Prerequisites for Better Troubleshooting:

  • Account Name
  • Journey ID
  • Sample User (if possible)

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

  1. Fetch Sample User:
    • If a sample user is not provided, create a segment for users who satisfy the journey condition to fetch the sample user. 

Troubleshooting Steps to be Followed by CAT:

  1. Step 1: Check WhatsApp Delivery Entry via MySQL:

    • Verify if the delivery entry is present for the user in the MySQL database:
      

      select * from whatsapp_delivery_1 where automation_id = <Journey_ID> and entered like '%YYYY-MM-DD%';
    • Example:
      

      select * from whatsapp_delivery_1 where automation_id = 18 and entered like '%2022-09-11%';
    • Example Output:
      

      +-------+---------+----------------------------------+---------------+---------------------+--------+
| msgid | userid  | trid                             | automation_id | entered             | status |
+-------+---------+----------------------------------+---------------+---------------------+--------+
|     5 | 1117667 | 156802-5-1117667-18-220911133228 |            18 | 2022-09-11 13:32:28 | sent   |
|     5 | 1117667 | 156802-5-1117667-18-220911133228 |            18 | 2022-09-11 13:32:28 | read   |
+-------+---------+----------------------------------+---------------+---------------------+--------+

  2. Step 2: Check WhatsApp Opt-in Status:

    • Check if WhatsApp opt-in bypass is done for the user:
      

      select id,email,foreignkey,wa_optin from phplist_user_user where id in (<User_ID>);
    • Example:
      

      select id,email,foreignkey,wa_optin from phplist_user_user where id in (4319);
    • Example Output:
      sql
      Copy code
      +------+----------------------+--------------+----------+
| id   | email                | foreignkey   | wa_optin |
+------+----------------------+--------------+----------+
| 4319 | d1990r1977@yahoo.com | 916280557151 |        0 |
+------+----------------------+--------------+----------+

  3. Step 3: Check Papi Dequeue Logs:

    • Log in to the server and check the Papi dequeue logs using the following commands:
      cd /var/log/papidequeue
for i in `ls -lrth */papi_dequeue.log.YYYY-MM-DD*|awk '{print $NF}'`; do echo "++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++"; echo $i; zgrep -E "<User_Phone_Number>" $i; done
    • Look for entries in the format:
      PR1_WHATSAPPSEND_HIGH
papi5.netcore.co.in HIGH_DQ_LOG[2478] SUCCESS RETURN
    • This denotes that the WhatsApp communication was sent from CEE to Pepipost.
    • If found, raise this to the Pepipost DevOps team for further investigation.

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]

Reference Ticket IDs:

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