api_url :domain/amscart/api/v1/ams/cart/carthealthcheck
Version: 1.0 Date: 18-Aug-2025
Purpose
This document outlines a structured, time-bound procedure for L2 Support Engineers to diagnose, resolve, or escalate incidents related to Cart Service unavailability for both guest and registered users (including minicart and addtocart functions), in cases where users are unable to retrieve or add products.
Target Audience
L2 Technical Support Engineers
Incident Response Team
Service Reliability Engineering (SRE) Team
Prerequisites
Access to incident management tools (e.g., ServiceNow, Jira)
Access to MongoDB
Kubernetes cluster access (kubectl, monitoring tools)
Familiarity with API testing tools (Postman, curl)
Knowledge of Jenkins rollback jobs
Access to communication platforms (Email, Slack/Teams, Bridge Calls)
Communication Guidelines
Initial Acknowledgment: Within SLA response time
Updates: Every 30 minutes for P1, every 1 hr for P2 until resolution
Closure Note: Must include resolution summary + preventive actions
Post-Incident Review
Conduct RCA (Root Cause Analysis) within 24 hrs of closure
Document learnings in Knowledge Base
Update SOP if new failure mode identified
Execution Steps
getCart: Call the getcart api and validate it if still the issue persist continue with next steps. If the API is working fine compose mail and update the ticket
Api_url : domain/amscart/api/v1/ams/cart/getCart?user_id=<user_id>
Method: GET
getPodstatus: check whether pod is running or not by calling the below api. If the pod is running continue further steps. If not explain the issue escalate it infra team
api_url: domain/amsconfig/getpodstatus?deployment_name=[deploymentname]&namespace=[namespace]
Method: GET
3.DB Healthchecker: call the api to check if the failure still persists
api_url :domain/amscart/api/v1/ams/cart/carthealthcheck
method: GET
If the response health still failing or shows the error in response check the URL pattern available as part incident description
Check the db URL mentioned in the incident data with the corresponding URL pattern for environment specific as follows
dev: mongodb+srv://<username>:<password>@dev-<host>:<port>/<database>?<options>
local: mongodb+srv://<username>:<password>@local-<host>:<port>/<database>?<options>
Prod: mongodb+srv://<username>:<password>@prod-<host>:<port>/<database>?<options>
If the db url is not matching to the environment specified format call for rollback (next step) else go to step 6
calling Rollback: call the Jenkins pipeline tool for rolling back to previous image
jenkins_job_name: ‘rollback’
If any issues in rollback then escalate to L2
6.Verify DB HealthCheck: Again hit the api ,if success then mail by closing the issue else mail the issue is not resolved or received invalid response escalate it L2
api_url : domain/amscart/api/v1/ams/cart/carthealthcheck
method: GET
7.Verify getCart: Call the getcart api and validate it if still the issue persist continue with next steps.
Api_url : domain/amscart/api/v1/ams/cart/getCart?user_id=<user_id>
Method: GET
Communicate to L2 Team: Send an email to the L2 support team with your findings
Monitoring and Reporting
Maintain a record of all Cart down logs analyses performed and the reports submitted.
Track the logs that are frequently flagged for cart service down to identify systemic issues or recurring problems..