Templat data pengelolaan masalah Anda

{
  "extraction_config": {
    "source": "Freshservice Analytics CSV",
    "entity": "Problem Record",
    "transformation_type": "UNPIVOT",
    "primary_key": "Problem ID",
    "mapping_rules": [
      {
        "activity_name": "Problem Logged",
        "source_column": "Created Date",
        "condition": "IS NOT NULL"
      },
      {
        "activity_name": "Permanent Fix Applied",
        "source_column": "Resolved Date",
        "condition": "IS NOT NULL"
      },
      {
        "activity_name": "Problem Closed",
        "source_column": "Closed Date",
        "condition": "IS NOT NULL"
      },
      {
        "activity_name": "SLA Breached",
        "source_column": "Due By",
        "condition": "SLA Breached == 'true' AND Due By < NOW()"
      },
      {
        "activity_name": "Root Cause Identified",
        "source_column": "Resolved Date",
        "condition": "Root Cause IS NOT NULL"
      },
      {
        "activity_name": "Agent Assigned",
        "source_column": "Created Date",
        "condition": "Agent Name IS NOT NULL",
        "note": "Uses creation time as proxy for initial assignment in flat export"
      },
      {
        "activity_name": "Support Group Assigned",
        "source_column": "Created Date",
        "condition": "Group Name IS NOT NULL",
        "note": "Uses creation time as proxy for initial assignment in flat export"
      },
      {
        "activity_name": "Asset Linked",
        "source_column": "Created Date",
        "condition": "Associated Asset IS NOT NULL",
        "note": "Uses creation time as proxy"
      }
    ],
    "attribute_mapping": {
      "CaseId": "Problem ID",
      "AgentName": "Agent Name",
      "SupportGroup": "Group Name",
      "Priority": "Priority",
      "Status": "Status",
      "Department": "Department",
      "IsSlaBreached": "SLA Breached",
      "RootCause": "Root Cause"
    }
  }
}

import requests
import pandas as pd
import json
import time
from datetime import datetime

class=class="hl-string">"hl-comment"># === CONFIGURATION ===
FRESHSERVICE_DOMAIN = class="hl-string">"yourcompany.freshservice.com" class=class="hl-string">"hl-comment"># Replace with your domain
API_KEY = class="hl-string">"YOUR_API_KEY_HERE" class=class="hl-string">"hl-comment"># Replace with your API Key
UPDATED_SINCE = class="hl-string">"2023-01-01T00:00:00Z" class=class="hl-string">"hl-comment"># ISO 8601 format
OUTPUT_FILENAME = class="hl-string">"freshservice_problem_event_log.csv"

class=class="hl-string">"hl-comment"># Auth tuple
AUTH = (API_KEY, class="hl-string">"X")
HEADERS = {class="hl-string">"Content-Type": class="hl-string">"application/json"}

class=class="hl-string">"hl-comment"># Helper to handle rate limits and requests
def fetch_url(url, params=None):
    response = requests.get(url, auth=AUTH, headers=HEADERS, params=params)
    if response.status_code == 429:
        print(class="hl-string">"Rate limit reached. Sleeping for 60 seconds...")
        time.sleep(60)
        return fetch_url(url, params)
    elif response.status_code != 200:
        print(fclass="hl-string">"Error fetching {url}: {response.text}")
        return None
    return response.json()

class=class="hl-string">"hl-comment"># Helper to map Status IDs to Names (Customize based on your instance configuration)
STATUS_MAP = {
    1: class="hl-string">"Open",
    2: class="hl-string">"On Hold",
    3: class="hl-string">"Resolved",
    4: class="hl-string">"Closed",
    5: class="hl-string">"Change Requested" 
}

