OroCRM and Zendesk integration

Greetings,

I’m interested in using the integration of Zendesk and OroCRM, but the sync is not completed. I’ve followed all the steps on How to Setup (https://www.zendesk.com/apps/support/orocrm/?source=app_directory) and never understood what is the problem.

The jobs oro_integration:sync_integration:1 and oro_integration:revers_sync_integration:1 status are “Running” or “Failed”, never got a “Success”.
Zendesk’s API is enabled and there are requests with the token generated for OroCRM. Even, I can create tickets using Google Chrome Dev Console with the token.
I installed the latest version of OroCRM and v4.0.0 of OroCRM and Zendesk integration.
My OroCRM installation is running on a Debian 10 machine with nginx and PHP 7.1, behind a firewall. A port forwarding rule to ports 80 and 443 was enabled.

Any information and help will be appreciated.

Topic

[Andrey YatsenkoModerator]

Hi Jorge,

Please check the log file for an error message that should explain why the job is failed.
https://symfony.com/doc/current/logging.html#where-logs-are-stored

[JorgeParticipant]

I got these errors:

[2019-09-09 16:35:15] batch.ERROR: Encountered an error executing the step: Client error response [statu s code] 401 [reason phrase] Unauthorized [url] https://example.zendesk.com/api/v2/search.json?query= type%3Aticket%20created%3C%3D2019-09-09T19%3A35%3A10%2B0000&sort_by=created_at&sort_order=asc [response body] {"error":"Couldn't authenticate you"} [] {"processor":"Oro\\Bundle\\IntegrationBundle\\Async\\Sync IntegrationProcessor","message_id":"oro.5d76a967759b95.38105608","message_body":"{\"integration_id\":1,\ "connector_parameters\":[],\"connector\":null,\"transport_batch_size\":100}","message_properties":{"oro. message_queue.client.topic_name":"oro.integration.sync_integration","oro.message_queue.client.processor_ name":"oro_integration.async.sync_integration_processor","oro.message_queue.client.queue_name":"oro.defa ult"},"message_headers":{"content_type":"application/json","message_id":"oro.5d76a967759b95.38105608","t imestamp":1568057703},"message_priority":0,"job_id":12596,"job_name":"oro_integration:sync_integration:1 ","job_data":[],"elapsed_time":"12076 ms","memory_usage":"49.33 MB"} [2019-09-09 16:35:15] app.ERROR: Errors were occurred: [] {"processor":"Oro\\Bundle\\IntegrationBundle\\ Async\\SyncIntegrationProcessor","message_id":"oro.5d76a967759b95.38105608","message_body":"{\"integrati on_id\":1,\"connector_parameters\":[],\"connector\":null,\"transport_batch_size\":100}","message_propert ies":{"oro.message_queue.client.topic_name":"oro.integration.sync_integration","oro.message_queue.client .processor_name":"oro_integration.async.sync_integration_processor","oro.message_queue.client.queue_name ":"oro.default"},"message_headers":{"content_type":"application/json","message_id":"oro.5d76a967759b95.3 8105608","timestamp":1568057703},"message_priority":0,"job_id":12596,"job_name":"oro_integration:sync_in tegration:1","job_data":[],"elapsed_time":"12095 ms","memory_usage":"49.27 MB"} [2019-09-09 16:35:15] app.ERROR: Client error response [status code] 401 [reason phrase] Unauthorized [u rl] https://example.zendesk.com/api/v2/search.json?query=type%3Aticket%20created%3C%3D2019-09-09T19% 3A35%3A10%2B0000&sort_by=created_at&sort_order=asc [response body] {"error":"Couldn't authenticate you"} [] {"processor":"Oro\\Bundle\\IntegrationBundle\\Async\\SyncIntegrationProcessor","message_id":"oro.5d7 6a967759b95.38105608","message_body":"{\"integration_id\":1,\"connector_parameters\":[],\"connector\":nu ll,\"transport_batch_size\":100}","message_properties":{"oro.message_queue.client.topic_name":"oro.integ ration.sync_integration","oro.message_queue.client.processor_name":"oro_integration.async.sync_integrati on_processor","oro.message_queue.client.queue_name":"oro.default"},"message_headers":{"content_type":"ap plication/json","message_id":"oro.5d76a967759b95.38105608","timestamp":1568057703},"message_priority":0, "job_id":12596,"job_name":"oro_integration:sync_integration:1","job_data":[],"elapsed_time":"12096 ms"," memory_usage":"49.27 MB"}

