Prerequisites for Better Troubleshooting:

  • Account Name
  • CURL Request Used by the Client
  • API Request ID

Initial Verification Steps to be Followed by Business Teams (CRS/CSM/CSS/Onboarding/CAT):


Verify API Key:

  • Ensure that the correct API key is being used by the client.

Verify Endpoint:

  • Confirm that the correct endpoint is being utilized based on the app server of the panel.

Refer to Documentation:


Troubleshooting Steps to be Followed by CAT:

Step 1: Fetch Logs from JSON API Dequeuer on Kibana:

  • Access the JSON API dequeuer logs via Kibana to verify the request. If logs are not found, proceed with the following steps:

 

Step 2: Access Log Files Directly:

Log in to the server and navigate to the JSON API dequeuer logs:

cd /var/log/apps/jsonAPIDequeuer/

zgrep '[REQUEST ID]' api_dequeuer.log.[DATE]

Replace [REQUEST ID] and [DATE] with the specific request ID and date.

 

Resolution / Next Steps:

[Reason 1]:

  • Inform the client of the findings.
  • Provide clarity on why the problem occurred.
  • Provide Screenshot

[Reason 2]:

  • Escalate to Cross-functional teams to investigate further.
  • Provide findings by sharing relevant details like Problem statement, Logs, Screenshots, Reference cases


Escalation Path:

Initial Verification by Business Teams (CRS/CSM/CSS/Onboarding):

  • If resolution is not found after initial verification:
    • Contact: Care/CEE Helpdesk
    • Email: care@netcorecloud.com (only for NA/US region), helpdesk@netcorecloud.com
    • Slack Channel (Only for escalation): [Your respective channel with Care / Helpdesk]

Further Investigation by Helpdesk:

  • If the issue is not resolved after initial & further investigation:
    • CAT Escalation:
      • Escalate to: SME
      • Contact: SME1 / SME2
      • Email: Ticket with internal note and investigation
      • Slack Channel: [Your respective channel within Support]
    • Cross-functional Escalation:
      • Escalate to: Cross-functional Teams
      • Contact: DE/Integration/PS/SRE
      • Email: Child ticket to the appropriate team
      • Slack Channel (Only for escalation): [Your respective channel with Cross Functions]

Reference Ticket IDs:


Feedback on Playbook:

Please provide your feedback on the playbooks using the following link: Feedback Form