---
sourceDocument: Australia Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/order-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Troubleshooting

# Troubleshooting {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read
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## Summary of Troubleshooting ServiceNow CPQ Australia Release

This guide addresses common issues encountered when using ServiceNow CPQ and provides practical steps for troubleshooting errors related to configuration, API integration, user permissions, and Salesforce integration.
It is designed to help ServiceNow customers quickly identify, understand, and resolve problems to maintain smooth CPQ operations.
Show full answer Show less  

## Error Messages and Logs

* The generic error message "An error occurred. Please contact your administrator." typically indicates an unexpected edge case in the Blueprint configuration.
* Administrators should consult the **Logs tab in ServiceNow CPQ Admin** for detailed error context, such as issues with rules, enrichments, or external connections.
* If logs do not provide clarity, customers are advised to raise a support ticket via the ServiceNow Support portal with reference to the documented process for CPQ customers.

## Common Configuration Issues

* **Product Not Available in Cache:** This often results from the deactivation of the ServiceNow CPQ user in Salesforce, affecting refresh token credentials.
* **Missing Products Tab in Admin View:** The Products Admin page only appears when ServiceNow CPQ is set up for a headless or eCommerce use case, where ServiceNow CPQ acts as the product master independent of Salesforce integration.
* For Salesforce-integrated environments, product management occurs directly in Salesforce, so the Products Admin tab is intentionally hidden.

## API Authentication Issues

* A **400 Bad Request** error during Salesforce Authentication calls often relates to restrictive OAuth app permissions.
* To resolve, adjust OAuth settings in Salesforce Setup by setting **IP Relaxation** to "Relax IP restrictions."
* When authenticating API calls using JWT, ensure the Authorization header includes the prefix "Bearer" before the token to prevent a 302 error with no response body.

## User Permissions for Configuration

* Users experiencing white screens or missing configuration options often lack necessary Salesforce object and field permissions.
* Admins should grant read/edit access to key objects such as Configuration Attributes, Product Features, Products (Product2), Quote Lines, and Product Options via permission sets or profile settings.
* Additional permissions are required for amendment workflows, including access to committed quote lines and subscription objects.

## Salesforce Integration Considerations

* Products configured in ServiceNow CPQ may fail to create quote lines in Salesforce CPQ if:
  * The product ID in ServiceNow CPQ does not match the configured Salesforce Product Code field (adjustable via the "Product Id Field" tenant setting).
  * The Salesforce product record is inactive or missing an active pricebook entry.
  * The pricebook entry does not correspond to the quote's pricebook or is inactive.
* Product synchronization between ServiceNow CPQ and Salesforce occurs via API every 15 to 30 minutes depending on environment type; delays in sync may cause quote lines not to appear immediately.
* Admins can verify sync status in Salesforce under **Setup → Bulk Data Load Jobs**.  
Steps to take if you encounter problems using ServiceNow CPQ.

## Error messages {#troubleshooting__section_qdn_fcp_bhc}

* An error occurred. Please contact your administrator.

  This generic error message appears for every error logged when configuring. This usually points to an edge case that was not previously considered when building the Blueprint and can be rectified by looking into the results of
  the [Logs](https://logikio.atlassian.net/wiki/spaces/CS/pages/2022735879) tab in ServiceNow CPQ Admin when this error occurs. A more detailed response will usually be present that should point your administrator to the location of the error, such as a rule, enrichment, or an external connection.


  If there is no further detail located in the Admin log, or if you are still confused by the messaging of the error, please log a support ticket.  
  Note:  
  To log a support ticket, use the [ServiceNow Support portal](https://support.servicenow.com). For step-by-step instructions, see [Create a case on Now Support for CPQ Customers](https://support.servicenow.com/kb?sys_kb_id=d67d3e71475d7a90f64de825126d4326&id=kb_article_view).
* Cannot get Configurable Product. Product \<Salesforce Product2 Id\> is not available in cache.The ServiceNow CPQ user that was added when your environment was being set up in your Salesforce org may have been deactivated, causing an issue with the Refresh Token Username and Refresh Token.

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## Admin {#troubleshooting__section_v2p_xcs_chc}

The Products tab is not visible in Admin view.

The Products Admin page is only shown when ServiceNow CPQ is set up to support a headless use case. In this scenario, ServiceNow CPQ provides its own product master.

