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.
Is there any way to fetch resolution time for each group that is configured via APIs?
Thanks in advance,
Parimala.