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32

[2019-09-09 16:35:15] batch.ERROR: Encountered an error executing the step: Client error response [statu s code] 401 [reason phrase] Unauthorized [url] https://example.zendesk.com/api/v2/search.json?query= type%3Aticket%20created%3C%3D2019-09-09T19%3A35%3A10%2B0000&sort_by=created_at&sort_order=asc [response body] {"error":"Couldn't authenticate you"} [] {"processor":"Oro\\Bundle\\IntegrationBundle\\Async\\Sync IntegrationProcessor","message_id":"oro.5d76a967759b95.38105608","message_body":"{\"integration_id\":1,\ "connector_parameters\":[],\"connector\":null,\"transport_batch_size\":100}","message_properties":{"oro. message_queue.client.topic_name":"oro.integration.sync_integration","oro.message_queue.client.processor_ name":"oro_integration.async.sync_integration_processor","oro.message_queue.client.queue_name":"oro.defa ult"},"message_headers":{"content_type":"application/json","message_id":"oro.5d76a967759b95.38105608","t imestamp":1568057703},"message_priority":0,"job_id":12596,"job_name":"oro_integration:sync_integration:1 ","job_data":[],"elapsed_time":"12076 ms","memory_usage":"49.33 MB"}   [2019-09-09 16:35:15] app.ERROR: Errors were occurred: [] {"processor":"Oro\\Bundle\\IntegrationBundle\\ Async\\SyncIntegrationProcessor","message_id":"oro.5d76a967759b95.38105608","message_body":"{\"integrati on_id\":1,\"connector_parameters\":[],\"connector\":null,\"transport_batch_size\":100}","message_propert ies":{"oro.message_queue.client.topic_name":"oro.integration.sync_integration","oro.message_queue.client .processor_name":"oro_integration.async.sync_integration_processor","oro.message_queue.client.queue_name ":"oro.default"},"message_headers":{"content_type":"application/json","message_id":"oro.5d76a967759b95.3 8105608","timestamp":1568057703},"message_priority":0,"job_id":12596,"job_name":"oro_integration:sync_in tegration:1","job_data":[],"elapsed_time":"12095 ms","memory_usage":"49.27 MB"}   [2019-09-09 16:35:15] app.ERROR: Client error response [status code] 401 [reason phrase] Unauthorized [u rl] https://example.zendesk.com/api/v2/search.json?query=type%3Aticket%20created%3C%3D2019-09-09T19% 3A35%3A10%2B0000&sort_by=created_at&sort_order=asc [response body] {"error":"Couldn't authenticate you"} [] {"processor":"Oro\\Bundle\\IntegrationBundle\\Async\\SyncIntegrationProcessor","message_id":"oro.5d7 6a967759b95.38105608","message_body":"{\"integration_id\":1,\"connector_parameters\":[],\"connector\":nu ll,\"transport_batch_size\":100}","message_properties":{"oro.message_queue.client.topic_name":"oro.integ ration.sync_integration","oro.message_queue.client.processor_name":"oro_integration.async.sync_integrati on_processor","oro.message_queue.client.queue_name":"oro.default"},"message_headers":{"content_type":"ap plication/json","message_id":"oro.5d76a967759b95.38105608","timestamp":1568057703},"message_priority":0, "job_id":12596,"job_name":"oro_integration:sync_integration:1","job_data":[],"elapsed_time":"12096 ms"," memory_usage":"49.27 MB"}

The important message is “Couldn’t authenticate you”. But, I connected to Zendesk, using the API Request Site of Zendesk: https://developer.zendesk.com/requests/new. Only if I use the email address without /token i get the same error message.

I think that the problem is with the Email, according to Zendesk API’s site, the API Email for basic auth must have /token at the end, i.e. mail@example.com/token, but in the form of OroCRM config I can’t add /token to the Email address.

For privacy reasons, I changed the URL to example.zendesk.com.

Thanks!

[Andrey YatsenkoModerator]

At OroCRM you must not add the token to an email, instead, fill the token in a separate field. Here is the full documentation:
https://oroinc.com/orocrm/doc/current/admin-guide/integrations/zendesk-integration

Make sure all the credentials in a form, including the token are valid.

[JorgeParticipant]

I followed all the steps, the API token field ONLY has the token generated by Zendesk and is valid, API Email only has the administrator email. Also is active.

What I mean is that in Zendesk Help, https://developer.zendesk.com/rest_api/docs/support/introduction#basic-authentication they explain that in the use of Basic Auth, the request has to be made (using curl) as:

Shell

curl https://obscura.zendesk.com/api/v2/users.json \ -u jdoe@example.com/token:6wiIBWbGkBMo1mRDMuVwkw1EPsNkeUj95PIz2akv

1 2	curl https://obscura.zendesk.com/api/v2/users.json \   -u jdoe@example.com/token:6wiIBWbGkBMo1mRDMuVwkw1EPsNkeUj95PIz2akv

I don’t know exactly how Oro makes the requests to Zendesk, to see if the request is made in the same way or not.

[JorgeParticipant]

Hello.

I want to mention that when I select to Schedule a Sync, the job keeps in a loop between the statuses “Running” and “Failed Redelivered”. Also, the logs from ./oroapp/var/log/prod.log shows that the user is not authorized by Zendesk, but again, the token is valid, either with the Email and URL.

[Author]

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