Prepress
Design Review requests assigned in backend but not visible in DA queue
Incident Resolved: CTIM-2215
After the fix, the customer confirmed that the issue is resolved, and no further issues have been observed since then. The incident is contained.
Please contact CTIM or see ticket for more details.
UPDATE:
The Support team is actively working to resolve the performance degradation affecting our APIs and has implemented several mitigation measures to stabilize the system while investigating the root cause. The team will provide another update once more information is received from AWS. The next update will be provided in 24 hours.
UPDATE:
The team is actively working on this issue and is adding more logs on their side to identify the root cause. The next update will be provided in 24 hours.
UPDATE:
The team is now gathering more data but with this being hard to reproduce and low urgency, this may take some days. Next update in 24 hours.
UPDATE:
Support teams are adding more logs to gain insight into the root cause of this issue to determine remediation steps. Next update to be provided on Monday, January 12 during ET business hours.
UPDATE:
Since the customer impact is minimal, the priority has been lowered to low. Next update will be shared once we have more information on the permanent fix or CTIM will follow up with the next update within 6 hours.
UPDATE:
Adding additional Business Units. The team is still investigating the root cause. So far only a small number of orders have been affected, with no direct customer impact. We will follow up in another two hours and share an update here. Next update in a maximum of 2 hours.
UPDATE:
The team is still investigating the root cause. So far only a small number of orders have been affected, with no direct customer impact. We will follow up in another two hours and share an update here. Next update in a maximum of 2 hours.
New Incident: CTIM-2215
Priority: High
Escalation sent to: Artwork Tech: Artwork Processing Support for review.
In the Design Review workflow, multiple orders are intermittently being assigned to Design Artists (DAs) in the backend but are not appearing in the Review tool queue. As a result, DAs are unaware of these assignments while the ART timer continues to run. In some cases, orders appear late with a significant portion of the ART already elapsed; in other cases, they never appear in the UI and are automatically released or terminated. This issue has impacted multiple artists, leading to order delays, incorrect ART calculations, and potential SLA breaches. Team is actively investigating the issue with priority. Next update in max 1 hour