Changes to ZAF ticketFields Assignee in July 2020
What changes were made to the ZAF ticketFields Assignee in July 2020?
In July 2020, Zendesk made changes to how the assignee ticket field values are loaded. Previously, all assignee options were available immediately. Now, these values are lazily loaded, meaning they only become available when an agent clicks on the assignee ticket field. This change requires apps to listen for theticketFields.assignee.optionValues.changedevent to ensure they have the latest options.
Additionally, when calling.get(ticketFields:assignee.options), the output now includes avalueproperty formatted asgroupId:groupIdfor nested group options. This update does not affect the.get('ticket.assignee')method, which still returns the current assignee value. For more details, you can refer to theoriginal Zendesk article.
More related questions
How can I ensure my app gets updated assignee options in Zendesk?
To ensure your app receives updated assignee options, it must listen for theticketFields.assignee.optionValues.changedevent. This event triggers whenever new options are loaded into the agent interface, allowing your app to call the.get()…
Does the change to ZAF ticketFields affect the current assignee value?
No, the change to ZAF ticketFields does not affect the current assignee value. The.get('ticket.assignee')method will continue to return the currently saved value for the ticket’s assignee, unaffected by the July 2020 update. The update…
What should developers do to prepare for the ZAF ticketFields change?
Developers should ensure their apps are set up to listen for theticketFields.assignee.optionValues.changedevent. This is crucial for apps to receive updated assignee options as they are lazily loaded into the agent interface. Additionally,…
How can I test the new version of the assignee ticket field in Zendesk?
To test the new version of the assignee ticket field, you need to submit the Zendesk subdomain of the account you want the changes enabled on. Once submitted, Zendesk will reach out when your access has been provisioned. This allows you to test…
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