This article provides troubleshooting steps to help determine why a dealer's data is not in the PROD Dashboard.

Investigating Missing Dashboard Data

If you are not seeing your dealer's data in the PROD Dashboard for a specific month, follow these steps to investigate PRIOR TO OPENING A TICKET:

1. QA Check the Dealer's Data:  Does the dealer have data loaded and processed?  The quickest way to determine is to check the Looker board Ops Prelim QA
   1. In the top right corner, click the Filters button.
   2. Remove any default filters for Property ID.
   3. Set the filters to the Property ID or Property Name and the appropriate month.
   4. In the top right corner, click the blue Update button.
   5. Look at the table Monthly Leads Report - w/Property.  Are there Leads?
   6. Look at the table Sales Standardized by Day.  Are there Sales?
      1. Solution:  If Leads or Sales are missing:
         1. Check the SA+TVA Monthly Tasks board and locate tasks for that property ID.  
         2. If the task does not have a status of Done or DMS Done, then we have not received the data or there is an issue with the data.
         3. Check the item updates for any notes about potential errors/issues with data.
         4. If you have any questions about an individual task, tag @Ops and the Ops team will investigate & respond to you in Monday.
         5. Move on to the next step: check the Ops Overview board item.
   7. Look at the Monthly Property Report.  Are there Sales, Online Attribution, and Offline Attribution?
      1. See Offline Attribution QA Issues for more steps to investigate missing Offline attribution.
      2. STARTER:  Check for attribution for the specific source - On Ops Prelim QA, scroll down to the Offline Only Attributions table.  Check that attribution exists for the source the dealer has selected.  If not, there are no attributions from their CRM data so that may be a contributing factor as to why there is no data in the Source Reports page of the DMUI.  Continue to check DMUI property setup below also.
         Solution:  If all other troubleshooting steps below check out okay, then the dealer may not have any attributions for their selected source.  You can offer them a one-time exception to our rule and allow them to switch sources.  Be sure to update Provisioning in the DMUI and the Source Reports Properties board 1st Source column.  Create an update on the Source Reports Properties board item explaining the situation and why their source is changing.  Pin the update to the top for quick reference in the future.
2. PRO AND STARTER:  Is the property and month in question in the Prod table?
   1. Check Looker board Sales Production Ready (PROD table)
      1. Set the filters to the Property ID and the appropriate month
      2. In the top right corner, click the blue Update button
      3. If the row exists for the Property ID and Sales Month, note the Created TS Date.  This is the date that the entry was created in the PROD table.  If the date is today, you will not see their data in the PROD Dashboard until tomorrow.
      4. OR for Ops/Engineering team members with DataGrip access, check in the Postgres table sales.production_ready, querying by property_id.  See Postgres Prod table queries. 
   2. If the dealer has a correct entry in the PROD table for the corresponding Property ID and Sales Month, Open a ticket for Engineering - see Opening a ticket below.
   3. If the dealer does NOT have a correct entry in the PROD table for the corresponding Property ID and Sales Month, we need to figure out why:
      1. PRO:  The most common cause for a Pro dealer's data not being in the Prod table is somebody did something incorrect on the Ops Overview board and interfered with the Push to Prod processes.  See step 4 below,.
      2. STARTER:  The most common cause for a Starter dealer's data not being in the Prod table is the property is not set to Source Reports=TRUE in the DMUI.  See step 3 below.
3. Check the DMUI property setup:
   1. PRO: Check that the property has SA Visible=TRUE.
      Solution: If this was not set to that at the time both Sales and Leads were loaded, that could explain missing Offline Attribution.  Correct the property setup, then open a Ticket to request that SA Matching be reprocessed, specifying the property ID(s) and month(s) needed.  If the sales dates are > 90 days ago, Clicktrails Refreshes will be needed also.
   2. STARTER: Check that the property has Source Reports=TRUE.
      If Source Reports was not set to TRUE in the DMUI, then that property's data was not processed for SA Matching (Offline Matching) and their monthly data was not pushed to PROD either. 
      Solutions:  
      1. Matching - If this was not set to that at the time both Sales and Leads were loaded, that could explain missing Offline Attribution.   Correct the property setup, then open a Ticket to request that SA Matching be reprocessed, specifying the property ID(s) and month(s) needed.  If the sales dates are > 90 days ago, Clicktrails Refreshes will be needed also.
      2. Push to Prod - Data will first be pushed to PROD for the previous full month on the day following when a property has Source Reports set to TRUE.  If you need data pushed to PROD for a previous month because a property was not setup properly, you'll need to open a ticket on the Tickets board to request this.  Include the Property ID(s) and Month(s) you need pushed to PROD.
         Read the full process here: Push to Prod for Source Reports
         1. STARTER: Check that property is Provisioned in the DMUI
4. PRO:  Check the Ops Overview board:
   1. Locate the dealer.
   2. Look at the Processing Status.  If it is anything other than Verify Prod, then the dealer's data is not ready or fully processed yet.  
      1. Solution:  You will need to wait  until their data is fully processed.  See Ops Overview Board Processing Statuses  for more information on what each status means and how they progress in order.
   3. Check updates for any potential error messages that were not resolved. If necessary, follow the steps listed there.
   4. Check the Activity History. 
      1. See if the appropriate month(s) were present in the P Month column at the time the item went to Approved for Prod, Prod In Progress, and Verify Prod. 
      2. Make sure that the P Month column was not changed while the item was in Processing Status=Approved for Prod or Prod In Progress.  If the P Month was changed while the item was in either of these statuses, this is the reason why the data did not make it to PROD.  You cannot change the Processing Month while the item's Push to Prod is in progress.
         1. Solution:  You will have to wait until the item goes to Verify Prod
      3. If the P Month column was changed AFTER the item went to Processing Status=Verify Prod, but the Processing Status was NOT reset back to Working On It, that is the reason why the  new month(s) data did not make it to PROD.  Someone attempted to Push data to Prod for Select Months but did not complete the full process.  
         1. Solution: Follow the Push data to Prod for Select Months process again.  It is important you follow the process exactly as documented!

Opening a Ticket

1. If you still cannot figure out the reason, open a ticket on the Tickets Board to request an investigation.
2. Include:
   1. Property Name(s)
   2. Property ID(s)
   3. Month(s)
   4. What investigation steps you took and what you found out, including but not limited to:
   5. When you checked the Sales Production Ready table, did you see the property ID and month in the table?  Yes or No
   6. Was the DMUI property setup correctly?  SA Visible=TRUE for MTSA or Source Reports=TRUE for Starter/Basic
3. Ops/Engineering will discuss during the regular Ticket Talk meetings and investigate as time permits.