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Troubleshooting Intermittent Issues and Support Case Recommendations

Publiceringsdatum: May 23, 2024
Beskrivning


Salesforce Support is available to help examine and diagnose errors or unexpected application behavior however, exact steps to consistently replicate the issue are required to troubleshoot and effectively investigate.

As an analogy, say your car is making a strange noise but when you bring it to a mechanic the noise goes away. The mechanic won't be able to identify where the noise is coming from or what might be causing it. The shop might be able to make assumptions or guesses on what could be causing the sound if you mimic or record it. However, if available diagnostic methods don't allow them to identify what's causing the problem, they can't fix or replace the part causing it.

Similarly, Support may be unable to determine the cause or explanation for an issue without currently being in the error condition to investigate further.

While Salesforce Support will certainly exhaust all available resources and tools to investigate intermittent issues, there are limitations to what can be identified retroactively for past issues that are no longer reproducible. This may result in situations where Support is unable to progress a case forward without the ability to repeatedly reproduce or demonstrate an issue while logged in as an affected user to research and investigate.

In this situation, Support may request to close your case and ask that you continue to monitor the behavior with impacted users internally until you're able to replicate the behavior on demand or if/when the issue re-surfaces. Once the necessary steps to continue investigating are identified, you're welcome to re-engage Support by re-opening your case or creating a new Support case with reference to the prior case to resume troubleshooting.

Additionally,  Salesforce support cannot keep a case open perpetually in the event something else might come up.  If new issues come up, a new case will be required.
 

Lösning


Support Case Troubleshooting Recommendations:

 

Create test records and provide permission for Support to replicate the issue


Reliably reproducing an issue is the most important and key detail needed for any case's investigation. Simply stating that the unexpected behavior is happening application wide or for all records and users is too vague to begin troubleshooting. Narrow down the behavior to a specific click path, record, or application area and provide direct links for examples. Include a brief explanation of expected versus actual results of your provided steps.

To help expedite your case's investigation, ensure that both affected users and an admin user Grant Salesforce Support login access to your organization. 1 month of access is recommended and users can expire it early once the case has concluded. Continually check and extend the login expiration as needed for each user throughout the case's duration to prevent delays.

Note: Each user needs to individually set and maintain login access. Support Engineers are only able to login as one user or level at a time and can't login as an admin and then impersonate another end user via the Administrators Can Log in as Any User feature.
 
 

Replicating the issue in a sandbox is critical

 
If an issue is identified in production, Support may require you to test the same scenario in a sandbox environment. When troubleshooting an unexpected application behavior it's necessary for Support to identify whether the source of the problem lies within core or standard application functionality or whether it's unique to customizations that have been implemented client side. In order to do this, systematic removal and re-introduction of customizations to potentially identify the source of the behavior is needed. Disabling or removal of customizations may not be possible in a production environment due to business or user impact which is why testing and troubleshooting in a sandbox is important and required.

Sandboxes are temporary environments specifically for development and testing purposes. If the issue is not occurring in your currently available sandboxes, Create, Clone, or Refresh a Sandbox to have a recent copy from production for troubleshooting. If the issue is data specific and you do not have a partial or full copy sandbox to test, either import example records or manually create them in the sandbox to attempt reproducing the problem.
 
 

Ask impacted users to document detailed information for intermittent issues


The purpose of doing so is to identify any patterns or particular sets of actions or application click paths that may lead you to a consistently reproducible scenario and allow further investigation. At minimum gather the following details from impacted users to provide in your Support case:
 
  1. Affected User
  2. Exact date and time the issue occurred including time zone
  3. Exact error message or description of the problem, provide a screenshot if possible
  4. Links to affected records or application area
  5. Exact actions or click path the user took leading up to the unexpected issue - this is incredibly important and no detail is too small be as specific and thorough as possible.

The more examples and detailed information users can provide the better to reveal insight to help narrow down avenues for focused investigation paths. For example, do impacted user's share the same profile, is the issue occurring during a certain day or window of time, or is it localized to a specific office location, user, browser, or local machine?
 
 

Issue is not reproducible while impersonating a user or unable to grant login access


You may need to create a test user where you can change the user's email address to your case owner or Support Engineer's (@salesforce.com) email. Reset the password after changing the email address to allow the Support Engineer to securely login directly as an example user to attempt replicating the issue if it does not occur while using granted login access.

If your company policy does not allow affected users to grant Support login access due to data or security reasons, create a Developer sandbox (this sandbox type does not include any actual production data). Input sample or dummy data to reproduce the issue in the sandbox so you can then grant access to Support for investigation.

If the issue is not reproducible when Admins or Support use granted login access as the affected user, this would indicate a localized issue caused by something external or outside of the Salesforce application.

Engage your internal IT or Network teams to review the affected user's local machine, browser, geographic or office location, local network, and internet service provider.
 
Knowledge-artikelnummer

000394990

 
Laddar
Salesforce Help | Article