Queue filter sometimes is not applied

Marco Pracucci's Avatar

Marco Pracucci

27 Mar, 2017 07:26 AM

Hi there,
I'm Marco Pracucci from Spreaker. We're using TenderApp extensively since a long time, and we recently noticed an issue with filtering.

Our use case: we do prioritize support to our paying customers, so we've added a metadata "premium: true" to support requests coming from paying customers. We also have a filter (http://help.spreaker.com/dashboard/filters/2856) that given the metadata "premium=true" it adds the discussion to the "Premium" queue.

The problem: this discussion http://help.spreaker.com/discussions/generic-support/39550-invoice-... has the metadata "premium: true", but it wasn't added to the "Premium" queue. We've also experienced this same issue in other discussions, but not all discussions.

May you help me understanding what's going on, please?

Thank you,

  1. Support Staff 1 Posted by Courtenay on 27 Mar, 2017 09:26 PM

    Courtenay's Avatar

    hey Marco, it's because the discussion came in via email. Filters don't run on 'extras' metadata from email because there's no metadata added. The extras data on that discussion is actually attached to the user. Anyway, I've made the fix and future discussions from email will be correctly filtered.

  2. 2 Posted by Marco Pracucci on 28 Mar, 2017 08:04 AM

    Marco Pracucci's Avatar

    Ok thanks. We'll keep it monitored.


  3. Courtenay closed this discussion on 29 Mar, 2017 12:27 AM.

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