On 27 Jul 2017, at 5:05 PM, Pedro Lobo <plobo@ubiwhere.com> 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

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On 26 Jul 2017, at 6:17 PM, Pedro Lobo <plobo@ubiwhere.com> 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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