Integration Connection Failures

Integration Failures

This page covers common issues when connecting CrownSync Playbooks to external service desks, SIEM platforms, and webhook endpoints. For platform-specific troubleshooting, refer to the individual integration guides.

Connection Refused

If you receive a connection refused error when setting up an integration:

• Check the URL— Verify the instance URL is correct, including the protocol (https://). Common mistakes include missing the subdomain, using http instead of https, or including a trailing path that should not be there.
• Check accessibility— Ensure the external service is accessible from the internet. On-premise installations behind a firewall may require a reverse proxy, VPN tunnel, or firewall rule to allow inbound connections from CrownSync.
• DNS resolution— If using a custom domain for your service desk, verify that DNS resolves correctly.

Authentication Failures

If your integration connects but authentication fails:

• Verify credentials— Double-check the username, email, API key, or token. API keys and tokens are often different from account passwords.
• Check permissions— Ensure the service account or API key has the necessary permissions (e.g. the itil role in ServiceNow, project access in Jira).
• Token expiry— Some platforms issue tokens that expire. Generate a fresh token and update the integration settings.
• IP restrictions— Some services restrict API access to specific IP addresses. Ensure CrownSync's outbound IP is allowed.

Webhook Not Triggering

If your inbound webhook (from an external tool to CrownSync) is not sending updates:

• Check the rule is active— In your external tool, verify the webhook rule, automation, or trigger is enabled and has not been paused.
• Check trigger conditions— Ensure the trigger conditions match the type of update you are testing. Some rules only fire on specific field changes.
• Check firewall rules— Your external tool must be able to make outbound HTTPS requests to pb.crownsync.uk. Check that your corporate firewall or proxy allows this traffic.
• Review delivery logs— Most external tools provide webhook delivery logs showing whether the request was sent, the response received, and any errors.

Timeout Issues

If integrations are connecting but timing out during data sync:

• Network latency— High latency between CrownSync and your external service can cause timeouts. This is more common with on-premise installations or services in distant geographical regions.
• Large payloads— If your service desk includes very large custom fields or attachments, the payload may exceed timeout limits. Review which fields are being synced.
• Rate limiting— The external service may be rate-limiting your requests. Check the service's rate limit documentation and adjust your sync frequency if needed.

Getting Help

If you cannot resolve an integration issue using the steps above:

1. Check the integration-specific troubleshooting section in the relevant guide (ServiceNow, Jira, Freshservice, Zendesk, Hornbill, ManageEngine)
2. Gather the error message, integration logs, and any relevant screenshots
3. Contact CrownSync support with the details