PRIORITY_MAP = {
    1: class="hl-string">"Low",
    2: class="hl-string">"Medium",
    3: class="hl-string">"High",
    4: class="hl-string">"Urgent"
}

def extract_data():
    all_events = []
    page = 1
    has_more = True
    
    base_url = fclass="hl-string">"https://{FRESHSERVICE_DOMAIN}/api/v2/problems"
    
    print(class="hl-string">"Starting extraction...")
    
    while has_more:
        print(fclass="hl-string">"Fetching Problem page {page}...")
        params = {
            class="hl-string">"updated_since": UPDATED_SINCE,
            class="hl-string">"per_page": 100,
            class="hl-string">"page": page,
            class="hl-string">"include": class="hl-string">"requester"
        }
        
        data = fetch_url(base_url, params)
        
        if not data or class="hl-string">"problems" not in data or len(data[class="hl-string">"problems"]) == 0:
            has_more = False
            break
            
        problems = data[class="hl-string">"problems"]
        
        for problem in problems:
            p_id = problem.get(class="hl-string">"id")
            p_display_id = fclass="hl-string">"PRB-{p_id}"
            created_at = problem.get(class="hl-string">"created_at")
            
            class=class="hl-string">"hl-comment"># Common Attributes
            curr_status = STATUS_MAP.get(problem.get(class="hl-string">"status"), str(problem.get(class="hl-string">"status")))
            curr_priority = PRIORITY_MAP.get(problem.get(class="hl-string">"priority"), str(problem.get(class="hl-string">"priority")))
            agent_id = problem.get(class="hl-string">"responder_id")
            group_id = problem.get(class="hl-string">"group_id")
            dept_id = problem.get(class="hl-string">"department_id")
            
            class=class="hl-string">"hl-comment"># ACTIVITY 1: Problem Logged
            all_events.append({
                class="hl-string">"ProblemNumber": p_display_id,
                class="hl-string">"ActivityName": class="hl-string">"Problem Logged",
                class="hl-string">"EventTimestamp": created_at,
                class="hl-string">"ProblemPriority": curr_priority,
                class="hl-string">"ProblemStatus": class="hl-string">"Open",
                class="hl-string">"AgentName": str(agent_id) if agent_id else None,
                class="hl-string">"SupportGroup": str(group_id) if group_id else None,
                class="hl-string">"IsSlaBreached": False
            })
            
            class=class="hl-string">"hl-comment"># --- Fetch Activities (Audit Log) ---
            activities_url = fclass="hl-string">"{base_url}/{p_id}/activities"
            activity_data = fetch_url(activities_url)
            
            if activity_data and class="hl-string">"activities" in activity_data:
                for act in activity_data[class="hl-string">"activities"]:
                    act_time = act.get(class="hl-string">"created_at")
                    act_type = act.get(class="hl-string">"activity_type")
                    
                    class=class="hl-string">"hl-comment"># ACTIVITY: Note Added
                    if act_type == class="hl-string">"note_added":
                        all_events.append({
                            class="hl-string">"ProblemNumber": p_display_id,
                            class="hl-string">"ActivityName": class="hl-string">"Note Added",
                            class="hl-string">"EventTimestamp": act_time,
                            class="hl-string">"ProblemStatus": curr_status
                        })
                        class=class="hl-string">"hl-comment"># Check if note implies Workaround
                        if class="hl-string">"workaround" in str(act.get(class="hl-string">"content", class="hl-string">"")).lower():
                             all_events.append({
                                class="hl-string">"ProblemNumber": p_display_id,
                                class="hl-string">"ActivityName": class="hl-string">"Workaround Published",
                                class="hl-string">"EventTimestamp": act_time,
                                class="hl-string">"ProblemStatus": curr_status
                            })
                            
                    class=class="hl-string">"hl-comment"># SYSTEM UPDATES & FIELD CHANGES
                    elif act_type == class="hl-string">"system":
                        content = str(act.get(class="hl-string">"content", class="hl-string">""))
                        
