What do i do if my integration goes down?

When you have an integrated service there may be times where it comes down which can disrupt your workflow. Here are a few things you can try your self before submitting a ticket to support.

Problem with the service request

The most common reason why an integration goes down is something to do with the form it originates from. Here are a few things to check in the form that you can fix your self.

1. 
   No location found: When you have a location picker that used by the integration and for some reason, the location does not come through this will cause the integration to go down if an address is provided in the location picker make sure to check the address exist within the community tab with a valid UPRN


2. 
   Special characters: Special characters such as emojis can cause the integration to fail as this will not be recognized as a valid character and it will cause the integration to not accept it. If you have access to updating the form you can go into the form and remove that character.


3. 
   Missing essential fields: in the scenario that a service request comes through with missing fields that are essential, this can cause the integration failed as chances are that field is required by whoever your integration is with. The reason this can happen can be for multiple reasons, one common example will be if the customer experiences packet loss (Internet cutting out) Which can result in some data loss in the process of submitting the form.

Changing the Service requests status to close

With a lot of integrations, they are managed by status. If this is how your integrations run you can follow the steps that will more then likely put the integration back up.

1.  Go into Service > action > Interactive report.


2.  Go into a filter and select the related catalog and form that has the failed integration.


3.  Find the service request just after the last successful integration.


4.  Go into the Service request.


5.  On the right-hand side find "Update" and then "Status".


6.  Set the Status of the Service request to the name of the status that is set to close.


7.  Go back to interactive reports and allow a few minutes for the integrations to kick in again.

This is generally a last resort if nothing can be found within the form that is causing the integration to go down. Should you still face any issue with your integrations after trying this please contact Support via a support ticket as this will be treated as a high priority issue so we can get your integration back up.