Customer phone article type - why does it not count as first response?

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PhyrePhoX
OTRS expert
Posts: 86
Joined: 05 Dec 2007, 10:56

Customer phone article type - why does it not count as first response?

Post by PhyrePhoX » 05 May 2018, 10:46

Hi,

i have filters running that classify certain incoming tickets (generated by our "hotline server") as customer phone calls. Those emails reach the system after an agent has picked up the phone and thus, a human spoke to the customer - i would consider this a first response, so in theory the response escalation should not be triggered.
Is there something i miss? is there a field in the filter that i can set, that disables the escalation for phone tickets?

Thanks

PhyrePhoX
OTRS expert
Posts: 86
Joined: 05 Dec 2007, 10:56

Re: Customer phone article type - why does it not count as first response?

Post by PhyrePhoX » 25 May 2018, 14:10

anyone?

wurzel
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Re: Customer phone article type - why does it not count as first response?

Post by wurzel » 25 May 2018, 15:58

Hi,

first response escalation time stops on first external article noted.

regards
Florian
    ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 9
    OTRS 6 Managed Silver

    -- Ich beantworte keine Forums-Fragen PN - No PN please

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    PhyrePhoX
    OTRS expert
    Posts: 86
    Joined: 05 Dec 2007, 10:56

    Re: Customer phone article type - why does it not count as first response?

    Post by PhyrePhoX » 30 May 2018, 16:03

    thanks for your input, i played around a bit more,
    this is the only combination of applied filters that leads to first response timer disabled:
    Screenshot from 2018-05-30 16-02-48.png
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