Troubleshooting

Troubleshooting is a feature available under Sinergify Admin Settings on Salesforce. It enables the re-syncing of error logs created due to failure of any automation in Sinergify.

Usecases

• Any error occurred due to configuration changes on the Jira side. For example, a change in field structure or user access. Such issues can lead to integration failure, and re-fixing the metadata can easily enable the sync back again.

• When the server doesn't respond, or due to any firewall, certification, or network issue, Salesforce is not able to reach Jira, the actions performed by the Salesforce user can be resynced once the systems are back running.

• When Jira rejects a request because too many calls have been made in a short period (HTTP 429), Sinergify automatically logs the failure and retries the request once the rate-limit window has passed, so the sync recovers without any manual effort.

• If the connection to Jira fails because the saved authentication has expired or been revoked (HTTP 401), Sinergify logs the error and presents a re-authorization option to the admin. Once re-authorized, the affected records can be resynced. This behavior is supported only for OAuth 2.0 authentication.

The Error logs can be re-synced in two ways:

1. Automatic

2. Manual

1. Automatic

For the Automatic error log list, there is a separate tab in the admin settings named "Troubleshoot". This page is organized into four sections, described below.

Log Management

Sinergify can store error logs generated due to Salesforce-to-Jira syncing failures. You can re-sync multiple Jira Error logs simultaneously by selecting the Action Process and clicking on the Re-Sync Now button. To enable this feature, click on the toggle button.

Error Log Report

Review the total error logs that need or can be re-synced in the system, then generate a report for review.

• The count next to Total Jira Error Logs that can be Re-Synced shows how many logs are currently pending.

• Click Generate Report to open a detailed report for review.

Automated Error Handling

When enabled, requests blocked due to too many calls (error 429) will be automatically retried after a short wait. This toggle is disabled by default. Enable it to let Sinergify automatically recover from Jira rate-limit errors, instead of requiring an admin to manually re-sync them.

The following table describes how the connector handles the most common Jira rate-limit (HTTP 429) scenarios.

Manual & Scheduled Resync

Resync error logs manually or on a schedule.

Available Action Processes

• 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 .

Option A: Run Now

Use Run Now to re-sync the selected error logs immediately, without scheduling anything.

1. Choose the execution method — Select the Run Now radio button.

2. Select the Action Process(es) — Select one or more from Action Processes that you want to re-sync.

3. Click Resync Now — Sinergify starts the resync immediately. Once the records are successfully resynced, a confirmation popup will appear.

   

Option B: Schedule for Later

Use Schedule for Later to configure a recurring resync that runs automatically at a specified time with a defined number of retry attempts.

To configure a scheduled resync:

1. Enable Schedule for Later – Turn on the Schedule for Later toggle.

2. Select the Action Process(es) – Choose one or more action processes that you want to resync.

3. Configure the Schedule Settings:

   • Select Time — Specify the time when the resync should run.

   • Sync Error Logs — Select how frequently the resync should run (for example, Daily or Weekly). If you select Weekly, choose the day of the week on which the resync should run.

   • Number of Attempts — Specify the number of retry attempts for failed error log synchronization.

   • Number of Attempts — Specify the number of retry attempts for failed error log synchronization.

     

2. Manual

The related list displays Jira Error Log records generated when a Sinergify operation fails, such as sending a comment, attachment, or SObject data. Selecting the detail icon allows you to view specific information for each error log.

To access the full error code and additional information, click the View Detailed List icon.

The following options are available in the dropdown menu for managing logs: