Re: [otrs] Auto-reply as First Response Time

HI Bob, Thanks for the advice. I'll do that then and when we move to using response SLAs change back. Cheers, Pedro On 27 Jul 2017, at 10:10, Bob Tao wrote:

Hi Pedro,

In this case what you need is only to set new SLAs, without first response time, and assign them to proper services.

Regards,

Bob Tao

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On 27 Jul 2017, at 5:05 PM, Pedro Lobo 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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OTRS ASIA Limited Three Pacific Place Level 3, 1 Queen's Road East Admiralty Hong Kong

T: +852 (5803) 5820 F: +852 (5803) 5821 I: http://www.otrs.com/ http://www.otrs.com/

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More information: https://www.otrs.com/products/?utm_id=1037Solutions https://www.otrs.com/products/?utm_id=1037 | Success Stories https://www.otrs.com/customers/success-stories/?utm_id=1038 | Trainings https://www.otrs.com/public-otrs-trainings/?utm_id=1039

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On 26 Jul 2017, at 6:17 PM, Pedro Lobo mailto: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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