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CUL-DigitalServices / avocet-ui

Open Academic Environment (OAE) Front-End
http://www.oaeproject.org
Educational Community License v2.0
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Tickets being created in Zendesk without manuscripts attached #210

Closed Marc75 closed 10 years ago

Marc75 commented 10 years ago

This morning all three tickets created in Zendesk from the Avocet site have come through without a manuscript attached. It is not possible to fill in the form without attaching at manuscript, so this would suggest that the document is not being sent through when the submit button is pressed. The tickets this affects are;

OA991

OA992

OA993

simong commented 10 years ago

Only OA992 was not showing the private comment

Turns out to not really be an OA issue (yet). We've configured zendesk in a spoke-and-hub setup. We're talking to the spoke's API which then propagates updates to the zendesk hub. The private comment was persisted in the spoke but wasn't being propagated to the hub. Ops will be creating a support ticket with the zendesk staff to get a better understanding of why the private comment didn't propagate through.

For future diagnosis, we should probably start by checking the spoke (as an agent) and see if everything ended up in there.

Marking as On Hold to wait for ops.

Marc75 commented 10 years ago

Zendesk have reported back to say that they have not been able to find an issue.

We've now got admin accounts on both the hub and spoke in order to allow the team to debug more easily.

ucamhal commented 10 years ago

Waiting on this, turns out we don't have the pw yet: https://bugs.caret.cam.ac.uk/browse/DSOPS-157

ucamhal commented 10 years ago

Just went through all the Avocet generated tickets on the hub. All but 1 had the private comment. OA-1003 didn't have the comment on the hub, but did on the spoke.

I made a private comment on the spoke for OA-1003 (had to set Group to "Support" in order to comment). The new comment was propagated to the hub immediately, and as a result the old (previously unsynced) private comment propagated to the hub.

I can't see anything wrong as such with the configuration. I wonder if the issue could be caused by a race condition on ZenDesk's end? The way the sync works is that a trigger notices when a ticket's created and shares the ticket with the hub. We create the ticket, then immediately submit a private comment. Perhaps ZenDesk screws up and doesn't sync the comment if it comes through as the sync is happening (or in some other unexpected order of events)? We'd need knowledge of ZenDesk internals to say for sure.

Two things come to mind:

  1. We could try changing the "share with hub" trigger condition from "ticket created" to "ticket created OR updated". That way when the comment comes in it should re-trigger the share.

    However, I'm not sure of the semantics of the share action - it could be that this would cause a ticket to be duplicated in the hub each time it's updated in the spoke. Seems unlikely though.

  2. We could try introducing some delay on our end before posting the private comment. A few seconds or so.
simong commented 10 years ago

I've forwarded your questions to zendesk

bertpareyn commented 10 years ago

Looking at tickets from the last bug bash we're linking to the manuscript file on avocet.