topic Re: Ticket not showing all activities / tasks associated with it in APIs & Integrations

Ticket not showing all activities / tasks associated with it

ecancil — Mon, 18 Mar 2024 19:09:47 GMT

We have a ticket that we use the API to add tasks to between 20-50 times a day. Over the last few days not all tasks have been displaying. As I scroll sometimes they load at the top (where they should have been to begin with), other times they don't load at all. In those cases the only way to find them is to search for them in the "search activities' search bar at the top.

All of these tasks show up under Sales -> Tasks (correctly associated with the aforementioned ticket) - so this is clearly a bug that they're not showing up in the ticket itself.

Has anyone experienced this?

Re: Ticket not showing all activities / tasks associated with it

BérangèreL — Tue, 19 Mar 2024 10:11:40 GMT

Hi @ecancil,

Thank you for reaching out to the Community!

I understand that you associated tasks with tickets but on the ticket record, you cannot see in the "Activities" section, the task under the "tasks" tab.

What are the statuses of the tasks, please? If the tasks are complete, it is expected that they will not show up on the ticket record.

Also, have you checked the permission of the user to make sure that they can see all tasks on all ticket records?

I'd like to invite some of our Top Experts to this discussion: Hi @Jonas_De_Mets, @Josh and @Bryantworks do you have suggestions to help @ecancil, please?

Thank you so much and have a wonderful day!

Best,
Bérangère

Re: Ticket not showing all activities / tasks associated with it

ecancil — Wed, 20 Mar 2024 20:50:19 GMT

@BérangèreL

Hi, thank you for your reply.

The tasks I am mentioning are all new tasks. All of them have been posted by the API. The user is me, and I'm an administrator and have never had issues viewing tickets.

A little more information. We are a tour company, and we use the API to parse incoming bookings and add them to Hubspot, as there are several actions that need to happen when a booking comes in.

This is our busiest time of year, and we have about 70 new items in there at any given time, as opposed to the 20-30 that are normally in there.

My guess is that this is causing a glitch in the scroll to page feature. If I scroll all the way down until I can only see finished items, i -believe- all of my new tasks come in. But they come in at random places in a random order. Again, all of the hand-made tasks are always loaded, but the API made tasks come in at random places, at random times in random order.

We're afraid this behavior is going to make us miss new reservations that come in, and not attend tours that we're supposed to be at.

Re: Ticket not showing all activities / tasks associated with it

BérangèreL — Fri, 10 May 2024 10:16:02 GMT

Hi @ecancil,

Thank you for your patience and thanks for the additional information.

Are you using this API to create tasks and then they are not in the right order, is that correct?

I'd like to invite a couple of subject matter experts to this conversation: Hi @zach_threadint, @Anton and @Teun do you have suggestions on how to get the tasks created (and associated to tickets) in the right order, to help @ecancil, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you!

Best,
Bérangère

Re: Ticket not showing all activities / tasks associated with it

ecancil — Fri, 10 May 2024 13:40:14 GMT

Yes, that's basically the issue.