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      Troubleshooting Issues with HappySignals Integrations

      Occasionally issues may arise in 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 is set incorrectly in the application configurations. 

      Solutions:

      Make sure the end-point and shared secret are set exactly how they've 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 and API key are set exactly how they have been provided by HappySignals. Check that the scheduler polling 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

      For any other issues, here are couple of additional troubleshooting tips for your investigating:

      1. Check the ITSM tool system logs
        1. Usually, our integration applications have logging in place that helps with troubleshooting issues without clear causes. When looking into system logs in the ITSM tool, start by searching log statements containing the keyword "happy" or the application name like "Ticket-based IT Experience".
      2. Record example cases and provide these to HappySignals support.
        1. If your issue is related to response capture or something else in the HappySignals cloud platform, record couple of example cases when possible and provide these to our support. Example cases will help us investigate your issues 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 support@happysignals.com.