Knowledgebase Article Number

Description

Published September 18th, 2020, at approximately 12:00 a.m. EST. 
Last updated on September 18th, 2020.

Resolution 

At Bastian Solutions, we continually strive to provide outstanding customer service, 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 September 18th, 2020.
 

Summary:

On August 29th, 2020, Brandy from the Bosch team contacted the Bastian Solutions Support Team that totes were not entering the buffer. John Martin, Support Specialist I, worked with Brandy to collect examples, review logs, and data to investigate why these totes would not enter the buffer. 

John escalated this to the Bastin Solutions escalation team for assistance as he was unable to determine the root cause. 

When comparing the tote to see what order was associated in Exacta to the order expected in Red Prarie, we had a mismatch, meaning we did not receive an update reassigning the tote to the new order. 

Root Cause: 

Communication issue between WMS and the Exacta software. Orders were not updating to the correct order number.

Resolution:

Restarted interfaces on the Exacta side, dissociated the totes from the old orders, requiring AOR to request an update from the WMS. 

Our commitment to you:

Bastian Solutions understands the impact of the downtime that occurred because of the backup management failure, which in turn affected your business processes for your organization. It is our primary objective in providing our clients with outstanding customer service and we assure you that we are taking the required preventative measures to prevent this issue from reoccurring.