Troubleshooting Order Processing

When an order is processed through the Order Orchestration Framework, every step is recorded in a Process Event. This page explains how to find errors, inspect callouts, view logs, and resolve common issues.

Process Events

Process events are created for every order execution. They contain:

• Callouts made to other systems, including endpoint and time to execute

• Payload for each individual callout

• Errors from third-party systems

• Detailed logs on the order processing

How to Find Process Events

Through Events

1. Go to Events in Limio.

2. Click on Process Events in the upper right corner.

3. Search by Created Date (you will need to have "Filter by Created" activated). You can also filter to show only process events with errors.

Through Subscriptions

If you are looking for a specific customer:

1. Go to Subscriptions and search for the customer.

2. Find the Event table and click on the event you are interested in.

3. Click on the Process Events link.

Inspecting Callouts

Limio allows you to view each callout made to a third-party system during order processing. The callout table includes a timestamp, the specific endpoint called, and the time taken to perform the callout.

Viewing Callout Details

Click on any individual callout to view the payload sent to the endpoint.

Inspecting Zuora Callouts

When looking at callouts to Zuora, the most important callout is typically the POST to https://rest.apisandbox.zuora.com/v1/orders (or the production equivalent). By inspecting this callout, you can see the exact payload sent for a New Order, Cancellation, Add/Remove Product, Update Product, etc.

1. In the process event, find the Callout table.

2. Click on Details for the callout you want to inspect.

3. You'll see a JSON view of the callout including errors, request timings, and order details.

Learn more about how Limio processes different customer events in Zuora: How Limio Events Update Zuora.

Viewing Processing Logs

To see a step-by-step breakdown of what happened during order processing, scroll to the bottom of the process event page and look for the Message header section. This shows all processing logs with timestamps.

Errors from Third-Party Systems

If a third-party system fails, the process event includes the top-level error message and detailed logs.

For example, Zuora might reject an order because of a missing product code — this means the Limio Offer wasn't properly configured.

Understanding Zuora Errors

When a Zuora callout fails:

1. Select the v1/orders POST request in the callouts table.

2. Expand the response object and copy the error code value.

3. Look up the code in the Zuora Error Code Documentation.

Common Salesforce V3 and Platform Event Errors

Error: "No such column 'firstName' on sObject of type i42as__OrderEvent__e"

This means a field referenced in the platform event doesn't exist on the i42as__OrderEvent__e object. Check:

• The field exists in Salesforce Setup > Platform Events > OrderEvent__e > Custom fields

• The field name is spelled correctly (field names are case-sensitive)

• Custom fields end with __c (e.g., firstName__c, not firstName)

Error: "STRING_TOO_LONG"

The content in a specific field exceeds the character limit set on the platform event field. Modify the field length in the platform event field definition in Salesforce Setup.

Important: Any platform event that triggers this error will not be resent and will be lost.

Error Webhook for Automated Monitoring

Instead of manually checking process events, you can configure an Error webhook to be notified automatically when any plugin fails. This is useful for:

• Alerting your operations team via Slack, PagerDuty, or email

• Feeding failures into a data warehouse for tracking

• Triggering automated retry or recovery workflows

See Webhooks and Notifications for configuration details.