Joe Santana (jsantana@shield-legal.com)
2024-12-20 10:35:45

Team, I just got off the phone with Dustin, who is PAUSING whatever he can before he comes into the office

Joe Santana (jsantana@shield-legal.com)
2024-12-20 10:36:15

Prior to that, just got off the phone with LR and we have been 'abusing' them since yesterday, outside of the times and thresholds allowed

Joe Santana (jsantana@shield-legal.com)
2024-12-20 10:36:35

Please LMK what it is that we added/changed yesterday so we can have a FULL understanding of what/why that is

Joe Santana (jsantana@shield-legal.com)
2024-12-20 10:37:01

and in the meantime STOP anything outside those thresholds and ANYTHING not absolutely NECESSARY "right now" or we are going to get blocked again!

Nick Ward (nicholas@tortintakeprofessionals.com)
2024-12-20 10:38:01

@here no changes by me or contact center leaders.

Nick Ward (nicholas@tortintakeprofessionals.com)
2024-12-20 10:38:55

I’ll be on site in 15

Dustin Surwill (dsurwill@shield-legal.com)
2024-12-20 10:39:12

12/17/2024 I added a second account to the lr_data dump function Nothing Integration wise has changed I will be on site in about 25 minutes

Joe Santana (jsantana@shield-legal.com)
2024-12-20 10:41:33

Apparently it was Aidan

👍 Nicholas McFadden
Nicholas McFadden (nickmcfadden@shield-legal.com)
2024-12-20 10:42:05

We haven’t used what originally caused the first shutdown. We have been running normal campaigns and backfilling some. A better definition/understanding of what “abusing them” is would be appreciated. There has not been any information relayed to us about what that threshold to be considered “abuse” we can try to avoid that if we understand it better.

Joe Santana (jsantana@shield-legal.com)
2024-12-20 10:43:04

I need everyone that touches this stuff, regardless of why to FULLY understand that we can NOT just do whatever, and if there are changes like that, to adding to requests/traffic they need to be evaluated before executing and absolutely within those thresholds and time that LR has given us. otherwise they will block us first and ask questions later

Joe Santana (jsantana@shield-legal.com)
2024-12-20 10:43:26

I am trying to get the details, they couldn't get me info from yesterday

Joe Santana (jsantana@shield-legal.com)
2024-12-20 10:43:53

This is today

Joe Santana (jsantana@shield-legal.com)
2024-12-20 10:44:03

The endpoints that are being pulled are: Getcasesummery Getlead Getcontact

Nicholas McFadden (nickmcfadden@shield-legal.com)
2024-12-20 10:49:53

Ok that is fair we can send you the expected load every day of what we are attempting to send. You and LR can then let us know if we have to limit anything. We can turn off all automations and run batches but that will get backlogged and clients won’t receive things “real-time” . Also, all the financial queries from Ryan will have to be limited as well, and we would have to not let any adhoc reporting happen without approval from LR. This will affect the dashboard for both cam and clients too.

Joe Santana (jsantana@shield-legal.com)
2024-12-20 10:51:38

Noted - Do we have an document/inventory/list of all of these items that the team(s) can be aware of ? if not please create and share ASAP, thank you!

Nicholas McFadden (nickmcfadden@shield-legal.com)
2024-12-20 10:53:10

We can put together a list regarding integrations, we will need to go around to account for all other departments, and I’ll need to talk with Ryan about limiting the financial run frequency.

Joe Santana (jsantana@shield-legal.com)
2024-12-20 10:54:02

Thanks, once we know what those all are, we can priorate by need and weight on system load/traffic

👍 Nicholas McFadden
👍:skin_tone_2: deleted-U06C7A8PVLJ
Joe Santana (jsantana@shield-legal.com)
2024-12-20 10:54:10

prioritize

Nicholas McFadden (nickmcfadden@shield-legal.com)
2024-12-20 10:55:12

Sounds good

Nicholas McFadden (nickmcfadden@shield-legal.com)
2024-12-20 11:03:19

@Nick Ward can you look into if any of the reports on your side are using an API and then we can add all of them together into a shared sheet/doc for Joe and LR?

👍 Nick Ward
deleted-U06C7A8PVLJ
2024-12-20 11:04:35

After discussing with Aidan to get an idea what was previously run, he mentioned that he is using getcustom report, getintakecontact and setanswer this morning. However prior to today he was using getcasesummary and getcustomreport. Moving forward we will follow the instructions that is mentioned above within the chat to ensure we are don't hit those limits and if it is possible if we can receive more clarity on what those limits are that would be great since reporting team does use API to pull custom reports to update things live and daily

deleted-U06C7A8PVLJ
2024-12-20 11:07:45

I’d be happy to assist in gathering a comprehensive list of departments I work closely with that utilize specific API scripts for Law Ruler. This will ensure we proactively address any potential issues and avoid a recurrence of similar challenges we faced in the past.

Nicholas McFadden (nickmcfadden@shield-legal.com)
2024-12-20 11:13:44

@Joe Santana we have expectations for some backfills and finalizations before year end. We may need to draft a reduced service email/script together so that some of the clients are aware they won’t be getting their leads until this is resolved. I would rather it come from leadership than from someone on the team in an off hand conversation about why they aren’t seeing leads. A lot of clients are looking to push things through before year end and if they ramp up more it will be a problem, may need to nip it in the bud.

Nicholas McFadden (nickmcfadden@shield-legal.com)
2024-12-20 11:27:31

I think that ultimately how it should be is our team are the only ones directly “integrating” with anything and all reports/dashes come from what has already been pulled into GCP. If any team needs something outside of that then they can submit it for review.

Dustin Surwill (dsurwill@shield-legal.com)
2024-12-20 11:31:51

May be unrelated but Jackson told me about another issue, details are in the attached image

image.png
Cameron Rentch (cameron@internetthings.com)
2024-12-20 12:36:02

@Nicholas McFadden @Joe Santana @Nick Ward we can NOT be delayed in sending claimant data to law firms. This casues massive issues, results in greater fall out, unhappy law firms, loss of revenue. Please fix, we need permanent solution asap

👍 Nicholas McFadden, Dustin Surwill
Cameron Rentch (cameron@internetthings.com)
2024-12-20 12:36:23

@Dustin Surwill ^

Cameron Rentch (cameron@internetthings.com)
2024-12-20 12:36:39

@Ryan ^^^^^

Dustin Surwill (dsurwill@shield-legal.com)
2024-12-20 13:38:03

@here Meeting invite will go out shortly for a quick meeting on the cause of LR APIs being hit hard.

Joe Santana (jsantana@shield-legal.com)
2024-12-20 13:44:06

Cam / All, The point was to stop anything outside the norm, clearly was ok to return to normal operations

Joe Santana (jsantana@shield-legal.com)
2024-12-20 13:55:24

Had quick meeting, moving forward, thank you Dustin / NickW

Dustin Surwill (dsurwill@shield-legal.com)
2024-12-20 13:58:06

Cause: A script that updated leads combined with script to dump updated leads to database created a lot of API calls Action Items: • Dustin will add a email notification if too many leads are updated at once • There will be a policy of code review, QA & notification of any code that will touch an API

✅ deleted-U06C7A8PVLJ
🙏 Nicholas McFadden
Joe Santana (jsantana@shield-legal.com)
2024-12-20 14:53:34

"too many" need a flagging point please, we talked about 2K but that seemed high.... but I am not sure at a processing, load, traffic transaltion