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ChatOps Troubleshooting

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Overview​

If ChatOps notifications don't arrive in Slack or Teams, then your ability to approve Permissions on Demand and Just-in-Time access requests can be compromised. What should you do?

  • If the Sonrai CPF App is still available, try these ChatOps Workarounds.
  • If you can't access the Sonrai CPF App or are locked out of your cloud entirely, then check the CPF Troubleshooting guide for support.
tip

Before taking actions described on this page, always contact Sonrai Customer Success to let us know about your issues. We're here to help!

ChatOps Workarounds​

ChatOps workflows make Permission on Demand, JIT Access, and Zombie Wake-Up workflows fast and easy - but what should you do when ChatOps notifications aren't being received?

Permissions on Demand (PoD) Request Missing in Chat​

Workaround steps:

  • Manually approve requests in your CPF web application: In the Requests view, check for the PoD request. If it exists, have an approver in the relevant scope approve directly; if not, continue with the next step.
  • Manually add an (admin) service exemption: In the Services view, choose the OU or Account in your Org Selector dropdown. Select the Service in the table for the blocked permission, and add the blocked identity (IAM User/Role or SSO user) into the table manually. After ~30 seconds to propagate, the identity should receive the required sensitive permissions for that service.

JIT Session Doesn't Trigger Justification/Approval in Chat​

Workaround steps:

  • Ask the requester to invoke the chat command directly, using the /sonrai jit request command in Slack, or jit in Teams.
  • If an approval message still isn’t received via chat, have an approver check the Requests view in the Sonrai Web App and approve there.

Attempted Zombie Wake-Up Without Chat Alert​

note

Only audited events in AWS will trigger a Zombie Permissions on Demand approval.

Workaround steps:

  • In the Services view, open your Quarantine List using the ☰ (three‑bar) menu located at the top‑right of your screen and search for the Zombie identity. Click X to unquarantine it. Expect usability to return within ~30 seconds.

Those workarounds didn't fix my problem... What next?

If the above troubleshooting steps don't resolve your problem, report your issue to Sonrai Customer Success. You might need to temporarily Remove Controls and resync.

Report ChatOps Issues to Sonrai Customer Success​

If your ChatOps issue persists, open a Sonrai Support ticket noting:

ChatOps notifications are not working, consistent with EventBridge trigger issues.

To ensure a rapid and accurate response to your support ticket, also include:

  • timestamps for requests
  • any Chat app error output
  • a list of the affected identities, account IDs, and services

We will investigate and determine what happened, and then work with you to resolve the issue.

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