Synchronization retry mechanism

Learn how the Reltio Salesforce connector retries when the requests are failed in the synchronization process.

The connector does several requests to Salesforce and Reltio to synchronize one record. Whenever an operation fails the connector retries. There can be network issues or various other problems in the third-party services for which requests fail in the synchronization process. For example, when there’s a timeout, the connector does several retries to overcome the failure in the synchronization process.

Configure retries as per customer requirements

The user can’t configure retries. The retries are service-based. But you can configure reties for an entire transaction for both synchronization paths. For example, synchronization retries for Salesforce to Reltio and Reltio to Salesforce.

Synchronization retries for Reltio to Salesforce

When an operation fails, the connector retries the records at the following levels:

  1. Transaction
  2. Individual calls
See the following levels of synchronization retries from Reltio to Salesforce connector:
  1. If the synchronization is based on the entire event:
    • One transaction is waiting for thirty minutes to be completed.
    • In case, if the transaction isn’t completed the connector retries it for an endless amount of time. These retries can’t be configured.
  2. If the synchronization is for Salesforce and Reltio calls:
    • By default, the number of retries is 4. You can’t configure those retries.
      • Retry happens in case the HTTP status codes for Reltio response are more than 400 (For example, 500, and so on).
        • There are 401 retries without increasing the number.
      • If the response body contains the attribute errorCode, you need to retry the request. It’s HTTP_SWITCHING_PROTOCOLS(101).

      • The connector can’t retry for the HTTP status codes 403 and 404.
    • Salesforce retries to follow the rules:

      • If the Salesforce connection is expired
        • The retry count doesn't increase.
      • The error name is UNABLE_TO_LOCK_ROW
        • By default, the Retry count is 4.
        • Works for CREATE/UPDATE and the MERGE operations.
      • Can be configured using the salesforce numRetries parameter in the corresponding profile.
      • For more information about the Custom Merge Service, see topic Custom Merge Service.

Synchronization retries from Salesforce to Reltio

The connector has two separate levels of synchronization retries for Salesforce to Reltio:

  1. Synchronization based on the entire transaction:
    • Retry happens each time the connector requests SFDC for an event. The Saleforce service sends one event for a new attempt, if an event is marked as failed.
    • By default, the number of retries is 5.
    • The number of retries can be set to the Reltio_Sync_Config object, see the Retry_Count_Config field.
    • Every next retry start after a defined polling period. By default, the polling is 5 minutes.
  2. Retry for every request to the Relio tenant:
    • The default number of retries is 4.
    • Retry happens when the value for HTTP status codes in a Reltio response is more than 400. For example, the value of an HTTP status code can be 500.
      • 401 retries without increasing the number of retries.
    • If the response body contains the attribute errorCode, you need to retry the request and its HTTP_SWITCHING_PROTOCOLS(101).
    • No retry will be done for the HTTP status codes 403 and 404.