Mike's Nightly Updates
Going to use this for noting the work I do on a daily basis. Feel free to join in and we can change the Title.
Comments
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-Worked with Sheena and Derrick to fix the issue. Filed issue asking to confirm who applied the change: https://vanilla.freshdesk.com/a/tickets/73410
-Ran user list export: https://vanilla.freshdesk.com/a/tickets/71703
-Tested & Filed: https://vanilla.freshdesk.com/a/tickets/73469
-Applied workaround to user with issue: https://vanilla.freshdesk.com/a/tickets/73186
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-Tracked down the issue and explained it and the fix to the client: https://vanilla.freshdesk.com/a/tickets/73547
-Wrote out a big HowTo write an Adv. Anyl. query: https://vanilla.freshdesk.com/a/tickets/73501
-Sent an email to the GH-FD plugin creator to gather some info.
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-Manually changed their domain back to default since it was inaccessible: https://vanilla.freshdesk.com/a/tickets/73657
-Discovered they are accessing some elements (namely the titlebar) using the randomly generated names and then copied them over from staging. Notified Max. Isis fixed the rest: https://vanilla.freshdesk.com/a/tickets/73510
-Set up an appointment to speak with the GH-FD plugin creator tomorrow.
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-Tested & Filed: https://vanilla.freshdesk.com/a/tickets/73768
-Added pocket to hide password field: https://vanilla.freshdesk.com/a/tickets/73741
-Disabled maintenance mode: https://vanilla.freshdesk.com/a/tickets/73769
-Repeated my request for info, tested but could not repro, asked client to try dev console: https://vanilla.freshdesk.com/a/tickets/72631
-Tested a couple options I think could work: https://vanilla.freshdesk.com/a/tickets/73734
-Found and linked: https://vanilla.freshdesk.com/a/tickets/73753
-Tested, Filed, & posted in #dev-support: https://vanilla.freshdesk.com/a/tickets/73782
-Had call with Artissol (Freshdesk/Freshworks plugin makers) and they said they're going to update the app to include customized templates. So once they get that updated we should be able to install the new version and bam.
-Confirmed it was us from Laura: https://vanilla.freshdesk.com/a/tickets/73788
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-Tested & Filed: https://vanilla.freshdesk.com/a/tickets/73839
-Honestly seems like simple networking issues. Very likely if they're connecting to the same VPN: https://vanilla.freshdesk.com/a/tickets/73829
-Tested, but could not reproduce; asked for clarification: https://vanilla.freshdesk.com/a/tickets/73828
-Notified client of issue: https://vanilla.freshdesk.com/a/tickets/73781
-Notified client of fix: https://vanilla.freshdesk.com/a/tickets/73761
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-Asked for some explanation for the logs: https://github.com/vanilla/support/issues/1829
-Moved a couple tickets to Awaiting Deploy
-Tested & filed with hypothesis: https://vanilla.freshdesk.com/a/tickets/73955
-Tested, recommended filing a false positive report w/ google, & said we would help if necessary. Also re-uploaded the avatar manually: https://vanilla.freshdesk.com/a/tickets/73212
-Tested, applied temp fix, filed, & notified dev-support in slack: https://vanilla.freshdesk.com/a/tickets/73966
Sorry I missed the meeting! Was super quiet up until right before the meeting and I mistook the alerts for the tickets. ?
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-Checked their settings and notified Richard of the weird alignment issue: https://vanilla.freshdesk.com/a/tickets/74155
-Tested successfully and notified CSM: https://vanilla.freshdesk.com/a/tickets/73178
-Went to test, but user is gone; notified CSM of fix: https://vanilla.freshdesk.com/a/tickets/2012
-Tested fix, but it failed; notified devs: https://vanilla.freshdesk.com/a/tickets/72565
-Tested, Filed, & asked for some info on the feature: https://vanilla.freshdesk.com/a/tickets/74160
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-Tested manual workaround but it didn't work: https://vanilla.freshdesk.com/a/tickets/74160
-Tested one part successfully, but Re-opened again to figure out the last piece to the puzzle: https://vanilla.freshdesk.com/a/tickets/72565
-Tested fix successfully and notified CSM: https://vanilla.freshdesk.com/a/tickets/73101
-Answered some questions: https://vanilla.freshdesk.com/a/tickets/74255
-Found exisiting ticket and re-opened. Looks like it wasn't deployed to Public: https://vanilla.freshdesk.com/a/tickets/74264
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Slow Night
-Verified fix and notified Rhys: https://vanilla.freshdesk.com/a/tickets/74264
-Checked the hub config and documentation and asked for some clarification: https://vanilla.freshdesk.com/a/tickets/74366
-Still haven't received the info about the FD/GH plugin, might wait a couple more days and send them an email.
