First Response

[waleed]

Hi there,

I am trying to get a report on first response. When I generate the report, only certain tickets have the first response set and others do not.

Can someone explain to me what constitutes a "first response" and how do I record it so that it shows up in the statistics report below?

Number Ticket# Title Created Changed State CustomerID SLA FirstResponse SolutionTime
1 20140901301122 URGENT: network drives 01-09-2014 13:30 01-09-2014 13:35 new tadams@ H1 - High (Business Area)
2 20140901301121 Test from LG 01-09-2014 13:25 01-09-2014 13:50 new waleed@ H1 - High (Business Area)
3 20140901301118 OTRs TEst ticket 3 01-09-2014 13:11 01-09-2014 13:13 open waleed@ H1 - High (Business Area) 01-09-2014 13:11

[crythias]

A first response is the first outbound reply to a customer. This is either Phone Outbound or Reply.

A note-external is not considered a "Response" as it is not considered human contact with the customer.

[waleed]

Thanks.

It's quite strange. I've tested notes-external and it actually records this as a first response. I generated a monthly report and it has a few missing entries but I think this is because the techies haven't selected notes-external.
Is this possible or is there something else going on?

The notes-external does get sent to the customer as a response.

See example from the statistics report:

FirstResponse

2014-10-23 12:15
2014-10-23 12:15
2014-10-22 10:55

[crythias]

The notes-external does get sent to the customer as a response.

Not by default. notes-external is simply a customer facing note. It isn't sent to the customer. (Unless there's a notification event).