Issue Management gives you a unified, organized view of integration failures, automatically categorizing issues and surfacing clear, business‑friendly insights so you can quickly understand what went wrong. It lists all open and closed issues along with key details such as status, category, and the number of impacted jobs and messages. The workflow includes:

Identifying issues — filter the list, refine by time frame, and locate relevant items.
Reviewing Issue Details — examine impacted Endpoints, Jobs, and Messages to understand scope and context.
Using Guided Resolution (for supported issue types) — access root‑cause insights, recommended actions, and guided steps that help you resolve issues quickly without deep technical expertise.
Changing issue status — apply updates and manage issue status as remediation progresses.

Identifying Issues

To identify issues, begin by accessing the Issues Page. The Issues page displays all issues, but only Current or Resolved at any given time. You cannot see both at the same time. See Filtering Criteria for more information about toggling between views of current and resolved issues.

Each line on the Issues page contains information about an issue. Expand the table below for more details.

Issue information table

Attribute

Description

Status

The state of the issue. Possible status values are as follows:

New	Assigned when an Issue is first created. Once changed, it cannot be reset to New.
Open	Indicates the Issue has been reviewed and is actively being worked on.
Pending	The assignee is waiting for additional information from others before proceeding.
Hold	Work on the Issue is paused due to missing information from others.
Solved	The assignee has resolved the Issue.
Closed	The solution has been verified, and all impacted Jobs and Messages have been recovered.

Filtering and Sorting the Issues List

To help you identify the issue you want to troubleshoot, you can narrow the scope of the data displayed on the Issue Management page through sorting and applying filtering criteria

Date Range

Select a date range to display messages that were sent in that range during that time.

You can choose a pre-defined date range or choose Custom Range to open a dialog box where you can specify a time and date range, including the time zone.

Note: When you select This week from the list of date ranges, the Messages page displays data starting from the current workweek -- that is, the previous Monday through the next Sunday. For example, if you selected This week on Wednesday, May 21, you would see data from Monday, May 19 through Sunday, May 25.

Note: All times and dates displayed in the Cockpit reflect the local time zone of the User's System unless otherwise noted using the Custom Range option - which means that you can select a different time zone for the same data. This can be useful when users across different time zones need to view the same data.

Note: The controls for this filter are located in the upper right corner of the page.

Sort List

Specify whether to sort on First or Last Occurrences column and toggle between ascending or descending sort direction.

Filtering Criteria

You can apply filtering criteria on the Issues page to narrow the scope of the data displayed.

You can toggle filters on the Issues displayed as follows:

Filter	Description
Current or Resolved	Essentially, open or closed. Your selection controls the list of Issue Statuses you can choose from. You cannot view both Current and Resolved issues at the same time.
Status	For Current Issues, choose from the following: Open New Pending On Hold For Resolved Issues, choose from the following Solved Closed See the Issue Information Table for more information about possible statuses.
Issue	The unique identifier for the Issue. Can you specify more than one Issue ID?
Endpoint	The name of the Endpoint associated with the issue Can you specify more than one endpoint?
Document	Select one or more document types to restrict the display to only those document types.
Category	Select one or more issue types to restrict the display to only those types selected. See Issue Categories. <<<in demo environment, "Issue Type" in sidebar corresponds to "Category" in list. In screen cap above from UX mock up, the two are both category>>>

Reviewing Issue Details

Selecting an issue opens a detailed view for the issue. Alternatively, you can click the link in the Job or Messages column to display the Job or Message List page for the item in question, filtered for only the items relevant to the Issue you started with. See Working with Jobs and Working with Messages.

When you select an issue, a window appears containing details about that issue and a drop-down menu you can use to change the status of the issue. See Changing issue status.

The window contains three tabs discussed below.

Issue Tab

The top of the Issue tab contains links that display the Jobs and Messages pages, respectively, filtered for the Jobs or Messages impacted by the issue. See Working with Jobs and Working with Messages.

The remainder of the Issues tab contains detailed log information about the issue.

Summary Tab

The Summary tab contains information about the issue in an easy-to-understand format.

The information is displayed in the following sections:

What Happened - Contains a detailed AI-generated summary of the issue based on the log information (displayed on the Issue tab).
Recommended Action Plan - A plan you can implement to resolve the issue at hand.

Give us your feedback

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Resolution & Recovery Tab

While the standard Summary tab offers general suggestions for resolving issues, Guided Resolution provides a dedicated Resolution & Recovery tab with detailed information, recommended fixes, and direct links to apply those fixes. See Using Guided Resolution for more details.

Discussion Tab

Use the Discussion tab to add comments, review past discussions, and collaborate with other users working on the same issue.

Self‑service vs. managed services issues

The Discussion tab behaves differently depending on how an issue is managed:

Issues managed directly in CIC for self‑service customers include a running history of issue status changes in the Discussion tab.
Issues created and managed through Zendesk, typically as part of managed services, use Zendesk as the system of record for status history. For those issues, the CIC Discussion tab does not show the same status change history, and status details should be reviewed directly in Zendesk.

The sections below describe how the Discussion tab works for issues managed directly in CIC.

