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Leo Support Team

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Posts: 214
Registered: ‎01-11-2016
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How do I troubleshoot Z360 sync issue?

Question or Problem Statement:
I have a record which has not been synced in SFDC. For example, the record is wrong, blank, mismatch in SFDC. How do I troubleshoot it? Where should I start at? If I can resolve it by myself then it is good. If it does really need a support ticket, how can I provide more useful information about the issue? So that the support guys can speed up on resolving my ticket.

For example, Z360 Real Time Sync(RTS) is enabled in my tenant. And I set "Maximum Data Change Events Before Sync = 1", which meaning that as long as there is a change/update in my tenant, the /update event would be picked up by the RTS. Let's say I canceled a subscription(Id: 8a8083535b328745015ca52c7a384b86) on 06/14/2017 15:56:14 AEST, I am expecting to see it in SFDC after 06/14/2017 15:56:14. However, it is not synced. What can I do with it?



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Leo Support Team

Support Team

Support Team
Support Team
Posts: 214
Registered: ‎01-11-2016

Re: How do I troubleshoot Z360 sync issue?

Solution:
You can try to locate the sync record by the steps below:
In your Zuora tenant, under your login name --> Commerce --> Synchronize Salesforce.com Data --> Sync History --> Filter by
Since the cancellation time is 06/14/2017 15:56:14 AEST, thus I set the "Sync Day From To" like the screenshot below:

 

1.png

 

Then I locate the record.After downloading the log, I searched the subscription Id, then I can see there is an error with it. Refer to the error, I can do further troubleshooting.

 

2.png

Supporting References:
https://knowledgecenter.zuora.com/CA_Commerce/A_Zuora_for_Salesforce/D_Troubleshoot_Zuora_for_Salesf...



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