An issue has been received from the TTB Reporting Analyst team that the daily Dise to Salesforce ETL, which updates Salesforce with customer information including billing, has been failing since 24th January. This will also impact the userâs ability to retrieve their billing details via the TTB MyAccount. This is impacting TTB customers in Direct and also some Partners. The volume of impact is currently unknown.
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MDS have advised the server has been restarted and testing is currently being carried out to confirm if this has resolved the underlying issue. A further update will be provided once relevant information becomes available. Â
MDS have advised that they still are investigating the issue, from the errors we have sent to MDS, we believe the issue could be related to SSL certificate expiry on the Lavastorm server. This is still yet to be confirmed with MDS. TT MIM has escalated the issue to TT Service Delivery, they are liaising with MDS regarding the ongoing investigation. A further update will be provided when MDS have completed their further analysis. Â
MDS have restarted the Lavastorm server (trtlael1.mds-ms.net) as they could see connection issues with the TT Order Management Database and Salesforce, however this action has not resolved the issue. MDS are investigating the issue further, from the errors we have sent to MDS we believe the issue could be related to SSL certificate expiry. This is still yet to be confirmed with MDS. A further update will be provided when MDS have completed their further analysis. Â
MDS have advised that there were 2 Java Files created on the application server yesterday, the files prevented the SSL Certificate making the connection with the OMP Database and Salesforce. MDS have removed the files from the application server in order to resolve the root cause of the incident. CGI Operations will now manually run the Retail ETL (this will take approximately 4 hours to complete), once completed they will then manually run the reseller ETL Â
TT Incident Management raised a priority ticket with MDS (MDS-TTB-12176), MDS are third party vendor who manage Lavastorm server and operating system. MDS advised that there were 2 Java Files created on the application server (trtlael1.mds-ms.net) yesterday, the files prevented the SSL Certificate making the connection with the OMP Database and Salesforce. MDS have removed the files from the application server in order to resolve the root cause of the incident. Subsequently, CGI Operations have successfully completed todays Retail, Reseller and Sales ETLâs. This action was completed under CGI reference number INCUK0008516469. The incident will now be resolved and passed to TT Problem Management Team for further root cause analysis Â