Date of Incident: 07/10/2019

Time/Date Incident Started: 07/10/2019, 10:07 AM EST

Time/Date Stability Restored: 07/10/2019, 12:45 PM EST

Time/Date Incident Resolved: 07/10/2019, 12:45 PM EST

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Users Impacted: Legacy Internal Provider Technicians (Not field technicians)

Frequency: Intermittent

Impact: Minor

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Incident description:

Certain internal provider technician users could not complete check in/out.

Root Cause Analysis:

We identified an issue with legacy accounts setup as internal accounts without an email address configured. A bug was inadvertently introduced during the latest web release causing those users to experience a disruption to check in/out functionality.

Actions Taken:

1. After identifying the underlying issue, we added placeholder email addresses to accounts to satisfy the required email field causing the issue.

Mitigation Measures:

1. We have added additional testing steps to address these legacy use cases.
2. In a future software release, we will upgrade these accounts from the legacy account type.