From July 30, 2021 13:34 UTC to August 3, 2021 08:26 UTC, Zendesk Sell customers experienced the inability to update/change the ownership of a Task to another agent of a Lead/Contact/Deal when that Task was already assigned. After applying changes, the Task owner did not update and remained the same.
07:28 UTC | 00:28 PT
We are currently working to resolve a service incident with Zendesk Sell not being able to assign tasks. We appreciate your patience.
08:17 UTC | 01:17 PT
Our team continues to work to resolve the issue in Zendesk Sell that prevents tasks from being assigned. We will provide the update once we have some pertinent information.
09:41 UTC | 02:41 PT
We are happy to report that the task assignment issue in Zendesk Sell has now been resolved. In case you still see any issues, please try refreshing your browser. Thank you for your patience!
Root Cause Analysis
This incident was caused by a Sell Frontend deployment that introduced a defect where users were not able to reassign the task owner.
The field responsible for “owner update” has been renamed from “owner” to “assignee” to better match the business logic there. Unfortunately in the old code we still relied on the “owner” naming convention.
To fix this issue, we defined the invalid parameter that was wrong and released a new frontend version to all clients.
- Increase unit test & types coverage between legacy code and new Task popover.
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. During an incident, you can also receive status updates by following @ZendeskOps on Twitter. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us.