Re: Montreal Integration Issue: Chartwell Le WellesleyHousekeeping&Maintenance

--000000000000e3f239062c3fdb41 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thanks Monica! Tiffany and I are very aware of the tagging project as we were heavily involved in this project. My only concern is that we did not delete any tags. We only deactivated tags. Are you getting the error on your end or does the field need to send in a ticket when this happens? I am fine with waiting until 2/4 as long as we can understand what exactly the field needs to do for clients that they are trying to reactivate in the meantime. Can you help with the identifying the appropriate steps the field would need to take and Tiffany and I will make sure to communicate this to the field. Thanks! Audra Williams Director, Divisional Operations (425) 757-7027 TheKey.com [image: TheKey] On Tue, Jan 21, 2025 at 1:37=E2=80=AFPM Monica Johnston wrote: > Audra, > > I want to provide you a little more background on this issue. It began > back in mid-December and at that time mostly affected Montreal agency. > Before the holidays we worked with Wellsky IT to troubleshoot the issue a= nd > it was determined the root cause is that when a client record has a profi= le > tag on it that has been deleted at the agency level, it causes this error > when we try to update / re-activate that client. As you may know there ha= s > been a cleanup of tags going on (I added Tala to this email since she was > involved with that). > > The workaround that Ofelia was explaining is that when we get the error > Wellsky is removing the tag so that we can rerun the integration. The > permanent fix is that the API should not throw that error and Wellsky has > communicated a target date of the week of 2/4 for that resolution. > > If we can't wait for 2/4 then the only other idea I had is to can ask > Wellsky to provide a list of tags that were deleted (or maybe Tala has > this) and then the data team could search for all clients who have those > and then we could ask Wellsky to do a mass cleanup rather than one at a > time as they fail the integration. I also discussed this with Umesh and w= e > might be able to do the mass tag removal through a bulk operation on the > back end. Let me know if you think this is a high enough priority to > dedicate the time for that. > > Thanks, > Monica > > On Tue, Jan 21, 2025 at 9:05=E2=80=AFAM Ofelia Lopez Sanchez ofelia.sanchez@thekey.com> wrote: > >> Hi Audra >> >> I send emails to the Wellsky team every time we get this kind of error, >> the last one was yesterday. >> I will add you to the email thread where we follow up as the Wellsky tea= m >> is working on a solution >> >> Regards! >> Ofelia Lopez >> >> On Tue, Jan 21, 2025 at 8:53=E2=80=AFAM Audra Williams wrote: >> >>> Thanks Ofelia! >>> >>> When did we send the email to Wellsky? I am adding in David Wilson to >>> escalate this issue. >>> >>> Best, >>> >>> Audra Williams >>> Director, Divisional Operations >>> (425) 757-7027 >>> TheKey.com >>> >>> >>> [image: TheK