Troubleshooting Issues that might be CMS issues.
This is for when an issue has come in that is causing something in the CMS to not function properly. More than likely, this has already been determined to only be happening with the one institution for which the case was opened. However, it is always a good idea to double check with your team or the CWAs team to make sure. When something happens across the board on all sites, it is rarely to do with something dev related. If it is just happening with one institution, we need to first make sure it is not something on our end that could be the cause.
Before going to Engineers you will need to do the following:
Test that the issue is happening on both UAT and Live. The CWA should have tested this for you, but it is a good idea to test for yourself. If the issue is only happening on Live, check to see if a third party script that the client added via the CMS could be culprit. You can do this by removing the script from the site on production. Be sure to save it down so you can restore it. If the issue is no longer happening, there is probably something with that third party script causing the issue. Refer to the Known Issues page to see if this is something we have come across before. If you do not find anything there and cannot figure out a fix for the issue, please skip to step #3. If the issue is still happening, this is more than likely due to a legit CMS issue (since UAT and Live should match in regard to the code we use on the site). However, it is still a good idea to have another developer vet the issue you are seeing. Please skip to step #3.
If the issue is happening on both UAT and Live, you can slowly remove the scripts in a systematic way to determine if either a third party or one of our own scripts could be the culprit. Working on UAT, you would first remove any third party scripts. If the issue is no longer happening, there is probably something with that third party script causing the issue. Refer to the Known Issues page to see if this is something we have come across before. If you do not find anything there and cannot figure out a fix for the issue, please skip to step #3. If the issue is still occurring, it could be one of our own scripts. Working in a systemic way that makes the most sense to you, start removing our internal scripts to see if one of those is causing the issue. If removing one of our scripts results in the issue no longer happening, you have figured out which script is causing the issue. Refer to the Known Issues page to see if this is something we have come across before. If you do not find anything there and cannot figure out a fix for the issue, please skip to step #3. If you have removed all the scripts and the issue is still happening, then it is more than likely due to a legit CMS issue. However, it is still a good idea to have another developer vet the issue you are seeing. Please skip to step #3.
Please post the issue and the results of your testing thus far in the team-web-dev channel on slack to see if anyone else can help figure out the issue. If you do not get a response, please tag Chris Struyk, Marie Cooley, Aaron Irons, and Laura Drury to your post. Even if they cannot solve the issue, they can at least vet that this should go to engineers to look into. Once the issue has been vetted to be sent to the engineers, you can move on to step 4.
Please reach out to Laura Drury or Chris Struyk to put in a Jira case for you. If either one of them are unavailable to put in the Jira case for you, you may reach out to any other team lead (Krishna Ghamandi, Lynn Rogers, or Chad Jordan). They will need to know the following:
- Institution Name
- Institution URL
- Institution ID: Found in the CMS > Settings > Admin settings.
- Affected Environment: Live, UAT, or Both?
- What is being experienced vs. what is expected?
- Explain how you have tested to reproduce the issue
- Explain what developer specific testing (like the ones from above) you have done to ensure this is not a dev issue
- Browser Version & Operating System:
- jSource Case #
- Severity: Options are:
- Urgent: production completely stopped, no workaround available, vital to the functioning of the customer
- High: production impaired, very time sensitive
- Medium: production slightly impaired, not severely time sensitive
- Low: general need
Once the Jira case has been created and posted, they will send you a link to work directly with engineers on it. Be sure to add yourself as a watcher on the case so that you may answer any questions or provide feedback for the engineers. Also, be sure to send this Jira case link to the CWA so they may also be able to watch the case for updates or questions.
Please refer to these documents for more information regarding general troubleshooting and Jira case escalation:
UAT url works in a browser, but you cannot see the site in CMS Institution Selector
- Post messaage in Slack channel for #org-aggregation to fix the issue. Include site name, Institution ID, and UAT url.