                        class=class="hl-string">"hl-comment"># ACTIVITY: SLA Breached
                        if class="hl-string">"sla" in content.lower() and class="hl-string">"breached" in content.lower():
                            all_events.append({
                                class="hl-string">"ProblemNumber": p_display_id,
                                class="hl-string">"ActivityName": class="hl-string">"SLA Breached",
                                class="hl-string">"EventTimestamp": act_time,
                                class="hl-string">"IsSlaBreached": True
                            })
                            
                        class=class="hl-string">"hl-comment"># ACTIVITY: Asset Linked
                        if class="hl-string">"associated" in content.lower() and class="hl-string">"asset" in content.lower():
                            all_events.append({
                                class="hl-string">"ProblemNumber": p_display_id,
                                class="hl-string">"ActivityName": class="hl-string">"Asset Linked",
                                class="hl-string">"EventTimestamp": act_time
                            })
                        
                        class=class="hl-string">"hl-comment"># ACTIVITY: Change Request Associated
                        if class="hl-string">"associated" in content.lower() and class="hl-string">"change" in content.lower():
                            all_events.append({
                                class="hl-string">"ProblemNumber": p_display_id,
                                class="hl-string">"ActivityName": class="hl-string">"Change Request Associated",
                                class="hl-string">"EventTimestamp": act_time
                            })

                    class=class="hl-string">"hl-comment"># FIELD UPDATES (extracted from changes object if present)
                    class=class="hl-string">"hl-comment"># Freshservice API structure varies; looking for generic class="hl-string">'changes' object
                    class=class="hl-string">"hl-comment"># Note: You may need to inspect the class="hl-string">'changes' dict structure for your version
                    if class="hl-string">"changes" in act:
                        changes = act[class="hl-string">"changes"]
                        
                        class=class="hl-string">"hl-comment"># ACTIVITY: Priority Updated
                        if class="hl-string">"priority" in changes:
                            all_events.append({
                                class="hl-string">"ProblemNumber": p_display_id,
                                class="hl-string">"ActivityName": class="hl-string">"Priority Updated",
                                class="hl-string">"EventTimestamp": act_time,
                                class="hl-string">"ProblemPriority": PRIORITY_MAP.get(changes[class="hl-string">"priority"][1], str(changes[class="hl-string">"priority"][1]))
                            })
                            
                        class=class="hl-string">"hl-comment"># ACTIVITY: Status Changes
                        if class="hl-string">"status" in changes:
                            new_status_id = changes[class="hl-string">"status"][1]
                            new_status_name = STATUS_MAP.get(new_status_id, class="hl-string">"Unknown")
                            
                            class=class="hl-string">"hl-comment"># Generic Status Update (could be mapped if needed, but we look for specific lifecycle events)
                            
                            class=class="hl-string">"hl-comment"># ACTIVITY: Status Pending Change
                            if new_status_name == class="hl-string">"Change Requested":
                                all_events.append({
                                    class="hl-string">"ProblemNumber": p_display_id,
                                    class="hl-string">"ActivityName": class="hl-string">"Status Pending Change",
                                    class="hl-string">"EventTimestamp": act_time,
                                    class="hl-string">"ProblemStatus": new_status_name
                                })
                            
                            class=class="hl-string">"hl-comment"># ACTIVITY: Permanent Fix Applied (Inferred from Resolved)
                            if new_status_name == class="hl-string">"Resolved":
                                all_events.append({
                                    class="hl-string">"ProblemNumber": p_display_id,
                                    class="hl-string">"ActivityName": class="hl-string">"Permanent Fix Applied",
                                    class="hl-string">"EventTimestamp": act_time,
                                    class="hl-string">"ProblemStatus": new_status_name
                                })

                            class=class="hl-string">"hl-comment"># ACTIVITY: Problem Closed
                            if new_status_name == class="hl-string">"Closed":
                                all_events.append({
                                    class="hl-string">"ProblemNumber": p_display_id,
                                    class="hl-string">"ActivityName": class="hl-string">"Problem Closed",
                                    class="hl-string">"EventTimestamp": act_time,
                                    class="hl-string">"ProblemStatus": new_status_name
                                })
                                
                            class=class="hl-string">"hl-comment"># ACTIVITY: Problem Reopened
                            class=class="hl-string">"hl-comment"># Logic: If old status was Resolved/Closed and new is Open
                            old_status_id = changes[class="hl-string">"status"][0]
                            if old_status_id in [3, 4] and new_status_id in [1, 2]:
                                all_events.append({
                                    class="hl-string">"ProblemNumber": p_display_id,
                                    class="hl-string">"ActivityName": class="hl-string">"Problem Reopened",
                                    class="hl-string">"EventTimestamp": act_time,
                                    class="hl-string">"IsReopened": True
                                })

                        class=class="hl-string">"hl-comment"># ACTIVITY: Support Group Assigned
                        if class="hl-string">"group_id" in changes:
                             all_events.append({
                                class="hl-string">"ProblemNumber": p_display_id,
                                class="hl-string">"ActivityName": class="hl-string">"Support Group Assigned",
                                class="hl-string">"EventTimestamp": act_time,
                                class="hl-string">"SupportGroup": str(changes[class="hl-string">"group_id"][1])
                            })

                        class=class="hl-string">"hl-comment"># ACTIVITY: Agent Assigned
                        if class="hl-string">"responder_id" in changes:
                             all_events.append({
                                class="hl-string">"ProblemNumber": p_display_id,
                                class="hl-string">"ActivityName": class="hl-string">"Agent Assigned",
                                class="hl-string">"EventTimestamp": act_time,
                                class="hl-string">"AgentName": str(changes[class="hl-string">"responder_id"][1])
                            })
                            
                        class=class="hl-string">"hl-comment"># ACTIVITY: Root Cause Identified
                        class=class="hl-string">"hl-comment"># Captured when root_cause or root_cause_analysis field is populated from null/empty
                        if class="hl-string">"root_cause" in changes or class="hl-string">"root_cause_analysis" in changes:
                            val = changes.get(class="hl-string">"root_cause") or changes.get(class="hl-string">"root_cause_analysis")
                            if val[0] is None or val[0] == class="hl-string">"":
                                all_events.append({
                                    class="hl-string">"ProblemNumber": p_display_id,
                                    class="hl-string">"ActivityName": class="hl-string">"Root Cause Identified",
                                    class="hl-string">"EventTimestamp": act_time
                                })

            class=class="hl-string">"hl-comment"># --- Fetch Tasks ---
            tasks_url = fclass="hl-string">"{base_url}/{p_id}/tasks"
            task_data = fetch_url(tasks_url)
            
            if task_data and class="hl-string">"tasks" in task_data:
                for task in task_data[class="hl-string">"tasks"]:
                    if task.get(class="hl-string">"status") == 3: class=class="hl-string">"hl-comment"># Assuming 3 is Closed/Completed for Tasks
                        all_events.append({
                            class="hl-string">"ProblemNumber": p_display_id,
                            class="hl-string">"ActivityName": class="hl-string">"Problem Task Completed",
                            class="hl-string">"EventTimestamp": task.get(class="hl-string">"updated_at"), class=class="hl-string">"hl-comment"># Or closed_at if available
                            class="hl-string">"ProblemStatus": curr_status
                        })

        page += 1
        class=class="hl-string">"hl-comment"># Safety break for testing
        class=class="hl-string">"hl-comment"># if page > 5: break

    class=class="hl-string">"hl-comment"># Create DataFrame
    df = pd.DataFrame(all_events)
    
    class=class="hl-string">"hl-comment"># Sort by ProblemNumber and Timestamp
    if not df.empty:
        df[class="hl-string">'EventTimestamp'] = pd.to_datetime(df[class="hl-string">'EventTimestamp'])
        df = df.sort_values(by=[class="hl-string">'ProblemNumber', class="hl-string">'EventTimestamp'])
        
