Jason Fordham
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Activity overview
Latest activity by Jason Fordham-
Jason Fordham commented,
Oh - I forgot! If there were attachments to the comment, those need to be copied as well.
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Jason Fordham created a post,
Enhancement Request: create new case from a comment in a case
This is currently an involved manual process. Perhaps there is a way to automate it using a macro, but it fairly complicated, and needs access to both case metadata and comment metadata. This is si...
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Jason Fordham commented,
Since the first response time metric is meaningless and unmanageable, we don't do anything to manage the reported metric at all.
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Jason Fordham commented,
I see no ticket, how am I supposed to get there? If you can demonstrate that the response time in the workflow you're suggesting is the time between the first post by the end-user and the response...
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Jason Fordham commented,
I'm glad to see the explanation and the discussion here, which makes it clear that we cannot rely on FRT as it is currently defined. It is a completely useless metric. What would be sensible, and w...