Between September 13, 2021 at 22:00 UTC and September 15, 2021 at 04:38 UTC, some Support tickets created via API may have encountered errors leading to some missing user fields such as requester.phone and locale.
06:04 UTC | 23:04 PT
Between September 13, 2021 at 22:00 UTC and September 15, 2021 at 04:38 UTC, some Support customers creating tickets via API may not have had requester phone numbers passed into those tickets. The issue is now fixed.
Root Cause Analysis
This incident was caused by a code change that was made during an application framework upgrade. Part of the intended changes was to bring our API in line with our public documentation . Our investigations into this incident revealed that while the API behaved in line with our public documentation, some customers were using the Create Ticket API endpoint in unexpected ways.
To fix this issue, our team reverted the code change to restore the previous working API behavior.
Capture rejected/allowed parameters in internal monitoring [Completed]
Implement additional unit tests on Ticket controller [Scheduled]
Review scope of the Ticket API based on customer usage [Scheduled]
Review rollout of future input parameter models [Scheduled]
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.