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3362037 - Stack Trace Errors in WT&A Overview


Understanding Stack Trace Errors

In general, stack traces refer to a list of method calls that detail where in a code or script the application was when the output was made. This details the full path on how it got to that point as well, and can sometimes become very long. Below is a sample from a stack trace, showing the related process was working with an Exception, having gotten there while working through Time Off Request functionality. While this may be largely unreadable for many, this can be extremely helpful for the WFS Development teams to get a snapshot of exactly what is happening.

	at com.workforcesoftware.Gen.Policy.Exception_code.<init>(
	at com.workforcesoftware.Gen.Policy.Exception_code.getPolicy(
	at com.workforcesoftware.Gen.Policy.Exception_code.getNewPolicy(
	at com.workforcesoftware.Gen.Policy.Exception_code.getNewPolicy(
	at com.workforcesoftware.Policy.PolicySet.fillPolicyList(
	at com.workforcesoftware.Policy.PolicySet.<init>(
	at com.workforcesoftware.Gen.Policy.Time_off_request_rule.getDisplay_exception_set(
	at com.workforcesoftware.Gen.Policy.Time_off_request_rule.getDisplay_exception_set(
	at com.workforcesoftware.Data.timeoffRequest.TimeoffRequest.getTimeoffRequestExceptions(
	... 68 more

With the WT&A product, these most commonly comes up when an error occurs in the application. In these situations, the user may be redirected to an error screen or may see the stack trace embedded in a red exception while at a time sheet. In these situations, the output is commonly referred to as the "Stack Trace Error". While these error messages are not as user friendly and readable as messages that are carefully caught and handled, they allow for significantly more detail to be output, which can be used to debug the issue. As such, Stack Trace errors will most generally come up with either new errors, which have not been caught and handled gracefully yet, or with complicated errors where that level of detail is required.

What to do with a stack trace error

Any time a stack trace error is encountered, it indicates a problem with the system that needs to be resolved. In general, these should be reported to WFS Support to help with understanding. However, there are a few steps that can be taken in general to really help with any situation where a stack trace comes up. A user should try to collect as much of this as possible. The more details gathered, the more likely the team will be able to dig in far enough to determine the root cause and full fix.

1) Take a screen shot of the error. Even if the whole message cannot be seen, understanding where the error is can be very helpful. Make sure the Error Number can be seen, if applicable, and the URL.

2) Include that error number written out, if it is present. This is mostly in case the screenshot misses it, or the number isn't quite readable. This number can be used in the system error reports, and used to search through logs to get more detail on what took place.

3) Provide the date and time that this error was encountered. This is mostly helpful to be able to review the logs around that time.

4) Provide the steps on how to recreate, including the environment that this is happening in. If the WFS team can recreate the problem, it becomes much easier to troubleshoot.

5) If the user has access, run the System Error Report through the web application. This requires the date of the error and the error number mentioned above. The report will then have the full stack trace error, as opposed to a truncated version that may have appeared on an error screen or in the exception at a time sheet.

6) If the user has access, provide the server logs. This is particularly important for On Premise customers, where WFS may not have access. The logs from each load balanced node will be needed, since the error could be on any of them.

7) Try doing a search through the Knowledge Base if you can. This is much easier if more detail on the stack trace is available, per the report or logs. Not all stack traces will be represented in there, since they can vary greatly. But this may be able to give you some indication of what is taking place, and maybe even a simple workaround to use. Make sure to remove dynamic information before attempting this, such as dates, employees IDs, and such. You will want to search just for the key words that will be constant for an error.

Once you've been able to gather as much as this detail as possible, please create a ticket with WFS Support as appropriate. They will be able to review and assist further.



SAP WorkForce Time & Attendance (All Versions)


KBA , XX-PART-WFR-TAM , SAP Time and Attendance Management by Workforce Software , Problem

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