Most of the communication between dBRM and CRM is handled by API management.

CRM workoder creation/modification related issues we can analyze through API request/response.

How to Analyse CRM API logs via ELK(Kibana)

 

Contents

Any updating/creation related issue in CRM.. 1

Filter out CRM API logs. 2

Analyse API request taken by customer from CRM.. 2

 

Any updating/creation-related issue in CRM

When a customer raises an issue regarding updates or creations in the CRM, we should first request the API request/response of the CRM from the Customer.After getting the above data, we can see what exactly the customer is sending the data to dBRM, even we can also check by below steps:

Filter out CRM API logs

The customer will provide BAID, we have to search for CAID from the dBRM GUI, then we can search for CAID in ELK

We can see that the attribute “emailAddress” is not changed in the request API, even customer has changed in the CRM

Analyse the API request taken by the customer from the CRM

Note: We can also check ourselves by opening CRM --> Tools --> API log manager (screenshot attached)

"{"externalReferenceId":"5.91228","source":"CRM","operationType":"UPDATE_ACCOUNT_DETAILS","productWrapperDatas":[{"serviceWrapperDatas":[{"serviceType":"POSTPAID","serviceAttributes":[{"alias":"SERVICE_TYPE","name":"SERVICE_TYPE","value":"MULTI_ORDER"}]}]}],"ipAddress":"10.35.64.0","orderLineItems":[{"source":"CRM","oldexternalReferenceId":"5.91228","productWrapperDatas":[{"serviceWrapperDatas":[{"serviceAttributes":[{"name":"SERVICE_TYPE","alias":"SERVICE_TYPE","value":"POSTPAID"}]}]}],"originSource":"CRM","workOrderAdditionalFields":[{"name":"MSISDN"},{"name":"CHANGE_BILLING_CYCLE","value":"N"},{"name":"UPDATE_PERSONAL_DATA","value":"Y"},{"name":"UPDATE_CREDIT_CLASS","value":"N"},{"name":"UPDATE_BILL_FORMAT","value":"N"},{"name":"MARK_BILLING_ON_HOLD","value":"N"},{"name":"UPDATE_BILLING_ACCOUNT_RESTRICTION_STATUS","value":"N"},{"name":"UPDATE_ACCOUNT_STATUS","value":"N"}],"operationType":"UPDATE_ACCOUNT_DETAILS","externalReferenceId":"5.91228","executionOrder":"1","operationDetails":{"billingAccountDetail":{"contactMedium":[{"medium":[{"type":"MOBILE","number":"355682609572"}],"type":"TELEPHONENUMBER"},{"medium":[{"country":"Albania","number":"355682609572","streetTwo":"Tirane","emailAddress":"agimidrizi@gmail.com","stateOrProvince":"Albania","city":"Tirane","streetOne":",,PALLATI NR 83\/1 SHK 4,","postcode":"1001","type":"EMAIL"}],"type":"EMAIL"},{"medium":[{"country":"Albania","number":"355682609572","streetTwo":"Tirane","emailAddress":"agimidrizi@gmail.com","stateOrProvince":"Albania","city":"Tirane","streetOne":",,PALLATI NR 83\/1 SHK 4,","postcode":"1001","type":"POSTALADDRESS"}],"type":"POSTALADDRESS"}],"billPresentationMedia":"Paper","billFormat":"Detailed","action":{"reason":"Address Change","remarks":"Address Change"},"creditClassRef":{"creditClass":"DNA_Score Band 5"},"ipAddress":"10.35.64.0","fullName":"AGIM IDRIZI","billingCycleSpecificationName":"CYCLE_1","accountNumber":"5.91228","chargingPattern":"POSTPAID","customerAccountRef":{"relationType":"PARENT_CA_RELATION","accountNumber":"CA0000638474"},"billingOnHoldStatus":true,"currencyCode":"ALL","demographicParameters":[{"name":"Floor"},{"name":"Apartment"},{"name":"Entrance"},{"name":"Building Name"},{"name":"Delivery Code"},{"name":"Latitude"},{"name":"Longitude"},{"name":"Tax Exemption","value":"No"},{"name":"District_Neighbourhood","value":"Tirane"},{"name":"Address Id","value":"5.91228"},{"name":"emailAddress","value":"agimidrizi@gmail.com"}],"preferredLanguageId":"sq"}}}]}"