Auto-ticketing Failures Due to TAS API Changes

Products

• DX Operational Observability

Issue/Introduction

Auto-ticketing features using service tag fail to work as expected in DX Operational Observability (O2) after upgrading from versions 24.1 to 25.1. Webhook debug logs show failures in ticket routing processes.

Environment

DX Operational Observability 25.1

Cause

The issue is caused by change in the TAS API that queries for services. The API structure changed, causing custom webhooks or integration code built on older API versions to fail when executing queries.

Resolution

To resolve this issue, update the custom webhook or integration code to align with the new TAS API query requirements:

1. Identify Custom Code: Locate the custom webhook or integration script used for ticket routing.
2. Review TAS API Queries: Examine the queries that utilize TAS APIs for service lookups.
3. Update API Queries: Modify the specific queries within the code to match the updated API syntax introduced in version 25.1.
4. Validate in Lower Environments: Ensure the updated code is thoroughly tested in a development or staging environment before deploying to production.