b2c-production-triage

# Production triage Connect the toolkit's logs, job executions, business data, and configuration into an evidence-backed assessment and next action. Investigation does not authorize remediation. Use the symptom routes below rather than collecting every available signal. ## Scope and impact - Resolve the task's project/instance with `config_inspect`; CLI: `b2c setup inspect`. Preserve the resolved target across calls. Ask for missing site, time window, timezone, symptom, or expected behavior; never invent IDs or silently switch tenants. - Start with the reported interval; if unspecified, propose the last two hours and label that assumption. Use fixed UTC boundaries for comparisons and paging. - Record current impact (sites, checkout availability, order/data integrity, workaround) and the incident owner. Apply the team's severity policy; do not invent a priority or support SLA. Escalate active material impact early without waiting for root cause; agree who communicates and the next update time. ## Access and tools - Establish access: MCP, terminal/CLI, logs, data, source. Operator work does not require a cartridge checkout. Credentials/setup issues: MCP `mcp/b2c-config` section `setup-and-access`; native `b2c-config`/`b2c-auth`, or the [authentication guide](https://salesforcecommercecloud.github.io/b2c-developer-tooling/guide/authentication). Prefer dedicated MCP tools; discover available names once. Read `skill://mcp/scapi/SKILL.md` before using `scapi_search`/`scapi_execute`, as those tools require. Read only the matching runbook/reference, not every linked skill. Native assistants use the installed skill name; MCP can read these URIs or use `skills_read` with `collection: "b2c-ops"` and a task query. | Symptom | Toolkit path | Decision / detail | | --------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Error spike or integration errors | `logs_list_files` -> returned `prefix` -> `logs_get_recent` with `count: 20`, `since`, and a relevant `search` | Defaults cover error/customerror, not every `custom-*` integration log. CLI: `b2c logs list` / `b2c logs get`. | | Failed job or stale data | Code mode `codemode.describe("builtin/failed-job-triage")`, then run with fixed `from`/`to` -> execution IDs and `logFilePath` -> log tools | [Job health](skill://b2c-ops/b2c-job-health/SKILL.md) covers continuation, step details, exact WebDAV logs, and green-but-incomplete runs. | | Checkout failures or orders down | Custom logs -> determine whether failures produce order records -> relevant data/traffic evidence | [Checkout triage](skill://b2c-ops/b2c-checkout-triage/SKILL.md) distinguishes checkout symptoms from failed-order records. | | Find/count FAILED orders or investigate affected products | Verify Admin filter support; otherwise external OCAPI Shop order search -> safe IDs -> logs and selected Admin product reads | [Failed-order triage](skill://b2c-ops/b2c-order-failure-triage/SKILL.md) owns enumeration, count/sample limits, and the workaround. No OCAPI helper exists inside code mode. | | Suspected code change | Code mode `builtin/code-version-inspect`: active/rollback versions and activation/modification timestamps | Current metadata is not a complete activation history. Corroborate with release records. | | Runtime-only defect | [MCP debugger](skill://mcp/debugger/SKILL.md) on an authorized reproduction target | Operator handoff is valid without source access. Do not halt production requests for routine triage. | ## Checks and decisions 1. Carry the returned configuration `resolution` into the evidence record. `config_inspect` stays masked; do not read `dw.json` or request tokens merely to make managed MCP calls. Pass the same project/instance context to CLI fallbacks. 2. Join signals using execution IDs, log timestamps, and affected record IDs. For exact job logs, pass the returned `logFilePath` to `webdav_get`; use byte continuation or download locally. Recent-log tools remain preferred for filtered samples/watches. A bounded result is not full-interval coverage. 3. Reuse code-mode snippet totals/window/`nextOffset`; do not return entire schemas or records. The failed-job snippet omits step details and healthy runs: use `builtin/job-execution-inspect` / `builtin/job-execution-review` selectively. Compare expected business data with a healthy input before calling a green job healthy. 4. Preserve failed stages: HTTP `ok`/`status` and diagnostics, or thrown auth/transport/safety errors. An OCAPI fallback error may mask an earlier SCAPI rejection; CLI `--api-backend scapi` isolates it. POST searches can be blocked by Safety Mode despite being reads. Do not infer missing scopes from every 403 or treat unavailable counts as zero. ## Mitigation and recovery Recommend the smallest supported mitigation, its blast radius and rollback limit. The authorized owner decides; inspecting an incident is not permission to change it. Restore service when justified without waiting for a full causal explanation. After intervention, recheck business behavior and comparable signals over an agreed observation interval. Report recovered, partial, pending, or unknown; record follow-up prevention separately from immediate recovery. ## Escalation and handoff Report: target/site; UTC window; observed impact and denominator; evidence locations (execution IDs, log path/timestamps, minimal excerpts); suspected component/input/change; alternative explanations; access gaps; next owner/action. Exclude tokens, payment details, and unnecessary customer data. Route custom-code evidence to the developer/implementation partner, grant or schedule issues to the administrator, provider failures to the integration owner, and suspected platform failures to Salesforce Support. Read [escalation and case template](references/escalation.md) when preparing a handoff. Do not submit a case/message without authorization or claim a confirmed cause when evidence establishes only a lead.