Sean Hoppe Consulting Group

Cleo EDI Integrator support issues should not be difficult but sometimes end-users might need to call a Cleo support Engineer. When users call Cleo Support there are items that can help the end-user move the ticket faster and help resolve the issue faster.

Many times the Cleo Support Engineers will be better equipped to support and answer  customers’ issues when issues are emailed to pasupport@cleo.com.

In the part 1 of our posts, we will review Inbound Translation Issues and Outbound Translation Issues.

Inbound Translation Issues

Before calling support, take option #4 (Work with incoming application data log) from the mailroom and locate the respective inbound translation entry/log.

In the example below, we have a few formula errors.

If the inbound message queue does not provide enough information, then we would want to look at the job log:

310610/HOPPES/TRNSTD4414

If the end-user is unable to make the determination of the error, then providing this information to the Cleo Support will help resolve your issue.

Outbound Translation Issue

Before calling support, take option #9 (Work with outbound application data log) from the Mailroom Menu and locate the respective outbound translation entry/log.

After we placed an “M” on the entry to get the messages below. There are several issues occurring. One of the issues is related to an External File Lookup for F4104K13. More information on the EFL issue can be reviewed in the job log:  689580/HOPPES/A000322612

To see the job log:  689580/HOPPES/A000322612 we can place a ‘J’ on the outbound log entry to see more information (below)

In addition to placing a “J” or “M” on the outbound log entry, users can also place an “E” or “F” on the entry. Below we placed an “E” on the entry and we see that ST02 is null

ISSUE STILL UNRESOLVED

If end-users are still perplexed about the inbound or outbound issue, providing screen shots of the message Queue, segment/element errors and the job log, will help Cleo. End-users can send this information to pasupport@cleo.com.