Prerequisites for Better Troubleshooting:

  • Account Name
  • SFTP Configuration Details

Initial Verification Steps to be Followed by CAT:

  1. Verify SFTP Configuration in MMAIL Portal:
    • Log in to the MMAIL portal and enter the panel name to search for the respective instance.
    • Once the instance is found, click on the "Configuration Change" option.
    • Go to the "SFTP" option in the dropdown menu and verify the SFTP configuration details. 

Troubleshooting Steps to be Followed by CAT:

  1. Step 1: Verify Crontab Logs:
    • Log in to the app server and check the crontab logs using the following command:
      

      less /net/tmp/log/crontab/accountname_sftp_fetch_YYYYMMDDHHMM.log
    • Replace accountname with the actual panel name and YYYYMMDDHHMM with the specific date and time.
    • In the log file, search for the reason for the file failure.

Resolution / Next Steps:

  1. [Reason 1]:

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

  2. [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:

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

    • If resolution is not found after initial verification:

  2. 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: SRE
        • Email: Child ticket to the appropriate team
        • Slack Channel (Only for escalation): [Your respective channel with Cross Functions]

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