fivetran-reneeli
commented
11 months ago Hi @SethPreissV fair question!
We perform aggregations on sla_breach_at because there are multiple records for each ticket, sla, and metric.
Re: max sla_breach_at
- We use max in the end sla_policies model because in the upstream intermediate models, we calculate the sla_breach_at time for each day of the business week that the ticket is active. Therefore we can have multiple records per sla, where for each we are calculating the lapsed minutes it was active. Then we filter to only the records it's been last active. This gives us the most recent record which is the one we want because it's the latest one where the sla was tracked. So the max captures the latest sla record.
Re: min sla_breach_at
- min(sla_breach_at) is used here because we want to calculate the first time for each event per each ticket and metric.
However, if you're not seeing the correct sla_breach_at time, I'd try updating to our latest release, v0.12.0. Let us know if that still doesn't resolve the issue.
SethPreissV
fivetran-joemarkiewicz
Is there an existing issue for this?
Describe the issue
Hey team,
I'm trying to understand sla_breach_at and why the max sla_breach_at for requester_wait_time and min for reply_time is used instead of the sla_breach_at when the is_sla_breach = true. It seems that the existing logic pulls the max/min calculated sla_breach_at instead of the actual time the sla_breach_at was breached for the metric. I feel like I might be missing something.
Relevant error log or model output
Expected behavior
Correct sla_breach_at to be shown in zendesk__sla_policies
dbt Project configurations
name: 'zendesk' version: '0.11.2' profile: 'zendesk'
config-version: 2 require-dbt-version: [">=1.3.0", "<2.0.0"] on-run-start: '{{ fivetran_utils.empty_variable_warning("ticket_field_history_columns", "zendesk_ticket_field_history") }}' models: zendesk: +schema: zendesk +materialized: table agent_work_time: +materialized: ephemeral intermediate: +schema: zendesk_intermediate +materialized: table reply_times: +materialized: ephemeral resolution_times: +materialized: ephemeral sla_policy: +schema: zendesk_intermediate +materialized: table ticket_history: +schema: zendesk_intermediate +materialized: ephemeral utils: +materialized: ephemeral vars: zendesk: ticket_field_history_columns: ['assignee_id', 'status', 'priority'] ticket_field_history_updater_columns: [] group: "{{ ref('stg_zendeskgroup') }}" brand: "{{ ref('stg_zendeskbrand') }}" domain_name: "{{ ref('stg_zendeskdomain_name') }}" organization_tag: "{{ ref('stg_zendeskorganization_tag') }}" organization: "{{ ref('stg_zendeskorganization') }}" schedule: "{{ ref('stg_zendesk__schedule') }}" ticket: "{{ ref('stg_zendeskticket') }}" ticket_form_history: "{{ ref('stg_zendeskticket_form_history') }}" ticket_comment: "{{ ref('stg_zendeskticket_comment') }}" field_history: "{{ ref('stg_zendeskticket_field_history') }}" ticket_schedule: "{{ ref('stg_zendeskticket_schedule') }}" ticket_tag: "{{ ref('stg_zendeskticket_tag') }}" user_tag: "{{ ref('stg_zendeskuser_tag') }}" user: "{{ ref('stg_zendeskuser') }}" daylight_time: "{{ ref('stg_zendesk__daylight_time') }}" time_zone: "{{ ref('stg_zendesktime_zone') }}" using_schedules: true using_domain_names: true using_user_tags: true using_ticket_form_history: true using_organization_tags: true
Package versions
packages:
package: fivetran/zendesk_source version: [">=0.8.0", "<0.9.0"]
package: calogica/dbt_date version: [">=0.7.0", "<0.8.0"]
What database are you using dbt with?
snowflake
dbt Version
Core:
Additional Context
No response
Are you willing to open a PR to help address this issue?