Service Logs

Article Overview

The following article describes the Service Logs feature. It details the structure of the Service Logs screen and explains how to use it for platform-wide troubleshooting.

Why Use Service Logs?

The Service Logs screen is an operational tool that presents platform users with a detailed view of the status of different technical occurrences (services) that occurred throughout EasySend's transactions. Using the Service Logs screen, platform users can maintain and investigate different issues by performing the following actions:

• View detailed information on different levels:
  • Transaction.
  • Service.
  • Step.
• Re-submit transactions and services.
• Download, view, and analyze log files.

Navigate to the Service Logs Screen

(See Figure 1 and Figure 2)

To navigate to the Service Logs screen, perform the following steps:

Figure 1: Integrate Tab

1. Click the Integrate tab (1).

Result:

The Integrate tab options appear:

Figure 2: Service Logs Option

2. Click the Service Logs option (2).

Service Logs Main Screen

Figure 3 and Table 1 describe the structure of the Service Logs screen.

Figure 3: Service Logs Screen

Table 1: Service Logs Screen

Transactions List

The following sections describe the transactions list.

Transaction List - General Structure

(See Figure 4)

The transactions list displays a list of transactions with the following information:

• Master RID - a unique identifier of an EasySend transaction.
• RID - a unique identifier of an EasySend step. the RID is nested under the masterRID. When creating a transaction, it can be divided into steps, for example, when using the Workflow Manager. Each step will receive its own unique RID as part of its URL, for example: player-demo.easysend.app/customer/onboarding/page0/0?lang=en&rid=qDzVpy_U7gY.
• Journey Name.
• Journey Type.
  • Digital Journey.
  • E-Signature Processes. 
• Timestamp.

• Transaction Status:
  • Success.
  • Failed.
  • Pending

• Additional actions:
  • Re-Run
  • View Logz.io 

Figure 4: Transactions List

Transaction List - Data Presentation and Organization  

(See Figure 5 to Figure 7)

The data presented in the transaction list is organized into three different levels:

• First level - transaction, each row in the list is a unique transaction of a digital process.

Figure 5: First Level - Transaction

• Second level - service, each row in the list is a technical occurrence that was attempted during a specific transaction. Technical occurrences include:
  • System integration and communication services.
  • Workflow outputs (Email/SMS).   
  • Field-specific services such as:
    • Coded conditions.
    • Computed values.
    • Autocomplete.
  • The information displayed at this level is:
    • Service Name.
    • Service Type:
      • Integration Service.
      • Workflow Output.
    • Timestamp.
    • Service Status.
    • Additional actions:
      • Re-run.
      • Download Log.
      • View Logz.io.

Figure 6: Second Level - Service

• Third level - step, each row in the list is a step of a service that was attempted during a specific transaction. The information displayed at this level is:
  • Step Name.
  • Step Type.
  • Timestamp.
  • Status:
    • Success.
    • Failed.
  • File download - downloads a JSON file with information about the step. 

Figure 7: Third Level - Step

Troubleshooting Scenarios 

(See Figure 8 and Figure 9)

Each level described in the previous sections offers different troubleshooting tools. Each troubleshooting process starts with displaying the first level - transactions. To display transactions, perform the following steps: 

Figure 8: Displaying Transactions

1. Select an Environment (1).
2. Click the Update button (2).

        Result: 

        A list of transactions appears (3).

After displaying transactions you can view their status:

Figure 9: Transactions Status

• Success - all services of the transaction were executed successfully.
  
• Failed - one executed service (or more) during the transaction failed. 

Investigating Failures using JSON Files    

(See Figure 10 to Figure 15)

A transaction can fail due to a failed service and/or step. To investigate failures using JSON files, perform the following steps:

Figure 10: List of Transactions

1. Locate the desired failed transaction from the list (1) and click it.

        Result:

        The service level list appears:

Figure 11: List of Services

2. From the list (2), Locate the failed service.
3. Click its three dots (3) and click the Download Log option (4).

        Result:

        A JSON file is downloaded.

4. Open the JSON file using software such as Notepad ++.

5. To learn about the failure using  the JSON file:
   1. Search for objects with keywords such as "null" or "false".
   2. Navigate to the bottom of the JSON file and search for the "error" field.

Figure 12: JSON File Information Example

6. To further investigate the failure of the service, perform the following steps:

Figure 13: Failed Service

7. Click the failed step (5).

            Result:

            The step level list appears:

Figure 14: List of Steps

8. From the list (6), Locate the failed step and click the icon (7) to download the JSON file.

        Result:

        A JSON file is downloaded.

4. Open the JSON file using software such as Notepad ++.

5. To learn about the failure using  the JSON file:
   1. Search for objects with keywords such as "null" or "false".
   2. Navigate to the bottom of the JSON file and search for the "error" field.

Figure 15: JSON File Information Example

Retrieving an Email Attachment  

(See Figure 16 to Figure 18)

In case a transaction finished and an email attachment/s was supposed to be received by the end-user and did not, perform the following steps:

Figure 16: List of Transactions

1. Locate the desired transaction from the list (1) and click it.

        Result:

        The service level list appears:

Figure 17: List of Services

2. From the list (2), Locate the desired Workflow Output service and click it.

        Result:

        The step level list appears:

Figure 18: List of Steps

3. Click the icon (3) to download the email attachment.

Using Re-Run 

(See Figure 19 to Figure 22)

The Re-Run button/option enables you to resubmit an entire transaction or a group of transactions and also to resubmit a specific service or services of a transaction.

To use the Re-Run button to resubmit a transaction, perform the following steps: 

Figure 19: List of Transactions

1. Locate the desired transaction from the list (1) and check its checkbox.

        Result:

        The Re-Run button (2) is now active:

Figure 20: Active Re-Run Button

2. Click the Re-Run button and follow the instructions on the screen.

As previously mentioned you can also resubmit a transaction's service or a group of services. To do so, perform the following steps:  

Figure 21: List of Transactions

1. Locate the desired transaction from the list (1) and click it.

        Result:

        The service level list appears:

Figure 22: List of Services

2. From the list (2), Locate the desired service.
3. Click its three dots (3), click the Re-Run option (4), and follow the instructions on the screen.
4. Click the Re-Run button and follow the instructions on the screen.

Escalation to EasySend's Support

In some cases after exhausting all self-troubleshoot options, you may be required to escalate the problem to EasySend's support. For example:

• A transaction is in a Failed status but all services are in a success Status. In this case, try to resubmit the transaction (as described in the Using Re-Run section) but if the problem persists, contact EasySend's support.
• A transaction is in a Failed status and no services are visible. In this case, try to resubmit the transaction (as described in the Using Re-Run section) but if the problem persists, contact EasySend's support.
• A transaction is in Pending status. In this case, wait for its status to change but if the problem persists, contact EasySend's support.