Technical diagnostics with tools

Use this when the breakage needs proof from the systems, not guesses: query the account, check the API and logs, and hand engineering a complete repro.

You need the ticket with repro details, read-access notes for the data store, API docs or runbooks, and any logs, screenshots, or request IDs the customer sent.

Repro on the customer path first

Recreate exactly as Troubleshoot and resolve runs it. No repro means you stop and name the two questions or logs that would reveal it — queries never replace the repro.

Check the systems in order

Work through account and data state via the store lookup, recent changes on either side, the API or integration call with its request ID and response, auth and SSO state when login fails, and error logs around the incident time. Redact what each check returns before you quote it in chat or file it on a ticket — customer logs and screenshots carry tokens, keys and personal data, so strip them at the point of capture rather than trusting a later step. Quote the redacted result with its source and time; a check you cannot run is UNKNOWN with the access it needs.

Rank the causes with the one confirm step each, pick the one the evidence supports, and say what would prove a different one. Ship customer relief labeled workaround with its expiry when it masks a defect.

Show the diagnosis plus the checks table in chat, take one round of edits, then file it against the ticket with the defect link, request IDs, and date.

Deliver the cause with tool-backed evidence, customer relief steps, and the filed defect. Offer to file it as an issue when connected, as a draft they approve first.

What not to do

No store or log access means relief from the most likely setup causes, each step marked UNVERIFIED, with the access grant that would confirm it named.