Forums/Product news and updates/Release notes

API v2 additions and fixed stuff

Jake Holman
posted this on June 14, 2012 11:33

New Stuff

Fixed Stuff

  • Push notifications may have been appearing in different languages intermittently. This should no longer be happening
  • We were displaying incorrect date formats in our "Date Picker", used in the ticket UI to set a due date. This has now been resolved
  • Facebook's "Like" button was not displaying correctly for non-English language browsers. While we were sending Facebook the locale to render the "Like" button, Facebook expects a very strict format which we were not following. This is now resolved
  • In some cases it became difficult to assign an incident to a newly created problem ticket. This was due to UI caching not showing the latest list of problem tickets. This is now resolved
  • When changing an agent to an end-user, we'll now attempt to warn you of the consequences of that action


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Ben Rohrs
Product Manager

One more thing that was included in this week's release. We are now calculating first response time in a more precise way. This change only affects the stats displayed on the Reports Overview page. For tickets which have an agent comment at the time of creation, we previously tracked these as having a first response time of zero. However, this is incorrect, as in most cases, this comment is made on behalf of an end-user. We have corrected such tickets to calculate first response time based on the second agent comment.

Due to this change, customers will now see a jump in the value of first response time on the Reports Overview dashboard, but this new method of calculation is more accurate.
June 14, 2012 14:45
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Will Dobbins

@Ben - This may be a moot point, but I'm curious if this changed once already?  When I originally started tracking first response time I found that tickets submitted by my Agents would have an artificially inflated first response due to the fact that it required a 2nd post by the agent to reflect a "first response".  I worked around this by modifying my reports in GoodData to exclude tickets created by my agents.

Either way, I think this should be a configurable choice based on how an organization views a 'first response'.  In our case we have walk up traffic, the user has been responded to immediately (thus 0 minutes is accurate), but in some cases an organization may not want that first post to be considered a response.

June 14, 2012 14:50
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Ben Rohrs
Product Manager

@Will: The change was only made to the Reports Overview page (both the count and the sparkline), so you shouldn't expect a change for the rest of your Reports. Unfortunately it's difficult to make this an account setting since these stats can require a lot of processing to calculate and exceptions make them more expensive to calculate.

June 14, 2012 21:07
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Arnaud de Theux

I was about to report the push notification in wrong language... :) You guys are too quick!

June 15, 2012 00:51
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