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Troubleshooting

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Common Issues

I can’t see my activities logged in Engage even though I’ve logged them in Lime CRM?

Description

You are performing Actions in CRM but you are not getting any points in Engage. This can be caused by a number of issues.

Solution

Here is list of checks you should make in the order they should be made in order to determine what went wrong:

  • Check that the Lime CRM Event Handler windows service is running
  • Check that your Activity Trigger is active Activity Trigger Configuration
  • Check that you have associated an Activity in Engage with the the Activity Trigger that your are trying to fire Testing Your Activity Trigger
  • Make sure you have generated an API key for the customer and added the API key to the application configuration Generate Engage API Key
  • Check that your Action will trigger an Event that will pass the filters configured on the Activity Trigger Activity Trigger Filters
  • Make sure the user email fetched by the Coworker Email Path matches the email of the User in Engage that your are testing Activity Trigger Configuration
  • Check that the user whose email matches the email at Coworker Email Path is part of the Engage competition that has the Activity associated with the Activity Trigger you are trying to fire
  • For on premise installations, check the event handlers logs. Engage logs A LOT. A lack of logs means Engage is not installed or you have silenced Engage logs by setting a higher log level in your config.yaml. Most Engage logs are logged at the INFO level

I made a mistake when creating a record in CRM. I fixed it by updating the record but it does not show in Engage

Description

If your Activity Trigger is only listening to create Events then when you update the record the Activity Trigger will not be listening for the update event.

Solution

  • Adjust the Activity Trigger to handle this case especially if this case happens often
  • Lime CRM Activities in Engage default to allow power users to log them manually. Power Users can manually log Activities to fix issues like this.

Duplicate activities are being logged

Description

You have a competition in Engage that is using Activity Triggers, however, you are seeing activities being logged when they shouldn't be.

Solution

  • Check your Activity Trigger Filters and ensure that they are configured correctly
  • A common reason for duplicate activities is Activity Triggers listening to Update events but the Activity Trigger Filters are not correctly utilizing the Has Changed condition.
  • Check the logs. Engage logs A LOT and will log every comparison that it makes when determining if an Activity Trigger should fire. You should be able to read the logs and follow the logic to determine where the mistake was made.

Can I get points retroactively for Actions in CRM I performed before the competition started?

Description

You've performed Actions in the CRM but you didn't know the competition hasn't started. These Actions were not logged to Engage because the Activity Trigger cannot log points to competitions that are not ongoing.

Solution

  • You shouldn't be getting points for Actions performed before the competition started thats how competitions work
  • If you really need to get these points, a Power User can manually log the Activity for you in Engage

My Filtering isn't working when comparing date/month/year/quarter/time

Description

You've set up an Activity Trigger and its filtering on a date/time/month/year/quarter field but it's not logging to Engage when I perform an Action in the CRM

Solution

Dates in CRM can be very unintuitive, especially when dealing with customers in non swedish timezones or with customers spanning multiple timezones. For on premise installations, check the event handlers logs. Engage logs A LOT. A lack of logs means Engage is not installed or you have silenced Engage logs by setting a higher log level in your config.yaml. Most Engage logs are logged at the INFO level.

Lime Admin 2 is reporting that the Engage API Key is missing

Description

You're configuring the Activity Triggers but when you save you get an error saying your Engage API key is missing

Solution

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