Verifying and Troubleshooting Synchronization Results

  1. Once you have run the full synchronization, verify the status of the processes.

    Access the Service Operations Monitor in CRM after first full synchronization (Integration Broker, Service Operations Monitor, Monitoring, Asynchronous Services, Monitor Overview):

    Image: Service Operations Monitor in CRM

    This example illustrates the fields and controls on the Service Operations Monitor in CRM.

    Service Operations Monitor in CRM

    Notice that the service operations will show up in the Done column once they are run.

    Access the Service Operations Monitor in FSCM after first full synchronization (Integration Broker, Service Operations Monitor, Monitoring, Asynchronous Services, Monitor Overview):

    Image: Service Operations Monitor in FSCM

    This example illustrates the fields and controls on the Service Operations Monitor in FSCM.

    Service Operations Monitor in FSCM
  2. Spot check details of synchronized assets between CRM and FSCM. In CRM, access the Installed Assets page of one of the assets:

    Image: Install Assets page in CRM

    This example illustrates the fields and controls on the Install Assets page in CRM.

    Installed Assets Page (CRM)

    The asset information between two applications should reflect the same data. Navigate to the History tab and review results:

    Image: Installed Assets page - History tab

    This example illustrates the fields and controls on the Installed Assets page - History tab.

    Installed Assets - History Page (CRM)
  3. In FSCM, compare the Asset – General Information page (Asset Management, Asset Transactions, Owned Assets, Basic Add, General Information):

    Image: Asset - General Information page (FSCM database)

    This example illustrates the fields and controls on the Asset - General Information page (FSCM database).

    Asset - General Information Page FSCM

    Review asset details on all pages of the Asset component. Compare the asset detail information between two applications; it should reflect the same data. Navigate to the Operation/Maintenance page, and so on):

    Image: Operation Maintenance page

    This example illustrates the fields and controls on the Operation Maintenance page.

    Operation and Maintenance Page
  4. Troubleshoot any errors:

    Access the Integration Broker Asynchronous Monitor (Service Operations Monitor, Monitoring, Asynchronous Services, Detail of Transaction). Click the Error link to view error messages:

    Image: Instance Error Messages page

    This example illustrates the fields and controls on the Instance Error Messages page.

    sm_Integration Broker Asynchronous Monitor (Error Messages)

    After performing the full synchronization of Assets, if some of the pre-required values like Location or Employee ID are not in Sync between CRM and FSCM, the Integration Broker Transaction will end with status of ERROR. The detail will display unmapped values.

    If using the delivered system sample data, the process on the CRM side will end in an error due to a mismatch of values of Location and Employee ID. The following steps could then be used as a work around :

  • Create those values in CRM before running the full synchronization process and resubmit.

    • The unmapped EMPLIDs are mostly those that start with "KU" and "RS".

    • The unmapped Locations are likely QUEBEC and US005, among others.

  • Modify the XML. Edit the message, copy it to any editor and identify the values, then replace. Resubmit.

  • After the successful completion of the process, INSTALLED_PRODUCT_FULLSYNC, if some assets from FSCM do not appear as part of the Help Desk's Installed Assets, it would likely be caused by mapping-related setup that did not included the specific combination of Manufacturer ID, Asset Subtype, Model ID, and Product ID.