Error search order API
- Mattias Löfstrand
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
Step-by-step error search
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 |
|---|---|
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
|
No request or response file found | No call was made. This could be due to
|
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.