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cityofaustin / atd-knack-signs-markings

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BUG: Flex Notes not showing up when notes exist in 311 system #192

Closed dianamartin closed 5 years ago

dianamartin commented 5 years ago

Christina Tremel SMB

Said that when helping Mr. Lee, he had a work order generated from a CSR but no Flex Notes showed up.

SR # 19-00291623

When I reviewed it in the 311 system, the notes said the source was "phone", but the agent notes says it came from the mobile app. image

Only has one flex note in tracker, but 6 flex notes filled out in 311 system image

Flex Notes in back end show 11 records, however they're not populated like in the system image

johnclary commented 5 years ago

very strange. i wonder if 311 responder populated the flex notes some time after they created the SR. this would cause the SR flex notes initially to be published as empty. as i understand the way the integration works, updates to flex notes are not published.

johnclary commented 5 years ago

my gut says that we should icebox or close this for now and revisit if we see it again.

johnclary commented 5 years ago

OK, i'm seeing lots of SRs without flex notes (Filter csr_issues with COUNT_FLEX_NOTES is 0). I don't see any pattern to why some are missing flex notes. Need to investigate with CTM/ESB support.

johnclary commented 5 years ago

This was found to be an integration issue with the ESB. CTM confirmed it's been resolved.