updates

CHANGELOG.md

@@ -3,10 +3,7 @@
 [PR #134](https://github.com/fivetran/dbt_zendesk/pull/134) includes the following changes:
 
 ## Bug Fixes
-- Updated the `int_zendesk__reply_time_combined` model to account for when a ticket is first replied to outside SLA schedules or not yet replied to.
-
-## Under the Hood
-- Adjusted the filter used in the `filtered_reply_times` CTE for business hours to account for the aforementioned cases, as these records were mistakenly being filtered out previously.
+- Updated the `int_zendesk__reply_time_combined` model to account for when a ticket is first replied to outside SLA schedules or not yet replied to, as these records were mistakenly being filtered out previously.
 
 # dbt_zendesk v0.13.1
 

models/sla_policy/reply_time/int_zendesk__reply_time_combined.sql

@@ -107,7 +107,8 @@ with reply_time_calendar_hours_sla as (
     *,
     lead(sla_schedule_start_at) over (partition by ticket_id, sla_policy_name, metric, sla_applied_at order by sla_schedule_start_at) as next_schedule_start,
     min(sla_breach_at) over (partition by sla_policy_name, metric, sla_applied_at order by sla_schedule_start_at rows unbounded preceding) as first_sla_breach_at,
-		coalesce(lag(sum_lapsed_business_minutes) over (partition by sla_policy_name, metric, sla_applied_at order by sla_schedule_start_at), 0) as sum_lapsed_business_minutes_new
+		coalesce(lag(sum_lapsed_business_minutes) over (partition by sla_policy_name, metric, sla_applied_at order by sla_schedule_start_at), 0) as sum_lapsed_business_minutes_new,
+    {{ dbt.datediff("sla_schedule_start_at", "agent_reply_at", 'minute') }} as total_runtime_minutes -- total minutes from sla_schedule_start_at and agent reply time, before taking into account SLA end time
   from reply_time_breached_at_with_next_reply_timestamp
 
 ), filtered_reply_times as (
@@ -138,17 +139,20 @@ with reply_time_calendar_hours_sla as (
                 or (agent_reply_at is null and next_solved_at is null)
       then true
       else false
-        end as is_sla_breached
+        end as is_sla_breached,
+    sum_lapsed_business_minutes_new + total_runtime_minutes as total_new_minutes -- add total runtime to sum_lapsed_business_minutes_new (the sum_lapsed_business_minutes from prior row)
   from filtered_reply_times
-  
-), reply_time_breach as (
-  select 
+
+), reply_time_breach as ( 
+  select  
     *,
-    case when {{ dbt.datediff("sla_schedule_start_at", "agent_reply_at", 'minute') }} < 0 
-      then 0 
-      else sum_lapsed_business_minutes_new + {{ dbt.datediff("sla_schedule_start_at", "coalesce(agent_reply_at, current_time_check)", 'minute') }} 
+    case when total_runtime_minutes < 0 -- agent has already replied to prior to this SLA schedule
+        then 0 -- so don't add new minutes to the SLA
+      when total_new_minutes > sum_lapsed_business_minutes -- if total runtime, regardless of when the SLA schedule ended, is more than the total lapsed business minutes, that means the agent replied after the SLA schedule
+          then sum_lapsed_business_minutes -- the elapsed time after the SLA end time should not be calculated as part of the business minutes, therefore sla_elapsed_time should only be sum_lapsed_business_minutes
+      else total_new_minutes -- otherwise, the sla_elapsed_time will be the prior row's sum_lapsed_business_minutes plus the minutes between SLA schedule start and agent_reply_time.
     end as sla_elapsed_time
-  from reply_time_breached_at_remove_old_sla
+  from reply_time_breached_at_remove_old_sla 
 )
 
 select *