We are pleased to announce the following changes included in the release of our Flowset product dated 4th October 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 down in the article.

Features Included in the Release

There are no new or enhanced features included within this release

Bugs & Issues Fixed in the Release

1. Zendesk redaction feature causing child ticket failures
2. Case entries can become corrupted when a child ticket creation fails in flowset

________________________________________________________________________________________

Bugs & Issues Fixed in the Release

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

Zendesk redaction feature causing child ticket failures

Description of Bug

While investigating some issues it has became apparent that the use of the redaction feature provided by Zendesk was causing truncation of the text fields used by flowset to record user id’s for use as the requester of a child ticket.

This was preventing the creation of the child tickets resulting in an error.

After some investigation and discussion we determined it was possible to hold the user id in such a way that it won’t be truncated or corrupted by the redaction feature, and so prevent the failed updates for child tickets.

Supporting Documentation

A solution has been implemented to format or encrypt the id's in these text fields in such a way that the redaction feature doesn't identify them as possible credit card numbers. The Flowset service will then convert the values back into valid Id's for use when create child tickets.

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.

________________________________________________________________________________________

Case entries can become corrupted when a child ticket creation fails in flowset

Description of Bug

If a dynamic child or a split child ticket fails to create (the API call to Zendesk fails for some reason), this could lead to entries in the Case table which refer to themselves as a parent case.

This caused problems when trying to navigate up the child -> parent hierarchy as the code can get stuck in a loop.

It was therefore necessary to get the code to be able to cope when self referential cases exist and prevent this kind of case table data corruption from occurring when a child ticket creation fails for some reason.

Supporting Documentation

The problem here was being caused by the code attempting to process details of the split ticket which did not realise that the child ticket had failed to create. It was therefore necessary to prevent the code from processing a case for a child ticket if it fails to create.

It has also been necessary to modify the child parent hierarchy navigation code to detect when a case refers to itself and prevent it from looping forever.

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.