Accelerating incident management and troubleshooting

Accelerating incident management and troubleshooting - Unhappy Customer

Your event dashboard is customized to show banking application topology, transaction paths and the status of real-time transaction alerts. You receive a failed transaction status error alert and see that 11 “Unexpected Transaction Decline” events have occurred.

Drilling into the profile of a customer’s transaction that triggered the “Unexpected Decline” alert, the link message and printer data details indicate the source of the decline to be “Issuer Unavailable”.

By displaying the TCP acknowledgement (TCP ACK) information, you quickly discover that the network is not the source of the problem, and deduce that the problem resides with the issuer host. You share this information with the issuer host, and work together to fix the problem before profitability or the end customer experience is further affected.

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