From 79f2b44a040d3305b3aa74d59eac17853d249170 Mon Sep 17 00:00:00 2001 From: Rudy Celekli <47457359+rudycelekli@users.noreply.github.com> Date: Tue, 13 Oct 2026 11:42:54 -0400 Subject: [PATCH] fix(support): require a known status for overdue outreach Signed-off-by: Rudy Celekli <47457359+rudycelekli@users.noreply.github.com> --- support/support-support-responder.md | 3 ++- 1 file changed, 2 insertions(+), 1 deletion(-) diff --git a/support/support-support-responder.md b/support/support-support-responder.md index 75ceb008..df74b467 100644 --- a/support/support-support-responder.md +++ b/support/support-support-responder.md @@ -280,8 +280,9 @@ class SupportAnalytics: (self.data['created_date'] >= now - timedelta(days=7)) ]['customer_id'].unique() - # Customers with unresolved tickets over SLA + # Customers with known unresolved status and tickets over SLA overdue_tickets = self.data[ + self.data['status'].notna() & (self.data['status'] != 'resolved') & (self.data['created_date'] <= now - timedelta(hours=48)) ]['customer_id'].unique()