Cloudset Product Release Notes - 16th August 2022

We are pleased to announce the following new features and bug fixes included in the release of our Cloudset products dated Tuesday 16th August 2022.

Summary of Release

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

New Features Included in the Release

  1. Export Formset Rules & Configurations
  2. Introduction of an Indicator Showing if Child Ticket Workflows are Complete
  3. Maintaining Links between Closed Parent > Child Tickets using an Ancestry Panel

Bugs & Issues Fixed in the Release

  1. Formset configurator can't cope with new Last Seen user field
  2. Auto-transitions not being implemented if defined within sub-processes
  3. Transitions not enabled immediately when outcome conditions are met

 

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Detailed Outline of New Features Included in the Release

The following new and enhanced features are included in this release.

Export Formset Rules & Configurations

Related Product: Formset

Description of Feature

This new feature allows a customer to export Formset configuration data in CSV format.

Using the exported CSV opened as a spreadsheet and identify which fields and values are being controlled in the ticket forms and which fields and values are being used to control them.

In this way it is possible to identify all rules involved in the control of fields in the ticket form and more easily see where rules might be duplicated, or conflicting or competing with each other in such a way that is causing unexpected or undesirable behaviour.

Supporting Documentation

The following screenshots describe how to use the solution:

Exporting Rules that Control a field

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Exporting Rules for a Controlling Field

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Deployment Instructions

The change will be deployed automatically in the background and there is no need for any end user action to start using the feature.

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Introduction of an Indicator Showing if Child Ticket Workflows are Complete

Related Product: Flowset

Description of Feature

In some situations, the Workflow Assistant side APP was indicating that all child tickets have been solved, but the ability to complete the current Activity or complete the Workflow was being blocked.

The reason for this was that the rules being applied insist that the workflow for each child ticket has been finished and in this case at least one child had been solved (via a background trigger or rule) without finishing the workflow.

A new feature has been created to clearly indicate if the workflow for a child ticket has been finished or is still in play.

*Note: If a situation occurs in which a child is solved without finishing its workflow, it will still be necessary to complete the workflow for each child, which might mean reopening the solved ticket.

However, a fix has also been implemented as part of this change, to ignore the blocking rule if a child ticket has been closed without finishing its workflow, since once closed a ticket can’t be updated to finish the workflow.

Supporting Documentation

The following screenshot shows an example of the new indicator in action:

Deployment Instructions

The change will be deployed automatically in the background and there is no need for any end user action to start using the feature.

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Maintaining Links between Closed Parent > Child Tickets using an Ancestry Panel

Related Product: Flowset

Description of Feature

This new feature ensures that when a ticket is closed in a parent > child relationship, the links to the closed tickets remain known and available in the Workflow Assistant side App.

Furthermore, this update will maintain information about all children and grandchildren associated with a ticket across all workflows and activities used, even after an activity or workflow has finished.

This is achieved through the introduction of closed tickets in the list of children while the activity is still active, but also through the introduction if a new ‘Ancestry’ panel that provides a list (with links) to all associated parents, children and grandchildren created throughout the life of the ticket.

Supporting Documentation

The following screenshots describe how to use the solution:

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Deployment Instructions

In order for this new feature to take effect it is first necessary to ‘visit’ the Flowset configurator as shown in the screenshot below and refresh your web browser to reload/refresh the configurations.

This will cause the initialisation of field mappings that are used to maintain information and links to closed tickets and populate the Ancestry panel.

*Note: the changes will only take full effect for tickets created after the product changes have been deployed and the customer installation has been initialised, so existing tickets using Flowset workflows prior to this point will not benefit from this new feature.

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Bugs & Issues Fixed in the Release

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

Formset configurator can't cope with new Last Seen user field

Related Product: Formset

Description of Bug

When using the Zendesk Suite it appears that Zendesk exposes an extra system User field called 'Last Seen'.  This field does not appear to be present in lesser Zendesk accounts.  Unfortunately the id/key for this field is 'system::embeddable_last_seen'.  Because the id contains colons, this causes the JQuery code to fail when trying to select this field.  It appears as though a rule has no driven fields.

Normally you cannot create any field with an id that contains colons, but this one does and the code can't couldn’t with it.

Supporting Documentation

A fix has been deployed that allows for the use of these system fields with colons and so resolves this issue.

This fix does not require user instructions.

Deployment Instructions

The change will be deployed automatically in the background and there is no need for any end user action to take account of the fix.

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Auto-transitions not being implemented if defined within sub-processes

Related Product: Flowset

Description of Bug

Flowset provides an option to auto transition between activities if a ticket is automatically reopened from a state of Pending when the requester responds via a comment. This should be picked up by the Flowset back-end service (there is a trigger that fires to let us know).

However, an issue was identified in which the auto transition wasn't occurring.

Supporting Documentation

A fix has been deployed to ensure the auto transition trigger fires as expected and so resolves this issue.

This fix does not require user instructions.

Deployment Instructions

The change will be deployed automatically in the background and there is no need for any end user action to take account of the fix.

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Transitions not enabled immediately when outcome conditions are met

Related Product: Flowset

Description of Bug

An issue was identified in which the transitions from an activity weren’t being made available when the completion conditions were being fully satisfied, unless and until the ticket was submitted in its current state and then Workflow Assistant side App was refreshed in the Zendesk browser ticket form.

The issue was occurring in a situation where the activity was completed by satisfying a task field outcome. Under these circumstances the transitions would then appear, but be disabled because their transition conditions were not being correctly evaluated.

Supporting Documentation

A fix has been deployed that ensures the rules are re-evaluated and the transition options refreshed once all conditions have been met, without the need to refresh the Workflow Assistant side app and so resolves this issue.

This fix does not require user instructions.

Deployment Instructions

The change will be deployed automatically in the background and there is no need for any end user action to take account of the fix.

 

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