We are pleased to announce the following changes included in the release of our Perfromset product dated 23rd March 2023

Summary of Release

The following is a high level summary of the features and bugs, but a more detailed outline can be found further down in the article.

Features Included in the Release

The following new or enhanced features are included within this release.

1. Introduce Additional Next SLA Targets for Event Categories
2. Chrome Plugin - Combine Next Event Columns in Empty View
3. Reconcile Labels in SLA Assistant with Configurator

Bugs & Issues Fixed in the Release

The following bugs and issues have been fixed in this release.

1. Reply Error Caused by Suspicious Update Event

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Features Included in the Release

The following new or enhanced features are included within this release (full documentation will follow shortly).

Introduce Additional Next SLA Targets for Event Categories

With the introduction of support for event categories (see null) it has become evident that the data used to populate the SLA Next Event Name and SLA Next Event Timestamp ticket fields are not always relevant to a Zendesk agent.

The next event might belong to a category that isn't visible in the SLA assistant, because it covers events for which the current agent isn't involved.

The next event information is required by many of our customers for use in Zendesk views that show which ticket the current agent should work on next.

Chrome Plugin - Combine Next Event Columns in Empty View

The background to this requirement is sufficiently described in the parent epic for this story: null

Reconcile Labels in SLA Assistant with Configurator

It is often the case that a region with a long or truncated name causes the labels in the Performset Assistant to wrap over into the next line (as shown in the screenshot below).

Investigations have shown that this is caused due to a lack of space to accommodate the name label, and the wrapping could be fixed by changing the amount of allocated space and additional truncation.

However, it has also been noted that the fixed labels take up an unnecessarily large amount of space and could be shortened to fee up space and also make them consistent with common terminology.

For example the label “*SLA Policy*” should simply state “*Policy*” and the label named “*Bus Hours*” should state “*Region*” in order to be consistent with the Performset configurator.

It is anticipated that the change of these labels in the Performset Assistant will involve minimal effort, but when approving and prioritising this feature enhancement, consideration should be given to the effort involved to identify and adjust all references to the Assistant and these labels in our documentation.

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Bugs & Issues Fixed in the Release

The following bugs and issues have been fixed in this release.

Reply Error Caused by Suspicious Update Event

When attempting to run a Performset Replay against a ticket in the cloudsetdp2 simulator Zendesk account, the Replay fails to return and the following error is reported in the debugger:

The Json structure shows that a suspicious update event is listed before a plan assignment has taken place. This is an unusual scenario and might contribute to the issue: