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Navigation: Integrations > IService Utilities Error Logging and Troubleshooting |
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There are two types of errors that might occur in processing these files: File processing errors and record processing errors. A file processing error occurs when iService is unable to open or read the contents of your input file. These are usually a problem with the path to the file, or the column headings within the file. These types of errors cause the utility to abort before any records are processed. Record processing errors occur while the utility is actively reading and processing rows from your file. These errors are caused by a problem with the data in the file, and only affect some records in the file. Common examples for both are shown below.
There are various conditions that will cause the overall utility to fail and not process any records. These include an invalid tenant, invalid file format/path/name, incorrect userID and password etc. Also, the field identifiers in the input file might be incorrect and thus none of the records can be processed. These types of errors are logged into the File Processing Results log file. When a File Processing Error occurs, none of the records will be processed.
Common File Processing Error Examples
HTTPS vs HTTP This error message indicates that the iservice.asmx page was not found in the location specified. If the website requires https and your path only includes http, you will receive the following error. Error processing filename: Login failure: The request failed with HTTP status 404: Not Found.
No Website Found If you type the web site address wrong you will receive the following error. Error processing filename: Login failure: The request failed with an empty response.
Incorrect Filename or Path If the file for processing is not at the location or is misspelled, the following error is generated. Error processing filename: Failed to open file: Could not find file 'path/filename'.
Input File is Open or Locked If the csv file you are using is open in Excel or otherwise locked, you will get the following error. Error processing filename: Failed to open file: The process cannot access the file path/filename' because it is being used by another process.
Incorrect Login or Password If you enter the username or password incorrectly, you will get the following error. Error processing filename: Login failure: Login name/password not recognized.
Missing DLL The AgentEmailBatch.exe utility requires the shared.dll file to be in its directory. If this dll is not present, you will get the following Windows error display:
After closing this window, you will see an error similar to the following in your DOS Command Line.
Unhandled Exception: System.IO.FileNotFoundException: Could not load file or assembly 'Shared, Version=1.0.0.0, Culture=neutral, PublicKeyToken=null' or one of its dependencies. The system cannot find the file specified. File name: 'Shared, Version=1.0.0.0, Culture=neutral, PublicKeyToken=null' at AgentEmailBatch.Program.Main(String[] args)
Invalid Column Headers The batch utility uses the column headings to identify the values for each record. If you misspell a column heading or use a value that is invalid, you will receive an error like the following. Error processing filename.csv: Line 1: : Invalid column headers: unknown field specified: ContactIDs.
Log for File Processing Errors
The naming convention for the log file is FileProcessing.inputfilename.log.
Two examples of these errors are as follows: At: 2009-12-22 08:53:05 Error processing TestFile.csv: Login failure: Login name/password not recognized.
At: 2009-12-22 09:11:03 Error processing TestFile.csv: Line 1: Invalid column headers: unknown field specified: interaction-AmountDuee
As shown above, the log file is appended with each additional error. |
Record processing errors are divided into two categories: Contact Import Errors and Agent Email Errors. When a Record Errors occurs, the offending record will be skipped but the other records in the file will be processed.
Common Record Processing Error Examples
Incorrect Value for Boolean Property Type This error message indicates that the record contained a value that is not true, false, or empty. If the property type you are using for the interaction property is Boolean, then the value for the record must be true, false, or left empty. You will receive an error like the following. Error processing filename.csv: Line 2: 'addref' column value must be 'true', 'false', or empty.
Invalid Topic ID Every interaction must have a topic ID that corresponds to a valid topic within your iService tenant. If you have an invalid topicID value, you will receive an error like the following. Error processing filename.csv: Line 3: Error sending agent email to contact ID 37: Invalid topic ID specified: 100.
Invalid Segment ID Every interaction must have a segment ID that corresponds to a valid segment within your iService tenant. If you have an invalid segment ID value, you will receive an error like the following. Error processing filename.csv: Line 4: Error sending agent email to contact ID 38: Invalid segment ID specified: 6.
Missing Required Fields Similar to the invalid value error above, you will receive an error for any record that is missing one of the required fields. If you missing values for required fields, you will receive an error like the following. Error processing filename.csv: Line 8722: Missing one or more required fields: emailbody, emailmailboxID, emailsegmentID, emailsubject, emailaddress, or emailtopicID.
Email Address Does Not Belong to Customer The process for sending an email or creating a ticket requires selection of one of the contacts email addresses. Since the contact may have more than one email address, it is not necessarily the same as the Contact-Login. If have a mismatch between the contacts login and their email address, you will receive an error like the following. Error processing filename.csv: Line 4: Error sending agent email to contact ID 141: Specified email address does not belong to the customer.
Attempting to Update Agent Records / Login Names are Read-Only Agents are not allowed to change the login of other agents unless they have sufficient access rights. If your input file contains agents that have rights equal to or above the accounts used with the batch utility, you will receive an error like the following. Error processing filename.csv: Line 2: Error updating properties for contact ID 2: Login names are read-only.
Log for Record Processing Errors
Contact Import Errors If records within the input file can’t be processed because of errors relating to the contact create or update process, details of those errors will be written to a contact import errors log file. This file will include the row# for each error, along with a description of the error. This file will ONLY contain error records.
The naming convention for this file is ContactImportErrors.inputfilename.log.
Agent Email Errors If records within the input file passed the contact validation but did not pass the interaction creation validation, they will be written to the agent email error log. This file will include the row number of the record along with the error reason, and will ONLY contain error records.
The naming convention for this file is AgentEmailErrors.inputfilename.log. |
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