Troubleshoot the Zendesk Screen Pop Connector

Refer to these articles if you need to troubleshoot Zendesk Screen Pop Connector:

• Connector log files

• Server log files

• CIC server switchover

• Connector failed to start

• No screen pop occurs

• Unable to connect to the Zendesk server

Connector log files

The connector includes standard log files that record all events that have occurred in the execution of the programs. These files allow for tracking and diagnosis. There are two types of connector log files:

• ininbridgehost_{X}: these log files are created when the Bridge Server loads the connector.

• {connector group name}_{X}.ininlog: these log files include both traces from connector and configuration loading, and any traces logged by the connector. These log files are created every day and each time the connector is restarted.

For copies of these log files, follow these steps:

1. Go to the Connector Details page.

   1. Click Admin.

   2. Under Integrations, click Bridge.

   3. Click the Connectors tab.

   4. Click the connector whose log files you want to view.

2. In the Instances section, click Logs.

3. Click Request Connector logs.

4. Click a file to download. Both types of connector log files are included in the downloaded zip file.

Server log files

The Bridge Server includes its own logging system for logging information about the internals of the server. These log files contain low-level process details that can describe any problems with starting the server as a whole or with receiving messages. For example, if the Windows processes of the server do not start or there are no relevant traces in the connector log files, check the Bridge Server log files.

There are four types of server log files:

• ininbridgeprocesslauncher.ininlog: these log files record information about Bridge Server processes, such as crashes and restarts.

• ininbridgeserver_{X}.ininlog: these log files include information about the management of the connectors and their processes.

• ininbridgeservices_{X}.ininlog: these log files include information about communication between the Bridge Server and Amazon Web Services.

• ininupdate_{X}.ininlog: these log files record information about the Bridge Server shutting down, installing a new update package, and then restarting.

For copies of these log files, follow these steps:

1. Go to the Server Details page.

   1. Click Admin.

   2. Under Integrations, click Bridge.

   3. Click the Servers tab.

   4. Click the server whose log files you want to view.

2. Click Logs.

3. Click Request server logs.

4. Click a file to download.

CIC server switchover

A CIC server switchover requires having two CIC servers installed: one as the primary CIC server and another as the backup CIC server. When a CIC switchover occurs, the primary CIC server goes down and the backup CIC server becomes the new primary CIC server. The Bridge connector then creates a connection to the new primary CIC server.

Connector failed to start

Problem

The connector failed to start.

Causes

The connector can fail to start for the following reasons:

• The Zendesk user permissions are incorrect.

• The Zendesk credentials in the connector configuration are incorrect.

• The CIC credentials in the connector configuration are incorrect.

• Some other unspecified error occurred.

Solutions

• Confirm that the requirements for Zendesk agents have been met.

• Confirm the Zendesk credentials in the connector configuration.

• Confirm the CIC credentials in the connector configuration.

• Check the connector log files for information about errors.

No screen pop occurs

Problem

A screen pop fails to occur.

Causes

A screen pop may fail to occur for several reasons:

• An API call to Zendesk failed.

• If no screen pop occurs for Zendesk Open Contact By ANI:

  • The caller has never called from this phone number.

  • There are multiple users in the database with the same phone number.

• If no screen pop occurs for Zendesk Open Ticket By ANI:

  • The user has no open tickets in Zendesk.

  • There are multiple users in the database with the same phone number.

Solutions

• API call failure

  • Check the connector log files to confirm that an API call to Zendesk failed.

  • Wait for the connector to attempt to retrieve information from Zendesk again.

    Note:

    Entries added or updated in Zendesk may not be available for use by the connector for up to 10 minutes.

  • Reduce the number of API calls you make to Zendesk.

  • Confirm that the Zendesk credentials in the connector configuration are correct.

• Open Contact By ANI failure

  • The agent must manually navigate to the correct user record or create a new user record in Zendesk.

• Open Ticket By ANI failure

  • The agent must manually navigate to the correct ticket or create a new ticket in Zendesk.

Unable to connect to the Zendesk server

Problem

The connector is unable to connect to the Zendesk server.

Causes

This issue is typically due to invalid or missing server credentials in the connector configuration. However, this issue can also be due to security settings blocking network traffic or to an outage of the Zendesk server.

Solutions

• Confirm the connector configuration settings.

  • Zendesk Username: login ID for Zendesk. At a minimum, the user must be an agent in Zendesk.

  • Zendesk Security Token: API token generated for the Zendesk org

• If the issue is not due to incorrect configurations, confirm that the connection to the connector was successful.

  Check the PureConnect log file for the following.

  ZendeskPlugin.ConfigureApi : Attempting to connect to ZenDesk with user: '[Zendesk administrator's user email address] at url: 
  https://inintest.zendesk.com/api/v2>ININZendeskApi.Configure : Configuring ZendeskAPI for user: '[Zendesk administrator's user
  email address]' at url: https://inintest.zendesk.com/api/v2 CrmPluginFactory.CreatePlugin : Created new ZenDesk plugin

  • If these messages exist, the connection was successful.

  • If they do not exist, the connection was not successful. Check the security settings and firewall permissions for your network connection.

• Confirm the settings for the user account in Zendesk. If the Zendesk user does not have access to the API, the connector cannot connect to Zendesk.

  ININZendeskApi.Configure : Top Exception
  Type=ININ.Alliances.Common.BadCredentialsException
  Source=inin.zendesk.api-w64r-15-3
  Message=User: [Zendesk administrator's user email address] was forbidden from logging in. Please check the credentials, and verify user access
  StackTrace:
   at ININ.Zendesk.Api.ININZendeskApi.Configure(String serverUrl, String userName, String token) in 
  c:\workspace\jenkins_workspace\workspace\alliances-zendesk-common\src\api\ININZendeskApi.cs:line 55

  Confirm that the requirements for Zendesk agents have been met.