What information does Eloqua Support need in an API case?

Lou PatrickLou Patrick Posts: 343 Gold Badge

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

In example, 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

In example, you're importing custom object records to Eloqua through API but the custom object services are not running. It would be helpful to see if you can create a custom object record manually directly through the App and see if the custom object 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 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, along with the response Eloqua returns.

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 proper permissions 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. Also take a look at Action Permissions and access to Contact Security labels.

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