Troubleshooting incorrect flag values and warning message for Zendesk Integration

Affected: Zendesk Integration

Symptoms

When using the Zendesk integration, you may encounter the following issues:

1. Warning: Context Not Seen for Over 30 Days
   A warning message indicates that the context has not been seen by the LaunchDarkly UI in the past 30 days.
2. Unexpected Flag Variation
   An unexpected flag variation is displayed within the LaunchDarkly integration application in Zendesk.

Cause

Warning Message

The warning message appears because the context has not been seen by the LaunchDarkly UI for over 30 days. Common reasons include:

• The context object with the given key value hasn't been evaluated by a feature flag. Read more about evaluating contexts in the Evaluating flags documentation.
• The evaluation took place, but the SDK is configured not to send events back to LaunchDarkly. Learn more about event configurations in the Analytics events documentation.

Unexpected Flag Variation

This issue occurs when:

• The Zendesk and LaunchDarkly integration is not configured correctly.
• The context object key value is not properly referenced.

Solution

Resolving the Warning Message Issue

1. Configure Your SDK to Send Events
   Ensure your SDK is set to send events to LaunchDarkly. See how to configure this in the Configuration documentation.

2. Whitelist Domains and IP Addresses
   Verify that the required domains and IP addresses are not blocked by your network. Find the full domain list in the Domain list documentation.

3. Evaluate the Context Object Using SDKs
   Use the appropriate SDKs to evaluate the context object. See examples in the SDK documentation.

Resolving the Unexpected Flag Variation Issue

1. Verify Context Association
   Ensure you associate the intended LaunchDarkly context kind within the integration.

2. Check Custom Field Settings in Zendesk

   • Verify if the custom field for the LaunchDarkly context key is set at the User or Organization level.
   • If created at the Organization level, ensure the LaunchDarkly context key is marked as an Organization field.
   • If created at the User level, this setting can be left unchecked.
     

3. Ensure Correct Key Value
   Confirm that the value within the User or Organization field corresponds to your intended context kind's key value. The custom User or Organization field value must match the context key.

   

Resources

• Zendesk
• Evaluating flags
• Analytics events
• Domain List