First Response Time

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ronaldjerardmedina
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First Response Time

Post by ronaldjerardmedina » 28 Mar 2017, 07:36

I want to know the "real" First Response Time of every ticket but OTRS logs the autoreply as the First Response Time. What will I do to make OTRS capture the "real" First Response Time (Agent Reply)? Is it possible?
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jojo
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Re: First Response Time

Post by jojo » 28 Mar 2017, 09:20

it does not use the autoreply as timestamp. only manual mails
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ronaldjerardmedina
OTRS expert
Posts: 99
Joined: 24 Jun 2016, 11:36
OTRS Version?: 5.0.3-01
Real Name: Ronald Jerard
Company: Medina

Re: First Response Time

Post by ronaldjerardmedina » 28 Mar 2017, 09:38

I See, But my the first response time is always 0 m. Even if the mail was sent hours after the ticket was created.
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jojo
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Re: First Response Time

Post by jojo » 28 Mar 2017, 09:41

did you configure an escalation or SLA?
"Production": OTRS™ 6, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas

ronaldjerardmedina
OTRS expert
Posts: 99
Joined: 24 Jun 2016, 11:36
OTRS Version?: 5.0.3-01
Real Name: Ronald Jerard
Company: Medina

Re: First Response Time

Post by ronaldjerardmedina » 29 Mar 2017, 03:53

Think i missed that one. Thanks!
OTRS 5.0.3-01 - MySql - SLES -

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