> For the complete documentation index, see [llms.txt](https://tsanet.gitbook.io/connect/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://tsanet.gitbook.io/connect/documentation/zendesk-app/debug-and-report-issues.md). # Debug & Report Issues ## Debug & Report Issues This guide helps you resolve the most common issues with the TSANet Connect integration. It is organized by audience so you can jump straight to your situation: * [**For Agents**](#for-agents-using-the-sidebar) — you use the TSANet panel on tickets and something is not working. * [**For Administrators — App & Settings**](#for-administrators-app-and-settings) — install, credentials, and custom fields. * [**For Administrators — Inbound, SLA & Maintenance**](#for-administrators-inbound-sla-and-maintenance) — incoming requests, SLA alerts, ZIS, and the scheduled jobs. {% hint style="info" %} Most issues fall into one of three buckets: **credentials** (wrong or expired), **configuration** (a field ID or setting that does not match), or **the registered email domain** (the most common single cause). Check those three first. {% endhint %} ### For Agents — Using the Sidebar #### The TSANet panel is missing or shows only a "+ New" bar This is normal on tickets that have no TSANet collaboration yet — the panel collapses to a compact bar with a single **New Collaboration** button to stay out of your way. It expands automatically once a collaboration exists on the ticket. If the panel does not appear at all on any ticket: * Refresh the ticket. The app loads when the ticket view opens. * Confirm the app is still installed and enabled in **Admin Center → Apps and integrations → Zendesk Support apps**. * If it is installed but blank, the credentials may not be set — see the next item. #### "Credentials not configured" The app cannot reach TSANet because the API username or password is missing or wrong in the app settings. {% hint style="warning" %} Only an administrator can fix this. Ask them to re-check the **TSANet API username** and **TSANet API password** in the app settings (Admin Center → Apps and integrations → Zendesk Support apps → TSANet Connect → app settings). {% endhint %} #### New Collaboration search returns no partners * The partner may not be a TSANet member, or may be listed under a slightly different company name. Try a shorter search term. * A company with multiple departments returns multiple results — pick the right department. * If no partner ever returns, confirm with your administrator that the app is pointed at the correct **environment** (`BETA` for testing, `PRODUCTION` when live) and that credentials are valid. #### A button (Accept, Reject, Request More Info, Add Note) seems to do nothing The action buttons open a dialog inside the panel. If nothing happens: * Wait a moment — the panel talks to TSANet over the network and can take a few seconds. * Refresh the ticket and try again. * If it still fails, note the exact button and case status and report it (see [Need Help](#need-help)). #### "Error processing request" when you Accept a case This almost always means the **engineer email does not match your company's registered TSANet domain**. {% hint style="danger" %} TSANet requires the responding engineer's email to be on **your company's** registered domain (for example `you@yourcompany.com`) — never the customer's email and never a personal address. The app submits a configured company email on your behalf; if you see this error, your administrator needs to confirm the **TSANet API username** in the app settings is a valid address on your registered domain. {% endhint %} #### The SLA countdown is missing on an open case * The countdown only applies to the **first response**. Once a case is **Accepted**, **Rejected**, or moved to **Information**, the SLA clock stops by design — a missing countdown there is expected. * On a case still in **Open** status, a missing countdown usually means TSANet has not set a response deadline, which depends on your group's SLA configuration in TSANet. Contact if open cases never show a deadline. #### Partner notes are not showing up in the ticket Notes posted by the partner are mirrored into the Zendesk ticket as internal comments, and the panel refreshes automatically about once a minute. If a note is missing: * Give it a few minutes, then refresh the ticket — or click **Sync Now** in the panel to pull the latest immediately. * Each note is mirrored only once, so you will not see duplicates; if you believe a note was sent but never arrived, report it. #### The Close button is missing on a case Only the **submitting** company can close a collaboration. If you received the request (an **inbound** case), the Close button will not appear — the partner who opened it closes it when the work is done. This is expected, not a bug. ### For Administrators — App & Settings #### The app upload or update The ZAF app is distributed as a pre-built ZIP and installed privately — there is no Zendesk Marketplace listing. Always download the latest `tsanet-connect-vX.Y.Z.zip` from the [releases page](https://github.com/tsanetgit/Zendesk_App/releases) and upload it under **Admin Center → Apps and integrations → Zendesk Support apps**. {% hint style="success" %} Updating is the same as installing: upload the new ZIP over the existing app. Your settings (credentials, environment, field IDs) are preserved across updates. {% endhint %} #### Domain / "engineer email" validation errors This is the single most common configuration problem. * The **TSANet API username** in the app settings must be an account on **your company's** TSANet-registered domain. * It must not be a customer's email and must not be a personal address. * If agents report "Error processing request" on Accept, this setting is almost always the cause. #### Custom field issues (status not updating, deadline blank) The app reads and writes five custom ticket fields. Each must