Problems with Expediente Unico client documents, OneSpan does not return them.
Tuesday, February 14, 2023 at 11:43amAt Onboarding Accounts we have an issue with customer signed documents including Customer Agreement, Statement of Income, Customer Consent which in some cases OneSpan does not return to PEGA or there are delays in response. which causes the Unique Client File to be incomplete.
If possible we need to hold a call with a technician to solve this incident in production.
If you need some examples of client IDs for which we did not receive the documents, please let us know.
Greetings,
Reply to: Problems with Expediente Unico client documents, OneSpan does not return them.
Tuesday, February 14, 2023 at 12:55pmHi Joel,
Thanks for your post! Yes, please share us([email protected]) some example package IDs where you failed to receive the signed documents.
Duo
Duo Liang OneSpan Evangelism and Partner Integrations Developer
Reply to: Problems with Expediente Unico client documents, OneSpan does not return them.
Tuesday, February 14, 2023 at 01:51pmHello Dou,
We share the requested information:
hr2Yw2JPNO3VW-6e7nAoCbj1jD4=
X1OaZwZdB8YyuA67LCHt1YLbGyc=
Greetings,
JMN.
Reply to: Problems with Expediente Unico client documents, OneSpan does not return them.
Tuesday, February 14, 2023 at 02:10pmHi Joel,
Thanks for sharing the information! Just checked in logging system from OSS side and I can't find anything saying that the PEGA system failed to received the callback. So the chances are high that OSS successfully sent the package completion notification and PEGA had received the callback, however the PEGA service failed to download the signed documents. If that's the case, you should be able to find related logs in PEGA.
Duo
Duo Liang OneSpan Evangelism and Partner Integrations Developer
Reply to: Problems with Expediente Unico client documents, OneSpan does not return them.
Tuesday, February 14, 2023 at 02:20pmHello Duo,
Thank you very much for the information.
Our users inform us that the packages are complete but there is a problem with the response delay from OneSpan that makes our processes
fail.
Do you think we can make a call through microsoft teams or webex to verify the incident together?