This document provides a comprehensive guide to the logs required for diagnosing and troubleshooting various issues related to bot operations.
Note - This is specific to our on-premise users.
Issue Categories and Required Logs
| Issue Category | Logs Required |
|---|---|
| Bot Import/Export Latency Issues | - BotsServiceAdmin - App-Logs (global logger) - Job-error logs - Profile logs - koreapp.log - Nginx access logs (api_access) - Nginx error logs - Mongo slow logs - HAR file - Bot-Definition export/access |
| Bot Publish Issues | - BotsServiceAdmin - App-Logs (global logger) - Job-error logs - Profile logs - koreapp.log - Nginx access logs (api_access) - Nginx error logs - Mongo slow logs - HAR file - Bot-Definition export/access |
| Connections Discrepancy in VA Nodes, Bot Data After Import | - BotsServiceAdmin - App-Logs (global logger) - Job-error logs - Profile logs - koreapp.log - Nginx access logs (api_access) - Nginx error logs - Mongo slow logs - HAR file - Bot-Definition export/access |
| Batch Test Failures (CS Supported Languages: EN, ES, FR, DE) | - BotServiceRuntime - App-Logs (global logger) - Job-error logs - CS-Logs - koreapp.log - Trace-enabled User logs - ML-Prediction - Nginx access logs (api_access) - Nginx error logs |
| ML Training/KG Training Issues | - BotsServiceAdmin - App-Logs (global logger) - Job-error logs - koreapp.log - FAQ Prediction - ML-Trainer - Nginx access logs (api_access) - Nginx error logs - HAR file - Bot-Definition export/access |
| SSO Login/Password/Social Login Failing Issues | - App-Logs - Profile logs - koreapp.log - Nginx access logs (api_access) - Nginx error logs - ID Proxy - HAR file - Check Infra related Blocking |
| Public API Failing - Synchronous | - App-Logs - Profile logs - koreapp.log - Check Infra related Blocking - Nginx access logs (api_access) - Nginx error logs - HAR file |
| Public API Failing - Asynchronous | - BotsServiceAdmin - App-Logs - Job-error logs - koreapp.log - Check Infra related Blocking - Nginx access logs (api_access) - Nginx error logs - HAR file |
| Service/Script Node Failing Without Apparent Issues (Postman Available) | - BotServiceRuntime - App-Logs - Job-error logs - CS-Logs - Profile logs - koreapp.log - Sandbox logs - Nginx access logs (api_access) - Nginx error logs - curl logs |
| Latency in Bot Response (Runtime) Without Botkit | - BotServiceRuntime - App-Logs - Job-error logs - CS-Logs - Profile logs - koreapp.log - FAQ Prediction - ML Prediction - Key Server - Sandbox logs - Nginx access logs - Nginx error logs |
| Analytics/Dashboard Not Loading or Timing Out | - BotsServiceAdmin - App-Logs - Job-error logs - koreapp.log - Presto/Trino logs |
| Data Table Query Failing from Bot/Postman | - BotsServiceAdmin - App-Logs - koreapp.log - Mongo slow logs |
| Intent Identification Issues | - App-Logs - CS-Logs - NLP Insights/Chat History - NL Analysis JSON response - koreapp.log |
| Entity Identification Failing | - CS-Logs - NLP Insights/Chat History - NL Analysis JSON response |
| Unexpected Node Processing or Specific Node Not Processing | - CS-Logs - koreapp.log |
| Deviation in VA/Bot Flow | - App-Logs - CS-Logs - koreapp.log |
| Regular Expression/Pattern Not Working | - BotServiceRuntime - CS-Logs - koreapp.log |
| Script Node Not Executed Properly | - App-Logs - CS-Logs - koreapp.log - sandbox.log |
| Sudden Intent Not Identified for All Users (Bot-Specific Issue) | - BotServiceRuntime - App-Logs - CS-Logs - NLP Insights/Chat History - koreapp.log - Nginx access logs (api_access) |
| Intent Not Identified for One or Two Users (Mostly Cache Issues) | - App-Logs - CS-Logs - koreapp.log |
| IDP/Auth Profile Related Issues | - App-Logs - koreapp.log - ID Proxy - HAR file |
| PII Related Issues | - BotServiceRuntime - App-Logs - CS-Logs - koreapp.log |
| Answer from Document Not Working | - App-Logs - koreapp.log - FAQ Training - FAQ Prediction |
| Server Call Failure | - BotServiceRuntime - App-Logs - CS-Logs - koreapp.log - FAQ Prediction - ML Prediction |
| Bot Summary Loading Fails/Unexpected Error in Bot Builder | - App-Logs - koreapp.log - Mongo slow logs - HAR file |
| Session Closure Issues | - BotServiceRuntime - App-Logs - CS-Logs - NLP Insights/Chat History |
| Alert Not Triggering | - BotServiceRuntime - App-Logs - CS-Logs - NLP Insights/Chat History |
| Bot Caching Issues | - CS-Logs |
| IVR Issues | - CS-Logs - IVR logs - Debug logs - Profile logs - Nginx access logs (api_access) - Nginx error logs |
Conclusion
For effective troubleshooting and resolution of these issues, the appropriate logs must be collected and reviewed.
Ensuring that all relevant logs are gathered and sharing with the support team while creating a support ticket will significantly improve the efficiency of diagnosing and addressing any problems encountered in the bot platform.