Establish what is happening
Choose one traceable delivery
Record endpoint, environment, event and delivery identifiers, arrival time, acknowledgement, processing attempt, response class, and downstream result. Store only the metadata needed to compare stages. Note which expected record or timestamp is absent.
Mark the first blank stage
Compare the receiver access record, durable receipt, worker attempt, response, and resulting state for the same identity. If identifiers change between stages, preserve both values and mark the correlation break instead of joining records by time alone.
Separate scope from suspicion
Group nearby reports by endpoint, environment, receiver revision, missing stage, and outcome. Keep a sender delivery claim, a receiver logging omission, and an expired local record as separate evidence paths until one boundary is reproduced.
What to carry forward
Triage is complete when one delivery has a reproducible symptom, a named first missing boundary, an affected scope, and explicit unknowns. Hold broad logging changes. Route correlation, retention, processing, and sender evidence questions separately, with one owner for the next comparison.
Technical background: Zendesk developer documentation.
Keep the decision with the work.
Use a Work Item in Aglet to record the problem, the evidence you have, and the next decision. Add an owner and priority, then keep updates in the discussion so the next person can follow the reasoning.
Create an account See the product workflow