Knowledgebase Article Number

1500010672041

Description

Published May 12th, at approximately 7 a.m. EST. 
Last updated on May 11th, 2021.

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 17^th, 2021 described below.
 

Summary:

1:21 PM EST
The client reported slowness in the P2L system and containers were double scanning.

1:24 PM EST
Tier 1 logged in and started to troubleshoot the issue

1:46 PM – 2:21 PM EST
The tier 1 noticed there was high fragmentation on several tables. The indexes were rebuilt and the site tested to confirm the issue was resolved.

2:22 -2:30 PM EST
The site reported the slowness and double scanning issue were resolved. After the initial issue was resolved it was reported that the panda was printing labels but not tamping in time. We advised the site to reach out to their third party controls team.

Root Cause:

The root cause of the slowness and double scanning was high fragmentation on several critical tables. This was due to the SQL maintenance jobs failing after the database was moved by the site in April 2020.

Resolution:

Indexes were rebuilt on several tables that contained high fragmentation with a page count over 100.

Next Steps and Preventive Actions:

DBA team was engaged to restore the maintenance jobs to ensure the indexes are being rebuilt nightly.

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.