Troubleshoot Custom App Errors in the BoldDesk Marketplace
This article helps you troubleshoot common Custom Apps validation and creation errors in BoldDesk. These errors typically occur when required fields are missing, values are invalid, duplicate app details are provided, or configured inputs exceed supported limits. Use the error reference, field requirements, and troubleshooting guidance in this article to quickly identify the cause of an issue and apply the recommended resolution when creating or managing Custom Apps.
Custom Apps Error Reference (By Message)
| Error message | When it displays | How to resolve |
|---|---|---|
| API key must not exceed 100 characters | The Custom App API key exceeds the allowed length. | Reduce the API key length to ≤ 100 characters, or upgrade the plan if the limit is plan-based. |
| Invalid custom app details | Custom App details are invalid or malformed. | Validate the Custom App details format and content; correct malformed fields and retry. |
| Custom app details not found | The Custom App does not exist or cannot be retrieved. | Confirm the Custom App resource exists and the ID/reference is correct. |
| App logo required | The app logo field is missing during Custom App create. |
Provide the required app logo field in the request and retry. |
| App title already exists | A Custom App create request uses a title that already exists. | Use a unique app title, or update the existing Custom App instead of creating a duplicate. |
| App title must not exceed 100 characters | The app title exceeds the allowed length. | Shorten the app title to ≤ 100 characters, or upgrade the plan if the limit is plan-based. |
| App title required | The app title field is missing during Custom App create. |
Provide the required app title field in the request and retry. |
| Invalid app type | The app type value is invalid or malformed. | Confirm the app type value matches the accepted format/allowed values for Custom Apps. |
| App type required | The app type field is missing during Custom App create. |
Provide the required app type field and retry. |
| Description must not exceed 1000 characters | The description exceeds the allowed length. | Shorten the description to ≤ 1000 characters, or upgrade the plan if the limit is plan-based. |
| HTML content required | html content is missing during Custom App create. |
Provide the required HTML content field in the request and retry. |
| Password must not exceed 100 characters | The password exceeds the allowed length during Custom App create. | Shorten the password to ≤ 100 characters, or upgrade the plan if the limit is plan-based. |
| Invalid payload | The Custom App payload is invalid or malformed. | Validate payload structure and content; correct malformed payload fields and retry. |
| Payload required | The payload is missing during Custom App create. | Provide the required payload field and retry. |
| Secret key required | The secret key is missing during Custom App create. | Provide the required secret key field and retry. |
| Secret key must not exceed 100 characters | The secret key exceeds the allowed length. | Shorten the secret key to ≤ 100 characters, or upgrade the plan if the limit is plan-based. |
| URL must not exceed 250 characters | The URL exceeds the allowed length. | Shorten the URL to ≤ 250 characters, or upgrade the plan if the limit is plan-based. |
| Username must not exceed 100 characters | The username exceeds the allowed length. | Shorten the username to ≤ 100 characters, or upgrade the plan if the limit is plan-based. |
| Integration ID required | The integration ID value is missing. | Provide the required integration ID value (or complete the missing integration configuration) and retry. |
| Invalid data from custom app. If the problem persists, please contact the administrator | Data provided for the Custom App is invalid or malformed. | Validate the provided data and correct formatting/content. If the issue persists, contact the administrator with request details. |
| Payload limit exceeded | The payload exceeds the allowed size limit. | Reduce payload size to fit within limits, or upgrade the plan if the limit is plan-based. |
| The request couldn’t be completed due to a server error. Please try again later. | A server-side error prevented completing the request. | Retry later. If persistent, review related configuration implicated by the request and correct issues before retrying. |
Field and Limit Quick Reference
This section consolidates the explicit validation limits mentioned in the error messages.
| Field | Constraint type | Limit (from errors) |
|---|---|---|
| API key | Max length | 100 characters |
| App title | Required; max length; uniqueness | Required; 100 characters; must be unique |
| App logo | Required | Required |
| App type | Required; must be valid | Required; must be valid |
| Description | Max length | 1000 characters |
| HTML content | Required | Required |
| Password | Max length | 100 characters |
| Payload | Required; size limit; must be valid | Required; size-limited (exact size not provided); must be valid |
| Secret key | Required; max length | Required; 100 characters |
| URL | Max length | 250 characters |
| Username | Max length | 100 characters |
| Integration ID | Required | Required |
Troubleshooting (validation-focused)
Validation errors persist after correcting a field
- Re-check for whitespace-only values, truncated values, or encoding issues.
- Confirm that the request is sending the corrected value under the expected field name (for example, title vs app title), if applicable to your integration.
“Custom app details not found”
- Confirm the Custom App identifier used in the request is correct.
- Verify the Custom App was created successfully before attempting retrieval or update.
“The request couldn’t be completed due to a server error”
- Retry the request after a short interval.
- If the error continues, capture the request timestamp and inputs and contact the administrator/support team.
Frequently Asked Questions
-
What does “Invalid payload” mean for Custom Apps?
“Invalid payload” indicates the Custom App payload is malformed or does not meet expected structure/content requirements. Correct the payload format and retry. -
How do I fix “Payload required”?
Include the requiredpayloadfield in the Custom App create request and retry the operation. -
Why do I get “App title already exists”?
A Custom App already exists with the same title. Use a different title or update the existing Custom App instead of creating a new one. -
What is the maximum length for a Custom App URL?
The Custom App URL must not exceed 250 characters. -
What is the maximum length for the Custom App description?
The description must not exceed 1000 characters. -
What should I do when I see “Integration ID required”?
Provide the missing integration ID value or complete any missing integration configuration required to supply an integration ID, then retry. -
Why does the system require an app logo or HTML content?
The errors indicate app logo and HTML content are required fields during Custom App create. Provide those fields in the request. -
When should I contact an administrator?
If you receive “Invalid data from custom app…” after verifying payload/data formatting, or if server errors persist after retries, contact the administrator with the request context and inputs.
