How to fetch resolution time for a ticket on group basis in Freshservice

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1

Hello folks,
I configured SLAs in the Freshservice on a group basis and while fetching ticket details including stats always receiving “resolution_time_in_secs”: 0.

Here is the API I used: https://artiss.freshservice.com/api/v2/tickets/6?include=stats
Below is the response for the above API:

    "stats": {
       "ticket_id": 27001994188,
       "opened_at": null,
       "pending_since": null,
       "resolved_at": null,
       "closed_at": null,
       "first_assigned_at": null,
       "assigned_at": null,
       "first_responded_at": null,
       "agent_responded_at": null,
       "created_at": "2020-12-31T06:17:21Z",
       "updated_at": "2020-12-31T06:18:21Z",
       "group_escalated": false,
       "inbound_count": 1,
       "status_updated_at": "2020-12-31T06:17:21Z",
       "outbound_count": 0,
       "first_resp_time_in_secs": null,
       "resolution_time_in_secs": 0
   }

In the above response “resolution_time_in_secs” is always returning 0 for any group. Below is the configuration for the group SLAs.

sla
sla1365×766 180 KB

Is there any way to fetch resolution time for each group that is configured via APIs?

Thanks in advance,
Parimala.

2

Hello folks,

Can anyone respond and help me with this, as this is an immediate requirement?

Thanks in advance,
Parimala.

4

I had tested the following scenario.

  1. Checked API response for a ticket with no SLA policy. It returned the resolution_time_in_secs as null.
  2. I had added a group SLA policy and assigned a ticket to that group.
  3. I had again checked the API response.

It actually showed me a value > 0. Can you please check if the actual ticket is assigned to that group?

5

Hello Mani Deepak,

Thanks for your response!
Please have a look at the below link:
Vidyard Recording?

Thanks,
Parimala.

6

@Parimala, I think you have to resolve the ticket to have the resolution time in seconds. I guess it will not give you what is configured in SLA for the group, but the actual time resolution for the current ticket.

7

If the SLA rules are not triggered, the resolution_time_in_secs will be null. Else it will be 0 for a newly created ticket and for an old value, it will be > 0. Hope this clarifies your query.