Mẫu dữ liệu quản lý vấn đề

IF ([Changes - Field name] = "status" AND [Changes - New value] = "New") THEN "Problem Record Logged"
ELIF ([Changes - Field name] = "group_id") THEN "Assigned to Support Group"
ELIF ([Changes - Field name] = "status" AND [Changes - Previous value] = "New" AND [Changes - New value] = "Open") THEN "Investigation Commenced"
ELIF ([Changes - Field name] = "tags" AND CONTAINS([Changes - New value], "workaround_available")) THEN "Workaround Published"
ELIF ([Changes - Field name] = "[Your Root Cause Field Name]") THEN "Root Cause Identified"
ELIF ([Changes - Field name] = "[Your Change Request ID Field Name]") OR ([Changes - Field name] = "type" AND [Changes - New value] = "change") THEN "Change Request Initiated"
ELIF ([Changes - Field name] = "tags" AND CONTAINS([Changes - New value], "fix_deployed")) THEN "Permanent Fix Applied"
ELIF ([Changes - Field name] = "[Your Knowledge Article Linked Field]") THEN "Proposed Solution Drafted"
ELIF ([Changes - Field name] = "status" AND [Changes - New value] = "Solved") THEN "Resolution Verified"
ELIF ([Changes - Field name] = "status" AND [Changes - Previous value] = "Solved" AND [Changes - New value] = "Open") THEN "Problem Investigation Reopened"
ELIF ([Changes - Field name] = "[Your PIR Completed Checkbox Field]") THEN "Post-Implementation Review Conducted"
ELIF ([Changes - Field name] = "status" AND [Changes - New value] = "Closed") THEN "Problem Record Closed"
ELSE NULL
ENDIF

WITH ProblemTickets AS (
  SELECT
    t.id,
    t.created_at,
    t.updated_at,
    t.priority,
    g.name AS group_name,
    u.name AS assignee_name,
    t.status,
    (SELECT COUNT(*) FROM problem_incident_links pil WHERE pil.problem_id = t.id) AS related_incident_count,
    t.due_at AS sla_due_date,
    cf_cat.value AS problem_category,
    cf_root.value AS root_cause_category
  FROM tickets t
  LEFT JOIN users u ON t.assignee_id = u.id
  LEFT JOIN groups g ON t.group_id = g.id
  LEFT JOIN custom_field_values cf_cat ON t.id = cf_cat.ticket_id AND cf_cat.custom_field_id = [Your 'Problem Category' field_id]
  LEFT JOIN custom_field_values cf_root ON t.id = cf_root.ticket_id AND cf_root.custom_field_id = [Your 'Root Cause Category' field_id]
  WHERE t.type = 'problem'
  AND t.created_at >= '[YYYY-MM-DD]' -- Set start date for the extraction
)
-- 1. Problem Record Logged
SELECT
  pt.id AS "ProblemRecordId",
  'Problem Record Logged' AS "ActivityName",
  pt.created_at AS "EventTimestamp",
  'Zendesk' AS "SourceSystem",
  pt.updated_at AS "LastDataUpdate",
  pt.priority AS "Priority",
  pt.group_name AS "SupportGroup",
  pt.assignee_name AS "AssigneeName",
  'new' AS "ProblemStatus",
  pt.related_incident_count AS "RelatedIncidentCount",
  pt.sla_due_date AS "SlaDueDate",
  pt.problem_category AS "ProblemCategory",
  pt.root_cause_category AS "RootCauseCategory"
FROM ProblemTickets pt

UNION ALL

-- 2. Assigned to Support Group
SELECT
  pt.id AS "ProblemRecordId",
  'Assigned to Support Group' AS "ActivityName",
  tme.created_at AS "EventTimestamp",
  'Zendesk' AS "SourceSystem",
  pt.updated_at AS "LastDataUpdate",
  pt.priority AS "Priority",
  pt.group_name AS "SupportGroup",
  pt.assignee_name AS "AssigneeName",
  pt.status AS "ProblemStatus",
  pt.related_incident_count AS "RelatedIncidentCount",
  pt.sla_due_date AS "SlaDueDate",
  pt.problem_category AS "ProblemCategory",
  pt.root_cause_category AS "RootCauseCategory"
FROM ticket_metric_events tme
JOIN ProblemTickets pt ON tme.ticket_id = pt.id
WHERE tme.type = 'group'

