We’ve configured a custom event handler in Adobe Experience Cloud 2021 to trigger automated notifications when service cases are created via our external ticketing system through Adobe I/O Events. The handler works perfectly when cases are created manually through the UI, but completely fails to fire when cases come in through our REST API integration.
Our Adobe I/O Events registration appears correct in the console, and we’re receiving 200 OK responses from the API calls. The webhook endpoint is configured and accessible. However, the event handler that should trigger email notifications to our support team never executes for API-created cases.
Here’s our webhook registration:
const registration = {
name: 'service-case-handler',
events_of_interest: [{'provider': 'aec', 'event_code': 'case.created'}]
};
This is blocking our automated support workflow. Any insights on what could cause selective triggering behavior?
Marcus nailed it with the comprehensive solution. I want to add one more critical point about Adobe I/O Events registration that catches people - make sure your integration has the correct event subscriptions enabled in the Adobe Developer Console project settings. Go to your project, select the integration, and verify under the Events tab that ‘Adobe Experience Cloud Events’ is added as an event provider and that ‘case.created’ is checked in the list of subscribed events.
Also, regarding system resource management and webhook endpoint configuration, implement exponential backoff in your webhook handler. Adobe I/O Events will retry failed deliveries up to 10 times over 24 hours, but if your endpoint consistently fails or times out, the event registration can get automatically disabled. Set up proper monitoring and alerting on your webhook endpoint to catch issues before they accumulate.
For troubleshooting, enable debug logging in your event handler and add correlation IDs to track events from API creation through to handler execution. This helps identify exactly where in the pipeline events are getting lost. The combination of proper headers, explicit event source configuration, and robust webhook implementation should resolve your selective triggering issue completely.
Another thing to verify is your webhook endpoint configuration in the Developer Console. Make sure the delivery style is set to ‘webhook’ and not ‘journal only’. Sometimes people accidentally configure it for journal-only delivery during testing and forget to switch it back. Also check if your endpoint URL is using HTTPS with a valid certificate - Adobe I/O Events won’t deliver to non-secure endpoints or self-signed certs.
Have you checked the Adobe I/O Events journal? That’s usually where you’ll find clues about why events aren’t being delivered. Look for failed delivery attempts or schema validation errors. Your webhook endpoint might be returning the wrong status code or timing out on the initial handshake verification.