Template · Support

Support SLA triage

Flag tickets that have breached their response target by plan, and list the breaches first.

Steps

1
If / else 5→5
sla_hours = plan equals starter ? "48" : "4"
2
Calculate 5→5
hours_over = opened_hours - sla_hours
3
If / else 5→5
breached = hours_over > 0 ? "yes" : "no"
4
Sort 5→5
By hours_over descending
5
Keep fields 5→5
Keep id, subject, plan, priority, opened_hours, sla_hours, hours_over, breached

OUTPUT ON SAMPLE DATA · 5 ITEMS

[
  {
    "id": 8816,
    "subject": "Webhook retries flooding our endpoint",
    "plan": "business",
    "priority": "high",
    "opened_hours": 26,
    "sla_hours": "4",
    "hours_over": 22,
    "breached": "yes"
  },
  {
    "id": 8815,
    "subject": "Feature request: dark mode",
    "plan": "starter",
    "priority": "low",
    "opened_hours": 52,
    "sla_hours": "48",
    "hours_over": 4,
    "breached": "yes"
  },
  {
    "id": 8812,
    "subject": "Cannot log in after password reset",
    "plan": "business",
    "priority": "high",
    "opened_hours": 7,
    "sla_hours": "4",
    "hours_over": 3,
    "breached": "yes"
  },
  {
    "id": 8814,
    "subject": "API returning 500 on /v2/export",
    "plan": "enterprise",
    "priority": "urgent",
    "opened_hours": 2,
    "sla_hours": "4",
    "hours_over": -2,
    "breached": "no"
  }
]