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I don’t know if this needs to be an enhancement request or if this unexpected behavior of an existing feature.

In the Site Options we have email notifications set up for when an app sync fails. The wording of that says, “Select users who should get notified when an app sync failure occurs that requires customer intervention (ie. expired credentials)”

The problem is we DID have a sync fail, and it WAS because of expired credentials, but we never got any notification. I only found out because I happen to manually check it (the app we encountered this was the Mosyle Manager app. When I checked the Sync History on July 17th I saw the last manual sync I ran (on July 9th) but no other sync’s attempted, failed, or completed since then. When I clicked on General Settings there was a red-text notification next to our credentials saying there was an issue with them (I wish I had taken a screenshot of them for more detail, but I think it was the same notification as you’d receive if you just plain put in the wrong type of credentials). The thing is, we had not changed anything on either the Mosyle side nor the iiQ side, and these credentials were relatively new (less than a half-year old) as the Mosyle app had recently changed what type of token it accepted for access.

In summary, since our issue was specifically a failure of credentials (and I’d presume “expired” since we made no changes) I would have expected a notifiation. But we never received one.

I’ve had this complaint for quite a while. I want to be notified of any failure - regardless of the reason - so I can re-run it manually if needed, or address the reason behind the failure. Not being notified of something like expired credentials can cause a major disruption to those trying to manage device inventories, etc.


On the one hand, I get not receiving the notification if it was a simple error of putting in invalid credentials (because then you could be spammed with email for simply typing in a wrong password - though maybe that wouldn’t really be that big of a problem), but in this case we had been running syncs for quite some time with these credentials and it suddenly just stopped working but without being notified.


@PBauchan 650c0fd mvsd Thank you for submitting your question to our community! 😄 

Sounds like a bug. Have you submitted a ticket to our Support team yet? 


I did, and they suggested I submit it as an Idea. I think what’s unusual about this is that it doesn’t even record it tried to do a sync, so in that sense there wasn’t even a “failure” to record. Since it was on the credentials page I think the situation is no different than if you just typed in your admin password wrong, but that in itself doesn’t trigger any kind of notification. So its this weird middle ground of being an issue due to credentials but since it happens before it even tries to initiate a sync it doesn’t even give you a notification.


@PBauchan 650c0fd mvsd That is a very weird middle ground. Let me follow up with this ticket to make sure we are all on the same page. What is your ticket number? 


TIcket #3964.


@PBauchan 650c0fd mvsd I understand now. Thank you for adding this for additional clarification. Here is an idea for what you are looking for: 

 


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