First Response Time

[cbravo]

Hello guys, I've been trying to do the following thing but can't get it to work.

I'm trying to set a first response time (either through a generic agent or through an automatic response) but I want that when the system sends the message, the first response time stops ticking. Is there any way to do this or is this not a feature allowed in the otrs? If it's not, would you be so kind to guide me as on how to implement this? I don't mind modifying code as long as you tell me wich file should I modify.

Thank you very much, appreciate any help you guys could give me.

Greetings,

Carlos.

[crythias]

Are you looking at escalation? Because (I think) that's what it's supposed to do.

[cbravo]

I think you got me wrong. Escalation sends a notification once the ticket got escalated because it reached a given time.
What I want is the system to automatically send and email to the customer and the first response time to stop ticking.

For instance:

a customer creates a ticket.
The system sends a message saying: "Thank you for creating the ticket, we'll be calling you soon"
the first response time will stop ticking because the otrs takes that response as an agent response.

Greetings,

Carlos.

[crythias]

I'd probably have to look at what triggers that escalation, but autoresponse can't necessarily (generally) be considered "first response" because it's generic/robot. You might as well calculate your response time on ticket create, because the response would be within seconds of that.

ETA: And you should already know about Autoresponse for how to do the "thank you for your ticket"

[cbravo]

yes, i Know. What I was having trouble with is the first response still ticking after the automatic response.

I would appreciate if you could guide me as to what stops the first response time, so I could see if I can modify the code so the generic response makes a call to that method.

Appreciate it.

Thank you.

[crythias]

Kernel/System/Ticket.pm has a lot of FirstResponse...
Basically, first response is:

Code: Select all

 SQL => 'SELECT a.create_time,a.id FROM article a, article_sender_type ast, article_type art'
            . ' WHERE a.article_sender_type_id = ast.id AND a.article_type_id = art.id AND'
            . ' a.ticket_id = ? AND ast.name = \'agent\' AND'
            . ' (art.name LIKE \'email-ext%\' OR art.name LIKE \'note-ext%\' OR art.name = \'phone\' OR art.name = \'fax\' OR art.name = \'sms\')'
            . ' ORDER BY a.create_time',

Summary: Agent-based external contact that is logged is "FirstResponse"
article_sender_type holds agent, customer, system
Kernel/System/Ticket/Article.pm has send AutoResponse, which is hardcoded with "system" as SenderType:

Code: Select all

    # send email
    my $ArticleID = $Self->ArticleSend(
        ArticleType    => 'email-external',
        SenderType     => 'system',
        TicketID       => $Param{TicketID},
        HistoryType    => $HistoryType,
        HistoryComment => "\%\%$ToAll",
        From           => "$AutoResponse{SenderRealname} <$AutoResponse{SenderAddress}>",
        To             => $OrigHeader{From},
        Cc             => $Cc,
        Charset        => $AutoResponse{Charset},
        MimeType       => $AutoResponse{ContentType},
        Subject        => $AutoResponse{Subject},
        Body           => $AutoResponse{Text},
        InReplyTo      => $OrigHeader{'Message-ID'},
        Loop           => 1,
        UserID         => $Param{UserID},

So, the it-won't-survive-updates answer is ... either change "system" to "agent" although you don't really know what agent really sent the followup... or change/remove the search for "agent" in the FirstResponse query.

But, like I said, your calculations of first response are basically the ticket create time at that point.

[cbravo]

Unless I create a user account called TAC User and hardcode him as the sender of the email. For the time as the first answer, I'll look for a solution and post it here once I come up with something.

Very much appreciate the help sir.

Thank you.

Greetings,

Carlos.