I am using incremental export API to track the timestamps of the agent_work_time metric. Event types pause indicate that the ticket was put on-hold or is pending. However, when I use Audit API to get the events associated with the ticket, that API shows a different timestamp when the status of the ticket was changed. The difference is typically 1sec, but this still makes it impossible to use the timestamps returned by the APIs.
Incremental export API returns timestamps that don't match timestamps in Audit API
Hi TS! The issue that you're noting here is actually something that has been brought up before and engineering teams have spent a lot of time investigating this. What it boils down to is as follows:
The incremental exports API is based off of our tickets controller and our audits are running off of their own controllers. The first action that will occur (in this simplistic scenario) is the ticket action will be recorded and then a few calls down the line, the audits controller will run. As a result, we can not guarantee that the two numbers will be the same.
I have read through a lot of internal discussions where this has been fully investigated and there is nothing that could be done to ever ensure that these two numbers will absolutely be the same. As a result, the issue that you are noting is expected behavior.
If you could share the specifics of what you're looking to accomplish in this scenario, I'd be happy to brainstorm an alternate solution for you!
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