Helo guys, i want to ask abut firs respons time value that not showing in our dashboard, please check attached picture.
actually i was send mail to make ticket and respons it to check first respons time, but value on dashboard still not showing.
and i trying using statistic, its showing firstresponsin min and firstresponsdiffimin.
*see the pic
how to show value firstrespons in dashboard view, and what value default it is,
thank you
First respons column not show anything
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First respons column not show anything
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- Znuny superhero
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Re: First respons column not show anything
Based on https://doc.otrs.com/doc/api/otrs/6.0/P ... #TicketGet,
1. Ticket open with SLA
- Section 1 will display / calculate
2. the moment an agent replied to the customer via agent portal, (**correct me if im wrong)
- all the value / most values in Section 1 will be set to zero or empty
- Section 2 will display / calculate
Section 1
Section 2
1. Ticket open with SLA
- Section 1 will display / calculate
2. the moment an agent replied to the customer via agent portal, (**correct me if im wrong)
- all the value / most values in Section 1 will be set to zero or empty
- Section 2 will display / calculate
Section 1
Code: Select all
FirstResponseTimeEscalation (if true, ticket is escalated)
FirstResponseTimeNotification (if true, notify - x% of escalation has reached)
FirstResponseTimeDestinationTime (date of escalation in unix time, e. g. 72193292)
FirstResponseTimeDestinationDate (date of escalation, e. g. "2009-02-14 18:00:00")
FirstResponseTimeWorkingTime (seconds of working/service time till escalation, e. g. "1800")
FirstResponseTime (seconds total till escalation, e. g. "3600")
Code: Select all
FirstResponse (timestamp of first response, first contact with customer)
FirstResponseInMin (minutes till first response)
FirstResponseDiffInMin (minutes till or over first response)
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Re: First respons column not show anything
skullz wrote: ↑30 Dec 2020, 18:02 Based on https://doc.otrs.com/doc/api/otrs/6.0/P ... #TicketGet,
1. Ticket open with SLA
- Section 1 will display / calculate
2. the moment an agent replied to the customer via agent portal, (**correct me if im wrong)
- all the value / most values in Section 1 will be set to zero or empty
- Section 2 will display / calculate
Section 1Section 2Code: Select all
FirstResponseTimeEscalation (if true, ticket is escalated) FirstResponseTimeNotification (if true, notify - x% of escalation has reached) FirstResponseTimeDestinationTime (date of escalation in unix time, e. g. 72193292) FirstResponseTimeDestinationDate (date of escalation, e. g. "2009-02-14 18:00:00") FirstResponseTimeWorkingTime (seconds of working/service time till escalation, e. g. "1800") FirstResponseTime (seconds total till escalation, e. g. "3600")
Code: Select all
FirstResponse (timestamp of first response, first contact with customer) FirstResponseInMin (minutes till first response) FirstResponseDiffInMin (minutes till or over first response)
Code: Select all
FirstResponseTime (seconds total till escalation, e. g. "3600")
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ati ati kepatil memiaw
ati ati kepatil memiaw
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- Znuny superhero
- Posts: 623
- Joined: 24 Feb 2012, 03:58
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Re: First respons column not show anything
Im gonna use my own word here,hermawan wrote: ↑30 Dec 2020, 18:12so from your explanation above, i need to wait for this ticket to be escalated?? sory im still didnt get it. and what value if i want tou count first response time between ticket creation and first agent response,FirstResponse ?Code: Select all
FirstResponseTime (seconds total till escalation, e. g. "3600")
1. Lets say you got 1 new ticket with sla assigned. (No agent response yet)
The useful value will be
Code: Select all
FirstResponseTimeDestinationDate => the datetime of the 1st response escalation( will happen / happened)
FirstResponseTimeEscalation => 0 (within sla time), 1(overdue sla time)
=> sla target response time will be compare to the current time since agent didn't response yet
2. Then, agent replied / response to the customer.
Both value above will be empty / set to zero by the system. The new useful value will be
Code: Select all
FirstResponse => timestamp of first response, first contact with customer
FirstResponseInMin => how many minutes taken by agent to response.
FirstResponseDiffInMin => total minutes to reach sla from 1st response.
=> (-) value determine agent 1st response is overdue sla , while (+) value determine agent response within sla time time
So back to your question, if im understand correctly, the value will be
Code: Select all
FirstResponseInMin => how many minutes taken by agent to response.
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- Znuny newbie
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Re: First respons column not show anything
Ahhhh, i get it all, and i was understand and was trying all of your explanation.. and everything is ok. but im still wondering what its first response time value will be show.skullz wrote: ↑31 Dec 2020, 02:02Im gonna use my own word here,hermawan wrote: ↑30 Dec 2020, 18:12so from your explanation above, i need to wait for this ticket to be escalated?? sory im still didnt get it. and what value if i want tou count first response time between ticket creation and first agent response,FirstResponse ?Code: Select all
FirstResponseTime (seconds total till escalation, e. g. "3600")
1. Lets say you got 1 new ticket with sla assigned. (No agent response yet)
The useful value will be
Code: Select all
FirstResponseTimeDestinationDate => the datetime of the 1st response escalation( will happen / happened) FirstResponseTimeEscalation => 0 (within sla time), 1(overdue sla time) => sla target response time will be compare to the current time since agent didn't response yet
2. Then, agent replied / response to the customer.
Both value above will be empty / set to zero by the system. The new useful value will be
Code: Select all
FirstResponse => timestamp of first response, first contact with customer FirstResponseInMin => how many minutes taken by agent to response. FirstResponseDiffInMin => total minutes to reach sla from 1st response. => (-) value determine agent 1st response is overdue sla , while (+) value determine agent response within sla time time
So back to your question, if im understand correctly, the value will be
Code: Select all
FirstResponseInMin => how many minutes taken by agent to response.
event tough i was response the ticket and first time value was counted.
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