Currently, our contracts with clients do not define a resolution SLA but rather the first communication of the specialist with the client. At this time we do not have to measure this, which is why we would like to see the possibility of creating an SLA at the first notification. and not to the resolution of a ticket
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Hm, one approach would probably be to add a custom AttributeDateTime field and automatically have it set upon ticket update (or creation) if it's not filled in yet and if the number of (public) log entries added by one of the people with a certain role (agent, administrator) is at least 1.
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it is possible to generate a new sla that controls the agent's first response (and a new status, responded)
Can you explain a bit more in detail what you'd llike to accomplish?
Currently, our contracts with clients do not define a resolution SLA but rather the first communication of the specialist with the client. At this time we do not have to measure this, which is why we would like to see the possibility of creating an SLA at the first notification. and not to the resolution of a ticket
Hm, one approach would probably be to add a custom AttributeDateTime field and automatically have it set upon ticket update (or creation) if it's not filled in yet and if the number of (public) log entries added by one of the people with a certain role (agent, administrator) is at least 1.