As a quick follow-up to yesterday’s adventure, ConnectWise Support called me yesterday just before close of business to explain what went awry. In short: The third condition failed on thousands of tickets because prior to 2016, status changes were stored differently in the database. So the condition for “last ticket status update not more than 1 hour ago” was checking for the new kind of status change flag, not the old kind.
We had almost no way of knowing this would happen, short of memorizing every feature and function change over the course of a decade’s worth of software updates to this platform.
By the by, at one point we hit 3000 open tickets. Fun.
Two upsides: One, this should never happen again (on this particular service board) because, well, we’ve now re-closed all those tickets with the new status change flag. Two, my performance metrics for the month are through the roof:
Do I get a raise for this, boss?
Leave a Reply