Troubleshooting the Stella Connect Integration in Salesforce:
1. Confirm that the Send Stella Connect Request at DateTime field is being successfully set on the Case (or whichever object you have set as your base object). The field should be filled with a timestamp if the case was closed and was eligible for a survey, meaning it met all the requirements of your workflow rules.
- An error message in the Status Details column and/or
- A 1 posted in the failures column or total batches 1/batches processed 0
- If there is no error on any of the Stella Connect jobs, then remove any filters you may have set on the view and review all jobs for the timeframe of the integration being disabled. Look at all the jobs that are being run: you might find some correlation between the failures and runs of other jobs that are interfering with Stella Connect jobs.
Known issues:
- Apex job error: First error: Job object is locked and currently processing. This does not allow the next job to schedule. It does not generate any notifications. Please reach out to support if you experience this issue.
Types of Salesforce Integration Error Notifications
From the Stella Connect App:
These error emails are generated by the Stella Connect integration itself and will be sent to the email address(es) entered on the Stella Connect Configuration page in Salesforce. Our team will also be copied on these error notifications, for reference. These emails reference errors created when survey requests created in Salesforce are missing required information, like a customer email address or employee email address/ID. When this required information is missing from a survey request, the communication between Salesforce and the Stella Connect API endpoint will trigger an error email for you. In the email you receive, there will be a link to the record(s) that created the error, so you can review them and resolve the root cause.
Note: For versions 1.19 and above, these errors will NOT disable the Stella Connect integration in Salesforce. For versions 1.18 and lower, these errors may auto-disable the integration. If you are still utilizing version 1.18 or lower, please use the links provided here to update to the most up-to-date version.
From SF Apex exception emails:
When there is a Salesforce Apex Exception Error, Salesforce will send an email notification directly. Apex Exception Errors occur outside of the communication between Salesforce and the Stella Connect API, which means that we cannot send notification emails for these errors. Please ensure that the admin chosen to receive these emails is an active user who is able to actively monitor any received Apex Exception error emails sent by Salesforce.
Apex errors may cause the Stella Connect integration to be disabled by Salesforce. Unfortunately, this is outside of our control, and resolving the root cause of any exception error is the best way to avoid auto-disabling of the integration.
From Stella Connect:
Emails with the subject line API Error Alert come from the Stella Connect application and reference failed survey requests, visible on the API Request Status page in your Stella Connect account (Settings > Integrations > API Request Status). These failed survey requests will NOT disable your Stella Connect integration in Salesforce.
Comments
0 comments
Please sign in to leave a comment.