You do not have access to this record?

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  • Last Post 7 hours ago
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Galymzhan Bazilbayev posted this 4 weeks ago

During import of the artickes to Zendesk facing and error : "You do not have access to this record"

Before that we've tested import in test environment(sandbox) all works fine. Error appears during import to prod.

Is there any suggestions, or steps to follow in order to solve issue?

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Yevheniia Bilotserkovska posted this 4 weeks ago

Hello Galymzhan.

Could you please check whether you currently have the access to mentioned records? Looks like there is authorization issue on the Zendesk side.

Please restore the access, check whether it helps and let us know the result.

We are looking forward to hearing from you.

Best regards,

Yevheniia Bilotserkovska.

 

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Galymzhan Bazilbayev posted this 4 weeks ago

Hi, Evheniia.

That was my first thought I've checked all the accesses recreated to connection, nothing helps. I even contacted ZD support with this questions. They gave me link to your support

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Yevheniia Bilotserkovska posted this 4 weeks ago

Hello Galymzhan.

Thank you for your reply.

In this case we would recommend you to make a new run of the Package. If it won't help then please update API token in your Zendesk connection (create new token in Zendesk) and proceed Package running with this new one.

Please try and let us know whether it helped.

You can find detailed information about API Token Authentication in Zendesk here https://docs.skyvia.com/connectors/cloud-sources/zendesk_connections.html

We are looking forward to hearing from you.

Best regards,

Yevheniia Bilotserkovska

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Galymzhan Bazilbayev posted this 4 weeks ago

Hello, Yevheniia

We've tried all your suggestions, did not help =(

Same errors as shown below. 

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Yevheniia Bilotserkovska posted this 3 weeks ago

Hello Galymzhan.

Thank you for your reply.

We will investigate the issue with our developers and let you know the result ASAP.

 

Best regards,

Yevheniia Bilotserkovska

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Yevheniia Bilotserkovska posted this 3 weeks ago

Hello Galymzhan.

Thank you for waiting.

Could you please check whether you can edit ArticleTranslation data in Zendesk UI? Please try to login to Help Center in Zendesk and add the record.

Then please let us know the result.

Thank you in advance.

 

Best regards,

Yevheniia Bilotserkovska

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Galymzhan Bazilbayev posted this 3 weeks ago

Dear Yevheniia

We could not find ArticleTranslation data in Zendeskdid. Still same errors. Could you please advise any other options?

 

Thank you in advance.

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Yevheniia Bilotserkovska posted this 3 weeks ago

Hello Galymzhan.

In this case we would recommend you to contact with Zendesk administrator to check the access one more time, because it looks like still Zendesk access related issue.

Skyvia will not be able to edit the record until you have this access.

Please let us know the result.

 

Best regards,

Yevheniia Bilotserkovska

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Galymzhan Bazilbayev posted this 2 weeks ago

Dear Yevheniia

 

We have already contacted with Zendesk administrator. They said there is no issue with access and adviced us to contact you.

It would help if you can send us exact error logs, so we could send them to Zendesk to clarify the issue.

 

Thank you!

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Yevheniia Bilotserkovska posted this 2 weeks ago

Hello Galymzhan.

Now we see that there are two types of errors in the Package ID 184393:

1. 'Error evaluating 'Draft' from expression 'bool("Draft")': Cannot convert 'string' to 'bool'.'

In this case, you need to either convert the format using Expression Mapping, or if this field is not needed, exclude it from the mapping. More information about Expression Mapping you can find here: https://docs.skyvia.com/data-integration/common-package-features/mapping/expression-mapping.html

2. 'You do not have access to this record'

This error comes directly from Zendesk without any additional details. Could you please confirm that we can debug the Package so that we could get the detailed logs with call/responses and share it with you for further investigations by Zendesk?  

We are looking forward to hearing from you.  

Best regards,  

Yevheniia Bilotserkovska    

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Galymzhan Bazilbayev posted this 2 weeks ago

Hello Yevheniia,

About 1st case, we will check but we dont think thats the reason.

About 2nd case, sure you can debug the package. Do whatever it takes, as soon as it works. 

It would be wonderful if you could help us as soon as possible.

 

Many Thanks!!!

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Yevheniia Bilotserkovska posted this 2 weeks ago

Hello Galymzhan.

We have alredy asked the developer team for a log.

As soon as we receive it, we will share it with you immediately.

Thank you for waiting.

Best regards,

Yevheniia Bilotserkovska

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Galymzhan Bazilbayev posted this 4 days ago

Hello Yevheniia

Do you have any news about logs?

Thank you in advance!

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Yevheniia Bilotserkovska posted this 4 days ago

Hello Galymzhan.

The request is in progress. Once we have the update from developers, we will immediately get back to you with log.

Thank you for understanding.

Best regards,

Yevheniia Bilotserkovska

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Galymzhan Bazilbayev posted this 7 hours ago

Dear Yevheniia,

Kind reminder!

Thank you in advance!

 

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