{
  "company": "brightfjord",
  "version": "v1",
  "collection": "tickets",
  "total": 15,
  "page": 1,
  "limit": 100,
  "pages": 1,
  "items": [
    {
      "id": "TCK-1006",
      "subject": "Routes ignores technician skills when reordering",
      "account_id": "ACC-005",
      "requester_id": "CON-012",
      "product_id": "PRD-ROUTES",
      "category": "bug",
      "priority": "P2",
      "channel": "email",
      "status": "solved",
      "assignee_id": "EMP-031",
      "escalated_to_id": "EMP-017",
      "incident_id": null,
      "deal_id": null,
      "tags": [
        "routes",
        "skills"
      ],
      "created_at": "2026-01-14T08:22:00-08:00",
      "first_response_at": "2026-01-14T09:40:00-08:00",
      "resolved_at": "2026-01-23T10:05:00-08:00",
      "sla": {
        "plan": "Team",
        "first_response_target_minutes": 480,
        "first_response_minutes": 78,
        "met": true
      },
      "comments": [
        {
          "id": "TCK-1006-C1",
          "author_id": "CON-012",
          "created_at": "2026-01-14T08:22:00-08:00",
          "internal": false,
          "body": "When we hit Optimize, Routes moves a boiler repair onto Jason's route even though he isn't certified for boilers. Skills are set on the tech profile. This happened 3 times this week."
        },
        {
          "id": "TCK-1006-C2",
          "author_id": "EMP-031",
          "created_at": "2026-01-14T09:40:00-08:00",
          "internal": false,
          "body": "Hi Kim, thanks for the detail. I can reproduce it: skills are respected when a job is first assigned, but not when Optimize reorders stops across technicians. I've raised it with our Routes engineers."
        },
        {
          "id": "TCK-1006-C3",
          "author_id": "EMP-031",
          "created_at": "2026-01-14T09:44:00-08:00",
          "internal": true,
          "body": "Escalating to Arjun. Repro: account ACC-005, any job with a required skill + 'optimize across team' checked."
        },
        {
          "id": "TCK-1006-C4",
          "author_id": "EMP-017",
          "created_at": "2026-01-21T16:10:00-08:00",
          "internal": true,
          "body": "Found it: the cross-technician pass ignored the skills constraint. Fix is in review."
        },
        {
          "id": "TCK-1006-C5",
          "author_id": "EMP-031",
          "created_at": "2026-01-23T10:05:00-08:00",
          "internal": false,
          "body": "Kim, the fix shipped this morning. Optimize now keeps jobs with required skills on qualified technicians only. Let us know if you see it again."
        },
        {
          "id": "TCK-1006-C6",
          "author_id": "CON-012",
          "created_at": "2026-01-23T11:30:00-08:00",
          "internal": false,
          "body": "ok great, will watch it tomorow."
        }
      ]
    },
    {
      "id": "TCK-1010",
      "subject": "Dispatch board blank for all dispatchers",
      "account_id": "ACC-009",
      "requester_id": "CON-019",
      "product_id": "PRD-DISPATCH",
      "category": "outage",
      "priority": "P1",
      "channel": "email",
      "status": "solved",
      "assignee_id": "EMP-032",
      "escalated_to_id": null,
      "incident_id": null,
      "deal_id": null,
      "tags": [
        "web-release",
        "cdn",
        "sla"
      ],
      "created_at": "2026-01-20T06:12:00-08:00",
      "first_response_at": "2026-01-20T07:47:00-08:00",
      "resolved_at": "2026-01-20T09:05:00-08:00",
      "sla": {
        "plan": "Enterprise",
        "first_response_target_minutes": 60,
        "first_response_minutes": 95,
        "met": false
      },
      "comments": [
        {
          "id": "TCK-1010-C1",
          "author_id": "CON-019",
          "created_at": "2026-01-20T06:12:00-08:00",
          "internal": false,
          "body": "None of our 14 dispatchers can see the board this morning. Page loads, then white screen. Tried two different browsers. This is urgent, we have elevator entrapment calls coming in."
