To ensure a faster resolution time on API related cases that get submitted to Eloqua support, it would be helpful if you can provide the following information when you first submit the case:

1) An explanation of the use-case or business objective and end goals that you're hoping to achieve using API.

Eg: You might want to import data from an external system to Eloqua. It would be helpful to touch on why you want to bring the data to Eloqua and what you want to do with it. Again, this is all on a high-level to help us understand your use-case and keep it in mind as we're devising technical solutions.

 

2) Whenever possible, try to determine if the issue is an API issue or whether the API is just bringing the issue to the surface.

Eg: You're importing data cards to Eloqua through API but the datacards services are not running. It would be helpful to see if you can create a data card manually directly through the App and see if the datacard services run. If they don't, then this would confirm that the issue is not API related.

 

3) Once you think that the issue is API related, the two most important pieces of information are the REQUEST AND RESPONSE header and bodies. What we're interested in here is not so much your Java or C# code that's executing the API calls but rather the API request that gets sent to Eloqua as a result of the code execution - or whatever method you're using to execute these API calls. One good way to get that request header and body is to run a web tool called Fiddler that would allow you to monitor the traffic on your computer -- including the API calls. You can drag and drop a call from the left side of the window to the composer tab and see the Request header and body. You can also monitor the response header and body that way too. Another tool that can be helpful too is Firebug which is an add-on on firefox. The response code result -- 200, 400, 403, along with the exact message are very important as well.

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4) It's also important for support to have an understanding of: How long has the issue been occurring for? When did it start? Is it intermittent or does it occur all the time? When was the last time that the client you were able -- if ever, to run a similar request successfully?

 

5) Please provide us with a sense of the business impact that this issue is having on your operations

 

6) For authentication/privileges issues, ensure that the user has the API security Group and that the credentials are valid. You can verify whether the credentials are valid by attempting to login to the application -- using the API user credentials, the same way any Eloqua user would.

 

With all this information provided in the case, you will ensure that your case gets routed quickly to the appropriate resources at the support team and get the attention and action needed in a timely manner.

Thanks,

Tarek