This document is for Ops Team members.

This outlines troubleshooting steps to take when you have issues, problems, or need help figuring something out.

Automations & Integrations

1. Check the appropriate process document.  Search HelpJuice if you are unsure which process document to look for.  Most automations and integrations - and how they work - are documented within Clarivoy process documents.
2. If you still have questions, or something does not appear to be working correctly:
   1. In Monday, open the item updates and go to the Activity History tab.  Review what changes were made and by whom.
      1. Changes made by Monday Automations will be identified with a Monday.com logo:
         
      2. Changes made by Make.com will be identified as Data Team Make.com integration
         
      3. Changes made by Zapier will be identified as Clarivoy Support
         *Changes by Clarivoy Support could also be someone logged into the Clarivoy Support account (often the Ops Business Analyst or Director of Customer Success)
         
3. If it is a Monday automation (identified with 🚨 icon in process docs):
   1. On the Monday board, click Automations
   2. Search for the specific automation using the column name(s) or status(es)
   3. Verify that the automation is turned on
   4. Verify that the automation's trigger, conditions and actions look correct (what you were expecting)
   5. Verify that you took the correct actions that would trigger the automation (Did you perform the trigger and meet all conditions?)
   6. Click on the automation, then Run History on the right side.
   7. Check to see if the automation run was successful in the Run History.  If it failed, try again.
   8. If there are still issues, continue below.
4. Open a ticket on the Tickets board and assign to Charlie
5. Specify as much detail as possible, including examples
   1. Screenshots
   2. Links to the Monday board items

Customer Issues

If dealer is in Onboarding, engage CS Specialist for help.

If dealer is past Onboarding, engage the CSL for help.

DMUI Account/Client/Property Setup

Incorrect Setup / Duplicate Properties / Needing to Split or Combine Properties:

Engage the CS Specialist.  They are in charge of how the properties are setup for Onboarding new dealers.  If the CS Specialist can't figure it out, they need to engage the CSL.

1. Rename duplicate properties by appending “ - DO NOT USE (Use PROPID instead)” where PROPID=the correct property ID
2. When combining or splitting properties, rename the unused properties by appending “ - DO NOT USE (Use PROPID instead)” where PROPID=the correct property ID.
3. Make sure to move all domains to the correct property.
4. Remove addresses from unused properties.
5. Set unused properties with:
   1. Visible in Dropdown=FALSE
   2. SA Visible=FALSE
   3. All other flags=FALSE
6. Ops Specialist - Move Sales and Leads data to the correct properties as needed using DataGrip.  If the new property is under a different Client, remember to update the client_id in leads_raw or sales_raw also!!
7. Web Traffic must be moved by Engineering
   1. If incorrect setup was the result of something CS or Sales did (or due to how the dealer's DMS is setup and CS did not properly clarify that to start with), it is the CS Team's responsibility to open a ticket for this.  Let them know they need to:
      1. Open a ticket on the Tickets board.  
      2. BE VERY SPECIFIC!!!  Specify the old property ID & name and the new property ID & name.

Onboarding Issues / Rocketlane

Consult the CS Specialist for all customer-related issues, including but not limited to:

• Group Onboarding - Tasks not duplicated, duplicated incorrectly, Property Names or IDs filled in incorrectly on Tasks

For Data Issues:

• Check process documents
• Check Looker boards to verify data.
  • If the result is strange or not what you expect:
    • Verify your filters are set correctly.
    • Is there a second looker board you can check that may show the same data?  Does it show the same thing?
  • If data was just loaded yesterday, it may take another day for Looker to update.
• If you have access, perform a DataGrip query on the tables to see the results.
• See QA Issues section

For Automation issues:

• See Automations & Integrations section

Processes

1. Search HelpJuice
2. Check Monday WorkDocs - Ops Workspace - Process Docs subfolders for the older process documents.
   As process documents are moved into HelpJuice, the contents in the Monday WorkDoc will be replaced with a link to the new HelpJuice article(s).
   1. If a process is not clear or needs an update, Open a request on the Ops Request board using the form.
   2. If a process is not documented, Open a request on the Ops Request board using the form.

QA Issues

See https://clarivoy-squad.monday.com/docs/2450180928?blockId=7917b519-1d80-4d46-8d1e-5256dfaaee9c

Collect File Issues

See https://clarivoy-squad.monday.com/docs/5542502383?blockId=ed3dbc3b-2db8-4872-9bba-2869c0689c14

Sales Feed Issues

• CDK: 
  • Check CDK server logs
  • Re-run manual history/closed on the daterange to see if the data we get is different or updated than what we received previously.  You will need to wait 1-2 days before you can verify this in Looker.
  • Mapping Issues:  
    • Check the Original JSON data
    • If needed, update the CDK Mappings spreadsheet with custom mappings for the property in question
    • Reprocess old data by updating the data in cdk_raw (using a Postgres update statement) and setting the rows to reprocess_file=true
  • See CDK Process Document.
  • See CDK Info on Vendor Details board.
  • Open a ticket in the CDK Support portal - See CDK Info on Vendor Details board.
• DealerVault:
  • Mapping Issues:  Check DV raw data in SFTP to see what data we are getting
  • Mapping Issues:  Check DV mappings information - see Integration Instructions on the specific DMS's line on the Vendor Details board.  If the specific DMS does not have mappings listed, you can email DealerVault Support to ask the name of the DMS fields that are mapped (provide them with the name of the DealerVault columns, NOT our Sales Raw/Standardized field names!).  Once you find out, update the Vendor Details board Integration Instructions for that DMS.
  • See DealerVault Integration Process
  • See DealerVault info on Vendor Details board.
  • Email DV support - See DealerVault info on Vendor Details board.
• All others:
  • Search HelpJuice to see if we have a vendor-specific integration article.
  • See Vendor Details board for Support contact info.

Systems

Systems - Engineering

Engineering Owns:

• Upload Site
• DataGrip
• Wall-E
• iTerm
• Airflow DAGs

If a system is not working, check with a co-worker who has the same access and verify if it is loading for them.  It may be a system-wide issue.

• If it loads for another person but not you:  Open a Ticket for Engineering
• If it does not load for others, it is likely a system issue.  Open a Ticket for Engineering

Systems - Other

• Monday
• Rocketlane
• Keeper
• HelpJuice
• Slack
• Make
• Zapier

1. Check with a co-worker who has the same access and verify if it is loading for them.
2. Check #monday-updates and #ops-system-updates Slack channels.
3. Check the vendor's status page.  Most vendors have a status page at status.vendorname.com
4. Contact Vendor Support.