In Sales Force no information

can be seen in Invoices

10/06/2023

Derechos Reservados ©, en favor de AT&T Intellectual Property II, L.P., con domicilio en Nevada, Estados Unidos de América, 2020. La marca
nominativa “AT&T”®, así como cualquier otra que sea con o sin diseño o mixta, son marcas registradas propiedad de AT&T Intellectual Property
II, L.P.
In Sales Force no information can be seen in Invoices
Incident Description
On June 10th at 06:54 hs during the daily sanity for Blue Sales Platform, it was detected that no information was seen on the Invoice. Even when
the Activation and the Invoice, both , were generated OK. The RFC 2306C0364 | PRY Upgrade Sales Force was reviewed and discarted as a cause
of the issue. Sales forcé raised the ticket 44764421.

A conference was generated with Support Team

It was reviewed the comunication from eDOC with WSO2 and discarded

@12:30 hs Sales Force team asked for Two hours to execute a full review
@17:00 hs An active funtion related with enhanced Domains was detected. The function was desabled in non productive environment and
validations succeded. The change was applied also in production, but first all active sessions had to be stopped.

Sales force executed a post Upgrade activity to improve handle of enhanced Domains. And it seems to be cause of the issue

Using a FIX on the RFC 2306C0364 the funtion of enhancen Domains was disable

Opened Incident: INC000006843903

After the FIX all validations worked fine again

No more reports were received

In Sales Force no information can be seen in Invoices
Business Impact
All day long with null information in Invoices . It was mitigated sending the invoice to the users eMail

Corrective action for impact restoration

1. Disable the activation of Enhanced Domain on Salesforce.

Root Cause
1. The enhanced Domains was activated around 50 minutes after the Summer 23 release update installation.
2. When CRM Support L1 executed the sanity text matrix the Enhanced domain was not activated.
3. On Saturday 10th june 2023 CRM Support L1 report that any document can be visualized on prepaid and postpaid sales flow.
4. Based on the success of Sanity test from Summer 23 release update we did not associate the problem with the Enhanced Domain activation.
5. Around the 5 o’clock development team identified the code section that produced no load pdf documents.
6. The finding allowed us to identify that enhanced domains were the cause of reported behavior.

Next Steps

1. We need to read all notes / articles about how long really takes the implementation from Salesfoce release updates and identify the
sequence of installation.
2. The Sanity about release update might be schedule a couple of hours after installation instead immediately.
3. We need to define a whole plan for enhanced domain and use no sandbox org.