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Webhooks are Not Firing or Failing


Botond Bajka
  • Updated
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Overview

Webhooks are triggered by the events happening in FogBugz: updates done to cases, wikis, milestones, time tracking, or source control events.

It might happen that your Webhooks are not firing, or they are firing but failing with the error:

Unable to connect to the remote server

The troubleshooting workflow from this article could help you figure out the possible root cause of the issue, before contacting our Support Team.

Workflow

code2flow_r1fGiO.png

Instructions

Create or update cases manually

When your webhooks are not firing, please verify that the trigger events do happen.

Create or update cases manually, and check whether the webhooks are fired successfully.

 

Update Mailbox Settings

If webhooks are fired when cases are updated manually, but not fired when the cases are created and updated by incoming emails then you will need to verify your mailbox is configured correctly because then your issue is mailbox related, not Webhooks related.

 

Execute the Webhook manually

Execute the Webhook manually, outside of FogBugz by editing the webhook configuration to retrieve the URL used for the webhook call.

If the Webhook doesn't work outside of FogBugz, then the issue lies with the call or server external to FogBugz. You will need to debug the Webhook call to determine why the call or server is not working correctly.

If the Webhook works correctly outside of FogBugz, you will have to verify that your Webhooks configuration in FogBugz is correct.

Verify your Webhook configuration in FogBugz

Check that the webhook is configured correctly in FogBugz since the webhook call you tested is working outside of FogBugz. Please refer to the article Webhooks in FogBugz for information on how to configure a Webhook in Fogbugz.  

If the Webhook configuration needs to be modified please start troubleshooting from the first troubleshooting after correcting the configuration.

If the Webhook configuration is correct, please check the Webhook logs to see if there are any errors.

Check Webhook Logs

You can check your Webhook Logs under your Webhooks settings in FogBugz by clicking on View Log. If the Webhook log shows an error as and you are using:

  • FogBugz On-Demand you will need to raise a FogBugz support ticket.
  • FogBugz On-Premise, Manuscript On-Premise or Manuscript On-Site, please reach out to your FogBugz server administrator to investigate why the FogBugz server is not able to call the configured Webhook.  If you determine that there are no issues with the server, you will need to raise a FogBugz Support ticket.

Raise a FogBugz Support Ticket

Please open a FogBugz Support Ticket and provide the following details if they are applicable:

  • The name of the webhooks that are having issues
  • The Webhook Logs for the webhook that is not firing or failing and the error displayed in the logs
  • The results of any troubleshooting or investigation you performed.

The FogBugz Support team will review your support ticket and work with you to resolve your Webhook issue.

Escalate issue to the Infrastructure Team

If you are a FogBugz On-Demand customer, the support team can escalate the issue to our Infrastructure Team if they are not able to resolve your Webhook issue.

<supportagent>

For Support Agents Only:

If you are not able to resolve the webhook issue with the information provided, please confirm if this issue with webhooks is occurring for other FogBugz On-Demand instances by configuring and testing a webhook in your FogBugz On-Demand test instance (you can use http://webhook.site to create a webhook for testing).   

Escalate the issue to the SaaS Ops team as described in the FogBugz and Kiln - Components and Simplified Routing Table and provide the results of your webhook test.

Note: There are documented cases when the Unable to connect to the remote server error was caused by not enough available client connections.  Please share the following information when escalating the issue to SaaS as per the Routing Table:

When the issue occurred previously the PCA/SSE saw in the log file the following message in the log files: “read_buffer: read() failed on fd 7: Connection reset by peer
The solution applied by the PCA/SSE was to raise the max client connection (from 100 to 1000), and that solved the problem.

</supportagent>