Riva Cloud Sync Alerts: Troubleshooting Guide

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Questions and Answers

What is the primary purpose of the "Alert - Riva Cloud - Identify policies with Sync.Crm.CheckForSyncConfigurationOnFirstSync key" alert?

To alert administrators that a policy has been intentionally disabled.

To alert administrators to a policy that has experienced recent pod changes.

To identify policies where the key Sync.Crm.CheckForSyncConfigurationOnFirstSync is present on accounts currently syncing.

To identify policies where the key Sync.Crm.CheckForSyncConfigurationOnFirstSync is present and is causing sync issues. (correct)

If you encounter the "Alert - Riva Cloud - Identify policies with Sync.Crm.CheckForSyncConfigurationOnFirstSync key" alert, the first step is to:

Check the Riva Cloud account to confirm if the key is present on the policy. (correct)

Engage with the customer for confirmation about the policy's status.

Contact the Riva Cloud Operations team to review the policy.

Remove the key from the policy immediately.

What is the recommended action if you find the Sync.Crm.CheckForSyncConfigurationOnFirstSync key on a policy that is currently syncing?

Remove the key immediately after reviewing the policy.

Create a ticket for the Riva Cloud Operations team to review the policy. (correct)

Verify if the policy has been intentionally disabled.

Leave the key in place and monitor the policy for any sync issues.

What is the primary purpose of the "Alert - Riva Cloud - Identify policies with recent pod changes and no sync logs in the last 8 hours" alert?

To identify policies that might be experiencing sync issues due to recent pod changes. (B) Signup and view all the answers

Which of the following policies would NOT require further investigation after receiving the "Alert - Riva Cloud - Identify policies with recent pod changes and no sync logs in the last 8 hours" alert?

Demo policy (C) Signup and view all the answers

If the "Alert - Riva Cloud - Identify policies with recent pod changes and no sync logs in the last 8 hours" alert involves a customer production policy, the first step is to:

Verify if the policy is disabled in Riva Cloud. (D) Signup and view all the answers

What is the recommended action when investigating the "Alert - Riva Cloud - Identify policies with recent pod changes and no sync logs in the last 8 hours" alert if it is unclear whether a policy should remain disabled?

Create a ticket and engage with the customer for confirmation. (D) Signup and view all the answers

What are the two types of alerts mentioned in the content and what is their primary characteristic that differentiates them?

High-priority alerts and Medium Priority alerts. The difference is their potential impact on users. (D) Signup and view all the answers

When investigating the "Alert - Riva Cloud - Identify policies with Sync.Crm.CheckForSyncConfigurationOnFirstSync key" alert, what is the recommended action if the key is found on a policy that is currently syncing?

Contact the Riva Cloud Operations team to determine if the key should be removed. (B) Signup and view all the answers

Which of the following steps is NOT part of the recommended action plan when investigating the "Alert - Riva Cloud - Identify policies with recent pod changes and no sync logs in the last 8 hours" alert?

Remove the alert from the Proactive Support Dashboard. (A) Signup and view all the answers

What is the primary reason for checking Zendesk for relevant tickets when investigating the "Alert - Riva Cloud - Identify policies with Sync.Crm.CheckForSyncConfigurationOnFirstSync key" alert?

To understand the purpose of the key and if it is needed. (C) Signup and view all the answers

Why is it important to confirm if a policy is disabled when handling the "Alert - Riva Cloud - Identify policies with recent pod changes and no sync logs in the last 8 hours" alert?

To verify if the policy was intentionally disabled. (B) Signup and view all the answers

Which of the following actions is NOT a recommended step when investigating the "Alert - Riva Cloud - Identify policies with Sync.Crm.CheckForSyncConfigurationOnFirstSync key" alert?

Immediately remove any outdated tickets related to the policy from Zendesk. (B) Signup and view all the answers

What is the primary difference between the two types of alerts mentioned in the content?

One alert requires immediate action, while the other may be ignored in certain cases. (B) Signup and view all the answers

Which of these is NOT a recommended approach to determine if the 'Sync.Crm.CheckForSyncConfigurationOnFirstSync' key is needed?:

Contacting the customer for confirmation. (D) Signup and view all the answers

What does the content suggest is the primary impact of the "Alert - Riva Cloud - Identify policies with recent pod changes and no sync logs in the last 8 hours" alert?

The alert can cause delays in sync, but does not impact end-user experience. (C) Signup and view all the answers

Study Notes

Riva Cloud Sync Alerts: Troubleshooting & Resolution

Alert: Riva Cloud - Identify policies with Sync.Crm.CheckForSyncConfigurationOnFirstSync key
- Technical Details: This alert flags policies containing the Sync.Crm.CheckForSyncConfigurationOnFirstSync key, indicating potential misconfiguration for syncing. The alert includes pod, admin details and a Zendesk search link.
- Action Steps:
  - Review the Policy: Check the Riva Cloud account for the key's presence on the policy. This key should not be active on accounts currently syncing.
  - If Key is Present: Remove the key from the policy. Refer to Change Management. Note potential valid reasons. If unsure, create a ticket for the Riva Cloud Operations team's review.
  - Check Zendesk: Look for related tickets. If found, add an internal note explaining the key removal and reason.
  - If Key is Needed: Contact the responsible team member (using @agentName) for clarification if you suspect the key is required.
  - Finalize: Once resolved, remove the alert from the Proactive Support Dashboard.
Alert: Riva Cloud - Identify policies with recent pod changes and no sync logs in the last 8 hours
- Technical Details: This alert triggers when a policy's pod changes, but there are no sync logs within the last 8 hours. This often indicates intentional action (e.g., policy disable), but might be due to misconfiguration.
- Action Steps:
  - Ignore Internal/Demo Policies: No action needed.
  - Investigate Customer Production Policies: Confirm if the customer production policy is not syncing.
  - Check Riva Cloud: Verify if the policy is disabled. If disabled, determine if this was intentional. Policies are sometimes disabled unintentionally.
  - Engage Customer (if needed): If unsure if the policy should remain disabled, create a ticket and contact the customer for confirmation.
  - Escalate (if required): If cause remains unclear, escalate the ticket to the Cloud Operations team for investigation.
  - Resolve & Update: If an open ticket exists, note to remove the corresponding key after the investigation is complete.

Priority

Medium priority alerts are sent to the Dashboard. High priority alerts may affect user experience or cause sync delays.

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Description

This quiz provides an overview of troubleshooting Riva Cloud Sync alerts, specifically focusing on identifying policies with the Sync.Crm.CheckForSyncConfigurationOnFirstSync key. Follow the recommended action steps to ensure policies are correctly configured for syncing. Enhance your knowledge in resolving sync configuration issues effectively.