Employee Document Management (EDM) troubleshooting and FAQ - Support and Troubleshooting

Employee Document Management (EDM) troubleshooting and FAQ .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Troubleshoot common issues with Employee Document Management (EDM) and the EDM Bulk Imports feature. EDM provides centralized storage and a complete view for all employee documents. The Bulk Imports feature copies employee documents from an external third-party cloud-based storage location or a local network directory to Employee Document Management.

This article covers common EDM issues, with a focus on bulk import troubleshooting.

In this article: Import errors

Import Capture fails: Failed to get HTTP Response Import Capture fails: No sensors defined Import Capture fails: Invalid URI Import Verify fails: No credential found Configuration

Specify a MID Server for bulk import Windows-based MID Server compatibility Connectivity and debugging

Debug SSH connection issues Debugging tips for EDM import issues Tips for debugging bulk import jobs Document management

Retention policy not purging documents Doc viewer does not support non-PDF files PDF attachments deleted automatically

Import Capture fails: Failed to get HTTP Response Error messages:

"Failed to create attachment: Failed to get HTTP Response" MID Server logs show: "Unbuffered entity enclosing request can not be repeated" Cause: This is a MID Server permission issue. The AttachmentSink API on the MID Server cannot upload files to the instance.

Solution: Assign one of the following role configurations to the MID Server user:

sn_hr_ef.admin role Or both of the following:

sn_hr_ef.document_import role sn_hr_ef.document_writer role

Import Capture fails: No sensors defined Error messages :

"Unable to complete file capture step. Failure details: Failed to create attachment: Failed to get HTTP Response" ECC queue shows: "No sensors defined" Cause : The configured user (user name in the SSH credentials) does not have admin access.

Solution : Verify the SSH credential user has admin access. For verification steps, see EDM Bulk Imports .

Import Capture fails: Invalid URI Error message : "java.lang.IllegalArgumentException: Invalid uri" (visible in the ECC queue response)

Cause : File names contain spaces, which causes the capture process to fail.

Solution : Apply the workaround documented in this known error article .

Note : This issue occurs in the Paris release and is fixed in Orlando

Import Verify fails: No credential found Error message: "Configuration test was unsuccessful. Change the configuration values and try again. Error: No credential found for types [SSH Password,SSH Private Key] with credential tag [sn_hr_ef.file_import]"

Cause: Either SSH credentials are not configured correctly, or the import is not using the correct MID Server.

Solution:

Verify SSH credentials are configured and working. See Debug SSH connection issues . Check the ECC queue to confirm the correct MID Server is being used. See Specify a MID Server for bulk import .

Specify a MID Server for bulk import To specify which MID Server handles the bulk import job, use one of the following methods.

Method 1: Create a custom capability

Create a new unique capability: Go to MID Server > Capabilities . (Direct URL: /nav_to.do?uri=%2Fecc_agent_capability_list.do%3Fsysparm_userpref_module%3D0de137980a0006bc653cf70209afd11f%26sysparm_clear_stack%3Dtrue) Add the new capability to the MID Server you want to use for bulk import: Open the MID Server record. In the Capabilities related list, add the new capability. Remove the All capability from the MID Server. Verify the SSH capability is added. Update the ef_LocalFileCapture::findMidServerForConfig method. Replace the following line:

var serverList = String(new sn_automation.AutomationAPI().selectUpMidServers(null, [host], null)).split(',');

With

var capabilities = [{capability: 'EdmBulkImport'}]; var serverList = String(new sn_automation.AutomationAPI().selectUpMidServers(null, [host], capabilities)).split(',');

Update the Test configuration activity: Go to Orchestration > Activity Designer Activities . Open the Test configuration activity. Select Checkout . On the Execution Command tab, add EdmBulkImport to the Required MID Server capabilities field. Save and publish. Update the Get file names activity: Go to Orchestration > Activity Designer Activities . Open the Get file names activity. Select Checkout . On the Execution Command tab, add EdmBulkImport to the Required MID Server capabilities field. Save and publish. Method 2: Use application-based MID selection

Add a new application for your MID selection criteria and associate it only with the MID Server you want to use. The MID selector then selects the MID Server with the corresponding application.

