HCP OneLink Integration – Troubleshooting Instructions

Audience: Engineering, Ops, On-CallGoal: Diagnose, re-run, and validate HCP OneLink contract sync issuesScope: Production & non-prod environmentsAssumption: You have access to the CadenceFrontline server


1. What This Integration Does (Quick Context)

This integration keeps HCP contract status in Cadence in sync with HCP OneLink, using Cvent Event ID as the primary link.
  • Cvent = event + roster + invite status
  • HCP OneLink = contract status
  • Cadence = unified Ensemble view
Warning Contract updates are eventually consistent, not real-time.


2. Most Common Symptoms

Use this table to jump to the right section.
Symptom
Go To
Contract status didn’t update
Section 3
Status shows “Not Connected”
Section 4
One HCP blocking completion
Section 5
Webhook fired but nothing changed
Section 6
Integration appears stalled
Section 7


3. “Contract Status Didn’t Update”

Step 1 — Check timing

  • Integration runs weekly (Sunday)
  • If change was recent, data may not have synced yet
Right Arrow If needed, manually run the import (Section 8)


Step 2 — Verify Ensemble exists

  • Confirm the event exists in Cadence
  • Confirm it is linked to Cvent:
"linked_event": {
  "source": "cvent",
  "event_id": "<CVENT_EVENT_ID>"
}

If missing → integration will not match


Step 3 — Check logs

  • Log into CadenceFrontline
  • Locate Webhookconnect logs
  • Look for:
  • Job start
  • Errors
  • Integration summary
Right Arrow If errors exist, resolve before re-running


Step 4 — Validate OneLink data

Confirm in OneLink UI:
  • Event exists
  • HCP contracts are present
  • Contract status is correct
Cadence does not override OneLink


Step 5 — Check email matching

  • Primary email matches customer
  • Secondary emails checked
  • No duplicate customers with same email
Warning Email mismatch is the #1 failure cause


4. “Status Shows Not Connected”

Possible causes

  • Event does not exist in OneLink
  • Integration not enabled
  • Incorrect Cvent Event ID

Actions

    Confirm event exists in OneLink
    Verify correct Cvent Event ID
    Manually re-run integration


5. “One HCP Is Blocking Completion”

Why this happens

  • At least one accepted HCP has incomplete contract
  • MSA or RFS not completed

What does NOT count

  • Declined invitees (ignored)

Resolution

  • Identify HCP
  • Resolve contract in OneLink
  • Re-run integration


6. “Webhook Fired but Nothing Changed”

This is expected behavior.
  • Webhook = notification only
  • No reconciliation occurs at webhook time
  • Next scheduled job (or manual run) does the work
Right Arrow Manually trigger import if needed


7. “Integration Appears Stalled”

Checklist

  • Has the job run recently?
  • Any rate-limit errors in logs?
  • Was the server restarted?
  • Is cron/scheduler active?
Right Arrow If unclear, manually run the job


8. How to Manually Run the Integration

CURL

curl --location --request POST \
  'https://webhookconnect.eventcadence.com/hcponelink/onelinkds360/cvent/import'


What to expect

  • No progress indicator
  • Logs updated during execution
  • Email on failure
  • Summary logged on completion


9. When to Escalate

Escalate if:
  • Manual run fails repeatedly
  • Logs show unhandled exceptions
  • OneLink data is correct but Cadence remains wrong
Include in escalation:
  • Cvent Event ID
  • Timestamp of manual run
  • Relevant log excerpts