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There is a middleware layer that polls the FTP server to see if order confirmation or order cancellation files are submitted by Eagle and need to be processed and the credit card resolved. It has happened that this process stops (See ML-284 and HH-421).
In ML-284 it states:
The middleware layer is restarted to fix this problem, job scheduler will run for certain intervals to pick the files which got stopped, we suspect that it might have stopped due to a high inflow of files. Once the server is restarted, scheduled jobs started to run. The permanent fix for this is being reviewed at the product level.
In addition to a permanent fix, given how critical this process is, can we also add monitoring of this process so we know when it stops?