UNION ALL

-- 3. Investigation Commenced
SELECT
  pt.id AS "ProblemRecordId",
  'Investigation Commenced' AS "ActivityName",
  tme.created_at AS "EventTimestamp",
  'Zendesk' AS "SourceSystem",
  pt.updated_at AS "LastDataUpdate",
  pt.priority AS "Priority",
  pt.group_name AS "SupportGroup",
  pt.assignee_name AS "AssigneeName",
  'open' AS "ProblemStatus",
  pt.related_incident_count AS "RelatedIncidentCount",
  pt.sla_due_date AS "SlaDueDate",
  pt.problem_category AS "ProblemCategory",
  pt.root_cause_category AS "RootCauseCategory"
FROM ticket_metric_events tme
JOIN ProblemTickets pt ON tme.ticket_id = pt.id
WHERE tme.type = 'status' AND tme.value = 'open' AND tme.previous_value = 'new'

UNION ALL

-- 4. Workaround Published
SELECT
  pt.id AS "ProblemRecordId",
  'Workaround Published' AS "ActivityName",
  tme.created_at AS "EventTimestamp",
  'Zendesk' AS "SourceSystem",
  pt.updated_at AS "LastDataUpdate",
  pt.priority AS "Priority",
  pt.group_name AS "SupportGroup",
  pt.assignee_name AS "AssigneeName",
  pt.status AS "ProblemStatus",
  pt.related_incident_count AS "RelatedIncidentCount",
  pt.sla_due_date AS "SlaDueDate",
  pt.problem_category AS "ProblemCategory",
  pt.root_cause_category AS "RootCauseCategory"
FROM ticket_metric_events tme
JOIN ProblemTickets pt ON tme.ticket_id = pt.id
WHERE tme.type = 'custom_field' AND tme.field_name = '[Your ''Workaround Published'' custom field name]' AND tme.value IS NOT NULL -- Example: checkbox being checked or field being filled

UNION ALL

-- 5. Root Cause Identified
SELECT
  pt.id AS "ProblemRecordId",
  'Root Cause Identified' AS "ActivityName",
  tme.created_at AS "EventTimestamp",
  'Zendesk' AS "SourceSystem",
  pt.updated_at AS "LastDataUpdate",
  pt.priority AS "Priority",
  pt.group_name AS "SupportGroup",
  pt.assignee_name AS "AssigneeName",
  pt.status AS "ProblemStatus",
  pt.related_incident_count AS "RelatedIncidentCount",
  pt.sla_due_date AS "SlaDueDate",
  pt.problem_category AS "ProblemCategory",
  pt.root_cause_category AS "RootCauseCategory"
FROM ticket_metric_events tme
JOIN ProblemTickets pt ON tme.ticket_id = pt.id
WHERE tme.type = 'custom_field' AND tme.field_name = '[Your ''Root Cause Category'' custom field name]' AND tme.value IS NOT NULL

UNION ALL

-- 6. Change Request Initiated
SELECT
  pt.id AS "ProblemRecordId",
  'Change Request Initiated' AS "ActivityName",
  tme.created_at AS "EventTimestamp",
  'Zendesk' AS "SourceSystem",
  pt.updated_at AS "LastDataUpdate",
  pt.priority AS "Priority",
  pt.group_name AS "SupportGroup",
  pt.assignee_name AS "AssigneeName",
  pt.status AS "ProblemStatus",
  pt.related_incident_count AS "RelatedIncidentCount",
  pt.sla_due_date AS "SlaDueDate",
  pt.problem_category AS "ProblemCategory",
  pt.root_cause_category AS "RootCauseCategory"
FROM ticket_metric_events tme
JOIN ProblemTickets pt ON tme.ticket_id = pt.id
WHERE tme.type = 'custom_field' AND tme.field_name = '[Your ''Change Request ID'' custom field name]' AND tme.value IS NOT NULL

