Summary
MyNet Orders not building in Salesforce due to MyNet API callout responses not returning details. INC000100063200
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Latest Update This incident has been escalated to MIM. MIM has engaged Pega Operations to investigate further Â
Latest Update The Pega Ops team identified an issue with the `NotificationQ` agent which is responsible for updating cases within NSOM.. Pega Ops restarted a Pega listener. Business checks now being performed Â
Latest Update Pega Ops restarted the following services GetAPIOrde and GetOTRupdates. MIM has requested hypercare around the services to prevent reoccurrence. The business are waiting for the notification queue to clear down before full sanity checks can be completed Â
Latest Update A conference bridge is ongoing between Pega, Oss Support, Saleforce Delivery working through activities to get the backlog of orders processed Â
Latest Update Conference call concluded it was confirmed that the GetAPI and GetOTRupdate listeners were restarted via the PWPEG00005 and PWPEG00005 servers. The Pega Ops Application Support team also manually progressed 24 impacted orders to alleviate the impact. However, there are still 48 impacted orders remaining despite the restart of the listeners. The Pega Ops Application Support team are closely analysing the `NotificationQ` agent which is responsible for updating cases within NSOM. This is expected to take up to 3 hours. Â
Latest Update The Pega Ops team have confirmed that they have manually cleared a backlog of notifications in `NotificationQ` and the Salesforce Dev team have been able to manually reprocess the affected orders. The team have confirmed that the orders have been submitted successfully and now in the process of rebuilding. Business checks will be performed in hours tomorrow to fully confirm service restoration Â
Technical / Suspected Root Cause The Pega Ops team confirmed that they manually cleared a backlog of notifications in `NotificationQ` and the Salesforce Dev team were been able to manually reprocess the affected orders. The team have confirmed that the orders have been submitted successfully and were built as expected. No further issues have been reported, This incident will be closed with further investigations into the known issue being tracked via PBI000000007102 Â