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-Long explanation of Universal Comments and the options available to them. And then more specifics on the ID: https://vanilla.freshdesk.com/a/tickets/72779
-Updated GH with client info: https://vanilla.freshdesk.com/a/tickets/69232
-Mentioned Andrew since he can speak to the devs directly: https://vanilla.freshdesk.com/a/tickets/74462
-Explained how to setup the Title field: https://vanilla.freshdesk.com/a/tickets/73527
-Fix went out yesterday, everything looks fine now: https://vanilla.freshdesk.com/a/tickets/74457
-Disabled as default connection...even though it was already disabled: https://vanilla.freshdesk.com/a/tickets/74465
-Added to Laura's comment with some possibly useful info: https://vanilla.freshdesk.com/a/tickets/74467
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-Explained and asked for info. Filed an issue for the inability to change email addresses: https://vanilla.freshdesk.com/a/tickets/74562
-Asked if latest patch will make it into 2020.014: https://vanilla.freshdesk.com/a/tickets/72565
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-Tested & Filed: https://vanilla.freshdesk.com/a/tickets/74659
-Tested & Filed: https://vanilla.freshdesk.com/a/tickets/74663
-Investigated Smarty, Twig, & API options, filed, and asked CSM for some info: https://vanilla.freshdesk.com/a/tickets/74669
-Did some quick testing before Elize gets on: https://vanilla.freshdesk.com/a/tickets/74494
-Tested & Filed: https://vanilla.freshdesk.com/a/tickets/74680
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-Notified client of page overhaul that should fix their problem. Also asked the devs for a rough ETA since it was initially planned to be fixed by last month: https://vanilla.freshdesk.com/a/tickets/74779
-Tested multiple appraoches and eventually applied the best working approach for Convercent: https://vanilla.freshdesk.com/a/tickets/73527
-Rewrote and updated the staff KB for Customizing Titles and Locations: https://staff.vanillaforums.com/kb/articles/245-profile-extender-modifications#customizing-profile-fields
-Updated CSM: https://vanilla.freshdesk.com/a/tickets/354
-Updated CSM and sent the full APIv2 query: https://vanilla.freshdesk.com/a/tickets/74669
-Updated CSM: https://vanilla.freshdesk.com/a/tickets/74680
-Updated Brendan: https://vanilla.freshdesk.com/a/tickets/73839
-Answered some Universal Comments questions: https://vanilla.freshdesk.com/a/tickets/74782
-Investigated and eventually tracked down the issue and filed: https://vanilla.freshdesk.com/a/tickets/74787
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-Probably an accidental support email triggered from the dashboard: https://vanilla.freshdesk.com/a/tickets/74919
-Closed duplicate and notified Rhys of fix: https://vanilla.freshdesk.com/a/tickets/74913
-Updated GH asking about the patch as the config fix doesn't work. Got clarification of what the patch does and removed Rhys' feature flag: https://vanilla.freshdesk.com/a/tickets/74913
-Filed question: https://vanilla.freshdesk.com/a/tickets/74917
-Updated Shauna with my realization: https://vanilla.freshdesk.com/a/tickets/74680
-Looked over the configuration options and compared them to their Custom theme, then filed: https://vanilla.freshdesk.com/a/tickets/74933
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-Tested & Filed: https://vanilla.freshdesk.com/a/tickets/74992
-Filed request: https://vanilla.freshdesk.com/a/tickets/74994
-Tested & Answered API question: https://vanilla.freshdesk.com/a/tickets/74998
-Asked Richard for more info and filed with what I had: https://vanilla.freshdesk.com/a/tickets/75000
-Quick follow-up question for the devs: https://vanilla.freshdesk.com/a/tickets/74933
-Quick follow-up question for the devs: https://github.com/vanilla/support/issues/2276
-Answered Layout question: https://vanilla.freshdesk.com/a/tickets/75032
