[BUG] Close HITL from the Zendesk Agent
# 🤝help
p
I've noticed that when resolving the ticket opened by the user, from Zendesk, the communication with the HITL is not always closed. That is, if the HITL timeout has not yet expired, all the user's messages are sent to Zendesk (even if the ticket has been resolved from Zendesk Dashboard), which prevents the bot's action. This doesn't always happen, sometimes when the ticket is resolved, the corresponding trigger is triggered and the bot takes back control. But there are times when this doesn't happen. These logs may be helpful: 1da0d42ab8] [dm] : Skipping dialog engine for event fa3e08e6-9f49-4c47-b490-6909468a9871 1 abr 2024, 17:42:33 [5fb1a9561b] [dm] : Event of type zendesk:ticketSolved received. 1 abr 2024, 17:42:33 [6e811a3209] [dm] : Message of type text received from user_01HTD5PBW9FGB20Y02NVTS7DFW on zendesk 1 abr 2024, 17:42:35 [5fb1a9561b] [dm] : Error handling event [Error, An unexpected error occurred when trying to process your request. (Error ID: err_20240401204235xA5822058)] zendesk:ticketSolved 1 abr 2024, 17:42:35 [1da0d42ab8] [agent-hook] [HITLAgent] [hitlAgent]: Failed to get conversation [Error, An unexpected error occurred when trying to process your request. (Error ID: err_20240401204235xA5822058)] Any way to deal with this problem?
b
I experience exactly the same issue, and the
zendesk:ticketSolved
error seems to occur randomly. Any thoughts on how to solve this? https://cdn.discordapp.com/attachments/1225741587804454912/1230567603177656330/Screenshot_1.png?ex=6633ca63&is=66215563&hm=c167dd6a4a38b0ffaf1ccefca831085360dba35999227c6213b96fc729ba5f6a&
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