Request API - Success in dev mode - Error in marketplace app

Product
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1

Hi,

We have integrated our internal product(on-premise) with Freshservice. A customer is unable to connect(using request API) to the on-premise product server(with a valid SSL certificate) using the plugin from the Freshservice marketplace. The following error response is received.

{“status”:502,“headers”:{},“response":"Error in establishing connection”,“errorSource”:“APP”,“attempts”:1}

But while trying to test the plugin in developer mode in the customer’s environment, we are able to connect to our on-premise product server.

What might be a possible explanation for this behavior?

Regards,
Baskar.

2

Hi @Baskar
Is the server accessible to the public network? Are there any logs available for the Marketplace call? This seems like a VPN or private network kind of issue.