Product Configuration
Orders Stuck In Fulfillment Error
Incident Resolved: CTIM-2169
Teams confirmed the orders have been remediated and this issue is contained. CTIM to provide a critical postmortem in the coming days.
Please contact CTIM or see ticket for more details.
UPDATE:
Teams have re-uploaded the files for the affected customer orders and are showing orders as accepted. The remaining orders appear to be internal. As teams know how to fix this issue, we will leave this incident open to determine how teams would like to proceed with the internal orders. Next update in 30 minutes.
UPDATE:
Teams have found some success in remediating the affected orders and are testing the remaining orders to confirm this fix will work. Next update in 30 minutes.
UPDATE:
Multiple support teams are investigating possible remediation paths at critical priority. Next update in 30 minutes.
UPDATE:
Requesting help from Commerce Support team in investigation into Box Up orders in a failed state and unproducible that must ship today. Next update in 30 minutes.
UPDATE:
Escalation sent to: Artwork Tech: Artwork Processing Support
Engaging Artwork team to help in investigation/resolution.
UPDATE:
Escalation sent to: PCD: Product Operations
Orders appear to be failing due to surface specifications failure. CTIM raising this to Critical and paging Product Operations to see if we can get this resolved in time for orders to ship on time before holidays.
UPDATE:
The support team is currently investigating these impacted orders. CTIM will provide updates every 12 hours.
New Incident: CTIM-2169
Priority: Low
Escalation sent to: PCD: FuN (Trdelnik) for review.
This case is a continuation of #CTIM-2160. The issue was resolved, but the box later encountered a few impacted orders; therefore, this ticket was created for the remaining orders.