OOB Clarity Rally Integration Errors

Products

• Clarity PPM SaaS

Issue/Introduction

Is there any documentation around the different sync error messages we can get in Clarity?  We are finding that if the items is in error and we are not reviewing it the same day, the “To Clarity” section of the integrations doesn’t show us what those older sync errors are from.  I was unable to find much documentation when I did my own search.

Resolution

Resources for searching Integration errors:

• Self service/Support Knowledge Base articles
• Check Tech Docs Release Information - Change Impact and Upgrade Guide
• Clarity Communities
• Open Broadcom Support ticket and provide the error message and Support will investigate

Recommended steps for troubleshooting Integration errors (in no specific order)...

• Review the Staging table to find record specific data errors. The staging table will only capture real time reproducible errors, by design it gets wiped each run.
  - Keep in mind when reviewing the Integration sync errors, by design, the Clarity staging table data is removed from Clarity every time the Synchronize Mapped Information job is run. Review the Staging Table in Clarity
• Clarity Job log in Report and Jobs > Jobs > Job log
• Clarity System logs (app-ca.log, bg-ca.log)
• Review the Clarity Grid field 'last sync status' and 'last sync message' for 'Failed in Clarity' or 'Failed in Rally' and 'Updated on' information
  - There is a 'Last Sync Message' field on the object in Clarity, it has the 'Updated on' time for that object, and the timestamp can be used to correlate with the output of the staging table in 'To Clarity' and 'To Rally' sections from most recently run sync job.
  - There is also a 'Last Sync Status' that can be used in a filter view to see only those that have failed.
  - Note: The OOTB Clarity/Rally integration fields for  'last sync status' and 'last sync message' have not been updated since their introduction. They do display values for 'Failed in Clarity' or 'Failed in Rally' when appropriate, but additional detailed information is not readily available.