Troubleshooting and reporting

First troubleshooting steps

When encountering an issue using the API there are steps you’ll want to follow to understand where the issue occurs and what support channels it should be reported via to resolve the issue in a timely manner.

If the issue is reproducible in the UI, review the error message in the UI, this will often point you to where in the ERP you might need to review settings.
If the issue is not reproducible in the UI, review the action being performed via the API.
Are you using the correct query for what you want to do?
Can the error message inform you what is going wrong?
If you have reviewed this and are still unable to resolve the issue, head over to the Discord API Community to find similar problems. If you don’t find anything similar, create a new post and include all relevant information, as explained later in this document. This will allow other Discord users, including Visma employees, to help you with your issue.
If you’re still unable to find a solution please contact API support. When contacting API support, make sure to include all relevant information, as explained later in this document. Partners can create a ticket in the Partner Portal, while others can email cloud.api.support@visma.com.

Reporting an issue

To make it easier and quicker to solve your problem, you need to provide as much relevant information as possible when reporting an issue, whether in Discord posts or for direct API support.

Share information such as:

The GraphQL request (or sequence of requests).
The response received from the server.
The request trace ID (present both in the JSON response and as a header in the HTTP response).

These details are essential for diagnosing your issue. The trace ID in particular helps us tracing the execution across our back-end components and can be key to identify the problem.

Exaplain what you are trying to do

Explain your objective, the expected results, and the actual results.
Detail the workflow you followed.