ticket.safe_update is not respected when updating ticket.tags

[justinlang]

Steps to reproduce:

1. Create a ticket
2. Fetch the ticket via the Ruby client in irb
3. Update tags: ticket.tags = ["tag_via_gem"]
4. Set safe_update and updated_stamp:

ticket.safe_update = true
ticket.ticket.updated_stamp = DateTime.now.utc.iso8601(0)

5. Modify the ticket elsewhere (e.g. in the web UI) by adding a tag, say "tag_via_ui"
6. Note that the ticket in the web UI has saved and now has the tag "tag_via_ui"
7. Do ticket.save! in irb

Result: error is returned by the Ruby client: ZendeskAPI::Error::NetworkError: the server responded with status 409 as expected. However, note that the tags on the ticket are only "tag_via_gem" - the tag change was persisted despite safe_update being set to true.

As a user of the gem, I would expect that no changes to the ticket would be made if safe_update is set to true.

Examining requests from the gem, I noticed that the gem performs a POST to /api/v2/tickets/{id}/tags in order to update tags. Looking at the docs for this API, it seems like there should be safe_update fields added to the request body: https://developer.zendesk.com/rest_api/docs/support/tags#safe-update But the request body for the POST in the example above just contains:

{
  "tags": ["tag_via_gem"]
}

This seems like an issue with the way the gem handles tag updates - it's not sending along the safe_update fields in the POST to /api/v2/tickets/{id}/tags.

[justinlang]

Not sure if this is actually supported by the gem:

ticket.tags.safe_update = true
ticket.tags.updated_stamp = DateTime.now.utc.iso8601(0)

But I can confirm doing this doesn't affect the behaviour I'm seeing.

[justinlang]

Verified that this is an issue with the gem. Used the REST API directly and did PUTs to /api/v2/tickets/{id}.json and /api/v2/tickets/{id}/tags.json with safe_update and updated_stamp in the request body. In both cases tags were not updated if updated_stamp didn't match the ticket's updated_at, as expected.

[datibbaw]

This is primarily a workaround for your issue, but until a better fix is made available, this is what you could use instead

ticket.safe_update = true
ticket.updated_stamp = DateTime.now.utc.iso8601(0)
ticket.update(tags: ['tag_via_gem'])
# wait for the ui changes
ticket.save!

It performs only a single put call with the safe_update request parameters.

[ecoologic]

This issue will be closed with no code change. The correct solution is to save the ticket as per this comment.

Thank you to everyone involved. We really appreciate your involvement to improve this gem.

See #521 for an alternative solution, in case this issue gets re-opened.