Knowledgebase Article Number

 360041705553

Description

Service incident, Estee PADC, Dec 26th-27th 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 full root cause analysis for the disruptions in service on December 26th-27th, 2019 described below.
 

Summary:

Dec 26th

12:15 PM: Initial Call in to support to report a few orders stuck in assigned status

1:00 PM: Bastian updated one order's status manually and restarted services to see if it would process

2:31 PM: Estee PADC replies by email adding that many more orders are now stuck in this status

2:44 PM: Estee PADC calls Bastian support again. Support identifies the 'no transport containers found' error in logging

3:53 PM: Decommit and reassign process not working, Bastian support team engaging escalation to development

5:15 PM: Bastian development team identified a .dll file which was not accessible in all necessary folders. This was corrected, and the orders were reassigned successfully. Support collected logs to review root cause of why orders did not assign in the first place.

Dec 27th

7:16 AM: Estee PADC calls reporting orders are again failing to assign

8:00 AM: Support testing reassign process with mixed results, engaging development again

9:45 AM: Bastian development team identifies an unconfigured box type, 93V, being imported from host. Configuration was updated and remaining orders have their box types correct via manual database update.

10:25 AM: Confirmed with Estee PADC team no other box types were added.

1:39 PM: A couple of orders which had been imported prior to the correction had to be updated. After this there were no further service issues.

Root Cause:

Box type 93V was sent to Exacta by the host without updating configurations to allow the type to be processed.

Resolution:

Added configuration for this box type and updated the remaining orders so they could process.

Next Steps and Preventive Actions:
In future if any new box types are to be used, please contact Bastian support so we can confirm they are configured in the database before the orders are imported. Refer to ticket 137391 which identifies the necessary configuration to be updated.

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.