Problem Number: 463

Affected System: Pulse, Vision Blue

Issue summary

This occurs when a client chooses an IVA as their debt solution and is then passed to the IVA team. While the clients account shows on pulse the IVA team have no record on their side. This leads to clients believing they are on a debt solution when they are not, delays in starting their chosen solution and the risk of interest/charges and further action from the client’s creditors.

Current Workaround

The IVA team will look through the referrals manually and contact the relevant department for corrective action to be taken.

Permanent Solution / Accepted Workaround

 The cause of this was identified as:

  • some/all debts being counted as expenditure items
  • the data getting into TCS staging creating notes and populating them into the network drive (\\vadmcpro1app02\IVA Client Files\4 Debt Advice Notes) but not transferring them to Transfer.

The below image shows how the data is transferred from Pulse into Vision blue.

 

It has been agreed that the IVA team will go to the file location and check these manually