EB360: Resolving Everbridge UKG Integration Sync Failures: A Comprehensive Guide

Problem

Everbridge users may encounter synchronization failures and error messages when integrating with UKG (Ultimate Kronos Group) systems. Common error messages include:

• 'The API URL endpoint or service associated with UKG is either invalid or currently unavailable'

• 'The integration failed due to an unexpected error'

• 'Could not send Everbridge Incident'

Root Cause

Integration failures can occur due to several reasons:

• Potential maintenance activities on the UKG system during scheduled sync times

• Temporary unavailability of the UKG API endpoint

• Unexpected system errors

• Incorrect or expired credentials

Solution

To resolve Everbridge UKG integration synchronization failures, follow these troubleshooting steps:

1. Adjust Sync Schedule and Verify Connection

• Adjust the scheduled integration time to avoid potential UKG system maintenance windows

• Verify the current UKG connection settings

• Manually trigger the integration to confirm it can run successfully

2. Check Credentials and Permissions

• Verify that your credentials are correct and up-to-date

• Ensure the service account password hasn't expired

• Go to the integration settings and update the credentials if necessary

• Verify the API user exists and has proper permissions

3. Update UKG Sync Account Credentials

1. Log into your organization as an Admin

2. Go to Settings tab - Organization - Contacts/Assets - Contact and Group Integration

3. Click the Connection tab

4. Click the Edit icon in the upper right corner

5. Re-enter your UKG username and password

6. Save the changes

7. Click the sync now button in the upper right corner

8. Check the Sync Health tab to confirm successful sync history

4. Review Sync Health and Logs

• Click the sync now button to initiate a manual sync

• Review the Sync Health tab for any error messages or sync history

• Check API key configurations

• Ensure the integration application is using the correct, active API credentials

5. Troubleshoot Microsoft Entra ID Sync Issues

• Verify that the connection test to Entra ID is successful

• Check for any credential-related issues

• Manually re-authenticate or log in to the system if needed

• Review any specific error messages related to the sync process

• Ensure that your synchronization settings are correctly configured

Workaround

If the above solutions do not resolve the issue, consider the following workarounds:

1. Collaborative Troubleshooting

• Schedule a collaborative meeting with technical support from both Everbridge and UKG platforms

• Prepare a clear agenda focusing on specific configuration and technical issues

• Be prepared to share detailed information about the current configuration and the specific problems you're experiencing

2. Manual Intervention

• If the integration runs successfully when manually triggered, it suggests the issue is related to the scheduled synchronization timing

• Consider implementing a temporary process of manual syncs until the root cause of the scheduled sync failure is identified and resolved

If issues persist after attempting these solutions and workarounds, contact Everbridge support for further assistance.