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portatour® automatically captures all exceptions and logs them, if possible. Error messages are logged as well. The protocol on the Exceptions page enables identifying error sources.
Should you contact the portatour® Support Team in the course of your troubleshooting activity (section Support), you can facilitate the debugging process by sending the Exception log to the support team.
All Exceptions that meet the filter criteria on top of the page can be found in the List tab. Following filter criteria are available:
- Users where the error had been logged
- Timestamp from
- Timestamp to
The number of records per page can be selected from the drop-down menu.
Click Refresh after changing filter options or the records per page respectively.
Highlight Exceptions by ticking the checkbox next to the exception's timestamp or, for all shown Exceptions, by ticking the Select All checkbox.
Click Email Selected to Support in order to email the selection to the portatour® Support (see section Support).
In case an Exception cannot be logged due to Salesforce restrictions, and the Exception message does not imply the Exception source, the portatour® Support Team may instruct you to enable the Exception Handling to abort processing after any Exception.
It is possible that you need to enable this Exception Handling for your entire organization, or for certain users, until midnight. If the Exception appears in portatour®, the current action will be aborted and Salesforce automatically sends an email to the portatour® Support Team with more details.
Extended Logging for Data Query Exceptions
If the Could not retrieve customer data error appears to one or more users, you can enable the extended Log for all users of your Salesforce organization until midnight.
When the Extended Logging is enabled, the portatour® server sends further information in case of an error – such as the data query text – together with the Exception message. These will be displayed to the user and stored automatically (see Exceptions). Extended information helps identifying the reason of the Salesforce SOQL data query exception (see also section What does 'Customer Data can not be retrieved' mean?).
It takes up to 10 minutes until the settings take effect.
Scheduled cleanup job
You can set up a Scheduled cleanup job that automatically deletes old Exceptions. This reduces the memory space needed for the log.
In the Older than drop-down menu, you can set how many days the exceptions should be kept for the protocol. Default setting is 30 days.
Set the Schedule for the time when the job should take place. The default setting is Daily at 12:00 AM.
Click Create Scheduled Job to create the clean up job. The job is displayed below. From now on, Exceptions that are older than the specified days will be deleted at the scheduled time.
The Delete Scheduled Job button that appears now deactivates the automatic clean up. In case you have already defined a job, you can save changes by clicking Recreate Scheduled Job.
Scheduled email job
Exceptions can be automatically sent to the portatour® Support Team to help tracing errors in the software and fixing them. By default, Exceptions are sent once a day. Delete the job or recreate it to change this behavior.
Set the time and press Create Scheduled Job.
Use Delete Scheduled Job to remove it.