sisodiabhumca When to invoke
- You have a CSV export of support tickets with timestamps (created, first response, resolved).
- You want to identify tickets that violated response or resolution SLAs.
- You need a vendor-neutral report that can work with exports from many helpdesk tools.
Inputs needed
- CSV file with at least:
ticket_id,priority,created_at,first_response_at,resolved_at. - SLA thresholds (minutes) per priority for first response and resolution.
Workflow
- Load CSV and parse ISO timestamps.
- For each ticket, compute:
- minutes to first response
- minutes to resolution
- Compare against SLA thresholds by priority.
- Emit:
- list of breached tickets
- breach reason (response, resolution, both)
- aggregate counts by priority
Output format
- JSON report written to a path.
- Human-readable summary printed to stdout.
Guardrails
- Assume timestamps are in a consistent timezone; do not guess missing timezone.
- If a timestamp is missing, mark metric as
nulland do not treat as breach unless instructed.
Reference code
support_sla_breach_detector.py