Hi Pedro, In this case what you need is only to set new SLAs, without first response time, and assign them to proper services.
Regards, Bob Tao -- OTRS ASIA Limited Three Pacific Place Level 3, 1 Queen's Road East Admiralty Hong Kong T: +852 (5803) 5820 F: +852 (5803) 5821 I: http://www.otrs.com/ <http://www.otrs.com/> OTRS 5s – Organization. Security. Communication. Structure. – Flexible solutions for your company’s success <https://www.otrs.com/?utm_id=1036> More information: <https://www.otrs.com/products/?utm_id=1037>Solutions <https://www.otrs.com/products/?utm_id=1037> | Success Stories <https://www.otrs.com/customers/success-stories/?utm_id=1038> | Trainings <https://www.otrs.com/public-otrs-trainings/?utm_id=1039> > On 27 Jul 2017, at 5:05 PM, Pedro Lobo <[email protected]> wrote: > > Hi Bob, > > At this point in time, we aren't adhering to a very strict SLA given this is > mainly for internal use. So, although we've set things up for when we start > working with external clients (SLA's, escalations etc.) this doesn't make > sense for us at this time. This means that a ticket will sometimes escalate > when there is really no need. Therefore, the idea would be to have it so that > the auto-reply counts as first response (alleviating the escalation issue). > Later when we do in fact need valid metrics for first response, I'd disable > that. I was hoping it would as simples as a switch somewhere in sysconfig. > > Cheers, > Pedro > > On 27 Jul 2017, at 9:53, Bob Tao wrote: > > Hi Pedro, > > Could u specify user case why u need to do that? First response time will > lose its meaning if so... > > Regards, > > Bob Tao > > -- > > OTRS ASIA Limited > Three Pacific Place > Level 3, 1 Queen's Road East > Admiralty > Hong Kong > > T: +852 (5803) 5820 > F: +852 (5803) 5821 > I: http://www.otrs.com/ <http://www.otrs.com/> > > OTRS 5s – Organization. Security. Communication. Structure. – Flexible > solutions for your company’s success <https://www.otrs.com/?utm_id=1036> > > More information: > <https://www.otrs.com/products/?utm_id=1037>Solutions > <https://www.otrs.com/products/?utm_id=1037> | Success Stories > <https://www.otrs.com/customers/success-stories/?utm_id=1038> | Trainings > <https://www.otrs.com/public-otrs-trainings/?utm_id=1039> >> On 26 Jul 2017, at 6:17 PM, Pedro Lobo <[email protected] >> <mailto:[email protected]>> wrote: >> >> 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 >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> >> Archive: http://lists.otrs.org/pipermail/otrs >> <http://lists.otrs.org/pipermail/otrs> >> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >> <http://lists.otrs.org/mailman/listinfo/otrs> > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> > Archive: http://lists.otrs.org/pipermail/otrs > <http://lists.otrs.org/pipermail/otrs> > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > <http://lists.otrs.org/mailman/listinfo/otrs>--------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
