Why aren't my apps working as they should?

This article will cover several troubleshooting suggestions when your app is not working as it should. Certain app functions rely on the ability to communicate with SweetHawk's servers and when this is disrupted, it can cause strange behaviour to occur.

Some of these symptoms include:

  • The app appears correctly in the sidebar, top bar and/or in the admin panel but...
    • All apps: You're not receiving popup notifications
    • Tasks: Solving a sub-ticket doesn't automatically mark it as completed in the parent ticket.
    • Deadline/Due Time: The deadline_now or due_now tag isn't being added to the ticket when the deadline hits.
    • Calendar: The calendar 'event_started' tag isn't being added when an event starts.
    • Approvals/Approve: When an approval is granted, it's not posting it in the comment stream of the ticket.
    • etc.

This article contains the following sections:

 

Suggestion 1: Deauthorize/Authorize the API

Learn how to deauthorize/authorize the API for a SweetHawk app in order to resolve an API error.

 

Suggestion 2: Disable/Enable the app

Many of our apps utilize a trigger in order to communicate with our servers. If these are deactivated, this will prevent the app from functioning.

Here's a list of the special triggers for each app that uses them:

Tasks: "App - Tasks - Update parent task" & "App - Tasks - Setup task list"
Calendar: "App - Calendar - Update app server"
Approvals: "App - Approvals - Update app server"
Deadline: "Update deadline"
Due Time: "App - Due Time - Update app server"
Survey: "App - Survey - Set requester token" & "App - Survey - Clear survey data"

Start by looking through your list of active and inactive triggers to confirm whether this is the case.

If you are unable to activate these triggers, you'll need to disable/enable the impacted apps which will activate the triggers. Learn how to disable/enable a Zendesk app in order to restore functionality.

 

You can check the audit logs (Enterprise plan only) to confirm which administrator has disabled these triggers and take the necessary actions to ensure this does not occur again.

 

Suggestion 3: Conditional fields

 

This feature is only available on Enterprise and selected Suite plans for Zendesk which you can learn more about here. If you do not have access to forms then this suggestion can be ignored.

Zendesk has a feature that allows you to define conditions for when a ticket field appears. The problem is that it's not always obvious what is causing the issue since our apps will also hide ticket fields in the background in order to function. If you have applied conditions to any of these fields, it will prevent the field from loading rather than simply hiding it which is why it can prevent the app from working.

This solution would be to first confirm if you have conditions in place for SweetHawk ticket fields and then either alter or remove them entirely since these fields are likely already hidden by the app.

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In the example above, the Deadline time ticket field is used by our Deadline app to create a deadline and if these conditions are not met, the field will not be present on the ticket thus causing the deadline not to get created.

You can learn more about the different ticket fields and which apps they would affect in an article we wrote here.

 

Further Troubleshooting:

If you require further assistance or are unsure how to proceed, please contact our support team at support@sweethawk.co and we can help with further troubleshooting.


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