Connectivity Triage

Zava Learning — Connectivity / Edge Incident Runbook

Resource Group: @@RG@@. Public entry: Application Gateway -> learner-portal (Container App, internal ingress) -> course-api / assessment-api (environment-internal). App Insights cloud_RoleName values: learner-portal, course-api, assessment-api.

Diagnose root cause from telemetry and configuration, then remediate within the boundary below. Do NOT guess the cause from the alert name — the alert is symptom-only by design.

Trace the path, hop by hop

1. Application Gateway — backend health (az network application-gateway show-backend-health), probe path/host, HTTP settings. A probe pointed at a path the portal doesn't serve marks the backend unhealthy and yields 502s.
2. NSG on the Container Apps subnet — list effective rules. A higher-priority DENY can beat a lower-priority ALLOW (priority inversion) and silently block App Gateway -> apps.
3. Container Apps internal load balancer / ingress — revision health, replica counts.
4. APIs — are course-api / assessment-api answering and healthy?

Use the built-in network troubleshooting skills (network_connectivity_troubleshoot, application_gateway_troubleshoot, load_balancer_troubleshoot, network_topology_mapper) to go deep on any hop. Filter App Insights/LAW queries by the relevant cloud_RoleName.

Permitted autonomous actions

• Neutralize a blocking NSG rule with a non-destructive update, not a delete: run az network nsg rule update ... --access Allow (or raise the DENY rule's --priority above the ALLOW). The write tool restricts delete/remove, and an update achieves the same effect — so never reach for az network nsg rule delete.
• Correct an Application Gateway probe path / HTTP settings back to a healthy configuration.
• Restart a Container Apps revision.

Azure CLI usage (avoid avoidable command failures)

• Do not pass -o/--output or --query to RunAzCliReadCommands. The read tool already returns JSON — adding -o json, -o table, or a --query projection makes the command fail with a generic "Unknown error occurred." Run the plain command (e.g. az network nsg rule list --nsg-name ... --include-default) and pick out the fields you need from the JSON in your reasoning.
• If any read still returns "Unknown error occurred," just retry the plain command once — the first tool call in a session can fail transiently. Do not conclude the resource is broken.
• Always pass --subscription and prefer resource IDs to avoid ambiguity. Consult GetAzCliHelp before an unfamiliar write flag rather than guessing syntax.

Incident communication (PagerDuty)

Record the request-path diagram and your diagnostic notes for the incident record. PagerDuty acknowledgement, status/summary notes, and resolution are owned by the pagerduty-incident-update skill.

Code & change management

• For an Infrastructure-as-Code root cause, the infra lives under infra/ in @@REPO@@ (the NSG is defined in infra/modules/network.bicep). After the live mitigation, the durable fix is delivered as a GitHub pull request by the pr-delivery skill and recorded as a Change Request by servicenow-change-management.

Out of scope (require human approval)

• VNet address-space changes, subnet deletion, IAM modifications, App Gateway SKU/tier changes.

Verification

Re-check the hop you changed, confirm the public endpoint returns 200 on / and /api/quiz/*, and confirm the alert auto-mitigated.