Responded time
Hi,
I was wondering if this is something that can be reviewed and looked at in a later release or if anyone has any further comment.
We need to report on Response Time SLA's - a ticket will be logged by a user either via phone, email or web. Our response SLA is based on when a technician actually responds to the request to start work.
I have noted that the system only populates the Responded to field when an email is sent from the request - that is from within the request the tech replys to an email or when the system replies if the send requestor notification is turned on.
Firstly, when the notify request of details is turned on - the requestor gets an email with their details which is great, however this then sets the response field which is not good. Secondly the only way to get the response field to populate if this notification is turned off is to reply to the ticket or send an email - we may be calling the user, or it may be a system fault we are responding to in which case there is no user to email?
I think it would be great if :
1. the Auto notification could be sent without affecting the responded to field
2. The responded to field could be populated once one of several actions is taken - that is, and email is sent by clicking reply or forward, a new note is added or even better a new action could be added to the list as respond? or a tick box in the note field could be check to say this is a response - that way if we call the user or it is a system problem being responded to then the date/time would be populated more accurately.
I was wondering if this is something that can be reviewed and looked at in a later release or if anyone has any further comment.
We need to report on Response Time SLA's - a ticket will be logged by a user either via phone, email or web. Our response SLA is based on when a technician actually responds to the request to start work.
I have noted that the system only populates the Responded to field when an email is sent from the request - that is from within the request the tech replys to an email or when the system replies if the send requestor notification is turned on.
Firstly, when the notify request of details is turned on - the requestor gets an email with their details which is great, however this then sets the response field which is not good. Secondly the only way to get the response field to populate if this notification is turned off is to reply to the ticket or send an email - we may be calling the user, or it may be a system fault we are responding to in which case there is no user to email?
I think it would be great if :
1. the Auto notification could be sent without affecting the responded to field
2. The responded to field could be populated once one of several actions is taken - that is, and email is sent by clicking reply or forward, a new note is added or even better a new action could be added to the list as respond? or a tick box in the note field could be check to say this is a response - that way if we call the user or it is a system problem being responded to then the date/time would be populated more accurately.