A real person uses templates, a real person can also make mistakes.
Trust me, I WISH we were advanced enough to have an automated system. You don’t get queues as large as we sometimes have with automations 
Anyway, GMs are primarily hands off loot rewards of that nature. There is simply nothing they can assist with. Our Developers can sometimes mitigate something like this system-wide, and on this one, they did what they could.
There were initial bugs, but they worked very quickly to get those sorted.
If you have a bug to report - QA looks at the Bugs Forum. That is where something like this should be reported. Do note, however, that’s to fix an issue - not individual cases.