Symptoms
A specific Inspector fails consistently.
The Inspector logs show the error: [Rule ID: ‘xxx’] External integration setup issue encountered.
Root Cause
This issue typically arises when an alert is triggered, but Liongard cannot successfully send the corresponding ticket to the integrated PSA system. This creates a blockage that prevents the Inspector from completing its run.
Resolution
Follow the steps below to identify and clear the stuck alert.
Step 1: Identify the Failing Rule
Run the failing Inspector in Clear Cache + Debug mode.
Copy the exact error message from the logs, including the Rule ID (e.g., [Rule ID: ‘184’]).
Step 2: Locate the Alert in the Environment
Navigate to the Debug Logs for that system.
In the Message column, search for the error message you copied.
From the corresponding log entry, note the Rule Name (e.g., Processing Rule: 'xxxxxx').
Step 3: Find and Delete the PSA Ticket Link
In a new browser tab, go to the Environment for the failing Inspector.
Click on Overview and then Alerts (Open).
In the table, search for the Rule Name from Step 2 in the Title column.
Ensure the ConnectWise Ticket or IT Glue Ticket column is visible. If not, click the Columns button and enable it.
In the row for the alert, locate the red Delete icon in the PSA Ticket column.
Click the delete icon. A confirmation dialog will appear.
Confirm the deletion. This breaks the link between the alert and the ticket in the PSA, allowing the Inspector to run again.
Step 4: Verify the Fix
Return to the Inspector in Liongard.
Run the Inspector again in Clear Cache + Debug mode.
The Inspector should now complete successfully.
Important: If the error persists with a different Rule ID, this indicates another alert is stuck. Repeat Steps 1 through 4 for the new Rule ID until the issue is fully resolved.