Xiangyu Meng

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?