Heap Analytics Troubleshooting & Debugging

Symptom Library

• Maintain a table of common issues observed in Heap Analytics (missing events, identity mismatch, reporting discrepancies).
• Record associated error messages, screenshots, or alert IDs when available.
• Note severity levels and business impact for each symptom.

Investigation Workflow

• Outline the triage steps analysts and engineers follow when alerts fire.
• Document tools used for replication (browser consoles, API explorers, warehouse queries).
• Capture decision trees that determine whether fixes happen in Heap Analytics, upstream systems, or partner tools.

Tools & Logs

• List diagnostics available (vendor debuggers, audit logs, integration status pages).
• Record access paths, retention windows, and export instructions for each log source.
• Note supporting utilities (Tag Assistant, Charles Proxy, scripting notebooks) and when to use them.

Escalation & Communication

• Define when to involve client stakeholders, vendors, or your leadership team.
• Provide templates for status updates, incident summaries, and resolution notes.
• Track open tickets with vendors and link to their case numbers.

Preventive Maintenance

• Schedule recurring reviews of alerts, dashboards, and anomaly detectors.
• Document lessons learned and permanent fixes after each incident.
• List backlog items that reduce future risk (automated tests, improved monitoring, playbook updates).