Once the CRM sends a dedicated message to change the dictionary item, the Service Optimization suite is expected to return the exact same object to the CRM, meaning that ALL the used integration components are valid.Set up a dedicated custom dictionary (or dedicated item of an existing dictionary) with a corresponding outgoing message upon change (with an action to return the actual changed item).For end-to-end checking of the Service Optimization integration, an overall feedback communication loop test can be configured as follows:.Where no result is the correct state, and a result means that it should be re-checked a few seconds/minutes later (if there is a result again, an alert needs to be sent to the Administrator). Another criterion for an automatic alert can be used: "Select top 1 W6Key from w6outgoing_messages where MessageStatus = 0 or MessageStatus = 3 order by TimeCreated".In order to monitor the outgoing integration status, use the following typical SQL query: "Select Count(*) from w6outgoing_messages where MessageStatus in (0, 3)".
This table includes all messages (until purged) with their time stamp, destination, and status. The Service Optimization stores the outgoing integration queue in the W6Outgoing_Messages database table.See Logs for details about the integration logs default location, file names, and additional log information. The Service Optimization Integration Manager component allows for optional logging of incoming/outgoing integration content to log files (all communication, erroneous messages only, or no logging).Monitoring the Integration Manager (steps 2 and 3 below) needs to be done only ONCE for the entire system (and not for every server/component).
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