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By Phone:\\nUS number: tel:+1-207-613-8053, pin: 347526838; \\nFind numbers in more regions on https:\/\/tel.meet\/hbh-zkju-hsu?pin=7765220428500, pin: 7765220428500\\n\",\"isManaged\":true,\"createdBy\":\"SiteReliability\",\"modifiedBy\":\"SiteReliability\",\"createdAt\":\"2025-03-17T00:26:14.586Z\",\"modifiedAt\":\"2025-03-17T00:26:14.586Z\"},\"changes\":{\"bridge\":[null,{\"createdAt\":\"2025-03-17T00:26:14.586Z\",\"modifiedAt\":\"2025-03-17T00:26:14.586Z\",\"id\":\"573c47da-a377-4e0c-bad7-cb6538beea09\",\"url\":\"https:\/\/meet.google.com\/hbh-zkju-hsu\",\"additionalJoiningInfo\":\"Join By Phone:\\nUS number: tel:+1-207-613-8053, pin: 347526838; \\nFind numbers in more regions on https:\/\/tel.meet\/hbh-zkju-hsu?pin=7765220428500, pin: 7765220428500\\n\",\"isManaged\":true,\"incidentId\":\"13054fa1-b6e2-45d6-8afe-0c7523384b29\",\"folderId\":null}]}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": 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{"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742171183550, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T00:26:23.550065+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 50, "time": 1742171183550, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "err": { "type": "TypeError", 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"source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T05:08:28.781904+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 50, "time": 1742188108782, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "err": { "type": "TypeError", "message": "Cannot read properties of undefined (reading 'id')", "stack": "TypeError: Cannot read properties of undefined (reading 'id')\n at KafkaConsumer. 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"icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742193796637, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer is producing message with key 'icc-notifier' to topic 'metrics': {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-usd-resource-response\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T06:43:16.637845+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742193796637, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T06:43:16.637931+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 50, "time": 1742193796638, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "err": { "type": "TypeError", "message": "Cannot read properties of undefined (reading 'id')", "stack": "TypeError: Cannot read properties of undefined (reading 'id')\n at KafkaConsumer. (\/app\/build\/kafka\/consumer\/notifier\/NotifierKafkaConsumer.js:34:94)\n at KafkaConsumer.emit (node:events:519:28)\n at readCallback (\/app\/node_modules\/node-rdkafka\/lib\/kafka-consumer.js:448:12)" }, "msg": "[Unhandled Error] potentially crashes the app, please investigate and handle it accordingly" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T06:43:16.638161+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742193796638, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Slack actions 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{"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742199169343, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Consumer is returning ProcessedKafkaEvent {\"createdAt\":\"2025-03-17T08:12:49.333Z\",\"user\":{\"id\":\"02badda0-dae7-4498-93ec-ab6193b2d8a1\",\"gusUserId\":\"00590000000DrNxAAK\",\"slackUserId\":null,\"name\":\"SiteReliability\",\"email\":\"sitereliability@salesforce.com\"},\"incident\":{\"id\":\"8314687c-abb3-4165-bbbf-414b12112a6b\",\"slackChannel\":{\"id\":\"C08JMPZNEGY\",\"name\":\"icc-8314687c-abb3-4165-bbbf-414b12112a6b\"},\"subject\":\"APT Degradation on USA662s, core2, aws-prod5-uswest2\",\"description\":\"Sherlock detected an APT Incident for Cell: usa662s, FI: AWS-PROD5-USWEST2. \\nAnomalies detected in the timeframe 2025-03-17 08:01:00.000 - 2025-03-17 08:03:00.000.\\n\\nCase created using .case by @Pavithra Kuppusami in #cp-sre-alerts for 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"hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Event Handler: {}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:12:49.343782+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742199169343, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Bridge notification for icc-bridge-created - {\"createdAt\":\"2025-03-17T08:12:49.333Z\",\"user\":{\"id\":\"02badda0-dae7-4498-93ec-ab6193b2d8a1\",\"gusUserId\":\"00590000000DrNxAAK\",\"slackUserId\":null,\"name\":\"SiteReliability\",\"email\":\"sitereliability@salesforce.com\"},\"incident\":{\"id\":\"8314687c-abb3-4165-bbbf-414b12112a6b\",\"slackChannel\":{\"id\":\"C08JMPZNEGY\",\"name\":\"icc-8314687c-abb3-4165-bbbf-414b12112a6b\"},\"subject\":\"APT Degradation on USA662s, core2, aws-prod5-uswest2\",\"description\":\"Sherlock detected an APT Incident for Cell: usa662s, FI: AWS-PROD5-USWEST2. \\nAnomalies detected in the timeframe 2025-03-17 08:01:00.000 - 2025-03-17 08:03:00.000.\\n\\nCase created using .case by @Pavithra Kuppusami in #cp-sre-alerts for 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numbers in more regions on https:\/\/tel.meet\/hfi-qyjv-nzz?pin=1325516168543, pin: 1325516168543\\n\",\"isManaged\":true,\"incidentId\":\"8314687c-abb3-4165-bbbf-414b12112a6b\",\"folderId\":null}]}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:12:49.343832+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742199169344, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "blocks": [ { "text": { "type": "mrkdwn", "text": "SiteReliability set incident bridge details." }, "type": "section" }, { "text": { "type": "plain_text", "text": "Bridge Added" }, "type": "header" }, { "text": { "type": "mrkdwn", "text": "_This bridge is currently open. Please announce your name and team when joining bridge._" }, "type": "section" }, { "fields": [ { "type": "mrkdwn", "text": "*Bridge Url*:\nhttps:\/\/meet.google.com\/hfi-qyjv-nzz" }, { "type": "mrkdwn", "text": "*Additional Joining Info*:\nJoin By Phone:\nUS number: tel:+1-224-324-4544, pin: 110097939; \nFind numbers in more regions on https:\/\/tel.meet\/hfi-qyjv-nzz?pin=1325516168543, pin: 1325516168543\n" } ], "type": "section" }, { "type": "divider" }, { "elements": [ { "type": "mrkdwn", "text": "Created by SiteReliability, \n" }, { "type": "mrkdwn", "text": "Modified by SiteReliability, " } ], "type": "context" } ], "text": "Bridge Added", "response_type": "in_channel", "channel": "C08JMPZNEGY", "msg": "Posting Bridge to Slack" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:12:49.344519+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": 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eventType='icc-ctc-lock-create-request' for consumer group='icc-notifier'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:12:58.303949+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742199178303, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Consumer is returning ProcessedKafkaEvent 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{"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742199178350, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:12:58.350801+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742199178350, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Received kafka message 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"dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742199178350, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:12:58.351024+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": 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website.\",\"self\":\"https:\/\/api.pagerduty.com\/log_entries\/R1H1GIULO0LWNYGGVITNBAWDH4\",\"html_url\":\"https:\/\/salesforce.pagerduty.com\/incidents\/Q2UNJVH991DALH\/log_entries\/R1H1GIULO0LWNYGGVITNBAWDH4\"},\"alert_counts\":{\"all\":0,\"triggered\":0,\"resolved\":0},\"is_mergeable\":true,\"incident_type\":{\"name\":\"incident_default\"},\"escalation_policy\":{\"id\":\"PYDYEWP\",\"type\":\"escalation_policy_reference\",\"summary\":\"CAPE EP\",\"self\":\"https:\/\/api.pagerduty.com\/escalation_policies\/PYDYEWP\",\"html_url\":\"https:\/\/salesforce.pagerduty.com\/escalation_policies\/PYDYEWP\"},\"teams\":[{\"id\":\"P4TEPEY\",\"type\":\"team_reference\",\"summary\":\"GUS: CAPE\",\"self\":\"https:\/\/api.pagerduty.com\/teams\/P4TEPEY\",\"html_url\":\"https:\/\/salesforce.pagerduty.com\/teams\/P4TEPEY\"}],\"impacted_services\":[{\"id\":\"P25VK5X\",\"type\":\"service_reference\",\"summary\":\"GUS: CAPE Incident 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Service Protection - CSP) Incident Escalation\",\"self\":\"https:\/\/api.pagerduty.com\/services\/PTTI6WN\",\"html_url\":\"https:\/\/salesforce.pagerduty.com\/service-directory\/PTTI6WN\"}],\"pending_actions\":[{\"type\":\"escalate\",\"at\":\"2025-03-17T08:42:33Z\"},{\"type\":\"resolve\",\"at\":\"2025-03-17T12:32:33Z\"}],\"acknowledgements\":[],\"basic_alert_grouping\":null,\"alert_grouping\":null,\"last_status_change_by\":{\"id\":\"PTTI6WN\",\"type\":\"service_reference\",\"summary\":\"GUS: HRMS (fka Core Service Protection - CSP) Incident Escalation\",\"self\":\"https:\/\/api.pagerduty.com\/services\/PTTI6WN\",\"html_url\":\"https:\/\/salesforce.pagerduty.com\/service-directory\/PTTI6WN\"},\"priority\":null,\"incidents_responders\":[],\"responder_requests\":[],\"subscriber_requests\":[],\"urgency\":\"high\",\"id\":\"Q1UIPZFHLD885X\",\"type\":\"incident\",\"summary\":\"[#14036588] Incident: APT Degradation on USA662s, core2, aws-prod5-uswest2\",\"self\":\"https:\/\/api.pagerduty.com\/incidents\/Q1UIPZFHLD885X\",\"html_url\":\"https:\/\/salesforce.pagerduty.com\/incidents\/Q1UIPZFHLD885X\",\"body\":{\"details\":\"Please join this active incident:\\nTeam: Site Reliability\\nSubject: APT Degradation on USA662s, core2, aws-prod5-uswest2\\nSeverity: Sev2\\nSlack Channel: #icc-73104263\\nBridge URL: https:\/\/meet.google.com\/hfi-qyjv-nzz\\nAdditional Joining Info: Join By Phone:\\nUS number: tel:+1-224-324-4544, pin: 110097939; \\nFind numbers in more regions on https:\/\/tel.meet\/hfi-qyjv-nzz?pin=1325516168543, pin: 1325516168543\\n\\nAdditional Details: \"}}},\"responderEmail\":\"chiaweilin@salesforce.com\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:32:34.044580+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", 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"cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742200354044, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer is producing message with key 'icc-notifier' to topic 'metrics': {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-page-response\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:32:34.044581+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742200354044, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:32:34.044701+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742200354044, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Received JSON event: 8314687c-abb3-4165-bbbf-414b12112a6b" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:32:34.044702+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742200354044, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Schema: icc-page-response" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": 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This takes longer than anticipated, but we are seeing improving numbers. We are still impacted. Secondary swimlane, Site Switch is in stand by.\\\",\\\"sentAt\\\":\\\"2025-03-17T08:50:52.071Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":11,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"7 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel.\\\\nLater confirmed that Customer Schneider (orgID 00DA0000000abSm)'s has a broken implementation which is causing a flood of requests post instance refresh to the LAP servers (SP4 IA4 LAPP cluster C1). This is the reason for customers impacting on NA208 as well.\\\",\\\"actions\\\":\\\"Signature support team is in call with customer snyder electric to get their configs updated with correct uris.\\\\nMeanwhile site switching is considered to move other customers to IA5 live agent to mitigate the issue. Awaiting EVP approval for the same\\\"},\\\"sentAt\\\":\\\"2025-03-17T07:46:22.866Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":10,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"sentBy\\\":\\\"Priyanka Sharma\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"7 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Snyder electric misconfiguration is impacting other customer in the same super pod.\\\",\\\"actions\\\":\\\"We are trying to reach out to the customer(Snyder electric) to change their configuration but its not feasible to block or change the configuration.So we are trying to get other customers out of impact by having a siteswitch.\\\"},\\\"sentAt\\\":\\\"2025-03-17T07:10:24.160Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":9,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WAS176048\\\",\\\"sentBy\\\":\\\"Tuan Nguyen\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"6 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel.\\\\n\\\\nLater confirmed that Customer Schneider (orgID 00DA0000000abSm)'s has a broken implementation which is causing a flood of requests post instance refresh to the LAP servers (SP4 IA4 LAPP cluster C1). This is the reason for customers impacting on NA208 as well.\\\",\\\"actions\\\":\\\"SL 1: We have paged network teams to engage for a potential block against Schneider org. We need to block these requests to the lapp servers (not Core). The lapp servers sit behind the F5 load balancer, but are not managed via BlackTab\\\\n\\\\nSL2: A support outreach to Schneider to have them fix their hardcoding post instant refresh.\\\"},\\\"sentAt\\\":\\\"2025-03-17T06:27:18.054Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":8,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WAS176048\\\",\\\"sentBy\\\":\\\"Tuan Nguyen\\", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:50:53.083607+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"5 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"Omnichat team advises that they're seeing a customer \\\\\\\"Schneider electric\\\\\\\" (pend orgID) is not handling the visitor in their switch server. Customer implementation is creating new cache keys which is potentially causing increase unneeded traffic and errors on the memcache. \\\\n\\\\nCurrent path will look to block or ask customers to update LA services post Instance Refresh.\\\",\\\"needs\\\":\\\"Support will create an outbound case for Schneider electric.\\\"},\\\"sentAt\\\":\\\"2025-03-17T05:55:49.276Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":7,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"5 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"As the next resort of mitigation, lapp hosts are being restarted as there are memcache errors observed. \\\\nMeanwhile customer was asked to enable Enhanced Omni from messaging setting and they did. With enhanced Omni enabled, the chat is working as expected.\\\\nInvestigation and mitigation steps continue to happen however.\\\"},\\\"sentAt\\\":\\\"2025-03-17T05:14:27.661Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":6,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"4 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\\nThe mitigation steps taken are not fully effective and investigation is resumed for alternative solutions\\\",\\\"actions\\\":\\\"The IDB changes could fix the certificate error but not recover the instance performance unfortunately. Investigation is resumed form there for further solution. Customer side logs are being analysed and also heap\/thread dumps are collected for further investigation. No ETA and no path to green as of now.\\\"},\\\"sentAt\\\":\\\"2025-03-17T04:39:02.111Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":5,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"3 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"https:\/\/gus.lightning.force.com\/lightning\/r\/Case\/500EE00001Ty4M8YAJ\/view \\\\nIDB changes are made with EVP approval as part of mitigation. Solution is being monitored now.\\\"},\\\"sentAt\\\":\\\"2025-03-17T03:54:10.722Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":4,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"3 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"The action plan now is to redirect the customers to the old instance with appropriate certs through instance refresh or correct the certificates on the new hosts. The discussions around this are still happening considering the pros and cons.\\\"},\\\"sentAt\\\":\\\"2025-03-17T03:06:01.346Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":3,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"112 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel.\\\",\\\"actions\\\":\\\"Certificate error on certain instances causing the issue. The mitigation needs IDB changes to fall back to old instances with right certificates. EBF discussions are going on for the IDB changes\\\"},\\\"sentAt\\\":\\\"2025-03-17T02:17:40.848Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":2,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"60 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel.\\\",\\\"actions\\\":\\\"Omni team is investigating the causes for latency.\\\\nHeap dumps are being collected for the hosts to analyse.\\\\nRyan who actually owns the service is paged to investigate further\\\"},\\\"sentAt\\\":\\\"2025-03-17T01:25:49.250Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":1,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"14 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka 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OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"We are proceeding with the customer (Schneider) side mitigation, where they refresh their code and flush their CDN one country at a time. 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Secondary swimlane, Site Switch is in stand by.\\\",\\\"sentAt\\\":\\\"2025-03-17T08:50:52.071Z\\\",\\\"swimlaneUpdates\\\":[],\\\"slackChannelIds\\\":[\\\"C05U9CBHX8D\\\",\\\"C05T2A3C319\\\"],\\\"emailAddresses\\\":[\\\"gsm@salesforce.com\\\",\\\"techcustomerescalation@salesforce.com\\\",\\\"sitereliability@salesforce.com\\\"]},\\\"internalCommsId\\\":\\\"e4d8def9-b92a-4ff3-b650-650e70bcb7d6\\\",\\\"allInternalCommsReport\\\":[{\\\"sequenceNumber\\\":12,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"8 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"We are proceeding with the customer (Schneider) side mitigation, where they refresh their code and flush their CDN one country at a time. This takes longer than anticipated, but we are seeing improving numbers. We are still impacted. Secondary swimlane, Site Switch is in stand by.\\\",\\\"sentAt\\\":\\\"2025-03-17T08:50:52.071Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":11,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"7 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel.\\\\nLater confirmed that Customer Schneider (orgID 00DA0000000abSm)'s has a broken implementation which is causing a flood of requests post instance refresh to the LAP servers (SP4 IA4 LAPP cluster C1). This is the reason for customers impacting on NA208 as well.\\\",\\\"actions\\\":\\\"Signature support team is in call with customer snyder electric to get their configs updated with correct uris.\\\\nMeanwhile site switching is considered to move other customers to IA5 live agent to mitigate the issue. Awaiting EVP approval for the same\\\"},\\\"sentAt\\\":\\\"2025-03-17T07:46:22.866Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":10,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"sentBy\\\":\\\"Priyanka Sharma\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"7 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Snyder electric misconfiguration is impacting other customer in the same super pod.\\\",\\\"actions\\\":\\\"We are trying to reach out to the customer(Snyder electric) to change their configuration but its not feasible to block or change the configuration.So we are trying to get other customers out of impact by having a siteswitch.\\\"},\\\"sentAt\\\":\\\"2025-03-17T07:10:24.160Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":9,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WAS176048\\\",\\\"sentBy\\\":\\\"Tuan Nguyen\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"6 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel.\\\\n\\\\nLater confirmed that Customer Schneider (orgID 00DA0000000abSm)'s has a broken implementation which is causing a flood of requests post instance refresh to the LAP servers (SP4 IA4 LAPP cluster C1). This is the reason for customers impacting on NA208 as well.\\\",\\\"actions\\\":\\\"SL 1: We have paged network teams to engage for a potential block against Schneider org. We need to block these requests to the lapp servers (not Core). The lapp servers sit behind the F5 load balancer, but are not managed via BlackTab\\\\n\\\\nSL2: A support outreach to Schneider to have them fix their hardcoding post instant refresh.