        class=class="hl-string">"hl-comment"># Fill forward static attributes for cleaner logs if desired
        class=class="hl-string">"hl-comment"># df[class="hl-string">'ProblemPriority'] = df.groupby(class="hl-string">'ProblemNumber')[class="hl-string">'ProblemPriority'].ffill().bfill()

        print(fclass="hl-string">"Extraction complete. Found {len(df)} events. Saving to {OUTPUT_FILENAME}...")
        df.to_csv(OUTPUT_FILENAME, index=False)
    else:
        print(class="hl-string">"No events extracted.")

if __name__ == class="hl-string">"__main__":
    extract_data()

WITH
problem_records AS (
    SELECT
        CAST([Problem records source].[problem_number] AS VARCHAR(255)) AS ProblemNumber,
        CAST([Problem records source].[created_at] AS TIMESTAMP) AS CreatedAt,
        CAST([Problem records source].[priority] AS VARCHAR(255)) AS CurrentPriority,
        CAST([Problem records source].[agent_name] AS VARCHAR(255)) AS CurrentAgentName,
        CAST([Problem records source].[support_group] AS VARCHAR(255)) AS CurrentSupportGroup,
        CAST([Problem records source].[status] AS VARCHAR(255)) AS CurrentProblemStatus,
        CAST([Problem records source].[root_cause_category] AS VARCHAR(255)) AS RootCauseCategory,
        CAST([Problem records source].[related_incident_count] AS INTEGER) AS RelatedIncidentCount,
        CAST([Problem records source].[is_sla_breached] AS BOOLEAN) AS CurrentIsSlaBreached,
        CAST([Problem records source].[department_name] AS VARCHAR(255)) AS DepartmentName,
        CAST([Problem records source].[is_reopened] AS BOOLEAN) AS CurrentIsReopened
    FROM [Problem records source]
    WHERE CAST([Problem records source].[created_at] AS TIMESTAMP) >= CAST('[Start date parameter]' AS TIMESTAMP)
      AND CAST([Problem records source].[created_at] AS TIMESTAMP) < CAST('[End date parameter]' AS TIMESTAMP)
),
audit_history AS (
    SELECT
        CAST([Problem audit history source].[problem_number] AS VARCHAR(255)) AS ProblemNumber,
        CAST([Problem audit history source].[event_timestamp] AS TIMESTAMP) AS EventTimestamp,
        CAST([Problem audit history source].[field_name] AS VARCHAR(255)) AS FieldName,
        CAST([Problem audit history source].[old_value] AS VARCHAR(4000)) AS OldValue,
        CAST([Problem audit history source].[new_value] AS VARCHAR(4000)) AS NewValue,
        CAST([Problem audit history source].[event_type] AS VARCHAR(255)) AS EventType,
        CAST([Problem audit history source].[source_event_id] AS VARCHAR(255)) AS SourceEventId
    FROM [Problem audit history source]
    WHERE CAST([Problem audit history source].[event_timestamp] AS TIMESTAMP) >= CAST('[Start date parameter]' AS TIMESTAMP)
      AND CAST([Problem audit history source].[event_timestamp] AS TIMESTAMP) < CAST('[End date parameter]' AS TIMESTAMP)
),
notes AS (
    SELECT
        CAST([Problem notes source].[problem_number] AS VARCHAR(255)) AS ProblemNumber,
        CAST([Problem notes source].[created_at] AS TIMESTAMP) AS EventTimestamp,
        CAST([Problem notes source].[note_type] AS VARCHAR(255)) AS NoteType,
        CAST([Problem notes source].[source_note_id] AS VARCHAR(255)) AS SourceEventId
    FROM [Problem notes source]
    WHERE CAST([Problem notes source].[created_at] AS TIMESTAMP) >= CAST('[Start date parameter]' AS TIMESTAMP)
      AND CAST([Problem notes source].[created_at] AS TIMESTAMP) < CAST('[End date parameter]' AS TIMESTAMP)
),
relationships AS (
