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zendesk / out_of_office_app

An app to keep track of, prepare for, and handle out of office agents and their tickets
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App is NOT WORKING. OOO tag is not set on tickets where the agent is set as unavailable. #245

Closed mgradu closed 6 years ago

mgradu commented 6 years ago

Hi guys,

We got an unpleasant surprise this morning when we noticed that even though an agent was set to unavailable, the "agent_ooo" tag was not set on their pending/on-hold/solved tickets. This means that we got no notifications when their tickets were updated, causing SLAs to be broken. Can you please investigate this? Our org name is "amplitude".

Nebopolis commented 6 years ago

Hi @mgradu,

I think this may be a duplicate of https://github.com/zendesklabs/out_of_office_app/issues/242. As I said in that issue:

I've gotten some time to dig at this and for some reason wasn't able to replicate the issue on any test accounts. At this point I think it'd be best if you open a ticket with Zendesk support, and specify that the issue is a recent issue that appears to be framework related rather than app-specific. Feel free to CC me on the ticket (bevans@zendeskcom). That way I'll be able to work with the support agent to more seamlessly debug things. I do have some plans on how to update the app to framework v2 that might help, but that is still a ways out on the timeline.

I know this is a bit of a runaround, but I'm not able to do deep enough troubleshooting on a public forum unfortunately.

Finally, as a word of warning: If this does turn out to be a bug in the app itself, any fix will require substantial work to update the app to v2 of the framework before a fix can even be begun. Since I don't work on the app as part of my main job duties, there is no timeline or expected date for that.