Hi,
Theres a ticket where it says SLA breached. however, the ticket was acknowledge on time and the time to response that i see in the transition state is fine. When i performed an API call against the ticket number, i got a response stating “True” and breached. Im unable to understand the JSOn. Can someone help?
The Ticket was created at 2.42pm 11/01/2021 and response sent at 3.24pm 11/01/2021.Time to response for this ticket is 4h.
JSON below:
1610358822000
2021-01-11T15:23:42.000+05:30
START
1610358887000
2021-01-11T15:24:47.000+05:30
STOP
1610425545000
2021-01-12T09:55:45.000+05:30
START
1610446064000
2021-01-12T15:37:44.000+05:30
STOP
true
10800000
65000
10735000
0
0
10735000
false
Business day
1610358822000
1610358887000
false
10800000
20519000
-9719000
0
0
9719000
true
Business day
1610425545000
1610446064000
2
1500960063000
1500960062556
2017-07-25T10:51:03.000+05:30
15307
Time to first response
1610358822000
2021-01-11T15:23:42.000+05:30
START
1610447448000
2021-01-12T16:00:48.000+05:30
STOP
true
129600000
31026000
98574000
0
3
12174000
false
Business day
1610358822000
1610447448000
1
1493038031000
1493038030839
2017-04-24T18:17:11.000+05:30
15306
Time to resolution