Symptom or Need

The client reports that, when trying to segment the information in the campaigns module, the system presents an error and does not retrieve the data, according to the filter applied.

Context / Scenarios

This scenario occurs in the Campaigns module of Wolkvox Manager. Specifically, it happens when an administrator or supervisor attempts to segment or search for records in the database using the filter tool. When the desired conditions or criteria are applied, the interface fails to extract the data and does not display the corresponding information, leaving the query without the expected results.

Answer / Solution

To achieve an effective diagnosis, it is crucial to determine whether the data loading block is generalized to the tool, whether it is due to an error in the version of the application in use, or whether it is an isolated problem of the database of that particular campaign.

Minimum information required

To properly document the ticket and prepare it for potential escalation, the Level 1 analyst must collect the following data:

1. Name of the affected operation.
2. ID and name of the affected campaign(s).
3. Exact criteria of the filter applied by the user.

Initial Validations and Troubleshooting

Before escalating the case to higher levels, the Level 1 support analyst should perform the following troubleshooting tests:

1. Filter application validation: Confirm that the filter syntax and parameters are being applied correctly. If the filter is in text format, verify that it is enclosed in single quotes. example : 'bogota '.

2. Version review: Identify the version of Wolkvox Manager that is being used.
3. Regression test: Try applying the same filter using an older version of Wolkvox Manager.
4. Campaign audit: Validate the creation date of the affected campaign.
5. Cross-environment testing: Apply the required filter from the Wolkvox Manager Web version and compare it with the behavior in the desktop version.
6. Isolation test: Create a new test campaign in the affected operation (loading, if possible, the same data) and apply the same filter to check if the error is replicated or if it is exclusive to the original campaign.
7. Create a test campaign by loading the same data into another operation and/or server, and apply the same filter to check if the problem is replicated.

Escalation

If, after exhausting the initial validation steps, the information is still not deployed, the incident should be escalated immediately to Level 3 (Core Team).

Contingency : In the event of any reported filter failures, suggest to the client, as a contingency measure, that they try to manage the campaign from a different environment (e.g., if it fails on Desktop, try on Web) while the definitive solution is being applied.

Possible Causes

The failure may be caused by a temporary rendering problem in a specific version of Wolkvox Manager, or by an internal inconsistency in the database linked to the affected campaign that prevents the filter query from running correctly.