Curious if anyone knows the answer to this, so I have a couple questions: * Does a ticket ONLY factor in to this report once they have a response? So if I have an old ticket that has never been responded to, and I comment on it asking for status, suddenly this massively skews my average? * What about if an agent creates a First Contact Closed ticket, and a user finds the old email and replies to it months later? Will this likewise skew the numbers? Thanks.

nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Community
- Command Central
- MVP Program
- Monthly Mission
- Blogs
- Groups
- Events
- Media Vault
Products
- Observability
- Network Management
- Application Management
- IT Security
- IT Service Management
- System Management
- Database Management
Content Exchange
- SolarWinds Platform
- Server & Application Monitor
- Database Performance Analyzer
- Server Configuration Monitor
- Network Performance Monitor
- Network Configuration Manager
- SQL Sentry
- Web Help Desk
Free Tools & Trials
Store

"Avg. time to first response" report

cdow2011

Curious if anyone knows the answer to this, so I have a couple questions:

Does a ticket ONLY factor in to this report once they have a response? So if I have an old ticket that has never been responded to, and I comment on it asking for status, suddenly this massively skews my average?
What about if an agent creates a First Contact Closed ticket, and a user finds the old email and replies to it months later? Will this likewise skew the numbers?

Thanks.

Find more posts tagged with

Accepted answers

michael.clark

Hi again! First Response is calculated with the First Public Comment from the agent to the Requester in the ticket. You are correct that if the first response was not entered at ticket creation, status update requested, and response provided with Public Comment, then yes the calculation will be the difference in Created Date/Time and First Response Date/Time.

For the second use case, you can configure an Automation Rule with trigger Object Updated > Condition > State Updated from Closed and Action > Update Record > State = Closed and Action > Send Notification > To Incident Requester and verbiage of something like "You have replied to a Closed Ticket. Please open a new ticket for your issue." I hope this helps! Thank you! MC

https://documentation.solarwinds.com/en/success_center/swsd/content/completeguidetoswsd/reports-time-centric.htm

All comments

michael.clark

https://documentation.solarwinds.com/en/success_center/swsd/content/completeguidetoswsd/reports-time-centric.htm

cdow2011

Thanks, Michael. Letting a user know they have replied to a closed ticket is easy. My concern is that a first contact closed ticket has no comment, and so a months-later response skews the numbers on that report pretty significantly, if it's old enough.

I'll have to come up with a way to avoid this issue, whether that's a policy requiring the tech to comment on a FCC ticket immedaitely after creation, or...? Not sure.

An automation rule would be nice if we could update a record with a comment, but we can't, at least to the best of my knowledge.

michael.clark

In my experience, it can become difficult to engineer for a user's behavior. The internal process as well as using a First Response SLA may be able to drive the appropriate behavior. Just a thought and you are correct, automation rules are not able to add comments.