Production Issue - Impact to Service Providers

We've now resolved the incident. Thanks for your patience.

Issue Summary: Some in-store POs created in HDSC are not importing into BDC. This is preventing service providers from seeing these orders in the Service Provider Admin Site and app as well as unable to schedule.

Scope: The issue appears to have started on the 16th. A review of in-store POs from the 13th through the 20th identified multiple POs did not import. These span a mix of measures and installs across all markets.

Provider Impact: Multiple service providers, including SJ Installs, Synergy, ISN, and Crew2, have reported they cannot view these orders in SPA or HOME. This is delaying their ability to schedule jobs and, in some cases, requires them to contact customers directly to avoid servicing outside the standard process.

Next Steps: We've identified the root cause and are working with Iconx API team to provide a solution. We'll follow up as soon as we have more clarity on timing.

ETA currently unknown