Responding to Errors

This section describes the types of errors recorded by AccuSync and the features you can use to learn about and address them.

Types of Errors Recorded by AccuSync

AccuSync records fatal errors and synchronization errors:

•	A fatal error is typically associated with a lost network connection or system failure. In AccuSync, the name of a synchronization pattern that encounters a fatal error is displayed in red; clicking the tab next to the synchronization pattern name displays information about the error.

Tip: If AccuSync encounters a fatal error, consider increasing the network retry count, retry delay, or both. See Changing Network Settings for more information.

•	A synchronization error occurs when AccuSync is unable to synchronize issue records. This can happen for a number of reasons, including one or more of the following:

•	A field mapping was specified incorrectly (fields with mis-matched types, for example)

•	A field value specified for one system does not exist in the other

•	The issue record has been deleted from your ITS

If AccuSync encounters a synchronization error, verify that your AccuWork and ITS schema have the necessary fields, and that your mapping definitions and field mappings (including any filters and transformers they use) are specified correctly. See Making Changes to AccuSync™ Configurations for more information.

Note that only fatal errors prevent a synchronization from continuing.

Error Reporting

When AccuSync encounters an error executing a synchronization pattern, it displays the name of the synchronization pattern, and the affected ITS, in red. When you select a synchronization pattern, any errors associated with that synchronization pattern are displayed in the Errors table, as shown in the following illustration:

For each error, the Errors table displays:

•	The date the error last occurred

•	A brief description of the error

•	The number of the issue that caused it

The Errors table also contains a set of controls that let you:

(1) Quickly toggle the Delete Error check box for all issues. (See Deleting Errors for more information on this subject.)

(2) Navigate through pages of errors (when the number of errors requires multiple pages).

Tip: The center field in this set of controls shows the current set of all issues that are currently being displayed (1 to 3, as shown in the preceding illustration, or 1 to 25 of 678, for example).

(3) Quickly toggle the Ignore Issue check box for all issues. (See Suspending Synchronization for an Issue for more information on this subject.)

Searching for Issues with Synchronization Errors

Rather than scrolling through the errors table to locate an issue with a synchronization error, you can locate the issue directly using the Errors table issue search feature.

To search for an issue with a synchronization error, type the issue number in the Search issue number field and click the Search button.

Deleting Errors

You can delete errors from the Errors table. You might want to do this if the table has become crowded with errors that you have no intention of addressing, as might be the case with issues that are no longer active. For example, some ITSs do not allow you to make changes to an issue that has a status of Closed. If you make a change to such a record in AccuWork (adding additional information about the issue’s root cause or fix, for example), AccuSync will encounter a synchronization error when it tries to update the Closed issue on the other ITS.

Note: Deleting an error does not affect whether or not AccuSync tries to synchronize the associated issue; it simply removes the error from the log. AccuSync attempts to synchronize issues associated with deleted errors only if the issue has been modified since the last synchronization. Any associated ITS items and synchronization patterns that are highlighted in red (indicating an error) remain in red until you restart AccuSync.

To delete an error from the Errors table:

1.	Select the check box to the left of the error you want to delete.

Tip: To select the delete check box for all errors, click the check box in the Errors table heading.

2.	Click the Delete button under the Errors table.

Suspending Synchronization for an Issue

Use the Ignore Issue checkbox if you want AccuSync to skip the associated issue during subsequent synchronizations. You might want to suspend synchronization for an issue that is reporting errors while you troubleshoot the cause in order to eliminate repetitive entries in the Errors table (and to suppress email notification, if you have enabled it).

Note that AccuSync will not attempt to synchronize the issue as long as the Ignore Issue checkbox is checked. Once you have identified and addressed the root cause, clear the Ignore Issue checkbox and AccuSync will try to synchronize the issue again.

Tip: The Ignore Issue checkbox is checked by default. Use the Deselect all button to clear this field for all errors.

Email Notification

AccuSync emails errors it encounters if you have enabled email notification. (See Email Notification for AccuSync Events for more information.)

Changing Network Settings

AccuSync lets you adjust the number of retries and the retry interval that AccuSync should attempt in the event of a network error. You might want to adjust the default values for these network settings if you find AccuSync encountering fatal errors during synchronization.

To change network settings:

1.	On the AccuSync Management Console main page, click the Edit button () for the AccuSync Configuration whose network settings you want to change.

The Configuration page appears.

2.	Click the Edit Admin Details button.

The Admin Details for Configuration page appears.

3.	Click the Advanced Settings tab to expand that section.

4.	Increase the values in the Retry count and Retry delay (sec) fields as needed.

5.	Click the Save button.

Email Notification for AccuSync Events

If you want, you can configure AccuSync to send email when a synchronization:

•	Encounters an error

•	Is started or stopped

You specify this information on the Mail Settings panel of the Admin Details for Configuration page.

Note: AccuSync sends a separate email for each error it encounters each time the synchronization pattern is run. You can suppress repetitive email for any error you choose. See Suspending Synchronization for an Issue for more information.

To enable email notification for AccuSync events:

1.	On the AccuSync Management Console main page, click the Edit button () for the AccuSync Configuration for which you want to set up email notification.

The Configuration page appears.

2.	Click the Edit Admin Details button.

The Admin Details for Configuration page appears.

3.	Click the Mail Settings tab to expand that section.

4.	Select the AccuSync events for which you want email notification:

•	Encounters an error

•	Is started or stopped

5.	Complete the SMTP Host, SMTP Port, SMTP Username, and SMTP Password fields with values that are appropriate for your environment.

6.	The value in the Email subject field is used for all AccuSync email notifications, regardless of their type. Change the default value (AccuSync synchronization alert) as needed.

7.	Use the Send email to field to specify the email addresses of the individuals you want to receive synchronization alerts. This is typically the email address of the AccuSync or IT system administrator, as appropriate. Use commas to separate multiple email addresses.

8.	Click the Save button.