Verifying SFTP File Processing Status for Client-Uploaded Files (SCE Cross Territory Program, PG&E)

This article explains how to confirm whether a file uploaded by a client to an SFTP folder has been successfully processed. Intended for Tier-1 Support handling file processing confirmation requests.

Overview

Clients occasionally request confirmation that a file uploaded to their SFTP folder was received and processed successfully, particularly when using a tool or workflow for the first time in a live environment. This can be confirmed directly by connecting to the SFTP location and checking whether the uploaded file has moved into the designated processed folder. This article documents that verification process, based on a request from PG&E (Pacific Gas and Electric) regarding the SCE Cross Territory Program, submitted during their first live use of the tool. Since this was a new client scenario without existing documentation, this article was created for future reference.

Important Note

A file appearing in the client's processed folder confirms that the file was picked up and moved through the expected workflow step. If a client reports an issue after a file appears in the processed folder, further investigation into downstream processing (for example, application-level logs) may be required beyond this SFTP-level check.

Access to the SFTP location uses a shared internal credential rather than an individual agent login. If you do not have this credential, check with the internal team responsible for maintaining it before attempting to connect.

Step-by-Step Instructions

Step-by-Step Instructions

Follow these steps to confirm whether an uploaded file has been processed successfully:

1. Review the client's ticket. Identify the SFTP folder path the client uploaded to (for example, /SCESharedCustomerPSPSEvents) and the file name, if the client provided one.
2. Open FileZilla. Launch FileZilla, or the SFTP client your team uses, to connect to the SFTP environment.
3. Enter the connection details. In the Quickconnect bar at the top, enter the Host, Username, Password, and Port. The SFTP login uses a shared internal credential, not an individual agent's own credential. If you do not have this credential, check with the internal team responsible for maintaining it before proceeding.

FileZilla: Connection details entered in the Quickconnect bar, not yet connected.

4. Click Quickconnect. This establishes the connection and loads the remote site's root directory on the right-hand pane.

FileZilla: Connected successfully, showing the root directory listing on the remote site.

5. Navigate to the client's shared folder. Locate the folder the client uploaded to under the remote site directory structure (for example, SCESharedCustomerPSPSEvents).

FileZilla: SCESharedCustomerPSPSEvents folder selected, showing the processed subfolder inside it.

6. Check the processed subfolder. Open the processed subfolder and confirm that the uploaded file now appears there, along with its file size and last modified timestamp.

FileZilla: SCE_Shared_Customers_Updated_SCE_PSPS file confirmed present in the /SCESharedCustomerPSPSEvents/processed folder.

7. Confirm the file details match what the client uploaded. Verify the file name, size, and modified timestamp align with the client's reported upload, to ensure the correct file is being confirmed.
8. Update the client with confirmation. Inform the client that the file has been verified as processed successfully and that no further action is required from Support's side.
9. Close the ticket if no further action is needed. If the client confirms no additional assistance is required, proceed with ticket closure, noting that the ticket can be reopened within the standard window if further issues arise.

Troubleshooting & Common Issues

Reference table for common situations encountered when verifying file processing status.

Symptom / Situation	Root Cause	How to Fix It
File is not visible in the client's root SFTP folder	The file may have already been picked up and moved into the processed subfolder as part of normal workflow.	Check the processed subfolder before treating this as a processing failure.
File is not present in either the root or processed folder	The file may not have completed upload, or may have been uploaded to an incorrect path.	Confirm the exact folder path and file name with the client, and check for the file under any related subfolders before escalating.
Client reports an issue despite the file appearing in the processed folder	The file has completed the SFTP-level workflow step, but the client's concern may relate to downstream application processing not visible at the SFTP level.	Escalate to the relevant Product SME to check application-level logs for downstream processing status.

Guidelines & Best Practices

The following guidelines help ensure file processing confirmation requests are handled accurately and consistently:

What to Avoid

• ×Do not confirm file processing to a client without directly verifying the file's presence in the processed folder.
• ×Do not assume the file name or path without confirming details against the client's original request.
• ×Do not share SFTP credentials or connection details externally with the client.

Best Practices

• ✓Check the processed subfolder as the first step when confirming file processing, rather than assuming a file's absence from the root folder indicates failure.
• ✓Confirm file size and timestamp details align with what the client reported, to avoid confirming the wrong file.
• ✓Provide a clear confirmation to first-time users of a tool or workflow, since early confidence in the process reduces repeat verification requests.

Frequently Asked Questions (FAQs)

Q: How can we confirm a client's uploaded file was processed successfully?

A: Connect to the SFTP location using the shared internal credential, and check whether the file appears in the processed subfolder of the client's shared directory.

Q: The file is not in the root folder. Does that mean it failed to upload?

A: Not necessarily. Files are typically moved into a processed subfolder once picked up, so its absence from the root folder alone is not confirmation of a failure. Check the processed subfolder before concluding otherwise.

Q: The file appears in the processed folder, but the client still reports an issue. What next?

A: This confirms the file completed the SFTP-level step. Any further concern likely relates to downstream application processing, which should be escalated to the relevant Product SME.

Q: Who do I contact if the issue persists after following these steps?

A: If the file cannot be located in either the root or processed folder, or downstream processing needs to be confirmed, escalate to the relevant Product SME for further investigation.

References & Related Tickets

For internal team use: reference past Jira or Zendesk tickets related to this article.

• ZD-162219 SCE Cross Territory Program (PG&E): Client requested confirmation that a file uploaded to the SCESharedCustomerPSPSEvents SFTP folder was processed successfully during their first live use of the tool. Confirmed via SFTP that the file was present in the processed subfolder.