Hi Debbie Kulling,

Please find below details:

Concern: Server error on Enroll Now screen.

Cause : For following 2 generic rules, single quote ' is added in additional field check box and it is causing problem in generating eligibility rules.
1. Medical HRA Rule
2. Medical HSA Rule

We have created JIRA WT-9127 to fixed issue.

Correction: As of now, you can follow below steps to avoid this issue:

Step 1: Go to Form Builder -> Select Demographic Information -> Design Form Layout ->
Select Check box named To determine if you are eligible for the HSA, please answer the following
and removed single quote from option values of check box.

Step 2:
Go to Eligibility Rule -> Select Rule ->Medical HRA Rule -> just edit and saved all additional criteria. (This will generate proper eligibility rules in database.)

Perform step 2 for Rule Medical HSA Rule as well.

After performing above steps, server error will not come on Enroll Now screen.

Thanks & Regards,
Vinanti R. Yadav

Cc: Jyoti Mayne, Sheetal Bodhale

Hello,

The client is receiving "Server Errors" again. Below is a list of the errors the client is experiencing:

-After adding a new participant the pop-up box "Server encountered an error contact your administrator" shows. However, when you go to "Search Employee" the employee shows. See attached print screen for Test DepLife as an example.

-When going in as the employee the user ID shows as 222; however, under "Security" the user ID credentials show the UserID should be email address before @ sign but it shows just numbers. See attachment

-When you go through the workflow as an employee, for example USER ID 222, PW Elvis111! the following errors occur:
1.Get the server error (see attached)
2. Cannot get past the spouse/dependent screen
3.When reach HSA questions page cannot proceed
4. The system worked fine on Friday, answering the HSA questions and was presented with the correct Medical Plans. Test Marriage is an Example.

Michelle Parker
Debbie Kulling

Hi, Vinanti Yadav

This is an Urgent request. The client would like this looked at and resolved today as they have a client demo today.

Thank you for your help,

Kira
Debbie Kulling
Michelle Parker

Hi Kira Hamilton,

Please Refer below 3C's:

Concern : Server error on add employee and in employee workflow

Cause : This is because there were duplicate age band for sub rate present for following two rates.

Sr. No	Rate Name	Sub Rate Name	Duplicate Age Band	Screenshot
1	Life Insurance	Life	0-99
2	STD	STD	0-99

From sub rate UI screen, it is not possible to add duplicate age bands. This is happened due to import rate functionality.
We are working on this code fix in JIRA WT-8981.

Correction : Please delete one of the age band from mentioned sub rate to avoid server error .

Thanks & Regards,
Vinanti R. Yadav

Cc: Jyoti Mayne, Amruta Lohiya

Hi Kira Hamilton,

Please find below 3C's,

Concern: When going in as the employee the user ID shows as 222; however, under "Security" the user ID credentials show the UserID should be email address before @ sign but it shows just numbers.

Cause: Mentioned Employee Address is 222@ANY.COM.On security page ,email address is selected to generate User ID. User ID will be created using *everything in-front of @ symbol in the email address * . Mentioned employee has 222 in front of @ in his email address.
So It is showing user ID as '222' which is correct.

Please let me know any additional details are required.

CC:SatyaJaideep Vinchurkar

Thanks,
Sheetal Bodhale

Hi Sheetal,

Thank you for the update regarding the email address. I spoke incorrectly regarding the email address. The client is aware that the USER ID is set to email before @ sign however, they have noticed that that there are times where the system seems to attach two random numbers to the end of the email address before the @ sign. Print screens attached for TEST DEPLIFETWO, user ID added two additional numbers? Can you tell us why the system attached 2 additional numbers to user TEST DEPLIFETWO?

Thank you,

Kira
Debbie Kulling
Michelle Parker

Hi Kira Hamilton,

Below employee has same numbers in front of @ in their email address.So whole generating email address,it will create the same user name so to avoid this system appends employee ID of that employee.

Because of this, it will be showing random numbers in user name of employee TEST DEPLIFETWO.