UNION ALL

-- 7. Permanent Fix Applied
SELECT
  pt.id AS "ProblemRecordId",
  'Permanent Fix Applied' AS "ActivityName",
  tme.created_at AS "EventTimestamp",
  'Zendesk' AS "SourceSystem",
  pt.updated_at AS "LastDataUpdate",
  pt.priority AS "Priority",
  pt.group_name AS "SupportGroup",
  pt.assignee_name AS "AssigneeName",
  pt.status AS "ProblemStatus",
  pt.related_incident_count AS "RelatedIncidentCount",
  pt.sla_due_date AS "SlaDueDate",
  pt.problem_category AS "ProblemCategory",
  pt.root_cause_category AS "RootCauseCategory"
FROM ticket_metric_events tme
JOIN ProblemTickets pt ON tme.ticket_id = pt.id
WHERE tme.type = 'custom_field' AND tme.field_name = '[Your ''Permanent Fix Applied'' custom field name]' AND tme.value IS NOT NULL -- Assumes a custom field indicates this status

UNION ALL

-- 8. Proposed Solution Drafted
SELECT
  pt.id AS "ProblemRecordId",
  'Proposed Solution Drafted' AS "ActivityName",
  tme.created_at AS "EventTimestamp",
  'Zendesk' AS "SourceSystem",
  pt.updated_at AS "LastDataUpdate",
  pt.priority AS "Priority",
  pt.group_name AS "SupportGroup",
  pt.assignee_name AS "AssigneeName",
  pt.status AS "ProblemStatus",
  pt.related_incident_count AS "RelatedIncidentCount",
  pt.sla_due_date AS "SlaDueDate",
  pt.problem_category AS "ProblemCategory",
  pt.root_cause_category AS "RootCauseCategory"
FROM ticket_metric_events tme
JOIN ProblemTickets pt ON tme.ticket_id = pt.id
WHERE tme.type = 'custom_field' AND tme.field_name = '[Your ''KB Article ID'' custom field name]' AND tme.value IS NOT NULL

UNION ALL

-- 9. Resolution Verified
SELECT
  pt.id AS "ProblemRecordId",
  'Resolution Verified' AS "ActivityName",
  tme.created_at AS "EventTimestamp",
  'Zendesk' AS "SourceSystem",
  pt.updated_at AS "LastDataUpdate",
  pt.priority AS "Priority",
  pt.group_name AS "SupportGroup",
  pt.assignee_name AS "AssigneeName",
  'solved' AS "ProblemStatus",
  pt.related_incident_count AS "RelatedIncidentCount",
  pt.sla_due_date AS "SlaDueDate",
  pt.problem_category AS "ProblemCategory",
  pt.root_cause_category AS "RootCauseCategory"
FROM ticket_metric_events tme
JOIN ProblemTickets pt ON tme.ticket_id = pt.id
WHERE tme.type = 'status' AND tme.value = 'solved'

UNION ALL

-- 10. Problem Investigation Reopened
SELECT
  pt.id AS "ProblemRecordId",
  'Problem Investigation Reopened' AS "ActivityName",
  tme.created_at AS "EventTimestamp",
  'Zendesk' AS "SourceSystem",
  pt.updated_at AS "LastDataUpdate",
  pt.priority AS "Priority",
  pt.group_name AS "SupportGroup",
  pt.assignee_name AS "AssigneeName",
  'open' AS "ProblemStatus",
  pt.related_incident_count AS "RelatedIncidentCount",
  pt.sla_due_date AS "SlaDueDate",
  pt.problem_category AS "ProblemCategory",
  pt.root_cause_category AS "RootCauseCategory"
FROM ticket_metric_events tme
JOIN ProblemTickets pt ON tme.ticket_id = pt.id
WHERE tme.type = 'status' AND tme.value = 'open' AND tme.previous_value IN ('pending', 'solved')

UNION ALL

-- 11. Post-Implementation Review Conducted
SELECT
  pt.id AS "ProblemRecordId",
  'Post-Implementation Review Conducted' AS "ActivityName",
  tme.created_at AS "EventTimestamp",
  'Zendesk' AS "SourceSystem",
  pt.updated_at AS "LastDataUpdate",
  pt.priority AS "Priority",
  pt.group_name AS "SupportGroup",
  pt.assignee_name AS "AssigneeName",
  pt.status AS "ProblemStatus",
  pt.related_incident_count AS "RelatedIncidentCount",
  pt.sla_due_date AS "SlaDueDate",
  pt.problem_category AS "ProblemCategory",
  pt.root_cause_category AS "RootCauseCategory"
FROM ticket_metric_events tme
JOIN ProblemTickets pt ON tme.ticket_id = pt.id
WHERE tme.type = 'custom_field' AND tme.field_name = '[Your ''Post-Implementation Review'' custom field name]' AND tme.value IS NOT NULL -- Assumes a checkbox or date field

