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

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PhyrePhoX
Znuny advanced
Posts: 132
Joined: 05 Dec 2007, 10:56
Znuny Version: 5.0.24 (with ITSM Mo

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

Post by PhyrePhoX »

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
OTRS 5.0.24 (with ITSM Modules) and Znuny 6.4.4 in staging
PhyrePhoX
Znuny advanced
Posts: 132
Joined: 05 Dec 2007, 10:56
Znuny Version: 5.0.24 (with ITSM Mo

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

Post by PhyrePhoX »

anyone?
OTRS 5.0.24 (with ITSM Modules) and Znuny 6.4.4 in staging
wurzel
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Joined: 08 Jul 2010, 22:25
Znuny Version: x.x.x
Real Name: Florian

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

Post by wurzel »

Hi,

first response escalation time stops on first external article noted.

regards
Florian
OTRS 8 SILVER (Prod)
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PhyrePhoX
Znuny advanced
Posts: 132
Joined: 05 Dec 2007, 10:56
Znuny Version: 5.0.24 (with ITSM Mo

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

Post by PhyrePhoX »

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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OTRS 5.0.24 (with ITSM Modules) and Znuny 6.4.4 in staging
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