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


  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 [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.



SAP Commerce Cloud 2211


SAP Commerce Cloud 2211


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

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