6 Comments

  • Bryan - Community Manager
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    Hello Jan. What is your use case? If I'm reading correctly, it sounds like you'd like to apply metric values to a ticket — is that right? As mentioned in the reference docs, instance_id is a read-only value as are other metrics that are kept. Let me know if I'm off the mark here in understanding your use case.

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  • Jan Šutka
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    Hi Bryan (@...), I need to get data via API to prepare a dataset for my colleagues containing 3 columns:

    • ticket_id,
    • instance_id,
    • SLA_metric_completion_time.

    I already have the data from "Ticket Metric Events" that you mention. I tried to calculate SLA_metric_completion_time as the time between the "apply sla" event and the "fullfil" event for a specific ticket_id and instance_id. Unfortunately, this method is not correct, because I would need to consider only business hours for the calculation.

    "SLA metric completion time (min)" is a metric available in the Explore SLAs dataset, so I'm wondering if you can get this metric directly through the API.

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  • Jan Šutka
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    Hi @..., any update on my issue?

    Thank you,

    Jan

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  • Brett Bowser
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    Hey Jan,

    The only SLA data that can be pulled via the API can be found here. From what I can tell, you wouldn't be able to pull the metric completion time unfortunately.

    Let us know if you have any other questions!

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  • Daniel Chikanov
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    Hello Brett Bowser- has there been any updates to being able to pull Metric Completion time? We are trying to get the SLA Breach time which is calculated by the following formula:

    Breach time = "SLA Metric Completion Time" minus "SLA Metric Target Time"

     

    It is a HUGE road blocker for us if we are unable to pull breach time from the API. Do you have any alternative ways to pull that if it is a limitation?

     

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  • Chris H
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    Hello Daniel,

    You can pull breach time from our Ticket metrics API found here https://developer.zendesk.com/rest_api/docs/support/ticket_metric_events This endpoint also returns fulfill time and apply time. Using these times you can calculate the values needed.

    Let me know how this goes!

    Chris H
    Technical Support Architect

    Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

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