\\\"},\\\"sentAt\\\":\\\"2025-03-17T06:27:18.054Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":8,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WAS176048\\\",\\\"sentBy\\\":\\\"Tuan Nguyen\\", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:50:53.085590+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"5 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"Omnichat team advises that they're seeing a customer \\\\\\\"Schneider electric\\\\\\\" (pend orgID) is not handling the visitor in their switch server. Customer implementation is creating new cache keys which is potentially causing increase unneeded traffic and errors on the memcache. \\\\n\\\\nCurrent path will look to block or ask customers to update LA services post Instance Refresh.\\\",\\\"needs\\\":\\\"Support will create an outbound case for Schneider electric.\\\"},\\\"sentAt\\\":\\\"2025-03-17T05:55:49.276Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":7,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"5 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"As the next resort of mitigation, lapp hosts are being restarted as there are memcache errors observed. \\\\nMeanwhile customer was asked to enable Enhanced Omni from messaging setting and they did. With enhanced Omni enabled, the chat is working as expected.\\\\nInvestigation and mitigation steps continue to happen however.\\\"},\\\"sentAt\\\":\\\"2025-03-17T05:14:27.661Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":6,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"4 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\\nThe mitigation steps taken are not fully effective and investigation is resumed for alternative solutions\\\",\\\"actions\\\":\\\"The IDB changes could fix the certificate error but not recover the instance performance unfortunately. Investigation is resumed form there for further solution. Customer side logs are being analysed and also heap\/thread dumps are collected for further investigation. No ETA and no path to green as of now.\\\"},\\\"sentAt\\\":\\\"2025-03-17T04:39:02.111Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":5,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"3 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"https:\/\/gus.lightning.force.com\/lightning\/r\/Case\/500EE00001Ty4M8YAJ\/view \\\\nIDB changes are made with EVP approval as part of mitigation. Solution is being monitored now.\\\"},\\\"sentAt\\\":\\\"2025-03-17T03:54:10.722Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":4,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"3 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"The action plan now is to redirect the customers to the old instance with appropriate certs through instance refresh or correct the certificates on the new hosts. The discussions around this are still happening considering the pros and cons.\\\"},\\\"sentAt\\\":\\\"2025-03-17T03:06:01.346Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":3,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"112 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel.\\\",\\\"actions\\\":\\\"Certificate error on certain instances causing the issue. The mitigation needs IDB changes to fall back to old instances with right certificates. EBF discussions are going on for the IDB changes\\\"},\\\"sentAt\\\":\\\"2025-03-17T02:17:40.848Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":2,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"60 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel.\\\",\\\"actions\\\":\\\"Omni team is investigating the causes for latency.\\\\nHeap dumps are being collected for the hosts to analyse.\\\\nRyan who actually owns the service is paged to investigate further\\\"},\\\"sentAt\\\":\\\"2025-03-17T01:25:49.250Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":1,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"14 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"SR received comms in #SR channel about OMNI agent performance degradation specifically on one instance na208.\\\",\\\"actions\\\":\\\"Investigating the issue and impact radius is under discussion\\\"},\\\"sentAt\\\":\\\"2025-03-17T00:40:19.849Z\\\",\\\"swimlaneUpdates\\\":[]}]},\\\"requestId\\\":\\\"lqejup-an0079-hxlqcd-re64v5-1742201451306\\\",\\\"client\\\":\\\"icc-ui\\\"}\"}", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:50:53.085590+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742201453085, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "[Metrics.publishMetric] - Publishing metric {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-internal-comms-request\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:50:53.085591+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742201453085, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer is producing message with key 'icc-notifier' to topic 'metrics': {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-internal-comms-request\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:50:53.085592+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742201453085, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:50:53.085592+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742201453085, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Received JSON event: 13054fa1-b6e2-45d6-8afe-0c7523384b29" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:50:53.085593+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742201453085, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Schema: icc-internal-comms-request" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:50:53.085594+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742201453085, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Event Handler: undefined" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:50:53.085595+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "{\"level\":20,\"time\":1742201453085,\"pid\":69,\"hostname\":\"dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b\",\"name\":\"icc-notifier\",\"msg\":\"No notification for icc-internal-comms-request - 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single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"We are proceeding with the customer (Schneider) side mitigation, where they refresh their code and flush their CDN one country at a time. This takes longer than anticipated, but we are seeing improving numbers. We are still impacted. Secondary swimlane, Site Switch is in stand by.\\\",\\\"sentAt\\\":\\\"2025-03-17T08:50:52.071Z\\\",\\\"swimlaneUpdates\\\":[],\\\"slackChannelIds\\\":[\\\"C05U9CBHX8D\\\",\\\"C05T2A3C319\\\"],\\\"emailAddresses\\\":[\\\"gsm@salesforce.com\\\",\\\"techcustomerescalation@salesforce.com\\\",\\\"sitereliability@salesforce.com\\\"]},\\\"internalCommsId\\\":\\\"e4d8def9-b92a-4ff3-b650-650e70bcb7d6\\\",\\\"allInternalCommsReport\\\":[{\\\"sequenceNumber\\\":12,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"8 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"We are proceeding with the customer (Schneider) side mitigation, where they refresh their code and flush their CDN one country at a time. This takes longer than anticipated, but we are seeing improving numbers. We are still impacted. Secondary swimlane, Site Switch is in stand by.\\\",\\\"sentAt\\\":\\\"2025-03-17T08:50:52.071Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":11,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"7 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel.\\\\nLater confirmed that Customer Schneider (orgID 00DA0000000abSm)'s has a broken implementation which is causing a flood of requests post instance refresh to the LAP servers (SP4 IA4 LAPP cluster C1). This is the reason for customers impacting on NA208 as well.\\\",\\\"actions\\\":\\\"Signature support team is in call with customer snyder electric to get their configs updated with correct uris.\\\\nMeanwhile site switching is considered to move other customers to IA5 live agent to mitigate the issue. Awaiting EVP approval for the same\\\"},\\\"sentAt\\\":\\\"2025-03-17T07:46:22.866Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":10,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"sentBy\\\":\\\"Priyanka Sharma\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"7 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Snyder electric misconfiguration is impacting other customer in the same super pod.\\\",\\\"actions\\\":\\\"We are trying to reach out to the customer(Snyder electric) to change their configuration but its not feasible to block or change the configuration.So we are trying to get other customers out of impact by having a siteswitch.\\\"},\\\"sentAt\\\":\\\"2025-03-17T07:10:24.160Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":9,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WAS176048\\\",\\\"sentBy\\\":\\\"Tuan Nguyen\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"6 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel.\\\\n\\\\nLater confirmed that Customer Schneider (orgID 00DA0000000abSm)'s has a broken implementation which is causing a flood of requests post instance refresh to the LAP servers (SP4 IA4 LAPP cluster C1). This is the reason for customers impacting on NA208 as well.\\\",\\\"actions\\\":\\\"SL 1: We have paged network teams to engage for a potential block against Schneider org. We need to block these requests to the lapp servers (not Core). The lapp servers sit behind the F5 load balancer, but are not managed via BlackTab\\\\n\\\\nSL2: A support outreach to Schneider to have them fix their hardcoding post instant refresh.\\\"},\\\"sentAt\\\":\\\"2025-03-17T06:27:18.054Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":8,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WAS176048\\\",\\\"sentBy\\\":\\\"Tuan Nguy", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:50:53.085625+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "en\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"5 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"Omnichat team advises that they're seeing a customer \\\\\\\"Schneider electric\\\\\\\" (pend orgID) is not handling the visitor in their switch server. Customer implementation is creating new cache keys which is potentially causing increase unneeded traffic and errors on the memcache. \\\\n\\\\nCurrent path will look to block or ask customers to update LA services post Instance Refresh.\\\",\\\"needs\\\":\\\"Support will create an outbound case for Schneider electric.\\\"},\\\"sentAt\\\":\\\"2025-03-17T05:55:49.276Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":7,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"5 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"As the next resort of mitigation, lapp hosts are being restarted as there are memcache errors observed. \\\\nMeanwhile customer was asked to enable Enhanced Omni from messaging setting and they did. With enhanced Omni enabled, the chat is working as expected.\\\\nInvestigation and mitigation steps continue to happen however.\\\"},\\\"sentAt\\\":\\\"2025-03-17T05:14:27.661Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":6,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"4 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\\nThe mitigation steps taken are not fully effective and investigation is resumed for alternative solutions\\\",\\\"actions\\\":\\\"The IDB changes could fix the certificate error but not recover the instance performance unfortunately. Investigation is resumed form there for further solution. Customer side logs are being analysed and also heap\/thread dumps are collected for further investigation. No ETA and no path to green as of now.\\\"},\\\"sentAt\\\":\\\"2025-03-17T04:39:02.111Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":5,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"3 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"https:\/\/gus.lightning.force.com\/lightning\/r\/Case\/500EE00001Ty4M8YAJ\/view \\\\nIDB changes are made with EVP approval as part of mitigation. Solution is being monitored now.\\\"},\\\"sentAt\\\":\\\"2025-03-17T03:54:10.722Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":4,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"3 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"The action plan now is to redirect the customers to the old instance with appropriate certs through instance refresh or correct the certificates on the new hosts. The discussions around this are still happening considering the pros and cons.\\\"},\\\"sentAt\\\":\\\"2025-03-17T03:06:01.346Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":3,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"112 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel.\\\",\\\"actions\\\":\\\"Certificate error on certain instances causing the issue. The mitigation needs IDB changes to fall back to old instances with right certificates. EBF discussions are going on for the IDB changes\\\"},\\\"sentAt\\\":\\\"2025-03-17T02:17:40.848Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":2,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"60 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel.\\\",\\\"actions\\\":\\\"Omni team is investigating the causes for latency.\\\\nHeap dumps are being collected for the hosts to analyse.\\\\nRyan who actually owns the service is paged to investigate further\\\"},\\\"sentAt\\\":\\\"2025-03-17T01:25:49.250Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":1,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"14 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"SR received comms in #SR channel about OMNI agent performance degradation specifically on one instance na208.\\\",\\\"actions\\\":\\\"Investigating the issue and impact radius is under discussion\\\"},\\\"sentAt\\\":\\\"2025-03-17T00:40:19.849Z\\\",\\\"swimlaneUpdates\\\":[]}]},\\\"requestId\\\":\\\"lqejup-an0079-hxlqcd-re64v5-1742201451306\\\",\\\"client\\\":\\\"icc-ui\\\"}\"}", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:50:53.085625+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742201485406, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer is producing message with key 'icc-notifier' to topic 'metrics': {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"availability\",\"data\":{\"freeMem\":2822488064,\"uptime\":2021363.73,\"totalMem\":4018151424,\"loadavg\":[0.33,0.17,0.06],\"cpus\":[{\"model\":\"Intel(R) Xeon(R) Platinum 8375C CPU @ 2.90GHz\",\"speed\":0,\"times\":{\"user\":30779670,\"nice\":17880,\"sys\":5038810,\"idle\":1979404080,\"irq\":0}},{\"model\":\"Intel(R) Xeon(R) Platinum 8375C CPU @ 2.90GHz\",\"speed\":0,\"times\":{\"user\":30584550,\"nice\":15810,\"sys\":5063600,\"idle\":1979455630,\"irq\":0}}],\"eventLoopStats\":{\"min\":0,\"max\":17,\"num\":5996,\"sum\":59625}}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:51:25.406774+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742201485406, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:51:25.406922+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742201605410, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer is producing message with key 'icc-notifier' to topic 'metrics': {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"availability\",\"data\":{\"freeMem\":2822598656,\"uptime\":2021483.74,\"totalMem\":4018151424,\"loadavg\":[0.04,0.11,0.05],\"cpus\":[{\"model\":\"Intel(R) Xeon(R) Platinum 8375C CPU @ 2.90GHz\",\"speed\":0,\"times\":{\"user\":30780880,\"nice\":17880,\"sys\":5039030,\"idle\":1979522170,\"irq\":0}},{\"model\":\"Intel(R) Xeon(R) Platinum 8375C CPU @ 2.90GHz\",\"speed\":0,\"times\":{\"user\":30585730,\"nice\":15810,\"sys\":5063830,\"idle\":1979573790,\"irq\":0}}],\"eventLoopStats\":{\"min\":0,\"max\":17,\"num\":5992,\"sum\":59633}}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:53:25.410853+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742201605411, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:53:25.411056+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "[WARN] web-api:WebClient:0 The top-level `text` argument is missing in the request payload for a chat.postMessage call - It's a best practice to always provide a `text` argument when posting a message. The `text` is used in places where the content cannot be rendered such as: system push notifications, assistive technology such as screen readers, etc.", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:54:48.418583+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "[WARN] web-api:WebClient:0 Additionally, the attachment-level `fallback` argument is missing in the request payload for a chat.postMessage call - To avoid this warning, it is recommended to always provide a top-level `text` argument when posting a message. Alternatively, you can provide an attachment-level `fallback` argument, though this is now considered a legacy field (see https:\/\/api.slack.com\/reference\/messaging\/attachments#legacy_fields for more details).", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:54:48.418586+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742201775083, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Received kafka message with key: 8314687c-abb3-4165-bbbf-414b12112a6b" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:56:15.083326+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742201775083, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Consumer consumed event with eventType='icc-internal-comms-response' for consumer group='icc-notifier'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T08:56:15.083565+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742201775083, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Consumer is returning ProcessedKafkaEvent {\"createdAt\":\"2025-03-17T08:56:15.073Z\",\"user\":{\"id\":\"5aed21f9-3f31-4016-a7f0-600fa6ebea8d\",\"email\":\"pavithra.kuppusami@salesforce.com\",\"active\":true,\"name\":\"Pavithra Kuppusami\",\"firstName\":\"Pavithra\",\"lastName\":\"Kuppusami\",\"profile\":\"icc standard user\",\"gusUserId\":\"005B0000006phyJIAQ\",\"slackUserId\":\"U01G5MUL669\",\"createdBy\":\"pavithra.kuppusami@salesforce.com\",\"modifiedBy\":\"pavithra.kuppusami@salesforce.com\",\"createdAt\":\"2022-04-28T15:47:19.245Z\",\"modifiedAt\":\"2022-04-28T15:47:19.245Z\"},\"incident\":{\"id\":\"8314687c-abb3-4165-bbbf-414b12112a6b\",\"slackChannel\":{\"id\":\"C08JMPZNEGY\",\"name\":\"icc-73104263\"},\"subject\":\"APT Degradation on USA662s, core2, aws-prod5-uswest2\",\"description\":\"Sherlock detected an APT Incident for Cell: usa662s, FI: AWS-PROD5-USWEST2. \\nAnomalies detected in the timeframe 2025-03-17 08:01:00.000 - 2025-03-17 08:03:00.000.\\n\\nCase created using .case by @Pavithra Kuppusami in #cp-sre-alerts for usa662s\",\"detectedTime\":\"2025-03-17T08:06:00.000Z\",\"severity\":\"Sev2\",\"status\":\"InProgress\",\"origin\":\"Alert\",\"originReference\":\"https:\/\/salesforce.pagerduty.com\/incidents\/Q15U2Z6PMK3QFM\",\"impact\":[\"PerformanceDegradation\"],\"impactStartTime\":\"2025-03-17T07:53:00.000Z\",\"impactEndTime\":\"\",\"bridge\":{\"url\":\"https:\/\/meet.google.com\/hfi-qyjv-nzz\",\"additionalJoiningInfo\":\"Join By Phone:\\nUS number: tel:+1-224-324-4544, pin: 110097939; \\nFind numbers in more regions on https:\/\/tel.meet\/hfi-qyjv-nzz?pin=1325516168543, pin: 1325516168543\\n\"},\"roles\":[{\"createdAt\":\"2025-03-17T08:12:44.236Z\",\"modifiedAt\":\"2025-03-17T08:12:44.236Z\",\"createdBy\":{\"id\":\"02badda0-dae7-4498-93ec-ab6193b2d8a1\",\"email\":\"sitereliability@salesforce.com\",\"active\":true,\"name\":\"SiteReliability\",\"firstName\":null,\"lastName\":null,\"profile\":\"icc standard user\",\"gusUserId\":\"00590000000DrNxAAK\",\"slackUserId\":null,\"createdBy\":\"jgoble@salesforce.com\",\"modifiedBy\":\"jgoble@salesforce.com\",\"createdAt\":\"2022-11-14T22:00:55.527Z\",\"modifiedAt\":\"2022-11-14T22:00:55.527Z\"},\"modifiedBy\":{\"id\":\"02badda0-dae7-4498-93ec-ab6193b2d8a1\",\"email\":\"sitereliability@salesforce.com\",\"active\":true,\"name\":\"SiteReliability\",\"firstName\":null,\"lastName\":null,\"profile\":\"icc standard user\",\"gusUserId\":\"00590000000DrNxAAK\",\"slackUserId\":null,\"createdBy\":\"jgoble@salesforce.com\",\"modifiedBy\":\"jgoble@salesforce.com\",\"createdAt\":\"2022-11-14T22:00:55.527Z\",\"modifiedAt\":\"2022-11-14T22:00:55.527Z\"},\"id\":\"9612e4ea-7f9f-4836-957a-9d07056c2237\",\"name\":\"IncidentCommander\",\"displayName\":\"Incident Commander\",\"user\":{\"id\":\"5aed21f9-3f31-4016-a7f0-600fa6ebea8d\",\"email\":\"pavithra.kuppusami@salesforce.com\",\"active\":true,\"name\":\"Pavithra 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"pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Slack actions consumer received kafka message with key: 8314687c-abb3-4165-bbbf-414b12112a6b" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:03:22.818818+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742202202818, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Consumer consumed event with eventType='icc-page-request' for consumer group='icc-slack-actions'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:03:22.819065+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742202202819, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Consumer is returning ProcessedKafkaEvent {\"createdAt\":\"2025-03-17T09:03:22.809Z\",\"user\":{\"id\":\"5aed21f9-3f31-4016-a7f0-600fa6ebea8d\",\"email\":\"pavithra.kuppusami@salesforce.com\",\"active\":true,\"name\":\"Pavithra Kuppusami\",\"firstName\":\"Pavithra\",\"lastName\":\"Kuppusami\",\"profile\":\"icc standard 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usa662s\",\"detectedTime\":\"2025-03-17T08:06:00.000Z\",\"severity\":\"Sev2\",\"status\":\"InProgress\",\"origin\":\"Alert\",\"originReference\":\"https:\/\/salesforce.pagerduty.com\/incidents\/Q15U2Z6PMK3QFM\",\"impact\":[\"PerformanceDegradation\"],\"impactStartTime\":\"2025-03-17T07:53:00.000Z\",\"impactEndTime\":\"\",\"bridge\":{\"url\":\"https:\/\/meet.google.com\/hfi-qyjv-nzz\",\"additionalJoiningInfo\":\"Join By Phone:\\nUS number: tel:+1-224-324-4544, pin: 110097939; \\nFind numbers in more regions on https:\/\/tel.meet\/hfi-qyjv-nzz?pin=1325516168543, pin: 1325516168543\\n\"},\"roles\":[],\"category\":\"\",\"rootCause\":\"\",\"createdAt\":\"2025-03-17T08:12:44.236Z\",\"scrumTeamId\":\"a0090000000vv4hAAA\",\"team\":\"Site Reliability\",\"caseNumber\":\"73104263\",\"caseRecordId\":\"500EE00001TyZ1rYAF\",\"servicesImpacted\":[\"Core Live on Falcon\"],\"quipDocLink\":\"https:\/\/salesforce.quip.com\/m6mBA2aDHeqm\",\"engagedAt\":\"2025-03-17T08:12:58.310Z\",\"lastAttemptedForceExport\":\"\",\"lastExportStatus\":\"success\",\"gusExportTimestamp\":\"2025-03-17T08:19:09.243Z\"},\"eventObj\":{\"ok\":true,\"id\":\"800e4a1c-ae80-49d8-acdd-e895e5f203e7\",\"serviceId\":\"PDLICW7\",\"serviceName\":\"GUS: Lightning Web Platform Customer Success Incident Escalation\",\"customMessage\":\"Please join this active incident:\\nTeam: Site Reliability\\nSubject: APT Degradation on USA662s, core2, aws-prod5-uswest2\\nSeverity: Sev2\\nSlack Channel: #icc-73104263\\nBridge URL: https:\/\/meet.google.com\/hfi-qyjv-nzz\\nAdditional Joining Info: Join By Phone:\\nUS number: tel:+1-224-324-4544, pin: 110097939; \\nFind numbers in more regions on https:\/\/tel.meet\/hfi-qyjv-nzz?pin=1325516168543, pin: 1325516168543\\n\\nAdditional Details: \",\"incidentSubject\":\"APT Degradation on USA662s, core2, aws-prod5-uswest2\",\"incidentDescription\":\"Sherlock detected an APT Incident for Cell: usa662s, FI: AWS-PROD5-USWEST2. \\nAnomalies detected in the timeframe 2025-03-17 08:01:00.000 - 2025-03-17 08:03:00.000.