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 August 28th and 29th, 2022 described below.
 

Summary:

1:00 PM EST (8/28/2022)
Site reported that they were unable to scan current product and get correct data in AOR. After looking in the program we found a issue with newly added code for checking for "0000" shown below.

It was found that the EQU check was in the wrong place and code was updated to:

This was reported in Ticket # 201449. This took 50min to solve. Upon solving onsite Bastian reps checked that this was working properly and now data was moving correctly.

1:00 AM EST (8/29/2022) (This was 10AM India Time and Chandan is working during this time)

Chandan review the code and found a potential issue that would affect codes that had ",0000" so he made a change on 8/28 from the following:

This also inadvertently introduced a new bug after they were done testing.  

7:35 AM EST (8/29/2022)

Bastian Software reported that they were having issues running current product in Bastian Teams Chat. Chandan started looking into the issue. Chandan worked on getting connected and customer was on break for some time.

8:30 AM EST (8/29/2022)

Chandan reviewed the data provided by Bastian Software. He was troubleshooting the issue. Scott Turner, Jason Beisel also got involved to help make progress on this issue. 

8:50 AM EST (8/29/2022)

Controls put in "Chandan_Bypass" to disable all new checks in the code. We informed the onsite site team they can start running packages. During the time we were looking what caused the issue. We found the following code was the issue:

The NEQ check should have been "0" like so:

Once this was corrected we were able to turn the new checks back on and verify that product was still running fine. Now we believe we all the new codes should run fine and the current codes. NO more changes will be made unless the site reports a issue. After the new code is run and proven to work the tag "Chandan_Bypass" will be removed from the logic.