Troubleshooting

In Micro Focus Connect there are three main areas to review when a problem occurs during the run of a Connection. In the UI you can refer to the Connection Messages and Audit sections. The log files provide more details.

Connection Messages

Connection messages provide:

  • High level details about the Connection run. The details include: Where the Connection is within an iteration cycle, how many items are visible, what actions were taken, etc.
  • General errors encountered during the run. For example, an inability to connect to data sources, failure to access a project. You can find details of the problem in the Connect.log and Connect-Err.log files. Depending on the type of error, it may result in the Connection stopping. If you have setup email notifications, you will also receive an email regarding these errors.

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Audit

The Audit tab provides additional insight into items that were created or updated during a Connection run.

Select a Connection, and click the Audit tab.

To display audit information:

  1. Define a filter of the information you want to display in the left pane.

    To focus on failed actions, in the Operation Type filter, select Failed Action.

  2. Click Run. The most recent activity of the Connection is displayed, broken down by iteration, project, operation type, item type, and item.

If an error occurred, the information will include the failure cause, and optionally the failure stack trace with more details. In most cases, these messages are the error that is returned by the product in the Connection, for example, Jira or ALM Octane.

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Logs

The log files provide details on the context and the chain of actions that may have triggered an error.

The log files are located in the AppData\logs directory. The log files are generated using Log4j2.

The logs by default provide information and error level details, are compressed and rotated based on the information in the configuration file.

The configuration file is located in the AppData directory.

If you need to investigate an operation in more detail (for example, to provide information for Support to investigate an issue), you can turn on debug-level logs.

To enable debug logs:

  1. Open the log4j2.xml configuration file. Change all the log levels to level="debug".

    Example:

    <Logger name="com.connect" additivity="false" level="info"> <AppenderRef ref="DEFAULT"/> <AppenderRef ref="ERROR"/> </Logger> TO <Logger name="com.connect" additivity="false" level="debug"> <AppenderRef ref="DEFAULT"/> <AppenderRef ref="ERROR"/> </Logger>

  2. Save the log file. You do not need to restart the server. Shortly after updating the config file, the logs will be updated to reflect the new configuration.

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Common issues

Following are common issues that you encounter.

Issue: Invalid list values

Cause: This will commonly occur if you have not mapped all list values for a field, or if you add new enumerated values after creating and running a Connection.

Solution: Update and include additional values in the mapping.

  1. If you have added a new list value, click on the gear in the top right of the window and select Flush Server Cache
  2. Edit the Connection and the value mapping for the field.

Issue: Invalid user

Cause: Each product has its own representation of users, and may have multiple ways to represent users.

Solution:

  • If you have consistent representations in the products you are using in a Connection, you can choose that representation for the users. You do not have to add users maps.
  • If there are inconsistencies, or there are not equivalent representations, you need to add user maps.

Issue: An entity from my product is missing in Micro Focus Connect

Cause: If a project, type, field or field value has not been discovered by Micro Focus Connect, there are a few things you should consider:

Issue: A Run One Iteration fails to find a related item (item dependencies issue)

Cause: If you are running a Run One Iteration of items that depend on other items, for example syncing tasks and stories, it is possible that tasks get synced first, and will not find their story.

Solution: The first iteration will add the story, albeit after the task. One a Run One Iteration a second time. The tasks will then be linked to the story. If there are chained relationships you may need to run it multiple times.

Issue: Jira does not update or add items

Cause: Does your Jira board include everything, or is filtered?

Solution:

  • Check the Board in Jira, and see if the item in question is visible.
  • Review the Board settings to make sure the query is correct and all Status values are present.

ALM Octane Issue: Application Modules are not syncing properly

Cause: The sample workspace may not have the same Application Module names.

Solution: Make sure that the sample workspace uses the same Application Module names. This is necessary to be able to find the appropriate module.

A connection does not open for editing

Cause: You may have recently restarted the Micro Focus Connect service and the connection details have not loaded.

Solution: After restarting the Micro Focus Connect service, if a connection does not open, try again after a few seconds.

Items are not created in a data source

Cause: Micro Focus Connect cannot create new items in a data source if the user, whose credentials are used to define the data source, does not have sufficient permissions to create those items.

Solution: Check the permissions in the data source. Make sure the connecting user has Create permissions for the data type that is being synchronized.

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See also: