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How do i interpret whether a ticket has breached the SLA Poilcy or not from Ticket Metrics Events REST API ?

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Praful Magadum

Publicado 26 de mai. de 2022

How do i interpret whether a ticket has breached the SLA Poilcy or not from Ticket Metrics Events REST API ?

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    Erica Girges

    Zendesk Developer Advocacy

    Hi Praful,
     
    You'll want to look for all event types with a value of breach. These ticket metric event types are specific to when a SLA target has been breached. If you would like to learn more about the various Ticket Metric Event types, I recommend checking out this doc.
     
    Hope this helps!
     
    Best,
     
    Erica

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    Nicolas Distefano

    Hi, I think the answer does not provide a solution. The documentation says the breach event will always be recorded, whether the ticket is breached or not.

    Isn't there a flag or something that says if it actually breached the SLA?

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