Connection; Down; Monitor; Connect; Troubleshoot;
There is a Vuture Only article on this topic here.
Overview
This process is offered for InterAction only.
If a connection to a client’s CRM is down for more than a set period of time we can send an automated email to the SystemAdmins of the instance, notifying them that we have lost connection.
In the email we can include the details of the instance and the CRM that they will need to troubleshoot.
A “Monitor CRM connections” task looks for CRMs with "Monitor this connection ticked" in the system configs. According to the interval of the task it will then check at those intervals to see if the CRM is responding.
To avoid false positives we will look for two checks in a row not responding (e.g. if the interval is 5 minutes then there would be two sequential checks required to fail, 5 mins apart). If we get a failure then we do two things:
1. Mark in our DB that the CRM connection is Down. Any items in the queue for that CRM will check the DB to see if they should attempt to write back or not.
2. Send a notification to email addresses entered against each CRM - the notification is an actual Vuture email.
When the CRM connection comes back up we will mark it as “Up” in our DB and send the Up email to the same list of email addresses.
We have some placeholders in the email to pass in the error response and the URL of the CRM. They are:
{InstanceUrl} {TimeStamp} {CrmName}.
Contact your Client Success Manager to enable this monitoring process.
Instructions to Enable Monitoring of a CRM Connection
Detailed instructions for Vuture Client Success Managers to follow are given here.
Your CSM will create the notification emails.
Vuture's CSM will create two emails, to be emailed automatically to the client contact(s):
Down email - in the event that the connection to the CRM is lost, and
Up email - when the connection is restored.
They have 3 variable placeholders available to use in these emails:
{InstanceUrl} gives the name of the Vuture instance – useful if you have more than one.
{TimeStamp} gives the date and time when the check for the connection indicates that the connection is Up or Down.
{CrmName} gives the CRM connection affected – useful if you have more than one.
It is recommended that the two emails are created in the Global Forms area of the Vuture instance, to keep them out of the way of general users (or use any container that is unlikely to be accessed by general users).
