Understanding Portal Logs (Events)

Learn more about the topic in this course.

Steps

1. Open Events for a specific entity

   • From the entity page, select See events. This pre-filters Events by the entity’s Entity ID.

   • Or copy the Entity ID from the URL of the entity page and paste it into the Entity ID filter in Events.

     

     Example: Order ID

2. Set a focused query

   • Start with Entity ID. Avoid broad keyword searches; they can be slow and noisy.

   • Optionally narrow by Entity (order, fulfillment, product) and time range.

   • If the issue involves a specific integration, add that filter.

3. Read the log line

   • Check the timestamp, integration, and operation (for example, “send order,” “create fulfillment,” “update product”).

   • Open the details to see the response from the target system. If the text is technical, select Explain on the related exception or entity to have Pippen translate it.

4. Decide the next action

   • If the error is due to data: correct the entity (addresses, phone, SKU, quantities) and Push from the app.

   • If the error is due to connector settings or mappings: update the connector, test, and Push again.

   • If the error comes from a downstream system: fix it there (for example, commit inventory in the ERP), then return and Push from the app.

Examples

• Order stuck with “Sent order failure – Stuck”

  • Open the exception from Events → Exceptions or the dashboard card, select Explain, follow the steps (for example, correct a field), then Push the order.

• ERP fulfillment creation failed

  • Correct the validation issue in the ERP (for example, add line items or ensure inventory is committed); return to the fulfillment and Push.

Troubleshooting

• No events show for my error

  • Some catalog and inventory issues appear as event failures without a linked exception. Use Entity ID to search Events directly.

• I’m not sure which entity to search

  • Start from the page where you saw the error (order, shipping request, fulfillment, or product) and use See events to open the correct log context.

• Event text is too technical

  • Use Explain on the related exception or entity to have Pippen translate it into steps you can act on.

Need Help?

If you need additional assistance:

• Use Ask Pippen, our AI agent, located at the top of the platform page.

• Submit a support request with as much relevant detail as possible. Learn how to submit a request.

• For urgent issues, email us directly at support@pipe17.com.

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