Technicians creating requests
Technicians get to create requests (either following a phone call, or after receiving an alert from our monitoring system). This then starts the first response timer, which doesn't make sense, as the technician has made the customer aware that we're dealing with the issue.
Could anyone please advise on if it would be possible to stop the first response timer if the Request Creator is a Technician?
(I already have an FR in for recording phone calls in the Conversation log).
Cheers
Stuart
Could anyone please advise on if it would be possible to stop the first response timer if the Request Creator is a Technician?
(I already have an FR in for recording phone calls in the Conversation log).
Cheers
Stuart
Topic Participants
Stu Watts
service_desk_msp
Randall
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