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-Answered user search question: https://vanilla.freshdesk.com/a/tickets/75132
-Tested & Filed: https://vanilla.freshdesk.com/a/tickets/75127
-Tested & Filed: https://vanilla.freshdesk.com/a/tickets/75130
-Updated sheena with the info from Dani: https://vanilla.freshdesk.com/a/tickets/74992
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-Explained the issue: https://vanilla.freshdesk.com/a/tickets/75314
-Tested, can't see what's wrong, & filed: https://vanilla.freshdesk.com/a/tickets/75322
-Asked Shauna if we can enable spoofing; otherwise we can't test this: https://vanilla.freshdesk.com/a/tickets/75294
-Notified Janie Wall and the client that I had done so: https://vanilla.freshdesk.com/a/tickets/75278
-Tested & Filed: https://vanilla.freshdesk.com/a/tickets/75298
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-Asked for clarification. Filed. Tested and notified CSM of success: https://vanilla.freshdesk.com/a/tickets/75420
-Figured out the best current approach; asked the devs to confirm or implement a feature. Todd confirmed and I relayed the info to sheena: https://vanilla.freshdesk.com/a/tickets/74998
-Worked with Dani and arranged for a 2020.014 deploy tomorrow morning: https://vanilla.freshdesk.com/a/tickets/75463
-Asked for site creds since the issue appears to be embed related: https://vanilla.freshdesk.com/a/tickets/75373
-Asked Richard for clarification: https://vanilla.freshdesk.com/a/tickets/75415
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-Tested extensively & Filed: https://vanilla.freshdesk.com/a/tickets/75544
-Filed Request: https://vanilla.freshdesk.com/a/tickets/75577
-Explained the issue should be fixed next deploy: https://vanilla.freshdesk.com/a/tickets/75581
-Filed call request: https://vanilla.freshdesk.com/a/tickets/75590
-Filed: https://vanilla.freshdesk.com/a/tickets/75592
-Filed, but asked CSM for some clarification: https://vanilla.freshdesk.com/a/tickets/75597
-Notified CSM just in case he missed it: https://vanilla.freshdesk.com/a/tickets/74994
-Sent a follow-up email about the FD/GH plugin to see if I can get an ETA.
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-Reopened the export request asking if we could get the status as well: https://vanilla.freshdesk.com/a/tickets/75677
-Explained the user's most likely issue and a fix: https://vanilla.freshdesk.com/a/tickets/75688
-Tested and asked for some info: https://vanilla.freshdesk.com/a/tickets/75682
-Filed request: https://vanilla.freshdesk.com/a/tickets/75683
-Tested & Filed: https://vanilla.freshdesk.com/a/tickets/75684
-Received an email about the FD-GH connection that says they can't do what they said they would. Inquiring.
-Updated CSM: https://vanilla.freshdesk.com/a/tickets/75590
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-Explained our post deletion policies and available setup options: https://vanilla.freshdesk.com/a/tickets/73632
-Seems like the initial issue was fixed, but now they have an occasional state token error. Asked for info: https://vanilla.freshdesk.com/a/tickets/75750
-Asked for custom deploy symlink clarification and notified CSM: https://vanilla.freshdesk.com/a/tickets/75683
-Awaiting Deploy for devs to finish: https://vanilla.freshdesk.com/a/tickets/75577
-Investigated and looks like a temporary CloudFlare issue: https://vanilla.freshdesk.com/a/tickets/75754
-Seems isolated to the user's software atm; listed a bunch of tests to run to eliminate likely causes: https://vanilla.freshdesk.com/a/tickets/75640
-Tested & Filed: https://vanilla.freshdesk.com/a/tickets/75739
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-Tested color combos to find the proper controller, notified CSM, but also filed asking the devs for a fix to an awkward situation: https://vanilla.freshdesk.com/a/tickets/75832
-Worked with Max to fix a Something Went Wrong when viewing profiles issue.
