API 500 Server Error | The place for Zendesk users to come together and share
Skip to main content

API 500 Server Error

  • December 19, 2024
  • 33 replies
  • 51 views
Bruno13

We have been seeing a lot if instability for extracting the report information through API. While not ideal, usually retrying it makes it work, but no luck today…

 

We haven't changed anything today, could you help please?

We need support.

 

500 Server Error: Internal Server Error for url: www…

    33 replies

    Samanta Velho
    • Samanta VelhoProduct Manager
    • Product Manager
    • December 27, 2024
    Hi Bruno,
     
    Thank you for reaching out regarding the instability you’ve been experiencing with the API for extracting report information. I apologize for the inconvenience this has caused. I was out of the office for a few days, but I’m back now and ready to help you.
     
    To better understand the situation, could you please provide some feedback on whether the issue has persisted since you reported it on the 19th? Specifically, I’d like to know if you’re still encountering problems as of today, the 27th, or if the issue has resolved but occurred over a period of time.
     
    Your input will be very helpful in investigating this matter.
     
    Thank you for your patience, and I look forward to your response.
    Samanta
    Samanta Velho
    • Samanta VelhoProduct Manager
    • Product Manager
    • December 27, 2024

    Request #13212337 "Request created from: API 500 Se..." was closed and merged into this request. Last comment in request #13212337:

    This request was created from a contribution made by Bruno Alcantara on December 19, 2024 08:58 UTC.

    Link: https://support.zendesk.com/hc/en-us/community/posts/8570404371866-API-500-Server-Error

    --

    We have been seeing a lot if instability for extracting the report information through API. While not ideal, usually retrying it makes it work, but no luck today…

     

    We haven't changed anything today, could you help please?

    We need support.

     

    500 Server Error: Internal Server Error for url: www…

    Bruno13
    • Bruno13
    • Author
    • January 6, 2025

    Hi @samanta11 ,

     

    We continue to face the same issue and it has been failing almost everyday.

    This is a daily report, so we have to manually process it again one by one.

     

    Could you please, assist on how could we improve this?

    Samanta Velho
    • Samanta VelhoProduct Manager
    • Product Manager
    • January 6, 2025

    Request #13227646 "Request created from: API 500 Se..." was closed and merged into this request. Last comment in request #13227646:

    This request was created from a contribution made by Bruno Alcantara on January 06, 2025 10:34 UTC.

    Link: https://support.zendesk.com/hc/en-us/community/posts/8570404371866-API-500-Server-Error#community_comment_8659148502554

    --

    Hi 6023917640858 ,

     

    We continue to face the same issue and it has been failing almost everyday.

    This is a daily report, so we have to manually process it again one by one.

     

    Could you please, assist on how could we improve this?

    Samanta Velho
    • Samanta VelhoProduct Manager
    • Product Manager
    • January 6, 2025
    Hi Bruno,
     
    I’m bringing this again to my colleagues' attention so they can review the situation. In the meantime, to expedite the troubleshooting process, could you please share the URL you’re using to make the request that is returning the 500 error?
     
    Thank you!
     
    Best,
     
    SV
    Bruno13
    • Bruno13
    • Author
    • January 6, 2025

    Of course, here are two exaples:

    CPH:
    500 Server Error: Internal Server Error for url: https://rebuy.zendesk.com/wfm/public/api/v1/reports/cacffeb4-ccf8-464c-b98a-7b1258ff1d48/data?startTime=1734480000&endTime=1734480000&page=1

    AHT :
    500 Server Error: Internal Server Error for url: https://rebuy.zendesk.com/wfm/public/api/v1/reports/c83bdec8-d679-4ffe-9cd2-4a5ef50bf173/data?startTime=1734480000&endTime=1734480000&page=1

    Samanta Velho
    • Samanta VelhoProduct Manager
    • Product Manager
    • January 6, 2025
    Thanks for sharing, Bruno!
     
    I’ll pass along the URLs you just sent to the team, and I’ll get back to you as soon as we have any updates or if we need more information to troubleshoot the issue further.
     
    Best regards,
     
    SV
    Joanna Zola
    • Joanna ZolaProduct Manager
    • Product Manager
    • January 17, 2025
    Hello,
     
    The following has been tested
    https://rebuy.zendesk.com/wfm/public/api/v1/reports/cacffeb4-ccf8-464c-b98a-7b1258ff1d48/data?startTime=1734480000&endTime=1734480000&page=1
    and got 200 back.
    Account is assumed with Daniel Freudenberger - df@rebuy.com and API request is trigger under that account. Image is attached.
     
    Best regards
     
    Bruno13
    • Bruno13
    • Author
    • January 17, 2025

    Hey Samantha,

    The problem is intermittent.

    I attached some pictures for reference, from this morning.

     

    Could you also share a timeline for the early program to conclude? :)

    Joanna Zola
    • Joanna ZolaProduct Manager
    • Product Manager
    • January 20, 2025
    Hi Bruno,
     
    Thank you for the additional information you have provided. 
     
    I'm Joanna, product manager for the team that is addressing problems with the WFM Public API EAP. Me and Marko Pavlovic (our Engineering Manager) will continue to assist you with addressing errors you are experiencing. 
     
    I have brought this additional information to the attention of the team.
     
    At this point the plan is for the WFM Public API to continue as an early access program.
     
    Best regards,
    Joanna Zola
    Bruno13
    • Bruno13
    • Author
    • January 29, 2025

    Thank you Joana, for the information.
    Hopefully we get this working smoothly soon, would you please have an update?

