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Y
yeasir
August 6, 2021
Question

Zendesk sandbox instance fails to authenticate

  • August 6, 2021
  • 7 replies
  • 69 views

I have created a sandbox in our company's zendesk account. I am not the admin but the account that I used to create the sandbox has admin priviliges. I created API key in that sandbox. Then i tried curl command to hit the query api (api/v2/requests/search.json?query=) on the sandbox instance(obviously using the sandbox subdomain) but I am getting error "Could not authenticate you". If i hit the production instance with a production instance api, it works, which means my curl command syntax is correct.

What am i doing wrong? Can the sandbox instance be accessed via the api?

 

7 replies

Eric27
Eric27
August 9, 2021

Hey there,

Can you confirm that token access is enabled in your sandbox? You'd be able to see this under channels > api in the admin settings.

Have a wonderful day!

Eric Nelson | Manager - Developer Advocacy

Y
yeasirAuthor
August 10, 2021

Hi Eric,

Thank you very much for responding. I almost lost hope that I would get a solution. Have had to resort to opening temporary accounts with trial period to test my changes.

Yes, token access is enabled for the sandbox instance. Here is the latest status: I am getting a 422 error if i use the sandbox subdomain and authentication details. However, if i use my other account's(the temporay ones that i have opened) subdomain and api token, i can successfully create ticket or create users in zendesk. Here is the response that I am getting:

Client error: `POST https://DUMMYDOMAIN.zendesk.com/api/v2/tickets.json` resulted in a `422 Unprocessable Entity` response: {"error":"RecordInvalid","description":"Record validation errors","details":{"submitter":[{"description":"Submitter is i (truncated...) [details] {"error":"RecordInvalid","description":"Record validation errors","details":{"submitter":[{"description":"Submitter is invalid","error":"InvalidValue"}],"base":[{"description":"Author is invalid"}],"requester":[{"description":"Requester: is invalid","error":"InvalidValue"}]}}

Can you please guide me to the right direction to resolve the issue?

Thanks,
Yeasir

Eric27
Eric27
August 10, 2021

Hey Yeasir,

Mind if I move this into a ticket so I can get info specific to your sandbox? This will help me to be able to debug the issue.

Thanks!

Eric

    Y
    yeasirAuthor
    August 10, 2021

    Hello Eric,

    Absolutely. Please let me know if you need any further details from my end.

    Thankfully,
    Yeasir

    Eric27
    Eric27
    August 10, 2021

    Great thanks yeasir,

    I've went ahead and opened a ticket on your behalf. Look forward to working with you via that!

    Have a wonderful day!

    Eric Nelson | Manager - Developer Advocacy

    N
    Nathania
    October 13, 2021

    Hi there, I am having the same issue. Our sandbox instance is failing to authenticate. Was there a resolution?

    Y
    yeasirAuthor
    October 14, 2021

    Hi Nathania,

    Yes I had this issue resolved. What is the response that you are receiving from the sandbox instance?

    The sandbox instance is a different entity to the production instance. So the settings/data from production is not copied over to the sandbox instance, as I understood. Please make sure access using api key in sandbox is enabled.

    In my case the issue was I was trying to create a zendesk ticket on behalf of one of our application customers but the sandbox instance could not find that person(i.e.; requester_id). Later we found out that it was happening because the id/person on behalf of whom I was trying to create the ticket  exists in our production(which was connected to zendesk prod) and I assumed it exists in zendesk sandbox instance as well. But as I mentioned above, that is not the case.

    If this does not help, submit a support request with the request and response details and someone should help you out. I received prompt support.

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