Windows-based MID Server compatibility Can I use a Windows-based MID Server for EDM import? What about the file server?

The MID Server can run on either Windows or Linux. In the default configuration examples, both the MID Server and file server use Linux. Other configurations require custom development.

Debug SSH connection issues If you see the error "Cannot connect, status is TCP_CONNECTION_DROPPED", use the following steps to debug:

Test the SSH connection from the MID Server host using an SSH client such as OpenSSH or PuTTY. Review the security logs on the server. The /var/log/secure file often contains useful information. Enable debug logging on the SSH server: For OpenSSH, edit /etc/ssh/sshd_config and set loglevel=debug3 . Restart sshd. Check the logs in /var/log/secure . Start the MID Server in debug mode: Set mid.ssh.debug=true and mid.log.level=debug . Reproduce the problem. Review the agent log. For more information, see MID Server parameters (product documentation) . Verify that port 22 is open and the firewall allows traffic on port 22.

Debugging tips for EDM import issues Use the following tips to debug EDM import issues:

Directory path configuration

When specifying the directory value in the Employee document import configuration, use a path relative to the home directory. For example, if the full path is ~/Documents/import, enter Documents/import as the directory value.

Enable logging

Set the mid.show.queries property parameter to enable MID Server logging. For more information, see MID Server parameters . Set the glide.http.log_debug system property to enable HTTP debug logging. Review MID Server agent and wrapper logs. Check the ECC queue

The ECC queue record contains information about commands sent to or received from the MID Server. For more information, see:

Discovery Status ECC Queue MID Server Troubleshooting

Tips for debugging bulk import jobs Use the following process to debug bulk import jobs:

Prerequisites

Set up a MID Server to communicate with the file server and the instance.

Configuration

Go to HR Administration > Bulk Import > Import Configuration . Open the desired configuration. Set Staging Record State to Ready . Debugging process

Select Start Verify Configuration . This verifies credentials and MID Server connectivity to the file server. Resolve any connectivity errors before proceeding. If verification passes, select Start staging job . This retrieves metadata about files ready for transfer. If staging succeeds, select Start capture job . Because the state is set to Ready, this job downloads all Ready files from the file server to the MID Server, then from the MID Server to the instance (Attachments [sys_attachment] table). If the job fails, check the Document Staging related list. Each failed file shows an Error state with error details.

Retention policy not purging documents Symptom : Documents are not being purged as expected after creating a retention period or policy.

Cause : The scheduled job's "Run as" user does not have the required role.

Solution : Assign the sn_hr_ef.admin role to the "Run as" user for the scheduled job. After adding this role, the scheduled jobs run correctly and the purge and notification flow works as expected.

Doc viewer does not support non-PDF files Symptom: The employee document upload custom UI page does not support viewing non-PDF files using the doc viewer.

Cause: When EDM was first developed (London release), the doc viewer supported only PDF format. This limitation remains in the base system.

Workaround:

Update the canView property to true in the Employee document Upload UI page. This displays the View button for other document types. Add an OR query in the condition builder for the ACL with sys_id a10c0618dbcac4102207f1471d96192f : table_name = sys_attachment

PDF attachments deleted automatically Symptom : PDF attachments in employee document records are deleted automatically.

Cause : The platform scheduled job Clean up converted documents generated by PDF Generation Utilities plugin deletes these attachments.

The job queries the PDF Generation Status [sys_pdf_generation_status] table for records that meet the following criteria:

sys_updated_on is older than the retention period (default: 7 days) conversion_status is complete converted_attachment_id is not null The job deletes matching attachments and updates the status to expired.

Workaround :

Use one of the following options:

Option 1: Increase the retention period

Go to System Properties > All Properties . Search for com.snc.documentviewer.retention_days_converted_file . Set the Value field to a number greater than 7. Option 2: Disable the scheduled job

Disable the scheduled job: Clean up converted documents generated by PDF Generation Utilities plugin.