Why do IRIS in-room dining orders fail to appear or show as failed in AXP?
There are three possible reasons this could occur. In ALL cases, we recommend reaching out to IRIS's team for support, as they will have the most visibility and be best equipped to assist in these situations. These issues typically arise due to technical errors or system constraints.
1. IRIS Server Error
AXP receives the following errors from Iris when an IRD order fails to process successfully. As a result, the IRD details will not appear in AXP, which is expected behavior. This issue is caused by a server error on Iris’s side.
We recommend reviewing the logs with Iris’s team to identify the cause of the data sync issue. (support@iris.net)
Review the Basket in IRIS: Check the basket details in the IRIS system to identify any errors.
Validate and Correct the Basket: Work with the IRIS team to validate and fix the basket. Once corrected, the order can be properly processed and sent to AXP.
IrisError::RequestError SystemError, Basket with code: '464dbe9d-96e3-4312-a19c-605063e39919' does not exist in the DB. -
RestClient::InternalServerError 500 Internal Server Error ActiveRecord::RecordInvalid: Validation failed: Profiles is invalid
2. IRIS Room Character Limit
There is a limit of 20 characters for room numbers in IRIS. The order details will be empty but the status failure will not show in the UI in this instance, were currently looking to update this in future. Please reach out to IRIS for any additional support here on (support@iris.net).
Check the Room Name: Ensure the room name is fewer than 20 characters.
Amend the Room Name: If the room name exceeds the limit, update it to comply with the character restriction. This will allow future orders for that room to process correctly.
IrisError::RequestError SystemError, Outlet Order validation failed for GXP. Validation Error Messages: ValidateFieldForGxp - GuestRoomNumber exceeded the valid length of 20. -
3. IRIS Timeout Error
The order details will be empty but the status failure will not show in the UI in this instance, were currently looking to update this in future. When receiving an IRD order, IRIS may timeout during the sync in which case AXP will retry thrice but there can be 3 consecutive timeout errors from IRIS. In some cases, both subsequent requests can fail because the basket code didn’t exist. What happens is that even if the first request times out, it still ends up using the basket code—which is meant for one-time confirmation only. So, a single timeout ends up causing all three requests to fail.
Please reach out to IRIS for any additional support here so that they can help review their logs and provide further details to help prevent this in future (support@iris.net).
NoMethodError undefined method `body' for nil:NilClass
block in timeout(/usr/local/lib/ruby/2.7.0/timeout.rb:95)
IrisError::RequestError SystemError, Basket with code: '3a911e4c-f75f-4544-8499-60840b0b7107' does not exist in the DB. -
Preventative Measures
Monitor System Logs: Regularly review system logs in IRIS for error messages or warnings that could indicate potential issues.
Adhere to System Constraints: Ensure all input data, such as room names, complies with IRIS and AXP requirements.
Collaborate with the IRIS Team: Establish a process for quickly addressing and resolving technical errors within the IRIS system.