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1st Response Fields
2025년 2월 11일에 게시됨
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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