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IT Glue | General Inspector Failure due to: “External integration setup issue encountered”

Updated this week

Overview 💥

Occasionally, you may see one or more Inspectors in Liongard report a failed status with the error message:

“External integration setup issue encountered”

Here, the inspection itself completes successfully within Liongard, but the failure occurs when Liongard attempts to push inspection data to IT Glue.

This article explains why this happens and how to resolve it safely.

Why This Happens? 🤔

This error typically indicates a mapping or synchronization issue between a Liongard Environment and its corresponding IT Glue Organization.

Common causes include:

  • The IT Glue organization mapping becoming stale or corrupted

  • Changes made to IT Glue organizations after initial mapping

  • Permission or access inconsistencies at the integration layer

  • Mapping changes not being fully committed until a repair or re-sync occurs

Although the Inspector reports a failure, the data still lands in Liongard; only the IT Glue sync is impacted.

Symptoms You May See 🤒

  • Inspectors show Platform Failure status with the error message.

  • Inspection data is visible in Liongard but missing in IT Glue.

  • A warning icon (!) appears next to an Environment in the IT Glue Map Orgs screen.

Steps To Resolve 👨‍💻

Step 1: Identify the Impacted Environment

  1. Navigate to Admin > Integrations > IT Glue > Import & Mapping.

  2. Open the Map Orgs tab.

  3. Locate the Environment showing a warning icon (!) or related to the failed Inspector.

Step 2: Unmap and Re-map the Environment

  1. Click "Unmap" next to the affected Environment.

  2. Locate the same Environment entry again.

  3. Click "Map".

  4. Ensure the correct IT Glue organization is selected in the "IT Glue Organization Name" column.

This refreshes the logical association between Liongard and IT Glue.

Step 3: Repair and Re-Sync the Integration

After remapping,

  1. From the IT Glue > Flexible Assets page, open the Troubleshooting dropdown.

  2. Run Repair.

  3. Then run Re-Sync.

Step 4: Re-run the Inspector

  1. Re-run the affected Inspector.

  2. Confirm it completes successfully.

  3. Verify that data now appears correctly in IT Glue.

Troubleshooting Flow 🚀

Step

Action

Purpose

1

Identify affected Environment

Confirms scope of issue

2

Unmap & re-map Environment

Resets org association

3

Repair & Re-Sync

Saves and applies changes

4

Re-run Inspector

Confirms resolution

When to Contact Support 🦁

Contact Liongard Support if:

  • The error persists after remapping and repair/re-sync.

  • IT Glue data still does not update after successful Inspector runs

Providing the Environment name, Inspector name, and timestamp of the failure will help speed up troubleshooting.

Further Reading: https://docs.liongard.com/docs/configure-it-glue-integration#step-4-map-orgs

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