them through separate means. Qualtrics will not re-notify them.