\\n\\nCase created using .case by @Pavithra Kuppusami in #cp-sre-alerts for usa662s\"},\"requestId\":\"dvj2k8-xh48ve-ghrddh-bf6vue-1742202202425\",\"client\":\"icc-ui\"}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:03:22.819096+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742202202819, "pid": 69, "hostname": 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"icc-common", "msg": "Kafka Producer is producing message with key 'icc-notifier' to topic 'metrics': {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-page-request\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:03:22.819165+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742202202819, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:03:22.819302+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742202202819, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Received kafka message with key: 8314687c-abb3-4165-bbbf-414b12112a6b" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:03:22.819344+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742202202819, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Consumer consumed event with eventType='icc-page-request' for consumer group='icc-notifier'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:03:22.819757+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742202202819, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Consumer is returning ProcessedKafkaEvent {\"createdAt\":\"2025-03-17T09:03:22.809Z\",\"user\":{\"id\":\"5aed21f9-3f31-4016-a7f0-600fa6ebea8d\",\"email\":\"pavithra.kuppusami@salesforce.com\",\"active\":true,\"name\":\"Pavithra Kuppusami\",\"firstName\":\"Pavithra\",\"lastName\":\"Kuppusami\",\"profile\":\"icc standard 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usa662s\",\"detectedTime\":\"2025-03-17T08:06:00.000Z\",\"severity\":\"Sev2\",\"status\":\"InProgress\",\"origin\":\"Alert\",\"originReference\":\"https:\/\/salesforce.pagerduty.com\/incidents\/Q15U2Z6PMK3QFM\",\"impact\":[\"PerformanceDegradation\"],\"impactStartTime\":\"2025-03-17T07:53:00.000Z\",\"impactEndTime\":\"\",\"bridge\":{\"url\":\"https:\/\/meet.google.com\/hfi-qyjv-nzz\",\"additionalJoiningInfo\":\"Join By Phone:\\nUS number: tel:+1-224-324-4544, pin: 110097939; \\nFind numbers in more regions on https:\/\/tel.meet\/hfi-qyjv-nzz?pin=1325516168543, pin: 1325516168543\\n\"},\"roles\":[],\"category\":\"\",\"rootCause\":\"\",\"createdAt\":\"2025-03-17T08:12:44.236Z\",\"scrumTeamId\":\"a0090000000vv4hAAA\",\"team\":\"Site Reliability\",\"caseNumber\":\"73104263\",\"caseRecordId\":\"500EE00001TyZ1rYAF\",\"servicesImpacted\":[\"Core Live on Falcon\"],\"quipDocLink\":\"https:\/\/salesforce.quip.com\/m6mBA2aDHeqm\",\"engagedAt\":\"2025-03-17T08:12:58.310Z\",\"lastAttemptedForceExport\":\"\",\"lastExportStatus\":\"success\",\"gusExportTimestamp\":\"2025-03-17T08:19:09.243Z\"},\"eventObj\":{\"ok\":true,\"id\":\"800e4a1c-ae80-49d8-acdd-e895e5f203e7\",\"serviceId\":\"PDLICW7\",\"serviceName\":\"GUS: Lightning Web Platform Customer Success Incident Escalation\",\"customMessage\":\"Please join this active incident:\\nTeam: Site Reliability\\nSubject: APT Degradation on USA662s, core2, aws-prod5-uswest2\\nSeverity: Sev2\\nSlack Channel: #icc-73104263\\nBridge URL: https:\/\/meet.google.com\/hfi-qyjv-nzz\\nAdditional Joining Info: Join By Phone:\\nUS number: tel:+1-224-324-4544, pin: 110097939; \\nFind numbers in more regions on https:\/\/tel.meet\/hfi-qyjv-nzz?pin=1325516168543, pin: 1325516168543\\n\\nAdditional Details: \",\"incidentSubject\":\"APT Degradation on USA662s, core2, aws-prod5-uswest2\",\"incidentDescription\":\"Sherlock detected an APT Incident for Cell: usa662s, FI: AWS-PROD5-USWEST2. \\nAnomalies detected in the timeframe 2025-03-17 08:01:00.000 - 2025-03-17 08:03:00.000.\\n\\nCase created using .case by @Pavithra Kuppusami in #cp-sre-alerts for usa662s\"},\"requestId\":\"dvj2k8-xh48ve-ghrddh-bf6vue-1742202202425\",\"client\":\"icc-ui\"}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:03:22.819759+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742202202819, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "[Metrics.publishMetric] - Publishing metric {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-page-request\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:03:22.819761+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742202202819, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer is producing message with key 'icc-notifier' to topic 'metrics': {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-page-request\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:03:22.819765+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742202202819, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:03:22.819765+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742202202819, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Received JSON event: 8314687c-abb3-4165-bbbf-414b12112a6b" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:03:22.819766+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742202202819, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Schema: icc-page-request" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:03:22.819768+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742202202819, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Event Handler: undefined" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:03:22.819768+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742202202819, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "No notification for icc-page-request - {\"createdAt\":\"2025-03-17T09:03:22.809Z\",\"user\":{\"id\":\"5aed21f9-3f31-4016-a7f0-600fa6ebea8d\",\"email\":\"pavithra.kuppusami@salesforce.com\",\"active\":true,\"name\":\"Pavithra Kuppusami\",\"firstName\":\"Pavithra\",\"lastName\":\"Kuppusami\",\"profile\":\"icc standard user\",\"gusUserId\":\"005B0000006phyJIAQ\",\"slackUserId\":\"U01G5MUL669\",\"createdBy\":\"pavithra.kuppusami@salesforce.com\",\"modifiedBy\":\"pavithra.kuppusami@salesforce.com\",\"createdAt\":\"2022-04-28T15:47:19.245Z\",\"modifiedAt\":\"2022-04-28T15:47:19.245Z\"},\"incident\":{\"id\":\"8314687c-abb3-4165-bbbf-414b12112a6b\",\"slackChannel\":{\"id\":\"C08JMPZNEGY\",\"name\":\"icc-73104263\"},\"subject\":\"APT Degradation on USA662s, core2, aws-prod5-uswest2\",\"description\":\"Sherlock detected an APT Incident for Cell: usa662s, FI: AWS-PROD5-USWEST2. \\nAnomalies detected in the timeframe 2025-03-17 08:01:00.000 - 2025-03-17 08:03:00.000.\\n\\nCase created using .case by @Pavithra Kuppusami in #cp-sre-alerts for usa662s\",\"detectedTime\":\"2025-03-17T08:06:00.000Z\",\"severity\":\"Sev2\",\"status\":\"InProgress\",\"origin\":\"Alert\",\"originReference\":\"https:\/\/salesforce.pagerduty.com\/incidents\/Q15U2Z6PMK3QFM\",\"impact\":[\"PerformanceDegradation\"],\"impactStartTime\":\"2025-03-17T07:53:00.000Z\",\"impactEndTime\":\"\",\"bridge\":{\"url\":\"https:\/\/meet.google.com\/hfi-qyjv-nzz\",\"additionalJoiningInfo\":\"Join By Phone:\\nUS number: tel:+1-224-324-4544, pin: 110097939; \\nFind numbers in more regions on https:\/\/tel.meet\/hfi-qyjv-nzz?pin=1325516168543, pin: 1325516168543\\n\"},\"roles\":[],\"category\":\"\",\"rootCause\":\"\",\"createdAt\":\"2025-03-17T08:12:44.236Z\",\"scrumTeamId\":\"a0090000000vv4hAAA\",\"team\":\"Site Reliability\",\"caseNumber\":\"73104263\",\"caseRecordId\":\"500EE00001TyZ1rYAF\",\"servicesImpacted\":[\"Core Live on Falcon\"],\"quipDocLink\":\"https:\/\/salesforce.quip.com\/m6mBA2aDHeqm\",\"engagedAt\":\"2025-03-17T08:12:58.310Z\",\"lastAttemptedForceExport\":\"\",\"lastExportStatus\":\"success\",\"gusExportTimestamp\":\"2025-03-17T08:19:09.243Z\"},\"eventObj\":{\"ok\":true,\"id\":\"800e4a1c-ae80-49d8-acdd-e895e5f203e7\",\"serviceId\":\"PDLICW7\",\"serviceName\":\"GUS: Lightning Web Platform Customer Success Incident Escalation\",\"customMessage\":\"Please join this active incident:\\nTeam: Site Reliability\\nSubject: APT Degradation on USA662s, core2, aws-prod5-uswest2\\nSeverity: Sev2\\nSlack Channel: #icc-73104263\\nBridge URL: https:\/\/meet.google.com\/hfi-qyjv-nzz\\nAdditional Joining Info: Join By Phone:\\nUS number: tel:+1-224-324-4544, pin: 110097939; \\nFind numbers in more regions on https:\/\/tel.meet\/hfi-qyjv-nzz?pin=1325516168543, pin: 1325516168543\\n\\nAdditional Details: \",\"incidentSubject\":\"APT Degradation on USA662s, core2, aws-prod5-uswest2\",\"incidentDescription\":\"Sherlock detected an APT Incident for Cell: usa662s, FI: AWS-PROD5-USWEST2. \\nAnomalies detected in the timeframe 2025-03-17 08:01:00.000 - 2025-03-17 08:03:00.000.\\n\\nCase created using .case by @Pavithra Kuppusami in #cp-sre-alerts for usa662s\"},\"requestId\":\"dvj2k8-xh48ve-ghrddh-bf6vue-1742202202425\",\"client\":\"icc-ui\"}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:03:22.819770+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742202251251, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Connected to Redis" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:04:11.251906+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742202251252, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Redis client ready" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:04:11.252787+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": 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"severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742202526688, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Consumer consumed event with eventType='icc-internal-comms-response' for consumer group='icc-notifier'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:08:46.688987+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742202526689, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Consumer is returning ProcessedKafkaEvent {\"createdAt\":\"2025-03-17T09:08:46.678Z\",\"user\":{\"id\":\"182908c0-0f8e-4f77-8ff9-b1a7435b6deb\",\"email\":\"kzsibrek@salesforce.com\",\"active\":true,\"name\":\"Krisztian Zsibrek\",\"firstName\":\"Krisztian\",\"lastName\":\"Zsibrek\",\"profile\":\"icc standard user\",\"gusUserId\":\"005B0000006BPsrIAG\",\"slackUserId\":\"WV8TM5WP5\",\"createdBy\":\"kzsibrek@salesforce.com\",\"modifiedBy\":\"kzsibrek@salesforce.com\",\"createdAt\":\"2022-07-15T09:24:15.476Z\",\"modifiedAt\":\"2022-07-15T09:24:15.476Z\"},\"incident\":{\"id\":\"13054fa1-b6e2-45d6-8afe-0c7523384b29\",\"slackChannel\":{\"id\":\"C08J0HPF5H9\",\"name\":\"icc-73095026\"},\"subject\":\"Customers seeing latency on OMNI chat - single pod\",\"description\":\"CP SRE 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1P\\\"],\\\"quipDocLink\\\":\\\"https:\/\/salesforce.quip.com\/M8S4Ap02KbIu\\\",\\\"engagedAt\\\":\\\"2025-03-17T00:26:23.518Z\\\",\\\"lastAttemptedForceExport\\\":\\\"\\\",\\\"lastExportStatus\\\":\\\"success\\\",\\\"gusExportTimestamp\\\":\\\"2025-03-17T00:38:13.514Z\\\"},\\\"eventObj\\\":{\\\"internalComms\\\":{\\\"sequenceNumber\\\":14,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"9 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"Site switch is now finished, apptier is being restarted and we should see SCRT improvements.\\\",\\\"sentAt\\\":\\\"2025-03-17T09:27:01.181Z\\\",\\\"swimlaneUpdates\\\":[],\\\"slackChannelIds\\\":[\\\"C05U9CBHX8D\\\",\\\"C05T2A3C319\\\"],\\\"emailAddresses\\\":[\\\"techcustomerescalation@salesforce.com\\\",\\\"sitereliability@salesforce.com\\\",\\\"gsm@salesforce.com\\\"]},\\\"internalCommsId\\\":\\\"3f006e84-4575-4d51-a19c-7d2ae988c7d0\\\",\\\"allInternalCommsReport\\\":[{\\\"sequenceNumber\\\":14,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"9 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"Site switch is now finished, apptier is being restarted and we should see SCRT improvements.\\\",\\\"sentAt\\\":\\\"2025-03-17T09:27:01.181Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":13,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"9 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"Customer side mitigation was not adequate and we decided to proceed with an emergency site switch failover. NA208 is off-peak, customer impact should be minimal. ETA is 30 minutes.\\\",\\\"sentAt\\\":\\\"2025-03-17T09:08:45.461Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":12,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"8 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"We are proceeding with the customer (Schneider) side mitigation, where they refresh their code and flush their CDN one country at a time. This takes longer than anticipated, but we are seeing improving numbers. We are still impacted. Secondary swimlane, Site Switch is in stand by.\\\",\\\"sentAt\\\":\\\"2025-03-17T08:50:52.071Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":11,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"7 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel.\\\\nLater confirmed that Customer Schneider (orgID 00DA0000000abSm)'s has a broken implementation which is causing a flood of requests post instance refresh to the LAP servers (SP4 IA4 LAPP cluster C1). This is the reason for customers impacting on NA208 as well.\\\",\\\"actions\\\":\\\"Signature support team is in call with customer snyder electric to get their configs updated with correct uris.\\\\nMeanwhile site switching is considered to move other customers to IA5 live agent to mitigate the issue. Awaiting EVP approval for the same\\\"},\\\"sentAt\\\":\\\"2025-03-17T07:46:22.866Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":10,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"sentBy\\\":\\\"Priyanka Sharma\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"7 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Snyder electric misconfiguration is impacting other customer in the same super pod.\\\",\\\"actions\\\":\\\"We are trying to reach out to the customer(Snyder electric) to change their configuration but its not feasible to block or change the configuration.So we are trying to get other customers out of impact by having a siteswitch.\\\"},\\\"sentAt\\\":\\\"2025-03-17T07:10:24.160Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":9,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WAS176048\\\",\\\"sentBy\\\":\\\"Tuan Nguyen\\\",\\\"", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:02.390681+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"6 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel.\\\\n\\\\nLater confirmed that Customer Schneider (orgID 00DA0000000abSm)'s has a broken implementation which is causing a flood of requests post instance refresh to the LAP servers (SP4 IA4 LAPP cluster C1). This is the reason for customers impacting on NA208 as well.\\\",\\\"actions\\\":\\\"SL 1: We have paged network teams to engage for a potential block against Schneider org. We need to block these requests to the lapp servers (not Core). The lapp servers sit behind the F5 load balancer, but are not managed via BlackTab\\\\n\\\\nSL2: A support outreach to Schneider to have them fix their hardcoding post instant refresh.\\\"},\\\"sentAt\\\":\\\"2025-03-17T06:27:18.054Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":8,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WAS176048\\\",\\\"sentBy\\\":\\\"Tuan Nguyen\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"5 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"Omnichat team advises that they're seeing a customer \\\\\\\"Schneider electric\\\\\\\" (pend orgID) is not handling the visitor in their switch server. Customer implementation is creating new cache keys which is potentially causing increase unneeded traffic and errors on the memcache. \\\\n\\\\nCurrent path will look to block or ask customers to update LA services post Instance Refresh.\\\",\\\"needs\\\":\\\"Support will create an outbound case for Schneider electric.\\\"},\\\"sentAt\\\":\\\"2025-03-17T05:55:49.276Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":7,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"5 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"As the next resort of mitigation, lapp hosts are being restarted as there are memcache errors observed. \\\\nMeanwhile customer was asked to enable Enhanced Omni from messaging setting and they did. With enhanced Omni enabled, the chat is working as expected.\\\\nInvestigation and mitigation steps continue to happen however.\\\"},\\\"sentAt\\\":\\\"2025-03-17T05:14:27.661Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":6,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"4 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\\nThe mitigation steps taken are not fully effective and investigation is resumed for alternative solutions\\\",\\\"actions\\\":\\\"The IDB changes could fix the certificate error but not recover the instance performance unfortunately. Investigation is resumed form there for further solution. Customer side logs are being analysed and also heap\/thread dumps are collected for further investigation. No ETA and no path to green as of now.\\\"},\\\"sentAt\\\":\\\"2025-03-17T04:39:02.111Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":5,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"3 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"https:\/\/gus.lightning.force.com\/lightning\/r\/Case\/500EE00001Ty4M8YAJ\/view \\\\nIDB changes are made with EVP approval as part of mitigation. Solution is being monitored now.\\\"},\\\"sentAt\\\":\\\"2025-03-17T03:54:10.722Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":4,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"3 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"The action plan now is to redirect the customers to the old instance with appropriate certs through instance refresh or correct the certificates on the new hosts. The discussions around this are still happening considering the pros and cons.\\\"},\\\"sentAt\\\":\\\"2025-03-17T03:06:01.346Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":3,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"112 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel.\\\",\\\"actions\\\":\\\"Certificate error on certain instances causing the issue. The mitigation needs IDB changes to fall back to old instances with right certificates. EBF discussions are going on for the IDB changes\\\"},\\\"sentAt\\\":\\\"2025-03-17T02:17:40.848Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":2,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"60 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel.\\\",\\\"actions\\\":\\\"Omni team is investigating the causes for latency.\\\\nHeap dumps are being collected for the hosts to analyse.\\\\nRyan who actually owns the service is paged to investigate further\\\"},\\\"sentAt\\\":\\\"202", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:02.390681+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": 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NA208 is off-peak, customer impact should be minimal. ETA is 30 minutes.\\\",\\\"sentAt\\\":\\\"2025-03-17T09:08:45.461Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":12,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"8 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"We are proceeding with the customer (Schneider) side mitigation, where they refresh their code and flush their CDN one country at a time. This takes longer than anticipated, but we are seeing improving numbers. We are still impacted. Secondary swimlane, Site Switch is in stand by.\\\",\\\"sentAt\\\":\\\"2025-03-17T08:50:52.071Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":11,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"7 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. 