Order Management
Platform Orders getting stuck into Suspended state for all Merchants
Incident Resolved: CTIM-1671
Support has confirmed that all previously impacted orders have been unblocked and new orders now processing as expected. Hence moving the case status to contained.
Please contact CTIM or see ticket for more details.
UPDATE:
Team is still working on the old impacted orders. Next update after we hear back from support team
UPDATE:
Support team informed that All new orders are not blocked and moving ahead from itempricing state of Item Standardization.Currently, looking at the old impacted orders if system auto remediates them in batches.
UPDATE:
Support team continues to upgrade various components, redeploy and test in order to identify the root cause of Platform Orders getting stuck in the Suspended state. Next update will be shared within 30 minutes.
UPDATE:
Support team suspects the issue may be due to a version mismatch that caused a break across the service. They are actively working on it with high priority. Next update will be shared within 30 minutes.
UPDATE:
Support team is continuing their investigation into the root cause of the orders being stuck with high priority. Next update will be shared once we hear back from them or max in 30 minutes.
UPDATE:
Support team is actively investigating the issue with high priority. Next update in max 30 minutes.
New Incident: CTIM-1671
Priority: Critical
Escalation sent to: eCommerce Support for review.
All orders injected into the Platform Order application are transitioning from Processing to Suspended after retries are exhausted. This behavior is affecting all orders injected after 10:39 AM IST. The Optic team from the Commerce domain is actively investigating the issue.