Salesforce Delivery has identified 22k of TTB Direct orders which are showing as being in an âIn Progressâ state rather than in a âCompletedâ state. This may cause some confusion to customers who will see their order as being âIn Progressâ rather than âCompletedâ resulting in an increase of calls into contact centres.NA
The cause of this incident is due to an endpoint being decommissioned, which was used by Salesforce to surfaces Order status for direct orders (ADSL and FTTC) within the TTB Support Centre/MyAccount control panel (https://supportcentre.talktalkbusiness.co.uk/). The fault is currently with the Salesforce Development team to identify a fix and a further update will be provided once received.
Incident Management is currently liaising with the TTB Service Desk and the CGI OM&P teams to determine why the Welcome Centre Manager got decommissioned, when it got decommissioned and who carried out the work, as this seem to be the cause of the incident. In parallel, the affected orders have been provided to the MO&P team to carry out a wash with OMP so that they can be manually updated in Salesforce. A further update will be provided once received.
CGI OM&P has advised that they can create the new webservice required and would require Salesforce assistance and guidance in doing so. Incident Management has requested OM&P availability to discuss the requirements with Salesforce Delivery. Further updates to follow. Â
Incident Management is liaising with the CGI OM&P team to ascertain the timescale of the propose fix and the whether an RFC has been raised. A further update will be provided once received. Â
As the incident has been opened since 30/1 with little traction, Incident Management has increased the priority to a P2 and raised it with CGI under their reference INCUK8618502 in order to push for its resolution. Â
CGI OM&P has confirmed that they will be raising a change request (to be advised) in order to perform the work to re-create the Welcome Centre webservice (which was originally decommissioned by Capgemini). Further communications will be supplied upon receipt of the change request and subsequent timescales.
CGI OM&P has advised that Change Request CRQ000000012929 has been raised and scheduled for 2/3 out of hours. Further updates will be supplied following the completion of the change.
The following outlines the next steps for fix under CRQ000000012929. The final phase of testing from application team is in pending due to a network connectivity issue between the application servers which has been raised to Network Support Team. As per the network team, they have strict 10 day SLA for the request to be processed after which the application team would require couple of days to wind up the final tests before confirming the deployment. Considering the risk factors involved approval has been requested from the business for the fix to be deployed on the March 30th Â
Due 7 years ago (overdue)