        },
        {
          "id": "TCK-1010-C2",
          "author_id": "EMP-032",
          "created_at": "2026-01-20T07:47:00-08:00",
          "internal": false,
          "body": "Hi Nadia, thanks for reporting. We're looking into it now. For reference, our target first response for P1 is 4 hours, so we're well within SLA."
        },
        {
          "id": "TCK-1010-C3",
          "author_id": "CON-019",
          "created_at": "2026-01-20T07:52:00-08:00",
          "internal": false,
          "body": "4 hours?? Our contract says 1 hour for P1. 14 dispatchers are blind right now."
        },
        {
          "id": "TCK-1010-C4",
          "author_id": "EMP-032",
          "created_at": "2026-01-20T07:58:00-08:00",
          "internal": true,
          "body": "@Sofia can you check last night's web release? Granitevale board is blank, console shows a chunk load error."
        },
        {
          "id": "TCK-1010-C5",
          "author_id": "EMP-014",
          "created_at": "2026-01-20T08:31:00-08:00",
          "internal": true,
          "body": "Old index.html was cached at the CDN edge after release 2026.01.19 and referenced chunks we had already deleted. Purged the cache. We'll keep previous release chunks for 24h after each deploy from now on."
        },
        {
          "id": "TCK-1010-C6",
          "author_id": "EMP-032",
          "created_at": "2026-01-20T08:40:00-08:00",
          "internal": false,
          "body": "Nadia, a fix is deployed. Please hard-refresh (Ctrl+Shift+R) and let me know if the board loads."
        },
        {
          "id": "TCK-1010-C7",
          "author_id": "CON-019",
          "created_at": "2026-01-20T09:01:00-08:00",
          "internal": false,
          "body": "Board is back. thanks. Still want an answer on the SLA."
        },
        {
          "id": "TCK-1010-C8",
          "author_id": "EMP-032",
          "created_at": "2026-01-20T09:05:00-08:00",
          "internal": false,
          "body": "Understood. Hannah Becker, our VP Customer Success, will follow up with you by email today."
        }
      ]
    },
    {
      "id": "TCK-1023",
      "subject": "Route optimization spinning forever",
      "account_id": "ACC-005",
      "requester_id": "CON-011",
      "product_id": "PRD-ROUTES",
      "category": "outage",
      "priority": "P1",
      "channel": "email",
      "status": "solved",
      "assignee_id": "EMP-030",
      "escalated_to_id": null,
      "incident_id": "INC-2026-001",
      "deal_id": null,
      "tags": [
        "routes",
        "incident"
      ],
      "created_at": "2026-02-10T14:31:00-08:00",
      "first_response_at": "2026-02-10T14:38:00-08:00",
      "resolved_at": "2026-02-10T17:15:00-08:00",
      "sla": {
        "plan": "Team",
        "first_response_target_minutes": 120,
        "first_response_minutes": 7,
        "met": true
      },
      "comments": [
        {
          "id": "TCK-1023-C1",
          "author_id": "CON-011",
          "created_at": "2026-02-10T14:31:00-08:00",
          "internal": false,
          "body": "Optimize has been spinning for 10+ minutes on every route. Afternoon dispatch is stuck. Again Routes."
        },
        {
          "id": "TCK-1023-C2",
          "author_id": "EMP-030",
          "created_at": "2026-02-10T14:38:00-08:00",
          "internal": false,
          "body": "Derek, we're seeing this across several customers and have opened an incident (INC-2026-001). Workaround: drag jobs manually; manual ordering still works. Updates every 30 minutes."
        },
        {
          "id": "TCK-1023-C3",
          "author_id": "EMP-030",
          "created_at": "2026-02-10T15:10:00-08:00",
          "internal": false,
          "body": "Update: engineering has identified a database performance problem affecting routes with more than 40 stops. Working on a fix."
        },
        {
          "id": "TCK-1023-C4",
          "author_id": "EMP-030",
          "created_at": "2026-02-10T17:15:00-08:00",
          "internal": false,
          "body": "Resolved as of 17:10 PT. Optimizations complete normally again. We'll share a postmortem."
        },
        {
          "id": "TCK-1023-C5",
          "author_id": "CON-011",
          "created_at": "2026-02-10T17:32:00-08:00",
          "internal": false,
          "body": "This is the third Routes problem in a month. I want to talk to someone about our contract."
        }
      ]
    },
    {
      "id": "TCK-1024",
      "subject": "Optimize times out (Routes)",
      "account_id": "ACC-001",
      "requester_id": "CON-003",
      "product_id": "PRD-ROUTES",
      "category": "outage",
      "priority": "P1",
      "channel": "email",
      "status": "solved",
      "assignee_id": "EMP-031",
      "escalated_to_id": null,
      "incident_id": "INC-2026-001",
      "deal_id": null,
      "tags": [
        "routes",
        "incident"
      ],
      "created_at": "2026-02-10T14:40:00-08:00",
      "first_response_at": "2026-02-10T14:46:00-08:00",
      "resolved_at": "2026-02-10T17:18:00-08:00",
      "sla": {
        "plan": "Enterprise",
        "first_response_target_minutes": 60,
        "first_response_minutes": 6,
        "met": true
      },
      "comments": [
        {
          "id": "TCK-1024-C1",
          "author_id": "CON-003",
          "created_at": "2026-02-10T14:40:00-08:00",
          "internal": false,
          "body": "Routes optimize returns 'timed out' for our north metro routes. Smaller routes seem fine."
        },
        {
          "id": "TCK-1024-C2",
          "author_id": "EMP-031",
          "created_at": "2026-02-10T14:46:00-08:00",
          "internal": false,
          "body": "Hi Marco, we're on it under incident INC-2026-001. Routes over ~40 stops are affected. Manual ordering works in the meantime."
        },
        {
          "id": "TCK-1024-C3",
          "author_id": "EMP-031",
          "created_at": "2026-02-10T17:18:00-08:00",
          "internal": false,
          "body": "Fixed as of 17:10 PT. You can re-run Optimize on the affected routes."
        },
        {
          "id": "TCK-1024-C4",
          "author_id": "CON-003",
          "created_at": "2026-02-10T17:25:00-08:00",
          "internal": false,
          "body": "Confirmed working. Thx"
        }
      ]
    },
    {
      "id": "TCK-1025",
      "subject": "routes not optimizing",
      "account_id": "ACC-020",
      "requester_id": "CON-037",
      "product_id": "PRD-ROUTES",
      "category": "outage",
      "priority": "P2",
      "channel": "email",
      "status": "solved",
      "assignee_id": "EMP-032",
      "escalated_to_id": null,
      "incident_id": "INC-2026-001",
      "deal_id": null,
      "tags": [
        "routes",
        "incident"
      ],
      "created_at": "2026-02-10T14:52:00-08:00",
      "first_response_at": "2026-02-10T15:05:00-08:00",
      "resolved_at": "2026-02-10T17:20:00-08:00",
      "sla": {
        "plan": "Team",
        "first_response_target_minutes": 480,
        "first_response_minutes": 13,
        "met": true
      },
      "comments": [
        {
          "id": "TCK-1025-C1",
          "author_id": "CON-037",
          "created_at": "2026-02-10T14:52:00-08:00",
          "internal": false,
          "body": "hi, optimize button does nothing for the big truck routes. help pls"
        },
        {
          "id": "TCK-1025-C2",
          "author_id": "EMP-032",
          "created_at": "2026-02-10T15:05:00-08:00",
          "internal": false,
          "body": "Hi Carla, this is a known issue we're working on right now (INC-2026-001). Please order the big routes manually for today."
        },
        {
          "id": "TCK-1025-C3",
          "author_id": "EMP-032",
          "created_at": "2026-02-10T17:20:00-08:00",
          "internal": false,
          "body": "Carla, this is fixed. Optimize works again on all routes."
