Hi Andreas,
I have an email address to where support issues are sent. This is then
pulled into an Inbox queue in OTRS. I've got an auto-reply setup for the
Inbox queue that basically says something along the lines of "Thanks for
your email, a support member will look into it shortly".
I was hoping that this auto-reply would count toward the "First Response
Time" for a ticket, since it's an external communication, but when I
look at the ticket, I see that the first response time is still counting
down towards escalation time. What I was hoping for was that the
auto-reply would null that. Obviously my first response time will be
minutes and that will bias my SLAs, but for now this isn't an issue for
us.
Does this make sense?
Cheers,
Pedro
On 27 Jul 2017, at 9:48, Andreas Hummelbrunner wrote:
Hello Pedro,
could you clarify your questions? I don't think I understand what
you're trying to do.
Regards,
Andreas
Am 26.07.2017 um 12:17 schrieb Pedro Lobo:
Hi everybody,
Is there any way to have the auto-reply associated with a specific
queue count as the first response for "First Response Time", or is
that against the way OTRS works?
Cheers,
Pedro
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