@Ayesha_Kulsum_S_J The support ticket you linked to was for extending rate-limits for External Events, which was already increased. This error is from rate limitation of Request Method. I have updated the rate-limit for Request Method for the same app installation to 200 rpm. Please cross-check and confirm if the issue is resolved now.
We have added some guide on calculating and deciding the rate limit the app requires in our recent blog. Please check it out.
You have to count how many APIs are made for the app’s ideal usage and, in the worst case (such as an increased number of APIs due to certain errors or API request replays). For example, if it’s an app opened in a ticket sidebar and makes an API request when opened, another for each button click, one more, if there’s an error from a button, click. The app would require 2 APIs per user or 3 APIs per user in the worst case.
Thank you @Raviraj .
How can I check my current rate limits of the app and usage details? If I am aware of this, based on usage I can request to increase the rate limit if required. We are aware of this issue only when a customer reports it. Is there an alternative way to find out?
@Ayesha_Kulsum_S_J Sorry, currently, it’s not possible to fetch all the customers using the app. You can only fetch the logs from the apps gallery from a customer account for any custom and public app.
As a better practice, you could calculate how much load the app can take with the default rate limit and how much the rate limit for each feature has to be increased for the increase in active users. The customers and their customer support/technical account manager can use this information to help the customer increase the limit if the app breaches the rate limit for them.
Would it help in the meantime?