Troubleshooting and FAQs
This page covers common Vitally connector setup, authentication, permission, and content-freshness issues for the Representational State Transfer (REST) API. For setup steps, see the Vitally setup guide.
Setup and authentication
The Vitally connector cannot connect
Symptoms:
- Connector setup fails after you enter the Secret Token or API base URL.
- The connector cannot authenticate with Vitally.
| Cause | Fix |
|---|---|
| REST API integration is disabled: The workspace does not have the Vitally REST API integration enabled. | In Vitally, select your account logo in the top-left, then go to Settings → Connectors → Integrations → Vitally REST API and enable the integration. Create a workspace-level Secret Token and enter it in the Glean Admin console. |
| Invalid Secret Token: You may have entered an incorrect token, or Vitally may have revoked it. | Create a new workspace-level Secret Token in Vitally and replace the value in Admin console → Connectors → Vitally. Never include the token in a support request or screenshot. |
| Incorrect API base URL: The URL does not match the Vitally workspace region. | Use https://<subdomain>.rest.vitally.io for US workspaces or https://rest.vitally-eu.io for EU workspaces. See Vitally setup. |
API path included in the URL: The configured value includes /resources or another path. | Enter the API base URL with https:// and omit the path. Glean adds /resources when it calls the Vitally API. |
Still not resolved? Contact Glean Support with the connector instance name, workspace region, and exact error text. Never send the Secret Token.
Missing content
A known Vitally record is missing from search
Symptoms:
- A user cannot find an account, organization, note, task, project, or conversation that exists in Vitally.
- Other records from the Vitally connector are searchable.
| Cause | Fix |
|---|---|
| Unsupported object: The record belongs to a Vitally object that is outside the connector's current scope. | Confirm that the record is an account, organization, note, task, project, or conversation. See Supported objects. |
| Crawl has not processed the record: Vitally created or updated the record after the most recent relevant crawl. | Check the connector status in the Glean Admin console and allow the relevant full or incremental crawl to run. See Crawling and update frequency. |
| Status changed in Vitally: A churned or archived status change does not guarantee immediate removal from Glean. | Allow the applicable crawl for the record type, or a full crawl, to complete. If the record remains after the crawl, contact Glean Support. |
Still not resolved? Contact Glean Support with the Vitally record URL, object type, connector instance name, and approximate time of the most recent crawl.
A conversation is missing its message thread
Symptoms:
- A conversation appears in Glean, but its messages are not available.
- The conversation subject or metadata is present without the expected thread.
| Cause | Fix |
|---|---|
| Conversation detail is unavailable: Glean retrieves conversation messages through a separate conversation-detail request, and Vitally did not return the detail successfully. | Check the connector status and allow the next conversation crawl to run. If the issue continues, contact Glean Support with the conversation URL. |
| No message content was returned: The conversation-detail request succeeded, but Vitally did not provide messages for the conversation. | The connector can index the conversation metadata that Vitally returns, but it cannot create message content that is absent from the Vitally response. |
Conversation message content depends on Vitally returning the conversation detail and its messages data. A conversation can therefore appear without a message thread.
Permissions and access
A user cannot see a Vitally record
Symptoms:
- A user can find some Vitally records but not a specific account, organization, note, task, project, or conversation.
- The user can access the record in Vitally but not in Glean.
| Cause | Fix |
|---|---|
| User is not in the record's ownership group: The user does not have the Admin role in Vitally and is not a key-role owner for the account or organization. | Confirm the user's Vitally identity and ownership assignment. Accounts and organizations use their key-role owners for permissions. |
| Account-linked child record: A note, task, or project with a parent account inherits permissions from that account. | Confirm that the user has access to the parent account through the connector's ownership model. |
| Conversation is linked to a different account: Conversation access is granted through the conversation's linked accounts. | Confirm that the user has access to at least one account linked to the conversation. |
| Vitally Access Group is being used: The connector does not read Vitally Access Groups when it builds document permissions. | Grant access through the Vitally user roles and ownership relationships supported by the connector. See Vitally permissions. |
Vitally Access Groups are not included in the connector's permission model. Access granted only through a Vitally Access Group is not automatically granted in Glean.
Still not resolved? Contact Glean Support with the affected user's work email, Vitally record URL, object type, and the user's relevant Vitally ownership or role information. Do not send the Secret Token.
User identity
A Vitally administrator is missing from Glean
Symptoms:
- A Vitally administrator is not available as a user in Glean.
- The administrator cannot be matched to the corresponding Glean identity.
| Cause | Fix |
|---|---|
| Email address is missing: The Vitally administrator response does not contain an email address. | Add an email address to the administrator's Vitally account. The connector skips administrator accounts without an email address. |
| Identity crawl has not run: Vitally added or changed the administrator after the most recent identity crawl. | Wait for the next full identity crawl, then check the user's status in Glean. The identity crawl runs daily by default. |
Still not resolved? Contact Glean Support with the administrator's Vitally email address, Glean work email, connector instance name, and approximate time of the most recent identity crawl.
Crawl behavior and freshness
Changes in Vitally are not appearing in Glean
Symptoms:
- A recently created or updated record is not searchable.
- A changed record still shows older information.
| Cause | Fix |
|---|---|
| Scheduled polling delay: This connector uses polling crawls rather than webhooks or real-time updates. | Check the connector status and allow the next incremental or full crawl to complete. See Crawling and update frequency for the default schedule. |
Record timestamp is not newer than the crawl watermark: Incremental crawls use the record's updatedAt value to select changes. | Confirm that Vitally updated the record and that its updatedAt value changed. If the record remains missing after the next relevant crawl, contact Glean Support. |
| Crawl has not processed the status change: A churned or archived status may be processed by the applicable incremental crawl or by full-crawl reconciliation. | Allow the next relevant incremental crawl or full crawl to complete. See Archived or churned records are missing. |
Still not resolved? Contact Glean Support with the record URL, object type, connector instance name, and approximate time of the most recent crawl.
Archived or churned records are missing
Symptoms:
- An account or organization marked as churned may no longer appear in Glean after a subsequent crawl.
- An archived note, task, or project may no longer appear in Glean after a subsequent crawl.
| Cause | Fix |
|---|---|
| Record is no longer returned by Vitally: A full crawl can remove records that Vitally no longer returns. | Allow a full crawl to complete. |
| Record was changed recently: The relevant incremental crawl has not processed the state change yet. | Check the connector status and allow the relevant incremental crawl to run. A full crawl also reconciles records that Vitally no longer returns. |
A churned or archived status change does not guarantee immediate removal from Glean. The applicable crawl for the record type or a full crawl must complete before Glean can reconcile the record.
Still not resolved? Contact Glean Support with the record URL, object type, connector instance name, and the time the record was archived or marked as churned.