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def response = httpClient.get("/api/v2/tickets/${ticket.id}/metrics")
def latest_comment_added_at = ("${response.ticket_metric.latest_comment_added_at}")
replica."latest_comment_added_at" = latest_comment_added_at
def reply_time_in_minutes = ("${response.ticket_metric.reply_time_in_minutes}")
replica."reply_time_in_minutes" = reply_time_in_minutes
def first_resolution_time_in_minutes = ("${response.ticket_metric.first_resolution_time_in_minutes}")
replica."first_resolution_time_in_minutes" = first_resolution_time_in_minutes
def full_resolution_time_in_minutes = ("${response.ticket_metric.full_resolution_time_in_minutes}")
replica."full_resolution_time_in_minutes" = full_resolution_time_in_minutes
def agent_wait_time_in_minutes = ("${response.ticket_metric.agent_wait_time_in_minutes}")
replica."agent_wait_time_in_minutes" = agent_wait_time_in_minutes
def requester_wait_time_in_minutes = ("${response.ticket_metric.requester_wait_time_in_minutes}")
replica."requester_wait_time_in_minutes" = requester_wait_time_in_minutes
def on_hold_time_in_minutes = ("${response.ticket_metric.on_hold_time_in_minutes}")
replica."on_hold_time_in_minutes" = on_hold_time_in_minutes
def solved_at = ("${response.ticket_metric.solved_at}")
replica."solved_at" = solved_at
replica.status = issue.status |
Note : We are using the endpoint provided by Zendesk to make a Rest API call using httpClient.
Jira Incoming Sync :
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if(replica.status.name == "solved")
{
def p = ""
p+= "Ticket ID : " + replica.key + "\n" + "Latest Comment Added At : "+replica.latest_comment_added_at.values[0] + "\n" + "On Hold Time in Minutes : "+replica.on_hold_time_in_minutes.values[0].calendar + "\n" + "Agent Wait time in Minutes : "+replica.agent_wait_time_in_minutes.values[0].calendar + "\n" + "Solved At : "+replica.solved_at.values[0] + "\n" + "Requester wait time in minutes : " + replica.requester_wait_time_in_minutes.values[0].calendar/60000 + "\n" + "First Resolution time in minutes : "+replica.first_resolution_time_in_minutes.values[0].calendar/60000 + ""
issue.customFields."SLA Info".value = p
}
def statusMapping = ["new":"Open", "open":"Open","pending":"Pending","hold":"Work in Progress","solved":"Done"]
def remoteStatusName = replica.status.name
issue.setStatus(statusMapping[remoteStatusName] ?: remoteStatusName) |
Note : Based on the status changes on Zendesk, we are starting/pausing/stopping SLA's configured on Jira (Time2SLA Pluign).
A full video highlighting the same is attached below!
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