        }
      ]
    },
    {
      "id": "TCK-1026",
      "subject": "Routes errors on install crews",
      "account_id": "ACC-014",
      "requester_id": "CON-026",
      "product_id": "PRD-ROUTES",
      "category": "outage",
      "priority": "P2",
      "channel": "email",
      "status": "solved",
      "assignee_id": "EMP-033",
      "escalated_to_id": null,
      "incident_id": "INC-2026-001",
      "deal_id": null,
      "tags": [
        "routes",
        "incident"
      ],
      "created_at": "2026-02-10T15:10:00-08:00",
      "first_response_at": "2026-02-10T15:22:00-08:00",
      "resolved_at": "2026-02-10T17:24:00-08:00",
      "sla": {
        "plan": "Team",
        "first_response_target_minutes": 480,
        "first_response_minutes": 12,
        "met": true
      },
      "comments": [
        {
          "id": "TCK-1026-C1",
          "author_id": "CON-026",
          "created_at": "2026-02-10T15:10:00-08:00",
          "internal": false,
          "body": "Getting 'Optimization failed, try again later' on our 3 install crews. We just bought Routes last month so not a great look."
        },
        {
          "id": "TCK-1026-C2",
          "author_id": "EMP-033",
          "created_at": "2026-02-10T15:22:00-08:00",
          "internal": false,
          "body": "Hi Ivy, sorry about this. It's part of an ongoing incident (INC-2026-001); our engineers are on it. Manual ordering is the workaround for now."
        },
        {
          "id": "TCK-1026-C3",
          "author_id": "EMP-033",
          "created_at": "2026-02-10T17:24:00-08:00",
          "internal": false,
          "body": "Ivy, the incident is resolved and optimization works again."
        }
      ]
    },
    {
      "id": "TCK-1027",
      "subject": "Optimize stuck",
      "account_id": "ACC-006",
      "requester_id": "CON-014",
      "product_id": "PRD-ROUTES",
      "category": "outage",
      "priority": "P2",
      "channel": "email",
      "status": "solved",
      "assignee_id": "EMP-032",
      "escalated_to_id": null,
      "incident_id": "INC-2026-001",
      "deal_id": null,
      "tags": [
        "routes",
        "incident"
      ],
      "created_at": "2026-02-10T15:25:00-08:00",
      "first_response_at": "2026-02-10T15:31:00-08:00",
      "resolved_at": "2026-02-10T17:21:00-08:00",
      "sla": {
        "plan": "Team",
        "first_response_target_minutes": 480,
        "first_response_minutes": 6,
        "met": true
      },
      "comments": [
        {
          "id": "TCK-1027-C1",
          "author_id": "CON-014",
          "created_at": "2026-02-10T15:25:00-08:00",
          "internal": false,
          "body": "Optimize stuck on our Tuesday routes."
        },
        {
          "id": "TCK-1027-C2",
          "author_id": "EMP-032",
          "created_at": "2026-02-10T15:31:00-08:00",
          "internal": false,
          "body": "Hi Tom, we're working an incident affecting Routes (INC-2026-001). Will update you when fixed."
        },
        {
          "id": "TCK-1027-C3",
          "author_id": "EMP-032",
          "created_at": "2026-02-10T17:21:00-08:00",
          "internal": false,
          "body": "Tom, it's fixed."
        }
      ]
    },
    {
      "id": "TCK-1033",
      "subject": "Webhook retries hammering our endpoint after 500s",
      "account_id": "ACC-019",
      "requester_id": "CON-035",
      "product_id": "PRD-DISPATCH",
      "category": "bug",
      "priority": "P2",
      "channel": "email",
      "status": "solved",
      "assignee_id": "EMP-031",
      "escalated_to_id": "EMP-019",
      "incident_id": null,
      "deal_id": null,
      "tags": [
        "api",
        "webhooks"
      ],
      "created_at": "2026-02-18T10:30:00-08:00",
      "first_response_at": "2026-02-18T11:15:00-08:00",
      "resolved_at": "2026-03-09T09:10:00-07:00",
      "sla": {
        "plan": "Team",
        "first_response_target_minutes": 480,
        "first_response_minutes": 45,
        "met": true
      },
      "comments": [
        {
          "id": "TCK-1033-C1",
          "author_id": "CON-035",
          "created_at": "2026-02-18T10:30:00-08:00",
          "internal": false,
          "body": "When our endpoint returned 500 for a few minutes this morning, your webhooks retried ~40 times per event within a minute. That made the outage worse. Is there backoff?"