Status history for self‑service issues

For issues managed directly in CIC, the Discussion tab shows a chronological history of issue status changes, making it easy to see how an issue progressed over time.

When an issue’s status changes, the update is automatically recorded in the Discussion tab with the previous status, the new status, who made the change, and a timestamp. This includes changes made to individual issues as well as updates performed through bulk actions.

Status categories

Issues managed in CIC fall into two high‑level status categories:

Current — active issues such as New, Open, Pending, or On Hold
Resolved — completed issues such as Solved or Closed

Status updates may occur within a category or when an issue moves from one category to the other.

What gets recorded

For issues managed directly in CIC, the Discussion tab records:

Status changes within the same category (for example, New → Open)
Status changes between categories (for example, Open → Solved), along with any comment you enter
Status updates made through bulk actions, with each issue receiving its own entry
System‑generated status updates, shown as distinct entries

User comments and system‑generated status updates appear together in time order. System entries are visually distinct so you can easily tell them apart from user comments.

Using Guided Resolution

Guided Resolution builds on Issue Management by taking you from understanding an issue to resolving it. For supported failure types, it provides root‑cause details, recommended actions, and guided steps to help you fix problems quickly without deep technical expertise.

Guided Resolution is supported only for certain issue types. See the following topics for more details about supported issue types:

Changing issue status

You can update an Issue’s status in two ways: from the Issues page or from Impacted Jobs or Messages

Changing status for a single issue on the Issues page

On the Issues page, select and open a single issue. On the Summary tab, use the drop-down menu to select a new status for the issue.

If there are open jobs or messages related to the issue, a confirmation dialog appears, allowing you to add a comment (visible on the Discussion tab) and proceed with the status change.

After completing the status change, a confirmation message appears.

Changing status for multiple issues on the Issues page

On the Issues page, select the issues you want to close.
Click select "Close Issue" from the drop down menu.
In the Change Status dialog box, click Change Status.

Changing status from an impacted Job or Message

Open a Job or Message with an issue. You can do this from the Issues page by clicking the value in the Job column or Message column. Alternatively, you could open the impacted Job or Message from the Activity > Jobs or Activity > Messages page.

Either way, when you open the Job or Message, it displays with the Issue tab open. For example, if you open an impacted Job, a page like this appears.

Use the drop-down menu at the top right corner of the Issue tab to change the Issue's status.

Issue Categories

Issue categories in CIC Issue Management help ensure consistent handling of similar problems and support automation of alerting, ticketing, and escalations.

View Category Table

CIC Issue Management includes the following categories:

Category	Description
API Failure	A failure in an API call — timeouts, invalid responses, or connectivity issues between CIC and an external system.
Authentication Error	Credentials are missing, expired, or incorrect, blocking access to an endpoint or service.
Business Process Failure	A business process fails to execute, typically due to logic errors, missing data, or misconfigured orchestration steps.
Connection Error	CIC cannot establish a connection to an external system at the network/transport layer — endpoint unavailable, network interruption, or no connectivity. (Failure to connect at all, before any transfer begins.)
Connector Error	A failure within a configured connector — misconfigured connector settings, unsupported operations, or runtime errors while interacting with an external system.
Database Failure	Data storage or retrieval fails due to database availability, connectivity, query execution, or data integrity issues.
Duplicate Interchanges	Identifies repeated EDI interchanges so they can be flagged or suppressed before duplicate processing occurs.
FA Rejected	A functional acknowledgement (FA) from a trading partner indicates a transmitted document was rejected — typically validation errors, format issues, or business rule violations.
File System Error	File or path operations fail at the endpoint — file/path not found, permission denied, write failures, or inaccessible directories.
Inbound Route Error	Incoming data cannot be matched to a defined inbound route, usually due to missing or incorrect routing configuration.
Mapping Failure	Data transformation breaks down — schema mismatches or invalid field mappings.
Miscellaneous	A catch-all for unclassified errors that don't map to a defined category.
Packaging Error	Occurs during AS2 message exchange when a transmitted message cannot be securely delivered or acknowledged — MDN signature/certificate-trust failures, remote-host MDN rejections (decryption-failed, authentication-failed, duplicate message ID, unexpected processing errors), and missing or timed-out MDNs.
Process Binding Not Found	A missing or broken link between a process and its expected execution context, such as a job or endpoint.
Protocol Error	A failure during execution of a transfer or message exchange over a communication-protocol endpoint (AS2, SFTP, HTTP). The connection or send operation does not complete — the transfer times out, is refused, returns an error response (e.g. 500/502/503), drops mid-stream, or the expected acknowledgement is never received. Distinct from configuration or data errors: the protocol-level exchange itself fails to complete.
Route Not Found	No route definition exists for outbound or internal delivery of a payload.
Routing Error	Occurs when CIC cannot resolve a transfer to a configured integration — no integration found for a given source/target endpoint (or endpoint + path) combination, a referenced endpoint ID that no longer exists, or an integration that exists but is disabled.

Issue Management: Overview

Identifying Issues

Filtering and Sorting the Issues List