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Troubleshooting Center

Applies to: All subscriptions

Purpose

Route any reported problem to the right diagnostic path quickly, so first-line support resolves or correctly classifies most incidents without escalation — and every escalation that does happen arrives with the evidence already gathered.

Audience

Customer technical support, first-line and second-line. Administrators diagnosing their own environment.

Prerequisites

  • Monitoring and Health Checks — the observability these paths depend on
  • Access to the application, and to logs where the path calls for them

Steps

Start with triage

  Problem reported
        |
        v
  Is anyone able to use the system at all?
        |
        +-- No, nobody --------> Application, database or proxy down
        |                        -> Performance and Availability
        |
        +-- No, one person ----> Sign-in, role, or registration access
        |                        -> Login and Access Failures
        |
        +-- Yes, but ...
              |
              +-- documents are not arriving ------> Ingest Failures
              |
              +-- a document will not register ----> IRN Failures
              |
              +-- an e-Way Bill problem -----------> e-Way Bill Failures
              |
              +-- the ERP is missing outcomes -----> Write-back Failures
              |
              +-- everything is slow --------------> Performance and Availability
              |
              +-- a screen or module is missing ---> see the three-gates table below

The pages

Page Covers
Support Investigation Start here when you have a document number, IRN, e-way bill number or request ID. One screen shows that document's full history, current status and who has to act
Decision Trees The full trees, in one place, for printing or embedding in a runbook
IRN Failures A document will not register
e-Way Bill Failures Generation, Part-B, extension, cancellation
Ingest Failures Documents not arriving, or arriving wrong
Write-back Failures The ERP is out of step
Login and Access Failures Cannot sign in, or cannot see what is expected
Performance and Availability Slow, or down
Attention Center Issues The Attention Center shows nothing, old figures, or an item that will not close

The three gates — for "something is missing"

This resolves a large share of tickets on its own. The three access gates fail in visibly different ways:

What the user sees Gate Fix
The whole screen or module is absent Feature flag Feature Flags
The screen is there, controls are greyed out Role permission Roles and Permissions
The screen loads and shows no data Registration access GSTIN Access Control

Ask the reporter which of the three they are seeing. It is a single question and it usually ends the investigation.

Before you start any path

Gather these four. Every path assumes them, and gathering them first saves a second round of questions:

Item Why
What exactly is on screen The literal message, not a paraphrase
Document number Identifies the record
Request identifier Turns log searching into a direct lookup
When, and whether it ever worked Distinguishes a regression from a first attempt

Classify before you diagnose

Most Complifly problems fall into four classes, and knowing the class points at the owner immediately:

Class Signature Owner
Data One document, a named field The user
Configuration Everything of one kind fails An administrator
Statutory A window, a cancelled registration, a consumed number Nobody — it is the law
Platform Errors unrelated to any document Complifly support

The statutory class is worth naming explicitly at triage. Roughly a third of what reaches support is a legal constraint, and no ticket can resolve one.

Validation

Support is working well when:

Measure Target
Triage time Under a minute to the right path
First-line resolution The majority, without escalation
Escalations carry evidence Every one has the four items above
Statutory issues are not escalated Routed to the tax lead instead
Repeat incidents fall Systemic causes fixed, not instances handled
Trees are maintained Every escalated incident is reviewed for whether a tree should have caught it

Troubleshooting

Symptom Cause Action
Every ticket is escalated Trees not used, or not trusted Review a sample; if a tree was wrong, fix the tree
Escalations lack evidence The four items not gathered at intake Make them mandatory fields on the ticket
The same problem recurs weekly A systemic cause is being handled as instances Find the cause. Instance handling will not keep up
A path does not fit the situation The tree covers the common case Escalate with what you have tried, and propose the tree change
Statutory issues escalated repeatedly The classification is not being read Route them to the tax lead at triage
A module is on or off for one registration and nobody knows why A flag's value comes from the first of three places that has one: the GSTIN's own override, then the company default, then the platform default Admin & Logs > Operational Controls > Effective View, for that GSTIN. It shows the value in force and which of the three set it, and links to where to change it. Audit History says who set it and why. See Feature Flags
An organization administrator cannot change a setting marked Managed by Complifly (FEATURE_WRITE_NOT_PERMITTED) It is part of the subscription — only a Complifly Super Admin may change it Expected. Raise it with Complifly; do not look for a role that grants it — none does
The company default was changed and one registration did not follow That registration has its own override, which always wins GSTIN Overrides — remove the override to make it follow the company
A feature change is refused naming a GSTIN that was not in the request A company default reaches every GSTIN that inherits it; the refusal (APPROVALS_IN_FLIGHT or NON_ERP_POSTING_BLOCKED) is on that GSTIN's behalf Resolve it for the named GSTIN, or confirm the change with a written reason. See Platform Error Codes