Inspectors Failure | Error : [Rule ID : ‘xxx’] External integration setup issue encountered

Overview 💥

This message appears when Liongard successfully runs an inspection but cannot create or update the alert ticket in your PSA system (such as ConnectWise, Autotask, HaloPSA, etc.).

The error looks like:

[Rule ID: 'xxx'] External integration setup issue encountered

This is not an inspector failure—it is a ticketing integration issue caused by incorrect configuration, missing board mappings, or PSA API permission problems.

Why This Error Happens 🤔

Cause	Description
Incorrect PSA Integration Config	API credentials, server URL, or board mapping may be invalid.
Insufficient Permissions	PSA API user cannot create/update tickets on the selected service board.
Service Board Mismatch	Board selected in Liongard doesn't exist, is inactive, or is not accessible by the PSA user.
Company / Environment Mapping Issues	Incorrect mapping can prevent ticket creation.
Network / Allowlist Restrictions	Liongard cannot reach the PSA API endpoint.

Recommended Resolution 🧑‍🏫

Step 1: Identify the Failing Rule

Run the Inspector in Clear Cache + Debug mode.

Copy the full error from the logs, including the Rule ID:

[Rule ID: '184'] External integration setup issue encountered

Step 2: Locate the Alert in the Environment

Open the Debug Logs for the system.
In the Message column, search for the error text you copied.
Locate the entry showing the failing rule.
Note the Rule Name, for example:
```
Processing Rule: 'xxxxxx'
```

Step 3: Locate and Remove the Stuck PSA Ticket Link

Open a new browser tab and navigate to the Environment associated with the Inspector that is failing.
- Go to Admin → Environments and select the correct Environment from the list.
Once inside the Environment, click Overview → Alerts (Open) to view all currently active alerts.
Make sure the PSA ticket columns are visible:
- Click Columns (top right of the table).
- Enable the relevant ticket columns, such as:
  - ConnectWise Ticket
  - Autotask Ticket
  - PSA Ticket
In the Alerts table, use the search bar to look for the Rule Name you identified in Step 2. In the row that matches your alert’s Rule Name, locate the red Delete (trash) icon under the PSA Ticket column. Click the Delete icon. A confirmation popup will appear asking you to confirm the removal.
Confirm the deletion.
- This action removes the stuck or corrupted PSA ticket link, allowing Liongard to process the alert normally during the next inspection.

Step 4: Verify the Fix

Return to the Inspector that was failing.
Run the Inspector again using Clear Cache + Debug mode.
The inspection should now complete without encountering the
“External integration setup issue encountered” error.

Troubleshooting Flow Chart 📈

                       ┌──────────────────────────────┐
                       │  Inspector Fails with Error  │
                       │ [Rule ID: 'xxx'] External    │
                       │ Integration Setup Issue      │
                       └──────────────┬───────────────┘
                                      │
                                      ▼
                   ┌──────────────────────────────────────┐
                   │ STEP 1: Run Inspector in             │
                   │ Clear Cache + Debug Mode             │
                   └──────────────┬───────────────────────┘
                                  │
                                  ▼
                   ┌──────────────────────────────────────┐
                   │ Copy the full error message          │
                   │ including the Rule ID                │
                   └──────────────┬───────────────────────┘
                                  │
                                  ▼
                ┌────────────────────────────────────────────┐
                │ STEP 2: Go to Debug Logs                   │
                │ Search for the same error message          │
                └──────────────┬─────────────────────────────┘
                               │
                               ▼
                ┌────────────────────────────────────────────┐
                │ Note the "Rule Name" associated with the   │
                │ failing entry                              │
                └──────────────┬─────────────────────────────┘
                               │
                               ▼
        ┌────────────────────────────────────────────────────────────┐
        │ STEP 3: Navigate to System → Overview → Alerts (Open)      │
        │ Search for the Rule Name in the Title column               │
        └──────────────┬─────────────────────────────────────────────┘
                       │
                       ▼
        ┌────────────────────────────────────────────────────────────┐
        │ Ensure PSA Ticket column is enabled                        │
        │ Click the red Delete icon to remove the stuck PSA link     │
        └──────────────┬─────────────────────────────────────────────┘
                       │
                       ▼
           ┌───────────────────────────────────────────────┐
           │ STEP 4: Re-run Inspector in                   │
           │ Clear Cache + Debug Mode                      │
           └───────────────────┬───────────────────────────┘
                               │
                               ▼
                  ┌───────────────────────────────────┐
                  │ Inspector should now succeed      │
                  │ without the external ticket error │
                  └───────────────────────────────────┘

Contact Liongard Support 🦁

If the error persists after checking your integration settings:

Open a Support Ticket and Include:

The full error message (including Rule ID)
Screenshot of PSA integration configuration
Screenshot of service board settings
Related inspection logs
PSA ticketing logs (if available)

Contact Options

📧 Email: support@liongard.com
🌐 Submit a Ticket: https://support.liongard.com
💬 In-App Chat: Available inside the Liongard platform