SweetHawk apps include a built-in diagnostics area that helps you quickly identify common configuration or app issues. Your app not running as expected? The diagnostics run checks on your Zendesk API token, admin user, app ticket fields, triggers, and webhooks to make sure everything is configured correctly and not deleted. If any of these fail, it can prevent the app from working as expected. Running diagnostics is the fastest way to confirm your setup is healthy and to pinpoint where a fix is needed.
Please note this diagnostic feature is only available for our latest releases of apps except Field Rules. You can check your app version here.
Topics covered in this article:
How to run diagnostics on your SweetHawk app
If you are finding that your app is not running as expected, failing to update the ticket with your workflows, or getting certain errors in your audit log, then it's always best to run a diagnostic check on your app to find any potential issues.
To run diagnostics:
- Open the app on the left side colored pane in Zendesk support.
- Click on the Admin tab in the menu.
- Click Diagnostics in the top menu.
- Click Run check.
If there aren't any issues with your app configuration, API or triggers & webhooks, the diagnostics will pass:
If you are still encountering issues with your app, please see our General troubleshooting guide.
Fixing any errors
The diagnostic tool will let you know if there are any issues or errors with the app configuration, such as:
- Trigger or webhook errors can be fixed easily by clicking Repair issues at the top of the page if they have been deleted from your instance. Alternatively, if the trigger or webhook has only been deactivated in your account, you can follow the View / Edit link to reactivate them.
- API authorization or admin user errors can occur when the admin who originally installed the app has their account demoted or deleted from your instance. These errors can be fixed by deauthorizing (if required) and reauthorizing the API admin on the Authorization tab.
For more information on this step, please see how to deauthorize/authorize the API for a SweetHawk app.
- IP restrictions in your Zendesk instance can block our apps from reaching your Zendesk instance and blocking any ticket updates. In the Zendesk Admin center, go to Account > Security > Advanced and add our IP addresses listed here.
Further troubleshooting
After making corrections, click Run check again. If issues remain, proceed to the General troubleshooting guide or contact our support team and include screenshots where possible.