Request API - Success in dev mode - Error in marketplace app


We have integrated our internal product(on-premise) with Freshservice. A customer is unable to connect(using request API) to the on-premise product server(with a valid SSL certificate) using the plugin from the Freshservice marketplace. The following error response is received.

{“status”:502,“headers”:{},“response":"Error in establishing connection”,“errorSource”:“APP”,“attempts”:1}

But while trying to test the plugin in developer mode in the customer’s environment, we are able to connect to our on-premise product server.

What might be a possible explanation for this behavior?


Hi @Baskar
Is the server accessible to the public network? Are there any logs available for the Marketplace call? This seems like a VPN or private network kind of issue.