user1001

Hi,

I would like to suggest to make the required JWT attribute "name" to be optional.

The reason is that I got a complaint from a customer that when he changes an agent user name and the agent does a SSO login the name changes back to the original once since we are using an outdated name from our side (but actually, having the name out of sync between zendesk and us is not relevant for us).

To avoid this problem I am planning to change our SSO login processing to fetch the current user name by calling the Zendesk API and search by user email. But I would like to avoid this http request if possible. Also, there is a risk I get an old user name in case there is delay in the sync of the Zendesk DB.

Alternatively I am considering setting a webhook to be notified of user name changes.

But as you can see, all this could be avoided by having the JWT attribute "name" to be optional.

Since the user could be unequivocally identified by the email, I think there would be no impact if this change is done.

Or maybe you have some other suggestion.

 

Sorry,

when uploading the file data, I used form parameter "file" instead of "uploaded_data" (as require by the API).
After correcting this, it worked:

zendesk_request PUT api/v2/apps/788738 body={"name":"Basix","short_description":"Basix","upload_id":1840932}
Waiting for app update job to complete
Checking app update job status
zendesk_request GET api/v2/apps/job_statuses/de6a9ed7968eb547ab69faa540a453ce body=null
{ id: 'de6a9ed7968eb547ab69faa540a453ce',
  url: 'https://d3v-brastel.zendesk.com/api/v2/apps/job_statuses/de6a9ed7968eb547ab69faa540a453ce.json',
  total: 105,
  progress: 105,
  status: 'completed',
  message: 'Basix updated.',
  retry_in: 3,
  app_url: 'https://d3v-brastel.zendesk.com/api/v2/apps/788738.json',
  app_id: 788738,
  app_name: 'Basix' }

So everything is OK.

Thanks.

 

Here are the steps I tried:

Uploaded a file using POST https://d3v-brastel.zendesk.com/api/v2/apps/uploads.json

Got response with upload_id:

reponse_body: { id: 1840900 }

Started update of app passing the received upload_id:

PUT api/v2/apps/788738 body={"name":"Basix","short_description":"Basix","upload_id":1840900}

Waiting for app update job to complete

Checking app update job status
GET api/v2/apps/job_statuses/81ca43f4c621440f85ae0ff99a2c86f7 body=null
{ id: '81ca43f4c621440f85ae0ff99a2c86f7',
  url: 'https://d3v-brastel.zendesk.com/api/v2/apps/job_statuses/81ca43f4c621440f85ae0ff99a2c86f7.json',
  total: null,
  progress: null,
  status: 'failed',
  message: 'The task failed because of an error: no implicit conversion of nil into String',
  retry_in: 3 }

OK. This actually works.

Alex Perez (https://support.zendesk.com/hc/en-us/profiles/962139513-Alex-Perez) explained the reason it didn't work in my case: I have a single agent in the group. In this case, in addition to be automatically assigned to any tickets created in that group, Zendesk doesn't permit deassignment of the ticket. For deassignment to be possible there must exist at least two agents in a group.

 

Hi,

I am testing creating tickets via API against a domain with a single agent.

By the Zendesk rules

  https://support.zendesk.com/hc/en-us/articles/227331747-About-the-inborn-system-ticket-rules

when a ticket is created, if there is only one agent in the group, the sole agent will be automatically assigned to the ticket even if the assignee_id is not specified in the API call.

For us, this is undesired, so I tried to set a trigger for "ticket is created" and action "assignee is blank" but it didn't work: the trigger execution counter confirms the trigger is being called but the assignee doesn't change.