Bugfix/first reply time update

[fivetran-joemarkiewicz]

Are you a current Fivetran customer?

Fivetran created PR

What change(s) does this PR introduce?

This PR adds:

• The DECISIONLOG.md highlighting the reason for our opinionated logic around the business metrics being calculated.
• There is additional logic required to account for the first_reply_time when the first commenter is an internal comment and there are no previous external comments applied to the ticket. As such, this PR adds logic to account for this.

    min(case when is_first_comment 
        and end_user_comments.commenter_role != 'external_comment' 
        and (end_user_comments.previous_internal_comment_count > 0)
          then end_user_comments.end_user_comment_created_at 
        else agent_comments.valid_starting_at end) as agent_responded_at

Does this PR introduce a breaking change?

• Yes (please provide breaking change details below.)
• No (please provide explanation how the change is non breaking below.)

This is an update to adjust the first_reply_time logic and will not result in a breaking change for users.

Is this PR in response to a previously created Issue

• Yes, Issue BUG - First Reply Time metrics have mismatches #53
• No

How did you test the PR changes?

• CircleCi
• Other (please provide additional testing details below)

Select which warehouse(s) were used to test the PR

• BigQuery
• Redshift
• Snowflake
• Postgres
• Databricks
• Other (provide details below)

Provide an emoji that best describes your current mood

😯

Feedback

We are so excited you decided to contribute to the Fivetran community dbt package! We continue to work to improve the packages and would greatly appreciate your feedback on our existing dbt packages or what you'd like to see next.