Salesforce Service Copilot

Case Details

Case Number: 00001047  
Subject: Intermittent Connectivity Issues with Project Catalyst - Blocking Progress on Alpha Project  
Status: In Progress  
Priority: High  
Created Date: 2025-01-08  
Last Modified Date: 2025-01-08  

Description
Subject: Urgent - Project Catalyst Connection Problems - Alpha Project Blocked  
Dear Innovate Solutions Support Team,  
We are experiencing significant intermittent connection issues with Project Catalyst this morning. Several of our project team members (at least 5) are getting randomly disconnected while using the software. They are seeing messages indicating a loss of connection, and it's disrupting their workflow incredibly significantly. This started happening around 10:30 AM PST. We've checked our internet connection, and it seems stable as we can access other online tools, including our internal project management system and shared drives, without any problems. This seems to be definitely isolated to Project Catalyst. Could you please investigate this as a matter of absolute urgency? We have critical deadlines approaching for the Alpha Project, and this is severely impacting our ability to meet them.  
Please let me know what information you need from our end. We are using the latest version of Chrome on Windows 10, if that helps.  
Sincerely,

Robert Miller

Project Manager

Global Innovations Corp.  

Case Feed
2023-10-27 11:15 AM PST - Emily Carter (Support Agent - Tier 1)

Received email from Robert Miller regarding intermittent connectivity issues with Project Catalyst.
Confirmed account details and verified Standard Support entitlement.
Logged initial description from customer’s email, highlighting urgency.
Replied within 5 minutes, requesting clarification on affected users and their locations.
Asked for OS and browser versions (confirmed Windows 10 & Chrome).
Provided a knowledge base article (KB00098) on troubleshooting network issues.

2023-10-27 11:45 AM PST - Emily Carter (Support Agent - Tier 1)

Robert confirmed basic troubleshooting did not resolve the issue.
Requested a screenshot of the exact error message and timestamps.
Screenshot showed: "Connection to Project Catalyst Server Lost. Attempting to Reconnect..." (Error Code: CS-102)
Noted issue might be related to server-side interruptions.

2023-10-27 12:15 PM PST - Emily Carter (Support Agent - Tier 1)

Attempted to replicate the issue in a test environment but was unable to reproduce it.
Checked the system status dashboard and found a spike in HTTP 503 errors and timeouts for the affected region.

Escalation to Level 2 Support
David Chen (Level 2 Support Engineer)

Identified a temporary overload on the primary database server due to an automated data sync job.
Implemented a fix by terminating the runaway job and rerouting connections to a secondary database server.
Monitored system metrics and confirmed error rates dropped significantly.

Final Updates

Emily Carter: Called Robert, explained the cause and resolution.
Robert: Confirmed issue is resolved, team is working without further interruptions.
Level 2 will conduct a Root Cause Analysis (RCA) to prevent future occurrences.
Case Status: Resolved.


Next Steps

Level 2 Support to analyze the automated data sync job’s resource consumption.
Optimize queries, adjust scheduling, and enhance monitoring for proactive issue detection.
Update internal documentation on error code CS-102.


Query Data

User Question: Give me a list of cases that are not closed.
Action: CASE_CHAT

User Query Input
Query: Give me a list of cases that are not closed.