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Xiangyu Meng

Joined Dec 21, 2024

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Last activity Dec 30, 2024

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Xiangyu Meng commented,

Community comment Developer - Zendesk APIs
Community

Hey Greg, 

 

Thanks for the reply! 

 

I saw the SLA part is mentioned in the importTicket API documentation, but it seems like there is some SLA related behavior mismatch of this ImportTicket API between Java client and Python client. As I mentioned in the question, we are migrating from Python to Java. Even though we are using the same ImportTicket API for both Java and Python client, in Python, the SLA can be calculated based on the input ticket created_at time, while in Java, the SLA is calculated by the time when the ticket is actually imported into Zendesk system. Is this mismatch as expected? Is there anyway we can have Java client the same behavior as Python client? 

 

Thanks,

Xiangyu

View comment · Posted Dec 30, 2024 · Xiangyu Meng

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Xiangyu Meng created a post,

Post Developer - Zendesk APIs
Which API to use to create a new ticket in Zendesk with a customized ticket created_at time and have SLA support?

I would like to create a new ticket in Zendesk with a passed time as a created_at time and I also need Total resolution time SLA support based on the customized created_at time. 

I think the ImportTicket API should be the right one to support this customized ticket creation time feature, but the thing is that this API does not support SLA based on the API documentation. 

Can anyone point me the correct API to support my requirement that I want to create a ticket with a customized ticket created_at time and also want the SLA to be properly applied to the customized ticket created_at time? 

I am using the ZendeskJavaClient and I tried the importTicket API, the ticket created_at time can be set correctly based on the input ticket created_at field, but the SLA is still calculated based on the ticket imported time, not the ticket created_at time from the input. However, in our python script,  we are also using zd_client.ticket_import.create method to create ticket with a customized created_at time, and in this case, the SLA can be calculated based on the input created_at time. Do python client and java client have different SLA apply logic? How can I solve this in Java? 

Edited Dec 21, 2024 · Xiangyu Meng

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