-Worked with Max to try and get Charter's Prod back up, but it's out of my control. Filed & put in #cust-charter. Notified Max of Ryan's slack message: https://vanilla.freshdesk.com/a/tickets/75846
-Ran some tests, found a 301 permanent redirect, but only for /entry/password; most likely their side: https://vanilla.freshdesk.com/a/tickets/75839
-Wrote up a long note on what info we have and what we need to check through Papertrail. Also asked chris if/when he changed the user's password as well as the API key: https://vanilla.freshdesk.com/a/tickets/75598
-Updated ticket to waiting on CSM with info devs provided: https://vanilla.freshdesk.com/a/tickets/73933
-Sent a response about the FD->GH issue creating plugin with some potential fixes to see if we can make some progress.
-Updated CSM with documentation dev provided: https://vanilla.freshdesk.com/a/tickets/74933
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-Working with FlexRadio to figure out the rest of their issues so they can deploy on time(Friday). Tested his issue fine, suggested Elize to try some variations: https://vanilla.freshdesk.com/a/tickets/76217
https://vanilla.freshdesk.com/a/tickets/76219
-Informed client of the plugin: https://vanilla.freshdesk.com/a/tickets/76386
-Corrected some permissions issues and setup the edit profile config options for SSO. Spent entirely too long on this as I got some of the permissions mixed up(Vacation brain): https://vanilla.freshdesk.com/a/tickets/76393
-Working with client to try and figure out why the comments are missing...they may not have been planned for migration: https://vanilla.freshdesk.com/a/tickets/76315
-Removed the resolved tag so the devs would take another look at it: https://github.com/vanilla/support/issues/2299
-Re-tested and reported to devs: https://github.com/vanilla/support/issues/2265
-Left a quick note for Elize: https://vanilla.freshdesk.com/a/tickets/76398
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-Explained a simple process to isolate a thread for a specific group of people: https://vanilla.freshdesk.com/a/tickets/76481
-Closed issue and updated ticket: https://vanilla.freshdesk.com/a/tickets/75684
-Informed client of using APIv2 and asked if they wanted to inquire about the devs doing it for them. Seems they're leaning towards the API; sent some docs: https://vanilla.freshdesk.com/a/tickets/76481
-Did some extensive testing, but couldn't reproduce. Found an issue with IE, but not what's reported. Asked for more info: https://vanilla.freshdesk.com/a/tickets/76483
-Changed from Closed to Awaiting Deploy:
https://vanilla.freshdesk.com/a/tickets/75961
https://vanilla.freshdesk.com/a/tickets/75298
-Quick update letting Olivier know the client's planned launch date: https://github.com/vanilla/support/issues/2404
-Updated client this is going in the backlog and closed tickets: https://vanilla.freshdesk.com/a/tickets/76398
-Updated client with some possible solutions and other issues: https://vanilla.freshdesk.com/a/tickets/76217
-Tested & Filed: https://vanilla.freshdesk.com/a/tickets/76471
-Responded with the dev's reply: https://vanilla.freshdesk.com/a/tickets/75469
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-Added the config so Conversations can be moderated: https://vanilla.freshdesk.com/a/tickets/76580
-Added client to missing avatar issue: https://vanilla.freshdesk.com/a/tickets/76565
-Updated a bunch of ticket statuses to clear up the queue.
-Tested and re-filed the issue: https://vanilla.freshdesk.com/a/tickets/76556
-Tested & Filed: https://vanilla.freshdesk.com/a/tickets/76571
-Couldn't reproduce. Sent a list of questions for the user to help pinpoint the cause: https://vanilla.freshdesk.com/a/tickets/76494
-Setup another call with the FD/GH integration team.