        },
        {
          "id": "TCK-1033-C2",
          "author_id": "EMP-031",
          "created_at": "2026-02-18T11:15:00-08:00",
          "internal": false,
          "body": "Hi Felix, thanks, that's not expected behaviour. Retries should back off. I'm escalating to engineering."
        },
        {
          "id": "TCK-1033-C3",
          "author_id": "EMP-031",
          "created_at": "2026-02-19T09:00:00-08:00",
          "internal": true,
          "body": "Escalated to Oliver: webhook retry loop with no delay on 5xx."
        },
        {
          "id": "TCK-1033-C4",
          "author_id": "EMP-013",
          "created_at": "2026-02-24T16:40:00-08:00",
          "internal": true,
          "body": "Confirmed: retries are immediate on 5xx. Draft PR for exponential backoff is up, needs tests."
        },
        {
          "id": "TCK-1033-C5",
          "author_id": "EMP-009",
          "created_at": "2026-02-27T10:00:00-08:00",
          "internal": true,
          "body": "Oliver's last day is today. Reassigning the escalation to Ben Carter; Ben, the draft PR is linked in the eng channel."
        },
        {
          "id": "TCK-1033-C6",
          "author_id": "EMP-019",
          "created_at": "2026-03-06T15:20:00-08:00",
          "internal": true,
          "body": "Backoff shipped: exponential with jitter, max 8 attempts over ~2 hours."
        },
        {
          "id": "TCK-1033-C7",
          "author_id": "EMP-031",
          "created_at": "2026-03-09T09:10:00-07:00",
          "internal": false,
          "body": "Felix, webhook retries now use exponential backoff with jitter (up to 8 attempts over about two hours). Sorry for the trouble."
        },
        {
          "id": "TCK-1033-C8",
          "author_id": "CON-035",
          "created_at": "2026-03-09T10:45:00-07:00",
          "internal": false,
          "body": "Perfect, thanks for following up."
        }
      ]
    },
    {
      "id": "TCK-1043",
      "subject": "Completed jobs not showing up in office",
      "account_id": "ACC-003",
      "requester_id": "CON-007",
      "product_id": "PRD-FIELD",
      "category": "outage",
      "priority": "P2",
      "channel": "email",
      "status": "solved",
      "assignee_id": "EMP-030",
      "escalated_to_id": null,
      "incident_id": "INC-2026-002",
      "deal_id": null,
      "tags": [
        "ios",
        "sync",
        "incident"
      ],
      "created_at": "2026-03-03T08:05:00-08:00",
      "first_response_at": "2026-03-03T08:50:00-08:00",
      "resolved_at": "2026-03-04T14:10:00-08:00",
      "sla": {
        "plan": "Starter",
        "first_response_target_minutes": 1440,
        "first_response_minutes": 45,
        "met": true
      },
      "comments": [
        {
          "id": "TCK-1043-C1",
          "author_id": "CON-007",
          "created_at": "2026-03-03T08:05:00-08:00",
          "internal": false,
          "body": "Our techs finished jobs yesterday afternoon on their iOS phones but the office still shows them open. Android guy is fine."
        },
        {
          "id": "TCK-1043-C2",
          "author_id": "EMP-030",
          "created_at": "2026-03-03T08:50:00-08:00",
          "internal": false,
          "body": "Hi Rosa, we're seeing this on iOS after yesterday's app update (4.12.0) and have opened an incident (INC-2026-002). Jobs are stored safely on the phones; don't uninstall the app."
        },
        {
          "id": "TCK-1043-C3",
          "author_id": "EMP-030",
          "created_at": "2026-03-04T14:10:00-08:00",
          "internal": false,
          "body": "Field app 4.12.1 is live in the app store. After updating, the queued jobs upload automatically."
