Zendesk sandbox instance fails to authenticate

7 Comments

  • Eric Nelson
    Zendesk Developer Advocacy

    Hey there,

    Can you confirm that token access is enabled in your sandbox? You'd be able to see this under channels > api in the admin settings.

    Have a wonderful day!

    Eric Nelson | Manager - Developer Advocacy

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  • yeasir arafat

    Hi Eric,

    Thank you very much for responding. I almost lost hope that I would get a solution. Have had to resort to opening temporary accounts with trial period to test my changes.

    Yes, token access is enabled for the sandbox instance. Here is the latest status: I am getting a 422 error if i use the sandbox subdomain and authentication details. However, if i use my other account's(the temporay ones that i have opened) subdomain and api token, i can successfully create ticket or create users in zendesk. Here is the response that I am getting:

    Client error: `POST https://DUMMYDOMAIN.zendesk.com/api/v2/tickets.json` resulted in a `422 Unprocessable Entity` response: {"error":"RecordInvalid","description":"Record validation errors","details":{"submitter":[{"description":"Submitter is i (truncated...) [details] {"error":"RecordInvalid","description":"Record validation errors","details":{"submitter":[{"description":"Submitter is invalid","error":"InvalidValue"}],"base":[{"description":"Author is invalid"}],"requester":[{"description":"Requester: is invalid","error":"InvalidValue"}]}}

    Can you please guide me to the right direction to resolve the issue?

    Thanks,
    Yeasir

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  • Eric Nelson
    Zendesk Developer Advocacy

    Hey Yeasir,

    Mind if I move this into a ticket so I can get info specific to your sandbox? This will help me to be able to debug the issue.

    Thanks!

    Eric

    1
  • yeasir arafat

    Hello Eric,

    Absolutely. Please let me know if you need any further details from my end.

    Thankfully,
    Yeasir

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  • Eric Nelson
    Zendesk Developer Advocacy

    Great thanks yeasir,

    I've went ahead and opened a ticket on your behalf. Look forward to working with you via that!

    Have a wonderful day!

    Eric Nelson | Manager - Developer Advocacy

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  • Nathania

    Hi there, I am having the same issue. Our sandbox instance is failing to authenticate. Was there a resolution?

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  • yeasir arafat

    Hi Nathania,

    Yes I had this issue resolved. What is the response that you are receiving from the sandbox instance?

    The sandbox instance is a different entity to the production instance. So the settings/data from production is not copied over to the sandbox instance, as I understood. Please make sure access using api key in sandbox is enabled.

    In my case the issue was I was trying to create a zendesk ticket on behalf of one of our application customers but the sandbox instance could not find that person(i.e.; requester_id). Later we found out that it was happening because the id/person on behalf of whom I was trying to create the ticket  exists in our production(which was connected to zendesk prod) and I assumed it exists in zendesk sandbox instance as well. But as I mentioned above, that is not the case.

    If this does not help, submit a support request with the request and response details and someone should help you out. I received prompt support.

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