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, click > > > > > , and then confirm that the SET001 setting is set to 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, click System Management (
) > , and then in the active system setting record, on the Email & Notifications tab, ensure that the Disable All Notifications check box is cleared.
) > , and then in the active system setting record, on the Email & Notifications tab, ensure that the Disable All Notifications check box is cleared.6. Click System Management () > > , and then in the list view, ensure that the Send HTTP Notifications record is active.
) > > , and then in the list view, ensure that the Send HTTP Notifications record is active.7. Click System Management () > , and then check the response body of any recent failed HTTP Notification records for data issues to be corrected.
) > , 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.