Add new solve time metrics #123
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integration_tests/dbt_project.yml
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| zendesk_integration_tests: | ||
| +quote_columns: "{{ true if target.type == 'redshift' else false }}" |
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why is there a condition on redshift?
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It appears to be an artifact of our CircleCI integration. I'm not sure if we still need it but at the moment it isn't really blocking anything, so we'll discuss it internally. Thanks for spotting!
| @@ -117,6 +117,8 @@ with ticket_historical_status as ( | |||
| else 0 end as agent_wait_time_in_minutes, | |||
| case when ticket_status in ('new', 'open', 'hold') then scheduled_minutes | |||
| else 0 end as requester_wait_time_in_minutes, | |||
| case when ticket_status in ('new', 'open', 'hold', 'pending') then scheduled_minutes | |||
| else 0 end as solve_time_in_minutes, | |||
| @@ -12,6 +12,8 @@ with ticket_historical_status as ( | |||
| else 0 end as agent_wait_time_in_minutes, | |||
| case when status in ('new', 'open', 'hold') then status_duration_calendar_minutes | |||
| else 0 end as requester_wait_time_in_minutes, | |||
| case when status in ('new', 'open', 'hold', 'pending') then status_duration_calendar_minutes | |||
| else 0 end as solve_time_in_minutes, | |||
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can we go over why this is defined twice in two separate places? Is there an opportunity for us to follow DRY principles?
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Hi @fivetran-jessicacherny ! These metrics are being constructed for two different models here--with schedules enabled in Zendesk, and without schedules.
- The
int_zendesk__ticket_work_time_calendar.solve_time_in_minutesfield is when schedules are disabled (as I believe they are internally). This is the field being brought downstream into our internal models. - The
int_zendesk__ticket_work_time_business.solve_time_in_minutesfield is when schedules are enabled (as they are for many other customers). This field is not currently being brought downstream internally.
Let me know if that clears it up!
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definitely does! thank you @fivetran-avinash!
packages.yml
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| - git: https://github.com/fivetran/dbt_zendesk_source.git | ||
| revision: feature/dbt-utils-star | ||
| warn-unpinned: false | ||
| # - package: fivetran/zendesk_source | ||
| # version: [">=0.9.0", "<1.0.0"] | ||
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Reminder to switch before merge
…x' of https://github.com/fivetran/dbt_zendesk into release/solve-time-metrics-and-holiday-work-schedule-fix
PR Overview
This PR will address the following Issue/Feature: #119
This PR will result in the following new package version: v0.12.1
We are adding new fields, but they should not impact existing customers and their data.
Please provide the finalized CHANGELOG entry which details the relevant changes included in this PR:
🚀 Feature Updates 🚀
solve_time_in_calendar_minutesandsolve_time_in_business_minutesto ourzendesk__ticket_metricsmodel, which calculates calendar and business minutes for when the ticket was in the 'new', 'open', 'hold', or 'pending' status.🔎 Under the Hood 🔎
dbt_zendesk_sourcein applying thedbt_utils.starmacro PR #42.PR Checklist
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