    SELECT
        CAST([Problem relationships source].[problem_number] AS VARCHAR(255)) AS ProblemNumber,
        CAST([Problem relationships source].[linked_at] AS TIMESTAMP) AS EventTimestamp,
        CAST([Problem relationships source].[relationship_type] AS VARCHAR(255)) AS RelationshipType,
        CAST([Problem relationships source].[related_record_number] AS VARCHAR(255)) AS RelatedRecordNumber,
        CAST([Problem relationships source].[source_relationship_id] AS VARCHAR(255)) AS SourceEventId
    FROM [Problem relationships source]
    WHERE CAST([Problem relationships source].[linked_at] AS TIMESTAMP) >= CAST('[Start date parameter]' AS TIMESTAMP)
      AND CAST([Problem relationships source].[linked_at] AS TIMESTAMP) < CAST('[End date parameter]' AS TIMESTAMP)
),
problem_tasks AS (
    SELECT
        CAST([Problem tasks source].[problem_number] AS VARCHAR(255)) AS ProblemNumber,
        CAST([Problem tasks source].[completed_at] AS TIMESTAMP) AS EventTimestamp,
        CAST([Problem tasks source].[task_status] AS VARCHAR(255)) AS TaskStatus,
        CAST([Problem tasks source].[source_task_id] AS VARCHAR(255)) AS SourceEventId
    FROM [Problem tasks source]
    WHERE CAST([Problem tasks source].[completed_at] AS TIMESTAMP) >= CAST('[Start date parameter]' AS TIMESTAMP)
      AND CAST([Problem tasks source].[completed_at] AS TIMESTAMP) < CAST('[End date parameter]' AS TIMESTAMP)
),
sla_events AS (
    SELECT
        CAST([Problem SLA events source].[problem_number] AS VARCHAR(255)) AS ProblemNumber,
        CAST([Problem SLA events source].[event_timestamp] AS TIMESTAMP) AS EventTimestamp,
        CAST([Problem SLA events source].[event_type] AS VARCHAR(255)) AS EventType,
        CAST([Problem SLA events source].[source_event_id] AS VARCHAR(255)) AS SourceEventId
    FROM [Problem SLA events source]
    WHERE CAST([Problem SLA events source].[event_timestamp] AS TIMESTAMP) >= CAST('[Start date parameter]' AS TIMESTAMP)
      AND CAST([Problem SLA events source].[event_timestamp] AS TIMESTAMP) < CAST('[End date parameter]' AS TIMESTAMP)
),
agent_directory AS (
    SELECT
        CAST([Agents source].[agent_id] AS VARCHAR(255)) AS AgentId,
        CAST([Agents source].[agent_name] AS VARCHAR(255)) AS AgentName
    FROM [Agents source]
),
support_groups AS (
    SELECT
        CAST([Support groups source].[group_id] AS VARCHAR(255)) AS GroupId,
        CAST([Support groups source].[group_name] AS VARCHAR(255)) AS SupportGroup
    FROM [Support groups source]
),
departments AS (
    SELECT
        CAST([Departments source].[department_id] AS VARCHAR(255)) AS DepartmentId,
        CAST([Departments source].[department_name] AS VARCHAR(255)) AS DepartmentName
    FROM [Departments source]
),
base_attributes AS (
    SELECT
        p.ProblemNumber,
        p.CurrentPriority AS ProblemPriority,
        p.CurrentAgentName AS AgentName,
        p.CurrentSupportGroup AS SupportGroup,
        p.CurrentProblemStatus AS ProblemStatus,
        p.RootCauseCategory,
        p.RelatedIncidentCount,
        p.CurrentIsSlaBreached AS IsSlaBreached,
        p.DepartmentName,
        p.CurrentIsReopened AS IsReopened
    FROM problem_records p
),
events AS (
    SELECT
        p.ProblemNumber,
        'Problem Logged' AS ActivityName,
        p.CreatedAt AS EventTimestamp,
        CAST(NULL AS VARCHAR(4000)) AS EventDetail,
        CAST(NULL AS VARCHAR(255)) AS SourceEventId
    FROM problem_records p

