The SLA Management reports prepared in GoodData are generated based on the values held in several facts and attributes imported form your Zendesk Account.
The following steps provide a summary overview of the facts and attributes available as part of your SLA Management solution.
See the subsequent lesson for full instructions for the use of these facts and attributes within the metrics necessary to build an example dashboard.
SLA3 Update PassCount
This fact holds an integer value representing the number of times an agent makes a follow-up response against a ticket.
Each time a follow-up is made the count is incremented by 1 and the update timer is restarted in anticipation of the next follow-up.
The value of this fact can thus be used to help determine the number of follow-ups that have been given within the SLA (SLA Passed).
SLA3 Update ViolateCount
If the update timer ends before the agent has made a follow-up response or the ticket is solved, this fact is incremented by 1 for the associated ticket.
The value of this fact can thus be used to determine the number of times the agent failed to provide a follow-up within the SLA (SLA Violated).
A number of attribute values are maintained as part of your SLA Management solution some of which will be useful when building your SLA Performance reports using GoodData.
*Note: Locating the SLA Management Attributes
It has recently come ot our notice that the data sets created by the Zendesk Insights integrated have organized attributes into folders.
Should this be the case in your own Insights GoodData project it will be necessary to open the Tickets folder (3) in order to locate the SLA Management custom ticket fields in the following step.
It will also be necessary to open the Tickets folder to expose the list of SLA Management fields when selecting form the list of attribute values.
Having opened the Tickets folder in the previous step if necessary the SLA Management custom field attributes and/or attribute values will be presented for selection (1).
The main use of attributes in your GoodData reports is to identify which of the events have passed or violated the SLA for each of your tickets.
However, for the proposes of developing this example dashboard we are only concerned with the Respond event as follows:
SLA3 Respond Measure = Violated
The value of this attribute is set to Violated against a ticket if the timer for the initial response has ended before the agent has given a response (usually a public comment).
The presence of this attribute value is used to calculate the number of tickets that have violated the SLA for provision of an initial response.
SLA3 Respond Measure = Passed
This attribute is set to Passed if an initial response was given before the timer ended and so the SLA has been met for the associated ticket (SLA Passed).
SLA3 Request Under = Under SLA
If this attribute value is set to *Under SLA* then SLA Performance is being measured for the associated ticket and so should be included in the SLA Metrics used to build this example dashboard.
*Note: since the identification of violations and passes for the update SLA is determined using facts (see previous step), *SLA3 Update Measure* attribute values aren't used in the GoodData reports.