Occasionally issues may arise with your integration with HappySignals. Here are some common troubleshooting cases and instructions on how to investigate and solve them.
Issue: Response links generated to emails are not working
Possible cause: HappySignals end-point or shared secret have been set incorrectly in the application configurations.
Solutions: Check that the end-point URL and shared secret are set exactly how they have been provided by HappySignals.
Sometimes extra characters, like spaces, may end up in the URL or shared secret when copying and pasting the details.
Issue: HappySignals response details are not getting pulled back to the ITSM tool
Possible causes: HappySignals end-point is set incorrectly, the scheduler polling HappySignals API is inactive or the API key has been set incorrectly in the application configurations.
Solution: Check that the end-point URL and API are set exactly how they have been provided by HappySignals. Check that the scheduler which polls HappySignals API is active and runs periodically.
Sometimes extra characters, like spaces, may end up in the URL or API key when copying and pasting the details.
Issue: Service Desk Agents are not able to see responses that are related to them in ServiceNow
Possible cause: The agents in question are missing the required role to access HappySignals response data and the agent widgets within ServiceNow.
Solution: Make sure that Service Desk Agents are provided with the role "x_pgo_happysignals.happy_agent"
Other troubleshooting tips
If your issue is not related to any of the example cases above and require additional troubleshooting here are some tips for investigating issues.
- Check the ITSM tool system logs
- Usually, our integration applications have logging in place that helps with troubleshooting issues without obvious causes. When looking into system logs in the ITSM tool, start by searching log statements containing the keyword "happy".
- Record example cases and provide these to HappySignals support.
- If your issue is related to response capture or something else in the HappySignals cloud platform record example cases if possible and provide these to our support personnel. The example cases will help us to investigate your issue quicker and figure out what might be causing them.
Contact HappySignals Support
If you can't figure out where the issue lies, need help with solving your issue or have questions, contact our support at firstname.lastname@example.org.