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@fivetran-data-model-bot fivetran-data-model-bot released this 21 Feb 21:26
· 35 commits to main since this release
v0.14.0
9d995b0
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Learn about vigilant mode.

PR #136 includes the following changes:

Bug Fixes

  • Converted the sla_elapsed_time metric within the zendesk__sla_policies model to be reported in minutes to the second as opposed to just the nearest rounded minute. This ensures more accurate reporting.
  • Adjusted the next_reply_time SLA elapsed time metric calculation within the zendesk__sla_policies model to also take into consideration the ticket solved event as a valid SLA event. Previously if a reply time SLA was attached to a ticket and there was no reply, but the ticket was closed then the SLA would be breached. This update ensures a closed event serves as a route for the SLA to be achieved or breached.
  • Updated the int_zendesk__reply_time_combined model to additionally account for the following business hour scenarios as they were erroneously being filtered out in previous versions of the package:
    • A ticket is first replied to outside SLA schedules
    • A ticket has not yet received an agent reply
  • Overhauled the logic used within the int_zendesk__reply_time_combined model to calculate sla_breach_at within the zendesk__sla_policies and upstream models for reply time SLAs. It was found this field was inconsistent with the actual breach/achieve time of an SLA. The overhaul should now ensure reply time SLA is accurate to either be the time of the SLA breach or achieve event.
    • In particular, for first and next reply time SLAs the sla_breach_at will be the time of the breach if the SLA was breached or the time the SLA was achieved if it was not breached.
  • Modified the logic that matches schedule weeks within the int_zendesk__reply_time_combined model when calculating reply time business metrics. Previously long running SLAs would be excluded from the final model, now all reply time business SLAs regardless of sla elapsed duration will be included in the end zendesk__sla_policies model.
  • Included additional logic within the int_zendesk__ticket_schedules model to more accurately select the active default schedule used when calculating the business metrics for the downstream zendesk__ticket_metrics and zendesk__sla_policies models.
    • Previously the model could possibly select a deleted schedule. This update ensures only an active schedule is selected.

Documentation Updates

  • Updated "Zendesk" references within the README to now refer to "Zendesk Support" in order to more accurately reflect the name of the Fivetran Zendesk Support Connector.
  • Added new entries to the DECISIONLOG to highlight nuances and opinionated stances this package uses when calculating business metrics and first_reply_time SLAs.

Full Changelog: v0.13.1...v0.14.0

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