Telegram Channel doesnt work

Technical assistance
1

Infos:

  • Used Zammad version: Zammad 3.3.x
  • Used Zammad installation source: package
  • Operating system: Ubuntu 18.04.4 LTS Server
  • Browser + version: Mozilla Firefox v76.0

Expected behavior:

  • In Telegram chat Zammad should send the Wellcome Message when I send “/start” and when I reply this message show in the Tickets section in Zammad

Actual behavior:

  • When I send “/start” in the Telegram chat with bot I don’t get any response.

Steps to reproduce the behavior:

  • Create new bot in Telegram channel in Zammad, with API Token of the bot
  • Start a new chat with this bot in Telegram and send “/start” to start the conversation.

When I look in the following address
https://api.telegram.org/botBOT-TOKEN/getWebhookInfo
I get this response
{“ok”:true,
“result”:{
“url”:“https://soporte.sos.net.ve/api/v1/channels_telegram_webhook/xyxyxyxyxyxyxyx?bid=1234567890”,
“has_custom_certificate”:false,
“pending_update_count”:1,
“last_error_date”:1589060453,
“last_error_message”:“Connection timed out”,
“max_connections”:40}}

Do I need to enable anything else in Zammad?
Thanks in advance

1 Like
2

I think your Zammad instance cannot accessed from Telegram servers. As you can see https://check-host.net/check-report/cc767a9k22c

Firewall?

3

Thanks for your reply @lumpov
Where are the Telegram servers? There are some countries with time out to mi domain.
The Zammad is behing a firewall with only 443 port open, is there another port needed to integrate the Telegram channel with Zammad.

Thanks in advance for your help

4

https://core.telegram.org/bots/webhooks - there are ip ranges for incoming connections.

P.S. your firewall or firewall of your provider block connections from certain countries, AFAIK.

5

I’m going to check this IP ranges in my FW or with my ISP.
Thanks @lumpov

6

@lumpov do you know how I test this API route? https://soporte.sos.net.ve/api/v1/channels_telegram_webhook/xyxyxyxyxyxyxyx?bid=1234567890
where I get the code “xyxyxyxyxyxyxyxyxyxyxyxyx”?
I try to make a request with #curl command and it gives a error message “No route matches [GET]” and I didn’t find documentation about the function “channel_telegram_webhook”

Thanks,

7

What is the purpose of this tests? Availability? You must check it on special third-party services like check-host. And I think you don’t need to test full callback url, root of Zammad instance is enough.

8

Ok, I get it. I’m waiting for the response of the firewall administrator about the ip ranges
And meantime I was trying to understand the whole proccess but it’s ok hehe

Thanks

9

Hi there,

I am running Zammad 3.4.x completely standard on Centos 7, as per the installation instructions. When I send the messages from Telegram, the message is not showing in Zammad, and in the Production log shows the following:

Completed 422 Unprocessable Entity in 79ms

I am using a Letencrypt certificate, and the output from https://api.telegram.org/bot<my ctoken/getWebhookInfo is as follows:

{“ok”:true,“result”:{“url”:“https://support.dfacto.one/api/v1/channels_telegram_webhook/YhlJbF7rGSX9Iw?bid=1338852667",“has_custom_certificate”:false,“pending_update_count”:13,“last_error_date”:1594820476,“last_error_message”:"Wrong response from the webhook: 422 Unprocessable Entity”,“max_connections”:40}}

Please assist, as the Telegram channel is critical to the deployment.

Thanks,
Louis

10

Please open a new thread and provide the full log output that correspondents to this entry.
Zammad definitely logs a lot more - without these information we can’t help you.

Recycling this thread will greatly worsen the overview for other people having issues.

11

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