Non-technical Description

In order for a trainee’s data to be imported to TIS Self-Service they must have the role DR in Training assigned in TIS, roughly 17k trainee’s (8 pilot trainees) have the invalid role Dr in Training - note the difference in casing of “DR”. This invalid role is possible to add by mistake when using the “Bulk Person Create” tool. The role check in place is case-sensitive so those 17k trainees are ignored and no TISSS data profile is created for them.

There are several issues to address to fully resolve this issue.

1. Allow synchronization of the missing 17k trainees.

2. Set the correct role when using the Bulk Person Create tool.

3. Fix the existing erroneous data.

The first has been addressed as part of this live defect, the case-sensitivity of the role check has been relaxed so we can match on the erroneous role assigned to those 17k trainees. The others will be addressed at a later date.

Trigger

• TISSS sync process did not create a profile for all trainees.

Detection

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

Resolution

• Set the correct role DR in Training on the trainee in TIS.

• Re-sync TIS tables to populate the data.

• Due to the scale of the issue, roughly 17k trainees have the incorrect role, a “workaround” was added to remove the case sensitivity for the role check.
  
  

Timeline

• Jun 1, 2021: 16:16 BST - Trainee left feedback via Hotjar that the application was not working/displaying their data.

• Jun 1, 2021: 20:23 BST - Workaround identified (relax role case sensitivity) and submitted.

• Jun 1, 2021: 20:40 BST - Role data corrected for all pilot trainees to allow overnight re-sync while waiting for code review or the wider scoped workaround.

• Jun 1, 2021: 20:50 BST - Data re-sync process triggered to populate missing data.

• Jun 2, 2021: 10:52 BST - Fix deployed to remove case sensitivity for future sync jobs.

• Jun 2, 2021: 13:46-14:30 BST - Data from triggered re-sync completed.

• Jun 2, 2021: 15:06 BST - Data sync caught back up on remaining changes (day to day updates).

• Jun 2, 2021: 16:03 BST - Trainee’s profile confirmed to be fully populated.

• ??? : ???? - Trainee informed?

Root Cause(s)

• Trainee profile in TISSS was empty

• The trainee was never added to the database

• They did not have the required role to be imported in to TISSS

• The trainee’s role had incorrect casing Dr in Training rather than DR in Training and the sync process was case sensitive.

• Bulk person create allows trainees to be created with the invalid role.

Action Items

Lessons Learned