Non-technical Description

The trainee had an incomplete record for one of their qualifications, the required field “Date Attained” was not populated. When an attempt was made to sort based on the attained date field the unexpected empty value caused an error in the process, as a result the trainee profile could not be built and nothing could be displayed in the self service application.

Trigger

• TIS qualification data for the trainee was not complete.

Detection

• Trainee reported, via hotjar, that they were not able to see their data in the self service application.

Resolution

• Handle null values when sorting qualification attained dates.

• Request missing date be added to the qualification.

Timeline

• 01 Jun 2021: 19:19 BST - Trainee left feedback via Hotjar that the application was not working/displaying their data.

• 02 Jun 2021: 09:31 BST - Issue acknowledged and thought to be related to 2021-06-01 TISSS Trainee Profile has no synchronized data

• 02 Jun 2021: 14:57 BST - Trainee identified, now thought to be a different issue.

• 02 Jun 2021: 15:31 BST - New issue identified, qualification in the trainee profile has no attained date.

• 02 Jun 2021: 15:48 BST - Fix submitted - handle the null value in the sort, but null dates last.

• 02 Jun 2021: 17:30 BST - Fix deployed.

Root Cause(s)

• Trainee profile in TISSS threw an error when viewed.

• The trainees qualifications could not be sorted by attained date.

• One of the qualifications had no attained date.

• The qualification record in TIS is incomplete.

Action Items

Lessons Learned