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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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 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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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

--

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/

OTRS 5s – Organization. Security. Communication. Structure. – Flexible solutions for your company’s success https://www.otrs.com/?utm_id=1036

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

...

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

--

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/

OTRS 5s – Organization. Security. Communication. Structure. – Flexible solutions for your company’s success https://www.otrs.com/?utm_id=1036

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

...

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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