UNION ALL

-- 12. Problem Record Closed
SELECT
  pt.id AS "ProblemRecordId",
  'Problem Record Closed' AS "ActivityName",
  tme.created_at AS "EventTimestamp",
  'Zendesk' AS "SourceSystem",
  pt.updated_at AS "LastDataUpdate",
  pt.priority AS "Priority",
  pt.group_name AS "SupportGroup",
  pt.assignee_name AS "AssigneeName",
  'closed' AS "ProblemStatus",
  pt.related_incident_count AS "RelatedIncidentCount",
  pt.sla_due_date AS "SlaDueDate",
  pt.problem_category AS "ProblemCategory",
  pt.root_cause_category AS "RootCauseCategory"
FROM ticket_metric_events tme
JOIN ProblemTickets pt ON tme.ticket_id = pt.id
WHERE tme.type = 'status' AND tme.value = 'closed' AND tme.previous_value = 'solved';

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

class=class="hl-string">"hl-comment"># --- CONFIGURATION --- 
class=class="hl-string">"hl-comment"># Replace with your Zendesk subdomain, email, and API token
ZENDESK_SUBDOMAIN = class="hl-string">'[your_subdomain]'
ZENDESK_EMAIL = class="hl-string">'[your_email@example.com]'
ZENDESK_API_TOKEN = class="hl-string">'[your_zendesk_api_token]'

class=class="hl-string">"hl-comment"># Start time for the incremental export (Unix epoch timestamp)
class=class="hl-string">"hl-comment"># Example: 1641013200 is for Jan 1, 2022 00:00:00 GMT
START_TIME = 1641013200

class=class="hl-string">"hl-comment"># Map your custom field IDs to the corresponding activity names
class=class="hl-string">"hl-comment"># Find IDs in Admin Center > Objects and rules > Tickets > Fields
CUSTOM_FIELD_MAPPING = {
    class="hl-string">'[Your Workaround Published Field ID]': class="hl-string">'Workaround Published',
    class="hl-string">'[Your Root Cause Identified Field ID]': class="hl-string">'Root Cause Identified',
    class="hl-string">'[Your Change Request Initiated Field ID]': class="hl-string">'Change Request Initiated',
    class="hl-string">'[Your Permanent Fix Applied Field ID]': class="hl-string">'Permanent Fix Applied',
    class="hl-string">'[Your Proposed Solution Drafted Field ID]': class="hl-string">'Proposed Solution Drafted',
    class="hl-string">'[Your Post-Implementation Review Field ID]': class="hl-string">'Post-Implementation Review Conducted'
}

class=class="hl-string">"hl-comment"># --- SCRIPT --- 
BASE_URL = fclass="hl-string">'https://{ZENDESK_SUBDOMAIN}.zendesk.com/api/v2'
API_USER = fclass="hl-string">'{ZENDESK_EMAIL}/token'

class=class="hl-string">"hl-comment"># Caching for user and group lookups to reduce API calls
user_cache = {}
group_cache = {}

session = requests.Session()
session.auth = (API_USER, ZENDESK_API_TOKEN)

def get_user_name(user_id):
    if not user_id: return None
    if user_id in user_cache:
        return user_cache[user_id]
    try:
        response = session.get(fclass="hl-string">'{BASE_URL}/users/{user_id}.json')
        response.raise_for_status()
        user_cache[user_id] = response.json()[class="hl-string">'user'][class="hl-string">'name']
        return user_cache[user_id]
    except requests.exceptions.RequestException:
        return str(user_id) class=class="hl-string">"hl-comment"># Return ID if lookup fails

def get_group_name(group_id):
    if not group_id: return None
    if group_id in group_cache:
        return group_cache[group_id]
    try:
        response = session.get(fclass="hl-string">'{BASE_URL}/groups/{group_id}.json')
        response.raise_for_status()
        group_cache[group_id] = response.json()[class="hl-string">'group'][class="hl-string">'name']
        return group_cache[group_id]
    except requests.exceptions.RequestException:
        return str(group_id) class=class="hl-string">"hl-comment"># Return ID if lookup fails

