Netcore Cloud

Prerequisites for Better Troubleshooting:

• Account Name
• Webhook URL or Name configured on the platform

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

Check Webhook Configuration:

• Verify if the webhook is properly configured on the panel.
• Screenshot:

Check Configured Events:

• Review the events configured for the webhook shared by the customer.
• Note: Multiple events can be configured for one webhook, but the same event cannot be configured for multiple webhooks on the panel.
• Screenshot:

Troubleshooting Steps to be Followed by CAT:

Step 1: Check Webhook URL Response:

• Verify if the webhook URL is giving a 200 response from the UI.
• Example Screenshot:

Step 2: Fetch Logs if Issues Persist:

• If issues persist, fetch logs to investigate further.
• Error message “Attention Required” is shown when the client webhook takes more time to respond (expected response time is 9 seconds). Check logs for response time and inform the client.
• Example Screenshot:

Step 3: Log Analysis:

• Fetch and analyze logs using the following commands:
  • zgrep "C: 158317 POST_DATA:" messages-20230723.gz | grep '"webhook_name":"Assign Coupon-Voucher"' | wc -l
  • zgrep "C: 128866 POST_DATA:" Webhook.log-20230723.gz | grep '"webhook_name":"Assign Coupon-Voucher"' | wc -l
• If logs are not available in the mentioned path, refer to the “messages” log file.

Step 4: Verify Success Logs:

• Check success logs for webhook processing:
  • zgrep 'SUCCESS C: 120917' Webhook.log

Example of a success log:

May 29 02:48:43 smt-webhook webhook_dequeuer.pl: C: 132273 Status: 200 For C: 132273 Webhookid: 1 Status: 200

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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