Possible queries:
Ticket list view is not loading.
Resolution Path:
- Validate account and agent details.
- Get HAR file and videograb and check for the error and the issue - i.e is the ticket view itself not loading, or is the ticket view opening with tickets not being shown or slowness. Also check if all agents are facing the issues or only certain agents. Make sure local environment issues like browser issue, cache cookies,VPN and other factors are checked and eliminated.
- If there is an error - check with the user if the view was previously accessible and if the visibility was set to only me, agents in groups or all agents and if any changes were made to them. You can also check for the error in Haystack by copying the request-id from the HAR for the GET request and checking in the corresponding POD.
- If the error is not clear or the issue needs further troubleshooting, raise L2 ticket with Occasional agent details.
- If the view is accessible but the tickets are not displayed right or if the view is blank with white boxes, check for the GET request in HAR file and copy the x-request-id and query it in Haystack in the corresponding POD. Raise L2 ticket with Occasional agent details.
- If the view loads slowly, observe the time taken in the HAR file or load the view with occasional agent access. Copy the x-request-id for the GET call and query it in Haystack in the corresponding POD. Check which query is taking the most time by observing the timestamps and raise L2 ticket with details.