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Troubleshooting CSM Activities

There are times where CSM processes will fail to occur or not perform as expected. In these scenarios, it may be necessary to troubleshoot the issue. Typically, this research will be performed by a support technician at Suite Engine or a Suite Engine partner, but in order to better assist these troubleshooting activities, you may be asked to supply additional details from Business Central. It is helpful, then, to be aware of the following troubleshooting tools in CSM:

  • API Messages: each sales channel has a list of related API functions for different activities such as creating new products, updating existing products, retrieving order information, sending inventory data, and so on. Whenever an API function is executed, a new API message record is created that contains the full history of the API call.  The table into which this message is entered will depend on whether you are working with the legacy or new API Engine:
    • Legacy API Engine: messages are entered in the CSM API Message table
    • New API Engine: messages are entered in the API Message table

To further assist in troubleshooting activities, the Last API Message Processed field on the CSM Order Channel page presents a link to the most recent API message that was generated for a channel order. In the event that a channel order fails to process, this link allows someone looking into the issue to quickly access the most recent API activity in which the order was involved, where it can then be researched.

  • Processing Log Entries: if you have defined a log level on the CSM Setup page, processing log entries are created for warnings, errors, new pieces of information, or changes to existing information that occur through the execution of an API function. To understand how API messages and processing log entries relate to each other, an API message might be generated when a function to retrieve a new channel order is executed, while separate processing log entries would be generated to reflect the creation of that new order, the entry of a customer on that order, the entry of a shipping address on that order, the entry of a payment method on that order, and so forth. In this way, a single API message can be related to hundreds of processing log entries.

In some troubleshooting scenarios, it is necessary to review the specific processing log entries that were created as part of a routine. While it is possible to access a list of all processing log entries in Business Central, a better option is to open the relevant API message and choose the Related Processing Log Entries action in the ribbon. This will present a list of processing log entries that is filtered by the relevant API message ID. From here, additional filters can be set to further streamline the information, and the necessary research can occur.