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The lapp servers sit behind the F5 load balancer, but are not managed via BlackTab\\\\n\\\\nSL2: A support outreach to Schneider to have them fix their hardcoding post instant refresh.\\\"},\\\"sentAt\\\":\\\"2025-03-17T06:27:18.054Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":8,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WAS176048\\\",\\\"sentBy\\\":\\\"Tuan Nguyen\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"5 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"Omnichat team advises that they're seeing a customer \\\\\\\"Schneider electric\\\\\\\" (pend orgID) is not handling the visitor in their switch server. Customer implementation is creating new cache keys which is potentially causing increase unneeded traffic and errors on the memcache. \\\\n\\\\nCurrent path will look to block or ask customers to update LA services post Instance Refresh.\\\",\\\"needs\\\":\\\"Support will create an outbound case for Schneider electric.\\\"},\\\"sentAt\\\":\\\"2025-03-17T05:55:49.276Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":7,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"5 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"As the next resort of mitigation, lapp hosts are being restarted as there are memcache errors observed. \\\\nMeanwhile customer was asked to enable Enhanced Omni from messaging setting and they did. With enhanced Omni enabled, the chat is working as expected.\\\\nInvestigation and mitigation steps continue to happen however.\\\"},\\\"sentAt\\\":\\\"2025-03-17T05:14:27.661Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":6,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"4 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\\nThe mitigation steps taken are not fully effective and investigation is resumed for alternative solutions\\\",\\\"actions\\\":\\\"The IDB changes could fix the certificate error but not recover the instance performance unfortunately. Investigation is resumed form there for further solution. Customer side logs are being analysed and also heap\/thread dumps are collected for further investigation. No ETA and no path to green as of now.\\\"},\\\"sentAt\\\":\\\"2025-03-17T04:39:02.111Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":5,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"3 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"https:\/\/gus.lightning.force.com\/lightning\/r\/Case\/500EE00001Ty4M8YAJ\/view \\\\nIDB changes are made with EVP approval as part of mitigation. Solution is being monitored now.\\\"},\\\"sentAt\\\":\\\"2025-03-17T03:54:10.722Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":4,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"3 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"The action plan now is to redirect the customers to the old instance with appropriate certs through instance refresh or correct the certificates on the new hosts. The discussions around this are still happening considering the pros and cons.\\\"},\\\"sentAt\\\":\\\"2025-03-17T03:06:01.346Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":3,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"112 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel.\\\",\\\"actions\\\":\\\"Certificate error on certain instances causing the issue. The mitigation needs IDB changes to fall back to old instances with right certificates. EBF discussions are going on for the IDB changes\\\"},\\\"sentAt\\\":\\\"2025-03-17T02:17:40.848Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":2,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"60 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel.\\\",\\\"actions\\\":\\\"Omni team is investigating the causes for latency.\\\\nHeap dumps are being collected for the hosts to analyse.\\\\nRyan who actually owns the service is paged to investigate further\\\"},\\\"sentAt\\\":\\\"202", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:02.392301+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "5-03-17T01:25:49.250Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":1,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"14 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"SR received comms in #SR channel about OMNI agent performance degradation specifically on one instance na208.\\\",\\\"actions\\\":\\\"Investigating the issue and impact radius is under discussion\\\"},\\\"sentAt\\\":\\\"2025-03-17T00:40:19.849Z\\\",\\\"swimlaneUpdates\\\":[]}]},\\\"requestId\\\":\\\"vnf8ca-ohnon7-vbsmdm-66y9m7-1742203621030\\\",\\\"client\\\":\\\"icc-ui\\\"}\"}", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:02.392301+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742203622391, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "[Metrics.publishMetric] - Publishing metric {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-internal-comms-request\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:02.392302+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742203622391, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer is producing message with key 'icc-notifier' to topic 'metrics': {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-internal-comms-request\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:02.392303+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742203622391, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:02.392304+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742203622392, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Received JSON event: 13054fa1-b6e2-45d6-8afe-0c7523384b29" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:02.392305+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742203622392, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Schema: icc-internal-comms-request" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:02.392306+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742203622392, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Event Handler: undefined" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:02.392307+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "{\"level\":20,\"time\":1742203622392,\"pid\":69,\"hostname\":\"dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b\",\"name\":\"icc-notifier\",\"msg\":\"No notification for icc-internal-comms-request - 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single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"Site switch is now finished, apptier is being restarted and we should see SCRT improvements.\\\",\\\"sentAt\\\":\\\"2025-03-17T09:27:01.181Z\\\",\\\"swimlaneUpdates\\\":[],\\\"slackChannelIds\\\":[\\\"C05U9CBHX8D\\\",\\\"C05T2A3C319\\\"],\\\"emailAddresses\\\":[\\\"techcustomerescalation@salesforce.com\\\",\\\"sitereliability@salesforce.com\\\",\\\"gsm@salesforce.com\\\"]},\\\"internalCommsId\\\":\\\"3f006e84-4575-4d51-a19c-7d2ae988c7d0\\\",\\\"allInternalCommsReport\\\":[{\\\"sequenceNumber\\\":14,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"9 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"Site switch is now finished, apptier is being restarted and we should see SCRT improvements.\\\",\\\"sentAt\\\":\\\"2025-03-17T09:27:01.181Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":13,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"9 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"Customer side mitigation was not adequate and we decided to proceed with an emergency site switch failover. NA208 is off-peak, customer impact should be minimal. ETA is 30 minutes.\\\",\\\"sentAt\\\":\\\"2025-03-17T09:08:45.461Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":12,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"8 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"We are proceeding with the customer (Schneider) side mitigation, where they refresh their code and flush their CDN one country at a time. This takes longer than anticipated, but we are seeing improving numbers. We are still impacted. Secondary swimlane, Site Switch is in stand by.\\\",\\\"sentAt\\\":\\\"2025-03-17T08:50:52.071Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":11,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"7 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel.\\\\nLater confirmed that Customer Schneider (orgID 00DA0000000abSm)'s has a broken implementation which is causing a flood of requests post instance refresh to the LAP servers (SP4 IA4 LAPP cluster C1). This is the reason for customers impacting on NA208 as well.\\\",\\\"actions\\\":\\\"Signature support team is in call with customer snyder electric to get their configs updated with correct uris.\\\\nMeanwhile site switching is considered to move other customers to IA5 live agent to mitigate the issue. Awaiting EVP approval for the same\\\"},\\\"sentAt\\\":\\\"2025-03-17T07:46:22.866Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":10,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"sentBy\\\":\\\"Priyanka Sharma\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"7 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Snyder electric misconfiguration is impacting other customer in the same super pod.\\\",\\\"actions\\\":\\\"We are trying to reach out to the customer(Snyder electric) to change their configuration but its not feasible to block or change the configuration.So we are trying to get other customers out of impact by having a siteswitch.\\\"},\\\"sentAt\\\":\\\"2025-03-17T07:10:24.160Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":9,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WAS176048\\\",\\\"sentBy\\\":\\\"Tuan Nguyen\\\"", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:02.392326+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": ",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"6 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel.\\\\n\\\\nLater confirmed that Customer Schneider (orgID 00DA0000000abSm)'s has a broken implementation which is causing a flood of requests post instance refresh to the LAP servers (SP4 IA4 LAPP cluster C1). This is the reason for customers impacting on NA208 as well.\\\",\\\"actions\\\":\\\"SL 1: We have paged network teams to engage for a potential block against Schneider org. We need to block these requests to the lapp servers (not Core). The lapp servers sit behind the F5 load balancer, but are not managed via BlackTab\\\\n\\\\nSL2: A support outreach to Schneider to have them fix their hardcoding post instant refresh.\\\"},\\\"sentAt\\\":\\\"2025-03-17T06:27:18.054Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":8,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WAS176048\\\",\\\"sentBy\\\":\\\"Tuan Nguyen\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"5 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"Omnichat team advises that they're seeing a customer \\\\\\\"Schneider electric\\\\\\\" (pend orgID) is not handling the visitor in their switch server. Customer implementation is creating new cache keys which is potentially causing increase unneeded traffic and errors on the memcache. \\\\n\\\\nCurrent path will look to block or ask customers to update LA services post Instance Refresh.\\\",\\\"needs\\\":\\\"Support will create an outbound case for Schneider electric.\\\"},\\\"sentAt\\\":\\\"2025-03-17T05:55:49.276Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":7,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"5 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"As the next resort of mitigation, lapp hosts are being restarted as there are memcache errors observed. \\\\nMeanwhile customer was asked to enable Enhanced Omni from messaging setting and they did. With enhanced Omni enabled, the chat is working as expected.\\\\nInvestigation and mitigation steps continue to happen however.\\\"},\\\"sentAt\\\":\\\"2025-03-17T05:14:27.661Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":6,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"4 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\\nThe mitigation steps taken are not fully effective and investigation is resumed for alternative solutions\\\",\\\"actions\\\":\\\"The IDB changes could fix the certificate error but not recover the instance performance unfortunately. Investigation is resumed form there for further solution. Customer side logs are being analysed and also heap\/thread dumps are collected for further investigation. No ETA and no path to green as of now.\\\"},\\\"sentAt\\\":\\\"2025-03-17T04:39:02.111Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":5,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"3 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"https:\/\/gus.lightning.force.com\/lightning\/r\/Case\/500EE00001Ty4M8YAJ\/view \\\\nIDB changes are made with EVP approval as part of mitigation. Solution is being monitored now.\\\"},\\\"sentAt\\\":\\\"2025-03-17T03:54:10.722Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":4,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"3 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"The action plan now is to redirect the customers to the old instance with appropriate certs through instance refresh or correct the certificates on the new hosts. The discussions around this are still happening considering the pros and cons.\\\"},\\\"sentAt\\\":\\\"2025-03-17T03:06:01.346Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":3,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"112 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel.\\\",\\\"actions\\\":\\\"Certificate error on certain instances causing the issue. The mitigation needs IDB changes to fall back to old instances with right certificates. EBF discussions are going on for the IDB changes\\\"},\\\"sentAt\\\":\\\"2025-03-17T02:17:40.848Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":2,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"60 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel.\\\",\\\"actions\\\":\\\"Omni team is investigating the causes for latency.\\\\nHeap dumps are being collected for the hosts to analyse.\\\\nRyan who actually owns the service is paged to investigate further\\\"},\\\"sentAt\\\":\\\"", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:02.392326+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "2025-03-17T01:25:49.250Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":1,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"14 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"SR received comms in #SR channel about OMNI agent performance degradation specifically on one instance na208.\\\",\\\"actions\\\":\\\"Investigating the issue and impact radius is under discussion\\\"},\\\"sentAt\\\":\\\"2025-03-17T00:40:19.849Z\\\",\\\"swimlaneUpdates\\\":[]}]},\\\"requestId\\\":\\\"vnf8ca-ohnon7-vbsmdm-66y9m7-1742203621030\\\",\\\"client\\\":\\\"icc-ui\\\"}\"}", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:02.392326+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742203623129, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Slack actions consumer received kafka message with key: 13054fa1-b6e2-45d6-8afe-0c7523384b29" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:03.130592+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742203623130, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Consumer consumed event with eventType='icc-internal-comms-response' for consumer group='icc-slack-actions'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:03.130596+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742203623130, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Consumer is returning ProcessedKafkaEvent {\"createdAt\":\"2025-03-17T09:27:03.119Z\",\"user\":{\"id\":\"182908c0-0f8e-4f77-8ff9-b1a7435b6deb\",\"email\":\"kzsibrek@salesforce.com\",\"active\":true,\"name\":\"Krisztian Zsibrek\",\"firstName\":\"Krisztian\",\"lastName\":\"Zsibrek\",\"profile\":\"icc standard user\",\"gusUserId\":\"005B0000006BPsrIAG\",\"slackUserId\":\"WV8TM5WP5\",\"createdBy\":\"kzsibrek@salesforce.com\",\"modifiedBy\":\"kzsibrek@salesforce.com\",\"createdAt\":\"2022-07-15T09:24:15.476Z\",\"modifiedAt\":\"2022-07-15T09:24:15.476Z\"},\"incident\":{\"id\":\"13054fa1-b6e2-45d6-8afe-0c7523384b29\",\"slackChannel\":{\"id\":\"C08J0HPF5H9\",\"name\":\"icc-73095026\"},\"subject\":\"Customers seeing latency on OMNI chat - single pod\",\"description\":\"CP SRE Incident\\n\\nCase created using .case by @Priyanka Sharma in #sr for NA208\",\"detectedTime\":\"2025-03-17T00:25:00.000Z\",\"severity\":\"Sev2\",\"status\":\"InProgress\",\"origin\":\"Alert\",\"originReference\":\"\",\"impact\":[\"PerformanceDegradation\"],\"impactStartTime\":\"2025-03-17T00:26:00.000Z\",\"impactEndTime\":\"\",\"bridge\":{\"url\":\"https:\/\/meet.google.com\/hbh-zkju-hsu\",\"additionalJoiningInfo\":\"Join By Phone:\\nUS number: tel:+1-207-613-8053, pin: 347526838; \\nFind numbers in more regions on https:\/\/tel.meet\/hbh-zkju-hsu?pin=7765220428500, pin: 7765220428500\\n\"},\"roles\":[{\"createdAt\":\"2025-03-17T00:26:10.551Z\",\"modifiedAt\":\"2025-03-17T00:26:10.551Z\",\"createdBy\":{\"id\":\"02badda0-dae7-4498-93ec-ab6193b2d8a1\",\"email\":\"sitereliability@salesforce.com\",\"active\":true,\"name\":\"SiteReliability\",\"firstName\":null,\"lastName\":null,\"profile\":\"icc standard user\",\"gusUserId\":\"00590000000DrNxAAK\",\"slackUserId\":null,\"createdBy\":\"jgoble@salesforce.com\",\"modifiedBy\":\"jgoble@salesforce.com\",\"createdAt\":\"2022-11-14T22:00:55.527Z\",\"modifiedAt\":\"2022-11-14T22:00:55.527Z\"},\"modifiedBy\":{\"id\":\"02badda0-dae7-4498-93ec-ab6193b2d8a1\",\"email\":\"sitereliability@salesforce.com\",\"active\":true,\"name\":\"SiteReliability\",\"firstName\":null,\"lastName\":null,\"profile\":\"icc standard user\",\"gusUserId\":\"00590000000DrNxAAK\",\"slackUserId\":null,\"createdBy\":\"jgoble@salesforce.com\",\"modifiedBy\":\"jgoble@salesforce.com\",\"createdAt\":\"2022-11-14T22:00:55.527Z\",\"modifiedAt\":\"2022-11-14T22:00:55.527Z\"},\"id\":\"80955e31-ab05-4427-add9-3a093398312f\",\"name\":\"IncidentCommander\",\"displayName\":\"Incident Commander\",\"user\":{\"id\":\"ad04ea4c-799b-4b6e-a952-344bb4b1e4a7\",\"email\":\"psharma2@salesforce.com\",\"active\":true,\"name\":\"Priyanka Sharma\",\"firstName\":\"Priyanka\",\"lastName\":\"Sharma\",\"profile\":\"icc standard user\",\"gusUserId\":\"005EE000001oiQHYAY\",\"slackUserId\":\"U02L4D3SB9A\",\"createdBy\":\"icc@aloha.sso\",\"modifiedBy\":\"psharma2@salesforce.com\",\"createdAt\":\"2022-03-03T06:58:10.326Z\",\"modifiedAt\":\"2022-03-03T06:59:00.333Z\"},\"externalGusId\":null}],\"category\":\"\",\"rootCause\":\"\",\"createdAt\":\"2025-03-17T00:26:10.551Z\",\"scrumTeamId\":\"a0090000000vv4hAAA\",\"team\":\"Site Reliability\",\"caseNumber\":\"73095026\",\"caseRecordId\":\"500EE00001Ty0FFYAZ\",\"servicesImpacted\":[\"Core 1P\"],\"quipDocLink\":\"https:\/\/salesforce.quip.com\/M8S4Ap02KbIu\",\"engagedAt\":\"2025-03-17T00:26:23.518Z\",\"lastAttemptedForceExport\":\"\",\"lastExportStatus\":\"success\",\"gusExportTimestamp\":\"2025-03-17T00:38:13.514Z\"},\"eventObj\":{\"notifications\":[{\"notification\":\"C05U9CBHX8D\",\"deliveryStatus\":true,\"type\":\"SlackChannelId\"},{\"notification\":\"C05T2A3C319\",\"deliveryStatus\":true,\"type\":\"SlackChannelId\"}],\"internalCommsId\":\"3f006e84-4575-4d51-a19c-7d2ae988c7d0\",\"sequenceNumber\":14}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:03.130630+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742203623130, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "[Metrics.publishMetric] - Publishing metric {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-internal-comms-response\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:03.130633+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742203623130, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer is producing message with key 'icc-notifier' to topic 'metrics': {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-internal-comms-response\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:03.130644+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742203623130, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:03.130645+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742203623130, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-notifier", "msg": "Received kafka message with key: 13054fa1-b6e2-45d6-8afe-0c7523384b29" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:27:03.130647+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742203623130, "pid": 69, "hostname": "dyno-45ed6aec-7763-4b03-9cb2-9279e4cc613b", "name": "icc-common", "msg": "Kafka Consumer consumed event with eventType='icc-internal-comms-response' for consumer group='icc-notifier'" }, "source": "heroku.app", "sourcetype": "-", "hostname": 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"source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:48:14.559792+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742204894559, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Consumer consumed event with eventType='icc-report-created' for consumer group='icc-slack-actions'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:48:14.559957+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": 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"hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Producer is producing message with key 'icc-notifier' to topic 