Zendesk cannot accept Empty upload parameter anymore

[DragonZelda]

Just to highlight after Zendesk service disruption, Zendesk cannot accept empty upload parameter anymore.The message will be wiped if the tickets contain empty upload parameter.

[eneifert]

Hello and thanks for reporting the issue. I am having some trouble duplicating the bug though. The CanCreateUpdateAndDeleteTicket test here, creates a ticket and then adds a comment with an empty uploads param and all of the correct ticket info is still returned.

Perhaps I didn't understand you correctly can you show me some sample code that reproduces the issue?

Thanks,
Eric

[DragonZelda]

I report to Zendesk and they tell me that something as following:

Hi Khaw,

our developers got back to me, they could not replicate the issue here.
One theory they have is that the empty "uploads" parameter is causing the
issue, would it be possible to leave that out if there is no upload?
Could you send us the code you are using for the api call so we can have a
further look?

Thomas Busse | Customer Advocate | [email protected]

Then:

Hi Khaw,

I'm very sorry for the delay in getting back to you and for the problems
you've been experiencing. There's been a lot of internal discussion in
this ticket as some of our engineering staff have been trying to find the
root cause of the issue as well as look at the code that you've been
passing over to see if a recovery is possible.

First, let me state that while we have not yet determined the root cause,
we can state with certainty that it's not related to the service
disruption. This would have been caused by a change to our codebase -
likely an unexpected interaction with new code that we added as one of our
weekly deploys - but we've not yet been able to pinpoint what caused that.
We have, however, put in a fix for the issue to correct against this
problem.

With that said, it does look like the ticket updates in your account are
being sent a bit oddly: the comment updates seem to be coming in as a
'create' rather than an 'update'. This is making it extraordinarily
difficult for us to pull the data from your customers' comments. When we
look in our logs the comments are coming up as blank (in other customers
accounts where we have seen this problem, there is a clear error and the
data is there). This means a recovery is not currently possible.

My recommendation at this point would be to update all tickets created in
the affected period and let customers know that due to technical issues,
you may have missed feedback. If you would like help creating an automation
to accomplish this, please let us know. We'll happily help with that.
If you have additional questions regarding this, please let me know. I'm
also happy to follow up with you or have our Director of Support contact
you further. I'm very sorry for the problems that this has caused.

Joy Carletti
Global Escalations Manager

Long term in short:

1. They deploy code without testing properly and cause this problem.
2. After I report they fix the issue, so I think you can't duplicate the
   bug now.
3. They don't want to recover my ticket...

2013/10/30 Eric Neifert [email protected]

Hello and thanks for reporting the issue. I am having some trouble
duplicating the bug though. The CanCreateUpdateAndDeleteTicket test herehttps://github.com/eneifert/ZendeskApi_v2/blob/master/Tests/TicketTests.cs,
creates a ticket and then adds a comment with an empty uploads param and
all of the correct ticket info is still returned.

Perhaps I didn't understand you correctly can you show me some sample code
that reproduces the issue?

Thanks,
Eric

—
Reply to this email directly or view it on GitHubhttps://github.com//issues/48#issuecomment-27375111
.

[eneifert]

:( Sorry to hear about your experience.

I'm a bit surprised though at their comment: "it does look like the ticket updates in your account are being sent a bit oddly: the comment updates seem to be coming in as a 'create' rather than an 'update'."

Can you show me the code you are using to update tickets? I just double checked things in the api and I can confirm that the Method is in fact "PUT" (update) and NOT "POST" (create) which matches their docs.

Eric

[DragonZelda]

Sorry for the late reply. I take one week leave and just back.
After Zendesk reply, I also notice the "create" and "update" potion.
So I double check the code, and very confirm that it is a "PUT" and NOT "POST".

Zendesk reply me with the following message at today:

Hi Khaw & Sean,

I'm really sorry for the problems that you've experienced and the delay we've had in finding a solution for you. This was a very difficult problem for our engineers to approach, as the updates on your tickets are not readily obvious when going through our logs or our database, and it takes some extensive searching to find. It's taken quite some time to find all the data and then write a script to accomplish the recovery. We have been able to write script that will recover the comments: however, the comments will be coming through as being from the account owner rather than the user. We do have the option to make them private comments if that will be more convenient for you. This will only update those tickets that are in a status that is less than closed. Given the length of time it's taken to locate all the data, you may have been able to contact your customers independently, so we wanted to ask you if you were still interested in recovery, and what the details would be, before we moved forward with this.
We are also very cognizant that this was a great inconvenience to you and your company. I'm submitting a separate ticket to our Finance team to issue you a coupon, to be applied against your next zendesk payment, that will act as a refund for the six days when your tickets were not updating properly.
Please let us know if you'd like us to move forward with the recovery attempt.

Love your Zendesk

Joy Carletti | Global Escalations Manager | [email protected]

[eneifert]

Hmm. What a strange error. Seems like a random bug on their end that hopefully no one will ever see again. At least now I am aware of it and can possibly advise other users in the future, so thanks for the reply.