Knowledgebase Article Number

Description

Published November 21st, 2019, at approximately 10 p.m. EST. 
Last updated on November 22nd, 2019.

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 root cause analysis with action items to prevent issue from reoccurring.
 

Summary:

Indigo called an reported PTL and routing issues. Receiving no divert message.

Root Cause:

Failover occurred to the secondary node for application services only, database and drives remained on the primary node. Host system did not detect that failover occurred, which should have disconnected and permitted a new connection from the secondary node.

Resolution:

Revert services back to the primary node, forcefully restarting the import adapter. Purge routing data with missing idoc information.

Next Steps and Preventive Actions:

Our suggested action item to prevent this from occurring during peak is to disable automatic failover of the services. Failover would be a manual process, taking approximately 10 minutes once Indigo notifies Bastian and it's determined a failover is required. The process requires us to right-click on the role and reassign it to the secondary node. Services will then stop, migrate and start.

This should remain this way until a controlled test with Indigo, SAP, and Bastian can occur and ensure the failover process works without error. Bastian would evaluate during testing if a start delay would be required.

In addition, Bastian Support, will connect every 12 hours verifying all services are started and verify we're on the correct node. They will also proactively review the import/export logs for any errors. Confirmation will be provided to Indigo upon completion.

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.