Transaction Log
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    Transaction Log

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    Article Summary

    Article Overview

    The following article describes the Transaction Log screen. It details its structure and explains how to use it for platform-wide troubleshooting.

    Why Use The Transaction Log Screen?

    The Transaction Log 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 Transaction Log screen, platform users can maintain and investigate different issues by performing the following actions:

    • View detailed information on different levels:
      • Transaction
      • Service
      • Step
    • Resume a transaction's last Request Identifier (RID)
    • Re-run a specific transaction RID
    • Download, view, and analyze log files

    (See Figure 1 and Figure 2)

    To navigate to the Transaction Log screen, perform the following steps:

    Figure 1: Integrate Tab

    1. Click the Integrate tab (1).

    Result:

    The Integrate tab options appear:

    Figure 2: Transaction Log Option

    1. Click the Transaction Log option (2).

    Transaction Log Screen

    Figure 3 and Table 1 describe the structure of the Transaction Log screen.

    Figure 3: Service Logs Screen

    Table 1: Service Logs Screen

    Number

    Name

    Description

    1

    Search and Display Filters

    Enables to display and filter the transactions list by:

    • Search - enables searching transactions according to a transaction ID or customer details
    • Environment - Dev or Prod
    • Process Name
    • Journey Type
      • All
      • Digital Journey (process)
      • E-Signature Processes (EasySign)
    • Transaction Status
      • All
      • Opened
      • Link Sent
      • Pending
      • Completed
      • Failed
      • Expired
      • Cancelled - transactions can be canceled using the Journey Tracker, for additional information, click here
    • Date Range

    NOTE
    Once you selected all the desired filters, apply them by clicking the Update button 

    2

    Resume

    Enables to update the list of transaction according to the selected display filters

    3

    Re-Run

    Enables to re-run selected transaction/s

    NOTE
    • The Re-Run button becomes available when one or more transactions are selected
    • For additional information about the Re-Run button, see the Using Re-Run section
    4

    Transactions List

    Displays a list of transactions

    NOTE
    For additional information about batches, see the Transactions List section

    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.
    NOTE
    The Service Logs screen displays time relative to the time configured on EasySend's servers located in the Amazon Web Services (AWS) data centers and may not reflect your actual time zone. 
    • Transaction Status:
      • Success.
      • Failed.
      • Pending
    NOTE
    The pending status is temporary and should change to Success or Failed in a few minutes. If a transaction displays a permanent Pending status, please contact our support team.  
    • Additional actions:
      • Re-Run
      • View Logz.io 
    NOTE
    • The View Logz.io option is only available for internal EasySend usage.
    • For additional information about Re-Run, see the Using Re-Run section.

    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

    NOTE
      • 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.
    NOTE
    • The View Logz.io option is only available for internal EasySend usage.
    • For additional information about Re-Run, see the Using Re-Run section. 
    • For additional information about the Download Log option, see the Investigating Failures using JSON Files section.

    Figure 6: Second Level - Service

    NOTE
    To drill down to the third level, click a 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. 
    NOTE
    For additional information about the file download icon, see the Investigating Failures using JSON Files section.

    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).

    NOTE
    • If transactions are not displayed after clicking the Update button, adjust the display filters and click the Update button again. If the Load more button appears, use it to load additional transactions.
    • If you are looking for a specific transaction according to its Master RID, search and copy the information using the Journey Tracker. Click here for additional information about the Journey Tracker.

    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

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

            Result:

            A JSON file is downloaded.

    1. Open the JSON file using software such as Notepad ++.
    NOTE
    • A JSON is unreadable without using dedicated software such as Notepad ++ or Microsoft WordPad. To continue, make sure you have suitable software.
    • In our examples we will use Notepad ++ with a JSON Viewer plugin and the Format Viewer option. 
    1. 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

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

    Figure 13: Failed Service

    1. Click the failed step (5).

                Result:

                The step level list appears:

    Figure 14: List of Steps

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

            Result:

            A JSON file is downloaded.

    1. Open the JSON file using software such as Notepad ++.
    NOTE
    • A JSON is unreadable without using dedicated software such as Notepad ++ or Microsoft WordPad. To continue, make sure you have suitable software.
    • In our examples we will use Notepad ++ with a JSON Viewer plugin and the Format Viewer option. 
    1. 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

    NOTE
    The information learned during the investigation can be used for internal troubleshooting. In case further assistance is required, please contact our support team and provide your findings.

    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

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

            Result:

            The step level list appears:

    Figure 18: List of Steps

    1. 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.

    Warning!
    Please be aware that using the Re-Run button to resubmit an entire transaction will trigger the process again. This means that all output communication channels (email/SMS) defined in the process will be sent to the end user once more. To avoid this situation, resubmitting a single service or a group of services is recommended.   

    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

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

    You can also Re-Run a specific transaction by clicking the three dots and clicking the Re-Run option

    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

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

    You can also Re-Run a specific service or a group of services by checking their checkboxes and clicking the Re-Run button

    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. 

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