def fetch_tickets(start_time):
    tickets_url = fclass="hl-string">'{BASE_URL}/incremental/tickets.json'
    params = {class="hl-string">'start_time': start_time, class="hl-string">'include': class="hl-string">'metric_sets'}
    all_tickets = []
    while tickets_url:
        try:
            print(fclass="hl-string">"Fetching from: {tickets_url}")
            response = session.get(tickets_url, params=params)
            class=class="hl-string">"hl-comment"># params are only needed for the first request
            params = {}
            if response.status_code == 429:
                print(class="hl-string">"Rate limit reached. Waiting for 60 seconds.")
                time.sleep(60)
                continue
            response.raise_for_status()
            data = response.json()
            all_tickets.extend(data.get(class="hl-string">'tickets', []))
            tickets_url = data.get(class="hl-string">'next_page')
            if not data.get(class="hl-string">'end_of_stream', True):
                 class=class="hl-string">"hl-comment"># Wait a moment before the next page request to be safe
                 time.sleep(1)
            else:
                print(fclass="hl-string">"End of stream reached. Final timestamp: {data.get('end_time')}")
                tickets_url = None
        except requests.exceptions.RequestException as e:
            print(fclass="hl-string">"Error fetching tickets: {e}")
            break
    return all_tickets

def process_ticket_audits(ticket, event_log):
    ticket_id = ticket[class="hl-string">'id']
    audits_url = fclass="hl-string">'{BASE_URL}/tickets/{ticket_id}/audits.json'
    try:
        response = session.get(audits_url)
        response.raise_for_status()
        audits = response.json().get(class="hl-string">'audits', [])
    except requests.exceptions.RequestException as e:
        print(fclass="hl-string">"Error fetching audits for ticket {ticket_id}: {e}")
        return

    base_attributes = {
        class="hl-string">'ProblemRecordId': ticket_id,
        class="hl-string">'SourceSystem': class="hl-string">'Zendesk Support',
        class="hl-string">'LastDataUpdate': ticket[class="hl-string">'updated_at'],
        class="hl-string">'Priority': ticket.get(class="hl-string">'priority'),
        class="hl-string">'RelatedIncidentCount': ticket.get(class="hl-string">'metric_set', {}).get(class="hl-string">'replies', 0), class=class="hl-string">"hl-comment"># Using replies as a proxy if incident_count is not available
        class="hl-string">'SlaDueDate': ticket.get(class="hl-string">'due_at'),
        class="hl-string">'ProblemCategory': next((f[class="hl-string">'value'] for f in ticket.get(class="hl-string">'custom_fields', []) if f.get(class="hl-string">'id') == class="hl-string">'[Your Problem Category Field ID]'), None)
    }

    class=class="hl-string">"hl-comment"># 1. Problem Record Logged
    event_log.append({
        **base_attributes,
        class="hl-string">'ActivityName': class="hl-string">'Problem Record Logged',
        class="hl-string">'EventTimestamp': ticket[class="hl-string">'created_at'],
        class="hl-string">'SupportGroup': get_group_name(ticket.get(class="hl-string">'group_id')),
        class="hl-string">'AssigneeName': get_user_name(ticket.get(class="hl-string">'assignee_id')),
        class="hl-string">'ProblemStatus': class="hl-string">'new',
        class="hl-string">'RootCauseCategory': None
    })

    class=class="hl-string">"hl-comment"># Process audit trail for other activities
    for audit in audits:
        audit_ts = audit[class="hl-string">'created_at']
        for event in audit.get(class="hl-string">'events', []):
            activity_name = None
            field_name = event.get(class="hl-string">'field_name')
            value = event.get(class="hl-string">'value')
            previous_value = event.get(class="hl-string">'previous_value')

            class=class="hl-string">"hl-comment"># 2. Assigned to Support Group
            if field_name == class="hl-string">'group_id' and value is not None:
                activity_name = class="hl-string">'Assigned to Support Group'
            
            class=class="hl-string">"hl-comment"># 3. Investigation Commenced (New -> Open)
            elif field_name == class="hl-string">'status' and value == class="hl-string">'open' and previous_value == class="hl-string">'new':
                activity_name = class="hl-string">'Investigation Commenced'

            class=class="hl-string">"hl-comment"># 4-9. Activities from Custom Fields
            elif str(field_name) in CUSTOM_FIELD_MAPPING and value is not None and value not in [False, class="hl-string">'0', class="hl-string">'']:
                activity_name = CUSTOM_FIELD_MAPPING[str(field_name)]

