60783: Add Freshservice integration troubleshooting guide - #538
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Nadia-JSch wants to merge 4 commits into
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60783: Add Freshservice integration troubleshooting guide#538Nadia-JSch wants to merge 4 commits into
Nadia-JSch wants to merge 4 commits into
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Add a troubleshooting guide for the Freshservice integration, covering sync job errors, Cloud Connector connection errors, and common customization pitfalls. Content is adapted from internal support triage notes. Also link the new page from the setup, usage, and customization pages, and replace the duplicated Secure Tunnel Connection Error section on the setup page with a pointer to the new guide. Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
…oting Recapture the three Device42 UI screenshots in both light and dark themes and switch them to ThemedImage components, matching the other pages in the Freshservice integration section. Verification tokens, the instance GUID, and the account email remain blurred in both themes. The mapping.xml editor screenshot stays a plain image, as it shows a code editor rather than the Device42 UI. Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
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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:
NoneTypeasset type errors, the double-WHEREPostgreSQL syntax error, and components not syncing for custom asset types.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
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
psql, escalating to the integration team) replaced by customer-appropriate guidance.ThemedImagelight/dark pairs. Happy to re-capture in dark mode to build pairs if the section should stay consistent.Preview Links
- 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
- Use Freshservice Integration Introduction
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