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Alan Byrne

가입한 날짜: 2021년 4월 16일

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마지막 활동: 2023년 1월 18일

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님의 최근 활동 Alan Byrne

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댓글Developer updates

Any news on when the ZAF for custom statuses is going to be available?

댓글 보기 · 2023년 1월 18일에 게시됨 · Alan Byrne

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댓글Developer updates

When are these new ZAF APIs being activated.  I have enabled custom statuses in my zendesk and can see these custom status values in the submit button, but when I call ZAF.get('ticket.customStats') or ZAF.get('ticket.statusCategory') I get an error back, see below

If I call ZAF.get('ticketFields:status'), I just get back details of the standard system statuses, there is nothing in the results to do with my custom status option values.

Error: Path 'customStatus' doesn't exist on node 'ticket'

댓글 보기 · 2022년 12월 22일에 게시됨 · Alan Byrne

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게시물 Developer - Zendesk APIs

We use the zendesk Incremental ticket event API to extract details of ticket updates.  We supply a start_time timestamp which indicates when we want to get ticket events from, we also side load comments.  A typical request URL might be

https://subdomain.zendesk.com/api/v2/incremental/ticket_events.json?incode=comment_events&start_time=>

Normally we will set the start time to be within the last few minutes (we are not typically extracting data from long ago).

The problem we have is that occasionally, the resulting data contains events that occurred way before the specified start time.  For example we asked for data from December 13 2022 and we got back events which were timestamped as 3 May 2021.  Moreover, in this case we got a huge number of these 'ancient' events.My understanding is that the incremental ticket event API will return a maximum of 1000 events, but we were returned 7435 of them in a single call and all bar 14 of them were from well before the time period we asked for.

There are a number of issues this causes

  • We are seeing and processing invalid data
  • Due to the size of the data returned we are hitting timeouts and are unable to process the data at all.

This does not happen all the time, but we have seen it on a number of subdomains and it makes the use of the incremental ticket event API unreliable.  Can something be done to ensure that the events returned are only those which are valid for the time period asked for.

I can provide specific examples of REST API calls that produce this rogue data.

2022년 12월 14일에 게시됨 · Alan Byrne

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커뮤니티 댓글 Developer - Zendesk Apps Framework (ZAF)

To clarify, I am not hiding lots of fields, but hiding lots of field values within a single field.

댓글 보기 · 2022년 11월 25일에 게시됨 · Alan Byrne

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게시물 Developer - Zendesk Apps Framework (ZAF)

We have an app which controls which option values in a drop down field are visible based on rules.  In some cases, our customers have a large number of option values in a field and they wish to hide all bar a few of them (4500 option values and hide 4480 of them).

We call ZAF.invoke providing a JSON object with details of all the option values we wish to hide.  This used to perform ok (maybe 6 months ago).  It was never instant but the time taken to hide 4000+ option values was sub 1 second.  Nowadays, our customer is complaining about Zendesk being unresponsive since the hide is now taking anything from 8 - 12 seconds and during that time, the browser is completely unresponsive.  You cannot scroll, type into a comment, select a drop down or anything.

Can anything be done to either speed up the performance of hiding (or showing) many option values, or at least implement it in such a way that it does not hog the browser thread for an extended period of time.

We have implemented a simple test app.  You nominate a drop down field that has lots of option values and then click a button to hide them all using the ZAF.  When you click the button you can do nothing with the browser until it has finished.

2022년 11월 24일에 게시됨 · Alan Byrne

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