Explore recipe: Reviewing SLA performance

Return to top

3 Comments

  • SATORI株式会社 上野

    Hello

    It seems that an error occurs regardless of which code is written in patterns 1 and 2. Can you understand the cause?

    ■Pattern1
    IF (VALUE(SLA metric completion time (min))<120) THEN "0-2 hours" ELSE
    IF (VALUE(SLA metric completion time (min))<240) THEN "2-4 hours" ELSE
    IF (VALUE(SLA metric completion time (min))<480) THEN "4-8 hours" ELSE "Over 8 hours"
    ENDIF ENDIF ENDIF

    ■Pattern2
    IF (VALUE(SLA metric completion time (min))<120) THEN "0-2 hours" ELIF
    (VALUE(SLA metric completion time (min))<240) THEN "2-4 hours" ELIF
    (VALUE(SLA metric completion time (min))<480) THEN "4-8 hours" ELSE "Over 8 hours"
    ENDIF

    Attached capture error message
    "There is a problem with the formula. Please check the syntax of the formula and try again."

     

     

     

    0
  • Gab Guinto
    Zendesk Customer Care

    Hi SATORI株式会社,

    Based on your screenshot, it seems like you're setting this up under another dataset. The metric SLA metric completion time is under the SLAs dataset, so it can only be referenced in a custom attributes and metrics when working with that specific dataset. I tested with the second one – this formula:

    IF (VALUE(SLA metric completion time (min))<120) THEN "0-2 hours" ELIF
    (VALUE(SLA metric completion time (min))<240) THEN "2-4 hours" ELIF
    (VALUE(SLA metric completion time (min))<480) THEN "4-8 hours" ELSE "Over 8 hours"
    ENDIF

    – and I was able to save it without errors.

    Can you try setting this up again under the Support: SLAs dataset?

    Hope this helps. Thank you!

    0
  • Gustavo Parra

    Hi - can you please give an example of how you would add this formula for Response based SLAs? 

    0

Please sign in to leave a comment.

Powered by Zendesk