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Alerts Troubleshooting Guide

Customer did not receive transaction alert

Steps to troubleshoot:

  •  Check if customer is subscribed to the service from customer 360.
    • If not, subscribe customer. Provide values for account number, phone number or email, delivery channel and account number
    •  Else verify if the phone number or email, delivery channel and account number used to subscribe to the service are valid.
    •  Very if the subscription is active
  •  Check if Nurs have a record of sending those messages
    • Check the statuses of those messages.
    •  Check if messages were recorded on gateway
  •  Check if customers recent events tab on activity feed widget on customer360, has the transaction
    •  If not, confirm if the transaction was completed and available in the Core banking data source
  •  Check Kibana dashboard or lns logs for reason transaction alert was not sent

Transaction alerts not going out

Steps to troubleshoot:

  • Check if the ESB is running
    •  If not restart ESB
  •  Check if LNS is running
    •  If not restart LNS service

In each case above ensure that the DB server is up and all services are running


  • Mongodb
  • Elasticsearch
  • Kafka
  • Zookeeper
  • Redis

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  1. Martha Kumi

  2. Posted