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
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

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