Definitely a Triggers malfunction (looks like Support triggers mechanics experiencing a race condition somewhere inside).

14 Commentaires

  • Alexander Kormilin
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    Triggers conditions in English sounds like:

    1. Ticket is updated

    2. There is a comment and requester is able to view it

    3. Current user is an agent

    4. Requester != assignee

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  • Alexander Kormilin
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    Update: Issue still reproducing perfectly fine (if this is appropriate to call race condition "perfectly fine")), comments successfully added to the ticket via my code, but Zendesk trigger sends wrong payload to me.

    I want to hear something from you guys, I know there's a way to create Zendesk side app to listen for the events and notify me about them, that way exclude triggers from this process, but I want to know if it's necessary for me.

    Best regards, Alexander. 

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  • Kevin Ford
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    It might be the for loop throwing everything off. If you're trying to get the latest comment, use {{ticket.latest_public_comment_formatted}}. That also includes the attachments.

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  • Alexander Kormilin
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    Hello, Kevin!

    Unfortunately, it's not.

    I've changed the JSON sent to below:

    {
    "comment":"{{ticket.latest_public_comment_formatted}}",
    "subject":"{{ticket.title}}",
    "reqestersemail":"{{ticket.requester.email}}",
    "ticketid":"{{ticket.id}}",
    "creationdate":"{{ticket.created_at}}",
    "attachments":""
    }
     
    And there's still 2 or more requests with same comment sent by triggers if comments addition goes too fast.
    There's another video with changed payload.
    Looks like the problem is somewhere deeper.
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  • Kevin Ford
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    That video doesn't look like a trigger issue. I send JSON payloads like that all the time with similar trigger conditions. Maybe it's on the Slack app or middleware?

    EDIT: Also, take a look at the ticket event history.

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  • Alexander Kormilin
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    Wait, how can it be not the trigger issue?)

    Forget about Slack and my code, it doesn't matter in that case.

    Comments got added succesfully, the very same ones I wrote in Slack, but the trigger notifying about their addition sends same payload for different comments)

    How can it be related to Slack?)

    I think, it's better to show this to Zendesk dev team.

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  • Alexander Kormilin
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    Maybe you did not understand what's going on on the video?

    Sorry if that, let me explain it better:

    I have wrote an app which also can add comments to Zendesk Support tickets by posting a comment as a message in Slack thread.

    It works ok and there is no concurrency issues related to my app, I can provide a source code if you want to, but I thought there's no need to do this, as it is clear to view that my app is not involved in this bug (in any ways it can't be: all the things I'm telling you about is not related to my app or Slack or anything besides Zendesk Support).

    To prove statement above, I have wrote 25 lines of code just to send comments to some Zendesk ticket (810 in my case).

    I have also wrote a video with this code and the issue I'm talking about: Zendesk trigger fails on requests incoming at rpm >6 (maybe less), and sends the VERY SAME comments in more that 1 request, despite the fact comments got added completely fine.

    This is a concurrency bug. I have no tools or experience to investigate deeper, but this is obvious.

    Sorry for my anger, but I was not supposed to loose all day explaining that.

    Best regards, Alexander.

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  • Alexander Kormilin
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    Hello Kevin!

    Is there any updates on this?

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  • Actions pour les commentaires Permalien

    Hey Alexander, 

    Just a head's up, Kevin is not a Zendesk employee; he's another Zendesk end-user. So he may come back to continue the conversation, but he is under no obligation or expectation to do so. 

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  • Alexander Kormilin
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    Thank you for the reply, Nicole.

    So, how will it be now?

    I mean, there's still no comments from Zendesk team (besides yours). Is it accepted as a malfunction (bug), or is it Triggers mechanism design limitations?

    If this is a malfunction, when will it be fixed?

    Best regards, Alexander.

     

    BTW, sorry Kevin, thought you're the one in charge of resolving this. Don't even know why. My bad.

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  • Actions pour les commentaires Permalien

    Hi Alexander,

    I'm looking into this issue and trying to find out whether this is expected behavior. It may take a little while for me to confirm, but I'll come back and let you know what I find.

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  • Alexander Kormilin
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    Hello, Nicole!

    Great, thank you.

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  • Alexander Kormilin
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    Hi Nicole!

    Is there any updates on this?

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  • Brett - Community Manager
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    Hey Alexander,

    This sort of issue is tricky to troubleshoot in the Community forum. I see you already have a ticket created on your behalf with our Customer Advocacy team so we will continue working with you there. This will allow us to look at the individual tickets on your account to assist further.

    Let me know if you have any questions in the meantime.

    Cheers!

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