'metrics': {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-incident-to-cis-export-success\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:48:22.494816+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742204902494, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:48:22.494885+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 50, "time": 1742204902494, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-notifier", "err": { "type": "TypeError", "message": "Cannot read properties of undefined (reading 'id')", "stack": "TypeError: Cannot read properties of undefined (reading 'id')\n at KafkaConsumer. (\/app\/build\/kafka\/consumer\/notifier\/NotifierKafkaConsumer.js:34:94)\n at KafkaConsumer.emit (node:events:519:28)\n at readCallback (\/app\/node_modules\/node-rdkafka\/lib\/kafka-consumer.js:448:12)" }, "msg": "[Unhandled Error] potentially crashes the app, please investigate and handle it accordingly" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:48:22.495061+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742204904178, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-notifier", "msg": "Received kafka message with key: e04d22e5-f1b5-4b4b-81f1-8ae77e4f6960" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:48:24.178809+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742204904178, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Consumer consumed event with eventType='icc-ctc-lock-response' for consumer group='icc-notifier'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:48:24.178952+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742204904178, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Consumer is returning ProcessedKafkaEvent {\"locks\":[{\"id\":\"04dd798e-dac1-45b0-ae4b-eacd37172ee8\",\"status\":\"active\",\"externalId\":\"a8LEE00001BdDmX2AV\",\"incidentToCiId\":\"11db556f-df12-40e0-88e5-7b88d50968a6\"}],\"incidentId\":\"e04d22e5-f1b5-4b4b-81f1-8ae77e4f6960\"}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:48:24.178965+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742204904178, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "[Metrics.publishMetric] - Publishing metric {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-ctc-lock-response\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:48:24.178968+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742204904179, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Producer is producing message with key 'icc-notifier' to topic 'metrics': {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-ctc-lock-response\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:48:24.179039+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742204904179, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:48:24.179145+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 50, "time": 1742204904179, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-notifier", "err": { "type": "TypeError", "message": "Cannot read properties of undefined (reading 'id')", "stack": "TypeError: Cannot read properties of undefined (reading 'id')\n at KafkaConsumer. (\/app\/build\/kafka\/consumer\/notifier\/NotifierKafkaConsumer.js:34:94)\n at KafkaConsumer.emit (node:events:519:28)\n at readCallback (\/app\/node_modules\/node-rdkafka\/lib\/kafka-consumer.js:448:12)" }, "msg": "[Unhandled Error] potentially crashes the app, please investigate and handle it accordingly" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:48:24.179373+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742204904179, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-notifier", "msg": "Slack actions 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{"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 50, "time": 1742205318168, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-notifier", "err": { "type": "TypeError", "message": "Cannot read properties of undefined (reading 'id')", "stack": "TypeError: Cannot read properties of undefined (reading 'id')\n at KafkaConsumer. 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{"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742205318314, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Consumer is returning ProcessedKafkaEvent {\"createdAt\":\"2025-03-17T09:55:18.305Z\",\"user\":{\"id\":\"3b063c5b-cba4-4e8e-8dd3-7eb4639d4e0d\",\"email\":\"ubalasubramaniam@salesforce.com\",\"active\":true,\"name\":\"Uma Shankar Balasubramaniam\",\"firstName\":\"Uma Shankar\",\"lastName\":\"Balasubramaniam\",\"profile\":\"icc standard user\",\"gusUserId\":\"005EE0000014kA9YAI\",\"slackUserId\":\"U02HB83KSF2\",\"createdBy\":\"icc@aloha.sso\",\"modifiedBy\":\"ubalasubramaniam@salesforce.com\",\"createdAt\":\"2022-03-14T15:28:15.327Z\",\"modifiedAt\":\"2022-04-28T15:44:12.402Z\"},\"incident\":{\"id\":\"e04d22e5-f1b5-4b4b-81f1-8ae77e4f6960\",\"slackChannel\":{\"id\":\"C08JAS7REP3\",\"name\":\"icc-73106277\"},\"subject\":\"Sherlock_APT Degradation Alert for Falcon_Instance : 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{\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-usd-resource-response\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:56:31.859838+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742205391859, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:56:31.859891+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 50, "time": 1742205391859, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-notifier", "err": { "type": "TypeError", "message": "Cannot read properties of undefined (reading 'id')", "stack": "TypeError: Cannot read properties of undefined (reading 'id')\n at KafkaConsumer. 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with eventType='icc-incident-to-cis-response' for consumer group='icc-notifier'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:57:20.750007+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742205440749, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Consumer is returning ProcessedKafkaEvent {\"createdAt\":\"2025-03-17T09:57:20.695Z\",\"incidentId\":\"13054fa1-b6e2-45d6-8afe-0c7523384b29\",\"user\":{\"id\":\"182908c0-0f8e-4f77-8ff9-b1a7435b6deb\",\"email\":\"kzsibrek@salesforce.com\",\"active\":true,\"name\":\"Krisztian Zsibrek\",\"firstName\":\"Krisztian\",\"lastName\":\"Zsibrek\",\"profile\":\"icc standard user\",\"gusUserId\":\"005B0000006BPsrIAG\",\"slackUserId\":\"WV8TM5WP5\",\"createdBy\":\"kzsibrek@salesforce.com\",\"modifiedBy\":\"kzsibrek@salesforce.com\",\"createdAt\":\"2022-07-15T09:24:15.476Z\",\"modifiedAt\":\"2022-07-15T09:24:15.476Z\"},\"responses\":[{\"response\":{\"id\":\"aCqEE000000C0yj0AC\",\"success\":true,\"errors\":[]},\"configurationItemId\":\"a7JB0000000GuPwMAK\"}]}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:57:20.750010+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742205440749, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "[Metrics.publishMetric] - Publishing metric {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-incident-to-cis-response\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:57:20.750011+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742205440750, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Producer is producing message with key 'icc-notifier' to topic 'metrics': {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-incident-to-cis-response\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:57:20.750081+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742205440750, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:57:20.750093+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 50, "time": 1742205440750, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-notifier", "err": { "type": "TypeError", "message": "Cannot read properties of undefined (reading 'id')", "stack": "TypeError: Cannot read properties of undefined (reading 'id')\n at KafkaConsumer. (\/app\/build\/kafka\/consumer\/notifier\/NotifierKafkaConsumer.js:34:94)\n at KafkaConsumer.emit (node:events:519:28)\n at readCallback (\/app\/node_modules\/node-rdkafka\/lib\/kafka-consumer.js:448:12)" }, "msg": "[Unhandled Error] potentially crashes the app, please investigate and handle it accordingly" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:57:20.750313+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742205508721, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-notifier", "msg": "Slack actions consumer received kafka message with key: 13054fa1-b6e2-45d6-8afe-0c7523384b29" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:58:28.722040+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742205508725, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Consumer consumed event with eventType='icc-internal-comms-request' for consumer group='icc-slack-actions'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:58:28.725289+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "{\"level\":20,\"time\":1742205508725,\"pid\":70,\"hostname\":\"dyno-71940328-6b75-41fc-9f75-35c19baa3626\",\"name\":\"icc-common\",\"msg\":\"Kafka Consumer is returning ProcessedKafkaEvent {\\\"createdAt\\\":\\\"2025-03-17T09:58:28.711Z\\\",\\\"user\\\":{\\\"id\\\":\\\"182908c0-0f8e-4f77-8ff9-b1a7435b6deb\\\",\\\"email\\\":\\\"kzsibrek@salesforce.com\\\",\\\"active\\\":true,\\\"name\\\":\\\"Krisztian Zsibrek\\\",\\\"firstName\\\":\\\"Krisztian\\\",\\\"lastName\\\":\\\"Zsibrek\\\",\\\"profile\\\":\\\"icc standard user\\\",\\\"gusUserId\\\":\\\"005B0000006BPsrIAG\\\",\\\"slackUserId\\\":\\\"WV8TM5WP5\\\",\\\"createdBy\\\":\\\"kzsibrek@salesforce.com\\\",\\\"modifiedBy\\\":\\\"kzsibrek@salesforce.com\\\",\\\"createdAt\\\":\\\"2022-07-15T09:24:15.476Z\\\",\\\"modifiedAt\\\":\\\"2022-07-15T09:24:15.476Z\\\"},\\\"incident\\\":{\\\"id\\\":\\\"13054fa1-b6e2-45d6-8afe-0c7523384b29\\\",\\\"slackChannel\\\":{\\\"id\\\":\\\"C08J0HPF5H9\\\",\\\"name\\\":\\\"icc-73095026\\\"},\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"description\\\":\\\"CP SRE Incident\\\\n\\\\nCase created using .case by @Priyanka Sharma in #sr for NA208\\\",\\\"detectedTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"Resolved\\\",\\\"origin\\\":\\\"Customer - External\\\",\\\"originReference\\\":\\\"--\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"impactEndTime\\\":\\\"2025-03-17T09:30:00.000Z\\\",\\\"bridge\\\":{\\\"url\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"additionalJoiningInfo\\\":\\\"Join By Phone:\\\\nUS number: tel:+1-207-613-8053, pin: 347526838; \\\\nFind numbers in more regions on https:\/\/tel.meet\/hbh-zkju-hsu?pin=7765220428500, pin: 7765220428500\\\\n\\\"},\\\"roles\\\":[{\\\"createdAt\\\":\\\"2025-03-17T00:26:10.551Z\\\",\\\"modifiedAt\\\":\\\"2025-03-17T00:26:10.551Z\\\",\\\"createdBy\\\":{\\\"id\\\":\\\"02badda0-dae7-4498-93ec-ab6193b2d8a1\\\",\\\"email\\\":\\\"sitereliability@salesforce.com\\\",\\\"active\\\":true,\\\"name\\\":\\\"SiteReliability\\\",\\\"firstName\\\":null,\\\"lastName\\\":null,\\\"profile\\\":\\\"icc standard user\\\",\\\"gusUserId\\\":\\\"00590000000DrNxAAK\\\",\\\"slackUserId\\\":null,\\\"createdBy\\\":\\\"jgoble@salesforce.com\\\",\\\"modifiedBy\\\":\\\"jgoble@salesforce.com\\\",\\\"createdAt\\\":\\\"2022-11-14T22:00:55.527Z\\\",\\\"modifiedAt\\\":\\\"2022-11-14T22:00:55.527Z\\\"},\\\"modifiedBy\\\":{\\\"id\\\":\\\"02badda0-dae7-4498-93ec-ab6193b2d8a1\\\",\\\"email\\\":\\\"sitereliability@salesforce.com\\\",\\\"active\\\":true,\\\"name\\\":\\\"SiteReliability\\\",\\\"firstName\\\":null,\\\"lastName\\\":null,\\\"profile\\\":\\\"icc standard user\\\",\\\"gusUserId\\\":\\\"00590000000DrNxAAK\\\",\\\"slackUserId\\\":null,\\\"createdBy\\\":\\\"jgoble@salesforce.com\\\",\\\"modifiedBy\\\":\\\"jgoble@salesforce.com\\\",\\\"createdAt\\\":\\\"2022-11-14T22:00:55.527Z\\\",\\\"modifiedAt\\\":\\\"2022-11-14T22:00:55.527Z\\\"},\\\"id\\\":\\\"80955e31-ab05-4427-add9-3a093398312f\\\",\\\"name\\\":\\\"IncidentCommander\\\",\\\"displayName\\\":\\\"Incident Commander\\\",\\\"user\\\":{\\\"id\\\":\\\"ad04ea4c-799b-4b6e-a952-344bb4b1e4a7\\\",\\\"email\\\":\\\"psharma2@salesforce.com\\\",\\\"active\\\":true,\\\"name\\\":\\\"Priyanka Sharma\\\",\\\"firstName\\\":\\\"Priyanka\\\",\\\"lastName\\\":\\\"Sharma\\\",\\\"profile\\\":\\\"icc standard user\\\",\\\"gusUserId\\\":\\\"005EE000001oiQHYAY\\\",\\\"slackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"createdBy\\\":\\\"icc@aloha.sso\\\",\\\"modifiedBy\\\":\\\"psharma2@salesforce.com\\\",\\\"createdAt\\\":\\\"2022-03-03T06:58:10.326Z\\\",\\\"modifiedAt\\\":\\\"2022-03-03T06:59:00.333Z\\\"},\\\"externalGusId\\\":null}],\\\"category\\\":\\\"Application\\\",\\\"rootCause\\\":\\\"Configuration\\\",\\\"createdAt\\\":\\\"2025-03-17T00:26:10.551Z\\\",\\\"scrumTeamId\\\":\\\"a0090000000vv4hAAA\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"caseNumber\\\":\\\"73095026\\\",\\\"caseRecordId\\\":\\\"500EE00001Ty0FFYAZ\\\",\\\"servicesImpacted\\\":[\\\"Core 1P\\\"],\\\"quipDocLink\\\":\\\"https:\/\/salesforce.quip.com\/M8S4Ap02KbIu\\\",\\\"engagedAt\\\":\\\"2025-03-17T00:26:23.518Z\\\",\\\"lastAttemptedForceExport\\\":\\\"\\\",\\\"lastExportStatus\\\":\\\"success\\\",\\\"gusExportTimestamp\\\":\\\"2025-03-17T09:57:25.281Z\\\"},\\\"eventObj\\\":{\\\"internalComms\\\":{\\\"sequenceNumber\\\":15,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"Resolved\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"2025-03-17T09:30:00.000Z\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"9 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"After the site switch, SCRT teams saw improvements, and customers also confirmed that their issue is gone. Customers needs to do changes to their hard coded Liveagent URL's and the KB article is posted on Trust. End of impact 9:30 UTC.\\\",\\\"sentAt\\\":\\\"2025-03-17T09:58:28.329Z\\\",\\\"swimlaneUpdates\\\":[],\\\"slackChannelIds\\\":[\\\"C05U9CBHX8D\\\",\\\"C05T2A3C319\\\"],\\\"emailAddresses\\\":[\\\"sitereliability@salesforce.com\\\",\\\"gsm@salesforce.com\\\",\\\"techcustomerescalation@salesforce.com\\\"]},\\\"internalCommsId\\\":\\\"1173cec7-a9e4-4cc1-8f01-4dfac580191e\\\",\\\"allInternalCommsReport\\\":[{\\\"sequenceNumber\\\":15,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"Resolved\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"2025-03-17T09:30:00.000Z\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"9 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"After the site switch, SCRT teams saw improvements, and customers also confirmed that their issue is gone. Customers needs to do changes to their hard coded Liveagent URL's and the KB article is posted on Trust. End of impact 9:30 UTC.\\\",\\\"sentAt\\\":\\\"2025-03-17T09:58:28.329Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":14,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"9 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"Site switch is now finished, apptier is being restarted and we should see SCRT improvements.\\\",\\\"sentAt\\\":\\\"2025-03-17T09:27:01.181Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":13,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"9 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"Customer side mitigation was not adequate and we decided to proceed with an emergency site switch failover. NA208 is off-peak, customer impact should be minimal. ETA is 30 minutes.\\\",\\\"sentAt\\\":\\\"2025-03-17T09:08:45.461Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":12,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"8 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"We are proceeding with the customer (Schneider) side mitigation, where they refresh their code and flush their CDN one country at a time. This takes longer than anticipated, but we are seeing improving numbers. We are still impacted. Secondary swimlane, Site Switch is in stand by.\\\",\\\"sentAt\\\":\\\"2025-03-17T08:50:52.071Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":11,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"7 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel.\\\\nLater confirmed that Customer Schneider (orgID 00DA0000000abSm)'s has a broken implementation which is causing a flood of requests post instance refresh to the LAP servers (SP4 IA4 LAPP cluster C1). This is the reason for customers impacting on NA208 as well.\\\",\\\"actions\\\":\\\"Signature support team is in call with customer snyder electric to get their configs updated with correct uris.\\\\nMeanwhile site switching is considered to move other customers to IA5 live agent to mitigate the issue. Awaiting EVP approval for the same\\\"},\\\"sentAt\\\":\\\"2025-03-17T07:46:22.866Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":10,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgres", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:58:28.725542+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "s\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"sentBy\\\":\\\"Priyanka Sharma\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"7 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Snyder electric misconfiguration is impacting other customer in the same super pod.\\\",\\\"actions\\\":\\\"We are trying to reach out to the customer(Snyder electric) to change their configuration but its not feasible to block or change the configuration.So we are trying to get other customers out of impact by having a siteswitch.\\\"},\\\"sentAt\\\":\\\"2025-03-17T07:10:24.160Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":9,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WAS176048\\\",\\\"sentBy\\\":\\\"Tuan Nguyen\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"6 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel.\\\\n\\\\nLater confirmed that Customer Schneider (orgID 00DA0000000abSm)'s has a broken implementation which is causing a flood of requests post instance refresh to the LAP servers (SP4 IA4 LAPP cluster C1). This is the reason for customers impacting on NA208 as well.\\\",\\\"actions\\\":\\\"SL 1: We have paged network teams to engage for a potential block against Schneider org. We need to block these requests to the lapp servers (not Core). The lapp servers sit behind the F5 load balancer, but are not managed via BlackTab\\\\n\\\\nSL2: A support outreach to Schneider to have them fix their hardcoding post instant refresh.\\\"},\\\"sentAt\\\":\\\"2025-03-17T06:27:18.054Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":8,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WAS176048\\\",\\\"sentBy\\\":\\\"Tuan Nguyen\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"5 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"Omnichat team advises that they're seeing a customer \\\\\\\"Schneider electric\\\\\\\" (pend orgID) is not handling the visitor in their switch server. Customer implementation is creating new cache keys which is potentially causing increase unneeded traffic and errors on the memcache. \\\\n\\\\nCurrent path will look to block or ask customers to update LA services post Instance Refresh.\\\",\\\"needs\\\":\\\"Support will create an outbound case for Schneider electric.\\\"},\\\"sentAt\\\":\\\"2025-03-17T05:55:49.276Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":7,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"5 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"As the next resort of mitigation, lapp hosts are being restarted as there are memcache errors observed. \\\\nMeanwhile customer was asked to enable Enhanced Omni from messaging setting and they did. With enhanced Omni enabled, the chat is working as expected.\\\\nInvestigation and mitigation steps continue to happen however.\\\"},\\\"sentAt\\\":\\\"2025-03-17T05:14:27.661Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":6,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"4 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\\nThe mitigation steps taken are not fully effective and investigation is resumed for alternative solutions\\\",\\\"actions\\\":\\\"The IDB changes could fix the certificate error but not recover the instance performance unfortunately. Investigation is resumed form there for further solution. Customer side logs are being analysed and also heap\/thread dumps are collected for further investigation. No ETA and no path to green as of now.\\\"},\\\"sentAt\\\":\\\"2025-03-17T04:39:02.111Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":5,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"3 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"https:\/\/gus.lightning.force.com\/lightning\/r\/Case\/500EE00001Ty4M8YAJ\/view \\\\nIDB changes are made with EVP approval as part of mitigation. Solution is being monitored now.\\\"},\\\"sentAt\\\":\\\"2025-03-17T03:54:10.722Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":4,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"3 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"The action plan now is to redirect the customers to the old instance with appropriate certs through instance refresh or correct the certificates on the new hosts. The discussions around this are still happening considering the pros and cons.\\\"},\\\"sentAt\\\":\\\"2025-03-17T03:06:01.346Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":3,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"112 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel.\\\",\\\"actions\\\":\\\"Certificate error on certain instances causing the issue. The mitigation needs IDB changes to fall bac", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:58:28.725542+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "k to old instances with right certificates. EBF discussions are going on for the IDB changes\\\"},\\\"sentAt\\\":\\\"2025-03-17T02:17:40.848Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":2,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"60 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel.\\\",\\\"actions\\\":\\\"Omni team is investigating the causes for latency.\\\\nHeap dumps are being collected for the hosts to analyse.\\\\nRyan who actually owns the service is paged to investigate further\\\"},\\\"sentAt\\\":\\\"2025-03-17T01:25:49.250Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":1,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"14 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"SR received comms in #SR channel about OMNI agent performance degradation specifically on one instance na208.\\\",\\\"actions\\\":\\\"Investigating the issue and impact radius is under discussion\\\"},\\\"sentAt\\\":\\\"2025-03-17T00:40:19.849Z\\\",\\\"swimlaneUpdates\\\":[]}]},\\\"requestId\\\":\\\"ymy2bm-4j5tp-13vvyo-r8tuf-1742205507522\\\",\\\"client\\\":\\\"icc-ui\\\"}\"}", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:58:28.725542+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742205508725, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "[Metrics.publishMetric] - Publishing metric {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-internal-comms-request\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:58:28.725547+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742205508725, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Producer is producing message with key 'icc-notifier' to topic 'metrics': {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-internal-comms-request\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:58:28.725629+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742205508725, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:58:28.725767+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742205508725, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-notifier", "msg": "Received kafka message with key: 13054fa1-b6e2-45d6-8afe-0c7523384b29" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:58:28.725872+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742205508727, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Consumer consumed event with eventType='icc-internal-comms-request' for consumer group='icc-notifier'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:58:28.727245+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "{\"level\":20,\"time\":1742205508727,\"pid\":70,\"hostname\":\"dyno-71940328-6b75-41fc-9f75-35c19baa3626\",\"name\":\"icc-common\",\"msg\":\"Kafka Consumer is returning ProcessedKafkaEvent {\\\"createdAt\\\":\\\"2025-03-17T09:58:28.711Z\\\",\\\"user\\\":{\\\"id\\\":\\\"182908c0-0f8e-4f77-8ff9-b1a7435b6deb\\\",\\\"email\\\":\\\"kzsibrek@salesforce.com\\\",\\\"active\\\":true,\\\"name\\\":\\\"Krisztian Zsibrek\\\",\\\"firstName\\\":\\\"Krisztian\\\",\\\"lastName\\\":\\\"Zsibrek\\\",\\\"profile\\\":\\\"icc standard 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Customers needs to do changes to their hard coded Liveagent URL's and the KB article is posted on Trust. End of impact 9:30 UTC.\\\",\\\"sentAt\\\":\\\"2025-03-17T09:58:28.329Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":14,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"9 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"Site switch is now finished, apptier is being restarted and we should see SCRT improvements.\\\",\\\"sentAt\\\":\\\"2025-03-17T09:27:01.181Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":13,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"9 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"Customer side mitigation was not adequate and we decided to proceed with an emergency site switch failover. NA208 is off-peak, customer impact should be minimal. ETA is 30 minutes.\\\",\\\"sentAt\\\":\\\"2025-03-17T09:08:45.461Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":12,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"8 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"We are proceeding with the customer (Schneider) side mitigation, where they refresh their code and flush their CDN one country at a time. This takes longer than anticipated, but we are seeing improving numbers. We are still impacted. Secondary swimlane, Site Switch is in stand by.\\\",\\\"sentAt\\\":\\\"2025-03-17T08:50:52.071Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":11,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"7 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel.\\\\nLater confirmed that Customer Schneider (orgID 00DA0000000abSm)'s has a broken implementation which is causing a flood of requests post instance refresh to the LAP servers (SP4 IA4 LAPP cluster C1). This is the reason for customers impacting on NA208 as well.\\\",\\\"actions\\\":\\\"Signature support team is in call with customer snyder electric to get their configs updated with correct uris.\\\\nMeanwhile site switching is considered to move other customers to IA5 live agent to mitigate the issue. Awaiting EVP approval for the same\\\"},\\\"sentAt\\\":\\\"2025-03-17T07:46:22.866Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":10,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgres", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:58:28.727480+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "s\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"sentBy\\\":\\\"Priyanka Sharma\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"7 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Snyder electric misconfiguration is impacting other customer in the same super pod.\\\",\\\"actions\\\":\\\"We are trying to reach out to the customer(Snyder electric) to change their configuration but its not feasible to block or change the configuration.So we are trying to get other customers out of impact by having a siteswitch.\\\"},\\\"sentAt\\\":\\\"2025-03-17T07:10:24.160Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":9,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WAS176048\\\",\\\"sentBy\\\":\\\"Tuan Nguyen\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"6 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel.\\\\n\\\\nLater confirmed that Customer Schneider (orgID 00DA0000000abSm)'s has a broken implementation which is causing a flood of requests post instance refresh to the LAP servers (SP4 IA4 LAPP cluster C1). This is the reason for customers impacting on NA208 as well.\\\",\\\"actions\\\":\\\"SL 1: We have paged network teams to engage for a potential block against Schneider org. We need to block these requests to the lapp servers (not Core). The lapp servers sit behind the F5 load balancer, but are not managed via BlackTab\\\\n\\\\nSL2: A support outreach to Schneider to have them fix their hardcoding post instant refresh.\\\"},\\\"sentAt\\\":\\\"2025-03-17T06:27:18.054Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":8,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WAS176048\\\",\\\"sentBy\\\":\\\"Tuan Nguyen\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"5 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"Omnichat team advises that they're seeing a customer \\\\\\\"Schneider electric\\\\\\\" (pend orgID) is not handling the visitor in their switch server. Customer implementation is creating new cache keys which is potentially causing increase unneeded traffic and errors on the memcache. \\\\n\\\\nCurrent path will look to block or ask customers to update LA services post Instance Refresh.\\\",\\\"needs\\\":\\\"Support will create an outbound case for Schneider electric.\\\"},\\\"sentAt\\\":\\\"2025-03-17T05:55:49.276Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":7,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"5 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"As the next resort of mitigation, lapp hosts are being restarted as there are memcache errors observed. \\\\nMeanwhile customer was asked to enable Enhanced Omni from messaging setting and they did. With enhanced Omni enabled, the chat is working as expected.\\\\nInvestigation and mitigation steps continue to happen however.\\\"},\\\"sentAt\\\":\\\"2025-03-17T05:14:27.661Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":6,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"4 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\\nThe mitigation steps taken are not fully effective and investigation is resumed for alternative solutions\\\",\\\"actions\\\":\\\"The IDB changes could fix the certificate error but not recover the instance performance unfortunately. Investigation is resumed form there for further solution. Customer side logs are being analysed and also heap\/thread dumps are collected for further investigation. No ETA and no path to green as of now.\\\"},\\\"sentAt\\\":\\\"2025-03-17T04:39:02.111Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":5,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"3 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"https:\/\/gus.lightning.force.com\/lightning\/r\/Case\/500EE00001Ty4M8YAJ\/view \\\\nIDB changes are made with EVP approval as part of mitigation. Solution is being monitored now.\\\"},\\\"sentAt\\\":\\\"2025-03-17T03:54:10.722Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":4,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"3 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"The action plan now is to redirect the customers to the old instance with appropriate certs through instance refresh or correct the certificates on the new hosts. The discussions around this are still happening considering the pros and cons.\\\"},\\\"sentAt\\\":\\\"2025-03-17T03:06:01.346Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":3,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"112 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel.\\\",\\\"actions\\\":\\\"Certificate error on certain instances causing the issue. The mitigation needs IDB changes to fall bac", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:58:28.727480+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "k to old instances with right certificates. EBF discussions are going on for the IDB changes\\\"},\\\"sentAt\\\":\\\"2025-03-17T02:17:40.848Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":2,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"60 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel.\\\",\\\"actions\\\":\\\"Omni team is investigating the causes for latency.\\\\nHeap dumps are being collected for the hosts to analyse.\\\\nRyan who actually owns the service is paged to investigate further\\\"},\\\"sentAt\\\":\\\"2025-03-17T01:25:49.250Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":1,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"14 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"SR received comms in #SR channel about OMNI agent performance degradation specifically on one instance na208.\\\",\\\"actions\\\":\\\"Investigating the issue and impact radius is under discussion\\\"},\\\"sentAt\\\":\\\"2025-03-17T00:40:19.849Z\\\",\\\"swimlaneUpdates\\\":[]}]},\\\"requestId\\\":\\\"ymy2bm-4j5tp-13vvyo-r8tuf-1742205507522\\\",\\\"client\\\":\\\"icc-ui\\\"}\"}", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:58:28.727480+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742205508727, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "[Metrics.publishMetric] - 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single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"After the site switch, SCRT teams saw improvements, and customers also confirmed that their issue is gone. Customers needs to do changes to their hard coded Liveagent URL's and the KB article is posted on Trust. End of impact 9:30 UTC.\\\",\\\"sentAt\\\":\\\"2025-03-17T09:58:28.329Z\\\",\\\"swimlaneUpdates\\\":[],\\\"slackChannelIds\\\":[\\\"C05U9CBHX8D\\\",\\\"C05T2A3C319\\\"],\\\"emailAddresses\\\":[\\\"sitereliability@salesforce.com\\\",\\\"gsm@salesforce.com\\\",\\\"techcustomerescalation@salesforce.com\\\"]},\\\"internalCommsId\\\":\\\"1173cec7-a9e4-4cc1-8f01-4dfac580191e\\\",\\\"allInternalCommsReport\\\":[{\\\"sequenceNumber\\\":15,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"Resolved\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"2025-03-17T09:30:00.000Z\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"9 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"After the site switch, SCRT teams saw improvements, and customers also confirmed that their issue is gone. Customers needs to do changes to their hard coded Liveagent URL's and the KB article is posted on Trust. End of impact 9:30 UTC.\\\",\\\"sentAt\\\":\\\"2025-03-17T09:58:28.329Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":14,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"9 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"Site switch is now finished, apptier is being restarted and we should see SCRT improvements.\\\",\\\"sentAt\\\":\\\"2025-03-17T09:27:01.181Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":13,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"9 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"Customer side mitigation was not adequate and we decided to proceed with an emergency site switch failover. NA208 is off-peak, customer impact should be minimal. ETA is 30 minutes.\\\",\\\"sentAt\\\":\\\"2025-03-17T09:08:45.461Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":12,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WV8TM5WP5\\\",\\\"sentBy\\\":\\\"Krisztian Zsibrek\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"8 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"We are proceeding with the customer (Schneider) side mitigation, where they refresh their code and flush their CDN one country at a time. This takes longer than anticipated, but we are seeing improving numbers. We are still impacted. Secondary swimlane, Site Switch is in stand by.\\\",\\\"sentAt\\\":\\\"2025-03-17T08:50:52.071Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":11,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"7 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel.\\\\nLater confirmed that Customer Schneider (orgID 00DA0000000abSm)'s has a broken implementation which is causing a flood of requests post instance refresh to the LAP servers (SP4 IA4 LAPP cluster C1). This is the reason for customers impacting on NA208 as well.\\\",\\\"actions\\\":\\\"Signature support team is in call with customer snyder electric to get their configs updated with correct uris.\\\\nMeanwhile site switching is considered to move other customers to IA5 live agent to mitigate the issue. Awaiting EVP approval for the same\\\"},\\\"sentAt\\\":\\\"2025-03-17T07:46:22.866Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":10,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProg", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:58:28.727832+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "ress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"sentBy\\\":\\\"Priyanka Sharma\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"7 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Snyder electric misconfiguration is impacting other customer in the same super pod.\\\",\\\"actions\\\":\\\"We are trying to reach out to the customer(Snyder electric) to change their configuration but its not feasible to block or change the configuration.So we are trying to get other customers out of impact by having a siteswitch.\\\"},\\\"sentAt\\\":\\\"2025-03-17T07:10:24.160Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":9,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WAS176048\\\",\\\"sentBy\\\":\\\"Tuan Nguyen\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"6 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel.\\\\n\\\\nLater confirmed that Customer Schneider (orgID 00DA0000000abSm)'s has a broken implementation which is causing a flood of requests post instance refresh to the LAP servers (SP4 IA4 LAPP cluster C1). This is the reason for customers impacting on NA208 as well.\\\",\\\"actions\\\":\\\"SL 1: We have paged network teams to engage for a potential block against Schneider org. We need to block these requests to the lapp servers (not Core). The lapp servers sit behind the F5 load balancer, but are not managed via BlackTab\\\\n\\\\nSL2: A support outreach to Schneider to have them fix their hardcoding post instant refresh.\\\"},\\\"sentAt\\\":\\\"2025-03-17T06:27:18.054Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":8,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"WAS176048\\\",\\\"sentBy\\\":\\\"Tuan Nguyen\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"5 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"Omnichat team advises that they're seeing a customer \\\\\\\"Schneider electric\\\\\\\" (pend orgID) is not handling the visitor in their switch server. Customer implementation is creating new cache keys which is potentially causing increase unneeded traffic and errors on the memcache. \\\\n\\\\nCurrent path will look to block or ask customers to update LA services post Instance Refresh.\\\",\\\"needs\\\":\\\"Support will create an outbound case for Schneider electric.\\\"},\\\"sentAt\\\":\\\"2025-03-17T05:55:49.276Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":7,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"5 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"As the next resort of mitigation, lapp hosts are being restarted as there are memcache errors observed. \\\\nMeanwhile customer was asked to enable Enhanced Omni from messaging setting and they did. With enhanced Omni enabled, the chat is working as expected.\\\\nInvestigation and mitigation steps continue to happen however.\\\"},\\\"sentAt\\\":\\\"2025-03-17T05:14:27.661Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":6,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"4 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is still ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\\nThe mitigation steps taken are not fully effective and investigation is resumed for alternative solutions\\\",\\\"actions\\\":\\\"The IDB changes could fix the certificate error but not recover the instance performance unfortunately. Investigation is resumed form there for further solution. Customer side logs are being analysed and also heap\/thread dumps are collected for further investigation. No ETA and no path to green as of now.\\\"},\\\"sentAt\\\":\\\"2025-03-17T04:39:02.111Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":5,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"3 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"https:\/\/gus.lightning.force.com\/lightning\/r\/Case\/500EE00001Ty4M8YAJ\/view \\\\nIDB changes are made with EVP approval as part of mitigation. Solution is being monitored now.\\\"},\\\"sentAt\\\":\\\"2025-03-17T03:54:10.722Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":4,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"3 hours\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel. The certificates on few hosts after instance refresh are not accurate and that is causing the latency.\\\",\\\"actions\\\":\\\"The action plan now is to redirect the customers to the old instance with appropriate certs through instance refresh or correct the certificates on the new hosts. The discussions around this are still happening considering the pros and cons.\\\"},\\\"sentAt\\\":\\\"2025-03-17T03:06:01.346Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":3,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"112 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel.\\\",\\\"actions\\\":\\\"Certificate error on certain instances causing the issue. The mitigation needs IDB changes to fall ", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:58:28.727832+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "back to old instances with right certificates. EBF discussions are going on for the IDB changes\\\"},\\\"sentAt\\\":\\\"2025-03-17T02:17:40.848Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":2,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"60 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"Incident due to OMNI agent performance degradation specifically on one instance na208 is ongoing. Service owners reported the issue through sr slack channel.\\\",\\\"actions\\\":\\\"Omni team is investigating the causes for latency.\\\\nHeap dumps are being collected for the hosts to analyse.\\\\nRyan who actually owns the service is paged to investigate further\\\"},\\\"sentAt\\\":\\\"2025-03-17T01:25:49.250Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":1,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hbh-zkju-hsu\\\",\\\"sentBySlackUserId\\\":\\\"U0329QR7H0W\\\",\\\"sentBy\\\":\\\"Jagruthi Akkaldevi\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T00:26:00.000Z\\\",\\\"duration\\\":\\\"14 minutes\\\",\\\"incidentCommander\\\":\\\"Priyanka Sharma\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U02L4D3SB9A\\\",\\\"subject\\\":\\\"Customers seeing latency on OMNI chat - single pod\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"SR received comms in #SR channel about OMNI agent performance degradation specifically on one instance na208.