    The issue persists.

    Thank you!

    M
    • Marko16Employee
    • Employee
    • January 29, 2025
    Hi Bruno.
     
    Jumping in here. 
    Can you share time when you are triggering this script?
    We can see 4:04
    It is reports API with pagination for the previous day as we can see
    Thank you in advance.
     
    Respect,
     
    Marko
    Bruno13
    • Bruno13
    • Author
    • January 29, 2025

    Hi, Marco!

    Yes, the time we are triggering for these 2 are 4:04 and 05:11
    We need to fetch different reports from tymeshift.

    Bruno13
    • Bruno13
    • Author
    • January 29, 2025

    Marko*,  sorry

    M
    • Marko16Employee
    • Employee
    • January 29, 2025
    Thank you Bruno.
    No worries at all.
    Let us look into our logs what is happening.
    Meanwhile we will trigger calls on our end.
    In browser we see 200.
    Might be we would need to load the calls via Postman. If that is the case could we organize a session to share temp API token?
    Bruno13
    • Bruno13
    • Author
    • February 4, 2025

    We can organize to share the token, how can I share it without being public?

    Could you create a ticket per mail, requesting the token, please?

     

    Question: don’t you capture WFM API endpoints in support Admin?

    If so, the failures would be easily identifiable.

    M
    • Marko16Employee
    • Employee
    • February 20, 2025
    Good day Bruno,
    Any updates on our end regarding API requests?
    Do you see change in stability and moving away from Error 500 in past days?
     
    On a note of sharing the token, we have a workaround. 
    If still needed  following steps could be taken:
    1. Allow temporary account assumption that we could use
    2. We would than generate temporary API connection with a key/token that we will use for testing purpose.
    3. Run performance/load tests
    4. Report back and delete temporary connection we created
    Bruno13
    • Bruno13
    • Author
    • February 20, 2025

    Perfect, yes please.

    Account assumption is turned on and you can test the API connection, please.

     

    Still fighting the errors and redoing it manually….

    Bruno13
    • Bruno13
    • Author
    • February 25, 2025

    Any news? :)

    Bruno13
    • Bruno13
    • Author
    • March 4, 2025

    Hi again!
    Can we have an update on this? :)

    It really damages our processes and it's creating a lot of extra manual effort in the company, also not having the data updated hurts our monitoring.
     

    Unfortunately, Zendesk doesn't offer the same connections in Explore, so we need a solution ASAP.

    Bruno13
    • Bruno13
    • Author
    • March 10, 2025

    Could you reach out through my mail?
    Would really appreciate some feedback here and if needed we can schedule a meeting.

     

    We continue having the same pain with the data API, failing for inexplicable reasons and randomly.

    Bruno13
    • Bruno13
    • Author
    • March 10, 2025

    It's been almost two months. :(

    Bruno13
    • Bruno13
    • Author
    • March 10, 2025

    Three, sorry.

    Samanta Velho
    • Samanta VelhoProduct Manager
    • Product Manager
    • March 10, 2025

    Request #13396050 "Request created from: API 500 Se..." was closed and merged into this request. Last comment in request #13396050:

    This request was created from a contribution made by Bruno Alcantara on March 10, 2025 14:49 UTC.

    Link: https://support.zendesk.com/hc/en-us/community/posts/8570404371866-API-500-Server-Error#community_comment_9006636510362

    --

    Could you reach out through my mail?

    Would really appreciate some feedback here and if needed we can schedule a meeting.

     

    We continue having the same pain with the data API, failing for inexplicable reasons and randomly.

    Samanta Velho
    • Samanta VelhoProduct Manager
    • Product Manager
    • March 25, 2025
    Hi Bruno,
     
    Thank you for your patience, and I sincerely apologize for the delay in our response. It appears that some communications in this thread were recorded as internal comments and did not reach you, which is certainly not ideal.
     
    We are currently addressing several API issues reported during this early access stage, and I understand that this particular issue is taking longer to resolve due to the inconsistent behavior you’ve experienced. If there is any additional context or specific details you can share that might assist us in troubleshooting, please feel free to let us know.
     
    I also want to emphasize that, as you are aware, the API is in early access, which can lead to more frequent issues than we would prefer for both parties. This is why we clearly outline in the EAP participation agreement that:
     
    7. ABSENCE OF WARRANTIES; ASSUMPTION OF RISK
    7.1. All EAP Tools are pre-release and are expected to contain defects, which may be significant. They are not expected to operate at the performance or compatibility level of a final, generally available product offering. EAP Tools may not function correctly and may be substantially modified prior to public availability or withdrawn at any time. Access to and use of the EAP Tools is entirely at your own risk. In no event shall Zendesk be liable for any damages arising from the use or inability to use EAP Tools, even if Zendesk has been advised of the possibility of such damages. You are advised to safeguard important data, use caution, and not rely on the correct functioning or performance of any EAP Tool.
    7.2. Zendesk makes no warranty, express or implied, with respect to any EAP Tool, and all warranties, whether express or implied, are hereby disclaimed, including, without limitation, implied warranties of merchantability and fitness for a particular purpose.
     
    We truly value your feedback and are committed to resolving these issues as quickly as possible. Please don’t hesitate to reach out if you have further questions or need additional assistance.
     
    Thank you again for your understanding!
     
    Best regards,
    Samanta
    Terms & ConditionsAccessibility statement