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Alerts in Teams
When an order or an account needs a person, Stock Sync's monitoring posts a message in Microsoft Teams. Each message says what happened, what to do, and links straight to the orders or the account it is about. You do not have to watch the screen to find out.
Before you begin
Who reads this: everyone in the Teams channels. The fixes the messages lead to need the Operator role in Stock Sync.
Time needed: a minute to read a message; each alert below says how long its fix takes.
Before you start: be a member of the Operations channel in Teams (ask your team lead), and be able to open Stock Sync (company VPN on, see Signing in and roles).
The two channels
| Channel | Who reads it | What arrives | When |
|---|---|---|---|
| Technical | the technical team | server, database, message queue and connection problems | at any hour |
| Operations | marketplace operators | the six operator alerts below | Orders need attention: at once, at any hour. The others: Monday to Friday, 08:00–18:00 (Romanian time) |
Operator messages arrive only in the Operations channel, and every one starts with For operations.
When messages come
- Orders need attention arrives at once, at any hour, also in the evening and at the weekend: within about two minutes of an order landing in Needs attention.
- Every other message for operators arrives only Monday to Friday, between 08:00 and 18:00, Romanian time. Something that happens outside those hours (in the evening, at night or at the weekend) is sent at 08:00 on the next weekday, if it still needs a person by then.
- While a problem lasts, its message is repeated every 4 hours (for operators inside working hours, except Orders need attention, which repeats at any hour).
- When the problem is gone, a short message with the same title and — resolved at the end follows.
- Messages from the test environment start with [dev]. They are about test orders and test shops: ignore them unless you are testing.
An operator message reads like this:
[dev] For operations — Orders need attention (ABOUT YOU DE)
Orders of ABOUT YOU DE needing attention: 3 (Unknown product).
What to do: Open the orders, read the reason, fix it in Odoo or PIM, then press Retry (or Mark resolved).
Open in Stock Sync: a link to the orders
How-to: a link to the guide page
The title is [dev] For operations —, then the alert and the account; when the problem is gone, the same title comes again with — resolved at the end. The body is always, in this order: what happened, What to do, Open in Stock Sync and How-to. The account is written by its short id, as in the address of its page in Stock Sync (for example ABOUT YOU DE). Open in Stock Sync opens exactly the orders or the account the message is about; How-to opens the page of this guide that explains the fix.
Each operator alert
Orders need attention
Orders of ABOUT YOU DE needing attention: 3 (Unknown product).
What it means: Stock Sync stopped on one or more orders rather than guess. The message comes within about two minutes of an order landing in Needs attention, at any hour, also at night and at the weekend. The reason in brackets uses the same words as the Reason chip on Orders; when orders of one account need attention for different reasons, the same message has one line per reason, each with its own What to do and links.
What to do: click Open in Stock Sync. Orders opens on Needs attention, narrowed to that account and that reason. Read the reason, fix it in Odoo or PIM, then press Retry (or Mark resolved). Follow An order needs attention.
Time needed: a few minutes, plus the fix in Odoo or PIM.
Orders not reaching Odoo
Orders of ABOUT YOU DE have waited over an hour to reach Odoo. They go on by themselves; tell the technical team if it lasts.
What it means: orders of a shop have been Received for more than an hour and are not in Odoo yet, usually because Odoo does not answer.
What to do: nothing for the orders themselves: they go on by themselves once Odoo answers. Open in Stock Sync shows them on Waiting for Odoo. If the message comes again 4 hours later, tell the technical team.
Orders not moving
Orders of ABOUT YOU DE not moving for 24 weekday hours (Saturday and Sunday not counted): 2 — imported, not shipped.
What it means: an order has not changed for 24 weekday hours. Saturday and Sunday do not count: an order imported on Friday at 15:00 is reported on Monday at 15:00. The message ends with where the order is stuck:
| The message says | Where the order is | What to do |
|---|---|---|
| waiting in Needs attention | In Needs attention for a day | Handle its reason (see An order needs attention) |
| imported, not shipped | In Odoo, but the warehouse has not shipped it | Check the order in Odoo and get it shipped (see Ship an order) |
| shipped in Odoo, not yet confirmed by the marketplace | The delivery is done in Odoo; the marketplace has not confirmed the shipment | Open the order and read its Shipping section (see Ship an order) |
| a cancellation is not finished | A cancellation was started and has not ended | Open the order and read where the cancellation stands (see Cancel an order) |
Only orders of accounts whose Ship orders is Live can be imported, not shipped or shipped in Odoo, not yet confirmed: for the others someone else tells the marketplace, and Stock Sync does not wait for it.
What to do: click Open in Stock Sync. Orders opens on the Not moving view for that account. Each row says where the order is stuck and since when, for example Imported, not shipped · no change since Tue 29 Sept, 08:05. Look at each order: ship it, finish the cancellation, or handle its reason. An order leaves the view by itself as soon as something happens to it.
Time needed: a few minutes per order, plus what the warehouse or Odoo needs.
No new orders
No new order from ABOUT YOU DE for a working day (24 weekday hours). Check the shop is online at the marketplace.
What it means: a shop whose orders are in Preview or Live in Stock Sync has sent no order for a working day (24 weekday hours, Saturday and Sunday not counted).
What to do: check in the marketplace's seller centre that the shop is online and selling. If the marketplace shows new orders that Stock Sync does not have, tell the technical team (see No new orders arrive from ABOUT YOU). Open in Stock Sync opens the account's page.
On the test environment this message (with [dev]) comes most of the time: the ABOUT YOU test shop rarely sends orders.
Order documents failed
Orders of ABOUT YOU DE whose documents failed for 15 minutes: 2.
What it means: for 15 minutes, the documents of some orders (ABOUT YOU's delivery document) could not be fetched from the marketplace or sent to Odoo. The orders themselves are in Odoo.
What to do: click Open in Stock Sync. The Orders list opens with the Documents chip set to Documents failed, for that account. Open each order and press Retry in its Documents section (see Order page: Documents).
Account suspended
ABOUT YOU DE stopped sending stock: the marketplace refused its connection. Edit the connection, then Recover.
What it means: the marketplace refused the account's connection for 10 minutes, so the account stopped sending stock.
What to do: click Open in Stock Sync to open the account. Edit the connection with the new key or password, then press Recover. Follow Bring back a suspended account.
Time needed: about 5 minutes, once you have the new key or password.
An alert ends by itself
There is nothing to acknowledge or close in Teams. An alert ends as soon as its cause is gone, for example when the orders are retried, shipped or resolved, or when the account sends stock again, and a message ending in — resolved follows. If the cause is still there 4 hours later, the message comes again.
An operator alert that ends outside working hours (in the evening or at the weekend) may not get its — resolved message. If Open in Stock Sync in the last message shows nothing left, there is nothing to do.
Messages for the technical team
The Technical channel gets messages about servers, the database, the message queue and the marketplaces' connections. Operators can ignore them. Three of them mean the technical team has to act before orders or stock move again:
- Channel Hub order poll failing (and Channel Hub account order polls failing): Stock Sync cannot read orders from ABOUT YOU.
- Odoo refused the API key: Stock Sync cannot write orders into Odoo.
- Channel Hub DLQ: a message inside Stock Sync could not be processed and was parked for the technical team.
If one of them is about something you noticed on the screen, say so in the channel.