Hi Andreas,

I have an email address to where support issues are sent. This is then pulled into an Inbox queue in OTRS. I've got an auto-reply setup for the Inbox queue that basically says something along the lines of "Thanks for your email, a support member will look into it shortly".

I was hoping that this auto-reply would count toward the "First Response Time" for a ticket, since it's an external communication, but when I look at the ticket, I see that the first response time is still counting down towards escalation time. What I was hoping for was that the auto-reply would null that. Obviously my first response time will be minutes and that will bias my SLAs, but for now this isn't an issue for us.

Does this make sense?

Cheers,
Pedro

On 27 Jul 2017, at 9:48, Andreas Hummelbrunner wrote:

Hello Pedro,

could you clarify your questions? I don't think I understand what you're trying to do.

Regards,
Andreas

Am 26.07.2017 um 12:17 schrieb Pedro Lobo:
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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