1. Ticket Details

2. Issue Description

The Download Masters feature failed to download data from the Central Server to the Local system.

3. Root Cause Analysis (RCA)

Use one or more of the following techniques for RCA:

• 5 Whys

• Fishbone (Ishikawa) Diagram

• Fault Tree Analysis

• Log/Trace review

• Primary Root Cause Identified: The Download Masters API failed because the required Authorization/ServerAuthorization headers were missing, causing the Central Server to return 401 Unauthorized.

• Why it happened: While calling the server-to-van API, the required ServerAuthorization key was missing, so the download did not get triggered.

• Why wasn't it caught earlier? There was no clear separation between Authorization and ServerAuthorization, and no proper validation was implemented to ensure secure access.  

4. Corrective Actions (Fixes for this instance)

Immediate actions to resolve the issue and restore service.

5. Preventive Actions (To prevent recurrence)

Systemic changes, monitoring, alerting, process updates, or automation.

6. Verification of Effectiveness

Verified that Authorization and ServerAuthorization headers are now included in all server-to-van API calls.

Confirmed that Download Masters runs successfully without 401 errors.

Monitored logs to ensure no missing-header errors are recorded.

7. Lessons Learned

Always enforce mandatory auth headers (Authorization, ServerAuthorization) for secure API access.

Implement proper validation checks before triggering sync processes.

8. CAPA Review & Closure