SLA Breach History

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10 댓글

  • Brett Bowser
    Zendesk Community Team

    Hey Hope,

    You should be able to look at the Ticket Events to see exactly when the breach occurred. You can also create an Insights Report using the # SLAs Breached (Total) metric along with the Ticket ID and Ticket Assignee attributes.

    If you're unfamiliar with Insights you can take a look at our Insights Resources for additional information.

    Hope this points you in the right direction!

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  • Hope Notz

    Hey Brett!

    I just checked out a ticket that was breached this morning and I do not see anywhere in Events where it tracks the breach. Can you send a screenshot example?

     

    Thanks!

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  • Dan Cooper
    Community Moderator

    Hi Hope, 

    I don't recall ever seeing the breach activity in the Ticket Events section of a ticket.  Depending on your plan, this data may take from 1 hour to 24 hours to update in your Insights reporting but you could see the breaches in Insights as Brett described. 

    Alternatively, you could use the API to check into the ticket metric events.

    There used to be an SLA Policy app that was a Zendesk Labs app that was really great for showing this data, but it appears to have been removed as Zendesk is clearing out apps built on the old app framework. 

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  • Hope Notz

    Gotcha. Thank you!

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  • Brett Bowser
    Zendesk Community Team

    Thanks for jumping in here Dan :)

    @Hope looks like I was incorrect in my previous response so I do apologize for that. It looks like the ticket events only show the SLA policies that have been applied to the ticket and not breaches.

    It is also worth mentioning that you can set up an automation that will notify you a certain amount of time after a breach has occurred. Not sure if that will make it easier for you to track or not but may be worth looking into. More information in the Can I be notified of an SLA breach? article that I've linked for you.

    Cheers!

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  • Hope Notz

    I will keep that in mind! Can I also put in an enhancement request to add a timestamp in the Events as to when an SLA is breached? Where should I do that?

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  • Brett Bowser
    Zendesk Community Team

    Hey Hope,

    Absolutely you should :)

    You can create a post in our Support Product Feedback Forum to provide visibility to our Product Managers.

    Let us know if you have any other questions!

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  • Dan Cooper
    Community Moderator

    Hi Hope,

    It looks like tha SLA Event Tracker app is planned to be updated.  This app may meet some of your needs to researching SLA breach parameters and time stamps. 

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  • King Leong

    Hi There

    I am trying to understand the characteristic of how Zendesk records SLA breaches.

    i.e. Does it record the breach to the assignee who last close/touch the ticket ? Or does it record it to the assignee that had the ticket when the breach occurred ?

    I am asking as we have a ticket which was clearly breached whilst under "assignee A" , however when it was assigned to "assignee B" and then closed by B , the SLA breached was reported under assignee B.


    Thanks

     

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  • Dan Cooper
    Community Moderator

    Hi King, 

    I haven't checked this out fully, but you can try to review ticket updates via the Assignee (Historical) instead of the Assignee to see if a ticket breached with a specific assignee.  I'm not sure that the specific user can be the reference point for a breach in how the data model maps out, but I'd start at looking at breaches by Assignee (Historical) and see if that helps to narrow it down.  Alternatively, I'd look to see if the Updater might be an option, although I suspect this may fail since the updater would be the system and not a specific user for a breach condition. 

    I hope this gives you some places to start to find a solution.

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