MA
Maria Alvarez9:07 AM
Our CSV exports have been failing since this morning — nothing changed on our side. Can you look?
ResolveOSAgent9:07 AM
Accessing Zendesk
Found your ticket and pulled the account context:
Ticket #48213 · Acme Corp
ZendeskPlanEnterprise · since 2023
PriorityHigh
Similar reports (1h)3 tenants
MA
Maria Alvarez9:08 AM
What's actually happening in our account?
ResolveOSAgent9:08 AM
Accessing Acme Admin · internal DB
Checked your export pipeline in the internal admin:
Export pipeline state
Acme AdminJobs queued
1,204
stuck
Failed (today)
842
since 08:59
Last success
08:57
2h ago
Config change
Feature flag csv_export_v2 was toggled ON at 08:59 — right when failures began.
MA
Maria Alvarez9:09 AM
Why did it break?
ResolveOSAgent9:09 AM
Accessing Sentry
Traced the errors to root cause:
ExportWorker · 500s
SentryErrorKeyError: 'legacy_cols'
Origincsv_v2/serializer.py
First seen08:59 today
Root cause
The csv_export_v2 serializer expects a column your account doesn't have. The flag was enabled for Acme by a batch rollout — not by you.
ResolveOSAgent9:10 AM
Here's the fix. It changes account config, so it needs a human to approve:
Proposed fix · awaiting approval
Needs approvalActionDisable csv_export_v2 for Acme Corp
ThenRe-queue 1,204 failed exports
Blast radius1 tenant (Acme)
Approve & runNot now
Resolved
Approved by on-call · flag disabled, 1,204 exports re-queued and clearing. Customer notified in-thread.