System Not Processing Orders

Site: Nestlé

Purpose  

When the entire system stops processing orders due to backend services not running.

Scope  

Use when customers report that no orders are being processed and bin storage is also failing.

Responsibilities

Support Team: Verify logs, check service status, and restart services if required.

Procedure

Step 1: Check Logs

Download and analyze logs. Share logs with the development team for validation if required

Step 2: Verify Services in RabbitMQ

Confirm the status of services in RabbitMQ. Identify if any queues or services are inactive.

Step 3: Verify Services in Windows Service Manager

Open Windows Service Manager. Check if  services are running.

Step 4: Restart Services via Task Scheduler

Run Stop_all_Apps to stop all services. Run Start_all_Apps to restart all services.

Step 5: Recheck Services

Verify service status again in RabbitMQ. Confirm that queues and services are active.

Step 6: Customer Communication

Inform the customer that services have been restarted successfully. Confirm that the system is now processing orders normally.

Expected Result

All services are restarted successfully. Orders and bin storage resume normal processing.

Prevention

Monitor RabbitMQ and Windows Service Manager regularly.