Overview

This article covers how to identify duplicate Service Item names or field API names in the target environment, resolve them before running a Config Set, troubleshoot API requests that return no results, and enable Freshworks Support access if needed.

Checking for Duplicate Service Item or Field API Names

Perform a GET API request to retrieve Service Items from both the source and target environments using the endpoint: https://<your_domain>.freshservice.com/api/v2/service_catalog/items, replacing <your_domain> with the actual Freshservice domain. Review the returned data to identify any duplicate Service Item names or fields with duplicate API names. The Freshservice API reference can be used for guidance on the request format.

Resolving Duplicates and Re-Running the Config Set

Once duplicates are identified, compare Service Item names and field API names across both environments and update the relevant names in either the source or target environment to ensure uniqueness. After resolving all duplicates, re-run the Config Set to sync the Service Item successfully.

must be resolved in the target Note: Dependencies cannot be excluded from a Config Set. All dependency issues - including duplicate Service Item names and field API names environment before running the Config Set.

Troubleshooting a GET API Request That Returns No Results

If the API request returns no results, verify that the correct endpoint is being used and that the domain placeholder has been replaced with the actual Freshservice domain. Confirm that the API credentials including the API key and header details are correctly configured with sufficient permissions to access Service Item data. Check that the API token is active and regenerate it if necessary. Also confirm that the Service Item exists in the target environment by navigating to Admin > Service Catalog > Service Items in the Freshservice UI. If the issue persists, enable Freshworks Support Access for both Production and Sandbox environments and notify the support team.