Portal Access Manual Order Entry Impacted

Update timeline

1. investigating Aug 13, 2020, 01:57 PM UTC

   We are currently investigating the issue.

2. identified Aug 13, 2020, 03:16 PM UTC

   Resolution to incident has been developed and is in testing.

3. identified Aug 13, 2020, 04:53 PM UTC

   The team is continuing to implement a resolution. Updates will continue to be provided until the issue is resolved.

4. monitoring Aug 13, 2020, 09:12 PM UTC

   A fix has been implemented and we are monitoring the results.

5. resolved Aug 13, 2020, 09:23 PM UTC

   This incident has been resolved.

6. postmortem Aug 14, 2020, 11:12 PM UTC

   Portal Access is an application written on [Salesforce.com](http://Salesforce.com). [Salesforce.com](http://Salesforce.com) recently released a change to their platform that caused an issue with the Portal Access application. The change prevented the Portal Access application from accessing merchant records and prevented users from creating orders through their normal workflow. [Salesforce.com](http://Salesforce.com) was unable to deactivate or roll back the change. We were able to resolve the issue with a code change in Portal Access. This restored the application’s ability to access to merchant records and thus the ability to place orders. Note that the change did not affect the Portal Access application if the merchant record wasn’t accessed; nor did the change affect services through POS Portal’s APIs. Outage Window: 4:41amPT Thursday, August 13, 2020 through 1:12pmPT Thursday, August 13, 2020 Services Impacted: Portal Access: Merchant Records, Order Placement Root Cause: Critical Update from 3rd party provider