Issue Start 09/01/2020 0853
Issue End 14/01/2020 0936
Item Checks impacted
Impact
During the incident approximately 70% of transactions requested using these item checks resulted in a fatal error response from GBG ID3global. This was caused by our supplier returning to ID3global an 'unable to process, timed out' response.
Cause
On 9/1/20 a user account within our supplier system that provides access to datasources for GBGroup's Danish item checks was deleted in error. This was not part of any standard processes (maintenance or housekeeping) but a manual error. This user account was needed to access parts of the supplier data so only impacted GBG customer transactions that needed such data and therefore didn't affect all transactions. This focused the suppliers investigation initially in the wrong area. GBG escalated the lack of progress towards a resolution, which lead to a change in focus and service being fully restored.
Resolution
Specific account reactivated the account which restored service as expected.
Problem Prevention
The supplier has conducted audit of all required credentials/access afresh and documented changes in procedure that would prevent such deletion.
All changes to any credentials now determined as supporting GBG Danish service are now subject to change control in which GBG is already a stakeholder.
Both GBG and our supplier apologise for this manual error and the impact the length of investigation took to correct the service
GBG Service Management