Prerequisites for Better Troubleshooting:
- Facebook Account Credentials
- Account Name
Initial Verification Steps to be Followed by Business Teams (CRS/CSM/CSS/Onboarding/CAT):
Check the Panel Entry on Facebook Platform:
- Navigate to the following link: Facebook Developer Login Settings
- Use the following credentials:
- Email: maxwell.netcore@gmail.com
- Password: Netcore@12345
- Screenshot:
Verify URL Presence:
- Check if the required URLs are present in the Facebook platform's settings Under "Valid OAuth Redirect URIs"
URLs to Check/Add:
- https://pr1.netcoresmartech.com/smartechps/admin/index.php/social_media/social_pop/fb_conn/
- https://pr1.netcoresmartech.com/smartechps/admin/index.php/assets/custom_audience
- If not present, add the URLs to the list after changing the server details and panel name accordingly.(Refer above screenshot)
Resolution / Next Steps:
[Reason 1]:
- Inform the client of the findings.
- Provide clarity on why the problem occurred.
- Provide Screenshot
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]
- CAT Escalation:
Reference Ticket IDs:
Feedback on Playbook:
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