Product Configuration

UPDATE:
Escalation sent to: Vista PBM (Website)

Requesting Vista IRT to help in product preview issue as this appears to need configuration changes on Vista side.

UPDATE:
Escalation sent to: PCD: Product Operations

Re-engaging with Product Operations. This issue appears to be growing in impact and cannot be resolved by Artwork teams. Please help in investigating appropriate next steps.

UPDATE:
Escalation sent to: Artwork Tech: Support

Requesting artwork support to look into this as we still facing issues

UPDATE:

While some of the 40 impacted orders appear to have been fixed by the version change others do not. Due to the non-critical nature of the incident, this will be pick up by Artwork Support again during their IST business hours. Next CTIM update during Indian business hours.

UPDATE:

Vista Preview Experience team has updated the Vortext preview mapping to the appropriate version (73). It may take upwards of 30 minutes for this change to take and for Artwork Support to be able to Verify. Next update when we have verified with Artwork Support if this version mapping change was successful in fixing these 40 affected customer orders.

UPDATE:

Vista Preview Experience Specialist is currently reviewing the mapping. The next update will be provided when we hear back from them or in a maximum of 30 minutes.

UPDATE:

Artwork confirmed that the issue is not resolved. Vista Product Operations confirmed that updates are typically done at the SKU or PRD level and suggested that the PX specialist, should review the mapping on PAM. While SKU and PRD configurations appear correct, the discrepancy in mappings might be affecting product previews. Currently awaiting someone from Vista PX specialist to come online and review the mapping. The next update will be provided within 1 hour at the latest.

UPDATE:

The investigation revealed that the team needs to update the Product Mapping to align with the new version linked to the current PRD. Vista Product Operations has mapped v73 to the current version since they share the same item DNAs, hoping this would resolve the issue. We are now awaiting a response from the Artwork team to confirm

UPDATE:

Rendering team and Vista Product Operations are still working on the fix. The next update will be provided once we receive more information from them or within the next hour at the latest.

UPDATE:

The Rendering and Product Operations teams are working together on the remap to resolve the issue. The next update will be provided in 30 minutes.

UPDATE:

The issue with the Premium Finish product has been traced to an incorrect product mapping. Rendering identified that the PRD was linked to an outdated version of the product CIM which doesn’t support Accent Foil as a finish for Paper Stock. The mapping was incorrect due to a change made to the link between the PRD and CIM. The team is now working on correcting the mapping and verifying the proper finish configuration. Vista Product Operations currently checking on this. The incident will be contained once validation from the Vista is confirmed. Next update when we hear from Vista Product Operations team or maximum in 30 minutes.

UPDATE:

Rendering team noted that the finish options seem to be working fine on the website, but upon further inspection, Product Operations discovered that the foil is automatically applied to the product by default, allowing customers to add text in the studio. Rendering team found the problem with PRD and in the process of fixing it. Next update in 30 minutes

UPDATE:

Product Operations is sharing the PRDs and Vistaprint website links. Rendering is checking each order individually. It seems like this was working previously but something caused it to stop, possibly due to a change in product mapping or a request to remove a configuration. They will provide an update once they find something. Next update in 30 minutes.

UPDATE:

Rendering team is online and looking into the configurations in Vortex. Next update in 30 minutes.

UPDATE:
Escalation sent to: Artwork Tech: Rendering

Product Operations has re-verified the product setup and confirmed that the Metallic finish is being applied to the decoration surfaces and designer in MCP. Since the product hasn’t been updated recently, requesting rendering team to review the configuration in Vortex.

UPDATE:

The Artwork team has shared the list of request IDs with misconfigurations. Product Operations is still reviewing but based on the initial troubleshooting done by the team when this was first flagged, it doesn’t appear to be a product misconfiguration. Product Operations will confirm it shortly. Next update when we hear from them or maximum in 30 minutes.

UPDATE:

Product Operations team is online and looking into the issue. Next update in 30 minutes.