        },
        {
          "id": "TCK-1043-C4",
          "author_id": "CON-007",
          "created_at": "2026-03-04T16:45:00-08:00",
          "internal": false,
          "body": "Updated, all jobs showed up. phew"
        }
      ]
    },
    {
      "id": "TCK-1045",
      "subject": "iOS app not syncing completed jobs",
      "account_id": "ACC-008",
      "requester_id": "CON-017",
      "product_id": "PRD-FIELD",
      "category": "outage",
      "priority": "P2",
      "channel": "email",
      "status": "solved",
      "assignee_id": "EMP-032",
      "escalated_to_id": null,
      "incident_id": "INC-2026-002",
      "deal_id": null,
      "tags": [
        "ios",
        "sync",
        "incident"
      ],
      "created_at": "2026-03-03T08:40:00-08:00",
      "first_response_at": "2026-03-03T09:02:00-08:00",
      "resolved_at": "2026-03-04T14:12:00-08:00",
      "sla": {
        "plan": "Team",
        "first_response_target_minutes": 480,
        "first_response_minutes": 22,
        "met": true
      },
      "comments": [
        {
          "id": "TCK-1045-C1",
          "author_id": "CON-017",
          "created_at": "2026-03-03T08:40:00-08:00",
          "internal": false,
          "body": "Several of my techs on iOS say jobs are stuck 'waiting to upload'."
        },
        {
          "id": "TCK-1045-C2",
          "author_id": "EMP-032",
          "created_at": "2026-03-03T09:02:00-08:00",
          "internal": false,
          "body": "Hi Trevor, known issue with iOS app 4.12.0 (INC-2026-002). Data is safe on the devices. A fix is being submitted for app store review now."
        },
        {
          "id": "TCK-1045-C3",
          "author_id": "EMP-032",
          "created_at": "2026-03-04T14:12:00-08:00",
          "internal": false,
          "body": "4.12.1 is out. Have techs update and open the app on a connection; queued jobs upload."
        }
      ]
    },
    {
      "id": "TCK-1046",
      "subject": "jobs stuck waiting to upload",
      "account_id": "ACC-013",
      "requester_id": "CON-025",
      "product_id": "PRD-FIELD",
      "category": "outage",
      "priority": "P2",
      "channel": "email",
      "status": "solved",
      "assignee_id": "EMP-033",
      "escalated_to_id": null,
      "incident_id": "INC-2026-002",
      "deal_id": null,
      "tags": [
        "ios",
        "sync",
        "incident"
      ],
      "created_at": "2026-03-03T09:15:00-08:00",
      "first_response_at": "2026-03-03T09:30:00-08:00",
      "resolved_at": "2026-03-04T14:15:00-08:00",
      "sla": {
        "plan": "Team",
        "first_response_target_minutes": 480,
        "first_response_minutes": 15,
        "met": true
      },
      "comments": [
        {
          "id": "TCK-1046-C1",
          "author_id": "CON-025",
          "created_at": "2026-03-03T09:15:00-08:00",
          "internal": false,
          "body": "jobs stuck waiting to upload on my phone since yesterday"
        },
        {
          "id": "TCK-1046-C2",
          "author_id": "EMP-033",
          "created_at": "2026-03-03T09:30:00-08:00",
          "internal": false,
          "body": "Hi Phil, this is an iOS issue in app version 4.12.0 that we're fixing now (INC-2026-002). Please keep the jobs on your phone; nothing is lost."
        },
        {
          "id": "TCK-1046-C3",
          "author_id": "EMP-033",
          "created_at": "2026-03-04T14:15:00-08:00",
          "internal": false,
          "body": "Phil, please update to 4.12.1 from the app store; the stuck jobs will upload."
        }
      ]
    },
    {
      "id": "TCK-1047",
      "subject": "iOS field app sync failure",
      "account_id": "ACC-014",
      "requester_id": "CON-027",
      "product_id": "PRD-FIELD",
      "category": "outage",
      "priority": "P2",
      "channel": "email",
      "status": "solved",
      "assignee_id": "EMP-031",
      "escalated_to_id": null,
      "incident_id": "INC-2026-002",
      "deal_id": null,
      "tags": [
        "ios",
        "sync",
        "incident"
      ],
      "created_at": "2026-03-03T09:50:00-08:00",
      "first_response_at": "2026-03-03T10:01:00-08:00",
      "resolved_at": "2026-03-04T14:18:00-08:00",
      "sla": {
        "plan": "Team",
        "first_response_target_minutes": 480,
        "first_response_minutes": 11,
        "met": true
      },
      "comments": [
        {
          "id": "TCK-1047-C1",
          "author_id": "CON-027",
          "created_at": "2026-03-03T09:50:00-08:00",
          "internal": false,
          "body": "Our installers' iOS tablets aren't syncing completed jobs since the update. Second incident for us in a month."
