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The primary work & asset management system for Austin Transportation
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`Due Date` not populating on AMD Service Request #240

Closed dianamartin closed 4 years ago

dianamartin commented 4 years ago

Jared Wall AMD

Came by and noticed that a Due Date wasn't populating on one of his CSR service requests.

Migrated to atd-data-tech #1694

dianamartin commented 4 years ago

Did some initial troubleshooting with Jared. Checked the data publication log to see if script was running. There was an issue on 9/8 and 9/9. The SR was created on 9/8, so that might've been the issue.

I ran a query on the back end and checked to see if there were any more Due Dates not populating and there were a lot that came back blank.

@johnclary we need to look into this issue. Not sure if it was due to the stop of service for the server migration that Knack did or this was something else.

johnclary commented 4 years ago

@dianamartin thanks for that research. i put this on deck for sprint 12.

johnclary commented 4 years ago

@dianamartin would you check some recent SRs that are missing due dates and see if they have a "due date" flex note?

dianamartin commented 4 years ago

Spot Testing

19-00438627 - Closed (Resolved) created: 11/15/2019 shows due date: 11/3/2020 has flex note Created Date field

19-00441042 - Closed (Resolved) created: 11/18/2019 does not show due date: blank has flex note Created Date field

Due Date doesn't show up

19-00440372 - Repairs Complete created: 11/17/2019 shows due date: 1/6/2020 has flex note Created Date field

19-00423211 - In Progress created: 11/4/2019 shows due date: 12/19/2019 has flex note Created Date field

User's SR example

19-00344609 - In Progress created: 9/8/2019 shows due date: 11/12/2019

I manually added this field on the back end with user in the morning during troubleshooting. Referenced due date on the 311 system. CSR Created Date didn't match the Created Date field though. Not sure if that's an issue or not.

has NO flex notes

We noticed the publication log didn't have a record for 9/8/2019, then on 9/9/2019 showed an error. Will look for SRs during that time period.

SRs created 9/8 - 9/9

19-00344616 - Closed (Resolved) created: 9/8/2019 show due date: 11/12/2019 has flex note Created Date field

19-00344129 - Closed (Duplicate) created: 9/8/2019 does not show due date: blank has flex note Created Date field

Due Date doesn't show up

19-00346231 - Closed (Resolved) created: 9/9/2019 show due date: 10/21/2019 has flex note Created Date field

dianamartin commented 4 years ago

@johnclary I've spot checked and even checked a few from the date range that had a publication issue: 9/8/19 and 9/9/2019. It's weird, you can see my notes on what I checked.

amenity commented 4 years ago

Blocked by migration of Knack Proxy server.

amenity commented 4 years ago

@johnclary - can you link this up with the Knack Proxy issues that are blocking it, please?

dianamartin commented 4 years ago

John said that this issue of the Due Date field not populating was because the CSR Issue didn't have an associated Flex Note. Apparently, that's where the due date gets generated and plugged into the CSR.

@johnclary bc of this reason, can we close this issue?

johnclary commented 4 years ago

No, it cannot be closed. We're waiting on Omar to update the ESB to point to new our new Lambda function on AWS. See this issue's dependency.

dianamartin commented 4 years ago

I thought it wasn't related to the knack proxy server migration?

johnclary commented 4 years ago

It is. The on-premise proxy server is occasionally throwing a mysterious error, which we think is related to the server load being too high. The ESB is supposed to keep retrying to send messages when it receives an error, but for some reason the flex notes occasionally do not make it over to Knack.

Our hope is that the new knack proxy server will eliminate these errors because it is more robust.

dianamartin commented 4 years ago

Confirmed with John that this proxy server was migrated. I will need to check the signal CSRs to see if the Due Date field is being populated.

dianamartin commented 4 years ago

@johnclary I checked Data Tracker and this is what I noticed:

FEB YTD (2/6/2020)

JAN

I'm not sure if this is a normal amount that have the Due_Date field populated or not.

johnclary commented 4 years ago

@dianamartin i made a small change to the integration on Thursday that seems to have resolved the issues with missing flex notes. it won't fix the historical records, but this should be resolved going forward. keep an eye on it and let me know if otherwise. thanks.