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Zendesk sandbox instance fails to authenticate

  • August 6, 2021
  • 7 replies
  • 0 views
Y

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
    • yeasir
    • Author
    • 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
      • yeasir
      • Author
      • 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
      • yeasir
      • Author
      • 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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