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Guidelines to Quick RCA of Azure App Services

We’ve observed some sudden issues with the App Services. We've identified potential causes and need to address them promptly. Depending on the situation, we may need to escalate the matter to the Azure support team. Below are the next steps to take. Go to the Resource Group and navigate to the App Service Plan. After logging in, select the specific App Service you want to analyze.

  1. We need to check CPU percentage and Memory Percentage values Memory percentage > 70%? OR CPU usage > 40%?

If yes, navigate to App Insights > Application Dashboard > App Map.

Here, we need to check the performance of the APIs, particularly if the average response time is too high and if there are any bulk requests being triggered.

If we notice that the average for GET /global-mdm/customers/workflows/process/history is high, and there are 1.74k bulk requests being triggered, we need to navigate to that request for further analysis.

Navigate to PostgreSQL and see why the Average is 5.7secs?

Here, the query is taking a while, and we need to optimize.

  1. Check for Failures(500 error code)

At a particular time, we see over 3,000+ 500 Internal Server Errors. Click on the 3.81k to investigate further. One of the APIs, 'Country Rule Set,' has a response time of 30 seconds. We need to check other APIs that are crossing the 30-second threshold.

If there are multiple App Services in the same or different plans experiencing similar issues, we need to check each App Service to determine whether it's down or performing slowly.

Navigate to App Service->Diagnose and solve problems

Click on WebApp Down

Here, we can check that the SLA of the Web App It is down between 1.30 hours of the window.

Similarly, check for Web App Slowness as below

Based on our analysis, we concluded that the WebApp is down and slow during a specific period. We need to check the failures identified in the previous steps, and if no issues are found, we should raise a support ticket with the Azure team to resolve the issue.

Steps To raise a Azure Support Ticket:

1. Navigate to the App Service, click on Support and Troubleshooting.

  1. Click on create new support ticket, It will automatically fill the resource details

  2. It will suggest the Recommended solution to fix the issue. If we are not ok with the solution. We need to provide the additional details that are required to raise a ticket

  3. We need to provide the phone details and describe the issue clearly when raising the support ticket with Azure, outlining the specific problem we're facing.

  4. Then click on create to raise a request.

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