BUG: Global Ticket Queue Visible To Agent??
Problem reported by Ben Santiardo - May 9 at 11:18 AM
Resolved
So we just upgraded from v12 to the latest v13. Interesting new interface look. However, one of my agents noted an issue (bug?)...
 
They can see the "Queue" tab under "Global Tickets" (as shown in the attached image). Shouldn't they see a queue tab at the top of the "My Tickets" area and that's it? They don't have a queue section in the My Tickets area, and the "Global Tickets" section shows them the total number of queued tickets from EVERY brand/dept, which they should not be able to see.
 
 
____________________________________
Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES

9 Replies

Reply to Thread
0
Andrew Barker Replied
Employee Post
In version 13, the Queue was moved into the Global Tickets section. This was done in part because the queued tickets do not belong to any specific agent, but to any agent who can take them.

As for why your agents are able to see the queued tickets, this is probably due to the department level setting "Allow all agents to see the contents of this department". To restrict agents so that they can only see tickets for the departments to which they belong, simply go into your departments and disable this setting for each department.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

0
Ben Santiardo Replied
Ok, the "Queue" was moved, fine, no problem. However, the logic doesn't hold with regards to "Allow all agents to see the contents of this department". I say this because, even though this Agent "sees" 10 as the number in Queue, when clicking on the Queue they see nothing. So, there seems to be a disconnect with regards to how ST v13 handles security here. The number in the bubble should represent the number they can actually SEE.
____________________________________
Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES
0
Andrew Barker Replied
Employee Post
Ben,
 
It appears that I misunderstood part of your initial post. You are correct, the count for the Queue should reflect the number of tickets that are visible to the agent, not the total count.
 
There are a handful of issues that could potentially cause this. For example, we have observed this issue happening when the server does not have websockets enabled, or if the user has a weak or intermittent connection. Please verify that these issues are not occurring. In the meantime, I will take a look into this to see if I can replicate the problem.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

0
Ben Santiardo Replied
We are using IIS 7.5, which according to information found in your Help Documentation does not support Web Sockets. So am I to gather that I upgraded from v12.x to v13.x only to break our system because it is not fully supported?
____________________________________
Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES
0
Andrew Barker Replied
Employee Post
Web sockets is not required for SmarterTrack 13, but it is highly recommended. Without web socket support, the connections that utilize it will fall back to a slower method such as long polling. This will affect several UI update mechanisms, including updating nav tree counts, and the performance of chats. I recommend upgrading to a newer version of IIS if at all possible.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

0
Andrew Barker Replied
Employee Post
Based on the testing I have done, it appears that there is a disconnect between the count for the queue and the visible tickets - but only when one or more departments have the "Allow all agents to see the contents of this department" setting enabled. I have added this issue to our task log and we will update this thread once the fix has been released.
 
For now, ensure that all departments have the "Allow all agents to see the contents of this department" setting disabled. This will ensure that the count and the list of tickets in the queue are in sync.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

0
Andrew Barker Replied
Employee Post
With version 13.1.6718, the issue with the Queue counter being out of sync with the queued tickets available to an agent has been corrected.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

0
Ben Santiardo Replied
Sorry, but it hasn't. I just installed the latest update this morning for this specific fix. And I was told the problem persists. Fewer count this time, but it still happens. Currently, Agents are seeing the number (1), but when they click the Queue, it is empty.

Also, as an administrator, I see tickets that previously I did not see. In the Queue, I see tickets across all departments, whether or not I am in that group. My "total in queue" bubble says (1), but when I click the Queue I see (11) items.

I also have this issue in Active and Waiting ... I see tickets across ALL departments, whether or not I am in that group. Previously, I did not see tickets in groups I was not apart of. And these departments are not set to see all tickets to all agents.
____________________________________
Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES
0
Andrew Barker Replied
Employee Post
Our internal testing has failed to reproduce the issues you describe with version 13.1.6718. I suspect two possible causes for your continued problems:

1. Users failed to refresh their connection to SmarterTrack after the update was performed. Failing to refresh the browser after SmarterTrack has been updated can cause unexpected issues which cannot be reproduced. In order to resolve this issue, simply have the affected users refresh their browsers. In some instances, the user will need to clear their browser cache prior to performing a refresh.

2. Impeded server connection. Version 13.x of SmarterTrack uses SignalR extensively for keeping the browser up to date in various ways. SignalR first tries to use WebSockets. As you have previously noted, you are using IIS 7.5, which does not support WebSockets. This means that the server will fall back to slower methods - such as Server Sent Events or Long Polling. These methods can be noticeably slower and could result in some of the issues you are reporting. Unfortunately, the only recommendation I have if this is your problem is to upgrade to an environment with at least IIS 8.

As an administrator, it is expected that you will see all tickets in the Global Tickets sections (Queue, Active, Waiting, Closed).

If this doesn't help you in resolving your issues, then I would suggest that you submit a ticket.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

Reply to Thread