Troubleshooting

Use this page for practical admin checks. For plain-language user explanations, see Common User Problems.

Start with the project health panel

Open the project in Setup and check Project Health first.

It usually tells you the next action:

• add credentials
• test the connection
• import history
• map statuses
• configure SLA goals
• leave collect-only mode

Webhook event did not arrive

Check:

1. Copy the webhook URL from SLApulse again.
2. Do not edit the URL manually.
3. Check that the source sends the X-Webhook-Secret header.
4. Check that the secret matches the current project secret.
5. Send a fresh test event.
6. Open webhook diagnostics.

If the webhook URL was copied from another project, an old project, or a deleted project, copy a fresh URL from the current project.

Webhook secret failed

If diagnostics says the secret is missing or invalid:

• confirm the source sends X-Webhook-Secret
• copy the current secret from SLApulse
• update the source webhook
• retry with a new event

If the secret was rotated, old source configuration will fail until it is updated.

Webhook payload failed

If diagnostics shows a validation or JSON error:

• check that the source sends a JSON body
• check that the webhook is configured for the expected source type
• send a new test event after saving source changes

Empty or invalid JSON bodies are rejected.

Webhook routing failed

Treat this as a wrong or old webhook URL.

Fix it by copying the webhook URL from the current SLApulse project and replacing the source webhook URL. Do not build the URL by hand.

Imported issue is missing

Check:

• source credentials are valid
• connection test succeeds
• import job completed
• issue is inside the import date window
• issue filter includes the issue
• source history contains a mapped Start

If the import window starts too late, import an earlier window that includes the real Start.

All events are skipped

This usually means events were duplicates or had no SLA effect.

If you expected new issues after a reset, check:

• the selected date window
• issue filters
• status mapping
• whether the source history contains Start statuses

Reports do not match Operations

This is often expected.

Operations shows current attention. Reports measure a selected period.

Differences are normal when:

• issues are terminal and no longer live
• issues are running or paused
• the report window does not include the relevant Start
• filters exclude issues
• the project is still collect-only
• Operations is filtered by project or priority

Lifecycle timeline looks wrong

Check:

• the first observed Start
• whether the policy is deadline mode
• pause mapping
• business-hours calendar
• display timezone
• no-effect statuses

If mapping was wrong during import, reset and reimport may be the cleanest fix.

Still stuck

If the checks above do not explain the issue, contact contact@slapulse.com and include:

• workspace name
• project name
• issue key, if relevant
• approximate time of the event or import
• what you expected to see