Knowledgebase Article Number

Description

Published September 8th, 2020, at approximately 4:00 p.m. EST. 
Last updated on September 8th, 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 5th, 2020.
 

Summary:

September 5th

2:26 AM EDT

Team reached out to our overnight team via phone detailing the issue that they were experiencing

2:47 AM  EDT

Masa sent information over regarding the issue for our team to investigate.

3:14 AM  EDT

Bastian support team reached out to escalated resource regarding the issue after initial investigation.

4:20 AM  EDT

Bastian determined that the orders being imported currently existed as inventory containers in the system and believes these needed to be removed in order to get waves imported correctly.

5:49 AM  EDT

Bastian ran a DB backup prior to deleting order and container information through a number of queries to free up the existing inventory issue. We touched base with the site to see when waves would be resent. Waves were indicated to be resent at 9pm JST which is around 8am EST.

8:36 AM  EDT

Waves imported successfully after bastian fix.

Root Cause: 

The issues was due to import trying to insert duplicate cntnr_header records of type 0. We were trying to import duplicate records because our naming syntax rolled over before the previous ones had a chance to be deleted. 

Resolution:

The resolution is to expand the naming range of these cntnr_header records so that D&A will have more time to delete to the previous records before they would be reused again.

Next Steps and Preventive Actions:

Bastian support has created a Work Item with our development department to promote a fix. Once provided we will work with the Amway team in order to install into test/production.

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.