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Viewing Processing Information for Siebel Loyalty Transactions

You can use processing information for Siebel Loyalty transactions to solve problems with the application.

You can see whether or not a transaction has succeeded or the reason it has been rejected by viewing the transaction log. The log is useful while you are setting up and testing the product. It is also useful when are responding to member inquiries regarding how many points are accrued or redeemed for a given transaction or promotion. You can also create responsibilities that make the log visible to member service representatives, so they can see which promotions applied to a transaction, how many points each promotion gave, why a transaction was rejected, and so on.

You can view the transaction processing log in the Processing Info view, which enables you to view information about the promotions processed, listed one under another in a single text field.

To view the processing status of a transaction

  1. Navigate to the Loyalty Transactions screen.
  2. In the Transactions list, identify the transaction whose result you want to view and click the hyperlink in its Transaction Id field.
  3. Click the Processing Info view tab. This view has the following fields:
    • Processed Date. The day on which the transaction was processed.
    • Transaction Status and Processing Substatus. These fields have the possible values described in Table 11.
    • Processing Error Info. This field has an error message on its first line. The rest of the field is context information that tells you when the error occurred; this information is available only if the error occurred in the context of an action or criterion. This field can contain generic or Loyalty-specific error messages. The Loyalty-specific error messages are described in Table 12.

      NOTE:  The Transaction Status field is in the Transaction form applet at the top of the screen. The other fields are in the lower applet. You can display this information for both accrual items and redemption items.

    • Promotions Processed. This field has information about which promotions were considered for the transaction and what each promotion resulted in. The information is available only if the transaction was processed successfully. First the promotions that qualified are listed with information about the actions being applied. Then the promotions that did not qualify are listed; promotions that did not qualify for the same reasons are grouped together.
Table 11. Status Field of Transaction Form and Substatus Field of Processing Info View
Transaction Status
Processing Substatus
Description

Processed

Success

The transaction was processed successfully and some promotions qualified for it.

Processed

No Promotions Qualified

The transaction was processed without any errors, but there were no promotions that qualified. This status is not necessarily an error condition, but it might point to some incorrect configuration like inactive promotions.

Rejected - Engine

Insufficient Member Balance

The redemption transaction attempted to redeem points from the member when the member did not have a sufficient point balance.

Rejected - Engine

Insufficient Point Blocks

The accrual transaction attempted to accrue points for a member when there were not sufficient points in the partner point blocks. This status means that the promotion has run out of points and either needs to be made inactive or the partner needs to buy more point blocks.

Rejected - Engine

Program Inactive

The Program to which the transaction belongs is inactive and hence not loaded in the cache.

Rejected - Engine

Attribute Definition Inactive

The attribute definition that the criterion or action is looking for is not available in the context of the transaction being processed.

Rejected - Engine

Error

There was a generic error during transaction processing that is not specific to the Siebel Loyalty Engine. This error can happen when there is some problem in the SRF such as a field on the business component is not properly configured and the Siebel Loyalty Engine attempts to use that field.

Troubleshooting Siebel Loyalty Using Processing Information

Use the information in the Processing Error Info field to troubleshoot problems. To resolve the problem, look for it in the list of Error Messages in Table 12.

Table 12. Loyalty-Specific Error Messages in the Processing Error Info Field
Error Message
Cause
Solution

Attribute $$$ not defined in current context.

This error occurs when a criterion or action references an attribute definition that is not available in the current context, for example, accessing a transaction attribute during promotion processing.

Check the definition of the action or criterion mentioned in the error message.

Attribute Definition $$$ is not active. Please check the configuration of your system.

This error occurs when a criterion or action references an attribute definition that has been made inactive.

Check to see whether the attribute definition is active or not.

Calculation of Accrual Expiration Date failed.

 

This error occurs when there is no dominant tier available for determining the expiration period length for the member.

Check whether the member has at least one active tier and if the tier class definitions for the program are active.

Point Type with Id $$$ is not available. Either it is incorrectly defined or it is no longer available.

 

This error occurs when the point type definition has been made inactive.

Check whether the point type definition for the mentioned row id is active.

The action failed to evaluate correctly. Please check the action definition.

 

This error occurs when there was an error in the evaluation of the action.

Check the definition of the Action mentioned in the error message. Make the Expression column visible in the Rule, Action List Applet and check whether it is a valid expression.

The Loyalty Program with Id $$$ was not found.

 

This error occurs if the program itself has been made inactive.

Check to see whether the Program is active or not.

The Loyalty Promotion with Id $$$ was not found.

 

This error indicates that the Promotion with specified row id is not available in the cache for processing. This error typically occurs in the context of bucket or tier processing when the promotion is not available because it is inactive.

Check to see whether the promotion is active and refresh the cache by using the Activate button.

The Member does not have any Tiers that can qualify as a Dominant Tier.

All members must have a dominant tier. If not, then this error occurs when the Siebel Loyalty Engine is trying to evaluate the expiration date of an accrual.

Make sure the member has a dominant tier. See Defining Tier Classes and Tiers.

The object type $$$ is not supported by the Siebel Loyalty Engine.

This error indicates that the value of the component parameter LOY - Engine Queue Objects specifies an object type that is not supported.

Check the value of the component parameter to ensure it uses valid object types.

The parameter $$$ required by the Siebel Loyalty Engine is not defined. Please check your system configuration.

This error indicates that the value of one of the component parameters is not specified or is specified but has an unacceptable value.

Check to see whether the parameter mentioned in the error message has an acceptable value.

The process was unable to find an available server routing key to register. Please check the Siebel Loyalty Server key definition of your system.

This error indicates that the Siebel Enterprise has more processes running for the batch component as compared to the number of unique Server - Process number combinations.

Check the MinMTServers and MaxMTServers parameters settings.

The promotion definition you are trying to access is not available. It is either invalid or does not exist.

This error indicates that the Siebel Loyalty Engine is looking for a promotion that is not active.

This error is most likely to happen in two scenarios - tier processing during which the Siebel Loyalty Engine looks for the promotion for that tier and the promotion is inactive. The other scenario is when a promotion is activated just during the Siebel Loyalty Engine startup process. Users must avoid activating/deactivating promotions when the Siebel Loyalty Engine is being started.

The value of the parameter %1 required by the Siebel Loyalty Engine is incorrect. Please consult your documentation for additional information.

This error indicates that the value of one of the component parameters is not specified correctly.

Check to see whether the parameter mentioned in the error message has an acceptable value.

There are not sufficient points available to redeem.

This error indicates that the member does not have sufficient points to redeem. This cause is an acceptable cause for failure of transaction processing.

Check the member's available balance and verify if the member can make the redemption.

There are not sufficient points in the Point Blocks to accrue points for the member.

This error indicates that the partner does not have sufficient points to accrue from for the member and has run out of points.

Check the point blocks for the partner on the promotion mentioned.
    
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