Firstname Lastname Email address
TEST MARRIAGE 456@BENXCEL.COM
TEST NEWBORN 456@BENXCEL.COM
TEST DEPLIFETWO 456@any.com

Please let me any additional details are required.

CC:Debbie KullingMichelle ParkerSatyaJaideep Vinchurkar

Thanks,
Sheetal Bodhale

Hello,

We spoke to the client and relayed the findings that you uncovered in group HOPE Community Resources regarding Concern: "Server error on adding employee and in employee workflow". The client did not agree that the Cause is : " duplicate age bands (for Life Insurance and STD) due to import functionality". The client never import their rates. Rates are entered in manually.

I reviewed the below areas of the system for groups HOPE Community Resources and Quincy. Please review these areas as well and let us know if any of the issues listed below could be the cause of the client receiving the
"Server Error". Also, please let us know why the below issues are happening with these groups.

HOPE Community Resources:
1. On the Demographic screen there is a drop box that has been added titled "Grandfathered LTD/STD". This drop box only has 1 option to select "Grandfathered". Per the additional eligibility criteria in the eligibility rules attached to the STD plans the rule states "Employee.Grandfathered LTD/STD-not equal to -Grandfathered. Can you tell me if the "Settings" for this drop box on the demographics page in form builder are set up correctly? Is there an issue with how the drop box since it only shows 1 option?

2. Life Insurance Plan- The plan does not have a "Coverage Type" selected under the general plan design. Since the group did not import their rates; could not having a "Coverage Type" selected be the reason the rates duplicated?

3. Please delete the incorrect Life rate. The incorrect rate is $.07.

4. Please delete the incorrect STD sub rate. The incorrect rate is $.06.

5. Dependent Life Insurance-the group created 1 dependent life plan for Spouse and Child. By having only 1 Dependent life plan for Spouse and Child; could this cause any system issues?

Quincy
1. On the Demographic screen there are 2 custom drop down boxes added. "Employee ACA Eligibility Status" and "EE Combined Coverage". Can you review these custom boxes under form builder and verify that these boxes were set up correctly? Under the "Settings" for these custom boxes, did the client miss anything?

2. Vol Spouse Life- The Vol Spouse Life DP sub rate is duplicated. The rates were not imported but entered in manually. Can you give me the exact reason why the system duplicated the Vol Spouse Life DP subrate?

Please do a complete Sweep of all of the below groups of this client and let us know if any of the groups below have the "Server Error contact Administrator" Issue or any other issues:
City of SeaTac
City of West Covina
COSB
Ledcor
RSC
County of Sutter
The Clone Group
TIBCO

Yamilka Coca
Debbie Kulling
Michelle Parker

Hi,

in regards to this ticket:

-please pull the history on who added the subrate in the Life Insurance plan and in the STD plan (the client confirmed with us they did not add the duplicate rate)

Thank you,

Kira
Debbie Kulling
Michelle Parker
Yamilka Coca

I really need the issue of the duplicate age bands for Quincy researched tonight. We corrected Hope because they need to load data tomorrow. I didn't correct Quincy duplicate age band on the Spouse Vol Life (DP Subrate) because I wanted development to be able to find the root cause

Once the issue is identified the duplicate age bands can be deleted. Attached are the correct rates

My guess is that when this group was cloned from the "The Clone Group" it caused and issue when they tried to update the rates.

Please advise asap.

Hi Kira Hamilton,

As requested, following are the answers to your issues:

HOPE Community Resources:

1. On the Demographic screen there is a drop box that has been added titled "Grandfathered LTD/STD". This drop box only has 1 option to select "Grandfathered". Per the additional eligibility criteria in the eligibility rules attached to the STD plans the rule states "Employee.Grandfathered LTD/STD-not equal to -Grandfathered. Can you tell me if the "Settings" for this drop box on the demographics page in form builder are set up correctly? Is there an issue with how the drop box since it only shows 1 option?

• We checked the demographic screen and found that the the flag "Grandfathered LTD/STD" has below 2 items in its drop down list:
  1. Grandfathered
  2. Not Grandfathered
  Please refer the screen shot
  
  We also checked the settings in the form builder. However, there were no issues related to the drop down list.

