Phantom Event/Data Issue

Issue Summary

On Thursday, the 27th of March, at 14:50 UTC, an update was rolled out to all TrakIT installations. This update caused an issue when work orders were reset. The problem caused some events and data fields in the work order to be replicated in other work orders where the same fields were empty. The issue was rectified, after which the extra events and data fields with incorrect values were cleared. No data was lost, and no other modules were affected.

The majority of TrakIT installations were not affected. Only those installations where one or more work orders were reset during this time were affected. If your installation was affected, our support team has been working with you to restore the affected data.

We want to sincerely apologize for this issue. We understand that this may have disrupted your workflow or affected your experience, and we deeply regret any inconvenience this may have caused.

Issue Details

An update was made to a stored procedure that resets a work order. This procedure is called when a work order is reset manually or when the workflow and/or services are changed. It can also be called with an action after an event or data field is changed. 

The Reset procedure performs five steps:

1. All events & data are copied into a temporary table.
2. Extra events & data are removed from the work order. In case of a workflow change, all events & data fields are removed.
3. Events & data that are missing are added to the work order. In case of workflow change, all events & data fields are added as per the workflow set-up based on the services selected, job type, and customer selection.
4. In case of workflow change, restore the temporary table into the event & data fields that match the code of the original fields.
5. Reset KPIs to match the workflow definition.

In step 4, an issue was identified that was preventing the restoration of events and data fields after the change of the workflow. The update issued on Thursday attempted to fix this issue. While the issue was fixed, events and data were also restored on other unrelated work orders on empty matching fields. It is important to note that only empty events and data fields were populated. No existing events or data were overwritten at any time.

Upon discovery of the issue, the cause was identified and fixed at about 09:30 UTC on the 28th of March. Subsequently, affected events & data rows were identified and cleared using available backups as a reference.

Root Cause

While the update to the stored procedure was tested extensively on work orders by changing workflows in test scenarios, the test cases only tested the work orders on which the updates were performed and failed to notice the full impact of the modified procedure.

Recurrence Prevention

Updates to stored procedures that involve bulk updates or insertions shall be verified against expected row counts. Expected run times shall also be measured and verified when testing stored procedures. A more careful impact analysis shall be performed on such updates.

Please be rest assured that we take this matter seriously. We work diligently to identify and resolve such problems, and we will implement measures to ensure that similar issues are prevented in the future.

We truly value your trust and patience as we strive to improve. If you have any concerns, questions, or feedback, please do not hesitate to reach out to us at support@trakit.in. Your insights are invaluable to us and help us serve you better.

Thank you for your understanding and continued support.

New Event/Data Filters for Advanced Report

With the latest update of TrakIT a new 'Event/Data Values' filter has been introduced for Advanced Reports. Previously, it was only possible to select either completed or not completed events/data fields as filters. Any other condition had to be added as a custom filter by the TrakIT Support team.

The new filter 'Event/Data Values' has replaced the previous 'Completed Event/Data' and 'Not Completed Event/Data' filters.

You can select one or more event/data codes. For example: DEL, ETA. If any of the event/data fields match the condition, the work order will be included in the report.

The values of the event/data field can be compared with a list of available options explained below:

• not empty/TBA - Value must be not empty or "TBA" (To Be Advised)
• NA - Value must be "NA"
• TBA - Value must be "TBA"
• empty - Value must be empty
• a date this month - Value must be a date that falls in the current month
• a date this quarter - Value must be a date that falls in the current quarter
• a date this year - Value must be a date that falls in the current year
• a date from - Value must be a date that falls on or after the specified date
• a date up to - Value must be a date that falls on or before the specified date
• a date between - Value must be a date that falls in between the specified dates (both dates inclusive)
• a date within last - Value must be a date within the last specified number of days
• a date within next - Value must be a date within the next specified number of days
• a partial match - Value must be a partial match for the specified text
• starting with - Value must begin with the specified text
• ending with - Value must end with the specified text
• an exact match - Value must be exactly the same as the specified text
• not containing - Value must not contain the specified text
• from list - Value must be exactly one of the items in the specified list of items (comma or semi-colon separated)
• a number >= - Value must be a number equal to or greater than the specified number
• a number <= - Value must be a number equal to or less than the specified number
• a number in range - Value must be a number in range of the specified numbers (both inclusive)

Please note that all text comparisons are case-insensitive. "ABC" is the same as "abc".

The 'Negate Condition' checkbox inverts the condition set for the filter. For example. If you have set the 'Ending with' filter, negating it becomes 'Not ending with'.

By default, the event/data filters only look for events and data in open work orders. To search within closed work orders, select the 'Include closed WO' checkbox. Note that this can cause the report generation to take a lot longer than it normally would. Do not use this option unless you really need it.

For any questions or clarification, please contact TrakIT Support.