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fivetran / dbt_zendesk

Fivetran's Zendesk Support dbt package
https://fivetran.github.io/dbt_zendesk/#!/overview
Apache License 2.0
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[Discussion] Should we include null SLAs in `zendesk__sla_policies`? #175

Open fivetran-jamie opened 1 month ago

fivetran-jamie commented 1 month ago

Is there an existing feature request for this?

Describe the Feature

Context

Currently, when we run the sla_count_match integrity data validation test using our internal dataset, we get a handful of failures, specifically that the zendesk__sla_policies end model is missing some SLA records present in the source ticket_field_history table.

Each of these missing records was a requester_wait_time SLA in which the SLA was either:

  1. Applied to a ticket after the ticket was closed/solved, or
  2. Applied to the ticket but there were no impacted status (where ticket_historical_status.status in ('new', 'open', 'on-hold', 'hold')) after the SLA was applied.

In both cases, the package filters out this sort of SLA record because it was never actually active. It's not even like the sla_elapsed_time = 0, it's really just all null.

Call to Action

So let this serve as a discussion thread -- would folks want these null records to persist to the zendesk__sla_policies end model? Are they helpful at all, or should we continue excluding them?

How would you implement this feature?

TBD

Describe alternatives you've considered

No response

Are you interested in contributing this feature?

Anything else?

No response

fivetran-jamie commented 4 weeks ago

Discussed this with our internal engineering analysts, and they agree with the current implementation, in which inactive SLAs are excluded from zendesk__sla_policies

I will leave this ticket open for discussion in case other folks feel differently 🗣️