Problem Number: 608
Affected System: Pulse
Issue summary
This occurs when a communication is sent to a client with a letter attached to it from the pulse system. The letter shows as a blank document to the client. The error is not limited to one letter template, but most reported cases related to the ‘Contractual Payment Letter’. This results in client dissatisfaction and a potential worsening of there current circumstances in relation to their debts.
Current Workaround
The issue is resolved but please raise a fresh ticket if this dose occur and follow the below.
Advisors should reach out to advice assurance to ask if a manual version of the communication can be sent out by another team.
Alternatively if the document is showing on the advisor’s side reach out the review team via email sending a copy of the document and they can follow there process for 7-zipping documents and sending them out to clients.
Permanent Solution / Accepted Workaround
This issue was resolved by Azure Dev Ops by the user story 47919. Should it occur please raise a ticket.