- Notified client the issue was fixed: https://vanilla.freshdesk.com/a/tickets/76219
-Spoke with Dani and relayed the misunderstood info to the CSM: https://vanilla.freshdesk.com/a/tickets/76471
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-Figured out they the client should be fine as long as the one Admin can access via /entry/password: https://vanilla.freshdesk.com/a/tickets/76540
-Spoke with Laura, who will inquire to the finishing touches w/ Derrick, and I notified the client we should have it by tomorrow: https://vanilla.freshdesk.com/a/tickets/72813
-Put in new/old request with Olivier; will ask Andrew to talk to Olivier in the morning: https://vanilla.freshdesk.com/a/tickets/76219
-Discovered an issue with the social connect zendesk connection, but the global is working fine. Asked client to retry connection and will file an issue if that didn't work: https://vanilla.freshdesk.com/a/tickets/76627
-Enabled email editing: https://vanilla.freshdesk.com/a/tickets/76651
-Tested, Filed, & Notified client: https://vanilla.freshdesk.com/a/tickets/76655
-Site seems fine. Trying to figure out what's happening to this admin tho: https://vanilla.freshdesk.com/a/tickets/76659
-Tested & Filed. Gave the client a possible solution to attempt: https://vanilla.freshdesk.com/a/tickets/76660
-Tested & Filed: https://vanilla.freshdesk.com/a/tickets/76664
-Discussed some options about an HTML to Markdown converter or getting their source code and emailed them to the company's management at the agent's request. Now we wait and hope.
-Had to tell someone that we don't do credit cards a couple time...I don't think they speak english at all: https://vanilla.freshdesk.com/a/tickets/76667
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-Added a quick note/reminder for Monday: https://vanilla.freshdesk.com/a/tickets/75577
-Filed compliance question: https://vanilla.freshdesk.com/a/tickets/76727
-It appears to be working; asked client for some examples: https://vanilla.freshdesk.com/a/tickets/76733
-Tested & Filed: https://vanilla.freshdesk.com/a/tickets/76739
-Inquired if the client could still reproduce: https://vanilla.freshdesk.com/a/tickets/76302
-Notified the client -though late- that we had accomplished the mass discussion move: https://vanilla.freshdesk.com/a/tickets/76219
-Sent some inquiries for the client: https://vanilla.freshdesk.com/a/tickets/76483
-Updated some FD & GH statuses.
Happy Weekend!
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-Asked when a good testing time w/ Debug enabled would be: https://vanilla.freshdesk.com/a/tickets/76831
-Tested & Filed: https://vanilla.freshdesk.com/a/tickets/76833
-Recommended clearing C&C and asked for user info: https://vanilla.freshdesk.com/a/tickets/76302
-Updated FD ticket statuses: https://vanilla.freshdesk.com/a/tickets/76302
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-Re-opened and asked devs to complete category move: https://vanilla.freshdesk.com/a/tickets/75577
-Updated client with dev changes: https://vanilla.freshdesk.com/a/tickets/76739
-Answered profile fields api question: https://vanilla.freshdesk.com/a/tickets/76960
-Asked for clarification from King: https://vanilla.freshdesk.com/a/tickets/75986
-Updated CSM: https://vanilla.freshdesk.com/a/tickets/76833
-Tested, Filed, & asked for some more info: https://vanilla.freshdesk.com/a/tickets/76831
-Tested on 3 sites & Filed: https://vanilla.freshdesk.com/a/tickets/76942
-Added a quick note for laura/andrew to run a SendGrid report: https://vanilla.freshdesk.com/a/tickets/76958
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-Added note from speaking with Laura: https://vanilla.freshdesk.com/a/tickets/76462
-Wrote out a couple of long explanations: https://vanilla.freshdesk.com/a/tickets/76990
-Explained a couple of options that sounds like what they want and specified some docs: https://vanilla.freshdesk.com/a/tickets/77026
-Updated FD Statuses.
-Tested, Filed, & notified CSM of workaround: https://vanilla.freshdesk.com/a/tickets/77032
-Hunted & hunted, but could not find the answer; relayed what I tried: https://vanilla.freshdesk.com/a/tickets/77034
-Filed this on Farhan's behalf as it seems like their staging site got rolled back to an older state: https://vanilla.freshdesk.com/a/tickets/77050
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