In a Salesforce-integrated use case, the ServiceNow CPQ environment is integrated with a Salesforce \[SFDC\] environment. In a headless or eCommerce use case, ServiceNow CPQ is accessed from a resource other than SFDC, such as an eCommerce platform, partner portal, or a non-SFDC CPQ application. In this scenario, the ServiceNow CPQ environment is frequently accessed via APIs only, with the calling resource digesting the results and displaying them in its own user interface.

When a ServiceNow CPQ environment is not integrated with Salesforce, this is commonly called a 'headless' or 'ecommerce' use case. The Products Admin page only displays to ServiceNow CPQ administrators when the environment is set up for this headless mode.

As a point of contrast, when the ServiceNow CPQ environment is integrated with SFDC, the SFDC product2 object is the part master. ServiceNow CPQ administration intentionally does not show a Products administration page when integrated with SFDC.

## APIs {#troubleshooting__section_tyw_tsq_2hc}

* The Salesforce Authentication call is returning a Status: 400 Bad RequestInspect the permissions of this OAuth App, as defined in Salesforce, by navigating to App Manager in Salesforce Setup. For your connected app, select
  "Manage" from the drop-down menu on the right, and then click Review OAuth Policies. The IP Relaxation setting may be set to Enforce IP restrictions. Set this to
  Relax IP restrictions.

* When using the JWT to authenticate the administration API call, you get a 302 Found error with no body.Make sure that you insert the string, "Bearer" before the JWT access_token text in the Authorization value.

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## Configuration {#troubleshooting__section_zp5_bdr_2hc}

For some user profiles, configuring results in a white screen or reconfiguring does not load any of the previously chosen options. In order to properly configure or reconfigure,
users need access to certain objects and fields in Salesforce. These can be assigned using permission sets or by going to Setup \> Profiles \> Select Desired Profile \> Object Settings.

Users will need read/edit access in the Field Permissions section to the following objects:

Configuration Attributes:

* Id
* Name
* Target Field
* Product
* Raw Order
* Column Order
* Position

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Product features:

* Id
* Name
* Option Selection Method
* Configured SKU
* Number
* Min Options

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For products (Product2):

* Configuration Type
* Has Configuration Attributes
* Externally Configurable

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For quote lines:

* Configuration Id
* BOM Data
* Product
* Incomplete
* Dynamic Option ID
* Quantity
* List Unit Price
* Option Level

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For product options:

* Read/Edit access in Object Permissions
* Configuration Id
* BOM Data

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And if using Amendments, users also need the following:

Quote lines:

* Committed Configuration Id
* Action context
* Upgraded subscription
* Source

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Subscriptions (SBQQ__Subscription__c):

* Configuration Id
* BOM Data

{#troubleshooting__ul_fcv_p2r_2hc}See [Granting user access in ServiceNow CPQ](https://www.servicenow.com/docs/Apzwm2YpIbjUjadcI_JdcQ "This outline briefly examines how to add or limit users to ServiceNow CPQ.").

## Salesforce integration {#troubleshooting__section_xsx_2bp_bhc}

* Products in ServiceNow CPQ do not create quote lines in Salesforce CPQ  
  When using ServiceNow CPQ with Salesforce CPQ, certain configuration requirements must be met in order for your products to get added to CPQ as quote lines. Here are the most common causes for products not creating quote lines in CPQ.
  * The Product Id in ServiceNow CPQ is not equal to the Product Code field on the product record in Salesforce.

    This is contingent upon the "Product Id Field" tenant setting in the Admin. You can use either Product Code
    (Product2.ProductCode), Partner Id (Product2.Id), or External Id (Product2.ExternalId).
  * The product record is not active in Salesforce.
  * No pricebook entry has been assigned to the product record.
  * The pricebook entry for the pricebook is different from the pricebook on the quote. The pricebook entry for the product is inactive.
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  If you have confirmed none of these are true and a quote line is still not being created, then it is probable that the product sync that takes place between ServiceNow CPQ and Salesforce via the refresh token user has not
  occurred yet. This sync occurs via API every 30 minutes for test and demo environments and every 15 minutes for production. To determine when this sync last occurred, enter Salesforce and navigate to Setup → Bulk Data Load
  Jobs.
* 
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