Global Variables returning "undefined" suddenly

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1

Is anyone else experiencing an issue with some global variables no longer providing the proper values in their ZCC flow event scripts?

let agentEmail = var_get()[“global_system.Agent.email”];
let engagementDisposition = var_get()[“global_system.Engagement.disposition”];

Both “undefined” now when they were working fine last week.
No changes to our flow or script in months, just started this issue today as far as we can tell.

The “undefined” is showing up in a Jira ticket that the script makes, so it is possible that the string isn’t being passed properly to Jira now.

Just wanted to check if there was a change to these variables in ZCC, thanks.

2

let engagementDisposition = var_get()?.[“global_system.Engagement.disposition”] || “No Disposition”;

Results in “No Disposition”, makes it seem like the global variable is not working properly…

3

Interestingly we noticed that this only affects Voice Engagements, not our Engagements that start as Video Engagements. We don’t have Messaging Engagements yet so no clue about those.
We have a ticket open with Zoom Support now about this. I will report back what they tell us, in case anyone in the future searches for this issue and finds this topic.

4

Hi @brandon.henry what Flow event trigger are you using to access these two variables?

5

Disposition Saved is the event trigger being used. Worked perfectly for months, just stopped for Voice engagements this week.

6

I can not reproduce the issue. Could your script code be encountering some runtime failure ? Are you sure the script is executing fully ?

I noticed in one of your code examples, you have the below:

var_get()?

I would remove the question mark, as this is a builtin function to the script capabilities.

Can you try to debug your flow, reproduce the issue, and check in the flow debug output ?

7

I changed it to let engagementDisposition = var_get()?.[“global_system.Engagement.disposition”] || “No Disposition”;

so it would return No Disposition instead of undefined. That exact script works properly with video engagements.
I don’t have that for the agent email variable, I handle the undefined value for that variable with different script.

I spent hours on Monday troubleshooting the script and everything works fine except those two global variables in Voice engagements. This script has handled thousands of engagements over months and always made Jira tickets for all of them without any issues until this week.

I have reproduced this issue in multiple Flows that handle Voice Engagements.

I do have a ticket open with Zoom Support so I am hoping it will get figured out there and I will report back. I only made this topic in case anyone else was experiencing this issue.

8

The Zoom Support ticket did the trick. Apparently there was a bug and the Zoom engineers have now fixed it. I can confirm the script is seeing the values for those Global Variables properly now.