SunCo escalations are intermittently failing

We implemented a workaround for a SunCo issue (a bug in the Sunco functionality that allowed the creation and fetching of conversations with empty descriptions but didn’t accept updates that contained the same empty description). We then received a report that escalations in SunCo were failing which we were able to link back to the previous implementation: While implementing selective updates when interacting with the Sunco API, the internal caching mechanism was overlooked and that caused the complete override of the cached entries leading to inconsistent data required for escalation. We rolled back the deployment that had the faulty implementation. Immediately after, the escalations started working again.