2. Life Insurance Plan- The plan does not have a "Coverage Type" selected under the general plan design. Since the group did not import their rates; could not having a "Coverage Type" selected be the reason the rates duplicated?

• We tried this scenario and found that the Coverage type settings on General Plan Design Page doesn't results in duplication of subrates.

3. Please delete the incorrect Life rate. The incorrect rate is $.07.

• Correction for this already done from your end.

4. Please delete the incorrect STD sub rate. The incorrect rate is $.06.

• Correction for this already done from your end.

5. Dependent Life Insurance-the group created 1 dependent life plan for Spouse and Child. By having only 1 Dependent life plan for Spouse and Child; could this cause any system issues?

• This will not cause any system issues. The system will work as per its behavior.

Quincy:

1. On the Demographic screen there are 2 custom drop down boxes added. "Employee ACA Eligibility Status" and "EE Combined Coverage". Can you review these custom boxes under form builder and verify that these boxes were set up correctly? Under the "Settings" for these custom boxes, did the client miss anything?

• We Checked both the mentioned fields on Form Builder and found that only 1 item is added in both the drop downs. If only one item is to be selected then we suggest a check box OR those single items in the list can be assigned as default.

2. Vol Spouse Life- The Vol Spouse Life DP sub rate is duplicated. The rates were not imported but entered in manually. Can you give me the exact reason why the system duplicated the Vol Spouse Life DP subrate?

• We are currently working on this and will update you ASAP.

Please let us know for any issues.
Thank You!

-------------------------------------------------------------------------------------------------------------------

CC: Mandar Kulkarni, Vijay Siddha, Jyoti Mayne

Hi Debbie Kulling,

We have tried following scenarios to reproduce duplicate age band issue but it is not getting reproduce.

• Cloning rate/sub rate from one company to other company
• Cloning rate/sub rate in that company

We have scanned above mentioned companies and found none of them having overlapped age bands except Quincy for 'Vol Spouse Life DP' sub rate.

We will try more scenarios and update you.

Note: From screen user will not able to add duplicate age banded rates.

Cc: Satya

Hi Hrishikesh Deshpande,

Please help us in reproducing above issue.

Cc: Satya, Alankar Chavan

Hello Jyoti Mayne,

As discussed earlier, we had reproduced this issue through import end. In order to reproduce it from system (UI) we tried many scenarios, but we could not add the overlapping age bands in any life rate.

we tried these scenarios on Stage

1. we cloned a whole fresh company from The Clone Group (with data and without data)
2. we changed the start and end dates of Vol Souse Life as 01/01/2017 - 12/31/2017
3. we cloned the rates from The Clone Group to Quincy with same Start and End Dates
4. we cloned the rates from The Clone Group to Quincy with different Start and End Dates (we have found an issue here WT-9389)
5. we cloned rates withing same company - Quincy (with same and different start and end dates)
6. we cloned the sub rates within same rate and across different rates in a company
7. we tried modifying the member details in the cloned rates / sub rates along with their pre and post tax costs
8. also we tried adding duplicate overlapping age bands through UI
9. above scenarios are performed on Chrome and IE

In our daily testing - if we encounter with any overlapping age bands situation - we will let you the the exact steps to reproduce the same

CC - Satya Prasad Pise Rakesh Roy

This issue has come up again. Please see the email below from BCC. The client is getting upset because the issue keep reoccurring. I have also uploaded her screenshots. Please advise asap

We have had another incident of duplicate rates and this time it has appeared in the County of Sutter in Production. For obvious reasons, we could not let those duplicate rates be left out in our production environment so we deleted them. However, they then re-appeared. Of note, I have also attached a screen shot of the Dependent Life 2 Plan in Stage (which is the same plan that in production is now showing the duplicate age band). What is happening? Why is this occurring? Development needs to find a way to understand WHY this is happening. We cannot continue to have this occur — particularly in a Production client. Please express the urgency of this matter to them and for them to find a way to identify why this is occurring. The duplicate rates are still out there so this needs ADDRESSED AND FIXED ASAP