        },
        {
          "id": "TCK-1047-C2",
          "author_id": "EMP-031",
          "created_at": "2026-03-03T10:01:00-08:00",
          "internal": false,
          "body": "Hi Ken, confirmed, this is INC-2026-002 (iOS 4.12.0). A fixed build is in app store review. Data is safe on the devices."
        },
        {
          "id": "TCK-1047-C3",
          "author_id": "EMP-031",
          "created_at": "2026-03-04T14:18:00-08:00",
          "internal": false,
          "body": "Ken, 4.12.1 is available. Update and the queued jobs will sync."
        }
      ]
    },
    {
      "id": "TCK-1049",
      "subject": "Recurring jobs show an hour late since Sunday",
      "account_id": "ACC-002",
      "requester_id": "CON-005",
      "product_id": "PRD-DISPATCH",
      "category": "bug",
      "priority": "P2",
      "channel": "email",
      "status": "solved",
      "assignee_id": "EMP-032",
      "escalated_to_id": "EMP-016",
      "incident_id": null,
      "deal_id": null,
      "tags": [
        "dst",
        "recurring-jobs",
        "timezone"
      ],
      "created_at": "2026-03-09T07:10:00-07:00",
      "first_response_at": "2026-03-09T07:40:00-07:00",
      "resolved_at": "2026-03-10T11:40:00-07:00",
      "sla": {
        "plan": "Team",
        "first_response_target_minutes": 480,
        "first_response_minutes": 30,
        "met": true
      },
      "comments": [
        {
          "id": "TCK-1049-C1",
          "author_id": "CON-005",
          "created_at": "2026-03-09T07:10:00-07:00",
          "internal": false,
          "body": "All our recurring maintenance jobs moved from 8:00 to 9:00 this morning. One-off jobs look right. Daylight saving??"
        },
        {
          "id": "TCK-1049-C2",
          "author_id": "EMP-032",
          "created_at": "2026-03-09T07:40:00-07:00",
          "internal": false,
          "body": "Hi Colin, yes, it looks DST-related: recurring series created before the change were stored with the winter UTC offset. Escalating to engineering now."
        },
        {
          "id": "TCK-1049-C3",
          "author_id": "EMP-032",
          "created_at": "2026-03-09T07:45:00-07:00",
          "internal": true,
          "body": "@Lucy recurring series shifted +1h after DST. Bluestem + Osprey portal so far."
        },
        {
          "id": "TCK-1049-C4",
          "author_id": "EMP-016",
          "created_at": "2026-03-10T11:20:00-07:00",
          "internal": true,
          "body": "Fix deployed and existing series repaired."
        },
        {
          "id": "TCK-1049-C5",
          "author_id": "EMP-032",
          "created_at": "2026-03-10T11:40:00-07:00",
          "internal": false,
          "body": "Colin, the fix is live and your recurring jobs are back at their original local times."
        }
      ]
    },
    {
      "id": "TCK-1050",
      "subject": "Portal booking slots off by one hour",
      "account_id": "ACC-011",
      "requester_id": "CON-022",
      "product_id": "PRD-PORTAL",
      "category": "bug",
      "priority": "P2",
      "channel": "email",
      "status": "solved",
      "assignee_id": "EMP-031",
      "escalated_to_id": "EMP-016",
      "incident_id": null,
      "deal_id": null,
      "tags": [
        "dst",
        "portal",
        "timezone"
      ],
      "created_at": "2026-03-09T08:30:00-07:00",
      "first_response_at": "2026-03-09T09:00:00-07:00",
      "resolved_at": "2026-03-10T11:45:00-07:00",
      "sla": {
        "plan": "Team",
        "first_response_target_minutes": 480,
        "first_response_minutes": 30,
        "met": true
      },
      "comments": [
        {
          "id": "TCK-1050-C1",
          "author_id": "CON-022",
          "created_at": "2026-03-09T08:30:00-07:00",
          "internal": false,
          "body": "Customers booking on our portal see 7am slots when we open at 8. Started today."
