Knowledgebase Article Number

360054539814

Description

Published October, 2020, at approximately 9:30 a.m. EST. 
Last updated on October 2, 2020.

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 14th and 16th, 2020 described below.

Summary:

Saturday, September 26

8:28 AM EST
DSG called into Support, citing waves were taking an unusually long time to load (approximately 40 minutes to an hour)

9:00 AM EST
Tier 1 (T1) analyst connected to the system, started investigation via logs and SQL queries

10:01 AM EST
Escalated issue to Tier 2 (T2) resource

10:35 AM - 12:15 PM EST
T2 reviewed the ticket with T1, and looked at logs.  Reviewed live examples provided by the site and tried to determine if the IT was affecting all Putwalls or if the incident was isolated to Putbox3.

Found that 90% of locations on Putwall 3 had orders/containers still tied to locations. Confirmed with Site that these locations where currently had no physical content tied to them.

Worked with the site on restarting Putwall services during a break to further troubleshoot the issue.

12::30 AM EST
Development Resource Engaged

12:00 PM EST
DBA resource assigned

12:30 PM - 2:00 PM EST
Development reviewed logs and system logic to determine if the locations where not being cleared due to application issues.    Queried the database to determine the total number of putwall locations and Putbox 3 locations.  Found that 87 of the 89 locations needed to be cleared. 

Updated the Location ID on the Container records tied to the Putbox 3 Putwall location to NULL to clear the locations in question. 

The site then waved additional work to confirm that the locations were now working properly.

Verified that after each put/pick that the location was now clearing out as expected.

Root Cause:

The cause for no Putbox 3 location not being able to have orders associated was that previous containers had not been cleared from the locations once pick completed. 

Resolution:

Cleared old/complete order information associated with these locations and confirmed that new orders were able to be assigned. Also confirmed that orders that were then pick completed were cleared from the locations as expected to prevent another reoccurrence. 

Next Steps and Preventive Actions:

Further review logs and import logic with Development Team to pinpoint occurrence. Review Tote Pack Complete (TCP) History to confirm if failed import resulted in the Putbox 3 locations not being cleared.  

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.