Script to satisfy first response SLA in SCP 11
As of now only for the following scenarios, First response can be marked in the SupportCenter application:
* Notes addition
* Worklog addition
* Technicians manual response
Apart
from this if you want to mark any other actions in the application as
First Response, we can use a script that automatically adds notes based
on a condition to the request.
Prerequisite:
1.
We are using the python script to add notes, the SCP server should
have python configured. You can follow the instructions here.
2. Under Admin >> Self Service Portal >> Enable First response by default for, check Notes
Steps:
1) Download the attached zip file and extract the contents in the path SupportCenterPlus\integration\custom_scripts.
2) Edit the configuration.json and update the URL and Technician Key.
3) Configure a Custom Trigger like shown below. Here, the status change is used to mark the first response.
I have configured the trigger in such a way that if a support rep is assigned to a request, then that time will
be marked as first response in the application, and the same will be
marked in the application as Responded Date like shown below,
If you want the user/contact to be notified of the update, then enable
the below notification in Notification Rules under Contact
notifications.
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