Prerequisites for Better Troubleshooting:

  • Account Name
  • Journey ID & Message/Node ID

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


Verify User List/Segment:

  • Confirm if there are any users in the list/segment.
  • Cross-check the timeline of users.

Troubleshooting Steps to be Followed by CAT:


Check Audit Logs for Journey Deployment:

  • If the journey is deployed multiple times and communication is not triggered upon redeployment, search for the journey's audit logs.
  • Audit logs path: /net/tmp/audit_log/<accountname>/audit_log.log
  • Key Indicators in Logs:
    1. [status] => 1 shows the journey was deployed.
    2. [redeploy_auto_condition] => 1 indicates that the user has chosen to skip existing users.
    3. [redeploy_auto_condition] => 0 indicates that the user has chosen to send it to all users.

 

Analyze the Journey Workflow:

  • Identify if the journey workflow was edited multiple times and whether the user received communication during these edits.


Example of command to check workflow:

zgrep '"journey saved successfully.""data":{"id":"140"}' audit_log.log*


 

Check Journey Flow for Multiple Edits:


Copy the workflow from the audit log and paste it into the query below (use only in a testing panel):

mysql query :update papi_automation set workflow_content='<paste the workflow from audit log>' where id= <use drafted journey id>;
 

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 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 issue is not resolved after initial & further investigation:
    • CAT Escalation:
      • Escalate to: SME
      • Contact: SME1 / SME2
      • Email: Ticket with internal note with 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:


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