Second Responded Date
I'm very new to ServiceDesk Plus so apologies if this post isn't very clear.
On receipt of a request we have SDP set up to send an automatic acknowledgement to the requester letting them know that their request has been received and will be dealt with shortly. This then creates a Responded Date field identical to the Created Date field, rather than being the first meaningful response date.
So we can generate a report of response times would it be possible to:
Set the Responded Date to ignore the auto-response and count the first human response as the Responded Date
or
Generate a second Responded Date field named Second Response which would then record the first meaningful response?
Any thoughts greatly appreciated.
Many thanks
Neil
On receipt of a request we have SDP set up to send an automatic acknowledgement to the requester letting them know that their request has been received and will be dealt with shortly. This then creates a Responded Date field identical to the Created Date field, rather than being the first meaningful response date.
So we can generate a report of response times would it be possible to:
Set the Responded Date to ignore the auto-response and count the first human response as the Responded Date
or
Generate a second Responded Date field named Second Response which would then record the first meaningful response?
Any thoughts greatly appreciated.
Many thanks
Neil