Dispatch requests collected by DirectLine are not creating incident reports in DCSOps

[jim-mcgowan]

Here is the initial notification from the Cascades Region:

Hello,

I am the on-call manager for the Cascades Region in Oregon and Southwest Washington. Since early this morning our incidents are not populating in DCSOps. We are receiving notification from our dispatch service, but the events are not coming as an email from DCSOps and there is not an incident for us document our activities.

Please follow-up confirmation you received this inquiry and please provide status updates as you are working to resolve it.

Thank you, Curtis

Curtis Peetz │Regional Planning and Readiness Manager American Red Cross Cascades Region (503) 528-5669 (p) │(971) 563-6664 (c) curtis.peetz@redcross.org

[jim-mcgowan]

Here is my initial reply to Curtis:

Curtis:

I have no relationship with your dispatch service, DirectLine, and have little knowledge of how their call center software interfaces with DCSOps. However, we will take a look to see if DCSOps is preventing the transfer of incident data. In the meantime, you will have to create incidents manually.

Is anyone else in the Pacific Division experiencing this issue?

Jim McGowan American Red Cross 312-848-6726 (m) jim.mcgowan@redcross.org

[jim-mcgowan]

After a call to DirectLine, I shared this:

I spoke with DirectLine and they claim that the issue is on our end. One of their technicians will be calling me back to provide additional details about the issue. Note that five Pacific Division Regions - Cascades (Oregon), Northern California Coastal (San Francisco), Gold Country (Sacramento), Los Angeles and San Diego - are affected.

(NOTE: San Diego does NOT use DirectLine and is not affected)

[jim-mcgowan]

I received a call from DirectLine technician, John (appropriately enough). He shared a sample dispatch e-mail. Here is my subsequent communication:

A few additional details:

DirectLine sends incident data to DCSOps via e-mail to dispatch-v1@import.arcbadat.org. A sample is below. DirectLine reports that e-mails are NOT bouncing.

I assume, then, the information is parsed into an incident report in DCSOps.

As a side note, DCSOps generates to two schedule files daily and sends them to DirectLine so they know who to call when an incident occurs.

Finally, San Diego does not use DirectLine and thus, are NOT affected.

Jim McGowan American Red Cross 312-848-6726 (m) jim.mcgowan@redcross.org

Begin forwarded message:

From: John Freire johnf@directlineinc.com Subject: [EXTERNAL] FW: CALL FROM: Unit F M 303/Clackamas County 911 MessageID=5655-1520012814 Date: May 26, 2018 at 1:04:30 PM CDT To: "'jim.mcgowan@redcross.org'" jim.mcgowan@redcross.org

-----Original Message----- From: Direct Line TeleResponse Sent: Saturday, May 26, 2018 2:56 AM To: dispatch-v1@import.arcbadat.org Subject: CALL FROM: Unit F M 303/Clackamas County 911 MessageID=5655-1520012814

---

TAKEN: DATE: 05/26/2018 TIME: 02:49 AM DELIVERED: DATE: / / TIME: DELIVERED TO:

Incident#: 18-1823 Account: 5655 Reason: INCIDENT: 18-1823

Incident: Residential Fire Address: 4136 SE King Rd, MILWAUKIE X-Street: County: CLACKAMAS State: OR

  # Displaced: 4 (1 FAMILY)

Services Requested: Requesting shelter for 2 adults and 2 middle school aged : children. :

Caller Type: AGENCY Caller Name: Anthony Agency: Clackamas County 911 Contact: Unit F M 303 Phone: (971)804-1459

Caller ID: 1506

============ Message Dispatch History ===================

,456551520012814EZR1057390

[pjsier]

I'm seeing new incidents imported from Postmark in the logs, so I think we can consider this closed. For future reference, noting here these imports are processed by an inbound mail hook that wasn't running because the credit card information was no longer valid. Postmark apparently doesn't send a warning email when payment information doesn't work, it just stops processing emails (which seems odd)