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We are sending an auto confirmation email to the customer to acknowledge receipt of the case, wouldn't this workflow also trigger to update the first response sent field even though it was just the auto response email? how would you get around this? Any steps on how to configure it?
I configured first response SLA and timer. but nothing happens. im still seeing blank info on the Applicable SLA section. What am i missing. Please help me.
inside the case
Ideally, this is what i wanted to see
Good news, i can now see the Timer running by putting the Created On field which triggered the timer. And when i click First Response and choose YES the timer goes to SUCCEEDED which is good. However, my problem is how can the First Response Date be automatically filled when i click YES in First Response Sent?
Here is my current condition for the TIMER
I was able to do it by adding timer on the First response sent.
The only downside is, it cant be reset once you put it back the first response sent to NO.
Sorry. First Response Date is ongoing. How can i make the condition to make it fixed at the moment that i choose YES in first response sent??
Have you already solved this issue?
Yes i already solved the issue. Thank you so much :)
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