Re: Auto-reply as First Response Time
"Pedro Lobo" <[email protected]>
| Newsgroups | gmane.comp.otrs.user |
|---|---|
| Message-ID | <[email protected]> |
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=1037>Solutions > <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 <[email protected]> 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=1037>Solutions >> <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 <[email protected] >>> <mailto:[email protected]>> 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 >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> <http://otrs.org/> >>> Archive: http://lists.otrs.org/pipermail/otrs >>> <http://lists.otrs.org/pipermail/otrs> >>> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >>> <http://lists.otrs.org/mailman/listinfo/otrs> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> <http://otrs.org/> >> Archive: http://lists.otrs.org/pipermail/otrs >> <http://lists.otrs.org/pipermail/otrs> >> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >> <http://lists.otrs.org/mailman/listinfo/otrs>--------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs