Time to First Response and Time to Solution

[gusmaer]

Hello, what could be happening that when a case is created the Time indicator for the first answer indicates that the time is 99hs 18 minutes and the solution time 165hs 18 minutes?

[skullz]

- Ticket should be respond within 99hr 18 minutes,
- Ticket should be resolve / close within 165hr 18 minutes

if agent fail to deliver them within estimated time,
- ticket is escalated (breach sla)
- notification email will be send (if configured)
- a certain action (if configured) can be perform (eg: move to another queue / reassign to another owner) via Generic Agent
- the ticket will appear under escalated widget dashboard. (Perhaps indicates the overdue ticket should be solve asap).

- appear in stats report (with 1 or negative value) under FirstResponseTimeEscalation, SolutionTimeEscalation, FirstResponseDiffInMin, SolutionDiffInMin field
REF:https://doc.znuny.org/doc/api/otrs/6.0/ ... #TicketGet

[gusmaer]

Thanks for the comment

The time for the first response should not be 24 hours (1440 minutes) which is the time that is configured for the Postmaster queue and for the SLAs and then 24 hours (1440 minutes) to close it?

What would you have to configure so that the time of the first response is within 24 hours and then for its closure 48 hours?

[skullz]

Well, its depends on your SLA business hour..
if 8 hour a day, should be 480 minutes

Check the time calendar setting in

- system configuration > Core::Time (for default business time setting).
- system configuration > Core::Time > CalendarX (for variable business time setting).

[gusmaer]

I share how others are set and the time it looks like

core_time_1.png

Core__Time__Calendar1.png

[gusmaer]

example 2