What's causing the sudden increase in support tickets related to Sitecore Content Hub's asset management functionality?

Introduction

The sudden increase in support tickets related to Sitecore Content Hub's asset management functionality is a critical issue that demands immediate attention. As we delve into this problem, we'll employ a systematic approach to identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• I'm noticing the emphasis on "sudden increase." Has there been any recent deployment or update to the Content Hub?

Why it matters: Recent changes often correlate with sudden shifts in metrics. Expected answer: Yes, a minor update was deployed last week. Impact on approach: If confirmed, we'd focus on changes in that update.

• Considering user segments, are we seeing this increase across all user types or is it concentrated in a specific group?

Why it matters: Helps narrow down if it's a universal issue or specific to certain users. Expected answer: It's primarily affecting enterprise-level users. Impact on approach: We'd investigate enterprise-specific features or workflows.

• Looking at the timing, I'm wondering if there's been any change in how we're tracking or categorizing support tickets recently?

Why it matters: Ensures we're not dealing with a measurement anomaly. Expected answer: No changes to our ticketing system or categorization. Impact on approach: Confirms the increase is genuine and not a reporting issue.

• Given the focus on asset management, have we seen any unusual spikes in asset uploads or downloads recently?

Why it matters: Unusual activity could strain the system and cause issues. Expected answer: There's been a 30% increase in large file uploads. Impact on approach: We'd investigate potential scalability issues with file handling.