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Update agent work time and requester wait time business hours models #156

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merged 2 commits into from
Aug 23, 2024
Merged

Update agent work time and requester wait time business hours models #156

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896c033
initial
fivetran-reneeli May 21, 2024
7c3ec51
Merge branch 'bug/missing-sla-policies' into bugfix/slas-filtered-out
fivetran-catfritz Aug 23, 2024
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2 changes: 1 addition & 1 deletion dbt_project.yml
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Original file line number Diff line number Diff line change
@@ -1,5 +1,5 @@
name: 'zendesk'
version: '0.16.0'
version: '0.16.1'


config-version: 2
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10 changes: 5 additions & 5 deletions integration_tests/ci/sample.profiles.yml
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Original file line number Diff line number Diff line change
Expand Up @@ -16,13 +16,13 @@ integration_tests:
pass: "{{ env_var('CI_REDSHIFT_DBT_PASS') }}"
dbname: "{{ env_var('CI_REDSHIFT_DBT_DBNAME') }}"
port: 5439
schema: zendesk_integration_tests_50
schema: zendesk_integration_tests_51
threads: 8
bigquery:
type: bigquery
method: service-account-json
project: 'dbt-package-testing'
schema: zendesk_integration_tests_50
schema: zendesk_integration_tests_51
threads: 8
keyfile_json: "{{ env_var('GCLOUD_SERVICE_KEY') | as_native }}"
snowflake:
Expand All @@ -33,7 +33,7 @@ integration_tests:
role: "{{ env_var('CI_SNOWFLAKE_DBT_ROLE') }}"
database: "{{ env_var('CI_SNOWFLAKE_DBT_DATABASE') }}"
warehouse: "{{ env_var('CI_SNOWFLAKE_DBT_WAREHOUSE') }}"
schema: zendesk_integration_tests_50
schema: zendesk_integration_tests_51
threads: 8
postgres:
type: postgres
Expand All @@ -42,13 +42,13 @@ integration_tests:
pass: "{{ env_var('CI_POSTGRES_DBT_PASS') }}"
dbname: "{{ env_var('CI_POSTGRES_DBT_DBNAME') }}"
port: 5432
schema: zendesk_integration_tests_50
schema: zendesk_integration_tests_51
threads: 8
databricks:
catalog: "{{ env_var('CI_DATABRICKS_DBT_CATALOG') }}"
host: "{{ env_var('CI_DATABRICKS_DBT_HOST') }}"
http_path: "{{ env_var('CI_DATABRICKS_DBT_HTTP_PATH') }}"
schema: zendesk_integration_tests_50
schema: zendesk_integration_tests_51
threads: 8
token: "{{ env_var('CI_DATABRICKS_DBT_TOKEN') }}"
type: databricks
4 changes: 2 additions & 2 deletions integration_tests/dbt_project.yml
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Original file line number Diff line number Diff line change
@@ -1,12 +1,12 @@
config-version: 2

name: 'zendesk_integration_tests'
version: '0.16.0'
version: '0.16.1'

profile: 'integration_tests'

vars:
zendesk_schema: zendesk_integration_tests_50
zendesk_schema: zendesk_integration_tests_51
zendesk_source:
zendesk_organization_identifier: "organization_data"
zendesk_schedule_identifier: "schedule_data"
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6 changes: 3 additions & 3 deletions models/sla_policy/agent_work_time/int_zendesk__agent_work_time_business_hours.sql
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Original file line number Diff line number Diff line change
Expand Up @@ -75,7 +75,7 @@ with agent_work_time_filtered_statuses as (

), weeks as (

{{ dbt_utils.generate_series(208) }}
{{ dbt_utils.generate_series(52) }}

), weeks_cross_ticket_full_solved_time as (
-- because time is reported in minutes since the beginning of the week, we have to split up time spent on the ticket into calendar weeks
Expand Down Expand Up @@ -133,8 +133,8 @@ with agent_work_time_filtered_statuses as (
and weekly_period_agent_work_time.schedule_id = schedule.schedule_id
-- this chooses the Daylight Savings Time or Standard Time version of the schedule
-- We have everything calculated within a week, so take us to the appropriate week first by adding the week_number * minutes-in-a-week to the minute-mark where we start and stop counting for the week
and cast( {{ dbt.dateadd(datepart='minute', interval='week_number * (7*24*60) + ticket_week_end_time_minute', from_date_or_timestamp='start_week_date') }} as {{ dbt.type_timestamp() }}) > cast(schedule.valid_from as {{ dbt.type_timestamp() }})
and cast( {{ dbt.dateadd(datepart='minute', interval='week_number * (7*24*60) + ticket_week_start_time_minute', from_date_or_timestamp='start_week_date') }} as {{ dbt.type_timestamp() }}) < cast(schedule.valid_until as {{ dbt.type_timestamp() }})
and cast( {{ dbt.dateadd(datepart='minute', interval='week_number * (7*24*60) + ticket_week_end_time_minute', from_date_or_timestamp='start_week_date') }} as date) > cast(schedule.valid_from as date)
and cast( {{ dbt.dateadd(datepart='minute', interval='week_number * (7*24*60) + ticket_week_start_time_minute', from_date_or_timestamp='start_week_date') }} as date) < cast(schedule.valid_until as date)

), intercepted_periods_with_running_total as (

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8 changes: 4 additions & 4 deletions models/sla_policy/requester_wait_time/int_zendesk__requester_wait_time_business_hours.sql
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Original file line number Diff line number Diff line change
Expand Up @@ -75,7 +75,7 @@ with requester_wait_time_filtered_statuses as (

), weeks as (

{{ dbt_utils.generate_series(208) }}
{{ dbt_utils.generate_series(52) }}

), weeks_cross_ticket_full_solved_time as (
-- because time is reported in minutes since the beginning of the week, we have to split up time spent on the ticket into calendar weeks
Expand Down Expand Up @@ -133,8 +133,8 @@ with requester_wait_time_filtered_statuses as (
and weekly_period_requester_wait_time.schedule_id = schedule.schedule_id
-- this chooses the Daylight Savings Time or Standard Time version of the schedule
-- We have everything calculated within a week, so take us to the appropriate week first by adding the week_number * minutes-in-a-week to the minute-mark where we start and stop counting for the week
and cast( {{ dbt.dateadd(datepart='minute', interval='week_number * (7*24*60) + ticket_week_end_time_minute', from_date_or_timestamp='start_week_date') }} as {{ dbt.type_timestamp() }}) > cast(schedule.valid_from as {{ dbt.type_timestamp() }})
and cast( {{ dbt.dateadd(datepart='minute', interval='week_number * (7*24*60) + ticket_week_start_time_minute', from_date_or_timestamp='start_week_date') }} as {{ dbt.type_timestamp() }}) < cast(schedule.valid_until as {{ dbt.type_timestamp() }})
and cast( {{ dbt.dateadd(datepart='minute', interval='week_number * (7*24*60) + ticket_week_end_time_minute', from_date_or_timestamp='start_week_date') }} as date) > cast(schedule.valid_from as date)
and cast( {{ dbt.dateadd(datepart='minute', interval='week_number * (7*24*60) + ticket_week_start_time_minute', from_date_or_timestamp='start_week_date') }} as date) < cast(schedule.valid_until as date)

), intercepted_periods_with_running_total as (

Expand Down Expand Up @@ -176,7 +176,7 @@ with requester_wait_time_filtered_statuses as (
from intercepted_periods_agent_with_breach_flag

), requester_wait_business_breach as (

select
*,
{{ fivetran_utils.timestamp_add(
Expand Down