How do I provide feedback for the Sandboxes Deploy Triggers EAP? | Community
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How do I provide feedback for the Sandboxes Deploy Triggers EAP?

  • March 10, 2022
  • 3 replies
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Richard49

Feedback during the beta stage is very important for us. We want to hear what you have to say about Deploy Triggers because ultimately we've created this feature for you.  Below, you can find some guidelines on the various ways to give us feedback.

 

Different ways to give us feedback

This forum is probably the best place. We'd like to try and keep feedback as social and collaborative as possible. It's where we can answer the most amount of questions or comments so that everyone can see and benefit from it. That said, there are some suggested guidelines...

 

Suggested guidelines for giving feedback

We value your feedback, no matter what it is. We encourage you to tell us what you like, dislike, and where you could see improvements. We'd like to see a healthy forum for discussion, but we can't do that without just a little bit of effort from everyone. 

 

Here are a couple of pointers that will really help us understand your feedback and work with you to make the ticket forms beta even better:

  • When you see something you dislike or see something you'd like improved, write it down and think about it for a little while
  • Try to be as clear as possible in your feedback; explain why you like/dislike something, and how it could be improved. If you can do screenshots easily, we'd love to see them
  • Be patient when waiting for responses from Zendesk
  • Don't use sarcasm, be rude to other customers or staff, and don't use strong language. We will moderate forum posts where we think reasonable

 

Ultimately, we want the feedback forums to be a place where any customer can come and give feedback.

 

Reporting bugs

As these updates are in beta, the best way to report a bug is to do so here in this forum, rather than contacting us. This is especially helpful if you're reporting a minor bug or a bug that is not directly impacting your customers. That being said, we do realize that during betas more urgent issues can crop up.  As this is a beta, the response times may be longer than they typically would be going through the normal support channels.

    3 replies

    R
    • Reid12
    • July 13, 2022

    Hi,

    I used this process yesterday and had two different results.

    The first time I ran it was with a trigger that added a tag to tickets based on a single condition. The deployment worked, though it did not put the trigger in the correct category in production.

    The second time I ran it was with a trigger that routed the ticket to a specific group with the following conditions:

    • ticket is created
    • group is blank
    • status less than solved
    • a specific tag being present
    • a specific ticket field having a specific value

    This trigger deployment failed with a message that there were ticket fields or groups in the sandbox that were not in production, however, all the necessary fields and groups did exist in production; I verified this both before and after trying to deploy this trigger. Is there any way to see what is missing in production?

    Richard49
    • Richard49
    • Author
    • July 22, 2022

    Hey @reid12

    Thanks for the feedback. 

    I have checked the logs and chatted to engineering about the first deployment. Currently, Sandboxes partially supports Trigger Categories. When a sandbox is created all of the IDs are mapped between the environments. The work to map the Trigger Categories has not yet been completed and hence any deployments with triggers that have a trigger Category will result in the Trigger not being deployed into the correct Category. Work is underway to remedy with a fix expected in the next two weeks.

    With the second deployment, I wonder if you could step me through the deployment process. E.g. did you create the dependencies in the sandbox and production then deploy?

    R
    • Reid12
    • July 22, 2022

    Hi @richard49

    For the second deployment each trigger had dependencies on a new ticket field and a new group; there were 14 new triggers depending on 14 new groups and 1 new ticket field. The ticket field and the groups were all in put into production before the deployment was done and all of the new trigger deployments failed.

    If there were some way of letting us know what the failure was when this happened would definitely be helpful.

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