Prerequisites for Better Troubleshooting:

  • Account Name
  • In-App Message ID
  • Sample Users for whom In-App is not rendering


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

Check User Presence in List:

  • Verify if there are users in the mentioned list.
  • Screenshot:

Verify In-App Running State:

  • Confirm if the in-app message is in a running state.
  • Screenshot:

Troubleshooting Steps to be Followed by CAT:

Step 1: Check In-App Rules:

  • Review the in-app rules running on the app by visiting the following link:
    • https://cpn.netcoresmartech.com/appinit/<app_id>.json
  • Replace <app_id> with the specific app ID to check the rules.

 

  • Segment and list sync :

https://psegment.netcoresmartech.com/user_attr?identity=6290de1d8c4915001897053b&appid=6007ae23d63a40a6a36cc426378e54d

List  : http://psegment.netcoresmartech.com/user_map?clientid=140840&listid=1

Segment  : https://psegment.netcoresmartech.com/user_map?clientid=141641&segid=245

  • If the rule for the respective in-app message ID is not found, follow the Cross functional escalation procedure. If the rule is found and no issues are observed:

Example Screenshot:


 

 

Step 2: Test In-App Rendering:

  • Please take approval from the Requester of the problem before doing this step.
  • Create a new list and add users to the list by uploading a CSV (do not use single add contact).
  • Refresh the list and publish a test campaign on the created list to check if the in-app message renders correctly.

 

Step 3: Verify User Addition Method:

  • Check with the client if they added the user via single add contact. If yes, suggest adding test users to the list via CSV while testing in-app, as in-app only renders when users are added via CSV.

 

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:

Ticket 3510545


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