How to Analyze CRM API Logs via ELK (Kibana)

Overview

Issues related to CRM record updates or creations, such as when changes are not reflected as expected, can often be traced back to discrepancies or failures in API communications between CRM and dBRM. These issues are diagnosable by examining API request and response logs. By leveraging ELK (Kibana), it is possible to filter and inspect the relevant API interactions to identify root causes, such as missing or incorrect data fields in the request.

Solution

To analyze CRM API logs through ELK (Kibana), follow these steps:

1. Obtain Required Information

• Request the API request and response logs from the CRM if not already available.

• Collect the BAID (Business Account ID) provided by the CRM interface or support.

• Use the BAID to find the corresponding CAID (Customer Account ID) through the dBRM GUI.

2. Filter Logs in Kibana

• Log in to ELK (Kibana) and navigate to the appropriate log index.
• Use the CAID to filter the logs:

kibana

caid:"<CAID_VALUE>"

Focus on HTTP methods such as POST, PUT, or PATCH used for record creation or updates.

3. Identify Discrepancies in API Requests

• Inspect the request payload for fields relevant to the reported issue (e.g., emailAddress).

• Compare what the CRM claims to have changed with the actual data sent in the API request.

• If the field is unchanged in the request, it suggests the update was not transmitted from the CRM to dBRM.

4. Cross-Verify Using CRM Tools

• Optionally, verify the request logs directly in the CRM:

  • Navigate to CRM → Tools → API Log Manager.

  • Search for the transaction using timestamp, user, or entity identifiers.

  • Review the logged API request and response for validation.

This approach enables a precise understanding of where data synchronization failures occur and whether the issue lies within the CRM interface or during the API communication.

Reference Documentation

• Kibana Query Language (KQL) documentation

• CRM → Tools → API Log Manager (refer to CRM documentation for access details)