Here to help

The Itential Adapter Team is here to help! If you experience any problems or can’t figure out how to make a change, don’t hesitate to contact us. We will often communicate through tickets/issues; however, we can also get on consultations with you when needed.

Open source

Since most adapters are open sourced, there is information available to the open source community and the public on how to get help from the Adapter Team. This information is located in GitLab under the Itential Open Source Project and the adapter sub-group.

Interacting with Adapters in GitLab. The information here includes making requests for specific adapters as well as information on how to contribute changes back to the adapter.

Contact Product Support

For help with any adapter changes:

• Create an Itential Service Desk (ISD) ticket. One advantage to creating an ISD ticket with Itential is that it comes with SLAs for initial communications so you will most likely get a faster response.
• It is beneficial to include in the ISD the following information about the adapter being used:
  • Name, also provide system connecting to if not obvious from the name
  • Type (itential product, itential opensource, custom), can usually be determined by the namespace
  • Version
  • Version of adapter-utils (should be in /adapter-home-dir/node_modules/@itentialopensource/adapter-utils/package.json)
  • Any debug level logs
• Product Support will respond and attempt to recreate and resolve the issue.
• If needed, Product Support will bring the item to the attention of the Adapter Team.
  • The Adapter Team may request additional information such as debug logs, working Postman or Curl information.
  • The Adapter Team if needed will set up a consultation to work with you on the issue.

Upgrade your adapter-utils dependency

You may need to upgrade the version of adapter-utils your adapter is using. Generally, the Adapter Team tries to prevent having breaking changes in the adapter-utils; however, if you have gone an extended time between updates, it is possible there could be issues when upgrading.

The process for upgrade adapter-utils:

• Change the version in the package.json dependencies section to either the specific version or the latest available version.
  • "@itentialopensource/adapter-utils": "^4.47.0"
• rm -rf node_modules
• rm package-lock.json
• npm install

Need more help?

If you are unable to determine the issue, see the Troubleshooting section for common adapter problems and solutions.