Open for Voting

1st Response Time

Should be based on when the Tech creates a Tech Note, not when the ticket is assigned.

Since I assign all tickets to our techs, all of our techs have an 'awesome' 1st Response Time, making the report virtually meaningless.

If the 1st Response Time was based on the 1st Tech Note, and the Work Time based on the 1st Response Time (or 1st Tech Note) to Resolved or Closed, the reports would be more meaningful.

Ideally, if the Ticket were put into a Scheduled State (or anything other than Assigned), the Work Time should be 'paused' as well. This would make a report on how long our techs work on tickets be meaningful.

thank you

bvondeylen
Parents

  • I'm confused about this.  I ran a test and the 1st response date was not set until the first tech note was created.

    New ticket

    Capture.JPG

    Client note received.  Did not set the 1st response date

    Capture2.JPG

    Tech note received.  1st response date updated

    Capture3.JPG

    Isn't that what you are requesting the feature change to do?

Comment

  • I'm confused about this.  I ran a test and the 1st response date was not set until the first tech note was created.

    New ticket

    Capture.JPG

    Client note received.  Did not set the 1st response date

    Capture2.JPG

    Tech note received.  1st response date updated

    Capture3.JPG

    Isn't that what you are requesting the feature change to do?

Children
  • in reply to rodegard

    I actually change the Status from "Open" to "Assigned" when I assign a ticket to a tech. From my testing, that creates a 1st-Response Date/Time.

    There are also tickets using Processes > Action Rules that will Auto enter a Note (for workflow purposes) and Assign to a Tech, and those also trigger the 1st-Response Date/Time.

    To me, neither should trigger. What should trigger the 1st-Response Date/Time would be when the Tech actually creates a Note.

  • in reply to bvondeylen

    Thanks.  I wasn't aware that changing the status started the clock.  I agree with your suggestion - make it a tech note that starts the process.

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