Freshdesk GET API not working from automation, but working from Postman

[Marica S]

Hi,

I am trying to connect jira with freshdesk throught an  automation rule.

FD provides a GET endpoint for retrieving ticket information when using the proper query. 

I am using the query parameter in the GET endpoint, and it works as expected when tested in Postman, but in jira automation I always encounter an error. 

GET api: 

https://test.freshdesk.com/api/v2/search/tickets?query="tag:%27{{issue.key}}%

I am using the correct headers for content-type and authorization

Error in Jira is: 

Your outgoing web request configuration is invalid. Please fix the following errors and try again.

• Invalid web request url: https://test.freshdesk.com/api/v2/search/tickets?query="tag:%27KAN-5%27".

Could you help me understand what might be causing this issue?

[Marc - Devoteam]

HI @Marica S 

Welcome to the community.

What if you replace %27 with the right character?

%27 is '

So the call url would be: https://test.freshdesk.com/api/v2/search/tickets?query="tag:'{{issue.key}}'

[Marica S]

Hi @Marc - Devoteam , thank you for hint, but it is same

[Marc - Devoteam]

Hi @Marica S 

If you use it without '

So the call url would be: https://test.freshdesk.com/api/v2/search/tickets?query="tag:{{issue.key}}

As the error relates that the call is invalid.

So the API on Freshdesk side is telling the call is failing.

[Marica S]

@Marc - Devoteam same error :/ I tried everything, but problem still exist

[Marica S]

@Marc - Devoteam I managed to solve it!

the query should look like this:

query=%22tag%3A%27{{issue.key}}%27%22

[Marc - Devoteam]

So the Freshdesk API needs to have special characters in a call converted to HTML encoding.

That's not mentioned :(.

Might be something to raise to them.