Troubleshooting Real-Time Sync Failures
To troubleshoot real-time sync failures:
1. If Salesforce-to-Service Board real-time sync fails, in Salesforce, on the ServiceMax Setup page, on the App Administration tab, click Configuration Profiles, and then in the Org-Wide Configuration Settings area, check that the fields in the active configuration profile are set as follows:
|
Field
|
Value
|
|---|---|
|
Module
|
Dispatch Management
|
|
Submodule
|
Service Board
|
|
SET001
|
True
|
2. Check the Outbound Queue list view to be sure records are being generated, and then in the Error Log column, filter the Record to Dispatch column to narrow the queues.
3. In the filtered list of outbound queues, check the Error Log field for details, and then correct the causes of the issues and click Retry.
 |
For production instances, Outbound Queue records are created only for failed transactions. Be sure to confirm that the tenant has been restarted after you first configure Salesforce integration information in the active System Setting record. Otherwise, real-time sync does not function properly.
|
4. To delete all Outbound Queue records with Error status from the Salesforce org, in Workbench, execute the following Apex query:
delete [SELECT Id FROM SVMXC__SM_SB_Queue__c WHERE SVMXC__SM_Status__c = 'Error' limit 10000];
5. If Service Board-to-Salesforce real-time sync fails, in Max Admin, on the System Management (
) launchpad menu, click System Settings, and then in the active system setting record, on the Email & Notifications tab, ensure that the Disable All Notifications check box is cleared.
) launchpad menu, click System Settings, and then in the active system setting record, on the Email & Notifications tab, ensure that the Disable All Notifications check box is cleared.6. On the System Management () launchpad menu, in the System Management section, click System Jobs, and then in the list view, ensure that the Send HTTP Notifications record is active.
) launchpad menu, in the System Management section, click System Jobs, and then in the list view, ensure that the Send HTTP Notifications record is active.7. On the System Management () launchpad menu, click HTTP Notifications, and then check the response body of any recent failed HTTP notification records for data issues to be corrected.
) launchpad menu, click HTTP Notifications, and then check the response body of any recent failed HTTP notification records for data issues to be corrected.8. To delete all failed HTTP notification records from Max, on the Direct Execution page, run the following script:
import com.servicemax.core.Database
def records = Database.query("select * from io_http_notification where io_status = 'Failure'")|
for(int i = 0; i < records.size(); i ++){
records[i].delete()
}
9. After all issues are checked and corrected, re-run real-time sync locally at the record level.
For more information: