← Support SLA & Evidence Handoff
Lesson 1 of 4
Freeze the cohort and review clock
Use a reproducible opening window and as-of time.
Do the work
- Elapsed minutes are UTC minutes from the declared origin, without business-hours or holiday rules.
- The opening window includes minute zero and excludes minute 1440.
- As-of is minute 1800; a reply stored after that minute is not yet observed.
See the method
A ticket opened exactly at 1440 belongs to the next cohort.
Read every demonstration step
- A ticket opened exactly at 1440 belongs to the next cohort.
- A future reply cannot make an overdue ticket timely today.
- SQL NULL means no recorded first reply.
Practice independently
Exercise 1
Select the daily ticket cohort
Open practice →Exercise 2Expose replies observed by review time
Open practice →Take it further
A different as-of time can legitimately change a still-open ticket status.