Problem
A user has differences between the report displayed on the application and his report displayed on Impac!
Causes and actions to take
Here is a non-exhaustive list of causes you can check on your side before reaching support:
0 Not the correct application or application not linked
Maybe the application you have linked do not share the data you are looking for with the platform...?
How to check it and what to do:
Have a look at the data sharing articles for your application: Maestrano Apps Marketplace.
1 Widgets settings not corresponding to applications settings
How to check it and what to do:
Does the time period set in the widget's settings panel correspond to the one chosen in the application? Please, have a look at our Widgets documentation to understand how your users can configure their widgets settings and compare them to the reports they can see in their applications.
2 Data synchronisation has not been requested / is pending / is performing
If the user has updated his data in the application without asking for a synchronisation, and if the application does not synchronise data in real time (e.g. Quickbooks, Xero, Shopify, etc.) then you will have a gap between data displayed on your dashboard and data displayed on the application. The user will face the same issue if the synchronisation is pending or if it's in progress.
How to check it and what to do:
Ask your user to have a look at his dashboard and check the synchronisation status and the time of the last successful synchronisation, and compare it to the time of the last update he did on his application. If the synchronisation is pending or in progress, then wait for it to be finished. If the time of the last sync is too old, perform a synchronisation.
Go to next step if this has not solved your issue
3 Detected synchronisation failure
If your user is receiving an error from his synchronisation, it may be related to an issue with the application API or application integration.
How to check it and what to do:
Ask your user to send you the error messaged displayed in his synchronisation status. Have a look at your logs for this specific application and understand the context:
- check the app's group_id in active_admin (in customer management, filter on your users or organisation to get the app's group_id - cld-xxxx)
- gather the information on the time when the sync failed and the error message displayed
- look into splunk: Connec! API + Connec! Jobs logs around the failure time and for this specific group_id (e.g.: "cld-xxxx")
- Depending on what you found, contact Maestrano support as the issue is coming from the sync or contact the application support directly if their API sent abnormal errors (e.g. 500 errors)
4 Undetected mismatched
If you have checked correctly steps 1 to 3 and you have not received any error from the sync, you will need to investigate, with your user - or at least his account if he gave you access to his account - , where the mismatch can come from.
How to check it and what to do:
Example for a mismatch between Xero balance sheet and Impac! balance sheet:
- Step 1: Detect the accounts impacted: compare account balances between Xero and Impac! - make sure you compare the same dates, like today's dates for example and make sure you are not dealing with a custom report - https://maestrano.atlassian.net/wiki/display/UKB/Account+Balance. If the issue is related to an account classification:
- check that the classification in the widget (or in Connec!) corresponds to the Xero classification in "Settings">"Chart of accounts"
- check that the classification in the widget (or in Connec!) corresponds to the Xero classification on Xero API (try the API previewer)
- If Xero API classification corresponds to what you have in Connec!: contact Xero support
- Otherwise, look at the logs related to this transaction sync (e.g of request: "cld-xxxx", "Account", and the account name in your log management tool - Splunk or Sumologic) : contact Maestrano support with the result of your investigation as the issue may come from sync between Xero and Connec!
- Step 2: Identify the period impacted: get access to accounts in Xero where the balances are different - you can go to the report balance sheet and click on an account to have access to the monthly balance. Detect the impacted month and Impac! widget (https://maestrano.atlassian.net/wiki/display/UKB/Account+Balance). When you have identified the period, use Connec! Account summary report (Accounts Summary) to compare if the same difference is observed between Connec! API and Xero UI:
- If yes: go directly to step 3
- if
- Connec! and Xero reports are similar: contact Maestrano support with the result of your investigation as the issue
- may come report generation
- Step3: Identify the transaction(s) impacted: by reducing the time interval (you can play with the dates on Xero Account summary report and on the Account Summary widget) and comparing figures, you can detect the impacted transactions
- Step 4: Identify at which step the issue is coming from (1/2): fetch transactions from Xero API (http://developer.xero.com/documentation/api/invoices/ and use the API previewer if necessary) and fetch transactions from Connec! API (use the correct endpoint - e.g. http://maestrano.github.io/connec/#invoices - and use filtering http://maestrano.github.io/connec/#api-|-querying-filtering-get):
- If you have differences between the platform and Xero UI but not between the platform and Xero API (i.e.: there is a difference between Xero UI and Xero API) - contact Xero support directly with the result of your investigation, the problem is coming from Xero
- If there is a difference between Xero API and Connec! API for this transaction, but not between Xero UI and Xero API, look at the logs related to this transaction sync (e.g of request: "cld-xxxx", "Invoice", and the invoice ID in your log management tool - Splunk or Sumologic) - contact Maestrano support with the result of your investigation, the problem is coming from the synchronisation
- If there is no difference for this transaction between Connec! API, Xero API and Xero UI, go to step 5
- Step 5: Identify at which step the issue is coming from (2/2): apply the same comparison to journals generated for this transaction ( http://maestrano.github.io/connec/#journals)
- If you have differences between the platform and Xero UI but not between the platform and Xero API (i.e.: there is a difference between Xero UI and Xero API) - contact Xero support directly with the result of your investigation, the problem is coming from Xero
- If there is a difference between Xero API and Connec! API for this journal(s), but not between Xero UI and Xero API, look at the logs related to this journal(s) sync (e.g of request: "cld-xxxx", "Invoice", and the invoice ID in your log management tool - Splunk or Sumologic) - contact Maestrano support with the result of your investigation, the problem is coming from the synchronisation
- If there is no difference for this journal(s) between Connec! API, Xero API and Xero UI - contact Maestrano support with the result of your investigation, the problem is coming Connec! report generation