Jump to content
  • Freshservice Integration - 3.4 - Trouble Shooting

    Freshservice Integration - 3.4 - Trouble Shooting

    VBScript   Lua

     

    The Freshservice Integration extension writes meaningful trace information into the server trace file, according to the trace recommendation from this blog post:

     

     

    So, to figure the exact reason for the problem you need to take a look into that file. The following link explains where to find it and how to filter its content down to the call in question and call routing output only:

     

     

     

    Once you have opened and filtered the trace file you need to search for the first trace lines written by the GSE action. Just look for these lines:

     

    For VBScript based call routing:

    -------> Freshservice.Class_Initialize

     

    For Lua based call routing:

    -------> Freshservice:Create

     

     

    The following lines will contain information of all things happened, like setting the parameters and calling the Freshdesk REST API.

     

    If at some point an error occurs, you will see an error message in the trace. 

     

    If the REST API call fails, for example because you entered an invalid API Key, you will see the response body of the Freshservice REST API in the trace which contains usually proper information on why the request failed.

     

    You will also find the original response code of the web request. If everything went fine, the response code is 201, otherwise its any other number (most likely >= 400), e.g.

     

    nResponseCode = 401

     

    By taking the detailed error information from the server trace file you should be able to fix your problem.

     

    In case you can't get your problem fixed or have specific questions, please open your own topic in the project forum.

     

     


    Tom Wellige
     Share


     Share




×
×
  • Create New...

Important Information

By using this site, you agree to our Terms of Use and have taken note of our Privacy Policy.
We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.