        },
        {
          "id": "TCK-1050-C2",
          "author_id": "EMP-031",
          "created_at": "2026-03-09T09:00:00-07:00",
          "internal": false,
          "body": "Hi Leah, same root cause as a daylight-saving issue we're fixing now. I'll update you as soon as it's deployed."
        },
        {
          "id": "TCK-1050-C3",
          "author_id": "EMP-031",
          "created_at": "2026-03-10T11:45:00-07:00",
          "internal": false,
          "body": "Leah, fixed: portal availability is back to your configured hours."
        }
      ]
    },
    {
      "id": "TCK-1054",
      "subject": "SAML SSO configuration for go-live",
      "account_id": "ACC-004",
      "requester_id": "CON-009",
      "product_id": "PRD-DISPATCH",
      "category": "onboarding",
      "priority": "P2",
      "channel": "email",
      "status": "solved",
      "assignee_id": "EMP-031",
      "escalated_to_id": "EMP-019",
      "incident_id": null,
      "deal_id": null,
      "tags": [
        "sso",
        "saml",
        "onboarding"
      ],
      "created_at": "2026-03-13T10:00:00-07:00",
      "first_response_at": "2026-03-13T10:40:00-07:00",
      "resolved_at": "2026-03-30T10:30:00-07:00",
      "sla": {
        "plan": "Enterprise",
        "first_response_target_minutes": 240,
        "first_response_minutes": 40,
        "met": true
      },
      "comments": [
        {
          "id": "TCK-1054-C1",
          "author_id": "CON-009",
          "created_at": "2026-03-13T10:00:00-07:00",
          "internal": false,
          "body": "Uploading our IdP metadata fails with 'invalid metadata'. We need SSO working before go-live."
        },
        {
          "id": "TCK-1054-C2",
          "author_id": "EMP-031",
          "created_at": "2026-03-13T10:40:00-07:00",
          "internal": false,
          "body": "Hi Samuel, looking into it. Can you confirm the metadata contains two signing certificates? We've seen that during cert rotations."
        },
        {
          "id": "TCK-1054-C3",
          "author_id": "CON-009",
          "created_at": "2026-03-13T11:30:00-07:00",
          "internal": false,
          "body": "Yes, we're mid-rotation, both certs are published."
        },
        {
          "id": "TCK-1054-C4",
          "author_id": "EMP-031",
          "created_at": "2026-03-16T09:00:00-07:00",
          "internal": true,
          "body": "Escalated to Ben Carter: parser rejects metadata with multiple signing certs."
        },
        {
          "id": "TCK-1054-C5",
          "author_id": "EMP-019",
          "created_at": "2026-03-18T15:30:00-07:00",
          "internal": true,
          "body": "Fix deployed: metadata with multiple signing certificates is accepted; all certs are trusted for signature validation."
        },
        {
          "id": "TCK-1054-C6",
          "author_id": "EMP-031",
          "created_at": "2026-03-18T16:00:00-07:00",
          "internal": false,
          "body": "Samuel, the metadata upload works now. You can configure SSO whenever your team is ready."
        },
        {
          "id": "TCK-1054-C7",
          "author_id": "CON-009",
          "created_at": "2026-03-19T08:15:00-07:00",
          "internal": false,
          "body": "Thanks. Note our change freeze runs until Mar 27, so we'll switch SSO on during the Mar 30 go-live, not before."
        },
        {
          "id": "TCK-1054-C8",
          "author_id": "CON-009",
          "created_at": "2026-03-30T10:20:00-07:00",
          "internal": false,
          "body": "SSO switched on this morning, 186 users logged in so far."
        },
        {
          "id": "TCK-1054-C9",
          "author_id": "EMP-031",
          "created_at": "2026-03-30T10:30:00-07:00",
          "internal": false,
          "body": "Excellent. Closing this ticket."
        }
      ]
    }
  ],
  "links": {
    "self": "/company/brightfjord/v1/tickets?priority=P1%2CP2&_page=1",
    "first": "/company/brightfjord/v1/tickets?priority=P1%2CP2&_page=1",
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    "next": null
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}