This error occurs because the request sent to Unifi references a transaction that is either complete, errored or timed out. The reason for this is to prevent systems from spamming Unifi with repeat requests using the same ID.

If you are sending a receipt message, then this is likely to occur because the transaction in the receiving system is in an invalid state. Check the state of the receiving transaction, it should be in the awaiting receipt state, otherwise:

• If it is complete, then a previous request has completed it, and you must be sending duplicate receipts.

• If it is errored, then find out why and resolve. Your receipt will then process correctly.

• If it is timed out, then ensure you send the receipt in a timely fashion, or update the receiving systems integration settings to increase the time to wait for receiving receipt messages.

Unifi has successfully managed to extract a message name from the inbound request but hasn't been able to locate a corresponding message for the integration. Check the spelling of the message name in the request to that of the Unifi configuration. Also, double check the inbound endpoint you're connecting to as if it’s the wrong integration the message names may not align.

This error occurs because the bond state for the transaction being sent is in a state which does not match the state specified on the message definition.

Usually occurs when a bond has been closed and an external system attempts to send an update, which requires the bond to be open.

Check the bond state against that of the message definition and decide whether the definition needs to be amended, or the sending system needs to change its ways.

For Unifi to identify what transaction an inbound receipt is for, it needs to locate the message IDs from the inbound request. These IDs are then cross referenced against the Message ID and External Message ID fields on the transaction to make a match. These values are extracted from the request using the Reference lookup script found on the inbound settings of a Receipt message.

This error signifies that Unifi could not find a value for the message ID from the received request, and indicates that the issue is either with the received request, i.e. no message ID given, wrong format, etc or the reference lookup script for this message is incorrect.

This error occurs because the request sent to Unifi references a message ID that corresponds to an existing transaction in the receiving Unifi system. This usually happens when the receiving Unifi systems integration has been linked to two separate systems, i.e. a dev and UAT system, and therefore your message IDs are duplicated.

Ensure that the message IDs you are sending are unique, and/or you remove the preciously duplicated transactions in the receiving system.

This error is usually the result of domain separation. The inbound integration user is in a domain that does not have visibility of the domain that the transaction was created in. Check the domain of the transaction (this will be the same as the ticket being integrated) and compare to the domain on the received HTTP Request (this is the domain of the integration user).

When an outbound HTTP Request fails with a 401 error, it means the request was unauthorised by the other system - i.e. the authentication credentials given were invalid.

Unifi has a default Response Action for 401 responses which prevents retries for requests that fail with this error. Since credential issues can only be fixed by someone modifying them, retries would continue to use the same invalid authentication and continue to fail.

When a Response Action is applied to an outbound HTTP Request, it is marked on the record so you can easily see how it was handled.

Workaround

If for some reason you want to retry requests that fail with a 401 error, you can create a new 401 Response Action for the Integration (and specific Message if necessary) and enable retry. This will override the default Unifi 401 Response Action.

Unifi needs to know what message it is dealing with before it can perform any processing. Identifying the message is one of the first operations it undertakes. If you receive this error, then Unifi has been unable to identify the message name from the inbound request.

Check the following:

• there should be a message name in the inbound request e.g. CreateIncident, UpdateChange, AddAttachment

• compare the inbound request structure with the identify message script on the integration. This script is how Unifi extracts the message name. If the script isn't aligned with the inbound payload structure, this error will be generated