Knowledgebase Article Number
February 14th, 2022, at approximately 12:10 p.m. EST.
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 February 14th, 2022 described below.
Monday, February 14th
12:10 PM EST
Kenny William called John Martin to get Software support engaged, and Eric reached out to Controls support to get both sides engaged. The issue that was reported was that nothing was diverting. Bastian Software Support coordinated with Controls Support to troubleshoot this issue. During the initial troubleshooting, Controls determined that they were not getting destinations from Software, but we could see destinations being sent to controls.
12:30 PM EST
We were able to determine that the issue causing the missed diverts was that the data was being sent late, which caused the diverting issues.
12:40 PM EST
12:45 PM EST
1:05 PM EST
1:30 PM EST
1:45 PM EST
2:20 PM EST
The new query in the AOR logic was querying a column in the document line table that did not have an index or database statistics turned on.
The resolution was to add the index for Document Line and to create Statistics for the Document Line/Document Header tables.
Next Steps and Preventive Actions:
Increase the scope of testing when it comes to implementing changes to test every aspect that we can.
Auto-create statistics to be turned on so they are not missing when a query requires them in the future.
Increase frequency of statistics rebuilds from weekly to NIGHTLY on job VDBA_CustomRebuildIndexes
Kept Exactadb Auto Update Statistics = FALSE
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.