Order Management
Customer VAT invoice downloads failing on order details page
Incident Resolved: CTIM-1895
The Merchant Orders team has provided a ticket for follow up to Vista. This incident has been lowered to a Severity 4 on Vista side, meaning out of CTIM scope to prioritize. Teams will continue conversation via provided ticket. CTIM to close in 24 hours.
Please contact CTIM or see ticket for more details.
UPDATE:
No additional details at this point. There remains some errors with VAT downloads though the impact is not critical. Support teams will continue the investigation during business hours next week.
UPDATE:
Support teams have determined that additional logging instrumentation is likely required to further triage the issue. We will continue to monitor their progress and send another update by tomorrow AM (ET).
UPDATE:
Access Domain has made another auth library upgrade and requested team to try again. Next update when teams confirm if this has been successful or not.
UPDATE:
After initially thinking there was some positive results after auth library update, the teams discovered that was not the case and customers VAT invoices downloads are still failing. Next update when Merchant Orders team is online and actively investigating again.
Incident Resolved: CTIM-1895
After updating auth library team is no longer seeing errors which were blocking VAT documents. Issue is contained but awaiting confirmation from Vista teams who originally escalated. Next update within 24 hours.
Please contact CTIM or see ticket for more details.
UPDATE:
Teams have resolved the errors when updating auth library. Next update when Merchant orders team has deployed the new version or in 3 hours.
UPDATE:
As per the latest updates, Merchant Orders team is encountering the same error. The Access team has asked them to try the request via Postman. The next update will be provided within 2 hours.
UPDATE:
Access team confirms that everything is working on their end. Another support team, located in the EST timezone, still needs to verify this. The next update will be provided during their business hours.
UPDATE:
The relevant team has begun actively investigating the issue with high priority. The next update will be provided within 2 hours.
UPDATE:
Teams will continue investigation at next business hours (IST). Next CTIM update when team is back online and actively investigating.
UPDATE:
Teams are working on updating an auth related library to see if this has any positive affect. Next update in max 2 hours.
UPDATE:
Team is still investigating incident at High priority. Next update in max 2hours
UPDATE:
As per the latest update, Teams are working together to mitigate this issue. Next update in 2hours are less.
UPDATE:
The support team is waiting for further information from the respective teams to continue investigating the issue. The next update will be provided within a maximum of 2 hours.
UPDATE:
The support team is waiting for further information from the respective teams to continue investigating the issue. The next update will be provided within a maximum of 2 hours.
UPDATE:
Access Domain has confirmed they are investigating now. Next update in max 2 hours.
UPDATE:
Teams have made findings that suggest further investigation should include Access teams. CTIM has agreed with Vista that we will request Access on Monday during normal business hours. Next update on Monday.
UPDATE:
Teams continue to investigate. Next update in ~1 hour.
UPDATE:
Commerce Merchant Orders team is within business hours still and currently investigating. Next update in ~1 hour.
New Incident: CTIM-1895
Priority: High
Escalation sent to: CTIM for review.
Vista is reporting an issue where customers are unable to download VAT invoices from the Order Details page. This has led to a noticeable spike in Care contacts. Initial investigation points to the VIG (VAT Invoice Generation) service not supporting session-based auth, which Order Details began using after a recent rollout. Please investigate at high priority during team’s business hours.