STATS --- FirstResponseTime

[Mahesh]

Hi,

I have setup OTRS and every thing is working well. I was fething a report of ticket list from "STATS" and observed that the "FirstResponseTime" column is blank. Actually it should reflect the date and time of the first response from the Agent.

The SLA has been set for both "QUEUE & SERVICES". Not able to figure out whats going wrong ...

Early help appreciated...

Thanks
Mahesh
OTRS Vrsion --- 3.3.4
OS --- Centos

[crythias]

If I recall correctly, First response time is not what you're expecting.

I could be wrong here, but FRT is when it's supposed to happen (per queue/sla), not reached yet, not when it did happen.

[Mahesh]

For me FRT is the time when the ticket has a first response i.e. it can be when the state is changed from new to open ....... So my question here is can I record the time when the ticket status is changed from new to open .

[jojo]

this time is recorded in the history.

For OTRS the first response time is definied as the first response from tha agent to the customer (phone, mail, note)

[crythias]

State change is not a response.