I'm trying to get the solved_at metric for all tickets (old and new) using the incremental export api and adding '&include=metric_sets'. When I use it with a time range of the past four days it seems to work fine, but when I increase the time range up to the past 365 days, there are many instances where it doesn't get the solved_at metric. I can see the metrics when querying the old tickets individually (with the tickets endpoint), but then when I try to do it with the incremental export with a higher time range it doesn't work. Am I doing something wrong or is there possibly a problem? Thank you!!
Ticket solved_at missing when using incremental export api for older tickets
Hey Cristina!
One possibility here is that the tickets which aren't displaying a solved_at value were created and solved at the same time. Can you confirm if this was the case?
Hi Tipene!
Thank you very much, I can see it is the case in some instances. Is there a way to backfill these tickets if incremental export can't do it? When I query them individually with the tickets endpoint (including metrics) I can see the solved_at value, but would it be possible to do it for all tickets? Thanks!
No worries, Cristina! You could potentially look at using the "status_updated_at" value that's returned in the metric set. Assuming the tickets last status update was when it was moved to solved, this should return the value you're looking for.
Thanks Tipene!
I can't use the "status_updated_at" because sometimes the last ticket status is not solved (it can also be closed). I've been testing the /api/v2/ticket_metrics directly, instead of using the incremental api with side loading (&include=metric_sets) and it seems to return all the information for all tickets well. Do you think it can be a good alternative, or are there any known issues when fetching the solved_at field? Also, is that the expected behavior for solved_at when using incremental+side-loading or will it be changed? Thank you very much!
Yes, you can absolutely use the Ticket Metrics endpoint directly if that's returning everything you need. I'm going to follow up with the product team to see if it is expected behaviour, or not. My feeling is that it is not, but I will let you know what I find out!
Thank you! I also thought it would not be expected behavior, for now I'll use the ticket_metrics endpoint, thanks!
Hi again Tipene!
Just to check, is it possible that exported tickets don't display the solved_at property also when using the incremental export api + side-loading (include=metric_sets) when the field assignee_updated_at has the same value as solved_at? (appart from the already known situation when created_at = solved_at). Thanks you very much!
Login to the community
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.