Known Issues

Common Civica CX issues and known solutions.

A valid priority for a Cvica CX Repair Request is required

It's not possible to create a repair request within Civica CX without supplying a valid priority. Civica CX will return the following error Invalid priority if no priority or an invalid priority ID is supplied.

To ensure Keyfax returns a correct priority for Civica CX the priorityId mapping within the CxMappings.xmlfile may need to be updated. This will need to point to a Keyfax Export XML element that returns the expected Civica CX priority ID.

You can obtain a list of valid priority ID's from the CX database via the RepairPrioritiestable.

No element matching the XPath expression "Fault/Repair"

Keyfax must always produce a <Repair/> element within the export XML. This is necessary as Civica CX requires at least one SOR code to create a repair request. If the <Repair/> element cannot be found either due to a mappings error or it's simply not returned within the Keyfax export XML you'll see the following error....

One or more of the returned SOR codes cannot be found

If the Keyfax script does not produce any SOR codes or only produces SOR codes that do not exist within Civica CX then the repair request cannot be created within Civica CX as Civica CX requires at least one valid SOR code to create a repair request. The Keyfax & Civica CX integration will warn the user if this is the case and display a list of SOR codes that may need to be added into Civica CX.