Philip Allsworth

HI,

I am trying to check our proposed response times for requests hitting the system via various channels and don't see a “1st response/reply” date time stamp anywhere on the reporting list.  I can see one for the Create, Last Update and Resolve/Close but not something were we have that initial reply back to the customer.

Is it an available report field or only a trigger state within the SLA policy?

Its the basic “We have your request and working on it” type of field for L1 so would assume its tracked somewhere.

Cheers

Phil