What’s New
Recent changes to Supportomation that you will notice while using it. Newest first.
Supportomation moves to a new backend
Supportomation now runs on new infrastructure. Nothing about how you work changes: the same tickets, the same clients, the same JIRA issues, the same sign-in. Three things look different enough to be worth pointing out, so that none of them reads as something having gone wrong.
Your ticket badge counts go up
The numbers on the ticket tabs — All, Unowned, On Hold, Open, Completed, Closed and Spam — used to come from a stored running total that was updated as tickets changed. Because that total was kept separately from the tickets themselves, it could drift out of step with them, and some badges had been undercounting for a while.
Badges are now counted directly from your tickets each time the page loads. The number on the badge and the number of rows in the list always agree.
What you will see: most badges go up, and Spam goes up the most — it had been showing zero while spam tickets were being filed normally. Nothing was created, restored or reassigned. Those tickets were always there and always visible in the lists; the badge above them had simply stopped counting them.
A small number of people will also see their My tickets counts rise. Some tickets were assigned through an older version of the team directory and were not being credited to anyone’s personal count. They now are. No ticket changed owner.
Search returns better matches first, not just recent ones
Ticket search is now relevance-ranked. Previously results came back newest-first, so a strong match from a few months ago sat behind repeated Load more while weaker but more recent tickets filled the first page.
What you will see: the same tickets are findable, but in a different order. A search you run regularly may return its results in an order you are not used to. Searching for a phrase that appears in a ticket’s subject will now bring that ticket to the top, ahead of a ticket that merely mentions it in passing.
See Search for how matching works and its one caveat about body text.
Removing a logo or an avatar now works
Choosing Remove on a client logo, a project logo or a team-member avatar previously appeared to work — the image vanished from the form — but the removal was never saved, and the old image came back on the next page load.
What you will see: Remove now removes. If you tried this before and it did not stick, it will now.
Questions about anything here? Raise it with your team lead or an admin.