Broken API for multi currency.

Problem reported by Andy Gambles 10 years ago

As a fully paid up Clearbooks customer (in advance for 2 years) I am extremely disappointed in the service levels.

The API is broken for multi currency. I created a ticket on 25th November (65419) about the problem with the getExchangeRate. Quick response to say someone will look at it then nothing. I had to call up and chase this up on 28th November. I was then told I needed to email the API team the problem (I presume staff are unable to talk to each other within Clearbooks?).

So I emailed the API team which raised another ticket on 28th November (65681). Nobody has ever responded to this ticket (even as of now nobody). I had to call again 2 days later to get it resolved.

Then I get another API problem. Our integration just stopped working I raised a ticket on 8th December with the problem (66180). The response "I have escalated this to our API team who will reply within a week or as soon as they can." A week or so. I can not use Clearbooks for a week or so! I respond with an update to the problem having done some troubleshooting on 10th December. Still no response from Clearbooks.

As a result of the API errors and the testing I needed to do a restore. No problem as I have some backups. But wait the Restore function is broken. See: https://secure.clearbooks.co.uk/community/problems/8593/trying-to-restore-backup-just-takes-another-backup Turns out the broken restore function was reported on 11th November and it still isn't fixed!

So I call up to get a restore done 8th December. I can not use my restore file (even though I have it handy). Instead I have to use the Clearbooks backup which is based on their time. So I elect for this. This is done the next day. Because of the problems with the API the data is messed up again. I stop our automated API updates and ask for another restore (66227) on 10th December. No reply as yet. I called up yesterday for someone to do it and was told a developer will take a look. Still not done so I call again today. The developers are unavailable to do this today so it might be sometime next week.

I have been unable to add any data to Clearbooks since the 5th December - How is this acceptable?

But no need to worry about the features that did work but now don't because you have implemented that highly important feature to change the Sales list from All to Unpaid - https://secure.clearbooks.co.uk/community/news/8432/invoices-all-or-unpaid-which-is-more-important

Just checking the Ideas forum to see how many feature requests that received. It must be above Customer statements styled because we have been waiting 4 years for that right?

I'd love to hit the Praise forum but at the moment I am not sure what praise I can give.

/rant

Solved
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6 Replies

Hi Andy,

I'm really sorry about the lack of response. All technical API queries that come through to support are immediately escalated to our development team, although there should always be an acknowledgement and response from support - I will find out why this failed on 65681. I will also chase all these issues up with our senior developers to find out why these API queries are not being responded to.

The backup restore tool has been an outstanding issue for some time now - it has been proving difficult for the development team to fix, however is a top priority at the moment and will hopefully be resolved soon.

I think the change to the tabs on invoices and bills was pushed through by our small UX team who are currently trying to improve smaller issues to make the system more logical and easier to use. A number of development projects which had been taking up a lot of development resource are coming to an end - in the new year some of the larger popular ideas like customer statements and editing paid invoices will be picked up. The development team will let the community know when these are being worked on.

Once again I'm really sorry Andy - I will be investigating all API queries with senior developers to put this right for future.

10 years ago

Here we are another month has passed. No communication from Clearbooks about what is going on. Ticket still open.

Starting to get very frustrating.

10 years ago

Every single problem is left weeks now it seems to me, seems priority is being given to new developments, also seems to be since the cloudfunding ended and they have been working on new developments this has started.

Need to get priorities correct and have some dedicated to fixing bugs.

10 years ago

Hello Andy/James,

The API issue is being looked into and someone should get in touch with an update later on today Andy, apologies for any inconvenience caused.

The developers time is distributed fairly between fixing bugs and implementing new developments. We are looking to hire more developers in the future in order to improve the time it takes to fix bugs and also looking at improving the QA process.

Thanks,

Michael

10 years ago

Thanks for the reassurance. Appreciate it's a difficult one to juggle and very happy overall, also look forward to all the new things your doing :)

10 years ago

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