    UNION ALL

    SELECT
        a.ProblemNumber,
        'Support Group Assigned' AS ActivityName,
        a.EventTimestamp,
        a.NewValue AS EventDetail,
        a.SourceEventId
    FROM audit_history a
    WHERE LOWER(a.FieldName) IN ('group', 'support group', 'assignment group')
      AND NULLIF(TRIM(a.NewValue), '') IS NOT NULL
      AND COALESCE(a.OldValue, '') <> COALESCE(a.NewValue, '')

    UNION ALL

    SELECT
        a.ProblemNumber,
        'Agent Assigned' AS ActivityName,
        a.EventTimestamp,
        a.NewValue AS EventDetail,
        a.SourceEventId
    FROM audit_history a
    WHERE LOWER(a.FieldName) IN ('agent', 'assigned agent', 'assignee')
      AND NULLIF(TRIM(a.NewValue), '') IS NOT NULL
      AND COALESCE(a.OldValue, '') <> COALESCE(a.NewValue, '')

    UNION ALL

    SELECT
        a.ProblemNumber,
        'Priority Updated' AS ActivityName,
        a.EventTimestamp,
        a.NewValue AS EventDetail,
        a.SourceEventId
    FROM audit_history a
    WHERE LOWER(a.FieldName) = 'priority'
      AND COALESCE(a.OldValue, '') <> COALESCE(a.NewValue, '')

    UNION ALL

    SELECT
        r.ProblemNumber,
        'Asset Linked' AS ActivityName,
        r.EventTimestamp,
        r.RelatedRecordNumber AS EventDetail,
        r.SourceEventId
    FROM relationships r
    WHERE LOWER(r.RelationshipType) IN ('asset', 'configuration item', 'ci', 'affected business service')

    UNION ALL

    SELECT
        a.ProblemNumber,
        'Root Cause Identified' AS ActivityName,
        a.EventTimestamp,
        a.NewValue AS EventDetail,
        a.SourceEventId
    FROM audit_history a
    WHERE LOWER(a.FieldName) IN ('root cause', 'root_cause', 'root cause analysis')
      AND NULLIF(TRIM(a.NewValue), '') IS NOT NULL
      AND NULLIF(TRIM(COALESCE(a.OldValue, '')), '') IS NULL
      AND a.EventTimestamp = (
          SELECT MIN(a2.EventTimestamp)
          FROM audit_history a2
          WHERE a2.ProblemNumber = a.ProblemNumber
            AND LOWER(a2.FieldName) IN ('root cause', 'root_cause', 'root cause analysis')
            AND NULLIF(TRIM(a2.NewValue), '') IS NOT NULL
            AND NULLIF(TRIM(COALESCE(a2.OldValue, '')), '') IS NULL
      )

    UNION ALL

    SELECT
        a.ProblemNumber,
        'Workaround Published' AS ActivityName,
        a.EventTimestamp,
        a.NewValue AS EventDetail,
        a.SourceEventId
    FROM audit_history a
    WHERE LOWER(a.FieldName) IN ('workaround', 'workaround note', 'workaround field')
      AND NULLIF(TRIM(a.NewValue), '') IS NOT NULL

    UNION ALL

    SELECT
        r.ProblemNumber,
        'Change Request Associated' AS ActivityName,
        r.EventTimestamp,
        r.RelatedRecordNumber AS EventDetail,
        r.SourceEventId
    FROM relationships r
    WHERE LOWER(r.RelationshipType) IN ('change', 'change request', 'association with change')

