How to Try and Replicate the Issues Reported on the ALERT UI

Reference Ticket: https://goconvey.zendesk.com/agent/tickets/21824

Troubleshooting steps

Step 1:
Login to Alert UI – Login | Alert.

Step 2:
After identifying the exact client name from the ticket, go to the SYSTEM ADMINISTRATION option at the top right corner.

Step 3:
Select User Impersonation under Manage Client Accounts

Step 4:
Use one of the following options under System Administration - User Impersonation:

• System users by client: Search by Client Name or Client ID.
• All system users: Search for the user who reported the issue or any active user with SITE ADMIN access from the organization.

Then select the IMPERSONATE option at the bottom center once you've located the client.

Step 5:
After clicking IMPERSONATE, a pop-up appears. Select the checkbox and click YES.

Step 6:
Once the page reloads, confirm that your access has updated from your name to the selected user shown in the previous menu.

Step 7:
Click on the options related to the reported issue and try replicating the behavior.

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Further investigation for this reference ticket

Step 8:
Select MESSAGES, then click on the Manage Sent Messages option.

Step 9:
During troubleshooting, results included (see below images):

• The page loading as expected.
• An error similar to what the client reported.

Because the client was actively running a PSPS event, a JIRA (Alert) ticket was raised and the development team was engaged via the Slack channel for immediate assistance.