HI Bob,
Thanks for the advice. I'll do that then and when we move to using
response SLAs change back.
Cheers,
Pedro
On 27 Jul 2017, at 10:10, Bob Tao wrote:
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
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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
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