Troubleshooting an Existing Integration — Required Information
This page describes what information is required when raising a 03-EDI ticket for an integration that has stopped working or is producing errors. Providing complete information upfront allows the Boltrics integration team to investigate without unnecessary delays.
Note
This page applies when an integration between 3PL Dynamics and an external system (such as SAP, Shopify, Exact, or WooCommerce) was working before and has now broken or is producing unexpected results. If you are setting up a new integration, see New Integration Setup — Required Information instead.
Required Information Checklist
1 — Integration Identification
| Field | What to provide |
|---|---|
| External system name | E.g. SAP S/4HANA, Shopify, Exact Globe, WooCommerce |
| Integration / interface name | The name used internally or in 3PL Dynamics to identify this integration |
| Protocol | REST API, SOAP, SFTP, EDIFACT, X12, Webhook, etc. |
| Direction | Inbound, Outbound, or both |
| Environment | Production, test, or sandbox |
2 — What Changed?
Integration failures are often triggered by a change on one side. Answer the following:
| Question | What to provide |
|---|---|
| When did it stop working? | Approximate date and time, including timezone |
| Was a 3PL Dynamics update applied? | If yes, state the version number |
| Were any settings changed in 3PL Dynamics? | E.g. endpoints, credentials, mappings, job queue |
| Did the external party make changes? | E.g. new API version, credential rotation, endpoint change, firewall update |
| Did the message volume or content change? | E.g. new fields, new message types, larger payloads |
3 — Error Details
| Field | What to provide |
|---|---|
| Error message | The exact error text, HTTP status code, SFTP error code, or EDI acknowledgement code |
| Where does the error appear? | In 3PL Dynamics, in the external system, or in middleware / a log file |
| Timestamp | Date and time of a specific failed message, including timezone |
| Message / transaction ID | Any reference number to trace the specific message in both systems |
| Frequency | Does this affect all messages, or only specific ones? Under what conditions? |
| Scope | All companies and environments, or only a specific one? |
4 — Raw Message and Logs
Attach as much of the following as possible:
- The raw failing message (request and/or response for REST/SOAP; raw EDI segment for EDIFACT/X12; file content for SFTP)
- Error log or trace from 3PL Dynamics (see How to get the call stack)
- Error log or response from the external system or middleware
- Screenshot of the error as it appears in the UI
Tip
Anonymize personal or commercially sensitive data before attaching. The raw message is the single most useful piece of information for diagnosing integration failures.
5 — Comparison with a Working Message
If any messages are still succeeding, provide a comparison:
| Field | What to provide |
|---|---|
| Example of a successful message | Attach or describe a message that works correctly |
| Difference from the failing message | What is different between the successful and failing message? |
| Last known working date | The most recent date on which the integration worked correctly |
6 — Partner Technical Contact
Provide the contact details of the technical person at the external party, in case direct coordination is needed.
| Field | What to provide |
|---|---|
| Name | Full name of the technical contact |
| Direct email address | |
| Phone | Phone number (optional) |
Submitting the Ticket
Once you have gathered all the above, go to Creating a Support or Change Ticket and select category 03-EDI. Attach all relevant files in Step 4 — Add Attachments.