[Bug] User did not get migration email after completing the assisted migration flow

[mpkelly]

Quick summary

Initial report p1725073959936799-slack-C06PZC1RR5F

A user contacted support after waiting to receive an email about their assisted migration. On inspecting tracking, we found they had submitted two requests but did not produce a ZenDesk ticket on the backend. It is suspected an early exit check in submit_new_ticket failed and returned site_not_found, and this wasn't caught on the front end, which doesn't handle the response. This happened in the old migration API, but as init_automated_migration has a similar check, we created this ticket to avoid the same issue in the new API.

See Slack for further analysis and Tracks event log.

Steps to reproduce

It's not known how to reproduce this issue yet. It could be related to the user having a Jetpack-connected site.

What you expected to happen

A ticket should be created in ZenDesk for every issue.

What actually happened

No ZenDesk ticket was created for this migration.

Impact

One

Available workarounds?

No but the platform is still usable

If the above answer is "Yes...", outline the workaround.

No response

Platform (Simple and/or Atomic)

Simple

Logs or notes

No response

[mpkelly]

It seems there was another case but the issue appears to be only on the client. This conditinal check fails and no ticket was created:

// config.isEnabled( 'automated-migration/collect-credentials' )  = true
// isCredentialsSkipped = false

if ( ! config.isEnabled( 'automated-migration/collect-credentials' ) || isCredentialsSkipped ) {
	sendTicket( {
		locale,
		from_url: fromUrl,
		blog_url: siteSlug,
	} );
}

One thing to note is that I completed the flow in a support session and that may have affected the result.

More details and a video here p1725334011341529/1725073959.936799-slack-C06PZC1RR5F

[mpkelly]

Another report here 8684398-zd-a8c. I confirmed that wpcom_support_free_migration_request_click is in the Tracks event log for this user, but there is no ZenDesk ticket.

{'path': '/setup/site-migration/migrateMessage', 'environment': 'production', 'automated_migration': 'true', 'environment_id': 'production', 'site_count': '1', 'client': 'browser', 'site_plan_id': '1', 'vpw': '1668', 'skipped_credentials': 'false', 'vph': '923'}

This is the same payload as the case in the comment above.

[github-actions]

Support References

This comment is automatically generated. Please do not edit it.

• 8684398-zen

[m1r0]

@andres-blanco, to double check, did your PR fix the issue or it's just related?

[obenland]

@markbiek @andres-blanco Did #94151 fix this bug?

[andres-blanco]

@markbiek @andres-blanco Did #94151 fix this bug?

Since the PR addresses a fix for users who went through the flow while already having a plan, I would consider it a related PR rather than a direct fix. This is because the issue doesn't specify whether the affected users had a plan or not.

cc @m1r0

[daledupreez]

I think that another cause of this issue was addressed by #94383. @valterlorran, would you agree with that assessment?

[valterlorran]

@daledupreez, thanks for pinging. Yes! By the time Mike tested it, it seemed he didn't see the credentials step, which would explain the broken ticket creation flow.

[daledupreez]

OK, I think we can mark this as closed based on the two PRs that we shipped.