working copy
Flowchart: Diagnosing Accounts Issues
This is for Technical Accounts Issues.
For Accounts issues dealing with payments, cancellations, or ownership please reach out to #billing_team or #u-turn respectively.
Common Issues
(1) Which Screen Do They See?500 ErrorsYour Lead Manager Accounts Page500 Errors should be escalated using @escalations in slack.
When sending these along, it's helpful to take note of the date/time, CRM and User you were trying to log in as so we can attempt to single this error out.
Sometimes it simply shows "A 500 Error Has Occurred", but if you see a "Sentry Error", please copy or screenshot all text from the error
Your Lead Manager Accounts:https://leads.realgeeks.com/login/listIf the CRM isn't active, and they aren't delinquent on payments you should just be able to enable their CRM again.
That being said you should still investigate their Accounts notes, and Ticket history to see why this happened.
If there's any doubt, ask #billing_team
If the ticket requester IS NOT an admin, Delicately refer them to their Site's Admin for clarification.
If the CRM is locked out for Delinquent Payments or Payment related issues, refer to #billing_team If none of these are the case, take a look through the ticket queue, account notes, or slack to see which Support Agent disabled the site, and why. There may be a good reason. (3) Is Their User Profile Enabled?Disabled OwnersDisabled Agents/AdminsIf the Owner of the site/CRM are disabled, something is wrong and the ticket needs to be escalated.
Site owners are by default enabled admins, and this can't normally be revoked.
If the disabled ticket requester IS NOT the Owner of the site, Delicately refer them to their Site's Admin for clarification.
"For this issue, please ask <SITE_OWNER> to check your User Account Settings which can be found at at the links below: accounts.realgeeks.com/permissions/ > Edit User > Check Appropriate Permission and Save
Or
Go to leads.realgeeks.com/users > Select User > Ensure "Enable Account" is checked."
Handle With Caution
Don't CC the admin in, let them reach out. There's a very real chance that this was on purpose, and the agent just hasn't been told they're fired yet. You don't want that drama.
(4) Does Their Locutus ID Match?Sometimes a new account will accidentally be made for a user, and the connecting link between their CRM profile and their Account will be broken.
To check this, check their profile's SuperUser admin page for the Locutus ID:
- leads.realgeeks.com/users/<AGENT_ID>/edit
Then compare that to their Permanent Locutus ID in Accounts:
- accounts.realgeeks.com/a/user/<AGENT_ID>
<AGENT_ID> Is their user_id from their CRM profile URL. which can be found by hovering over their name in the CRM User List.
(This should be step 1, I realize, but there's too much styling to backtrack this step to #1 now. )
- If you personally can't recreate the issue, have them unplug it and plug it back in. If you feel dumb saying that, the technical name for it is called "Power Cycling".
- Run through the normal troubleshooting steps to make sure it isn't a local issue, 'Power Cycle' their device by clearing cache/cookies, powering their device, or trying their login on a different wifi network/device.
- Additionally check if they have the correct login email/pw/access-links.
Zendesk has a nice macro for this called "Clear Cache Instructions" which details the ways to clear cookies from popular browsers.
The next step is 'Percussive Maintenance', but skip that, and move to option 6.
(6) Are They a Returning Client with a Disabled Site? This process is the worst part of it. Until I can make another FlowChart just for this, just ask Jackson to do his Voodoo.