Problem Record: Client information missing from pulse
Problem Number: 625
Affected System: Pulse, Online DMP
Issue summary
When trying to locate a clients account there is no record of it on Pulse in some cases the account appears, but the budget information is missing. The account appears in DCS but there isn’t any budget information. This has the potential to increase client dissatisfaction due to filling out information multiple times and delay them starting a debt solution.
Current Workaround
Please raise a fresh ticket when this occurs.
The user will need to create a new case and re-add the budget items.
Permanent Solution / Accepted Workaround
On investigation it was found that:
- Case appears to be anonymised
- All amounts are zeroed
- Attachments are still available.
- On the history it shows "Inflight case reprocessed as part of persistence".
- The case also does not appear via the CRN/email/postcode etc
To ensure that the clients get the fastest resolve and being unable to unblock information the above work around is now accepted.