First respons column not show anything

[hermawan]

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

[skullz]

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

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")

Section 2

Code: Select all

FirstResponse                   			(timestamp of first response, first contact with customer)
FirstResponseInMin              		(minutes till first response)
FirstResponseDiffInMin          		(minutes till or over first response)

[hermawan]

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

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")

Section 2

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")

so 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 ?

[skullz]

Code: Select all

FirstResponseTime                		(seconds total till escalation, e. g. "3600")

so 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 ?

Im gonna use my own word here,

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.

[hermawan]

Code: Select all

FirstResponseTime                		(seconds total till escalation, e. g. "3600")

so 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 ?

Im gonna use my own word here,

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.

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.



event tough i was response the ticket and first time value was counted.