exist and its **numeric field ID** must be entered correctly in the app settings. | If you see… | Check | | ---------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------- | | Status never changes on the ticket | The **TSANet Status** field ID in settings matches the actual dropdown field, and the dropdown values exist | | "Respond By" date never populates | The **TSANet Respond By** field is a **Date** field (not Date/time). Zendesk Date fields only accept a calendar date, and the app sets it accordingly | | Token-based lookups fail | The **TSANet Token** field ID in settings matches the field, and the same ID is used by the maintenance jobs (see below) | {% hint style="info" %} You can find a field's numeric ID in the field's URL in **Admin Center → Objects and rules → Tickets → Fields**. {% endhint %} ### For Administrators — Inbound, SLA & Maintenance #### Inbound requests are not creating or updating tickets Incoming TSANet events reach Zendesk through the **inbound webhook** you created during installation. If inbound cases never appear: * Confirm TSANet has the correct webhook **URL, username, and password** you generated during setup (these are shown only once — if they were lost, regenerate and resend them). * Inbound cases are created **server-side** by the webhook push, so they appear even when no agent has Zendesk open. The ZAF app's background poller is a **fallback** that fills in if push is unavailable; it defers to push so no duplicate ticket is created. Check the browser console for the `[TSANet BG]` log prefix to confirm the fallback is running and credentials are set. #### Public replies are not reaching the partner If agents post **public replies** but the partner does not receive them as notes: * Confirm the **forwarding trigger and webhook** are configured (see the Installation Guide, "Forward public replies to the partner"). Without them, public replies stay in Zendesk. * The trigger only forwards replies authored by an **agent or admin** — an end customer's public reply is not forwarded, by design. * The ticket must carry the `tsanet_inbound` or `tsanet_outbound` tag for the trigger to fire. * **Internal** comments are never forwarded — only public replies and **Add Note → Public** reach the partner. #### Agents miss "Information requested" events The **Information** event (a partner needs more detail before accepting) is the one most often missed because it does not change ticket status on its own. * Create a Zendesk trigger that emails the assigned agent when the `tsanet_action_required` tag is added (**Admin Center → Objects and rules → Business rules → Triggers**). * Because inbound volume is low, also notify whoever owns inbound intake so requests are not missed. #### SLA breach emails fire repeatedly, or never fire The breach alert is a Zendesk trigger that watches for the `tsanet_sla_breached` tag. | Symptom | Fix | | ----------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------- | | Trigger never fires | Confirm the ZAF background poller is running (an agent must have Zendesk open) and that its `TSANet Token` field ID matches the field the app uses | | Trigger fires over and over for the same ticket | The trigger condition must use **Current tags** (`current_tags`), not **Tags**. The wrong field name causes a silent mismatch | | Breaches reported on accepted cases | Expected: the TSANet SLA tracks the first response only. Once a case is accepted, rejected, or moved to Information, breach detection stops | #### The ZIS connection / token problems Current setups use a ZIS **OAuth client-credentials connection** (Microsoft Entra) that mints and renews its own short-lived tokens — no refresh job is involved. (Older setups stored a 60-minute TSANet token in the ZIS connection and replaced it on a schedule.)
You cannot see the integration in Admin Center ZIS custom integrations are **API-only** and do not appear in the Admin Center UI. Verify it with a direct API call: `GET /api/services/zis/integrations/tsanet_connect/connections`. A 401/403/404 from a standard API token is expected (e.g. `connections/all` returns 403 "API token is not supported") — ZIS management endpoints require a ZIS OAuth token.
"Invalid client secret" (AADSTS7000215) through ZIS, but the same secret works directly The stored secret is corrupted — usually a paste artifact such as a trimmed leading character or a merged line. Re-send it verbatim with `PATCH` (not `PUT`, which returns 405) to the OAuth client endpoint.
#### Zendesk View columns for TSANet fields are missing When you create a View to monitor active TSANet cases, the Zendesk Views API silently ignores custom-field columns. Add the TSANet columns **manually** in **Admin Center → Workspaces → Views** after the View is created. Outbound and inbound cases are tagged `tsanet_outbound` and `tsanet_inbound`, so you can also filter Views by those tags. ### Quick Diagnostic Checklist When something is wrong and you are not sure where to start, work through these in order: 1. **Credentials** — are the TSANet username/password in the app settings correct, and is the **environment** (`BETA`/`PRODUCTION`) right? 2. **Domain** — is the TSANet API username on your company's registered domain? 3. **Field IDs** — do the five custom field IDs in the app settings match the actual fields? 4. **Webhook** — does TSANet have the correct inbound webhook URL, username, and password? 5. **Triggers** — do tag-based triggers use **Current tags**? ### Need Help If you have worked through the relevant section above and the issue persists: * For credentials, environment access, or partner/membership questions, contact ****. * To report a bug or request an enhancement in the app itself, open an issue at . When reporting, include: what you were doing, the exact error text or missing behavior, the case status and direction (inbound/outbound), and whether you are on `BETA` or `PRODUCTION`.