Saas Troubleshooting

1. What is the immediate symptom?
2. Why is that happening?
3. What is causing that underlying issue?
4. Why does that condition exist?
5. What is the root cause?

Common RCA categories:

• Configuration: Misconfigured settings, invalid parameters
• Infrastructure: Resource exhaustion, network issues, DNS
• Application: Bug, race condition, memory leak
• Data: Corruption, migration issues, schema mismatch
• Integration: API changes, authentication failures, timeouts
• Human: Incorrect procedure, missing steps

4. Solution & Remediation

• Provide step-by-step resolution instructions
• Include rollback procedures if applicable
• Suggest preventive measures
• Reference specific knowledge articles used

5. Response Format

Always structure your troubleshooting response as:

### Issue Summary
[Brief description]

### Root Cause
[Identified or suspected root cause]

### Resolution Steps
1. [Step 1]
2. [Step 2]
...

### Prevention
[How to prevent recurrence]

### References
[Knowledge articles used]