    UNION ALL

    SELECT
        a.ProblemNumber,
        'Status Pending Change' AS ActivityName,
        a.EventTimestamp,
        a.NewValue AS EventDetail,
        a.SourceEventId
    FROM audit_history a
    WHERE LOWER(a.FieldName) = 'status'
      AND LOWER(TRIM(a.NewValue)) IN ('change requested', 'pending change', 'awaiting change')

    UNION ALL

    SELECT
        a.ProblemNumber,
        'Permanent Fix Applied' AS ActivityName,
        a.EventTimestamp,
        a.NewValue AS EventDetail,
        a.SourceEventId
    FROM audit_history a
    WHERE LOWER(a.FieldName) = 'status'
      AND LOWER(TRIM(a.NewValue)) IN ('solved', 'resolved')

    UNION ALL

    SELECT
        t.ProblemNumber,
        'Problem Task Completed' AS ActivityName,
        t.EventTimestamp,
        t.TaskStatus AS EventDetail,
        t.SourceEventId
    FROM problem_tasks t
    WHERE LOWER(t.TaskStatus) IN ('completed', 'complete', 'closed', 'done')
      AND t.EventTimestamp IS NOT NULL

    UNION ALL

    SELECT
        a.ProblemNumber,
        'Problem Closed' AS ActivityName,
        a.EventTimestamp,
        a.NewValue AS EventDetail,
        a.SourceEventId
    FROM audit_history a
    WHERE LOWER(a.FieldName) = 'status'
      AND LOWER(TRIM(a.NewValue)) = 'closed'

    UNION ALL

    SELECT
        a.ProblemNumber,
        'Problem Reopened' AS ActivityName,
        a.EventTimestamp,
        a.NewValue AS EventDetail,
        a.SourceEventId
    FROM audit_history a
    WHERE LOWER(a.FieldName) = 'status'
      AND LOWER(TRIM(a.OldValue)) IN ('resolved', 'closed')
      AND LOWER(TRIM(a.NewValue)) IN ('open', 'reopened')

    UNION ALL

    SELECT
        s.ProblemNumber,
        'SLA Breached' AS ActivityName,
        s.EventTimestamp,
        s.EventType AS EventDetail,
        s.SourceEventId
    FROM sla_events s
    WHERE LOWER(s.EventType) IN ('sla breached', 'sla breach', 'sla violation', 'due by exceeded')

    UNION ALL

    SELECT
        n.ProblemNumber,
        'Note Added' AS ActivityName,
        n.EventTimestamp,
        n.NoteType AS EventDetail,
        n.SourceEventId
    FROM notes n
    WHERE n.EventTimestamp IS NOT NULL
),
final_event_log AS (
    SELECT
        e.ProblemNumber,
        e.ActivityName,
        e.EventTimestamp,
        b.ProblemPriority,
        b.AgentName,
        b.SupportGroup,
        b.ProblemStatus,
        b.RootCauseCategory,
        b.RelatedIncidentCount,
        b.IsSlaBreached,
        b.DepartmentName,
        b.IsReopened,
        e.EventDetail,
        e.SourceEventId
    FROM events e
    LEFT JOIN base_attributes b
      ON b.ProblemNumber = e.ProblemNumber
)
SELECT
    ProblemNumber,
    ActivityName,
    EventTimestamp,
    ProblemPriority,
    AgentName,
    SupportGroup,
    ProblemStatus,
    RootCauseCategory,
    RelatedIncidentCount,
    IsSlaBreached,
    DepartmentName,
    IsReopened,
    EventDetail,
    SourceEventId
FROM final_event_log
WHERE ProblemNumber IS NOT NULL
  AND ActivityName IS NOT NULL
  AND EventTimestamp IS NOT NULL
ORDER BY ProblemNumber, EventTimestamp, ActivityName, SourceEventId;