Possible Queries:


1. I am unable to open any ticket and I am receiving the "Something went wrong" error message. Can you help me fix this?

2. I am unable to send a reply to a ticket and I am receiving the "Something went wrong" error message. How to fix this?




Resolution Path:


If a customer reports they are unable to view a ticket or if they are not able to respond to a ticket, you can follow the below troubleshooting steps:


  • Suggest the customer check once in incognito mode or a different browser and check if that helps.
  • Confirm with the customer if the issue is specific to an agent or for all agents. 
  • If the issue persists, we can suggest the customer fetch the HAR file when performing the action to narrow down the logs. You can share this link with the customer that includes the steps involved in fetching the HAR file.
  • Once you get the HAR file, open it using any online HAR viewer tool (Example: https://toolbox.googleapps.com/apps/har_analyzer/) and look for any error events.
  • Once you get the error event, expand it to get the X-Request ID.
  • Copy it and navigate to the POD-specific Haystack application and search using the X-Request ID for the specified time frame.
  • Look for recent tickets and if it requires a script execution or Dev assistance, raise an L2 ticket by adding the details you have observed for further investigation.