Prerequisites for Better Troubleshooting:

  • Domain Name
  • Gmail ID to whom we share the access for the domain

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

  1. Verify Domain and Gmail ID:

    • Confirm the domain name and the Gmail ID for which access is being granted. 

  2. Check Domain Verification:

    • Log in to the mentioned account (e.g., North Postmaster or South Postmaster).
    • Use Ctrl + F to search for the domain and verify whether the domain is already verified.
    • If verified, proceed with granting access.
    • Screenshot:

       

Troubleshooting Steps to be Followed by CAT:

  1. Step 1: Manage Users:

    • Click on the three dots next to the domain and select "Manage Users."
    • Click on the plus icon, enter the Gmail ID, and click "Next."
    • Confirm that the access has been successfully granted.
    • Screenshot:








  2. Step 2: Domain Not Verified:

    • If the domain is not verified, search for the domain and click on the three dots to verify it.
    • You will be taken to a page where you need to share the TXT record with the client.
    • Update the settings at the client's end, and once verified, proceed with granting access.
    • Example TXT Record:
      • Record Type: TXT
      • Value: google-site-verification=NCQ53yAnEdC9mZK22zGfnwnWLyKkK3ym985zQi0FgkM
    • Screenshot:










Resolution / Next Steps:

  1. [Reason 1]:

    • Inform the client of the findings.
    • Provide Screenshot

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: DE
        • 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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