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Error codes · realuptime errors ingest

RU-4020: Tracker webhook payload not understood

A tracker webhook delivery's body could not be read as JSON, or did not contain the fields that provider's payload is documented to always send (the issue/ticket id chief among them).

On the wire

Ships with HTTP status 400, carrying "code": "RU-4020" in the response body alongside the human-readable error message. Existing fields are never replaced by the code: it is additive.

Common causes

  • A custom Jira Automation "Send web request" body that does not forward the issue payload unchanged.
  • A provider sending a ping/test event with a shape this endpoint does not expect (GitHub's initial "ping" delivery, sent once when a webhook is created, is accepted and ignored rather than treated as this error; a different unrecognized event type is also ignored, not refused -- this code is reserved for a body that genuinely cannot be parsed).

How to fix it

  1. For Jira, set the Automation "Send web request" body to "Issue data (JSON)" rather than a custom payload.
  2. Confirm the provider is sending `application/json`, not form-encoded data.

Related codes

  • RU-4018: Tracker webhook not recognized
  • RU-4019: Tracker webhook signature missing or wrong

Still stuck?

Ask support and mention RU-4020: the code pins down the exact refusal path, so you skip the diagnostic back-and-forth.