            class=class="hl-string">"hl-comment"># 10. Resolution Verified (Any -> Solved)
            elif field_name == class="hl-string">'status' and value == class="hl-string">'solved':
                activity_name = class="hl-string">'Resolution Verified'
            
            class=class="hl-string">"hl-comment"># 11. Problem Investigation Reopened (Solved/Closed -> Open)
            elif field_name == class="hl-string">'status' and value == class="hl-string">'open' and previous_value in [class="hl-string">'solved', class="hl-string">'closed']:
                activity_name = class="hl-string">'Problem Investigation Reopened'

            class=class="hl-string">"hl-comment"># 12. Problem Record Closed (Any -> Closed)
            elif field_name == class="hl-string">'status' and value == class="hl-string">'closed':
                activity_name = class="hl-string">'Problem Record Closed'

            if activity_name:
                class=class="hl-string">"hl-comment"># Find the state of attributes at the time of the event
                temp_status = value if field_name == class="hl-string">'status' else None
                temp_group = get_group_name(value) if field_name == class="hl-string">'group_id' else None
                temp_assignee = get_user_name(value) if field_name == class="hl-string">'assignee_id' else None
                temp_root_cause = value if str(field_name) == class="hl-string">'[Your Root Cause Category Field ID]' else None

                event_log.append({
                    **base_attributes,
                    class="hl-string">'ActivityName': activity_name,
                    class="hl-string">'EventTimestamp': audit_ts,
                    class="hl-string">'SupportGroup': temp_group,
                    class="hl-string">'AssigneeName': temp_assignee,
                    class="hl-string">'ProblemStatus': temp_status,
                    class="hl-string">'RootCauseCategory': temp_root_cause
                })

def main():
    print(class="hl-string">"Starting Zendesk Problem ticket extraction...")
    tickets = fetch_tickets(START_TIME)
    problem_tickets = [t for t in tickets if t.get(class="hl-string">'type') == class="hl-string">'problem']
    print(fclass="hl-string">"Found {len(problem_tickets)} problem tickets to process.")

    event_log_data = []
    for i, ticket in enumerate(problem_tickets):
        print(fclass="hl-string">"Processing ticket {i+1}/{len(problem_tickets)}: ID {ticket['id']}")
        process_ticket_audits(ticket, event_log_data)

    if not event_log_data:
        print(class="hl-string">"No events were generated. Exiting.")
        return

    df = pd.DataFrame(event_log_data)

    class=class="hl-string">"hl-comment"># Post-processing to fill forward null values for state attributes
    df = df.sort_values(by=[class="hl-string">'ProblemRecordId', class="hl-string">'EventTimestamp']).reset_index(drop=True)
    df[class="hl-string">'SupportGroup'] = df.groupby(class="hl-string">'ProblemRecordId')[class="hl-string">'SupportGroup'].fillna(method=class="hl-string">'ffill')
    df[class="hl-string">'AssigneeName'] = df.groupby(class="hl-string">'ProblemRecordId')[class="hl-string">'AssigneeName'].fillna(method=class="hl-string">'ffill')
    df[class="hl-string">'ProblemStatus'] = df.groupby(class="hl-string">'ProblemRecordId')[class="hl-string">'ProblemStatus'].fillna(method=class="hl-string">'ffill')
    df[class="hl-string">'RootCauseCategory'] = df.groupby(class="hl-string">'ProblemRecordId')[class="hl-string">'RootCauseCategory'].fillna(method=class="hl-string">'ffill')

    class=class="hl-string">"hl-comment"># Define column order
    column_order = [
        class="hl-string">'ProblemRecordId', class="hl-string">'ActivityName', class="hl-string">'EventTimestamp', class="hl-string">'SourceSystem', class="hl-string">'LastDataUpdate',
        class="hl-string">'Priority', class="hl-string">'SupportGroup', class="hl-string">'AssigneeName', class="hl-string">'ProblemStatus', class="hl-string">'RelatedIncidentCount',
        class="hl-string">'SlaDueDate', class="hl-string">'ProblemCategory', class="hl-string">'RootCauseCategory'
    ]
    df = df[column_order]

    output_filename = class="hl-string">'zendesk_problem_event_log.csv'
    df.to_csv(output_filename, index=False, date_format=class="hl-string">'%Y-%m-%dT%H:%M:%SZ')
    print(fclass="hl-string">"Extraction complete. Event log saved to {output_filename}")

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