Troubleshooting

Published Date: 02-05-2025

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Troubleshooting is a new feature that offers  restore syncing of error logs created asynchronously due to any system or data failures. You can control the behavior of this feature through the Sinergify Admin settings.

Setup and Configuration

Step 1. Login to your Salesforce instance as an Admin user.

Step 2. Access the application ‘Sinergify’ via Salesforce App Launcher and open the Admin Setting Tab.

Step 3. From the Admin Settings, click on the ‘Troubleshooting’ on the left side Panel.

Step 4. Select the “Troubleshooting” from the left panel to open the related configuration.

Step 5. Enable the Toggle Button:

  1. To track and sync the Error Log records, enable the toggle button, Errors occured after enabling this setting, the number of Jira Error logs that can be Re- synced will be visible as shown in the screenshot below.

  2. Admin can also generate the Reports by clicking on the “Generate Report” Button.

    The Report will be open in a subtab, see the screenshot below:

  1. To Re-Sync all the Error logs now, Select the Action Process you want to Resync and click on the “Resync Now” button.

Note: Whenever the user Enables the Troubleshooting button then this Resync is automatically updated. When the count is 0 then the button will be disabled.


The processes can be used to re-sync the errors generated till that time. Choose the type of errors you want to Resync as per business requirements.

  • Auto Create Jira: It will Re-Sync the creation of Jira issues using automations.

  • Update JiraIssue From Salesforce: Re-sync the automated syncing of Jira issue details from Salesforce to Jira.

  • Update JiraIssue From Sobject: Re-sync the Jira issues related to specific Salesforce objects on the basis of Jira - Salesforce object field Mapping.

  • Feed Syncing: Re-sync the Jira issues related to specific Salesforce object’s feed.

  • Sync comments from Salesforce to Jira: Re-sync the automated syncing of comments on Jira issues from Salesforce to Jira.

  • Sync comments from Salesforce: Re-sync the automated syncing of attachments on Jira issues from Salesforce to Jira.

Note: If the errors are still not resolved due to any issue, you can again follow the same process to resync the error. Using the report you can find more details on the RCA of error and accordingly can take action. If you are not able to resolve the issue or getting any specific error messages, please raise a ticket at www.sinergify.com/support-portal or contact our support team at [email protected].

Step 6. To schedule the Re-Sync operation, select the time at which the syncing should occur along with the number of Re-sync trial attempts and optionally, you can choose a day of the week. Also, Select the Action Process you want to Re-Sync. To enable the schedule feature.

  • Select the number of attempts.

  • Select the time at which the re-syncing should occur.

  • Select the day to Sync the Error Logs On a daily or weekly basis.

  • Select the Action Process whose Error Logs you want to Resync.

Note: You can also schedule for the error logs irrespective of the Count.

Below are the Error Code supported:

S.No

Error Code

Description

1

Error 400

Indicates that the server cannot or will not process the request.

2

Error 401

Indicates that the client's request lacks proper authentication credentials or the provided credentials are invalid.

3

Error 404

Signifies that the requested resource or URL cannot be found on the server.

4

Error 408

Occurs when the server terminates the connection due to the client taking too long to complete the request.

5

Error 500

A generic error message indicating that an unexpected condition occurred on the server.

6

Error 503

Indicates that the server is temporarily unavailable to handle the request.

Steps for Manual Error Log List

Step 1. Go to the Salesforce Object record (e.g. case).

Step 2. Select the Jira issue from the Related list and open the Jira issue detail page.

Step 3. Go to the “Jira Error Logs Related List” Tab (Visible on the lower side of Jira issue Record page inside Salesforce).

Step 4. To view the detailed error code, click on ‘View detailed list’ Button as shown in image below.

Step 5. A new screen will appear as shown below.

Step 6: User will have the 3 options in the dropdown.

  1. Archive

  2. Re-sync

  3. Show details

  1. Archive:

    You can archive any Jira error Logs to remove it from the list. Once you click on Archive a success popup will appear. See the screenshot below:

  1. Re-Sync:

  • The Error Log records that are created asynchronously to any system failure or data failure can be resynchronized.

  • For resync, you have to configure the Troubleshoot setting in the Sinergify Admin setting. This operation is only available after you've enabled ‘Sync Error Logs.’

  • Once you click on Resync a success popup will appear. See the reference screenshot below.

  1. Show Details: Users can see the detailed error logs by clicking on the show details button. You can also Archive and Resync the error logs from the detail page.