60783: Add Freshservice integration troubleshooting guide

[Nadia-JSch]

Summary

Adds a new Troubleshoot the Freshservice Integration page to the Freshservice integration section. Device42 support receives a high volume of Freshservice integration tickets, so this guide turns the internal support triage notes into a customer-facing, self-service resource.

The page covers the two main groups of issues:

• Sync job errors: missing asset errors, connection aborted and gateway timeouts, Freshservice API errors (400, 404, 409, 429, 500) with their retry behavior, NoneType asset type errors, the double-WHERE PostgreSQL syntax error, and components not syncing for custom asset types.
• Cloud Connector connection errors: how the WSS tunnel works, firewall and DNS requirements, reading the connection log, step-by-step recovery, and duplicate instance GUID errors.

It also includes a section on preparing DOQL queries from the mapping file for testing, common customization pitfalls (version-gated task variants, field type and name verification, special root-level fields, foreign key lookups, known limitations), and a Freshservice API endpoint reference.

Other changes

• Links the new page from the setup, usage, and customization pages, and adds it to the setup page's Next Steps.
• Replaces the duplicated Secure Tunnel Connection Error section on the setup page with a pointer to the new guide, where that content now lives under Duplicate Instance Errors.

Screenshots

Four screenshots are included, captured from a live Device42 instance. Verification tokens, the instance GUID, and the account email are blurred.

Seven [image: ...] placeholders remain in the page for screenshots that need access to the Freshservice integration app. The Device42 demo Freshservice instance is currently unreachable (Middle East data center), and the marketplace app is not installable on a self-serve trial, so those will be added in a follow-up.

Notes for review

• Content is adapted from internal triage notes, rewritten in second person with internal-only steps (running queries in psql, escalating to the integration team) replaced by customer-appropriate guidance.
• Images are plain markdown rather than ThemedImage light/dark pairs. Happy to re-capture in dark mode to build pairs if the section should stay consistent.

Preview Links

Jira issue	Description	Preview link(s)
60783	New troubleshooting guide	- Start With the Symptom - Collect the Error Details - Work With DOQL Queries From the Mapping File - Sync Job Errors - Cloud Connector Connection Errors - Avoid Common Customization Pitfalls - Useful Freshservice API Endpoints - Prepare a Support Request
60783	Move troubleshooting section and add cross-reference	Freshservice Integration Introduction
60783	Add cross-reference	- Customize Freshservice Introduction - Use Freshservice Integration Introduction

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