2312327 - Template for reporting issues with Custom Boomi processes

This KBA lists out the basic information that should be provided by the customer/partner when reporting issues with the custom Boomi Interfaces.

And also, what does the term 'Custom Boomi Interface/Process' actually mean.

Boomi

What is a Custom Boomi Process?

1. Any process that was developed by either of the below is called a custom Boomi process-

    a. The customer themselves

    b. By their Implementation Partner.

    c. By SAP Professional Services team

2. Also the process developed using the 'Standard SAP provided Templates' is termed as a Custom Process.

3. And if the standard iFlow delivered by SAP has been modified even with a change as small as 'adding a parameter to the Connector Operation', it will be termed as a Custom Process.

Mandatory Information that should be provided in the case while creating it-

1. Boomi account detail (if reported by implementation partner)
2. Boomi Process Execution Id (Refer KBA #2153006 to find this information)
3. In case of process failure, the error message you see.
4. And if the issue is specific to some employee records(for eg: record not being returned or returned with incomplete data), provide some example employee id's.
5. Also, SFSF Instance Id and support username for such issues to check the relevant API Audit logs in the system.
6. And the most important thing- Please make sure you report the case within 2-3 days once you notice the issue because after that the logs from 'Cloud Atoms' get purged and then we may not be able to help you find the root cause for that issue(and this is especially to be NOTED in case of data issues).

NOTE: Now there might be a case where in the customer has no access to Boomi or they have the AMS team working and cannot provide us the execution Id. So for such cases, they need to provide below details-

1. Boomi process name.
2. The timestamp when they got the error OR when the final output file was generated and sent to them OR when they got the email notification for this process execution.(attach the email to the case)

KBA , LOD-SF-INT-CUS , SF Boomi & CPI (HCI) Custom Content , LOD-SF-INT , Integrations , How To