Error search order API

Owned by Mattias Löfstrand
Last updated: 29 Sept 2020
2 min read

Problem

Users get an error message when getting price, availability, placing order or getting order history. 

Typical error message for end user is:

  • Error while connecting to back end

  • Error during placing order

Finding root cause for quick resolution

Main purpose to find a resolution as quickly as possible is to sort out if the error depends on 

  • Web Viewer (wrong in calls made) - contact support

  • Back end system (wrong reply or no reply from back end system) - contact back end system owners

  • Infrastructure (communication interrupted) - contact infrastructure team 

Step 1

Ensure to get the following information from the user getting the error:

  • user name and customer name/codes

  • time when error occurred

  • what operation caused the problem, e.g. get price, validate order, place order, get order history etc.

This information will give the name of the API call that failed and thus the file names to look for.

Step 2

Go to the place where trace logs are stored. The location is defined in profile.config as a parameter on the providers.

Based on the information in step 1, try to find the trace log file for the API call that failed.

Finding

Next step

Finding

Next step

Both a request and response file found

API returned a response. Continue with step 3 below.

Only a request file found

API was called but no response from backend system. Open request file and verify that content looks reasonable. Continue error search by

  • ensure netwok connectivity and based on outcome contacting back end system owners or infrastructure team.

  • also check AssertWeb.log for more information on the error, it might show additional information needed to investigate the problem.

No request or response file found

No call was made. This could be due to 

  • Error in Signifikant Web Viewer. Continue error search by looking in AssertWeb.log file to find possible exceptions during the time period. If such exception found, contact support.

  • Customer setup error. Continue error search by correcting customer setup.

Step 3

Open request and response files and look for error codes.

  • Error codes or strange content in request file, contact support. Ensure to include request and response file along with the corresponding section of AssertWeb.log and the user's actions to get this error.

  • Error codes or strange content in response file, contact back end system owners. Ensure to include request and response files, and a description of the user's actions to get this error.