\\\",\\\"actions\\\":\\\"Investigating the issue and impact radius is under discussion\\\"},\\\"sentAt\\\":\\\"2025-03-17T00:40:19.849Z\\\",\\\"swimlaneUpdates\\\":[]}]},\\\"requestId\\\":\\\"ymy2bm-4j5tp-13vvyo-r8tuf-1742205507522\\\",\\\"client\\\":\\\"icc-ui\\\"}\"}", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:58:28.727832+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742205509532, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-notifier", "msg": "Slack actions consumer received kafka message with key: 13054fa1-b6e2-45d6-8afe-0c7523384b29" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:58:29.532228+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742205509532, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Consumer consumed event with eventType='icc-internal-comms-response' for consumer group='icc-slack-actions'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T09:58:29.532458+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742205509532, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Consumer is returning ProcessedKafkaEvent 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"-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742206883662, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:21:23.662257+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 50, "time": 1742206883662, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-notifier", "err": { "type": "TypeError", "message": "Cannot read properties of undefined (reading 'id')", "stack": "TypeError: Cannot read properties of undefined (reading 'id')\n at KafkaConsumer. (\/app\/build\/kafka\/consumer\/notifier\/NotifierKafkaConsumer.js:34:94)\n at KafkaConsumer.emit (node:events:519:28)\n at readCallback (\/app\/node_modules\/node-rdkafka\/lib\/kafka-consumer.js:448:12)" }, "msg": "[Unhandled Error] potentially crashes the app, please investigate and handle it accordingly" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:21:23.662468+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742206884289, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-notifier", "msg": "Slack actions 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{"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742206957314, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-notifier", "msg": "Received kafka message with key: 8314687c-abb3-4165-bbbf-414b12112a6b" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:22:37.314519+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742206957314, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Consumer consumed event with eventType='icc-ctc-lock-response' for consumer group='icc-notifier'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:22:37.314519+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742206957314, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Consumer is returning ProcessedKafkaEvent 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{\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-ctc-lock-response\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:22:37.314520+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742206957314, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:22:37.314520+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 50, "time": 1742206957314, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-notifier", "err": { "type": "TypeError", "message": "Cannot read properties of undefined (reading 'id')", "stack": "TypeError: Cannot read properties of undefined (reading 'id')\n at KafkaConsumer. (\/app\/build\/kafka\/consumer\/notifier\/NotifierKafkaConsumer.js:34:94)\n at KafkaConsumer.emit (node:events:519:28)\n at readCallback (\/app\/node_modules\/node-rdkafka\/lib\/kafka-consumer.js:448:12)" }, "msg": "[Unhandled Error] potentially crashes the app, please investigate and handle it accordingly" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:22:37.314521+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742207065586, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Producer is producing message with key 'icc-notifier' to topic 'metrics': {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"availability\",\"data\":{\"freeMem\":2874105856,\"uptime\":2026943.91,\"totalMem\":4018151424,\"loadavg\":[0,0.02,0],\"cpus\":[{\"model\":\"Intel(R) Xeon(R) Platinum 8375C CPU @ 2.90GHz\",\"speed\":0,\"times\":{\"user\":30847580,\"nice\":18310,\"sys\":5052820,\"idle\":1984882120,\"irq\":0}},{\"model\":\"Intel(R) Xeon(R) Platinum 8375C CPU @ 2.90GHz\",\"speed\":0,\"times\":{\"user\":30653820,\"nice\":16190,\"sys\":5077560,\"idle\":1984933350,\"irq\":0}}],\"eventLoopStats\":{\"min\":0,\"max\":24,\"num\":6000,\"sum\":59629}}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:24:25.586820+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742207065586, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:24:25.586938+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742207185586, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Producer is producing message with key 'icc-notifier' to topic 'metrics': {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"availability\",\"data\":{\"freeMem\":2878861312,\"uptime\":2027063.91,\"totalMem\":4018151424,\"loadavg\":[0,0.01,0],\"cpus\":[{\"model\":\"Intel(R) Xeon(R) Platinum 8375C CPU @ 2.90GHz\",\"speed\":0,\"times\":{\"user\":30848520,\"nice\":18310,\"sys\":5053120,\"idle\":1985000210,\"irq\":0}},{\"model\":\"Intel(R) Xeon(R) Platinum 8375C CPU @ 2.90GHz\",\"speed\":0,\"times\":{\"user\":30654960,\"nice\":16190,\"sys\":5077820,\"idle\":1985051410,\"irq\":0}}],\"eventLoopStats\":{\"min\":0,\"max\":20,\"num\":5993,\"sum\":59629}}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:26:25.586815+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742207185586, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:26:25.586948+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742207489980, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-notifier", "msg": "Slack actions consumer received kafka message with key: 8314687c-abb3-4165-bbbf-414b12112a6b" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:31:29.980706+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742207489981, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Consumer consumed event with eventType='icc-internal-comms-request' for consumer group='icc-slack-actions'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:31:29.981190+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "{\"level\":20,\"time\":1742207489981,\"pid\":70,\"hostname\":\"dyno-71940328-6b75-41fc-9f75-35c19baa3626\",\"name\":\"icc-common\",\"msg\":\"Kafka Consumer is returning ProcessedKafkaEvent {\\\"createdAt\\\":\\\"2025-03-17T10:31:29.821Z\\\",\\\"user\\\":{\\\"id\\\":\\\"5aed21f9-3f31-4016-a7f0-600fa6ebea8d\\\",\\\"email\\\":\\\"pavithra.kuppusami@salesforce.com\\\",\\\"active\\\":true,\\\"name\\\":\\\"Pavithra Kuppusami\\\",\\\"firstName\\\":\\\"Pavithra\\\",\\\"lastName\\\":\\\"Kuppusami\\\",\\\"profile\\\":\\\"icc standard user\\\",\\\"gusUserId\\\":\\\"005B0000006phyJIAQ\\\",\\\"slackUserId\\\":\\\"U01G5MUL669\\\",\\\"createdBy\\\":\\\"pavithra.kuppusami@salesforce.com\\\",\\\"modifiedBy\\\":\\\"pavithra.kuppusami@salesforce.com\\\",\\\"createdAt\\\":\\\"2022-04-28T15:47:19.245Z\\\",\\\"modifiedAt\\\":\\\"2022-04-28T15:47:19.245Z\\\"},\\\"incident\\\":{\\\"id\\\":\\\"8314687c-abb3-4165-bbbf-414b12112a6b\\\",\\\"slackChannel\\\":{\\\"id\\\":\\\"C08JMPZNEGY\\\",\\\"name\\\":\\\"icc-73104263\\\"},\\\"subject\\\":\\\"APT Degradation on USA662s, core2, aws-prod5-uswest2\\\",\\\"description\\\":\\\"Sherlock detected an APT Incident for Cell: usa662s, FI: AWS-PROD5-USWEST2. \\\\nAnomalies detected in the timeframe 2025-03-17 08:01:00.000 - 2025-03-17 08:03:00.000.\\\\n\\\\nCase created using .case by @Pavithra Kuppusami in #cp-sre-alerts for usa662s\\\",\\\"detectedTime\\\":\\\"2025-03-17T08:06:00.000Z\\\",\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"Resolved\\\",\\\"origin\\\":\\\"Alert\\\",\\\"originReference\\\":\\\"https:\/\/salesforce.pagerduty.com\/incidents\/Q15U2Z6PMK3QFM\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactStartTime\\\":\\\"2025-03-17T07:53:00.000Z\\\",\\\"impactEndTime\\\":\\\"2025-03-17T09:08:00.000Z\\\",\\\"bridge\\\":{\\\"url\\\":\\\"https:\/\/meet.google.com\/hfi-qyjv-nzz\\\",\\\"additionalJoiningInfo\\\":\\\"Join By Phone:\\\\nUS number: tel:+1-224-324-4544, pin: 110097939; \\\\nFind numbers in more regions on https:\/\/tel.meet\/hfi-qyjv-nzz?pin=1325516168543, pin: 1325516168543\\\\n\\\"},\\\"roles\\\":[{\\\"createdAt\\\":\\\"2025-03-17T08:12:44.236Z\\\",\\\"modifiedAt\\\":\\\"2025-03-17T08:12:44.236Z\\\",\\\"createdBy\\\":{\\\"id\\\":\\\"02badda0-dae7-4498-93ec-ab6193b2d8a1\\\",\\\"email\\\":\\\"sitereliability@salesforce.com\\\",\\\"active\\\":true,\\\"name\\\":\\\"SiteReliability\\\",\\\"firstName\\\":null,\\\"lastName\\\":null,\\\"profile\\\":\\\"icc standard user\\\",\\\"gusUserId\\\":\\\"00590000000DrNxAAK\\\",\\\"slackUserId\\\":null,\\\"createdBy\\\":\\\"jgoble@salesforce.com\\\",\\\"modifiedBy\\\":\\\"jgoble@salesforce.com\\\",\\\"createdAt\\\":\\\"2022-11-14T22:00:55.527Z\\\",\\\"modifiedAt\\\":\\\"2022-11-14T22:00:55.527Z\\\"},\\\"modifiedBy\\\":{\\\"id\\\":\\\"02badda0-dae7-4498-93ec-ab6193b2d8a1\\\",\\\"email\\\":\\\"sitereliability@salesforce.com\\\",\\\"active\\\":true,\\\"name\\\":\\\"SiteReliability\\\",\\\"firstName\\\":null,\\\"lastName\\\":null,\\\"profile\\\":\\\"icc standard user\\\",\\\"gusUserId\\\":\\\"00590000000DrNxAAK\\\",\\\"slackUserId\\\":null,\\\"createdBy\\\":\\\"jgoble@salesforce.com\\\",\\\"modifiedBy\\\":\\\"jgoble@salesforce.com\\\",\\\"createdAt\\\":\\\"2022-11-14T22:00:55.527Z\\\",\\\"modifiedAt\\\":\\\"2022-11-14T22:00:55.527Z\\\"},\\\"id\\\":\\\"9612e4ea-7f9f-4836-957a-9d07056c2237\\\",\\\"name\\\":\\\"IncidentCommander\\\",\\\"displayName\\\":\\\"Incident Commander\\\",\\\"user\\\":{\\\"id\\\":\\\"5aed21f9-3f31-4016-a7f0-600fa6ebea8d\\\",\\\"email\\\":\\\"pavithra.kuppusami@salesforce.com\\\",\\\"active\\\":true,\\\"name\\\":\\\"Pavithra Kuppusami\\\",\\\"firstName\\\":\\\"Pavithra\\\",\\\"lastName\\\":\\\"Kuppusami\\\",\\\"profile\\\":\\\"icc standard user\\\",\\\"gusUserId\\\":\\\"005B0000006phyJIAQ\\\",\\\"slackUserId\\\":\\\"U01G5MUL669\\\",\\\"createdBy\\\":\\\"pavithra.kuppusami@salesforce.com\\\",\\\"modifiedBy\\\":\\\"pavithra.kuppusami@salesforce.com\\\",\\\"createdAt\\\":\\\"2022-04-28T15:47:19.245Z\\\",\\\"modifiedAt\\\":\\\"2022-04-28T15:47:19.245Z\\\"},\\\"externalGusId\\\":null}],\\\"category\\\":\\\"Application\\\",\\\"rootCause\\\":\\\"Change\\\",\\\"createdAt\\\":\\\"2025-03-17T08:12:44.236Z\\\",\\\"scrumTeamId\\\":\\\"a0090000000vv4hAAA\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"caseNumber\\\":\\\"73104263\\\",\\\"caseRecordId\\\":\\\"500EE00001TyZ1rYAF\\\",\\\"servicesImpacted\\\":[\\\"Core Live on Falcon\\\"],\\\"quipDocLink\\\":\\\"https:\/\/salesforce.quip.com\/m6mBA2aDHeqm\\\",\\\"engagedAt\\\":\\\"2025-03-17T08:12:58.310Z\\\",\\\"lastAttemptedForceExport\\\":\\\"\\\",\\\"lastExportStatus\\\":\\\"success\\\",\\\"gusExportTimestamp\\\":\\\"2025-03-17T10:22:40.078Z\\\"},\\\"eventObj\\\":{\\\"internalComms\\\":{\\\"sequenceNumber\\\":4,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"Resolved\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hfi-qyjv-nzz\\\",\\\"sentBySlackUserId\\\":\\\"U01G5MUL669\\\",\\\"sentBy\\\":\\\"Pavithra Kuppusami\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"2025-03-17T09:08:00.000Z\\\",\\\"impactStartTime\\\":\\\"2025-03-17T07:53:00.000Z\\\",\\\"duration\\\":\\\"75 minutes\\\",\\\"incidentCommander\\\":\\\"Pavithra Kuppusami\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U01G5MUL669\\\",\\\"subject\\\":\\\"APT Degradation on USA662s, core2, aws-prod5-uswest2\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"The issue auto-resolved. Instance was out of impact 09:08 UTC.\\\\nImpact was due a known issue on the lightening web UI change that exists in releases > 254.10.3.\\\\nUSA662s is currently on release version 254.10.6.\\\\n\\\\nThe issue is caused due to the row lock waits, as summarized in this doc: https:\/\/salesforce.quip.com\/6K8OAF1BtvBX, first showed impact on Product Versions > 254.10.3 as noted in PRB-0027052's summary. \\\\nWe will be creating a new PRB as a part of this incident to follow up on RCA and release-fixes for USA662s.\\\\n\\\\nTrust post has been resolved.\\\\nCustomer case: 0\\\\nSocial mention: 0\\\",\\\"sentAt\\\":\\\"2025-03-17T10:31:29.283Z\\\",\\\"swimlaneUpdates\\\":[],\\\"slackChannelIds\\\":[\\\"C05U9CBHX8D\\\",\\\"C05T2A3C319\\\"],\\\"emailAddresses\\\":[\\\"gsm@salesforce.com\\\",\\\"sitereliability@salesforce.com\\\",\\\"techcustomerescalation@salesforce.com\\\"]},\\\"internalCommsId\\\":\\\"992c5c53-d46d-4933-a50c-1c4f992422c9\\\",\\\"allInternalCommsReport\\\":[{\\\"sequenceNumber\\\":4,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"Resolved\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hfi-qyjv-nzz\\\",\\\"sentBySlackUserId\\\":\\\"U01G5MUL669\\\",\\\"sentBy\\\":\\\"Pavithra Kuppusami\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"2025-03-17T09:08:00.000Z\\\",\\\"impactStartTime\\\":\\\"2025-03-17T07:53:00.000Z\\\",\\\"duration\\\":\\\"75 minutes\\\",\\\"incidentCommander\\\":\\\"Pavithra Kuppusami\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U01G5MUL669\\\",\\\"subject\\\":\\\"APT Degradation on USA662s, core2, aws-prod5-uswest2\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"The issue auto-resolved. Instance was out of impact 09:08 UTC.\\\\nImpact was due a known issue on the lightening web UI change that exists in releases > 254.10.3.\\\\nUSA662s is currently on release version 254.10.6.\\\\n\\\\nThe issue is caused due to the row lock waits, as summarized in this doc: https:\/\/salesforce.quip.com\/6K8OAF1BtvBX, first showed impact on Product Versions > 254.10.3 as noted in PRB-0027052's summary. \\\\nWe will be creating a new PRB as a part of this incident to follow up on RCA and release-fixes for USA662s.\\\\n\\\\nTrust post has been resolved.\\\\nCustomer case: 0\\\\nSocial mention: 0\\\",\\\"sentAt\\\":\\\"2025-03-17T10:31:29.283Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":3,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hfi-qyjv-nzz\\\",\\\"sentBySlackUserId\\\":\\\"U01G5MUL669\\\",\\\"sentBy\\\":\\\"Pavithra Kuppusami\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T07:53:00.000Z\\\",\\\"duration\\\":\\\"63 minutes\\\",\\\"incidentCommander\\\":\\\"Pavithra Kuppusami\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U01G5MUL669\\\",\\\"subject\\\":\\\"APT Degradation on USA662s, core2, aws-prod5-uswest2\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"Along with CP SRE team, CDSE, CAPE, CSP and CIC teams are on the bridge to investigate this.\\\\nWe are looking into confirming on the APEX_QUEUEABLE job, that coincides with the impact time and is still running for longer with DB contentions, wait-sql-lock, which is seen increasing the APT.\\\\nImpact is still in progress.\\\\nWe have paged Core DB perf team to get more insights on this as they had seen similar issue on usa244s last week.\\\",\\\"sentAt\\\":\\\"2025-03-17T08:56:13.872Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":2,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hfi-qyjv-nzz\\\",\\\"sentBySlackUserId\\\":\\\"U01G5MUL669\\\",\\\"sentBy\\\":\\\"Pavithra Kuppusami\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T07:53:00.000Z\\\",\\\"duration\\\":\\\"47 minutes\\\",\\\"incidentCommander\\\":\\\"Pavithra Kuppusami\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U01G5MUL669\\\",\\\"subject\\\":\\\"APT Degradation on USA662s, core2, aws-prod5-uswest2\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"APT degradation impact start time: 07:04 UTC\\\\nCDSE and CAPE teams were paged to further investigate.\\\\nCDSE noticed that COPY_CHUNK_IMPORT MQ thread job that was recently scheduled to run on a regular basis, on sandboxes, CSP has auto-throttled the job, but since there are no improvements, we are looking into checking on whether the throttle number needs to be manually altered.\\\\nWe are also seeing another job APEX_QUEUEABLE that is potentially contributing to this impact.\\\",\\\"actions\\\":\\\"Current CSP auto-throttle is not helping the instance come out of impact, so we are looking into converting it into manual throttling.\\\"},\\\"sentAt\\\":\\\"2025-03-17T08:40:14.068Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":1,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hfi-qyjv-nzz\\\",\\\"sentBySlackUserId\\\":\\\"U01G5MUL669\\\",\\\"sentBy\\\":\\\"Pavithra Kuppusami\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T08:12:44.236Z\\\",\\\"duration\\\":\\\"2 minutes\\\",\\\"incidentCommander\\\":\\\"Pavithra Kuppusami\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U01G5MUL669\\\",\\\"subject\\\":\\\"APT Degradation on USA662s, core2, aw", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:31:29.981320+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "s-prod5-uswest2\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"CP SRE team received an alert for high APT on USA662s, core2.\\\\nIts a multi-org impact, initial investigation in progress\\\",\\\"sentAt\\\":\\\"2025-03-17T08:14:55.333Z\\\",\\\"swimlaneUpdates\\\":[]}]},\\\"requestId\\\":\\\"ada6f680-9f79-8c7c-bbb4-f600bf8f61ff\\\",\\\"client\\\":\\\"icc-slack-app\\\"}\"}", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:31:29.981320+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742207489981, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "[Metrics.publishMetric] - Publishing metric {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-internal-comms-request\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:31:29.981321+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742207489981, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Producer is producing message with key 'icc-notifier' to topic 'metrics': {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-internal-comms-request\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:31:29.981358+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742207489981, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:31:29.981477+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742207489981, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-notifier", "msg": "Received kafka message with key: 8314687c-abb3-4165-bbbf-414b12112a6b" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:31:29.981543+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742207489981, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Consumer consumed event with eventType='icc-internal-comms-request' for consumer group='icc-notifier'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:31:29.982343+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "{\"level\":20,\"time\":1742207489981,\"pid\":70,\"hostname\":\"dyno-71940328-6b75-41fc-9f75-35c19baa3626\",\"name\":\"icc-common\",\"msg\":\"Kafka Consumer is returning ProcessedKafkaEvent {\\\"createdAt\\\":\\\"2025-03-17T10:31:29.821Z\\\",\\\"user\\\":{\\\"id\\\":\\\"5aed21f9-3f31-4016-a7f0-600fa6ebea8d\\\",\\\"email\\\":\\\"pavithra.kuppusami@salesforce.com\\\",\\\"active\\\":true,\\\"name\\\":\\\"Pavithra Kuppusami\\\",\\\"firstName\\\":\\\"Pavithra\\\",\\\"lastName\\\":\\\"Kuppusami\\\",\\\"profile\\\":\\\"icc standard user\\\",\\\"gusUserId\\\":\\\"005B0000006phyJIAQ\\\",\\\"slackUserId\\\":\\\"U01G5MUL669\\\",\\\"createdBy\\\":\\\"pavithra.kuppusami@salesforce.com\\\",\\\"modifiedBy\\\":\\\"pavithra.kuppusami@salesforce.com\\\",\\\"createdAt\\\":\\\"2022-04-28T15:47:19.245Z\\\",\\\"modifiedAt\\\":\\\"2022-04-28T15:47:19.245Z\\\"},\\\"incident\\\":{\\\"id\\\":\\\"8314687c-abb3-4165-bbbf-414b12112a6b\\\",\\\"slackChannel\\\":{\\\"id\\\":\\\"C08JMPZNEGY\\\",\\\"name\\\":\\\"icc-73104263\\\"},\\\"subject\\\":\\\"APT Degradation on USA662s, core2, aws-prod5-uswest2\\\",\\\"description\\\":\\\"Sherlock detected an APT Incident for Cell: usa662s, FI: AWS-PROD5-USWEST2. \\\\nAnomalies detected in the timeframe 2025-03-17 08:01:00.000 - 2025-03-17 08:03:00.000.