Gainsight CC: Improved Response Structure for Content Creation APIs

Is this now live in production? Was there any notification that this was changing?

​@ahamburg9 

Yes, this is now live in production. We released this change last week.

We sincerely apologize that this was rolled out without prior notification. We understand that unannounced API changes can cause unexpected work and break existing integrations.

We transitioned from a single-string return to a structured JSON object (containing id and publicId) to provide more robust data handling for developers. You can find the updated schema details in our Developer Documentation.

Going forward, we have already updated our internal processes to ensure that any future API enhancements are announced well in advance, giving you the necessary lead time to update your scripts.

​@Larry 
I understand the benefits, and the change sounds fine.

Unfortunately, when you have Documentation in an upstream system that automatically updates Gainsight articles via the API, and that system changes, you leave customers with an internal fire to fix it. That causes planning problems and takes employees away from their current workloads due to the vendor change without any notification.

​@ahamburg9  I completely agree, and I want to thank you for that candid feedback.

You're absolutely right. We need to focus on a better approach to address the resource planning and the "firefighting" it forces on your team. That is exactly what we aim to avoid, and we clearly missed the mark here by not giving you the lead time to prepare. To prevent this from happening again, we are formalizing a communication standard for all API enhancements and optimizing our release patterns to ensure you have the lead time necessary for your roadmap.