Below is a step by step of what BCC did in the system

Step-by-Step of what occurred – hopefully, this adds some clarity for Development to review and fix the issue

We had built in the system a Dependent Life Plan and a Dependent Life 2 plan – these two plans were mapped to one Rate – called Dependent Life

The broker/client were disputing the Dependent Life rate that was created in the system

We then went into the system and changed the rate from $.515/$1,000 which would be a premium of $2.58 to $0 so that we could run the bill and they could provide further research on the rate discrepancy

Next, we recalculated the rates

We then ran the Invoice and all participants correctly showed on the Invoice with that coverage and a premium of $0

We then identified 2 employees that should have had a dependent life plan that did not

We went into the 2 employee records and added the DPL plan

We re-ran the Invoice and those 2 employees showed on the Invoice with a premium of $2.58 (not the $0.00 we expected to see based on our previous run of the Invoice) Of note, ALL other employees in the DPL plan still correctly showed with the $0 premium

They then went back into the rate and saw that the rate was duplicated – ie, there now was the $0 rate line and the $.515 rate line

They deleted the $.515 line

Recalculated the two individuals and re-ran the Invoice and everyone showed with the $0

Today we received confirmation of the rate $.515 per unit not $.515 per $1,000 and we found out that we needed a per $2,000 rate and a per $5,000 rate

So, we deleted the dependent life 2 plan enrollments from the participants

Then we unmapped the dependent life 2 plan to the dependent life rate

We then went into the DPL Rate and noted that it again had two subrates that appeared (ie, the $.515 and the $0)

We then selected the $0 rate and hit the trash can — so remaining was the dependent life rate with only a $.515 rate

Then you cloned the dependent life rate and created a new dependent life 2 rate

Then she reattached the eligibility and recalculated the rates

Even though she trashed the rate before she cloned, when she went back into both sets of rates both rates had the $.515 and $0 sub rates again.

We AGAIN deleted the Dependent life 2 $0 rate but left the Dependent life rate out there for your review.

Hi Alankar,

Please check this with provided steps today.

Regards,
Satya Prakash

Cc: Jyoti Mayne Vijay Siddha Rakesh Roy Hrishikesh Deshpande

Hello Debbie Kulling,

Last time in order to reproduce this issue, we tried out possible scenarios related to Company Clone, Rate Clone, Sub Rate Clone, Inserting / Modifying Sub Rates with overlapping Age Bands etc. (mentioned in earlier comments in this JIRA)

Today, we followed the probable actions have occurred on County of Sutter (also includes the scenarios mentioned by client) - Production in order to recreate the scenario for reproducing this issue. It includes below scenarios -

Scenario 1

• We tried storing the same records in our test sub rate as that of the ones we found in original rate 'Dependent Life' (where the overlapping age bands exists)
• It includes adding / modifying / deleting the member details along with their costs. 
• At the final stage, when we tried adding a duplicate age band associated to Employee - System threw the validation message and din't allow us to add the overlapping age bands

In below 2 scenarios - we could successfully reproduced the issue - but the occurrence of this issue is still Intermittent 

Refer Age Banded History of existing Rate.png and Scenarios 2 Reproduced DB.png

Scenario 2

• Created a same plan (as that of the Dependent Plan)
• Created the same rate - it has one entry related to EE | age from 0 to 99 | Post tax Cost is 0.515 
• Other than out test plan (which is auto enrolled plan) - we made other existing plans in the same benefit type as Non Auto Enrolled
• Added an employee
• Added a Spouse for this employee (to make him eligible for our test plan) - system enrolled employee in the test plan
• Changed the cost for our test rate from 0.515 to 0 - saved
• Recalculated the test rate from SA Utility
• Deleted the existing invoice 'Monthly Invoice- PLH' and created a new Invoice for Spouse/Dependent Life
• Fetched out an invoice for May 2017 and finalized it
  Now. we went on the test rate and added a new entry of EE | age from 0 to 99 | Post tax Cost is 0