\\\\n\\\\nCase created using .case by @Pavithra Kuppusami in #cp-sre-alerts for usa662s\\\",\\\"detectedTime\\\":\\\"2025-03-17T08:06:00.000Z\\\",\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"Resolved\\\",\\\"origin\\\":\\\"Alert\\\",\\\"originReference\\\":\\\"https:\/\/salesforce.pagerduty.com\/incidents\/Q15U2Z6PMK3QFM\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactStartTime\\\":\\\"2025-03-17T07:53:00.000Z\\\",\\\"impactEndTime\\\":\\\"2025-03-17T09:08:00.000Z\\\",\\\"bridge\\\":{\\\"url\\\":\\\"https:\/\/meet.google.com\/hfi-qyjv-nzz\\\",\\\"additionalJoiningInfo\\\":\\\"Join By Phone:\\\\nUS number: tel:+1-224-324-4544, pin: 110097939; \\\\nFind numbers in more regions on https:\/\/tel.meet\/hfi-qyjv-nzz?pin=1325516168543, pin: 1325516168543\\\\n\\\"},\\\"roles\\\":[{\\\"createdAt\\\":\\\"2025-03-17T08:12:44.236Z\\\",\\\"modifiedAt\\\":\\\"2025-03-17T08:12:44.236Z\\\",\\\"createdBy\\\":{\\\"id\\\":\\\"02badda0-dae7-4498-93ec-ab6193b2d8a1\\\",\\\"email\\\":\\\"sitereliability@salesforce.com\\\",\\\"active\\\":true,\\\"name\\\":\\\"SiteReliability\\\",\\\"firstName\\\":null,\\\"lastName\\\":null,\\\"profile\\\":\\\"icc standard user\\\",\\\"gusUserId\\\":\\\"00590000000DrNxAAK\\\",\\\"slackUserId\\\":null,\\\"createdBy\\\":\\\"jgoble@salesforce.com\\\",\\\"modifiedBy\\\":\\\"jgoble@salesforce.com\\\",\\\"createdAt\\\":\\\"2022-11-14T22:00:55.527Z\\\",\\\"modifiedAt\\\":\\\"2022-11-14T22:00:55.527Z\\\"},\\\"modifiedBy\\\":{\\\"id\\\":\\\"02badda0-dae7-4498-93ec-ab6193b2d8a1\\\",\\\"email\\\":\\\"sitereliability@salesforce.com\\\",\\\"active\\\":true,\\\"name\\\":\\\"SiteReliability\\\",\\\"firstName\\\":null,\\\"lastName\\\":null,\\\"profile\\\":\\\"icc standard user\\\",\\\"gusUserId\\\":\\\"00590000000DrNxAAK\\\",\\\"slackUserId\\\":null,\\\"createdBy\\\":\\\"jgoble@salesforce.com\\\",\\\"modifiedBy\\\":\\\"jgoble@salesforce.com\\\",\\\"createdAt\\\":\\\"2022-11-14T22:00:55.527Z\\\",\\\"modifiedAt\\\":\\\"2022-11-14T22:00:55.527Z\\\"},\\\"id\\\":\\\"9612e4ea-7f9f-4836-957a-9d07056c2237\\\",\\\"name\\\":\\\"IncidentCommander\\\",\\\"displayName\\\":\\\"Incident Commander\\\",\\\"user\\\":{\\\"id\\\":\\\"5aed21f9-3f31-4016-a7f0-600fa6ebea8d\\\",\\\"email\\\":\\\"pavithra.kuppusami@salesforce.com\\\",\\\"active\\\":true,\\\"name\\\":\\\"Pavithra Kuppusami\\\",\\\"firstName\\\":\\\"Pavithra\\\",\\\"lastName\\\":\\\"Kuppusami\\\",\\\"profile\\\":\\\"icc standard user\\\",\\\"gusUserId\\\":\\\"005B0000006phyJIAQ\\\",\\\"slackUserId\\\":\\\"U01G5MUL669\\\",\\\"createdBy\\\":\\\"pavithra.kuppusami@salesforce.com\\\",\\\"modifiedBy\\\":\\\"pavithra.kuppusami@salesforce.com\\\",\\\"createdAt\\\":\\\"2022-04-28T15:47:19.245Z\\\",\\\"modifiedAt\\\":\\\"2022-04-28T15:47:19.245Z\\\"},\\\"externalGusId\\\":null}],\\\"category\\\":\\\"Application\\\",\\\"rootCause\\\":\\\"Change\\\",\\\"createdAt\\\":\\\"2025-03-17T08:12:44.236Z\\\",\\\"scrumTeamId\\\":\\\"a0090000000vv4hAAA\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"caseNumber\\\":\\\"73104263\\\",\\\"caseRecordId\\\":\\\"500EE00001TyZ1rYAF\\\",\\\"servicesImpacted\\\":[\\\"Core Live on Falcon\\\"],\\\"quipDocLink\\\":\\\"https:\/\/salesforce.quip.com\/m6mBA2aDHeqm\\\",\\\"engagedAt\\\":\\\"2025-03-17T08:12:58.310Z\\\",\\\"lastAttemptedForceExport\\\":\\\"\\\",\\\"lastExportStatus\\\":\\\"success\\\",\\\"gusExportTimestamp\\\":\\\"2025-03-17T10:22:40.078Z\\\"},\\\"eventObj\\\":{\\\"internalComms\\\":{\\\"sequenceNumber\\\":4,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"Resolved\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hfi-qyjv-nzz\\\",\\\"sentBySlackUserId\\\":\\\"U01G5MUL669\\\",\\\"sentBy\\\":\\\"Pavithra Kuppusami\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"2025-03-17T09:08:00.000Z\\\",\\\"impactStartTime\\\":\\\"2025-03-17T07:53:00.000Z\\\",\\\"duration\\\":\\\"75 minutes\\\",\\\"incidentCommander\\\":\\\"Pavithra Kuppusami\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U01G5MUL669\\\",\\\"subject\\\":\\\"APT Degradation on USA662s, core2, aws-prod5-uswest2\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"The issue auto-resolved. Instance was out of impact 09:08 UTC.\\\\nImpact was due a known issue on the lightening web UI change that exists in releases > 254.10.3.\\\\nUSA662s is currently on release version 254.10.6.\\\\n\\\\nThe issue is caused due to the row lock waits, as summarized in this doc: https:\/\/salesforce.quip.com\/6K8OAF1BtvBX, first showed impact on Product Versions > 254.10.3 as noted in PRB-0027052's summary. \\\\nWe will be creating a new PRB as a part of this incident to follow up on RCA and release-fixes for USA662s.\\\\n\\\\nTrust post has been resolved.\\\\nCustomer case: 0\\\\nSocial mention: 0\\\",\\\"sentAt\\\":\\\"2025-03-17T10:31:29.283Z\\\",\\\"swimlaneUpdates\\\":[],\\\"slackChannelIds\\\":[\\\"C05U9CBHX8D\\\",\\\"C05T2A3C319\\\"],\\\"emailAddresses\\\":[\\\"gsm@salesforce.com\\\",\\\"sitereliability@salesforce.com\\\",\\\"techcustomerescalation@salesforce.com\\\"]},\\\"internalCommsId\\\":\\\"992c5c53-d46d-4933-a50c-1c4f992422c9\\\",\\\"allInternalCommsReport\\\":[{\\\"sequenceNumber\\\":4,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"Resolved\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hfi-qyjv-nzz\\\",\\\"sentBySlackUserId\\\":\\\"U01G5MUL669\\\",\\\"sentBy\\\":\\\"Pavithra Kuppusami\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"2025-03-17T09:08:00.000Z\\\",\\\"impactStartTime\\\":\\\"2025-03-17T07:53:00.000Z\\\",\\\"duration\\\":\\\"75 minutes\\\",\\\"incidentCommander\\\":\\\"Pavithra Kuppusami\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U01G5MUL669\\\",\\\"subject\\\":\\\"APT Degradation on USA662s, core2, aws-prod5-uswest2\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"The issue auto-resolved. Instance was out of impact 09:08 UTC.\\\\nImpact was due a known issue on the lightening web UI change that exists in releases > 254.10.3.\\\\nUSA662s is currently on release version 254.10.6.\\\\n\\\\nThe issue is caused due to the row lock waits, as summarized in this doc: https:\/\/salesforce.quip.com\/6K8OAF1BtvBX, first showed impact on Product Versions > 254.10.3 as noted in PRB-0027052's summary. \\\\nWe will be creating a new PRB as a part of this incident to follow up on RCA and release-fixes for USA662s.\\\\n\\\\nTrust post has been resolved.\\\\nCustomer case: 0\\\\nSocial mention: 0\\\",\\\"sentAt\\\":\\\"2025-03-17T10:31:29.283Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":3,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hfi-qyjv-nzz\\\",\\\"sentBySlackUserId\\\":\\\"U01G5MUL669\\\",\\\"sentBy\\\":\\\"Pavithra Kuppusami\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T07:53:00.000Z\\\",\\\"duration\\\":\\\"63 minutes\\\",\\\"incidentCommander\\\":\\\"Pavithra Kuppusami\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U01G5MUL669\\\",\\\"subject\\\":\\\"APT Degradation on USA662s, core2, aws-prod5-uswest2\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"Along with CP SRE team, CDSE, CAPE, CSP and CIC teams are on the bridge to investigate this.\\\\nWe are looking into confirming on the APEX_QUEUEABLE job, that coincides with the impact time and is still running for longer with DB contentions, wait-sql-lock, which is seen increasing the APT.\\\\nImpact is still in progress.\\\\nWe have paged Core DB perf team to get more insights on this as they had seen similar issue on usa244s last week.\\\",\\\"sentAt\\\":\\\"2025-03-17T08:56:13.872Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":2,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hfi-qyjv-nzz\\\",\\\"sentBySlackUserId\\\":\\\"U01G5MUL669\\\",\\\"sentBy\\\":\\\"Pavithra Kuppusami\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T07:53:00.000Z\\\",\\\"duration\\\":\\\"47 minutes\\\",\\\"incidentCommander\\\":\\\"Pavithra Kuppusami\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U01G5MUL669\\\",\\\"subject\\\":\\\"APT Degradation on USA662s, core2, aws-prod5-uswest2\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"APT degradation impact start time: 07:04 UTC\\\\nCDSE and CAPE teams were paged to further investigate.\\\\nCDSE noticed that COPY_CHUNK_IMPORT MQ thread job that was recently scheduled to run on a regular basis, on sandboxes, CSP has auto-throttled the job, but since there are no improvements, we are looking into checking on whether the throttle number needs to be manually altered.\\\\nWe are also seeing another job APEX_QUEUEABLE that is potentially contributing to this impact.\\\",\\\"actions\\\":\\\"Current CSP auto-throttle is not helping the instance come out of impact, so we are looking into converting it into manual throttling.\\\"},\\\"sentAt\\\":\\\"2025-03-17T08:40:14.068Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":1,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hfi-qyjv-nzz\\\",\\\"sentBySlackUserId\\\":\\\"U01G5MUL669\\\",\\\"sentBy\\\":\\\"Pavithra Kuppusami\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T08:12:44.236Z\\\",\\\"duration\\\":\\\"2 minutes\\\",\\\"incidentCommander\\\":\\\"Pavithra Kuppusami\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U01G5MUL669\\\",\\\"subject\\\":\\\"APT Degradation on USA662s, core2, aw", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:31:29.982351+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "s-prod5-uswest2\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"CP SRE team received an alert for high APT on USA662s, core2.\\\\nIts a multi-org impact, initial investigation in progress\\\",\\\"sentAt\\\":\\\"2025-03-17T08:14:55.333Z\\\",\\\"swimlaneUpdates\\\":[]}]},\\\"requestId\\\":\\\"ada6f680-9f79-8c7c-bbb4-f600bf8f61ff\\\",\\\"client\\\":\\\"icc-slack-app\\\"}\"}", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:31:29.982351+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742207489982, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "[Metrics.publishMetric] - Publishing metric {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-internal-comms-request\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:31:29.982351+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742207489982, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Producer is producing message with key 'icc-notifier' to topic 'metrics': {\"service\":\"icc-notifier\",\"version\":\"1.23.2\",\"metric\":\"kafka_event\",\"data\":{\"type\":\"request\",\"value\":1,\"topicName\":\"incident\",\"producerConsumer\":\"consumer\",\"messageType\":\"icc-internal-comms-request\"}}" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:31:29.982352+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 30, "time": 1742207489982, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-common", "msg": "Kafka Producer successfully sent event with key 'icc-notifier' to Kafka topic 'metrics'" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:31:29.982353+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742207489982, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-notifier", "msg": "Received JSON event: 8314687c-abb3-4165-bbbf-414b12112a6b" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:31:29.982353+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742207489982, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-notifier", "msg": "Schema: icc-internal-comms-request" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:31:29.982354+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": { "level": 20, "time": 1742207489982, "pid": 70, "hostname": "dyno-71940328-6b75-41fc-9f75-35c19baa3626", "name": "icc-notifier", "msg": "Event Handler: undefined" }, "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:31:29.982355+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": "{\"level\":20,\"time\":1742207489982,\"pid\":70,\"hostname\":\"dyno-71940328-6b75-41fc-9f75-35c19baa3626\",\"name\":\"icc-notifier\",\"msg\":\"No notification for icc-internal-comms-request - {\\\"createdAt\\\":\\\"2025-03-17T10:31:29.821Z\\\",\\\"user\\\":{\\\"id\\\":\\\"5aed21f9-3f31-4016-a7f0-600fa6ebea8d\\\",\\\"email\\\":\\\"pavithra.kuppusami@salesforce.com\\\",\\\"active\\\":true,\\\"name\\\":\\\"Pavithra Kuppusami\\\",\\\"firstName\\\":\\\"Pavithra\\\",\\\"lastName\\\":\\\"Kuppusami\\\",\\\"profile\\\":\\\"icc standard user\\\",\\\"gusUserId\\\":\\\"005B0000006phyJIAQ\\\",\\\"slackUserId\\\":\\\"U01G5MUL669\\\",\\\"createdBy\\\":\\\"pavithra.kuppusami@salesforce.com\\\",\\\"modifiedBy\\\":\\\"pavithra.kuppusami@salesforce.com\\\",\\\"createdAt\\\":\\\"2022-04-28T15:47:19.245Z\\\",\\\"modifiedAt\\\":\\\"2022-04-28T15:47:19.245Z\\\"},\\\"incident\\\":{\\\"id\\\":\\\"8314687c-abb3-4165-bbbf-414b12112a6b\\\",\\\"slackChannel\\\":{\\\"id\\\":\\\"C08JMPZNEGY\\\",\\\"name\\\":\\\"icc-73104263\\\"},\\\"subject\\\":\\\"APT Degradation on USA662s, core2, aws-prod5-uswest2\\\",\\\"description\\\":\\\"Sherlock detected an APT Incident for Cell: usa662s, FI: AWS-PROD5-USWEST2. \\\\nAnomalies detected in the timeframe 2025-03-17 08:01:00.000 - 2025-03-17 08:03:00.000.\\\\n\\\\nCase created using .case by @Pavithra Kuppusami in #cp-sre-alerts for usa662s\\\",\\\"detectedTime\\\":\\\"2025-03-17T08:06:00.000Z\\\",\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"Resolved\\\",\\\"origin\\\":\\\"Alert\\\",\\\"originReference\\\":\\\"https:\/\/salesforce.pagerduty.com\/incidents\/Q15U2Z6PMK3QFM\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactStartTime\\\":\\\"2025-03-17T07:53:00.000Z\\\",\\\"impactEndTime\\\":\\\"2025-03-17T09:08:00.000Z\\\",\\\"bridge\\\":{\\\"url\\\":\\\"https:\/\/meet.google.com\/hfi-qyjv-nzz\\\",\\\"additionalJoiningInfo\\\":\\\"Join By Phone:\\\\nUS number: tel:+1-224-324-4544, pin: 110097939; \\\\nFind numbers in more regions on https:\/\/tel.meet\/hfi-qyjv-nzz?pin=1325516168543, pin: 1325516168543\\\\n\\\"},\\\"roles\\\":[{\\\"createdAt\\\":\\\"2025-03-17T08:12:44.236Z\\\",\\\"modifiedAt\\\":\\\"2025-03-17T08:12:44.236Z\\\",\\\"createdBy\\\":{\\\"id\\\":\\\"02badda0-dae7-4498-93ec-ab6193b2d8a1\\\",\\\"email\\\":\\\"sitereliability@salesforce.com\\\",\\\"active\\\":true,\\\"name\\\":\\\"SiteReliability\\\",\\\"firstName\\\":null,\\\"lastName\\\":null,\\\"profile\\\":\\\"icc standard user\\\",\\\"gusUserId\\\":\\\"00590000000DrNxAAK\\\",\\\"slackUserId\\\":null,\\\"createdBy\\\":\\\"jgoble@salesforce.com\\\",\\\"modifiedBy\\\":\\\"jgoble@salesforce.com\\\",\\\"createdAt\\\":\\\"2022-11-14T22:00:55.527Z\\\",\\\"modifiedAt\\\":\\\"2022-11-14T22:00:55.527Z\\\"},\\\"modifiedBy\\\":{\\\"id\\\":\\\"02badda0-dae7-4498-93ec-ab6193b2d8a1\\\",\\\"email\\\":\\\"sitereliability@salesforce.com\\\",\\\"active\\\":true,\\\"name\\\":\\\"SiteReliability\\\",\\\"firstName\\\":null,\\\"lastName\\\":null,\\\"profile\\\":\\\"icc standard user\\\",\\\"gusUserId\\\":\\\"00590000000DrNxAAK\\\",\\\"slackUserId\\\":null,\\\"createdBy\\\":\\\"jgoble@salesforce.com\\\",\\\"modifiedBy\\\":\\\"jgoble@salesforce.com\\\",\\\"createdAt\\\":\\\"2022-11-14T22:00:55.527Z\\\",\\\"modifiedAt\\\":\\\"2022-11-14T22:00:55.527Z\\\"},\\\"id\\\":\\\"9612e4ea-7f9f-4836-957a-9d07056c2237\\\",\\\"name\\\":\\\"IncidentCommander\\\",\\\"displayName\\\":\\\"Incident Commander\\\",\\\"user\\\":{\\\"id\\\":\\\"5aed21f9-3f31-4016-a7f0-600fa6ebea8d\\\",\\\"email\\\":\\\"pavithra.kuppusami@salesforce.com\\\",\\\"active\\\":true,\\\"name\\\":\\\"Pavithra Kuppusami\\\",\\\"firstName\\\":\\\"Pavithra\\\",\\\"lastName\\\":\\\"Kuppusami\\\",\\\"profile\\\":\\\"icc standard user\\\",\\\"gusUserId\\\":\\\"005B0000006phyJIAQ\\\",\\\"slackUserId\\\":\\\"U01G5MUL669\\\",\\\"createdBy\\\":\\\"pavithra.kuppusami@salesforce.com\\\",\\\"modifiedBy\\\":\\\"pavithra.kuppusami@salesforce.com\\\",\\\"createdAt\\\":\\\"2022-04-28T15:47:19.245Z\\\",\\\"modifiedAt\\\":\\\"2022-04-28T15:47:19.245Z\\\"},\\\"externalGusId\\\":null}],\\\"category\\\":\\\"Application\\\",\\\"rootCause\\\":\\\"Change\\\",\\\"createdAt\\\":\\\"2025-03-17T08:12:44.236Z\\\",\\\"scrumTeamId\\\":\\\"a0090000000vv4hAAA\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"caseNumber\\\":\\\"73104263\\\",\\\"caseRecordId\\\":\\\"500EE00001TyZ1rYAF\\\",\\\"servicesImpacted\\\":[\\\"Core Live on Falcon\\\"],\\\"quipDocLink\\\":\\\"https:\/\/salesforce.quip.com\/m6mBA2aDHeqm\\\",\\\"engagedAt\\\":\\\"2025-03-17T08:12:58.310Z\\\",\\\"lastAttemptedForceExport\\\":\\\"\\\",\\\"lastExportStatus\\\":\\\"success\\\",\\\"gusExportTimestamp\\\":\\\"2025-03-17T10:22:40.078Z\\\"},\\\"eventObj\\\":{\\\"internalComms\\\":{\\\"sequenceNumber\\\":4,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"Resolved\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hfi-qyjv-nzz\\\",\\\"sentBySlackUserId\\\":\\\"U01G5MUL669\\\",\\\"sentBy\\\":\\\"Pavithra Kuppusami\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"2025-03-17T09:08:00.000Z\\\",\\\"impactStartTime\\\":\\\"2025-03-17T07:53:00.000Z\\\",\\\"duration\\\":\\\"75 minutes\\\",\\\"incidentCommander\\\":\\\"Pavithra Kuppusami\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U01G5MUL669\\\",\\\"subject\\\":\\\"APT Degradation on USA662s, core2, aws-prod5-uswest2\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"The issue auto-resolved. Instance was out of impact 09:08 UTC.\\\\nImpact was due a known issue on the lightening web UI change that exists in releases > 254.10.3.\\\\nUSA662s is currently on release version 254.10.6.\\\\n\\\\nThe issue is caused due to the row lock waits, as summarized in this doc: https:\/\/salesforce.quip.com\/6K8OAF1BtvBX, first showed impact on Product Versions > 254.10.3 as noted in PRB-0027052's summary. \\\\nWe will be creating a new PRB as a part of this incident to follow up on RCA and release-fixes for USA662s.\\\\n\\\\nTrust post has been resolved.\\\\nCustomer case: 0\\\\nSocial mention: 0\\\",\\\"sentAt\\\":\\\"2025-03-17T10:31:29.283Z\\\",\\\"swimlaneUpdates\\\":[],\\\"slackChannelIds\\\":[\\\"C05U9CBHX8D\\\",\\\"C05T2A3C319\\\"],\\\"emailAddresses\\\":[\\\"gsm@salesforce.com\\\",\\\"sitereliability@salesforce.com\\\",\\\"techcustomerescalation@salesforce.com\\\"]},\\\"internalCommsId\\\":\\\"992c5c53-d46d-4933-a50c-1c4f992422c9\\\",\\\"allInternalCommsReport\\\":[{\\\"sequenceNumber\\\":4,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"Resolved\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hfi-qyjv-nzz\\\",\\\"sentBySlackUserId\\\":\\\"U01G5MUL669\\\",\\\"sentBy\\\":\\\"Pavithra Kuppusami\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"2025-03-17T09:08:00.000Z\\\",\\\"impactStartTime\\\":\\\"2025-03-17T07:53:00.000Z\\\",\\\"duration\\\":\\\"75 minutes\\\",\\\"incidentCommander\\\":\\\"Pavithra Kuppusami\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U01G5MUL669\\\",\\\"subject\\\":\\\"APT Degradation on USA662s, core2, aws-prod5-uswest2\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"The issue auto-resolved. Instance was out of impact 09:08 UTC.\\\\nImpact was due a known issue on the lightening web UI change that exists in releases > 254.10.3.\\\\nUSA662s is currently on release version 254.10.6.\\\\n\\\\nThe issue is caused due to the row lock waits, as summarized in this doc: https:\/\/salesforce.quip.com\/6K8OAF1BtvBX, first showed impact on Product Versions > 254.10.3 as noted in PRB-0027052's summary. \\\\nWe will be creating a new PRB as a part of this incident to follow up on RCA and release-fixes for USA662s.\\\\n\\\\nTrust post has been resolved.\\\\nCustomer case: 0\\\\nSocial mention: 0\\\",\\\"sentAt\\\":\\\"2025-03-17T10:31:29.283Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":3,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hfi-qyjv-nzz\\\",\\\"sentBySlackUserId\\\":\\\"U01G5MUL669\\\",\\\"sentBy\\\":\\\"Pavithra Kuppusami\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T07:53:00.000Z\\\",\\\"duration\\\":\\\"63 minutes\\\",\\\"incidentCommander\\\":\\\"Pavithra Kuppusami\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U01G5MUL669\\\",\\\"subject\\\":\\\"APT Degradation on USA662s, core2, aws-prod5-uswest2\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"Along with CP SRE team, CDSE, CAPE, CSP and CIC teams are on the bridge to investigate this.\\\\nWe are looking into confirming on the APEX_QUEUEABLE job, that coincides with the impact time and is still running for longer with DB contentions, wait-sql-lock, which is seen increasing the APT.\\\\nImpact is still in progress.\\\\nWe have paged Core DB perf team to get more insights on this as they had seen similar issue on usa244s last week.\\\",\\\"sentAt\\\":\\\"2025-03-17T08:56:13.872Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":2,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hfi-qyjv-nzz\\\",\\\"sentBySlackUserId\\\":\\\"U01G5MUL669\\\",\\\"sentBy\\\":\\\"Pavithra Kuppusami\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T07:53:00.000Z\\\",\\\"duration\\\":\\\"47 minutes\\\",\\\"incidentCommander\\\":\\\"Pavithra Kuppusami\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U01G5MUL669\\\",\\\"subject\\\":\\\"APT Degradation on USA662s, core2, aws-prod5-uswest2\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":{\\\"conditions\\\":\\\"APT degradation impact start time: 07:04 UTC\\\\nCDSE and CAPE teams were paged to further investigate.\\\\nCDSE noticed that COPY_CHUNK_IMPORT MQ thread job that was recently scheduled to run on a regular basis, on sandboxes, CSP has auto-throttled the job, but since there are no improvements, we are looking into checking on whether the throttle number needs to be manually altered.\\\\nWe are also seeing another job APEX_QUEUEABLE that is potentially contributing to this impact.\\\",\\\"actions\\\":\\\"Current CSP auto-throttle is not helping the instance come out of impact, so we are looking into converting it into manual throttling.\\\"},\\\"sentAt\\\":\\\"2025-03-17T08:40:14.068Z\\\",\\\"swimlaneUpdates\\\":[]},{\\\"sequenceNumber\\\":1,\\\"severity\\\":\\\"Sev2\\\",\\\"status\\\":\\\"InProgress\\\",\\\"description\\\":\\\"\\\",\\\"bridgeUrl\\\":\\\"https:\/\/meet.google.com\/hfi-qyjv-nzz\\\",\\\"sentBySlackUserId\\\":\\\"U01G5MUL669\\\",\\\"sentBy\\\":\\\"Pavithra Kuppusami\\\",\\\"cloud\\\":\\\"Customer Centric Reliability Engineering (CCRE) > Capacity and SR\\\",\\\"impact\\\":[\\\"PerformanceDegradation\\\"],\\\"impactEndTime\\\":\\\"\\\",\\\"impactStartTime\\\":\\\"2025-03-17T08:12:44.236Z\\\",\\\"duration\\\":\\\"2 minutes\\\",\\\"incidentCommander\\\":\\\"Pavithra Kuppusami\\\",\\\"incidentCommanderSlackUserId\\\":\\\"U01G5MUL669\\\",\\\"subject\\\":\\\"APT Degradation on USA662s, core2,", "source": "heroku.app", "sourcetype": "-", "hostname": "23e9e8f0-d617-41d4-92c1-a6a658b31c6c", "agent_timestamp": "2025-03-17T10:31:29.982361+00:00", "tags_schema_id": "any6:1", "tags": { "dyno": "app.1", "app": "icc-notifier-production", "space": "icc-production-shield-oregon", "region": "oregon", "severity": "info", "uuid": "cd1b58c7-ffaf-4ef7-a8f4-72c5e2f70810" }, "owner": { "service": "icc", "team": "ICC", "environment": "-", "cloud": "ACE" } }} {"schema_type":"json-schema","schema_id":"event-flatten:2","data":{ "event": " aws-prod5-uswest2\\\",\\\"team\\\":\\\"Site Reliability\\\",\\\"content\\\":\\\"CP SRE team received an alert for high APT 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