SAP Knowledge Base Article - Preview

3457830 - Order status updates not working between SAP Commerce Cloud and SAP Emarsys Customer Engagement

Symptom

  1. The integrations between SAP Commerce Cloud and SAP Emarsys stopped working.
  2. Error in Backoffice logs:
    {"instant":{"epochSecond":1713196756,"nanoOfSecond":246498223},"thread":"hybrisHTTP30","level":"ERROR","loggerName":"de.hybris.platform.odata2services.odata.errors.CustomODataExceptionAwareErrorCallback","message":"Handling exception class de.hybris.platform.integrationservices.search.ItemNotFoundException: [OutboundSyncCronJob] with integration key [EmarsysCustomerOutboundChannelCronJob] was not found.","endOfBatch":false,"loggerFqcn":"org.apache.logging.slf4j.Log4jLogger","contextMap":{"RemoteAddr":"[X.x.X.x] ","Tenant":""},"threadId":311,"threadPriority":5,"origin":"PLATFORM"}

    Debug logs from DefaultItemDeletionService:
    "[Trigger] with integration key [EmarsysCustomerOutboundChannelCronJob|0+0+*+*+*+%3F] was not found."

  3. Order status updates in Emersys implemented via Webhooks and in the Backoffice found inactive configuration for:
    EmarsysCart: EmarsysCartWebhookConsumedDestination,
    EmarsysOrder: EmarsysOrderWebhookConsumedDestination,
    EmarsysCustomerReview: EmarsysCustomerReviewWebhookConsumedDestination,
    EmarsysStockNotification: emarsys_wishlist_destination.

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.


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Environment

SAP Commerce Cloud 2211

Product

SAP Commerce Cloud 2211

Keywords

integration, emersys, emarsys, webhook, ip filter , KBA , CEC-SCC-COM-ITG-EVE , Event Tracking , Problem

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