[Congressional] V12297711 Due 11/18/24 (Sen. Sullivan)

ATMiddleton commented 1 month ago

Issue Description

Veteran is receiving the following error message “VA error code 90” when he attempts to logon to the website to apply for compensation under the FMP program.

https://app.slack.com/client/T03FECE8V?selected_team_id=T03FECE8V

Tasks

[x] Review congressional correspondence
[ ] Resolve issue
[ ] Notify Veteran and congressional correspondence channel of solution.

Acceptance Criteria

[ ] Veteran issue will be resolved or responded to with final answer to issue
[ ] Congressional Correspondence will receive details of the resolution

How to configure this issue

[ ] Attached to a Milestone (when will this be completed?)
[ ] Attached to an Epic (what body of work is this a part of?)
[ ] Labeled with Team (product support, analytics-insights, operations, service-design, Console-Services, tools-fe)
[ ] Labeled with Practice Area (backend, frontend, devops, design, research, product, ia, qa, analytics, contact center, research, accessibility, content)
[ ] Labeled with Type (bug, request, discovery, documentation, etc.)

Kimberley2023-CSM commented 1 month ago

10/14: Sent first outreach to Veteran to: Understand if issue is still occurring. Ask for a screenshot that contains the URL in order to pass to Damien DeAntonio from the IAM team in order to review and resolve. Awaiting response.

Kimberley2023-CSM commented 3 weeks ago

10/30: Sent second outreach to Veteran. Awaiting response.

Kimberley2023-CSM commented 3 weeks ago

10/30 & 31: Veteran responded with screenshots, but not screenshot of error 90. 10/31: Sent requested guidance email to Damien DeAntonio. Awaiting response.

Sent email to Veteran asking for a screenshot of error 90 including URL.

Kimberley2023-CSM commented 3 weeks ago

10/31: Veteran responded advising there is no error code 90. His issue is listed in the email with screenshots for back up. He provided multiple emails with ID.me and VA.gov teams. Damien provided insight from I.A.M. perspective. All details included and summarized in an email to ID.me POC. Awaiting response.

department-of-veterans-affairs / va.gov-team