System added this overlapping age band - which is an issue here

above scenarios were performed on Mozilla

Refer Scenario 2 Reproduced.png and Scenarios 2 Reproduced DB.png

Scenario 3

• After doing Scenario 2, we went on the original rate Dependent Life and deleted the entry for 0 cost [now sub rate has an entry of EE | Age from 0 to 99 | Post tax Cost 0.515]
• We again added an entry with EE | Age from 0 to 99 | Post tax Cost 0]

System added this overlapping age band - which is an issue here

above scenarios were performed on IE Edge Browser

Refer Scenario 3 Reproduced.png

Scanning Over the companies on Stage and Production

Below are the companies where the duplicate age bands exists as of now - 

Stage

NAIT (sub rate - Abacus STD | rate - STD)
UHC Production Demo (sub rate - Rate | rate - Supplemental AD&D Rate,Supplemental Life Rate)
Quincy (sub rate - LOA Life Insurance | rate - LOA Life Insurance)
County of Sutter (sub rate - Dependent Life | rate - Dependent Life)

Production

County of Sutter (sub rate - Dependent Life | rate - Dependent Life)

For now, you can delete the incorrect age bands entries from above rates.
We have taken current backup for County of Sutter - Production for further work on this issue 

CC - Jyoti Mayne Prasad Pise Sachin Hingole Hrishikesh Deshpande Rakesh Roy Satya Vijay Siddha Samir

BCC mainly uses Chrome. Where you able to reproduce this issue using Chrome?

Hello Debbie Kulling,

We could only reproduce this issue twice. Once on Mozilla and then on IE Browser. We have not reproduce it on Chrome yet.

Hi Alankar Chavan,

We have fixed this issue at database in business logic side. Duplicate age banded rates can not be inserted in system for life benefit. Please verify.

Cc: Satya

Hi Debbie Kulling,

We have resolved this issue today by adding a precautionary check at database level. This will enforce NOT to let any duplicate Age Band entry inserted in database.

This fix is currently in QA Testing at local environment, and we will be deploying this to Stage & Production by tomorrow (05/12).

Action Item: On Production we observed that duplicate entry has been removed from County of Sutter, however can you please correct duplicate entry on above mentioned 4 companies at production. After deploying this patch, system wouldn't allow any duplicate entry, but for 4 stage companies it needs to be corrected.

Regards,
Satya Prakash

Cc: Jyoti Mayne Vijay Siddha Rakesh Roy Samir

I have deleted the duplicate subrates for Sutter and Quincy. I will forward the action item for the other two groups to the account manager.

Verified on LB Environment consider below scenarios:

1]Insert Sub rate through Back end
2]Try to add same rate on UI Getting validation message
3]added Different sub-rate with Different age range.
4]Added sub-rate with different coverage amount
5]If truing to add with same coverage amount it is showing validation message.

6]Also check with same scenario for which issue is getting reproduced.
a] Enrolled employee
b] change sub-rate
c] recalculate sub-rate
d] finalize invoice
try to add new sub rate and update existent one getting validation message
no duplicate entry for sub-rate on Ui and database also.

Verified on Stage Environment consider below scenarios:
1]Insert Sub rate through Back end
2]Try to add same rate on UI Getting validation message
3]added Different sub-rate with Different age range.
4]Added sub-rate with different coverage amount
5]If truing to add with same coverage amount it is showing validation message.
6]Also check with same scenario for which issue is getting reproduced.
a] Enrolled employee
b] change sub-rate
c] recalculate sub-rate
d] finalize invoice
try to add new sub rate and update existent one getting validation message
no duplicate entry for sub-rate on Ui and database also.

Working fine as expected

Verified on Production Environment consider below scenarios:
1]Insert Sub rate through Back end
2]Try to add same rate on UI Getting validation message
3]added Different sub-rate with Different age range.
4]Added sub-rate with different coverage amount
5]If truing to add with same coverage amount it is showing validation message.
6]Also check with same scenario for which issue is getting reproduced.
a] Enrolled employee
b] change sub-rate
c] recalculate sub-rate
d] finalize invoice
try to add new sub rate and update existent one getting validation message
no duplicate entry for sub-rate on Ui and database also.
Working fine as expected