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Hello, how can I raise a support ticket here? We h...
# permit-saas
v
Hello, how can I raise a support ticket here? We have some missing resource instances in our prod environment.
a
Hi @Vinay Rawat, I'm an AI assistant for Permit.io. I'll analyze available sources and get back to you shortly.
You can escalate your issue directly from Slack using the 
/permit-escalate
command (1) . This command creates a support ticket from your Slack message and connects you directly with the support team . To use it, type 
/permit-escalate
followed by your issue description about the missing resource instances in your production environment . Note that this command works in private channels or DMs, not in public channels . Alternatively, you can reach out via email at help@permit.io . To help the engineering team investigate your missing resource instances issue, please provide: 1. Which Workspace / Project / Environment you're using 2. The specific resource instance IDs or keys that are missing 3. Any relevant API calls or SDK code you're using to access these instances 4. Which PDP version you're running 5. Relevant logs from your PDP
To learn more, see the sources I considered: [[1] Get Support on Slack](https://docs.permit.io/getting-started/slack-support)
d
Hi @Vinay Rawat Im a support engineer at Permit.io. What seems to be the problem?
v
We are using below REST to create relationship tuples between our 2 resources -
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POST <https://api.permit.io/v2/facts/{{project-id}}/{{env-id}}/relationship_tuples>

{
    "subject":"Organisation:<Org-key>",
    "relation":"parent",
    "object":"Episode_Of_Care:<Episode_Of_Care-key>",
    "tenant":"default"
}
This has worked fine for most of the requests but we have recently found few missing 
Episode_Of_Care
instances in the environment. I am pasting the specific missing keys and timestamp when the REST calls were made -
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46cb4b81-2ef0-4dba-9598-d09d5a1aaa92 - 2026-03-23 13:35:43 - 
4d560e5d-140e-4117-b601-3cc837196df8 - 2026-03-23 12:55:43 -
1c17c350-8077-4a97-ac6d-2459028bdd48 - 2026-03-23 13:37:40 - 
4d6403f4-a6c7-4697-aa7e-6e0b3a3b744e - 2026-03-23 14:17:54 -
Workspace = bigpicturemedical Project = BPM Configurable Platform Environment = snee-prod
d
Which PDP version are you running? And can you please send over relevant PDP logs?
v
Can you guide me how to get the logs?
d
@Ask Inkeep guide Vinay how to get the PDP logs
a
Thanks for tagging me @david. I'll look through relevant sources and get back to you shortly.
To get PDP logs, the method depends on how you've deployed your PDP (1) : ​*If using Docker:*​ Check the container logs with:
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docker logs <pdp-container-name>
​*If using Kubernetes:*​
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kubectl logs <pdp-pod-name>
​*If using the Managed Cloud PDP:*​ The PDP logs are written to 
stdout/stderr
(2) (1) . You can stream them directly into your logging platform or access them through your container orchestration tool. Since audit logs and decision logs are automatically generated and written to the PDP's standard output (2) (3) , you should be able to capture them from wherever your PDP container/pod is running. For your specific issue with missing 
Episode_Of_Care
instances, the logs should show: • The relationship tuple creation requests • Any errors during policy/data synchronization • Decision logs showing why certain operations succeeded or failed (2) Once you have the logs, look for entries around the timestamps you mentioned (2026-03-23 125543 through 141754) to see if there were any errors or warnings related to those specific keys.
👍 1
To learn more, see the sources I considered: [[1] Permit's PDP (Policy Decision Point)](https://docs.permit.io/concepts/pdp/overview) [[2] Audit Types & Filtering](https://docs.permit.io/how-to/use-audit-logs/types-and-filtering) [[3] Best Practices for Authorization Audit Logs](https://www.permit.io/blog/audit-logs)
v
Logs attached
pdp_logs_23032026.txt
👀 1
d
Hi @Vinay Rawat were still investigating the issue. Id recommend you recreate the instances in the meantime
It appears that the resource_instances you created were created in a small window of an outage that happened last month. Please see the post in announcements describing the issue. Unfortunately because the creation time was around the time of disruption, your instances weren't included in the data backup. You will need to recreate the instances. Apologies for the inconvenience https://permit-io.slack.com/archives/C01RY1X9SBC/p1774382139469869
j
@david thanks for the update.Were customers notified about that incident? I’m asking because our contact list for those notifications is probably out of date—I don’t recall anything about it. @Vinay Rawat do you knew? Can you confirm who receives those notifications? Can you add my contact information and Vinay’s?
p
Hey, thanks for reaching out ! It seems our team is a little busy right now, a human will be with you within the next hour or so. In the meantime, can I help you ?
o
updates were shared on both our status page(which you can subscribe to)
and on #C01RY1X9SBC
Open in Slack
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