DSS Production Support

wkwood
wkwood Newcomer
in DSS

Why is Reuters committed to making life difficult for production customers? This new customer portal is junk, forcing us to re-register to get support for production issues?

We hit a production issue where DSS Web API calls are breaking secure communications. A couple of days ago where extraction requests were failing. In the past we'd always request via https and the location header, when applicable came back with https. Now the location header in some cases is coming back http when the request is made in https. Anybody @ Reuters interested in this?

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Answers

  • Christiaan Meihsl
    Christiaan Meihsl LSEG

    @wkwood, the purpose of this portal is to deliver information, samples and tutorials for our APIs. To get access, all you need to do is register once, which is a quick and easy process. This forum, like many others, allows developers to search for solutions, post queries about the APIs, and answer them.

    For support and urgent production issues you should open a ticket with the Thomson Reuters support desk here: http://my.thomsonreuters.com/

    Concerning your specific DSS issue: the location URL should always use HTTPS, not HTTP. I have just made 10 requests, and always received an HTTPS location header. Are you still observing intermittent cases where the location URL uses HTTP ? I have escalated this to the DSS support team, as this would be a server side issue.

  • wkwood
    wkwood Newcomer
    As of 7/2 we were still seeing this due to customers hitting this we had to implement a workaround b/c of lack of responsiveness to the "register.. get support" cycle.

    If I already have a DSS username/login for users/production accounts why another layer of "let's go through and register for another website" then to top it off send a questionnaire. DSS problems should be log in with your DSS credentials, click support leverage that login/creds/email address etc. that's already in the profile, not force users to go through it again!

    It seems like every "discrete" area of functionality in with Reuters requires a new login to maintain, one for DSS, one for the developer site, one now for support "my.."

    Oh yeah, we have a ticket finally opened yesterday "we will get back to you in 4 hours" We've already implemented a workaround, tested it and pushed it through to production. We're still waiting for support to get back with us.


    We've always used https, never had any issues until last Thursday if it's "healed" great, but it would have been great to submit this on Saturday rather than waiting until Sunday for access being granted to "my.."

    Our workaround:
    if we see the location header is incorrect, we'll correct it.

    We've also captured postman results showing it and that's in the ticket 05643654

    Overall, an Epic Fail in terms of support.

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