Label this article with the "techlibrary" label

This template is perfect for brief how-to articles or articles that don't require images

Overview

This is where you'll very simply describe the process that you will be covering, why the process is necessary, who it's for, etc.

Troubleshooting

1. Define history and scope 
   1. Is this happening for all BPs?  
      1. If not, then which BPs are affected? 
   2. Did it just start or has it been happening all day? 
   3. Any prior tickets? 
2. Data Collection and Troubleshooting 
   1. Define the situation 
      1. What is supposed to happen compared to what is currently happening? 
   2. Ask for call examples 
   3. Did the client set up Special Days in XCS? 
   4. Ask the customer to define what is supposed to happen 
      1. How does this differ from what is currently happening? 
   5. Can this be replicated?  
      1. If so, how? – Describe the steps 
3. Escalation to Support Center 
   1. Note the history and scope 
   2. Note affected BP 
   3. Note any call examples 
   4. Note call flow as reported by a client  
   5. Note the desired call flow vs the actual call flow 

Summary (optional)

This is where you'll wrap up your article, including any final thoughts, links to additional pages that may assist, etc.