Problem Number: 320
Affected System: PDD, DCS DD Section
Issue summary
The PDD system shows as unavailable or unresponsive while a large claim is processed. This means advisors cannot process or amend direct debits.
It can occur any time there is a large claim but The most likely dates are:
- the 10th claim which is processed in the morning two working days prior
- the unpaid after the 1st claim
Current Workaround
The system may become available after processing is finished but can remain unavailable, in which case the following steps should be taken:
1) Alert DBAs and Infrastructure to issue.
2) DBAs should check for any blocking of the Webseries [directdebit] database.
3) Once any blocking is resolved, restart the broker (Environments may be able to help with this if Infrastructure not available).
Permanent Solution / Accepted Workaround
There have been no new occurrences of this in 3 years if the PDD system goes down due to large claims please follow the above.
Early Investigation indicated 2 possible root cause:
Possible root cause 1:
The first direct debit claim submitted in each month may cause the PDD application to be sluggish. Why is TBC.
Possible root cause 2:
PDD may have performance issues / shut down when ARRUDs are processing