Dear WorksManager Users,
Please note the following update regarding the ‘Create Project’ Failures for Dealers
Issue & Impact : Dealers managing a large volume of customer accounts are currently unable to create new projects in Works Manager.
- Scope : This issue specifically affects dealers who support more than 100 to 150 customer accounts. It is estimated to affect approximately 20 dealers globally.
- Customer Impact : Standard customers who only have access to their own accounts should not be affected and should be able to create projects normally. If a customer reports this issue, it is considered an anomaly and should be raised as a specific support case.
The reason for the issue stems from the recent integration with Connect.
- Technical Root Cause : When a project is created in Works Manager, a corresponding project is created in Connect. Dealers often have "member" status in hundreds of different customer accounts. The Connect API currently cannot handle the load generated when a single user is associated with such a high volume of accounts (e.g., 200–400 accounts), causing the "create project" action to fail.
Details of Partial Fix Implemented : The team has worked with the Trimble Connect team to implement initial optimizations.
- Current Status : The system has been optimized to handle dealers with up to approximately 100–150 customer accounts. Dealers below this threshold should now be able to create projects without error.
What’s Pending:
Full API Fix : The Connect team is actively working on a solution to handle higher loads for dealers with >150 accounts. This fix is expected to take at least a couple of weeks.
Workaround (Until Full Fix) : Until the API load issue is resolved, dealers exceeding the account limit have two options:
- Customer Action : The customer can create the project themselves, after which the dealer can be added to it.
- Dealer Action : Dealers can create alternate email IDs to split their load. For example, one alternate email can be created, added to the customer account, and used up until 100 such customer accounts, and a second email can be used for the next 100. This keeps the account association count below the failure threshold.