Platform SOAP API Troubleshooting

Gather Necessary Research Information

API Triage information is needed when submitting a ticket:

• Requests’ URI

• Body of the Request (if one was included)

• Time Request Submitted 

• Time Response Received (if there was a significant gap in time)

• Full Response Received

 

 

Basic Triage

• Is this a recurring or new issue? 

  • Recurring - Is there an existing ticket?

• What steps did you take to produce the issue?

  • Provide any screenshots as needed.

• Is the issue occurring on different networks?

• How are you performing your call (browser, Postman, cURL, SoapUI, etc)? 

  • Is the software you are using up to date?

• What is the impact on your company?

• How is this issue/question impacting your ability to do your job?

 

Why do you need to provide this information?

We request this information with any API inquiries as this provides most of the information that we need to properly investigate. Providing all this information with the initial inquiry will help to ensure that we are able to address the issues as quickly as we are able.

 

Interpreting the API Call

• Are you hitting the correct endpoint? Is the URI formatted correctly?

• Is the body formatted correctly? 

• Is this request in the Log Trace > API Logs?

  • If no, please check with your internal help desk to identify any network issues that could have prevented the request from sending.

SOAP Calls Are Failing

Please submit a ticket containing as much of the above information as possible to ARCOS Support for additional assistance.