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Our first response SLA for email is within 1 hour. So i created SLA but still getting blank information inside the case.
SLA Item info:
But inside the case, im not seeing any info for first response by KPI
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Do you have a screenshot on how to do it?
Sure, you need to create a workflow when an email is send regadring the case, update case record "First response sent"=YES
Make sure that that the topic of Email is not equal topic of your automatic first email and that "First response sent"=NO
Here is my screenshot of Applicable when. Also, when I choose the status reason to ACCEPTED its changing to cancelled under Enhanced SLA.
Then I also tried setting the success criteria to Status Reason as ACCEPTED instead of using First Response Sent and it also changed to CANCELLED.
But is it possible that the first response sent field will be triggered to YES when I send my initial reply? I'm kinda lost how to do it
Please check "Applicable when" is SLA settings
The only problem I have is. when I select YES for First Response Sent field. the Enhanced SLA is changed to CANCELLED. :(
Hi Oksana,
I'm now able to see the Enhanced SLA section. I checked the properties of Enhanced SLA and the default view visible is unchecked.
Hi Oksana,
I already select set as default. but still not showing any value on First Response by KPI. And when I select First response sent to YES, the First Response status remained In Progress.
Inside the Case
So at first, you need to set your SLA record as Default, then you have two options:
If you have Enhanced SLA, than "First response by KPI" lookup field will fill in
If you have Standard SLA, then "First response by" datetime field will have date
It's better to use Enhanced SLA
By the way, have you pressed "Set as Default" button on SLA record?
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