Diagnosing nCino Auto booking with FIS IBS Connectware Problems With Glyue Run Histories
This document’s intended use is to allow you to diagnose and solve potential nCino issues on the fly.
It is Sandbox Banking’s assumpting that you have access to Glyue and to the flow chart provided to you before production go-live. If you do not have this, please create support ticket to retrieve a new copy.
When Should I Use This Page?
When you’ve attempted to book a loan through the automated booking tab and received an error message like this:
FAILED TO BOOK IBS LOAN {Salesforce Record ID} TO THE CORE: {Error Messages}
When you see a message like this and do not why this issue occurred
When you see a message like this and don’t know where the field is in nCino that Sandbox Banking is using to map with
Already Know Where To Go?
Search through Sandbox Banking’s repository of Error Resolution pages to find a potential solution to your problem:
Note: If you don’t see one that matches then please open a ticket through your Glyue Help Center.
Not Sure Where To Go First?
Step 1 – Log Into Glyue
Step 2 – Navigate to the “Run History” Tab
Step 3 – Find the Most Recent Run History for the Loan in Question
If you just booked the loan, this should be the first run history at the top of the scroll bar
If you are diagnosing an issue with a loan that was booked later, please use the Text Search option on the right-hand side to search for the loan id in question.
The loan id (usually the lookup key in nCino) is also present after
LLC_BI__Loan__c/
in the loan’s URL in nCino, as seen in the example below:If you can’t find the Text Search option, please create a support ticket
Please note that most integration runs that have issues will have a red ! next to the integration name
If the details section of the Automated Booking Summary page in nCino does not show a failure but instead has a message that says BOOKING SUCCEEDED this means that the loan booking actually failed.
Run histories for these runs will not have the red ! but will still have errors when you open the run history.
These errors are called runtime errors and cannot be handled the same way in nCino.
Step 4 – Select the Run History to Get More Information About the Booking
Step 5 – Find the REQUEST Step(s) That Has the Red ! Next to the Request
Click on the REQUEST step(s) to open the Details page
Errors will be in the Response section on the Details page
To find errors, scroll through or use the find feature (with ctrl + F) in the Response section until you find an error message that matches what was displayed in nCino.
Most of these messages are clear on what the issue is, but the Response section will show you which service request it falls under, which will help you in the next step if the message doesn’t have a clear solution for you.
Most booking errors will be in the REQUEST cw_loan_reg
Errors are produced in cw_loan_reg but the real issue is deeper in the service request
The failing service request’s request and response information live within the cw_loan_reg request, as the cw_loan_reg request is the failing service request’s parent request in the integration. To learn more about parent/child relations with service requests and how to find them in your integration, please go here.
However, failures can also be seen in service requests outside of cw_loan_reg
An example of this is our above example, where the error is in the request cw_add_cra, which is not a child service request of cw_loan_reg
Some errors will also include what is called a Stack Trace which provides the pure code response from the error. You do not need to analyze this section but should include it when you open a ticket for your SDE.
To copy the Stack Trace for pasting into your new ticket, click the copy button:
This will grab all the information in the field and allow you to paste it anywhere you need it.
This button appears next to all the Details fields and has the same purpose.
Step 6 – Retrieve Error Message and Potential Cause from the REQUEST
Step 5 has prepared you to retrieve the necessary information to search for a solution.
Retrieving potential cause from the REQUEST:
The cause of the issue will be in the
ApplMsgList
field within the response of the REQUESTApplMsg
is the list of responses from ConnectwareApplMsgTxt
: Cause of the issueApplMsgFld
: E-code field that created the issue
Using the cause and E-code of the issue in your search in Step 8 can provide you will a useful and quick fix for your problem.
Retrieving the original error message for your search in Step 8
Copying the entirety of the DETAILS section from the Automated Booking Summary page will be enough to use for your searching purposes in Step 8.
Step 7 – Find Where the Field is in nCino that Sandbox Banking is Mapping
Step 5 has prepared you to retrieve the necessary information to search for a solution.
Retrieving potential cause from the REQUEST:
The cause of the issue will be in the
ApplMsgList
field within the response of the REQUESTApplMsg
is the list of responses from ConnectwareApplMsgTxt
: Cause of the issueApplMsgFld
: E-code field that created the issue
With the retrieved E-code and Service Request, you can easily find where this field lives in Glyue and what field Sandbox Banking is using for mapping.
Navigate to the “Build” Tab:
Navigate to the “Service Request” Component:
Use the Find tool to Search for the Failed Service Request:
Access Field Mappings for the Service Request:
Right-click on the Service Request:
Click Go To at the bottom and select Field Mapping
Find Field Where Failure Occurred and Review the Value Field:
Click the open button on the Value field:
The value Sandbox Banking is mapping lives here:
Step 8 - Find the Error Resolution Page For Your Error
Sandbox Banking has a repository of Error Resolution pages for your to search through so that you can either fix the issue yourself or provide more information to your SDE on opening a Glyue Help Center ticket for the issue.
By inserting the error message provided to you by Glyue in the search box below you will be presented with potential Error Resolution pages that match your specific error.
Note: If you don’t see one that matches then please open a ticket through your Glyue Help Center.