Not getting the POST requests every 2 minutes to the pull url

17 Comments

  • Andrew

    On another note. After making the connection through the admin ui form, am still not seeing anything under "Active accounts". Is there a reason or any insights as to how to debug this?

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  • Greg Katechis
    Zendesk Developer Advocacy

    Hi Andrew! I saw that you have an open support ticket for this, so I reviewed that and I found a possible issue. I haven't built a channels framework app yet, so I'm not sure if this could cause the problems that you're seeing, but in your manifest, the url for "admin_ui" is set to "https://...abmin_ui". It's a shot in the dark, but can you confirm that the issue still occurs with the correct "admin_ui" in there?

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  • Andrew

    Thank you so much Greg Katechis

    Actually that is intentional just in case for add blockers. Actually the POST request to the admin ui is successful (The admin form renders perfectly fine and the requests from it are successful). At the end of this process, am returning the html form as per the documentation and that seems to be unsuccessful.

    Another approach that I see possible (different to the approach in the documentation of returning an html form that submits the data to the return url), is if I can send a post request directly to the return url. I have tried that using basic authentication but that didn't work. Maybe there is another way for authentication if I use that method?

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  • Greg Katechis
    Zendesk Developer Advocacy

    Ah, bummer, but thanks for the update! I was hoping it would be an easy one since I'm very green in this area! I'll take a look at the logs and see if I can find anything. 

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  • Greg Katechis
    Zendesk Developer Advocacy

    Hi again! I was looking through our logs for the attempts that you documented in that ticket on April 7 and I found some 500 level errors being returned due to what looked like an incorrect path to your internal servers on the "/channelback" endpoint. After the 7th, I'm not seeing other attempts hitting this particular subdomain. Can you confirm that you have been testing this after the 7th and if you have, has it been on the subdomain that you shared within that ticket?

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  • Andrew

    Thank you for checking Greg Katechis

    When I've seen that the pull requests are not coming through, I tried to test the channelback endpoint. That also didn't work and that's probably what you're seeing 500 errors for

    - Can you tell what the request url is? and what the metadata that was sent with the request is?

    - Is there a way to list all accounts that have this channel integration connected and what the metadata of each is?

    - Can you see on your logs if there are any pull requests going out every 2 minutes or so?

    I am guessing that the connection is not actually happening, so I would love to explore another approach is possible. i.e. Sending a post request to the return url (or another endpoint if exists) using a library like axios to save the metadata at zendesk and establish the connection.

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  • Greg Katechis
    Zendesk Developer Advocacy
    Yep, that's correct...it was for the channelback endpoint.
     

    Can you tell what the request url is? and what the metadata that was sent with the request is?

     
    It's possible that I could find that, but which request are you looking for here? The channelback errors from the 7th? 
     

    Is there a way to list all accounts that have this channel integration connected and what the metadata of each is?

     
    That would not be something that we could provide directly to you, but if an admin from one of those instances reaches out to our support team, they could assist them with that information.
     

    Can you see on your logs if there are any pull requests going out every 2 minutes or so?

     
    Within the account listed in your private ticket, I'm not seeing any pull requests in the last month, which is as far back as our logs would go.
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  • Andrew

    Thank you Greg Katechis

    I am an admin for the account am testing with. Pulling that information might be helpful to debug if the connection was successful.

    Overall, it seems that the connection wasn't successful if we don't have any pull requests in the last month and am not sure why. Is it possible to look into the alternative approach I was suggesting? Or can you think of a different resolution?

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  • Andrew

    As am thinking through this. Here is a rundown of what am doing to create the connection:
    - POST request to admin ui to get the form - Successful
    - On the form, we have a button to "Sign up with Google" that creates a pop up with the oauth page - Successful
    - Upon giving consent on the oauth pop up screen, the redirect endpoint returns the html that posts to the return url (that zendesk is expecting to finalize the connection) - Successful

    However, that html form is returned on the popup screen not the parent screen. Could that be the issue? Any suggestions for ways around it.

    I still think the alternative approach of directly sending a POST request to zendesk would resolve the issue (if possible)

    Let me know your thoughts Greg Katechis . I really appreciate your help.

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  • Greg Katechis
    Zendesk Developer Advocacy
    Hey Andrew, apologies for shifting gears on the questions above, but I just found out that this is for an existing channel integration that you have available. I want to address your questions, but this context will help me: 
     
    • Is this new functionality that you're adding? 
    • If not, was this previously working in your app?
    • Are your customers having issues with this or is this with your testing?
     
    It's difficult to troubleshoot this without the full context here, so that should help focus where I can look for issues. I may also want to have you share the app with me in the private ticket so that I can take a look at it, but let's start with this for now.
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  • Andrew

    Thanks a lot Greg Katechis

    We've had a channel integration built and some customers have been using it (built by a different developer so I can't really speak to the details), but we've decided to rebuild the app factoring in some enhancements we'd like to add.

    The rebuilt app is only private and not published yet, and I've only been trying to test it with our zendesk account.

    Does that answer your question?

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  • Greg Katechis
    Zendesk Developer Advocacy
    So is the implementation of the manifest and associated pull functionality different in your app than the other one that exists?
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  • Andrew

    Greg Katechis Correct

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  • Greg Katechis
    Zendesk Developer Advocacy
    Hey, apologies for the delay here. Could you send both zipped apps to the private ticket that you have open? 
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  • Andrew

    Certainly Greg Katechis

    Unfortunately I don't have access to the old .zip for the old app. Could that affect the new one? I was thinking that they are both completely separate apps with separate code bases/ manifests/ etc so it might not be relevant. I could be wrong though. If it's necessary, I could try to reach out to the previous developer and see if they still have it.

    I have just sent the new .zip to the ticket. Please let me know if you've received it successfully.

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  • Greg Katechis
    Zendesk Developer Advocacy
    Not a big deal at all, I can see if we can pull that from the marketplace on our side. I did get that in the ticket, so I'll review that and get back to you later today.
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  • Greg Katechis
    Zendesk Developer Advocacy
    Alright, now that I have the old app as a point of comparison, I can see what is/isn't happening with the new one. 
     
    • We are definitely seeing the manifest and it is returning the same data that you have shared with us.
    • We do have the ability to see POSTs to the pull_url, however we have no record of any successful or failed requests in our logs for the new app. In the old app, we do see those requests coming through.
    • In the new app, the auth flow that you're using is significantly different than in the old app. The old app does work properly, in that it returns from the pop-up after auth and displays the response in the "Add account" environment in the Zendesk admin center.
     
    I'm not at all sure how the auth flow should work, but I would recommend installing the other app and seeing how they're handling that to get some insight into the proper way to handle this. From everything that I can tell, the Zendesk side of things is setup properly, it's just that the auth response is never actually making it back to us. I do not think that simply sending a POST to Zendesk will work and even if it does, it's not a supported workflow and thus we couldn't guarantee that it would continue working. You can also see the URLs that they're using at zendeskapplications.com, so you could view the code there to see exactly what was being done to redirect back to Zendesk properly.
     
    I hope that this helps!
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