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SLA and Timezone in incremental API

  • September 20, 2022
  • 2 replies
  • 0 views
C

Hello, could someone help me, please?

I am using this url to download the tickets with metrics:

https://cinemarksupport.zendesk.com/api/v2/incremental/tickets.json?include=metric_sets&start_time=1663632000

But I need to get also the SLA information (Reached or Not Reached) for every ticket. Is it possible?

I also need to convert all the datetimes to my timezone (GMT-3), as it already works the platform. How can I do it automatically? I am doing this manually via code, deducting 3 hours for every datetime field.

Thanks

Cezário

    2 replies

    Greg29
    • Greg29
    • September 20, 2022
    Hi Cezario! To access SLA data, you'll want to use the Ticket Metrics Events API. This returns data chronologically based on event time, so it won't necessarily group tickets in order. I typically recommend that you export this data to your own database on then join it together in the ticket_id parameter to create the collection of data that works best for your needs.
     
    With respect to the timestamps, that will be returned in GMT-0, so when adding this to your database, you can choose to add both the UTC time and whatever timezones you'd like to store along with it.
    C
    • Cezário
    • Author
    • September 21, 2022

    Hi Greg! Thanks for your answer, but I'm already using side loading to get the metrics, so I need to get the SLA in the same way.

    I have tried this, and it works for the SLA, but the metrics disappear:

    https://cinemarksupport.zendesk.com/api/v2/incremental/tickets.json?include=metric_sets&include=slas&start_time=1663632000

    Do you know how to make it work?

    About the timezone, is it possible to change this in the call? Or only in my database, after the download?

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