Incident Discovery Time: 09:00am on 01/17/2023 Time of Resolution: 03:00pm on 01/17/2023 Services Impacted: Student Systems

Description of Impact

This issue was occurring because updating self-reported test scores from Salesforce to the mainframe was (intermittently) timing out. The integration from Salesforce to the mainframe uses Snaplogic to Cenote to UISCGI.

Incident Description and Resolution

Steps taken to address the timeouts: 1) Snaplogic increased their retry parameter from 1 to 5 as retrying the transaction often results in a successful update. The mainframe team increased their log level parameter to 15. This should provide more detail to the logs when timeouts occur. Clients also can manually retry the updates using their callout logs if needed. This will not resolve all such issues but should reduce them. These timeouts occasionally occur in other Cenote calls and those are being investigated. This issue was complicated as we were not sure if the P1 with Redis from 1/12/23 was resurfacing. It was not. If you continue to have issues, please contact the IT Help Center.

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