Troubleshooting

Published Date: 01-06-2026

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Troubleshooting is a new 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, User access. Such issues can lead to integration failure and refixing the metadata can easily enable the sync back again.

  • When the server doesn't respond, or due to any firewall, certification or any 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.

The Error logs can be Re-synced in two ways.

  1. Automatic

  2. Manual

1. Automatic: For the Automatic error log list we have a separate tab in the admin settings named “Troubleshoot''.

  • Enable the toggle button to sync the error log records.

  • Admins can also generate reports by clicking on the "Generate Report" button.

  • To re-sync the error logs, select the action process you want to re-sync and click on the "Resync Now" button.

  • 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 resynchronize by clicking on the Schedule button.

  • Users can also schedule error logs, irrespective of the count.

2. Manual: The related list shows Jira Error Log records created while any operation in Sinergify fails, whether it is sending a comment, attachment, or any other SObject information. Once you click on the detail icon, you will be able to see the details of the error logs.

  • To view the detailed error code, click on the ‘View detailed list’ icon as highlighted in the image below.

  • Users will have the 3 options in the dropdown.

  • Archive: You can archive any Jira error logs to remove them from the list.

  • Re-Sync: The error log records that are created asynchronously for any system failure or data failure can be resynchronized.

  • Show Details: Click "Show Details" to see detailed error logs; users can resync and archive from the error log detail page.

Note: To know in detail about the error log, follow the Document.