Hi All,
I faced the same issue in both Freshdesk and Freshservice instances in different projects.
We have the requirements below,
- Integrating two Freshservice instances
- Integrating Freshdesk and thirdparty instance
We have implemented the OnTicketUpdate event to send the request to the another instance. Sometimes the API requests sends multiple time to the another instance which happens within in milliseconds. So we are not able to capture the duplicated requests from the log.
But the third party instance captured all the logs that we sends from Freshdesk.
I have shared all the logs and details that we trigger from Freshdesk. From that, I can confirm that we are sending only one request. We need help in identifying where this is getting updated as a duplicate request. I do not have any visibility of that because the entry is in another instance(Cloudcherry).
-
Freshdesk log details
- Observations from cloudcherry
There are two requests in thirdparty instance(cloudcherry) for these tickets.
But for the one request from Freshdesk via Trigger NPS app why there are two requests in cloudcherry.
How and from where these two calls are triggered? Can you please shed some light here?
- Log Details
Line 111454: 2022-05-31 17:16:16.573 [INFO] Request : {"document_type":"NRIC","division_id":"TS","marketing_segment":"CBG","customer_account_type":"Consumer",
"group":"Email","location":"Freshdesk","mobile_number":"","ticket_Id":"461301","email":[xxxx@xxxcglobal.net](mailto:xxxx@xxxcglobal.net),"customer_title":"","customer_name":[xxxx@xxxglobal.net](mailto:xxxx@xxxglobal.net),
"customer_id":"77063326376","nationality":"","transaction_date":"2022-05-31T09:15:18Z","agent_id":"77045590272","agent_name":"Roxanne CUETA CSE-HQ2","group_name":"Tier-1 Customer Affairs","transaction_type":"Mobile GE / Appt","product_type":""}
Line 111463: 2022-05-31 17:16:16.726 [INFO] Request : {"document_type":"NRIC","division_id":"TS","marketing_segment":"CBG","customer_account_type":"Consumer",
"group":"Email","location":"Freshdesk","mobile_number":"","ticket_Id":"461301","email":[xxxx@xxxglobal.net](mailto:xxxx@xxxglobal.net),"customer_title":"","customer_name":[xxxx@xxxglobal.net](mailto:xxxx@xxxglobal.net),
"customer_id":"77063326376","nationality":"","transaction_date":"2022-05-31T09:15:18Z","agent_id":"77045590272","agent_name":"Roxanne CUETA CSE-HQ2","group_name":"Tier-1 Customer Affairs","transaction_type":"Mobile GE / Appt","product_type":""}
Line 17817: 2022-06-07 11:16:26.889 [INFO] Request : {"document_type":"NRIC","division_id":"TS","marketing_segment":"CBG","customer_account_type":"Consumer",
"group":"Email","location":"Freshdesk","mobile_number":"","ticket_Id":"471476","email":[cxxx_sixxxx_1984@hotmail.com](mailto:cxxx_sixxxx_1984@hotmail.com),"customer_title":"","customer_name":[Cxxx_sixxxx_1984@hotmail.com](mailto:Cxxx_sixxxx_1984@hotmail.com),
"customer_id":"77054848652","nationality":"","transaction_date":"2022-06-07T03:14:58Z","agent_id":"77052840723","agent_name":"Netomiai Freshdesk","group_name":"Tier-1 Customer Affairs","transaction_type":"Others","product_type":""}
Line 17824: 2022-06-07 11:16:26.974 [INFO] Request : {"document_type":"NRIC","division_id":"TS","marketing_segment":"CBG","customer_account_type":"Consumer",
"group":"Email","location":"Freshdesk","mobile_number":"","ticket_Id":"471476","email":[cxxx_sixxxx_1984@hotmail.com](mailto:cxxx_sixxxx_1984@hotmail.com),"customer_title":"","customer_name":[Cxxx_sixxxx_1984@hotmail.com](mailto:Cxxx_sixxxx_1984@hotmail.com),
"customer_id":"77054848652","nationality":"","transaction_date":"2022-06-07T03:14:58Z","agent_id":"77052840723","agent_name":"Netomiai Freshdesk","group_name":"Tier-1 Customer Affairs","transaction_type":"Others","product_type":""}
Kindly help us on this!