NRs locked - being examined by the service account

JohnamLane commented 2 years ago

ServiceNow incident: INC0111003

Contact information

Staff Name: JW Staff Email:

Description

A handful of NRs are showing IN PROGRESS under the name_request_service_account. This cannot be changed in the UI as far as I know. Current list: NR 9385930 NR 5880142

Ops Process

[ ] Add Entity or Relationships label to zenhub ticket
[ ] Add Ops label
[ ] Add Priority1 label to zenhub ticket, if:
- If the business says it is a priority
- BA can use their business knowledge and best judgement if it is a priority or not
- How long the ticket has been open
- If we are still unsure, reach out to other BAs in the guild
[ ] Add ticket to "Ops" column
[ ] When ticket has been created, post the ticket in RocketChat '#Operations Tasks' channel
[ ] Reply All to IT Ops email (CC BA Inbox) and provide zenhub ticket number opened
[ ] Dev/BAs to resolve issue
[ ] DEV: Enter the time you worked on the ticket in the estimate
[ ] DEV: Tell BA it is ready to review
[ ] BAs review
[ ] Add ticket to the current milestone of the code base the ops ticket was relating to (i.e., if it's a Name Request issue, assign to current entities milestone, etc.)
[ ] Close Zenhub ticket
[ ] Tell IT Ops to close the ServiceNow Incident

sienna-oldaccountdontuse commented 2 years ago

From John on Sept 28:

Hello,

I’ve logged 9280 for this. There are 2 more NRs that I can see.

Jenn – note that NR 2638718 appears to have flipped to draft now. I’ll investigate why they are getting stuck like this and what was done to ‘unlock’ that one.

sienna-oldaccountdontuse commented 2 years ago

NR 9385930 - Draft NR 5880142 - Draft

Both NRs say the examiner was the NR service account.

Is this because the client was editing the NR? Transaction histories for both of the NRs don't indicate any client edits (or staff edits for that matter).

@thorwolpert @kialj876 @amichard any ideas?

JohnamLane commented 2 years ago

I reviewed prod again today and there aren't any NRs that are on Hold under the service account. @Sienna-Blumstengel I believe this is resolved in terms of the ops implications, but may need more investigation in terms of root cause. I will email the names unit to say that it has blown over for now, but to please report new instances of the issue.

bcgov / entity