The purpose of this document is to assist campus users in troubleshooting Integration Broker-related errors and issues. Depending on where the error occurs, responsibility for troubleshooting and resolution may reside with the campus, the CHRS team, or another support group.
Common causes of integration errors include:
- Invalid or incomplete campus data
- Duplicate records or transactions
- Database link (DB Link) connectivity issues
- Unexpected Campus Solutions system outages
- Unexpected CHRS system outages
- Integration Broker configuration or processing issues
This message is commonly encountered in Modify a Person, Maintain Person of Interest (POI), Recruiting, Student Mod, and TAE. Unfortunately, it is a generic error message that can be caused by a variety of issues.
Before submitting an Optimize Case to the CHRS Application Development team, review the following troubleshooting steps to help identify and potentially resolve the issue.
Only certain CHRS Production Support databases are configured for Integration Broker. Each year, campuses designate one of their masked Campus Solutions databases to connect to one of the Sunday CHRS Production Support environments (HACHRPSA/ HACHRPSB). Campuses are responsible for maintaining the integration configuration in the designated masked CS database on a biweekly basis.
Before troubleshooting an integration issue, review the CHRS Non-Production page to confirm that the CHRS environment you are using has Integration Broker configured. If it does, use the CSU IB Monitor page to verify that your campus URL is configured correctly and review the Campus Solutions Integration Broker configuration before opening a support case.
Although campuses do not have access to review Integration Broker messages in CHRS, there are several steps that can be taken to help determine the cause of an integration issue before submitting a support case:
- Determine whether the transaction occurred during a scheduled CHRS or Campus Solutions maintenance window.
- Use the CSU IB Monitor page to verify that the Integration Broker domain is active and that the campus URL is configured correctly.
- If the employee has associations with multiple campuses, compare the employee's Modify a Person data in CHRS with the corresponding data in your Campus Solutions environment to ensure standard values are consistent.
- Validate the Integration Broker configuration in Campus Solutions.
- Review the Synchronous Messages in Campus Solutions to determine whether an integration message was generated and identify any associated errors.
A person will generally only exist in CHRS but be "missing" from Campus Solutions if they are a shared employee. If the shared employee was created through the CHRS Recruiting Mod, a specific workaround process is required to successfully create the corresponding record in Campus Solutions. Since that process was not followed, the recommended next steps are:
- Work with your Campus Solutions team to confirm that the individual does not already exist in Campus Solutions.
- If the record does not exist, manually create the individual using Add/Update a Person in Campus Solutions.
- Using the Campus Solutions-generated Employee ID, manually create the User Profile in CHRS.
- In CHRS, update the employee's phone number to 333-333-3333 using Modify a Person.
- In Campus Solutions, verify that the phone number was updated through integration.
- In CHRS, change the phone number back to the employee's original value.
- In Campus Solutions, confirm that the original phone number was successfully updated.
A User Profile may not be created in CHRS for several reasons. The most common scenarios are when the individual was created as an Unknown Person of Interest (POI) or when the individual is a shared employee and the CHRS Recruiting Mod was used to create the record.
If the CHRS Recruiting Mod was used to create a shared employee and the required workaround process was not completed, the following steps must be performed:
- Work with your Campus Solutions team to confirm that the person already exists in Campus Solutions.
- Using the Campus Solutions-generated Employee ID, manually create the User Profile in CHRS.
- In CHRS, update the employee's phone number to 333-333-3333 using Modify a Person.
- In Campus Solutions, verify that the phone number was updated through integration.
- In CHRS, change the phone number back to the employee's original value.
- In Campus Solutions, confirm that the original phone number was successfully updated.
An Unknown Person of Interest (POI) can be created in several different ways. Once an Unknown POI has been created, the record will not automatically trigger the integration process. To correct the situation,
- Create a POI Relationship of "Future Hire".
- Confirm User Profile was created.
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