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  1. Step-by-step troubleshooting

    1. Verify upstream delivery (SonWin → WCF Service)

    Follow the guide: Troubleshooting Client -> PartnerPortal

    Confirm:

    • The WCF service is running

    • Incoming XML messages are logged (type FacilityTaskExchangeApi.Log)

    • The correct environment (Test/Prod) is used


    If messages ARE logged but do not appear in Partner Portal → continue to Step 2.

    2. Check IntegrationApiService → ApiService communication (Application Insights)

    1. Open Azure Portal

    2. Navigate to Application Insights → PartnerPortalInsights_XXX

    3. Open Logs

    4. Query Traces

    Use either:

    • Time range filtering around when the message was sent

    • Or search using a correlation id / case id / customer id if available

    3. Identify failure type

    Look for errors originating from:

    Symptom in logsLikely cause
    401 / 403Authentication / Managed Identity / API permissions
    404Wrong endpoint or route mismatch
    400Contract mismatch / invalid payload
    5xxApiService failure or unhandled exception
    Timeout / TaskCanceledExceptionNetwork / firewall / service unavailable
    Serialization errorsDTO mismatch between services
    No trace at allIntegrationApiService never called ApiService

    4. Decide where to fix

    Configuration issue (Azure)

    • Missing role assignment

    • Wrong base URL

    • Environment mismatch

    • ClientID / ClientSecret / Scope misconfiguration

    Code issue

    • Mapping failure

    • Contract mismatch

    • Validation failure

    • Unhandled exception in ApiService

    Result

    After identifying the error in Application Insights:

    • Fix configuration issues in Azure when authentication or routing fails

    • Fix code when payload handling or processing fails




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