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1st Response Fields



Posted Feb 11, 2025

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

 

 

 


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