We are facing issues connecting to tickets_incremental, even if I just want to preview the data from Power BI dataflow, without any transformations, it’s just spinning and spinning (loading) for minutes without any results. I haven’t noticed this problem with any other FreshDesk table. This is my …

A new release has been taken into production on Invantive Cloud. Due to changes in the cache algorithm, the number of API calls needed to initially load the data was reduced to 652 API calls on Freshdesk. A refresh of tickets_incremental now consumes 12 API calls.

Duration of loading tickets_incremental can vary widely, depending on whether a full (re)load is done or only an increment. On a full (re)load - even when just 1 row is retrieved - the whole dataset will be retrieved. Typical 95% probability response time for full (re)load is like 1 second per 100 …

Not sure what can be the cause but this worked before. It started failing since 12/03/2024. [image] Error: Refreshing an entity exceeded the 2 hour refresh limit. Request ID: b771a99b-cfb7-71c1-cca2-ad414fc392bc Activity ID: 996fcc26-5873-4b0e-9827-22a0d5e646b7 Here is the screenshot from B…

Hi Support, Unfortunately I’m still not able to refresh our Ticket data. All refresh attempts are failing. I noticed something interesting, in Power BI dataflow when I want to preview the table, it will not load, fails with Evaluation was canceled. However in Bridge Online Monitoring the DataRetrie…

We need to refresh our data, so I tried to leave out Dataflow for now. However when I tried to preview the tickets_incremental on my local machine in Power BI desktop, it was loading data for over 40 minutes, then it failed with the following error: Log failed retrieval. So far retrieved 0 rows o…

Refresh started in DataFlow at 12:05:24 CET, at 13:25 it seems it’s still running: [image] When I check the Monitor, it says it already failed: The data download was cancelled after 14 minutes, 53 seconds, such as by the user navigating away in the Power BI or Power Query user interface. Please …

Using delegation, the following SQL was executed on the UniversalSQL editor on Invantive Cloud using an empty cache: set use-http-disk-cache false set use-http-memory-cache false select count(*) from tickets_incremental Last query returned 64460 rows. Execution time was 615 seconds. Executio…

Thank you very much for your response. We will contact Freshdesk support and will discuss the possibility of switching our plan. On the other hand yesterday I managed to refresh our data through Power BI Desktop, so I’m wondering why it succeeded through Desktop and failed through Dataflows. Hopef…

The logic for determining the rate limit value is being adapted. It will no longer assume that every user is on the new rate limits. The logic is a little sensitive, since the Freshdesk API server provides no hint what the duration of the window is. In the next release, the previous rate limit per…

To differentiate the issue, it seems that a very large percentage of the tickets was changed in the mroning of March 12 in the Freshdesk application itself, which negatively influences the algorithm optimized for reuse of caches. The algorithm expects relatively frequent updates at the start of Fre…

A case was found which caused subsequent downloads to fail when a previous one with filter was canceled or errored. See Itgentmm007 Kan geen vrij slot krijgen op throttle ‘ThrottlingBasedOnLicense’ voor cap-groep ‘lic:...’ na 1,920 seconden te hebben gewacht (Dutch). The problem should no more occ…

Freshdesk tickets_incremental keeps spinning

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Freshdesk tickets_incremental keeps spinning

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