Resolution 

At Bastian Solutions, we continually strive to provide superb customer service at the highest standard, and not only reactive but proactive support. Transparency is a key component in helping achieve this objective and with that in mind, we are providing a full root cause analysis for the disruptions in service on March 14th and 16th, 2020 described below.

Summary:

Dec 22, 2023 12:00 PM

DSG called into Support, citing that via Portal reporting they noticed a significant amount (over roughly 400 picktickets) in entered status. 

Tier 1 (T1) analyst connected to the system, and started investigation via logs and SQL queries

Pulled and looked through preprocessor logs more thoroughly

12:30 PM
Escalated issue to Tier 2 (T2) resource

T2 reviewed the ticket with T1, and looked at the logs.  

They found that they were not assigned due to a lack of inventory in the locations that Exacta was searching for:

When checking v_inventory, Exacta shows that inventory does exist in the zone that CICM was looking for. Bastian suggested that the 59 locations in question be cycle counted to verify if inventory was physically there. This was completed and new products were waving and going past cube without issue

08:00 PM

DSG called back to report that Old products would still not progress past entered.  

T2 resource escalated to our Development team and began checking the configurations.

 The Development team found that there was an update needed in the configuration for sortation_area "Max_orders"

This was removed and services were restarted and the older orders/ products began to assign. 

Root Cause:

The initial issue was caused by missing inventory and Exacta / Autostore decencies. Cycle counting the location fixed the immediate locations issues. a Secondary issue was uncovered that prevented the orders originally impacted from moving past entered status once the inventory issue was resolved. Our development team corrected this by removing an unneeded entry related to "Sortation Area" in our configuration header. This will prevent any further instances of missing inventory from impacting an order being assigned once inventory is available. 

Our commitment to you:

Bastian Solutions understands the impact of the disruption that occurred and affected operations for your organization. It is our primary objective in providing our clients with superb customer service and we assure you we're taking the required preventative measures to prevent reoccurrence.