Add "last responded" column to the main requests view
Hello,
I am curious to find out if SDP has the capability to add an additional column to the main requests view to show the timestamp of the last response, or last update by a technician.
What I am looking for is an easy way to identify the last time a technician interacted with each request so I can prevent any requests from becoming stale.
Ideally, I would like this column to show the timestamp of the last conversation a technician sent to the requester for each request.
The intent is to create a view where we can sort requests by this field and use it to enable us to manually enforce SLAs. For instance, if we have an established SLA in our support team that says a technician will communicate to the requester for every open request at least every 72 hours, we would use this field to keep track of those activities.
I found this very old request which seems similar:
It was mentioned that the feature being requested in the thread above had been added to the product roadmap, and this was 8 years ago, so I have to believe the feature has been implemented by now and I simply need help identifying how to use it.
Thanks,
FW