Asana Integration Troubleshooting Guide
The Asana integration in BoldDesk enables agents to create Asana tasks from tickets, link existing Asana tasks to tickets, and view linked task details from the ticket page.
This article explains how to resolve common errors that may occur while creating, linking, unlinking, or synchronizing Asana tasks in BoldDesk.
For instructions on installing the integration, mapping workspaces and projects, creating tasks, or linking tasks, explore the Related Articles section.
Before You Begin
Before troubleshooting an error:
- Refresh the ticket and reopen the Asana app.
- Confirm that the affected task, project, or workspace is available in Asana.
- Confirm that the Asana account used by the integration can access the resource.
- Verify that the required workspace and project are mapped under Admin > Marketplace > Asana.
Only mapped Asana projects are available for task creation and linking in BoldDesk.
Error Messages and Resolutions
Required-Field Errors
The following errors occur when information required to create or link an Asana task is missing.
| Error message | How to resolve |
|---|---|
| Title required | Enter a title for the Asana task and retry the operation. |
| Description required | Enter a description for the Asana task and retry the operation. |
| Task Id required | Enter the Asana Task ID and click Search. |
| Project ID required | Select a workspace, and then select a mapped project. |
| Project name required | Select the project again. If the project is not listed, ask an administrator to verify the project mapping. |
| Workspace ID required | Select an Asana workspace before selecting the project. |
| Workspace name required | Select the workspace again. If the workspace is not listed, ask an administrator to review the integration configuration. |
| Asana link ID required | Refresh the ticket, reopen the Asana app, and repeat the link operation. If the error continues, contact BoldDesk Support. |
Workspace, Project, Title, and Description are required when creating an Asana task. Assignee and Due Date are optional.
When linking an existing task, enter its Asana Task ID, click Search, and select the task from the results.
If a required value is already selected, clear the selection and select it again. If the error continues, provide the information listed under Contact BoldDesk Support.
Invalid Project or Workspace
Applicable errors
- Invalid project
- Invalid workspace
These errors may occur when the selected resource is unavailable, is not mapped in BoldDesk, or cannot be accessed by the Asana account used by the integration.
Resolution
- Confirm that the project or workspace is available in Asana.
- Confirm that the Asana account used by the integration can access it.
- Go to Admin > Marketplace > Asana.
- Verify that the required workspace and project are mapped.
- Save the configuration.
- Refresh the affected ticket and retry the operation.
If the project or workspace remains unavailable after verifying the mapping and account access, contact BoldDesk Support.
Asana Account Not Found
Error message
Asana account not found.
BoldDesk cannot retrieve the Asana account configured for the integration.
Resolution
- Go to Admin > Marketplace > Asana.
- Open the installed Asana integration.
- Confirm that the configured Asana account is active.
- Confirm that the account can access the mapped workspace and projects.
- Reconnect or reauthorize the account if that option is available.
- Save the configuration.
- Refresh the affected ticket and retry the operation.
If the account and mappings are valid but the error continues, contact BoldDesk Support.
Linked Task Not Found
Error message
Linked Task not found.
BoldDesk cannot retrieve the Asana task associated with the ticket.
Resolution
- Copy the Task ID displayed in BoldDesk.
- Search for the task in Asana.
- Confirm that the task exists and is accessible to the Asana account used by the integration.
- Refresh the BoldDesk ticket and reopen the Asana app.
- If the task is no longer available, unlink it and link an active task.
- If the unavailable task cannot be unlinked, contact BoldDesk Support.
Ticket-Eligibility Errors
The following errors occur when the current state of a BoldDesk ticket prevents an Asana task from being linked.
| Error message | How to resolve |
|---|---|
| Asana task cannot be linked to a deleted ticket. | Use an active BoldDesk ticket. If the ticket was deleted accidentally and the applicable BoldDesk permissions allow recovery, restore the ticket before retrying the link operation. |
| Asana task cannot be linked to a spam ticket. | Confirm that the ticket is legitimate. Remove the spam classification using the available BoldDesk ticket action, and then retry the link operation. Do not change the classification of genuine spam. |
Duplicate-Link and Link-Limit Errors
| Error message | How to resolve |
|---|---|
| The task you are trying to link is already linked to this ticket. | Close the linking dialog and continue using the existing linked task. If the wrong task is linked, unlink it before linking the correct task. |
| Linked Task exceeds maximum limit. | Review the task already linked to the ticket. To link a different task, unlink the existing task before linking the replacement. |
A BoldDesk ticket can have only one linked Asana task. However, the same Asana task can be linked to multiple BoldDesk tickets.
The one-task-per-ticket limit is controlled by the BoldDesk integration and is not an Asana task limit.
Field-Length Errors
Applicable errors
- Title must not exceed 65400 characters
- Description must not exceed 65400 characters
These errors occur when the value submitted in the Title or Description field exceeds the integration limit.
Resolution
- Shorten the affected field.
- Keep the title as a concise, single-line summary.
- Remove unnecessary quoted replies, signatures, repeated content, and long diagnostic output from the description.
- Retain only the information required to understand and investigate the issue.
- Retry task creation.
A useful task description can include:
- A summary of the issue.
- The expected result.
- The actual result.
- Steps to reproduce the issue.
- Relevant environment information.
- A short excerpt of the error message.
Example title:
[Ticket #10452] Duplicate invoice created after payment
These errors are field-length validation errors. Upgrading the Asana subscription will not resolve them.
Invalid Webhook Object
Error message
Invalid webhook object.
This error indicates that BoldDesk could not process an update received from Asana.
Resolution
- Refresh the ticket and reopen the Asana app.
- Confirm that the linked Asana task is still available.
- Confirm that the Asana account used by the integration can access the task.
- Retry the affected action once.
- If the error occurs again, contact BoldDesk Support.
When contacting support, provide the BoldDesk ticket date and time when the error occurred.
General Processing Error
Error message
An error occurred when processing Asana integration.
BoldDesk could not complete the requested Asana operation.
Resolution
- Refresh the ticket and retry the operation once.
- Confirm that the affected Asana resource is available to the account used by the integration.
- Verify that the required workspace and project are mapped under Admin > Marketplace > Asana.
- If the error affects multiple tickets, ask an administrator to review the Asana integration configuration.
- If the error continues, contact BoldDesk Support.
If an Asana error phrase is displayed, include the complete phrase in the support request.
Contact BoldDesk Support
If an error continues after completing the applicable troubleshooting steps, provide:
- BoldDesk organization URL or organization ID.
- BoldDesk ticket ID.
- Exact error message.
- Screenshot showing the complete Asana app panel.
- Asana Task ID, if applicable.
- Asana workspace and project names.
- Action performed, such as creating, linking, unlinking, or synchronizing a task.
- Date, time, and time zone.
- Steps required to reproduce the error.
- Whether the issue affects one ticket or multiple tickets.
- Confirmation that the affected resource can or cannot be opened in Asana.
- HTTP status code, error phrase, or correlation ID, if displayed.
Do not include passwords, access tokens, OAuth secrets, session cookies, or other authentication credentials in the support request.
